iPhone App

 
Author
Message
Elite SysAider
104
 
I can tell you that on my end, it was SSO that is causing the issue. I don't have any special characters in my password. It is made up of upper / lower case letters and numbers that's all. Disabling SSO allowed me to login, when I re-enabled, I was not. So to me it appears that there are a few different issues,

- SSO for some ---> This is why I was requesting a while back to have Sysaid allow multiple login types at the same time in the feature request area, that way when SSO fails, you have a fall back that would still allow you to login.
- Special characters for others

This message was edited 1 time. Last update was at Jun. 09, 2010 10:58 AM

SysAider
31
 
We are having the same issue with logins as stated above. We are not using SSO, but are hosting the front end through IIS. Our passwords do not include special characters.

Are there any logs that we could provide that would be helpful?

This message was edited 1 time. Last update was at Jun. 09, 2010 01:29 PM

-Drew
SysAider
17
 
My service request on this has been closed, basically the solution is just to turn off SSO - it doesn't appear to be an option to get it working with SSO. I don't know whether this is something that can be done in future, I hope so, as I don't want to turn off SSO just for the iPhone app. Oh well.
Super SysAider
67
 
What the heck is SSO? There was no mention of this in the app release notes
Surely Ilient haven't released an untested product that has bugs in it?
Elite SysAider
104
 
SSO (Single Sign On) is an option whereby any application takes the currently logged in user on a PC and logs them in as that user in another application. In the case of Sysaid, it takes the currently logged in user and logs them in as that user in Sysaid automatically, so they are not prompted to login.
Super SysAider
67
 
So do you turn SSO off on your iphone? (I'm not an iphone user hence what may appear a stupid question!)
SysAider
1
 
Hello!

I can access the SR on the new iphone app, however i cant modify them! Anyone else has the same issue?
Super SysAider
76
 
This is pretty cool to be able to access tickets from the iPhone. I like the ability to update the ticket on site with the end user. I do wish that tasks could be updated from the iPhone interface as well though.
SysAider
1
 
Hi Guys,

I keep receiving a 'Login failed for unknown reason'

I have been through all the previous posts in this forum and nothing is similar.

We have the Service Desk posted on a URL similar to https://suburl.mainurl.vic.gov.au/hd/ using SysAid Enterprise Edition

We do not use single sign on or have passwords that contain special characters.

Any help from the SysAid world would be appreciated.

Cheers,
Josh Gamble
Victoria State Emergency Service
Australia

This message was edited 1 time. Last update was at Jun. 10, 2010 09:37 PM

SysAider
3
 
Will you be sending out an update to alert you if you get a new SR ?
Elite SysAider
104
 
MPAULB,

To answer your question, if you have SSO enabled, it can only be disabled at the server. If you disable it at the server, it disables SSO for everyone, so all will be prompted to login in SysAid.

This message was edited 1 time. Last update was at Jun. 11, 2010 01:31 PM

SysAid VP Customer Relations
604
 
Hey guys,
I wanted to update you on the current issues we are aware of. There are a few possible causes for the login error you experience (aside of the obvious credentials issue, which we trust that you already confirmed).

1. If the server URL you entered is incorrect it will still show a login failure (eventhough it is actually a connection failure). Please make sure your server URL is correct and your SysAid server is indeed accessible from your iPhone (if you’re going through cellular internet, your SysAid needs to be accessible over the internet). The easiest way to check this is to go to that URL from the phone’s browser and see if you’re getting to SysAid’s login page.

2. If your SysAid server version is lower than 7.0, the iPhone app won't be able to communicate with the server. Please upgrade SysAid to the latest version and then try again.

3. If your username contains a space character in it, the iPhone app will not be able to authenticate with the server. We identified this as a bug and are working to fix this for our soon-to-come new version.

4. If your password contains special characters (anything other than a-z, A-Z, 0-9), the iPhone app will not be able to authenticate with the server. We identified this as a bug and are working to fix this for our soon-to-come new version.

5. If your SysAid server is running with HTTPS (SSL), the iPhone app will not be able to communicate with the server. We identified this as a bug and are working to fix this for our soon-to-come new version. You can identify your settings if you look at the URL – if it started with https://..... instead of https://.... then you are using HTTPS (SSL).

6. If your SysAid server is configured for Single Sign On (Integrated Windows Authentication), the iPhone app will not be able to authenticate with the server. We identified this as a bug and are working to fix this for our soon-to-come new version.

If the actual issue you are experiencing is caused by any of the causes listed in 3 to 6, please contact our helpdesk and specify the reason for the failure on your end. We'll then let you know so we could updated you when the fix is available.

Thanks,
Joseph.
SysAid R&D
192
 
There was a bug ( Bug #5948 ) when using SSO. It will be fixed in 7.0.05 minor release.

This message was edited 1 time. Last update was at Jun. 13, 2010 07:25 AM

Elite SysAider
138
 
hello i am using the sys app on the new IPAD it is working find but just one thing

when i add a note it dos not add my name date and time

is it just me or it is a bug


in blue it is a note enter by the web site

in red and yellow it is by the sysaid app

SysAid Customer Relations
1092
 
Hi NCFRE,

What you are describing is because you are not using the "Add" button which is unavailable in the SysAid App.
It's not available because there are no popups in the app.

Please let us know if this is answering your question.
Best Regards,
Itay