http://www.ilient.com/Sysforums/posts/list/105.page JForum - http://www.jforum.net
If you're a SysAid Pathfinder you have probably received an e-mail from us about SysAid 5.6 Beta already available for you to test drive !

This 5.6 beta release includes many hot new features in modules such as Helpdesk, Asset Management, Manager's Dashboard, CMDB and Projects and Tasks.


Learn more about the new features in the [url=http://www.ilient.com/flash_release_5_6_nl.htm]release flash presentation[/url]



Suggestions? Comments? Ideas?

We need your feedback so go for IT! [url=mailto:beta@ilient.com]Give us your impressions[/url].



Not yet a Pathfinder, but want to try it out before the official release?

[url=http://www.ilient.com/sysaiders.htm]Sign up here[/url] for the SysAid Pathfinders Program and get the chance to test out all the SysAid betas before everyone else.

Becoming a Pathfinder is your chance not only to make a real impact on the present and future of SysAid but also to influence your quality of life at work.



Oded
]]> http://www.ilient.com/Sysforums/posts/preList/992/4431.page http://www.ilient.com/Sysforums/posts/preList/992/4431.page GMT
is there a manual available for e.g. usage of CTI?

Thanks.

tobalf]]> http://www.ilient.com/Sysforums/posts/preList/992/4432.page http://www.ilient.com/Sysforums/posts/preList/992/4432.page GMT
Keeping an eye on my inbox.

Kind regards,
René ]]> http://www.ilient.com/Sysforums/posts/preList/992/4433.page http://www.ilient.com/Sysforums/posts/preList/992/4433.page GMT
I have a very problematic bug in the new version. I can no longer print or export to excel the list in the helpdesk module. When I click either ones I have a blank screen and no Window to be able to save the pdf or the excel file.
Any help will be much appreciated.

Thanks!

]]> http://www.ilient.com/Sysforums/posts/preList/992/4435.page http://www.ilient.com/Sysforums/posts/preList/992/4435.page GMT
I have a very problematic bug in the new version. I can no longer print or export to excel the list in the helpdesk module. When I click either ones I have a blank screen and no Window to be able to save the pdf or the excel file.
Any help will be much appreciated.

Thanks!

[/quote]

Hello Indigo.

Can you please send us the ...\SysAidServer\root\WEB-INF\logs folder (zipped) after re-creating this issue on your system to beta@ilient.com?
This will assist us in understanding why this issue is happening, since we are cannot re-create your issue.

Best regards.
Haim]]> http://www.ilient.com/Sysforums/posts/preList/992/4436.page http://www.ilient.com/Sysforums/posts/preList/992/4436.page GMT
Is the new beta send out allready?
I haven't recieved an email...

Kind regards,
René ]]> http://www.ilient.com/Sysforums/posts/preList/992/4437.page http://www.ilient.com/Sysforums/posts/preList/992/4437.page GMT PLs make sure you signed up to our pathfinders. Find the link in my post on top.
if you still don't get it please send and email to support@ilient.com and they will make sure you get signed up and get the beta!

Waiting for your inputs.....

Oded
]]> http://www.ilient.com/Sysforums/posts/preList/992/4439.page http://www.ilient.com/Sysforums/posts/preList/992/4439.page GMT
Yeah I signed up a couple of months ago. strange.....
Well I will sign up again.....

Kind regards,
René

\EDIT:

Well it looks like I can't sing up again. LoL
See attachment]]> http://www.ilient.com/Sysforums/posts/preList/992/4443.page http://www.ilient.com/Sysforums/posts/preList/992/4443.page GMT
Please check your PM (Private Mail)

I sent you a message..... :lol:

Oded]]> http://www.ilient.com/Sysforums/posts/preList/992/4465.page http://www.ilient.com/Sysforums/posts/preList/992/4465.page GMT
I've read the message and send a reply.

Kind regards,
René ]]> http://www.ilient.com/Sysforums/posts/preList/992/4468.page http://www.ilient.com/Sysforums/posts/preList/992/4468.page GMT To bad the alarm buttons bug is still not fixed. (IE7)
See attachment.

Kind regards,
René ]]> http://www.ilient.com/Sysforums/posts/preList/992/4472.page http://www.ilient.com/Sysforums/posts/preList/992/4472.page GMT To bad the alarm buttons bug is still not fixed. (IE7) [/quote]

or the messages window popping up behind the current one in internet explorer, which I was told was fixed in this release
or the Google chrome knowledgebase not working bug even though this release says that it supports chrome.]]> http://www.ilient.com/Sysforums/posts/preList/992/4475.page http://www.ilient.com/Sysforums/posts/preList/992/4475.page GMT
do you know when the "normal" 5.6 version will be released?

