Direct link to pre-filled SR template

J
Rank
Howdy. This may be a feature request, but I'm hoping that there is a simple solution. I would like to be able to send customers a URL that will lead to a new service request form pre-filled with a service request template.

If I send a link like this:

https://my.sysaid.instance/SubmitSR.jsp?quick_name=33889

the correct template is selected in the SR submit form. BUT the other fields are not updated with the template settings.

If I then switch the selected template to something else and switch it back to the one I want, then the fields will be pre-filled.

Is there a way to send a direct link to a pre-filled template?

Thanks,

Jeremy.

16 replies

Danny Tashiev
Rank
Hi Jeremy,

You can use the following:
https://my.sysaid.instance/SubmitSR.jsp?populateSR_id=33889&populateSR=true

I understand you also have a ticket on this topic in our helpdesk. Is it ok to close it?

Cheers,
Danny
J
Rank
That works perfectly! Thanks so much!

Yes, you can close the ticket.
DaveTrafford
Rank
Badge
Hi Danny,

I am trying to do the same. Is the 33889 the template #?

Thanks, David
DaveTrafford
Rank
Badge
By trial I found this does still work! The 33889 is the template number. I am stoked!
Woosty
Hi Guys
Just to clarify, if I create a request, save it (so it has a ticket number) then use the link -

https://my.sysaid.instance/SubmitSR.jsp?populateSR_id="TICKET NUMBER"&populateSR=true

This will send my customers to a pre-filled template that they can add a little more detail to (location, time etc.) and then submit as a new ticket?

Thanks in advance.

Paul.
Danny Tashiev
Rank
Hi Paul,

No, information from existing tickets will not be pulled. It will only be pulled from templates you have created and the user can use. The method for this is described in my previous post (populateSR_id).

Cheers,
Danny
Woosty
Thanks for the reply Danny
I don't think I follow, sorry. How can I create the template in the first place please?
Danny Tashiev
Rank
Under Settings > Service Desk Templates > Incident/Request Templates > Add Incident Template. You can use the # of the created template for the link discussed in this thread.
Woosty
Sorry Danny, I'm being a bit dim...
So I'm logged in to

http://my-company/Home.jsp

and click on my face in the top right corner and click on My Settings?

I don't seem to have Service Desk Templates?

I don't think I'm in the right place... 😞
Danny Tashiev
Rank
You click on the cogwheel icon to access SysAid Settings.
Woosty
Hi Danny
I only see the attached when I click on the cog...
1 Attachment
Danny Tashiev
Rank
This means you are not a full SysAid Administrator. Please contact the person who has the permissions to access this area.

Cheers,
Danny
Woosty
OK, thanks for your help Danny. 🙂
C
This only seems to work with incident templates. I can't see to get it to work with request templates. Am i missing something?
alefabian
Rank
Userlevel 2
Badge
The link is still valid and works with Request templates as well:
https://my.sysaid.instance/SubmitSR.jsp?populateSR_id=[ID_Template]&populateSR=true

If you are using the Self-Service Portal, use:
- for Incident: /submitIncident?populateSR_id=[ID_Template]
- for Request: /submitSR?populateSR_id=[ID_Template]

Online help: https://community.sysaid.com/Sysforums/helpData.page?helpId=14973
C
I'm still running in to a few issues as follows:

I am using this URL:

http://my.sysaid.instance/SubmitSR.jsp?&populateSR_id=[template]&populateSR=true

and point it to a request template.

But when a user access this, they get the correct template form, but my system submits as an incident, not a request, even though the template is a request template.

So I enabled the self-service protal and used this url

http://my.sysaid.instance/SubmitSR?populateSR_id=[ID_Template]

but I get a 404 error, requested resource is not available. If I use SubmitSR.jsp, in the URL, users get to the form but it still submits as an incident. Notice I also had to capitalize the "s" in Submit.

I reviewed the help article at https://community.sysaid.com/Sysforums/helpData.page?helpId=14973, but I don't see the Toolbox Widget Items in my instance.

I am on v19.4.41 Pro Plus Edition.

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