Question

Linking to SysAid Self Service Portal direct to a template

  • 9 December 2022
  • 7 replies
  • 67 views

I have created a batch file which contains the link to the Self Service Portal ("C:\Program Files\SysAid\SysAidSessionUtilities.exe" hotkeyevent) and have created a link to it from our intranet. I would also like to do the same but have it link directly to a template with prepopulated categories, eg.  http://helpdesk/servicePortal/submitIncident?populateSR_id=31223&populateSR=true. I need to do it this way so that it automatically logs users in.  Is this possible?


7 replies

Userlevel 4
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Hi @Joooools 

Do you have SysAid agent shortcuts installed? If you don’t then we suggest deploying the agent with a shortcut option enabled. Then, instead of using a batch file, please use this method:

Configure the service catalog categories following this guide. Once the user has logged in, the service catalogs will already be prepopulated with the categories you’ve configured. Then, the user can click on the particular service catalog and it will have all the forms populated with categories and other template fields.

Let us know how it goes!

Hi Maayan

Thanks for your reply.

We do have the SysAid agent shortcut installed, however I would like to create just a couple of direct links to prepopulated templates from a page on our Intranet without them having to browse the Service Catalog.  Is that possible?

Thank you

Hey Joooools,

yeah, it is.

 

You can use this format:

 

https://sysaid.domain.tld/servicePortal/submitSR?populateSR_id=NUMBER

 

Where the id=NUMBER equals the ticket ID of your template. So, as an example. If I want to create a shortcut to my request template with ID 448, my link would look like this https://sysaid.domain.tld/servicePortal/submitSR?populateSR_id=448.

Cheers,

Max

Hi Max

Thanks for the reply.

As mentioned in my initial question, I need to do this using the same url as the Sysaid desktop shortcut in order to allow users to be logged in automatically.  Using the method you suggest forces them to log in manually.  If you have any other suggestions I would appreciate it.

Thank you

 

Userlevel 4

I have created a batch file which contains the link to the Self Service Portal ("C:\Program Files\SysAid\SysAidSessionUtilities.exe" hotkeyevent) and have created a link to it from our intranet. I would also like to do the same but have it link directly to a template with prepopulated categories, eg.  http://helpdesk/servicePortal/submitIncident?populateSR_id=31223&populateSR=true. I need to do it this way so that it automatically logs users in.  Is this possible?

Hi Jooools,
it is not possible to hit a ticket in the SSP without registering!
Only after registration you can create a widget that calls a specific template.
For example, if you want to make an input form available from your intranet without logging in, I recommend you to offer the web forms under Settings -> Customize -> Web forms or alternatively the SSP in guest mode.
  Hope I could help you a little!
cheers
Karlson

Sorry I think you are misunderstanding.
All our users have accounts and we use LDAP to pull their details in for SSO.  When they use the desktop shortcut it takes them directly to the Service Portal without the need for logging in.  I would like this to happen when they use a link which takes them to a template with pre-populated categories, however using a link like this…. https://sysaid.domain.tld/servicePortal/submitSR?populateSR_id=448 …. asks them to log in.  So I need to be able to use the desktop shortcut link ("C:\Program Files\SysAid\SysAidSessionUtilities.exe" hotkeyevent) but direct them to the template.

 

Does that make more sense?

Thanks

Userlevel 4
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Hi @Joooools 

Unfortunately, the SSO identification can only apply when reaching SysAid through the Agent in your case. 

Tried to consult with our expert if they have a creative idea but no luck. 

Best,

 

 

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