Self-Service Portal

Self-Service Portal, Service Catalog, Web Forms, Password Services, Branding and layout customization, end user experience and guides

  • 38 Posts
  • 92 Replies

38 Posts

L
lgautam
asked in Self-Service Portal

Link to service record in email notification to end user

When an end-user submits a ticket or anytime an update is sent to the end-user, they receive an automatic email with a link to the ticket number. The link to the ticket takes them to the self-service portal instead of the ticket specifically. Whereas if an administrator user clicks on the link, they are directed to the ticket itself.Is there a way we can change the link for end-users to be directed to tickets for the notifications to be user-friendly?

1
Maayan Karstaedt
SysAider
5 hours ago
J
JSH
asked in Self-Service Portal

Notes missing from self-service portal

We used the notes facility to have an easy method to see status/ updates on a service request. But with the new Self-Service portal our end users are not able to see these notes anymore. They can only add one..is there a trick to show Notes for the end user?

3
Maayan Karstaedt
SysAider
8 days ago
N
nnemeth
asked in Self-Service Portal

Submitting Tickets Totally Broken

Hello, I’ve updated some Data Population settings in a few Tasks and now when trying to submit a ticket in any category in the Self-Service Portal, it boots me back to the self service portal homepage and the browser console shows some errors each time. It’s always the same error.I really don’t think this was due to anything I did. It looks to be an error on the backend and something that probably shouldn’t happen when I’m just editing records through the admin portal. 

1
Maayan Karstaedt
SysAider
8 days ago
A
adsouza
asked in Self-Service Portal

Self-Service Portal - Adding Status

The self service portal is not user friendly i.e. there isn’t a status for an end user to see all “Active” tickets. They have to select all the relevant status as part of the criteria.

11
L
8 days ago
C
Colin Bodkin
asked in Self-Service Portal

What operators (if any) are available in the Self-Service Portal Search?

Are operators like AND, OR, and the use of quotations allowed?  It would be great if there is some reference documentation I could be pointed to.

0
C
1 month ago
G
gplummer
asked in Self-Service Portal

Password Self Service Portal is stating "This Username does not exist on the selected domain" for all users.

We are attempting to setup the password self service portal. When a user attempts to reset their password it is stating that “The username does not exist on the selected domain” for all users. I was looking for some guidance. I currently have a support ticket in to hopefully get some assistance but was also wondering if the community knew where some log files were for me to view while I wait for their support to get back with me. Thank you. 

5
G
2 months ago
PSousa - IWIS Germany
PSousa - IWIS Germany
posted in Self-Service Portal

Link to open in EUP special template

Hello Is it possible to send our end users a link, that they can use for open in a EUP a special template. We create a template for NEW USER CREATION (Win & SAP), if this would be possible, I would give that link to our HR Dept. so they can advise all the Teamleaders using this link when they need that the IT create a new Windows and SAP user.

6
A
5 months ago
M
Mabey Hire LTD
posted in Self-Service Portal

Making sysaid pretty?

Hiya, Apologies for this, as it might seem crude and ill-informed, but I am relatively new to designing and re-arranging SysAid on the back end of things, and the self service portal is coming live very soon - I was just wondering whether anyone had any basic tips for me to get the ball rolling in terms of making the Self Service Portal more personal to our company? (E.g: adding our colours, adding custom icons etc) Any help would be much appreciated! Izzy :)

2
Harris_cp
6 months ago
barbosalui
barbosalui
posted in Self-Service Portal

Worflow Joe and processes

I would like to know how to link one ticket to another. Let me explain how I wanna do it and please guys tell me if it's possible. Currently, I have two processes that I want to automate on SysAid workflow joe. The first one is the scheduling of exams, so after this ticket is complete I want to send it automatically to another department, for example, the medical one. So, the ticket will be opened again but this time to the medical department without any manual interaction. After this process is finished, I want this ticket to be sent to another department and opened again. This last step is the administrative department which will see if everything is correct and then finish the whole ticket process. Thanks in advance

0
barbosalui
7 months ago
A
Aksipiki
posted in Self-Service Portal

How to add an additional search filter for tickets in the Self Service Portal?

