Ilient end user portal - What do you think?

 
Author
Message
SysAid Wiz
326
 
ah well you see we have a very very restrictive group policy i am reasonable confident they can not do harm. They can not ping, change wallpaper, run cmd, in fact see run, it goes on! (hope i don't end up eating my words )

None of my users would try anything or in fact can but i just want to have visibility that means they can see we are working for them.

This message was edited 1 time. Last update was at Jun. 27, 2008 02:06 PM

SysAid Wiz
1768
 
Haim wrote:
The notes will be added, possibly today (need to finish some work flow issues on our side first).
The messages will be added as soon as we will change it so you will see only the conversation between the support team and you, not sure when it will be implemented.

Regarding the "Not closed" status, a status for this will be added.


Sorry to nag Haim, but it is now almost a month since you talked about this and still no "not closed" filter, or notes or most usefully the messages.
I see jonathan has opened a feature request for filtering the messages here:- https://www.sysaid.com/Sysforums/posts/list/223.page

This message was edited 1 time. Last update was at Jul. 04, 2008 03:23 PM

SysAid Wiz
326
 
Thanks tech guy for the mention on the PR front



SysAid Wiz
2449
 
techguy wrote:
Haim wrote:
The notes will be added, possibly today (need to finish some work flow issues on our side first).
The messages will be added as soon as we will change it so you will see only the conversation between the support team and you, not sure when it will be implemented.

Regarding the "Not closed" status, a status for this will be added.


Sorry to nag Haim, but it is now almost a month since you talked about this and still no "not closed" filter, or notes or most usefully the messages.
I see jonathan has opened a feature request for filtering the messages here:- https://www.sysaid.com/Sysforums/posts/list/223.page


yeah, yeah, i know, sorry about that, but everything has been added as requested.

I'v added a new status "All Active" which includes all the statuses that are open in the helpdesk (including the bug / feature request statuses)

I'v also added the option for end users to add notes to their service requests in our end user portal.

Enjoy
Pushing IT forward
SysAid Wiz
1768
 
thanks Haim, but I have just been on to the portal and It is not offering an all active filter, or the facility to add notes!

Are we looking at the same portal here?
did your changes get saved?

SysAid Wiz
1768
 
I see sarah has closed my service request about this - but it is not visible ? whats going on?
SysAid Wiz
2449
 
for some reason the changes i'v done has been reverted

I'v applied the changes again, the "all active" status has been added (verified) and the notes will be added later today.

Best regards
Pushing IT forward
SysAid Wiz
1768
 
I was beginning to think I was going mad!

At last I can see everything on one page! Thank you very much!

ok you can close srq #124469 now ! (again)
SysAider
10
 
This is interesting as it is good to see that other people think that more should be made of the support portal. Im talking about the sysaid support one - not our local implementations. I have also been arguing for messages to show on the support site for the reason that I dont get my emails and therefore I rely on the website, which of course shows me nothing. Personally even if I was getting emails I would rather just log in occaisionally to check on the status of my support calls. That to me would be "keeping IT simple", would it not?
SysAid Wiz
1768
 
My point exactly! I have raised this again with Sarah and I got the impression that is an area the Ilient are going to try and improve this year along with bug tracking improvements. The main issue is they do not want us seeing their internal emails in the system, infact I have just come up with a way resolve this:-

This could so easily be resolved with a quick coding change to the end user portal to not display messages "where both the To field and the from field contain the sysaid.com domain name and no other external recipients, unless one of the email addresses matches that of the current user viewing the end user portal". (The last bit would make sure that any messages between support and the end user who has an email address in the same domain still show up)

You could make this exclude domain a configurable field in preferences and offer this feature to all sysaiders.

What do you think Oded/Sarah? could this be easily & speedily implemented?


I hope this finally helps us move forward on this one.

This message was edited 4 times. Last update was at Jan. 23, 2009 04:57 AM

SysAid Wiz
2449
 
techguy ,
We are planning to add some changes to our support site, but at the moment, our development team is working hard on version 6, which is a big step forward for SysAid, so we will start working on those changes after version 6 will be released (which is not so far into the future )

Haim
Pushing IT forward
SysAider
15
 
How do i send to them for assitance? i usually just send a email. However some time they answer some time they done. I send 4 problems i have been having and no replies (solution)as yet. Which is very unlike them.
SysAid Wiz
1768
 
I understand that they have been in a holiday period out there, and they have been very busy catching up, you are correct this is unlike them.
Do you still have a problem? if so start a new post and we will try to help you.
SysAid Wiz
1768
 
Slowtwitch_ wrote:This is interesting as it is good to see that other people think that more should be made of the support portal. Im talking about the sysaid support one - not our local implementations. I have also been arguing for messages to show on the support site for the reason that I dont get my emails and therefore I rely on the website, which of course shows me nothing. Personally even if I was getting emails I would rather just log in occaisionally to check on the status of my support calls. That to me would be "keeping IT simple", would it not?


I meant to post on this a couple of months back when I discovered it, but I forgot to, SysAid have now added the messages (emails) to the SysAid support end user portal, (slight bug it doesn't quite work with the very oldest SR's that I have), but you can now see the history of your correspondance with sysaid support at last. Much more useful !
Thanks SysAid.

P.S let me know if you work out why no messages are shown for my very oldest jobs.