Latest posts for the topic "How to - add additional fields to the "submit service request" page"

How to - add additional fields to the "submit service request" page

Haim — GMT

SysAid end user portal is based on HTML so you can edit it according to your needs.
To add fields to the "submit service request" page, please follow the below instructions.

Before editing the HTML folder, please create a copy of the \SysAidServer\root\WEB-INF\conf\html
Then go to preferences > customize > appearance and add the complete path to this folder.
After making the below changes, please go to preferences > customize > customized forms and click on "reload templates"

To add field to the SR submission page, please edit the submit-service-request.htm file and use this syntax to add fields:

$resource.getString('CAPTION-FIELD'):

$frm.printControl('FIELD-NAME', MANDATORY?, VISIBLE?, 'DEFAULT')

1. CAPTION-FIELD should be replaced with a text to be written near the field, or the field name of the value showing in the Preferences -> Customize -> Translate tab.
2. FIELD-NAME represent the field which you want to add. A list of available field names is listed below.
3. MANDATORY? represent whether the end user must fill this field or not. This should be replaced with either true or false.
4. VISIBLE? represent whether the field is visible to the end user or not. This should be replaced with either true or false.
5. DEFAULT represent the default value. In case of a text field, you can leave it as '' for empty field. In case of a drop-down list, you have to choose the numeric value of the default, or '' for no default value.

For example, this should be entered for a mandatory, visible Location field, with no default value:

$resource.getString('sr.location'):

$frm.printControl('location', true, true, '')

Available Fields:

Category and sub-category: problem_type
Title: title
Description: description
Status: status
Location: location
Assigned Administrator: responsibility
Urgency: urgency (DEFAULT value cannot be blank. use 0 for no urgency)
Priority: priority (DEFAULT value cannot be blank. use 0 for no priority)
Notes: notes
Resolution: resolution
Solution: solution
Request time (read only): insert_time
Last modify (read only): timeupdate_time
Close SR time (read only): close_time
Include in knowledgebase (checkbox): knowledge_base
Submit user (read only): submit_user
Request user: request_user
Asset: computer_name
Due date: due_date
Parent SR: parent_link
Assigned admin group: assigned_group
CC: cc
Custom List 1: cust_list1
Custom List 2: cust_list2
Custom Text 1: cust_text1
Custom Text 2: cust_text2
Custom Notes: cust_notes
Custom Integer 1: cust_int1
Custom Integer 2: cust_int2
Department (read only): department
Company (read only): company

Re:How to - add additional fields to the "submit service request" page

techguy — GMT

Haim, can I make a suggestion, can you add the words "in the end user portal" to the title of this faq.

3 people have asked this question and I don't think they are finding this article because the title does not contain the words "end user portal"

How to - add additional fields to the "submit service request" page

dblight — GMT

Before editing the HTML folder, please create a copy of the \SysAidServer\root\WEB-INF\conf\html
Then go to preferences > customize > appearance and [quote][b]add the complete path to this folder.[/b][/quote]

Is this the complete UNC path or just the addition after the conf path? Anyone know?

Cheers

Darren

Re:How to - add additional fields to the "submit service request" page

HNeumann — GMT

Hi,

It's actually very simple. First make the copy of the WEB-INF\conf\html folder to some other location, e.g. E:\SysAidServer\Custom (the full new path will then be E:\SysAidServer\Custom\html).

Go to the appearance tab and paste in the FULL path (as relative to the SERVERS viewpoint) - in this case: E:\SysAidServer\Custom\html.

The click save and Reload templates...

Regards,
Henrik Neumann

Re:How to - add additional fields to the "submit service request" page

HCNW — GMT

I've modified the html file to remove the categories off the service request. My users complain constantly. However when I reload the templates and go back to the SR page, nothing has changed! I either need this removed from my SR page or I need to make it not mandatory and/or set a default category.
I've checked to make sure I am placing my changed files back in the correct directory.
I've checked to make sure I am pointing SysAid to the correct directory.
I've checked to make sure I actually did modify the html file.
I've checked and reloaded the templates over and over again.
I feel like I've checked everything and I cannot get it to work.

Any help would be greatly appreciated.