I am looking to add an additional search filter to the self service portal besides 'status', 'urgency' and 'priority', because our users have had difficulties finding back tickets since the transition to the self service portal. We were informed that adding in a custom filter was possible during one of the Sysaid webinars. Any direction to documentation on how to do this or additional guidance on how to find back tickets for our self service users would be very helpful. Images for reference:

0
A
8 months ago
D
Dominic64
posted in Self-Service Portal

Link to service record in email notification to end user

When an end user submits a ticket, they recieve an automatic email with information about the ticket they just submitted. I would like to add a link to the service record so that it links to the self-service portal when clicked. I have not figured out a way to do this. I tried adding this to the email template: http://SERVER_NAME/servicePortal/SRview/${ID} but when the end user clicks the link, it just sends them to http://SERVER_NAME/servicePortal instead. I have found previous form posts to create a link to the end-user portal, which is this: http://SERVER_NAME/EndUserSRView.jsp?id=${ID}&EndUserLink=YES and that works fine, but I would like a link to the self-service portal not the end-user portal. End users submit service requests using the self-service portal because it's much more user friendly than the end-user portal. Having a link to the end-user portal just confuses users.

1
Maayan Karstaedt
SysAider
10 months ago
Steve_IT_FPST
Steve_IT_FPST
posted in Self-Service Portal

Templates not appearing in Self-Service Portal (but they do in End-User Portal)

I recently upgraded to Ver.19 of the On Premise SysAid system and I have noticed an issue with Templates in the Self-Service Portal in that they are not appearing in the Template Drop Down. I do not believe this was an issue before the update to V.19 as I had several users submit tickets using a template that I made just for them. If I switch back to the End-User Portal then the Templates appear fine. Any ideas? I have double checked that they are all visible to the correct users and groups.

5
Maayan Karstaedt
SysAider
10 months ago
C
ctomich
posted in Self-Service Portal

Filter by request-only sub-categories?

From the End User Portal > View Your Service History, end users are able to see a list of all the service records (Incidents, Requests, etc) they have submitted. When clicking on "Sub-Category" to set a filter, not all available sub-categories are listed. Sub-categories that are only available as a request are missing. Is there a way to add request subcategories to this area? Under Service Desk > Categories, the categories are enabled in the EUP, and are visible to all users groups and admins. Any help is much appreciated. Thank you!

1
Maayan Karstaedt
SysAider
10 months ago
B
Bob74
posted in Self-Service Portal

News are in EUP but not in SSP

Hello. The problem is the following: when I insert a news item, it is visible only in the EUP and not in the SSP. Has it happened to someone yet? All configurations seem to be correct. I tried looking in the forum but I did not find anything about it Thanks.

1
Maayan Karstaedt
SysAider
10 months ago
A
AnnHood
posted in Self-Service Portal

Adding document to request form

We are trying to make our VPN requests available in the end user portal but we need them to see and acknowledge the policy for these accounts. Is there any way to link to or display the policy document in the form that they submit?

1
Maayan Karstaedt
SysAider
10 months ago
D
DadMan
posted in Self-Service Portal

End user action in Self Service Portal

Hello everyone! I need your help. I'm creating a workflow for a request and sending custom email with alert. Up to here everything works well. The problem occurs when the end user clicks on the link in the email to view the request on the portal. Although i have disabled the "end user portal" in the in the SysAid settings, that link opens the request into the "end user portal", instead in the "self service portal". The link refer to the varaible "$LinkToSubTab"as written in the guide. Has anyone ever encountered the same problem? Has everyone a solution? Thanks

2
Maayan Karstaedt
SysAider
10 months ago
M
merva2
posted in Self-Service Portal

End User Portal bug or problem.