With kind regards

Marc]]> http://www.ilient.com/Sysforums/posts/preList/992/4476.page http://www.ilient.com/Sysforums/posts/preList/992/4476.page GMT Towards the end of November.
Maybe sooner if all goes well :wink:

Oded]]> http://www.ilient.com/Sysforums/posts/preList/992/4477.page http://www.ilient.com/Sysforums/posts/preList/992/4477.page GMT
Oded, why are so few of the most obvious bugs not fixed? I don't care for new features if the bugs in the current ones are not fixed!
Please could you explain?]]> http://www.ilient.com/Sysforums/posts/preList/992/4495.page http://www.ilient.com/Sysforums/posts/preList/992/4495.page GMT It did not do this in the old release.

i'll also pass this on as an SR.]]> http://www.ilient.com/Sysforums/posts/preList/992/4497.page http://www.ilient.com/Sysforums/posts/preList/992/4497.page GMT
Oded, why are so few of the most obvious bugs not fixed? I don't care for new features if the bugs in the current ones are not fixed!
Please could you explain?[/quote]

Hi techguy,
First just to let you know - this bug is under investigating and getting it's portion of attention.
This specific bug seems to have started from a specific patch/release in IE7.
We partly fixed it in our development environment and need to make the solution compatible for all browsers that behave OK on this specific issue.

Hang in there - we will keep you updated...... and I hope you weren't serious about not caring about new features......

Oded]]> http://www.ilient.com/Sysforums/posts/preList/992/4499.page http://www.ilient.com/Sysforums/posts/preList/992/4499.page GMT It did not do this in the old release.

i'll also pass this on as an SR.[/quote]

Hi Again,
We announced that Google Chrome was supported for the end user portal only at this stage,
We are aware of a couple issues related to the rest of SysAid and are working on them - your inputs are welcome and I am sure they will help the teams focus on the problematic points.

Regards,
Oded]]> http://www.ilient.com/Sysforums/posts/preList/992/4500.page http://www.ilient.com/Sysforums/posts/preList/992/4500.page GMT
and my question about why I was told that the messages window popping up behind bug was fixed in this version, yet it isn't , remains unanswered.

[quote] I hope you weren't serious about not caring about new features...... [/quote]
Yes I was serious I'm afraid, I have had this product 2 years now, and each release concentrates more on new features, than Ironing out bugs it seems to me.
I would rather see bugs fixed before new features every time

here are some examples:-

The wonky expression builder - http://www.ilient.com/Sysforums/posts/list/626.page
The print service request button giving you pages & pages of the same thing repeated - http://www.ilient.com/Sysforums/posts/list/265.page
Annoying BUG when closing someone elses jobs - http://www.ilient.com/Sysforums/posts/list/709.page#3087
Dashboard Defects, the scaling of the charts as well, which do not fill the box they are within properly, they cut off the edges of labels and do not show the increment descriptions on the axes - http://www.ilient.com/Sysforums/posts/list/217.page#2820
Messages tab missing in Projects/tasks - http://www.ilient.com/Sysforums/posts/list/289.page
Make the messages feature html aware - http://www.ilient.com/Sysforums/posts/list/708.page
My Network assets - "toggle all" button missing - http://www.ilient.com/Sysforums/posts/list/111.page
showall tickets default - http://www.ilient.com/Sysforums/posts/list/642.page
change task order does not list all available tasks - Service Request # 126008
Issue number 1769 - Field to give assigned administrators full name instead of username in email notifications - http://www.ilient.com/Sysforums/posts/list/511.page

Sort out the surname firstname bug - http://www.ilient.com/Sysforums/posts/list/119.page
I see you have fixed the list view, but not Assigned to field in the General Details tab

The ones I have highlighted here are all about your core product, not CMDB, not Monitoring etc, the usability of your core product.
I hope you get where I am coming from, I am pleased to see the ones you have fixed and the new features, but not at the expense of core feature bug fixes.







]]> http://www.ilient.com/Sysforums/posts/preList/992/4501.page http://www.ilient.com/Sysforums/posts/preList/992/4501.page GMT
I too appreciate the work you are doing implementing new features, but I am really disappointed by the number of problems/bugs that do not get resolved in each new release. Each upgrade over the past 15 months has been an exercise in patience and frustration.

Don't get me wrong, each upgrade has brought additional value as well, but the value to annoyance ratio is getting out of whack. I would like to see a release focused on fixing the outstanding issues.




]]> http://www.ilient.com/Sysforums/posts/preList/992/4510.page http://www.ilient.com/Sysforums/posts/preList/992/4510.page GMT
New features is nice but I would love to see more bug fixes...


Kind regards,
René ]]> http://www.ilient.com/Sysforums/posts/preList/992/4528.page http://www.ilient.com/Sysforums/posts/preList/992/4528.page GMT
]]> http://www.ilient.com/Sysforums/posts/preList/992/4531.page http://www.ilient.com/Sysforums/posts/preList/992/4531.page GMT I am sorry you are getting this feeling about us not concentrating on bugs and only on new features… I can address your feelings only with the following facts I gathered from our internal tracking system (we use SysAid of course….):

In release 5.5 we fixed over 120 issues and developed 35 new features
In release 5.6 we fixed 64 issues and developed 21 new features.

You can see them in the release notes (not all of them appear yet - and some are too technical and we notify our customers specifically on the fixes)

So as you can see in the numbers above – fixing existing issues get's it's fare share of resources Vs. new features.
However, I am aware that the numbers themselves don't change your feelings about a specific set of bugs that annoy you and you expect them to get fixed , and didn't make it to the release this time.
Back to the specific issues you posted – now that they got the highlight – as per your request – we will have an urgent technical meeting with the teams and look into them and see how to deal with them within the Beta stage or as part of a special patch right after we release.