Thanks
Julia

How to - add additional fields to the "submit service request" page

Haim — GMT

Julia.
I'm not sure what caused it.. please open a service request on this issue at helpdesk@ilient.com

Usually these things are very simple but not so simple to discover

Re:How to - add additional fields to the "submit service request" page

CCSO IT — GMT

I added a field "Can you reproduce this problem? How?" as cust_notes and it showed up fine on the end user submit SR page, but what do I have to modify so that I can see it in the list view, "New SR", and "Phone Call" pages on the admin side?

The new field does me little good when only the end user submitting it can see it

Re:How to - add additional fields to the "submit service request" page

techguy — GMT

[quote=CCSO IT]I added a field "Can you reproduce this problem? How?" as cust_notes and it showed up fine on the end user submit SR page, but what do I have to modify so that I can see it in the list view, "New SR", and "Phone Call" pages on the admin side?

The new field does me little good when only the end user submitting it can see it [/quote]

click on the wheel cog icon in each view and add the custom_notes from the left hand pane to the right.

Re:How to - add additional fields to the "submit service request" page

ikem — GMT

Hi,

when I add:

$resource.getString('user.company'):

$frm.printControl('company', true, true, '')

I get:

Company: label class="Form_Ctrl_Label">Example Company

What is my mistake? The result "Example Company" is right, but why is it writing "label class="Form_Ctrl_Label">"?

Thanks for your efforts!

EDIT: Sorry, the problem is only on one PC. Other Users don't have this issue, so please close this.

Re:How to - add additional fields to the "submit service request" page

Jeff Usher — GMT

Guys,

I only want the end user portal to be used for one particular category and subcategory.
How do I lock down the selection list from a drop-down list displaying everything -
to just displaying one category and it's relevant sub-categories ?

So form example, I just want end user visitors to put in a request for consumables.
So the main category is locked at "Consumables Request" and the sub-category
has a drop down for the different types.

Hope I explained that OK.

Jeff

Re:How to - add additional fields to the "submit service request" page

Haim — GMT

[quote=Jeff Usher]Guys,

I only want the end user portal to be used for one particular category and subcategory.
How do I lock down the selection list from a drop-down list displaying everything -
to just displaying one category and it's relevant sub-categories ?

So form example, I just want end user visitors to put in a request for consumables.
So the main category is locked at "Consumables Request" and the sub-category
has a drop down for the different types.

Hope I explained that OK.

Jeff
[/quote]

Hello Jeff,

You can limit categories not to be seen by users using the company separation.
To do so, you will need to put all the users you want to limit in the same company, or you can create different limitations to different companies.
You can find this option under preferences > user management > companies.

Create or choose an existing company.

From the companies properties page, go to the categories tab and choose the categories you want the end users to see.

Best regards.
Haim

Re:How to - add additional fields to the "submit service request" page

Jeff Usher — GMT

Haim,

Thanks for the prompt reply. Unfortunately we are all in the same company so to speak
so that will not work.

Is there no way to code the specific category into the HTML instead of using the drop-down
selection list ? Seems a straightforward thing to do if you know the code .....

i.e. replace

$categorySelect

With

$category=("ConsumablesRequest")

Or somthing like that ................. ( no idea what the code would be, just made that up )

Jeff

How to - add additional fields to the "submit service request" page

Haim — GMT

Hey Jeff.

There is an option to set a default category, but the users will still have access to the other categories, so this option will probably not work for you.

Is there a reason why you cannot re-organize the companies structure so it will fit the category limitaion needs?

Best regards.
Haim

Re:How to - add additional fields to the "submit service request" page

scumgrief — GMT

These instructions don't seem to work with version 6. Are there any updated instructions/HTML to add fields to the Submit Service Request in version 6?

For example, here is the html entry to create the Title field on the Submit Service Page of the end user portal:

[b][b]

$resource.getString('submit.title.caption'):
td>
$titleSelect

[/b][/b]

I don't see an entry for the command "$frm.printControl" anywhere in the Submit Service Request html file.

All I want to do is add a new field below the title field that says "Local Ticket Number"

Thank you,

Justin Thompson

(noob Sysaider)

Re:How to - add additional fields to the "submit service request" page

scumgrief — GMT

I was just trying to add a new field called 'Local Ticket Number' on the request form. I followed the directions in the FAQ, but could not get that code to work-basically nothing happened.

I entered a service ticket and they sent me code to try, which worked!

