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

 
Author
Message
SysAid Wiz
2449
 
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:

<tr>
<td class="Form_Ctrl_Label"><label>
$resource.getString('CAPTION-FIELD'):</label></td>
<td> </td>
$frm.printControl('FIELD-NAME', MANDATORY?, VISIBLE?, 'DEFAULT')
</tr>
<tr><td height="10"> </td></tr>


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:
<tr>
<td class="Form_Ctrl_Label"><label>
$resource.getString('sr.location'):</label></td>
<td> </td>
$frm.printControl('location', true, true, '')
</tr>
<tr><td height="10"> </td></tr>

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
Pushing IT forward
SysAid Wiz
1768
 
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"
SysAider
10
 

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.


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

Cheers

Darren


This message was edited 1 time. Last update was at Jun. 19, 2008 05:44 AM

SysAider
5
 
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
SysAider
40
 
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
-------------------------------------
Julia - HCNW
-------------------------------------
SysAid Wiz
2449
 
Julia.
I'm not sure what caused it.. please open a service request on this issue at helpdesk@sysaid.com

Usually these things are very simple but not so simple to discover
Pushing IT forward
Super SysAider
54
 
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
Thanks,
Thomas Hardin
Microcomputer Specialist
Clackamas County Sheriff's Office
SysAid Wiz
1768
 
CCSO IT wrote: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


click on the wheel cog icon in each view and add the custom_notes from the left hand pane to the right.
SysAider
39
 
Hi,

when I add:

<tr>
<td class="Form_Ctrl_Label"><label>
$resource.getString('user.company'):</label></td>
<td> </td>
$frm.printControl('company', true, true, '')
</tr>
<tr><td height="10"> </td></tr>

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.

This message was edited 1 time. Last update was at Jan. 14, 2009 10:55 AM

SysAider
21
 
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
SysAid Wiz
2449
 
Jeff Usher wrote: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


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
Pushing IT forward
SysAider
21
 
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

This message was edited 1 time. Last update was at Feb. 18, 2009 10:53 AM

SysAid Wiz
2449
 
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
Pushing IT forward
Super SysAider
63
 
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]<tr>
<td class="Form_Ctrl_Label"><label>
$resource.getString('submit.title.caption'):</label></td>
td> </td>
$titleSelect
</tr>
<tr><td height="10"> </td></tr>
[/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)

This message was edited 1 time. Last update was at Apr. 21, 2009 01:59 PM

Super SysAider
63
 
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:

<tr>
<td class="Form_Ctrl_Label"><label>$resource.getString
('sr.cust_text1'):</label></td>:
<td> </td>
$frm.printControl('cust_text1', false, true, '')
</tr>
<tr><td height="10"> </td></tr>

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

This message was edited 2 times. Last update was at Apr. 27, 2009 08:50 AM