Hi, not all messages shown in Messages list of Incident in End User portal for the Company Supervisor. How to allow Company supervisor to view all messages in End User portal? Sysaid version 17.3.57 Pro Plus Edition

3
Maayan Karstaedt
SysAider
10 months ago
Bee
Bee
posted in Self-Service Portal

How to Change "Title" to "Subject" in end user portal

Our wonderful, technologically advanced users seem to think that "Title" literally means their job title. How can I change the end user portal "title" to read "subject". I am willing to change it everywhere in sysaid if necessary if changing it just on the end user portal isnt possible. Thanks ahead of time!

10
Maayan Karstaedt
SysAider
10 months ago
M
Mabey Hire LTD
posted in Self-Service Portal

Banner removal?

Hi Guys, I was just wondering whether we could remove this banner from the top of the Self Service Portal page? As you can see we have removed the buttons and the search bar, but the empty banner still remained, and it looks quite clunky and out of place. Any suggestions on how to remove it would be much appreciated! Thanks! Izzy :)

1
Maayan Karstaedt
SysAider
10 months ago
Maayan Karstaedt
SysAider
Maayan KarstaedtSysAider
posted in Self-Service Portal

Important Notice: SysAid is Sunsetting its End-User Portal

Did you know that SysAid’s Self-Service Portal, which is the modern and more sophisticated cousin of the End-User Portal (EUP), was launched a couple of years ago? Literally thousands of our customers have enjoyed the benefits of this tool and now it’s time for you to do so too. With any legacy solution comes its limitations and security risks. This is why we’ve made the decision to sunset the EUP, so that you don’t become exposed to these vulnerabilities. Not to mention, the Self-Service Portal is just way better. These are the critical dates of our sunset timeline: Cloud customers: December 2021 On-Premises customers: Q1 2022 release Looking to learn more about what a SSP is all about, read up about it here. : Also, be sure to join our webinar on December 8th at 10 am ET where we’ll cover what the transition from the EUP means for you, and how to boost your self-service capabilities and employee adoption to the next level. Upwards and Onwards, Maayan

0
Maayan Karstaedt
SysAider
10 months ago
L
Lokua
posted in Self-Service Portal

Question - Department Supervisor tickets

Hey, So I created a department and applied all users and a Department supervisor to this group. I am trying to have it show all tickets from the first submission of any of these end users. Is this possible to do or will it only show the most recent tickets from a certain time or date? Thank you!

1
Maayan Karstaedt
SysAider
10 months ago
SBM.ChrisW
SBM.ChrisW
posted in Self-Service Portal

Archiving - How Does It Work?

Does the archiving of tickets help with database performance and search times? What happens with an archived ticket? Where do they go? Is there help for archiving, I could not find any. Is there any special setup required? Lots of questions, I thought I would go ahead and just get them all out there?

4
P
1 year ago
A
AnnHood
posted in Self-Service Portal

End user closure category

We are looking at turning on the ability for end users to close thier own tickets in the portal and I noticed this in the help guide: Allow end users to close an incident/request; and then change their statuses to If enabled, end users are able to close incidents and/or requests they've submitted. You may choose the category these closed incidents/requests receive (e.g. "Closed by end user"). How to I choose the category that these get? I can't find that anywhere.

3
alefabian
SysAid Partner
1 year ago
rjackvony
rjackvony
posted in Self-Service Portal

Internal IP Address

When we have users submit an incident, we like to collect the IP Address of the machine which they are on. Currently it is a manual process. We know SysAid has some knowledge of this address as we can see it for the assets under ASSETS ==> ASSET MANAGEMENT ==> ASSET LIST, but are told there is no way to populate it on the ticket. Has anyone figured out a way to get this to work. Thanks, Randy

1
Karlson
1 year ago
G
gascaife
posted in Self-Service Portal

Number of category levels in Request form

When adding 'Category' to the visible fields on the Request form within the Self Service Portal, it adds three levels. Is there a way that you can have it setup so it only adds two levels? Thanks in advance

2
G
1 year ago

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