Our priorities today in fixing bugs is based on the following:
First we take care of issues that cause malfunctions of features in the product.
Then we actually do have a popularity test by giving higher priority to bugs most reported to our support (we have a counter)
It seems that even though there are bugs that disturbs more then a few of your out there – they may not get priority in the above scheme.

Maybe we need to improve our mechanism of prioritizing bug and fixes and we indeed consider opening a voting forum in the community for this as you suggested (techguy)

As always we are open for all of your inputs and we indeed take them into considerations.

Regards,
Oded
]]> http://www.ilient.com/Sysforums/posts/preList/992/4534.page http://www.ilient.com/Sysforums/posts/preList/992/4534.page GMT
As Oded moshe stated every release resolve more bugs then implement new feature.

Regarding: the below reported bug of:

Make the messages feature html aware - http://www.ilient.com/Sysforums/posts/list/708.page

This have been addressed and resolved in version 5.6.x.
Please send us information to helpdesk@ilient.com if this was not fixed after upgrading to our new beta version.

]]> http://www.ilient.com/Sysforums/posts/preList/992/4538.page http://www.ilient.com/Sysforums/posts/preList/992/4538.page GMT Regarding: the below reported bug of:

Make the messages feature html aware - http://www.ilient.com/Sysforums/posts/list/708.page

This have been addressed and resolved in version 5.6.x.
Please send us information to helpdesk@ilient.com if this was not fixed after upgrading to our new beta version.
[/quote]

I will email this as well as post here for the benefit of those reading the forum, Yes the first part of the messages feature when you open one is now html aware, But the messages tab itself still displays the html itself in the body column, is there a way you could filter out the html and show the body of the text, the same applies for when you go to print a job it shows all the html code instead of the plain message text, the same applies if I forward the message as an instant message to myself.]]> http://www.ilient.com/Sysforums/posts/preList/992/4550.page http://www.ilient.com/Sysforums/posts/preList/992/4550.page GMT
Kind regards,
René ]]> http://www.ilient.com/Sysforums/posts/preList/992/4562.page http://www.ilient.com/Sysforums/posts/preList/992/4562.page GMT Seeing as you are going to look at the usability bugs, can I highlight a few more please that I missed off the original list,

Date entry bug in activities :- http://www.ilient.com/Sysforums/posts/list/625.page#2621
Promote/Demote arrows not all of the image is clickable -if you don't exactly click on the white part of the arrows they don't respond.
Increase the 255 character limit on activity descriptions or the error message to at least tell them that it is limited to 255 characters - http://www.ilient.com/Sysforums/posts/list/305.page#836
Supplier list defaults to the last page you were on instead of page 1!

and anything that was mentioned here:- http://www.ilient.com/Sysforums/posts/list/567.page#2312 (some of these are resolved now, but I haven't checked them all)


]]> http://www.ilient.com/Sysforums/posts/preList/992/4564.page http://www.ilient.com/Sysforums/posts/preList/992/4564.page GMT http://www.ilient.com/Sysforums/posts/list/1001.page#4567 (bit about order by now being available in filtered views).]]> http://www.ilient.com/Sysforums/posts/preList/992/4568.page http://www.ilient.com/Sysforums/posts/preList/992/4568.page GMT
I just finish installing (firefox 3.03 and sysaid 5.601)... looks ok so far... notice a slight increase in speed and stability. Only thing that definitely go wrong is the chart on dashboard. Highest value based on sr count for current year shows the opposite.

Thank you for the project chart... now there's no escape for my troops *chuckles*. Too bad the to-do list is not there yet.

That's all for now...
]]> http://www.ilient.com/Sysforums/posts/preList/992/4569.page http://www.ilient.com/Sysforums/posts/preList/992/4569.page GMT
I don't think scaling is the problem. The proportion is cool already. There's no way ilient could accomodate the variation of labels users might come up with.

What is needed is legends.
Name them as numeric or alphabetic and take the label out of the chart and group them somewhere else near the chart (botom, side whatever).

Better yet... give user a way to control them.
*wink*
]]> http://www.ilient.com/Sysforums/posts/preList/992/4581.page http://www.ilient.com/Sysforums/posts/preList/992/4581.page GMT I don't think scaling is the problem. The proportion is cool already.
[/quote]

Really? check out this attached screenshot, I agree about your idea of using a legend for the access labels though]]> http://www.ilient.com/Sysforums/posts/preList/992/4590.page http://www.ilient.com/Sysforums/posts/preList/992/4590.page GMT
I would like to update you all on the progress of our Beta release of 5.6:

We released it on Nov 4th and in the past week it seems that over 100 of our trusted pathfinders have installed the upgrade !
I am happy to share with you that [b][u]NO MAJOR ISSUES HAVE BEEN DISCOVERED WITH THE NEW RELEASE ![/u][/b]

Actually I can even share with you that while we were all waiting for your inputs on the Beta release, prepared to fix them as quickly as possible - we found ourselves with some "free" time due to practically no reports on 5.6 new feature issues that need fixing !
We did get good inputs from some of you that all seems to be working fine ! so that indeed helped re-assure us a bit (I invite more of you to share with us that fact that you upgraded and found everything functioning properly)

With the "free" time above, we hurried to add some more small features and of course some more fixes we had planned and we are planning to release a second Beta (5.6.02) next week with these new issues.

