IPad app

 
Author
Message
SysAid Wiz
1077
 
Hi guys
I have a problem with the red indication of unread incidents! The number is increasing day by day. The iPad app will not recognize the Incident has been processed already on your PC
SysAider
22
 
Problem is still not solved.

It is also NOT possible to login with domain\user, so IPad app is unusable at this moment !
SysAid Wiz
1077
 
Philip wrote:Problem is still not solved.

It is also NOT possible to login with domain\user, so IPad app is unusable at this moment !


Hi Philip,

for me it works login as a domain user with Admin rights SysAid!

Go to the admin and activate the authorization "Enable access via mobile app"

View Screenshot

best regards
SysAid Wiz
1077
 
Hi SysAid,

The "Status" will not be filtered according to the list! Thus all the "Status" display! This is a long list for the app

Thanks
SysAider
2
 
Hi,

We are also getting this message.
Please solve this issue.
We don't login with domain user names. Just local Sysaid usernames.

We can not use the app on the Ipad now..
When is this fixed?
SysAider
22
 
Karlson wrote:
Philip wrote:Problem is still not solved.

It is also NOT possible to login with domain\user, so IPad app is unusable at this moment !


Hi Philip,

for me it works login as a domain user with Admin rights SysAid!

Go to the admin and activate the authorization "Enable access via mobile app"

View Screenshot

best regards


Thanks Karlson,
This option is already enabled, but still no login,

Regards,
Philip
Elite SysAider
100
 
This App has never worked for any of our LDAP users that were setup in SysAid prior to version 8 or 9 I believe.

At some point SysAid changed the way they handle LDAP users and added Domain\Username to the users account name in SysAid. Before whatever that version was, the LDAP accounts were created in SysAid with just the username with no Domain\

If you have LDAP users that have just the username and not Domain\Username the iPad app will not work for them.

No offer for a fix has been provided to us. We also requested a fix to get all our usernames in alignment using the same formatting, and were told that it was not possible.

In my opinion if you change something as critical as the way a username is formatted in the database from one version of the software to another you damn well better provide a way to get users from any version all using the same format. Obviously by not properly handling this back then, they are coming up with problems now.

This message was edited 2 times. Last update was at Mar. 04, 2015 07:23 PM

SysAider
1
 
Gentlemen,
any solution to case? IPad is not working , only via Cel
SysAid Community Manager Product Team
4492
 
Hey guys,

I understand this is a bumpy road, but please bear with us as we are doing our best to fix the reported bugs ASAP. I can assure you that your feedback is appreciated and doesn't fall on deaf ears.

To make some order in the issues reported in this thread:

1. First of all, for any issue with the iPad app - please make sure you are running SysAid server 14.4 or higher in order for the iPad app to function at all!

2. The DOMAIN\username login problem:
This is a top-priority issue, and we would like to invite you guys to participate in an on-premise beta program planned to launch soon, and help us investigate and resolve this problem once and for all.
-If you are interested in participating in the beta program, please join our Pathfinder Program and we will be in touch!-


3. @Karlson: We have tried reproducing both the "All Tickets" numbering issue and the filter-by-status issue on our side to no avail. Can you please tell us which version of the SysAid app do you use? Additionally, can you please let us know the exact steps you perform to reproduce the issue?

4. @jb1013: Your report is under investigation and I understand you already discussed this with Josh. He will be in contact with you.

5. The error message "Oops, damn gerbils have stopped running again! Someone has been dispatched to poke them with a..." - this is a general error, but is usually related to network connectivity. Aside from checking point (1) above, please check whether you are connecting to an internal SysAid server URL, and if so - check which connection is active on your iPad - i.e. if it's a cellular network, the app will not be able to connect to the server since this way the connection does not route through the internal network. Additionally, please let us know if this issue occurs all the time or intermittently, on only one device, or all of them.
If everything network-wise looks OK, and the server URL is not internal, we would like to test this and try to connect from our side to the server. For this, we will need the server URL, and SysAid username with password. For security reasons, this information can be passed through our Tech Support. If you go by this route, please mention this thread URL in the ticket, and also post in this thread with your SR# so I could personally followup with you.

Looking forward to hearing from you guys.