They sent me this code:

$resource.getString
('sr.cust_text1')::

$frm.printControl('cust_text1', false, true, '')

Not sure what the difference was, maybe the & nbsp entry?

How to - add additional fields to the "submit service request" page

Haim — GMT

Hey scumgrief,

The instructions for version 6 has not been changed.
The default fields were always built on a different way since the way we recommend adding the fields provide more customization options.

Best regards.
Haim

Re:How to - add additional fields to the "submit service request" page

jlavetan — GMT

What about adding fields based on selected category?

For example:

[quote]Category: HR
Sub-category: New Employee

Extra fields would be displayed if new employee should have email, voicemail, etc.[/quote]

[quote]
Category: HR
Sub-category: Remove Employee

Extra fields would be displayed to give options to remove email, voicemail etc.[/quote]

How to - add additional fields to the "submit service request" page

Haim — GMT

Hello jlavetan.

If you wish to add specific texts to the End User Portal depending on which category or subcategory is selected, please edit the submit-service-request.htm file and change the following lines where you want the texts to appear:

Exchange the "Category" and/or "Subcategory" for the categories you want it to appear on.

#if($sr.getCategory()=="Category")
Text to show when you select the above category
#else
$sr.getCategory()
#end

#if($sr.getSubCategory()=="Subcategory")
Text to show when you select the above subcategory
#else
$sr.getSubCategory()
#end

Note: You need to put these blocks of code after the code for the category drop-down. Otherwise, the “if” statements will not know which category is selected and nothing will be done.

Best regards.
Haim

Re:How to - add additional fields to the "submit service request" page

Richnep — GMT

Hi -

I added a field called "Call Back Number" with a blank text field. The only difference from the example is the bold CALL BACK NUMBER in the code. Without it I was getting just the colons for a field label.

$resource.getString('CallBackNumber')[b]Call Back Number[/b]:

$frm.printControl('cust_text1', true, true, '')

How to - add additional fields to the "submit service request" page

Haim — GMT

Hello Richnep.
Welcome to the SysAid community.

Please try to use the below syntax to add the "custom test 1" field.

$resource.getString('sr.cust_text1')

$frm.printControl('cust_text1', true, true, '')

To change the name of the field, please edit the translation file under preferences > customize > translate, save the file on your machine, edit it and look for the phrase "'sr.cust_text1" which you can change to any name you would like and then upload the file back to SysAid to apply the changes.

Best regards.
Haim

Re:How to - add additional fields to the "submit service request" page

myjunkiepc — GMT

Hello,
Did this change in SysAid version 6.0.09? Whenever I add the new path to Preferences > Customize > Appearance and make the changes to submit-service-request.htm I never see any of my updated changes.

I'm simply trying to change the Urgency field to the Priority field.

Any help would be greatly appreciated.

Thanks!

How to - add additional fields to the "submit service request" page

Haim — GMT

myjunkiepc ,

I'm not sure why it is not working for you, please make sure you typed the full local path to the folder you have the custom HTML files and not to the exact file.

If this is the way you configured it, please contact our support at helpdesk@SysAid.com so we will be able to further assist you.

Best regards.
Haim

Re:How to - add additional fields to the "submit service request" page

Ricci — GMT

HELP!!!

How do I set a default Category and SUB category???

I tried this:

Category:

$frm.printControl('problem_type',true,true,'Computer Problem') ; $frm.printControl('problem_sub_type',true,true,'General')

but it didn't work..

Re:How to - add additional fields to the "submit service request" page

sqitis — GMT

[quote=Richnep]Hi -

I added a field called "Call Back Number" with a blank text field. The only difference from the example is the bold CALL BACK NUMBER in the code. Without it I was getting just the colons for a field label.

$resource.getString('CallBackNumber')[b]Call Back Number[/b]:

$frm.printControl('cust_text1', true, true, '')

[/quote]

Hello, just curious to know if this worked in the End User Portal and if so where did you insert the string?

Thanks,
Jayson

How to - add additional fields to the "submit service request" page

SysAid#1 — GMT

Ricci,

I would suggest you contact support. They will be able to give you accurate instructions for this one.

Cheers

How to - add additional fields to the "submit service request" page

SysAid#1 — GMT

Have you also tried to use the #If as suggested.

