Does not show submit user

 
Author
Message
SysAider
6
 
Good day,

I would like to ask assistance on this.

I have attached 2 screen shot on End-user side and admin side.

Under Submit User it does not show the name who created the ticket when viewing on the end-user while on the admin's view it does show the Submit User.

I appreciate if anyone can help on this.


Thank you.
SysAid Community Manager Product Team
4490
 
Hi McAnvin,

I'm unable to replicate this issue, as the field Submit User does not appear in the Available Fields list to add to the End-User Portal view. Can you please provide step-by-step instructions on accessing the screens from your screenshots, so I could better understand the issue?

Thanks,
Danny
SysAider
6
 
Hi Danny,

Thank you for you help. I did attach a file with screenshot for you to check.
Submit User issue.docx
SysAid Community Manager Product Team
4490
 
Got it. There appears to be an open bug on this topic and its number is #16784.

There is also a documented workaround:
Workaround:
You can add the Submit User field to the the visible columns that are displayed in Change Request Action Items list in End User Portal .
In admin portal go to :
Service Desk >> Service Request Actions
Select the "EndUser" view , click on the green cogwheel icon and add the "Submit User" field to "Visible Fields" column.
Let me know if this helps.

Cheers,
Danny

This message was edited 1 time. Last update was at Feb. 23, 2016 05:05 AM

SysAider
6
 
I can no longer see the workflow tab that we already have on our templates. Was there any changes you guys made? Please help!


SysAid Community Manager Product Team
4490
 
Nothing was changed here. Did it occur after trying to do the changes in my previous post, or unrelated to it?
SysAider
6
 
I only go to sub type and change my submit user to request user then when going back to template and see approved tab, workflows no longer showing. Even on different template and sub type i did not change does not show workflow tabs. I tried adding it but the gear does not show anymore.


I have the first attachment gear.jpg what it shows right now. and 2nd screenshot gear2.jpg where the gear is.

This message was edited 1 time. Last update was at Feb. 23, 2016 11:20 AM

SysAid Community Manager Product Team
4490
 
Strange. Are you using the same admin account as before?

If so, I suggest creating a ticket/starting a chat on our helpdesk and the customer support team will be happy to investigate this into depths. Please attach log files using the following instructions:
Click on your profile on the top-right of the SysAid screen > About, and in the popup window that opens click on "Download Log File".

If the above doesn't work, please collect following folders/files manually:
...\SysAidServer\root\WEB-INF\logs (entire folder, zipped)
...\SysAidServer\logs (entire folder, zipped)
...\SysAidServer\tomcat\logs (entire folder, zipped)
...\SysAidServer\root\WEB-INF\conf\serverconf.xml
...\SysAidServer\root\WEB-INF\conf\sysaid.ver
...\SysAidServer\conf\wrapper.conf


Once the issue is resolved, could you update this thread with the solution for other customers?

Thanks,
Danny
SysAider
6
 
yeah its very strange. we havent made any changes on our end as well.
One thing. we are on cloud server so i cant access the files and i dont see any option for download logs.

Yes i am still using same admin account as before.

I tried creating new template and it seems working fine but i cant just re create all template we have. It will be a long time to waste to create again.
SysAid Community Manager Product Team
4490
 
For some reason I was sure you're using On-Premise. Are you on Cloud Free or paid/trial? If the latter, simply open a ticket/chat with our support team and they will check all the necessary information.

Thanks,
Danny
Super SysAider
88
 
Was this issue solved??

What was the problem?? How did you solve it??

Thanks in advance for your comments.