I would like to thank you all for your help, and would appreciate the same level of participation in the patch we will release next week.

You are truly our pioneers and get to enjoy ,influence and participate in how SysAid grows and becomes what it is today! Thanks to your help - Tens of thousands of our SysAiders will be also be able to enjoy the new Official release which is planned for the end of November.

Thanks Again !

Oded Moshe
SysAid - Product Manager
]]> http://www.ilient.com/Sysforums/posts/preList/992/4611.page http://www.ilient.com/Sysforums/posts/preList/992/4611.page GMT I don't think scaling is the problem. The proportion is cool already.
[/quote]

Really? check out this attached screenshot, I agree about your idea of using a legend for the access labels though[/quote]

Yeah I was wondering what to do with the charts as well. To small......
We don't use them at all..

Kind regards,
René ]]> http://www.ilient.com/Sysforums/posts/preList/992/4627.page http://www.ilient.com/Sysforums/posts/preList/992/4627.page GMT And that is my screen shot...
*smile*
See ? Proportion. Those empty space is there because the height and number of charts are maintained. If it goes wider it has to go higher too... we could end up with two charts for one screen.
So scaling is no problem. Layout is.

Rene...
Ay... charts are cool. For field support or behind desk manager. It lets you see things you can't see in SR views.
Only pitfall is... users must use the system (sysaid) or else the charts won't match the reality and you will come to wrong conclusion.

]]> http://www.ilient.com/Sysforums/posts/preList/992/4632.page http://www.ilient.com/Sysforums/posts/preList/992/4632.page GMT

Kind regards,
René ]]> http://www.ilient.com/Sysforums/posts/preList/992/4637.page http://www.ilient.com/Sysforums/posts/preList/992/4637.page GMT
Excuse me for the blackout in the past few weeks...... (Personal issues).
anyway, I am back now and i had tome yo try out your new beta.
looks good, i like the dashboard filters! And the quick access too.

So far I didn't run into any issues - I upgraded our production environment last week.

I will kelp you posted if I encounter anything.
]]> http://www.ilient.com/Sysforums/posts/preList/992/4638.page http://www.ilient.com/Sysforums/posts/preList/992/4638.page GMT
I'm running with the 5.6.01 beta version and just discovered that I cannot edit software properties anymore (both Mozilla and IE7).

When will this be fixed?]]> http://www.ilient.com/Sysforums/posts/preList/992/4660.page http://www.ilient.com/Sysforums/posts/preList/992/4660.page GMT Hello HNeumann,


We will be happy to investigate the reported issue but we are not quit sure what is missing or not working please upload a screenshot and please provide information.
Looking forward to hearing from you.


Sarah ]]> http://www.ilient.com/Sysforums/posts/preList/992/4664.page http://www.ilient.com/Sysforums/posts/preList/992/4664.page GMT Of course I could sign up again with a different email address but I dont want 2 accounts.
Can someone tell me why this is happening?]]> http://www.ilient.com/Sysforums/posts/preList/992/4665.page http://www.ilient.com/Sysforums/posts/preList/992/4665.page GMT
In this release we improved and fixed few additional things:
• Aligning the SR Quick Access field to the left right after the tool bar buttons - [i]ok[/i]
• Remove HTML tags from the Sr's message [i]- not quite there yet, but a definate improvement inline stylesheets till show and if you forward the message as an instant message, all the html tags still show.[/i]

• Correction in the calculation of the average in the satisfaction by category report (null related) [i]- ah yes, this report never did make sense till now.[/i]
• An option to disable notification when assigning SR to yourself and to submit user - [i]great no more duplicate notifications![/i]
• Additional downloads available in the download page: MSI, Linux and Mac agents with links to installation instructions of each
• Print all CIs in the CI list page and not just CIs in status active. - [i]not used by us[/i]
• Button of Search by SR ID looked corrupted in some resolution
• Asset list customize is not working in case that there are quotes inside the string - [i]didn't know about this one.[/i]
• Fixed the alert PNG image which was not displayed properly in IE6 - [i]cool[/i]
• Fixing "View your old Service Requests" screen GUI layout - [i]do you mean this issue http://www.ilient.com/Sysforums/posts/list/721.page#3136 ?[/i]
• Fix the SR messages dialog that jump behind the screen (only in IE7) -[i] hooray! been waiting for this one for a while[/i]


Many thanks for fixing some more bugs.

So "Remove HTML tags from the Sr's message" needs a bit more work as detailed above.

So Oded do you still plan to do "a special patch right after we release" that you talked about, which would resolve even more of the other issues I highlighted earlier in this thread, or is that it now until you decide to do another major version?

I can't believe the firstname last name bug in the assigned to field still isn't fixed though - it surely isn't more than 2 minutes work to change it so it displays the persons name the right way round! ]]> http://www.ilient.com/Sysforums/posts/preList/992/4671.page http://www.ilient.com/Sysforums/posts/preList/992/4671.page GMT
Reference SR 165408, included below for informational purposes (Opened in July, ongoing)

Since I have not received a single peice of useful information in 4 months, I am going to assume that this affects everyone using LDAP. If that is not the case, I would be happy to hear ANY feedback from anyone that has a similar environment (Windows 2003, IIS Integration, SSL via IIS, SQL2005, 7 AD domains (actually 30, but we have not been able to integrate the other 23 due to ongoing LDAP problems in SysAid), custom logon page only, minor changes to the translations file).