All the best,
Danny

This message was edited 1 time. Last update was at Mar. 25, 2015 11:45 AM

SysAid Wiz
1077
 
3. @Karlson: We have tried reproducing both the "All Tickets" numbering issue and the filter-by-status issue on our side to no avail. Can you please tell us which version of the SysAid app do you use? Additionally, can you please let us know the exact steps you perform to reproduce the issue?


Hi guys,

Thanks for asking!
I use SysAid SysAid Server version v14.4.32 b25 with iPad version 1.0!

The problem is that all already closed tickets in the browser UI to appear in the iPad UI as unread. The iPad app remembers the processing of the browser UI! So I had all the tickets in the iPad app access again and read in order to reduce the counter! Not useful

This message was edited 1 time. Last update was at Mar. 25, 2015 12:06 PM

SysAid Community Manager Product Team
4492
 
Karlson wrote:Hi guys,

Thanks for asking!
I use SysAid SysAid Server version v14.4.32 b25 with iPad version 1.0!

The problem is that all already closed tickets in the browser UI to appear in the iPad UI as unread. The iPad app remembers the processing of the browser UI! So I had all the tickets in the iPad app access again and read in order to reduce the counter! Not useful

Hi Karlson,

After further investigation, it appears that this is indeed the designed functionality of the app - it displays the number of tickets that were parsed in the iPad app, but weren't viewed in it, regardless of whether they were already closed elsewhere in the meantime or not. I know this design is far from ideal, so I'll check with our Product department and see what can be done with it. Thanks for bringing this to our attention.

Regarding the other issue about being unable to filter by status - does the issue still occur? If so - can you tell us how we may be able to reproduce it in a step-by-step fashion? As mentioned before, we couldn't reproduce it on our side.

Thanks,
Danny

This message was edited 1 time. Last update was at Mar. 26, 2015 07:31 AM

SysAid Wiz
1077
 
Hi Danny,

Thanks for the answer! the filter works, only the edited filter in the left panel, under the Favorites button is no longer available after login / logout! (Log out above button top right).

have a nice day

This message was edited 1 time. Last update was at Mar. 26, 2015 07:43 AM

SysAid Community Manager Product Team
4492
 
Karlson wrote:Hi Danny,

Thanks for the answer! the filter works, only the edited filter in the left panel, under the Favorites button is no longer available after login / logout! (Log out above button top right).

have a nice day

I've checked, and this too appears to be by-design. I'm gonna check this with our Product department as well. Thanks again for the feedback!

Have a good day,
Danny
SysAid Wiz
1077
 
DannyTashiev wrote:
Karlson wrote:Hi guys,

Thanks for asking!
I use SysAid SysAid Server version v14.4.32 b25 with iPad version 1.0!

The problem is that all already closed tickets in the browser UI to appear in the iPad UI as unread. The iPad app remembers the processing of the browser UI! So I had all the tickets in the iPad app access again and read in order to reduce the counter! Not useful

Hi Karlson,

After further investigation, it appears that this is indeed the designed functionality of the app - it displays the number of tickets that were parsed in the iPad app, but weren't viewed in it, regardless of whether they were already closed elsewhere in the meantime or not. I know this design is far from ideal, so I'll check with our Product department and see what can be done with it. Thanks for bringing this to our attention.

Regarding the other issue about being unable to filter by status - does the issue still occur? If so - can you tell us how we may be able to reproduce it in a step-by-step fashion? As mentioned before, we couldn't reproduce it on our side.

Thanks,
Danny


Hi guys,

I do not want to mess up, but in the "Last Push Notifications" from the iPhone app, the status is not observed! Closed tickets will be shown there as New Push Notification!

Maybe the same problem

Thanks

This message was edited 1 time. Last update was at Mar. 26, 2015 12:55 PM

SysAid Community Manager Product Team
4492
 
Hey Karlson,
Thanks a lot for your feedback!

I'm checking this and will get back to you as soon as we have tested it and have an answer. In the meantime, could you please provide step-by-step instructions on how to recreate the issue, should we fail to recreate it under our conditions?

Cheers,
Danny

Edit: We could not reproduce the issue under our conditions - I shall wait for your instructions

This message was edited 1 time. Last update was at Mar. 31, 2015 09:12 AM