The customization in the "submit-service request" form is flexible. You should be able to get it going the way you want. have you asked for help from the support team??

Re:How to - add additional fields to the "submit service request" page

AVAce007 — GMT

This thread has been very helpful. However, after implementing an initial request to remove some fields, my manager wants to add part of the field list back. Let me explain:

I was asked to remove the category fields (Category, Subcategory, Tertiary Category). The rationale behind this was that our users struggle to select appropriate categories for their tickets (hence my signature). I sucessfully implemented this by removing the following block of code from the submit-service-request.htm file:
[code]

$resource.getString('submit.category.caption'):

$categorySelect &nb-sp; &nb-sp; $subCategorySelect &nb-sp; &nb-sp; $thirdLevelCategorySelect

[/code]
After reviewing the changes, I was asked to put the first category (Category) back on the page. I guess my manager felt the users could select the right primary category. So, I removed the tags for Subcategory and Third Category thinking this would remove the 2 extra combo boxes from the form. So the block read like this:
[code]

$resource.getString('submit.category.caption'):

$categorySelect

[/code]
To my surprise, all three were still there. What can I do to hide the Sub Category and Third Category fields? Keep in mind that I do not want to disable the Third Category completely since our administrators will be using this to provide the necessary detail for reporting on our service requests. Also note, I verified the usual: Updated the Templates, I restarted the server, restarted my browser, deleted all browser cache and refreshed the page to make sure IE was not caching the old view.

Thanks in advance!

How to - add additional fields to the "submit service request" page

Giga — GMT

THis instructions does not seems to work for me on 6.5.06

I'm trying to add the User Custom List 1 to the Service Request page and I can't or this is not working. I have been trying to do it the same way as the department

#if( $attributes.indexOf("department") > 0)
#set( $cnt = $cnt+1 )
#set( $row = ($cnt % 2)+1 )

$rb.getString('user.department'):
$esc.escapeTextHtml($lists.departments.getCaption( $user.department), $charset)

#end

I just want to add the user.cust_list1 to the service request page for read

How to - add additional fields to the "submit service request" page

SysAid#1 — GMT

You can use this as an example.

class="Form_Ctrl_Label">$resource.getString('sr.cust_list1'):

$selectSrList1

How to - add additional fields to the "submit service request" page

dxvxd — GMT

[quote=Haim]Hello jlavetan.

If you wish to add specific texts to the End User Portal depending on which category or subcategory is selected, please edit the submit-service-request.htm file and change the following lines where you want the texts to appear:

Exchange the "Category" and/or "Subcategory" for the categories you want it to appear on.

#if($sr.getCategory()=="Category")
Text to show when you select the above category
#else
$sr.getCategory()
#end

#if($sr.getSubCategory()=="Subcategory")
Text to show when you select the above subcategory
#else
$sr.getSubCategory()
#end

Note: You need to put these blocks of code after the code for the category drop-down. Otherwise, the “if” statements will not know which category is selected and nothing will be done.

Best regards.
Haim[/quote]

Hi Haim...

Wich exactly is the code for the "category drop-down" in order to put my code below...

Thanks in advance.

How to - add additional fields to the "submit service request" page

CNXS — GMT

[quote=Haim]Hey Jeff.

There is an option to set a default category, but the users will still have access to the other categories, so this option will probably not work for you.

Is there a reason why you cannot re-organize the companies structure so it will fit the category limitaion needs?

Best regards.
Haim[/quote]

Hello i really want to do this, i can get the first category to default to a value but i cant get the subcategory or thirdlevel values to default.

This is the code i am using:

$resource.getString('submit.category.caption'):

$frm.printControl('problem_type', true, true, 'Automated Requests') $subCategorySelect $thirdLevelCategorySelect

can anyone help

Re:How to - add additional fields to the "submit service request" page

pguminski — GMT

Hi All,

all you wrote doesnt work for me!

I whant to remove the Urgency and Asset Field from the Service Request Form of the end UserPortal.

I deleted the lines in the File: submit-service-request.html.
Nothing happens!

Reload & Restart the sysaidserver -> noting happens!

Please tell me how can i do this? Step by Step please.