Basically, if a user's name starts with the letters b, t, d or r (lowercase), said user will no longer receive emails after this upgrade. Prior to this upgrade in version 5.5.06, these users simply suffered with "most" everything not working for them due problems related to ongoing LDAP problems. Now this "upgrade" has made the product is completely useless for them.

This is a long line of problems related to LDAP that seem to continue to be overlooked, ignored or "magically fixed" by either closing the SR or telling us they will be addressed in a future release. So tired of hearing that from software vendors... After 15 months of frustration, we are simply defeated and I honestly don't care if you ever fix this or any other issue.

So what now...

- Back to 5.5.06 for the time being
- Back to wishing I did not pay our maintenance this year
- Back to wishing I had spent my nearly 5K elsewhere (not to mention the 15 months wasted on this product, and the upcoming cost to get rid of it)
- Back to the drawing board for a helpdesk product (suggestions are welcome)

I can only add that you should seriously take note of the comments on this thread. FEATURES ARE NICE, but continuing failures in the core of your product will always overshadow those features for those of us that have been around and stuck with it.

Done venting. Thanks for reading. Original SR below for information purposes only


---
SR 165408
Title: Numerous bugs
Description: Over the past few months we have uncovered multiple bugs within the system. Some of which I have posted to your helpdesk. None of the ongoing bugs have been resolved. I now believe the reason the bugs still exist is because the actual cause of the problem has not been clear. Here is a quick list of the issues that are hampering us:

1. When closing tickets, administrators are asked if they would like the ticket assigned to them before closing even though the ticket is already assigned to them.
2. F11 will not log some users on
3. Emails are not sent to some users
4. Invalid charicters show when sending messages to some users
5. Some users cannot attach/connect their assets to tickets

Here is why:

We are using LDAP accross multiple domains. As you know, users are required to logon as DOMAIN\username. The problem seems to appear if the users name starts with

b
d
t
r

The problem does not appear if the users username starts with a capital letter, only lowercase. We believe that when Sysaid processes usernames that start with the above it interprets them as JAVA commands thus creating all of these bugs.

Try this:

In LDAP mode,
Create a user in AD named ryan
Logon as DOMAIN\ryan
Open a ticket
Logoff
Logon as an administrator
Open the ticket
Click Actions "Send Message"
Notice that the user specified to recieve the message is NOT DOMAIN\ryan, but DOMAINyan?

Try this:

In LDAP mode,
Create and Administrator named DOMAIN\brett
Create a ticket and assign it to DOMAIN\brett
Logon as DOMAIN\brett
Open the ticket created previously
Change the status to "closed"
Note the message? It was already assigned to DOMAIN\brett
Click yes.
Notice that now it is not assigned to anyone?

If you need more examples let us know. The bottom line is that I believe there is something missing that tells the application that you are passing a usrename and NOT a JAVA command...

Of course the workaround is to change the users username to CAPITAL letters in AD, but that is not an acceptable solution for us long term.
---
]]> http://www.ilient.com/Sysforums/posts/preList/992/4672.page http://www.ilient.com/Sysforums/posts/preList/992/4672.page GMT
First of all I would like to say that we are always welcoming any kind of input as we believe that by listening to our users is the best way to improve SysAid.
This is one of the reasons we have the SysAid community as another channel where our users can contact us and express their opinion.

Your case was not overlooked, over the past few months since this issue was reported we have investigated the issue and added a few fixes to SysAid, which did not fully resolved this issue and since of your unique environment, we were not able to completely re-produce the issue locally.

In your service request, you suggested your help in resolving this issue. we would be glad to continue and investigating your environment with our senior support team and development team and we will make all the efforts to include the fix for this issue in the official 5.6 version.

We will contact you today in order to schedule a remote control session with you to resolve this issue.

Best regards.
Haim]]> http://www.ilient.com/Sysforums/posts/preList/992/4675.page http://www.ilient.com/Sysforums/posts/preList/992/4675.page GMT
i want to answer to your questions in the screen-shoot above:
1. i am agree with you that there is a space next to the chart and we are not taken advantage of it , it is a known issue and we are working on it , But i want to mention that you can open each chart in Full screen at the Dashboard page then you should get a clear view.
2. about the open service request per month chart, the chart shows the years 2005, 2007 only because we could not show all the labels in the x-axis. So we are skipping one label each time , if we displaying all the labels then it will stick to each other and the chart will be distorted.
3. in the highest values charts there is hint when you move the mouse at the columns you got a hint that displaying the category name that could be very tall sometimes , if you look at the "Active Service Requests by Category" chart you will see that this hint it shows the numbers, the problem here that we have one hint and we take advantage of it to get the dashboard more clearly and displayed more good! maybe a could solution is to display the category and the number together in the hint?
right now i am sugesting to view this chart in the full screen to get more details.

thanks for your notes and we are taking it very seriously.]]> http://www.ilient.com/Sysforums/posts/preList/992/4683.page http://www.ilient.com/Sysforums/posts/preList/992/4683.page GMT We just released Beta 5.6.03 fixing an issue related to the notification of submit users.
Pathfinders will receive an email with the full details.

Oded]]> http://www.ilient.com/Sysforums/posts/preList/992/4687.page http://www.ilient.com/Sysforums/posts/preList/992/4687.page GMT
This is the message I most recently received -- "The situation which you have described was verified as a known issue in our current version. Our Research & Development team is working on resolving the matter. When we release a new version, including a fix to this issue, you will certainly be notified."

Which was followed by -- "Currently we are checking this Issue with our Senior Support and you should have a answer definitely next week."

Not entirely sure what to believe.

[b]Oded[/b] - 5.6.03 fixes issues with submit users, but does not fix any issues with administrators. Administrators are still not receiving notifications.

[b]Sysaid[/b] - The bottom line is that we are rolled back to 5.5.06. I am happy to provide you a test server in our environment, because I can reproduce this behavior over and over again. I can grant you access so you can see it for yourself.

I realize that my posts seem pretty negative and may even be counterproductive, but there are three things that are just eating me about SysAid and Ilient.

1. I feel that I am only now getting attention on this issue because I posted it to the forums. Had I simply continued to update the tickets, I believe the issue would continue to be ignored.

2. I get the impression that users get the same support channel whether they have the paid version or the free version. While in a lot of ways I think that is a good decision, and quite unique, in other ways I am disappointed to know that paying for maintenance/support on your product simply means "paying for upgrades". It is more disappointing when the very features that are broken are those that you actually "pay" to get in the Full Edition...

3. You don't seem to internally test your software in all of your "supported" environments before you release an update. If my envronment is so "unique" then why is everything I listed in my previous post actually touted as "features" for the full version? See for yourself. http://www.ilient.com/fullversion.htm LDAP, check. MSSQL, check. IIS, check. Windows support, check. Don't get me wrong, relying on Pathfinders is a good idea, but it is not a substitute for you testing your software in the environments that you support and I had the priveledge of paying for.

Again, thanks for taking the time to read this.]]> http://www.ilient.com/Sysforums/posts/preList/992/4689.page http://www.ilient.com/Sysforums/posts/preList/992/4689.page GMT
Oded: No comments on my previous posting above?

URGENT BETA BUG: if you have tasks not assigned to a project, they get duplicated and added to each new project that you create. (I'll email this as an SR as well)]]> http://www.ilient.com/Sysforums/posts/preList/992/4693.page http://www.ilient.com/Sysforums/posts/preList/992/4693.page GMT
Point is, the overall issue with emails to administrators is now moot providing that users with multiple LDAP connetions do not load 5.6.02 befor 5.6.03. Which is not too likely since this will GA at 5.6.03 or beyond.

Just to be clear, this update does not fix any of the other issues I expressed regarding LDAP.

Thanks for your time.
]]> http://www.ilient.com/Sysforums/posts/preList/992/4696.page http://www.ilient.com/Sysforums/posts/preList/992/4696.page GMT Oded: No comments on my previous posting above?

URGENT BETA BUG: if you have tasks not assigned to a project, they get duplicated and added to each new project that you create. (I'll email this as an SR as well)[/quote]

Hi techguy,
Please do send in an SR with more details so we can re-create the behavior.
Oded]]> http://www.ilient.com/Sysforums/posts/preList/992/4699.page http://www.ilient.com/Sysforums/posts/preList/992/4699.page GMT
Point is, the overall issue with emails to administrators is now moot providing that users with multiple LDAP connetions do not load 5.6.02 befor 5.6.03. Which is not too likely since this will GA at 5.6.03 or beyond.

Just to be clear, this update does not fix any of the other issues I expressed regarding LDAP.

Thanks for your time.
[/quote]

I would like to clarify an issue that may cause confusion here regarding the notifications:

There was an issue in SysAid that started a few releases back related to the fact that automatic notifications were sent to administrators when they themselves performed the action : If I decide from within SysAid to assign a Service Request to myself - there is no need for an email to be sent out to me - I am the one that updated the SR.....
The same goes for the scenario when I open a new Service Request and assign it to myself - no notification is required to be sent out to me.
This issue was fixed from Beta Release 5.6.02 and of course also included in Beta 5.6.03.

Some of maybe weren't aware of this as a problem, or just got used to it - but it was classified as an annoying problem by us and a number of customers as well.

We came around to fix this issue now while developing a new related feature - maybe it wasn't communicated good enough - I will make sure it is now again:
[color=darkblue][size=18]Assigned administrator will not receive the specific automatic notification regarding a Service Request that has just been updated/created by themselves[/size][/color]
Again - the idea is that if they performed the change - they don't need the extra email to notify them.

I am not sure you were clear about this and that is maybe what caused your unexpected specific testings issues regarding email notifications.


Now regarding the new feature related to email notifications:
There is a new Checkbox under HelpDesk settings : [b][color=darkblue]Send email notification to the submit user.[/color][/b]
It will be unchecked by default - if you are a support rep and open service requests for others via phone calls or any other method - until now you have been part of the loop of automatic notifications for all issues related to the service request. The submitter doesn't need to be in the loop just because he was the one that entered the request.... So now we added the option to choose if you want to send email notifications to the submitter - default is NO in the upgrade and new installations.

Hope it is a bit clearer now.....I will see that the release notes are also clear.

I know that your issues regarding the LDAP and special characters have nothing to do with this - but not knowing this may have made it hard on you to perform or understand the results of your tests.