Thank you

Re:How to - add additional fields to the "submit service request" page

Brob2k1 — GMT

pguminski,

Did you copy the file and then edit it. From what I understand you HAVE to copy the orignial file, make your changes, save the file and then in the SysAid software point to where the edited files are located. I have not done this myself yet but I will be working on it later today / tomorrow. If you have any update please post it here also so others can reference it.

Re:How to - add additional fields to the "submit service request" page

LiranCohen — GMT

Dear pguminski,

Please edit your submit-service-request.htm file and search for this section.
Delete the entire section and save a copy of this file.

#if ($selectUrgency.getRequired())
$resource.getString('mandatory.sign')
#else

#end

$resource.getString('submit.urgency.caption'):

$selectUrgency

Reload the file from Customize > Appearance - > Reload templates.
Make sure the path is correct at the "HTML Files Location" field.
login as a regular user and search this field.

Please update this post if you still see the Urgency field.
Thanks

Re:How to - add additional fields to the "submit service request" page

pmatsinopoulos — GMT

Hi Haim,

I want to ask user to submit a Contact Person (First Name and Last Name) on the submit service request form.
Either as one field "Contact:" in which he/she will write the first and last name, or as two fields "First Name: ", "Last Name: ".

What is your suggestion here? Shall I use the custom text fields?

BTW, there is a "contact" column in service_req table. The documentation says this field is "Obsolete". Does this mean that I should and can not use it?

BR
Panayotis

Re:How to - add additional fields to the "submit service request" page

itayH — GMT

Hi ,

As Haim replacement, not that I can, here is my suggestion,
Use one field so you will have the second one for a different custom text if you will need in the future.

Just copy this to your Submit-service-request.html file:

Full Name:

$frm.printControl('cust_text1', true, true, '')

If you want to have to fields just add it again and change the Full Name to First\Last Name and the cust_text1 to cust_text2.

Let me know if that helps you.

How to - add additional fields to the "submit service request" page

kimmey — GMT

Hello
I am trying to add the cc field to end user portal as described earlier in this string, but I can't get it to work.
I have added the required text to the html file but I am not 100% sure I have added it in the correct place.
Could anyone show me the full 'submit-service-request.htm' file with the addition in? Then I can check I am amending the file correctly.
Many Thanks
kim

Re:How to - add additional fields to the "submit service request" page

itayH — GMT

Hi Kim,

In order to add the CC field please add the following to the Submit Service Request page:

CC:
$frm.printControl('cc')

The location of these blocks can be anywhere in the Submit SR form, but they must be placed after a block is closed (

How to - add additional fields to the "submit service request" page

Nico — GMT

Hi itayH,

Iwas using the CC field on the Submit Service Request page without any problem on sysaid 7.0.

I've updated to version 7.5.03 and now the CC field with the browse button is not displaying.
The code I've tried are:
$frm.printControl('cc')
$frm.printControl('cc', false, true, null)

The output HTML is empty, no text field and browse button.

Thank you for your help.

-Nico

Re:How to - add additional fields to the "submit service request" page

Inna — GMT

Dear Nico,

This is a known issue in our current release 7.5.03 this should be resolved in 7.5.04 which should be released in our next release by the end of December

Thanks

Inna

Re:How to - add additional fields to the "submit service request" page

Parkermc — GMT

SysAid v7.5.05 Enterprise Ed.
IE 7 & 8

I created an additional column (or field) to be added to the End User Submit form as an "if" statement per category selection. I've added the label definition in the Translate file which shows great, but the text box doesn't populate. I substituted "cust_text1" for the text box in the customized code and this object did poplulate. Below is what I have for the "submit-service-request.htm".

[code]
#if($sr.getSubCategory()=="CMS" || $sr.getThirdLevelCategory()=="Add User")

$resource.getString('mandatory.sign')
$resource.getString('sr.cust_pc_setup'):
$frm.printControl('sr_cust_pc_setup', true, true, '')

#end
[/code]

Is there something I'm missing?

Mike

Re:How to - add additional fields to the "submit service request" page

Parkermc — GMT

Problem Solved.

I had the incorrect name for the newly created field or control.

[code]

$resource.getString('mandatory.sign')
$resource.getString('sr.cust_pc_setup'):

$frm.printControl('CustomColumn3sr',true,true,null)

[/code]

Re:How to - add additional fields to the "submit service request" page

xliv — GMT

EDIT: Please disregard this post!