Our support team and R&D would like to accept your offer to access your test environment and see the issues. We created an environment as similar as possible to yours with multiple domains and the issues you experience seem to work fine here with are latest release - so I am sure that your assistance in this case will help us put the finger on the problem and solve it

Thanks for your cooperation and I hope this is last step in providing a full resolution to your problem,

Oded


]]> http://www.ilient.com/Sysforums/posts/preList/992/4700.page http://www.ilient.com/Sysforums/posts/preList/992/4700.page GMT Category with most SR should be presented descending from the most SR instead of from the least. Or is there a setting I can change ?]]> http://www.ilient.com/Sysforums/posts/preList/992/4701.page http://www.ilient.com/Sysforums/posts/preList/992/4701.page GMT
In this release we improved and fixed few additional things:
• Aligning the SR Quick Access field to the left right after the tool bar buttons - [i]ok[/i]
• Remove HTML tags from the Sr's message [i]- not quite there yet, but a definate improvement inline stylesheets till show and if you forward the message as an instant message, all the html tags still show.[/i]

• Correction in the calculation of the average in the satisfaction by category report (null related) [i]- ah yes, this report never did make sense till now.[/i]
• An option to disable notification when assigning SR to yourself and to submit user - [i]great no more duplicate notifications![/i]
• Additional downloads available in the download page: MSI, Linux and Mac agents with links to installation instructions of each
• Print all CIs in the CI list page and not just CIs in status active. - [i]not used by us[/i]
• Button of Search by SR ID looked corrupted in some resolution
• Asset list customize is not working in case that there are quotes inside the string - [i]didn't know about this one.[/i]
• Fixed the alert PNG image which was not displayed properly in IE6 - [i]cool[/i]
• Fixing "View your old Service Requests" screen GUI layout - [i]do you mean this issue http://www.ilient.com/Sysforums/posts/list/721.page#3136 ?[/i]
• Fix the SR messages dialog that jump behind the screen (only in IE7) -[i] hooray! been waiting for this one for a while[/i]


Many thanks for fixing some more bugs.

So "Remove HTML tags from the Sr's message" needs a bit more work as detailed above.

So Oded do you still plan to do "a special patch right after we release" that you talked about, which would resolve even more of the other issues I highlighted earlier in this thread, or is that it now until you decide to do another major version?

I can't believe the firstname last name bug in the assigned to field still isn't fixed though - it surely isn't more than 2 minutes work to change it so it displays the persons name the right way round! [/quote]

Oded, did you miss this posting? as you haven't answered any of the questions.]]> http://www.ilient.com/Sysforums/posts/preList/992/4706.page http://www.ilient.com/Sysforums/posts/preList/992/4706.page GMT
Yesterday, we had our senior support team on call outside the standard office hours and we tried contacting you yesterday several time so we can investigate this issue but unfortunately we were not able to reach you.

We will of course try contacting you again today, and hopefully be able to understand exactly why the issue is happening on your environment.

best regards.
Haim]]> http://www.ilient.com/Sysforums/posts/preList/992/4707.page http://www.ilient.com/Sysforums/posts/preList/992/4707.page GMT
...
...

Many thanks for fixing some more bugs. :)

So "Remove HTML tags from the Sr's message" needs a bit more work as detailed above.

So Oded do you still plan to do "a special patch right after we release" that you talked about, which would resolve even more of the other issues I highlighted earlier in this thread, or is that it now until you decide to do another major version?

I can't believe the firstname last name bug in the assigned to field still isn't fixed though - it surely isn't more than 2 minutes work to change it so it displays the persons name the right way round! :( [/quote]

Oded, did you miss this posting? as you haven't answered any of the questions.[/quote]

Hi techguy,

Didn't miss your posting - I was reviewing the issues and we are discussing them.
At the moment we are planning our official release next week as promised.
The issues will be addressed and fixed. If they will be available in our next major release or as a patch for 5.6 ? I don't know at the moment - each issue depends on technical aspects related to if we can package it together with our new/existing features from 5.6 and the ones already in the pipeline for 6.0.

I will keep you updated.

Oded

]]> http://www.ilient.com/Sysforums/posts/preList/992/4711.page http://www.ilient.com/Sysforums/posts/preList/992/4711.page GMT
In all tests, Send email notification to submit user box was checked

TEST 1
1. DOMAIN\mXXX opened a ticket via email. The ticket was assigned to DOMAIN\brett
2. NO notification was received by DOMAIN\brett or DOMAIN\mXXX.
3. DOMAIN\brett re-assigned the ticket to DOMAIN\jXXX.
4. DOMAIN\jXXX and DOMAIN\mXXX BOTH received notification of the change.
5. DOMAIN\jXXX re-assigned the ticket to DOMAIN\brett
6. DOMAIN\mXXX received notification, DOMAIN\brett DID NOT.

TEST 2
Exactly the same as above, excpet that DOMAIN\mXXX opened the ticket via the administrators interface. Same results.

TEST 3
1. DOMAIN\brett opened a ticket via email. The ticket was assigned to DOMAIN\brett.
2. NO notification was sent to DOMAIN\brett as the submit user or the administrator - Makes sense based on your post.
3. DOMAIN\brett re-assigned the ticket to DOMAIN\jXXX.
4. DOMAIN\jXXX received notification of the change DOMAIN\brett did not.
5. DOMAIN\jXXX re-assigned the ticket to DOMAIN\brett
6. DOMAIN\brett DID NOT receive the notification.

After moving to 5.6.03, this problem went away and things worked as you mention in your post. In Test 1 and 2, all of the emails were received as expected. Here are the results of Test 3 after the upgrade

TEST 3
1. DOMAIN\brett opened a ticket via email. The ticket was assigned to DOMAIN\brett.
2. Notification WAS received by DOMAIN\brett as the submit user and the administrator.
3. DOMAIN\brett re-assigned the ticket to DOMAIN\jXXX.
4. BOTH DOMAIN\jXXX and DOMAIN\bret received notification of the change.
5. DOMAIN\jXXX re-assigned the ticket to DOMAIN\brett
6. DOMAIN\brett DID receive the notification.

In all tests, we found that if the actioning user, was also the assigned administrator or submit user; email notifications were not sent when the ticket updated. So, as you said, if you close your own tickets, you don't get notified.

I cannot think of anything else that would help here, and as I stated earlier, this appears to be fixed in 5.6.03 so it is moot. I posted this so you could see the process we went through.

Thanks for reading]]> http://www.ilient.com/Sysforums/posts/preList/992/4717.page http://www.ilient.com/Sysforums/posts/preList/992/4717.page GMT URGENT BETA BUG: if you have tasks not assigned to a project, they get duplicated and added to each new project that you create. (I'll email this as an SR as well)[/quote]

Hi techguy,
Please do send in an SR with more details so we can re-create the behavior.
Oded[/quote]

I have done, but not heard anything back, nor about the messages feature not being html aware is not quite complete as mentioned earlier in this thread (emailed you last week about this).
Please could someone get in touch with me on these issues.]]> http://www.ilient.com/Sysforums/posts/preList/992/4776.page http://www.ilient.com/Sysforums/posts/preList/992/4776.page GMT
A fix is on the way hopefully in the main release, but in the mean time if you have tasks without a project assign them to a dummy project like "To do list" or something.

The messages html aware issue with inline style sheets & instant messages facility has also been clarified with support, but may not be critical enough to make it to the final release.]]> http://www.ilient.com/Sysforums/posts/preList/992/4786.page http://www.ilient.com/Sysforums/posts/preList/992/4786.page GMT
Asaf stated here that you were going to try and resolve these issues in this release http://www.ilient.com/Sysforums/posts/list/15/125.page#4245.]]> http://www.ilient.com/Sysforums/posts/preList/992/4809.page http://www.ilient.com/Sysforums/posts/preList/992/4809.page GMT
Point is, the overall issue with emails to administrators is now moot providing that users with multiple LDAP connetions do not load 5.6.02 befor 5.6.03. Which is not too likely since this will GA at 5.6.03 or beyond.

Just to be clear, this update does not fix any of the other issues I expressed regarding LDAP.

Thanks for your time.
[/quote]

So did lighthouse's ldap issues ever get resolved? were his issues addressed in the new 5.6.0.9 or are they ongoing?]]> http://www.ilient.com/Sysforums/posts/preList/992/5353.page http://www.ilient.com/Sysforums/posts/preList/992/5353.page GMT http://www.ilient.com/Sysforums/posts/preList/992/5467.page http://www.ilient.com/Sysforums/posts/preList/992/5467.page GMT
Sorry it took us so long to update this post.
We wanted to get Mr. Light House confirmation that indeed all his issues have been resolved as far as I am aware his issue is indeed resolved.

The problem he experienced had to do with specific names and the fact that he was using more then one domain which means that the users are define with domain\name.
His issue has been resolved in version 5.6.x. (recommended to use 5.6.9)

I am still trying to contact Mr. Light House so if you see this post please give me a call.

Cheers,
Sarah


]]> http://www.ilient.com/Sysforums/posts/preList/992/5697.page http://www.ilient.com/Sysforums/posts/preList/992/5697.page GMT
Thanks
sarah
]]> http://www.ilient.com/Sysforums/posts/preList/992/5698.page http://www.ilient.com/Sysforums/posts/preList/992/5698.page GMT http://www.ilient.com/Sysforums/posts/preList/992/12671.page http://www.ilient.com/Sysforums/posts/preList/992/12671.page GMT Anyone had same issue?
I emailed log in support but thought to ask question in here as well.
Thanks.



]]> http://www.ilient.com/Sysforums/posts/preList/992/13261.page http://www.ilient.com/Sysforums/posts/preList/992/13261.page GMT
We are not sure why this issue is happening, please try to login using a different browser, if this doesn't help, please verify your browsers allow cookies.

Regards,
Haim]]> http://www.ilient.com/Sysforums/posts/preList/992/13272.page http://www.ilient.com/Sysforums/posts/preList/992/13272.page GMT
I think you are being ia bit unreasonable. Yes there are still some bugs in the system.

Take in consideration that there are many other software packages out there which can only be used with a specific browser!!!

I am sure Oded and his team is working hard on fixing the existing bugs at the same time keeping SysAid fresh and innovative.

Regards,]]> http://www.ilient.com/Sysforums/posts/preList/992/13430.page http://www.ilient.com/Sysforums/posts/preList/992/13430.page GMT