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Self-Service Portal

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

  • 67 Posts
  • 175 Replies
67 Posts
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jcmosqueraNew SysMate
asked in Self-Service Portal
Multi-Tenancy

I would like to make better use of the SysAid tool we currently have implemented. I’ve been with the company for a short time, and I’ve identified that the tool is not properly configured. The most relevant observations so far are the following: There are several entities sharing the same service catalog. All users access the same self-service portal to create tickets, regardless of the entity they belong to. There are multiple opportunities for improvement, but we haven’t made much progress due to a lack of technical knowledge on proper configuration. The available documentation online is quite limited, so I will try to make as much progress as possible using the current manuals.In the short term, these are the most urgent points I would like to work on: Create separate companies and entities.(Objective: allow the creation of independent service catalogs and establish specific rules per entity or company.) Create customized service catalogs for each entity. Configure separate se

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dleethehcpNew SysMate
asked in Self-Service Portal
Portal login timeout

How/where do we adjust the portal login timeout value? 

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kcregerNew SysMate
asked in Self-Service Portal
User unable to submit an incident

Hey guys I have one new user at my company, he’s unable to submit new incidents through the self service portal. The button that typically appears on the banner towards the top of the screen doesn’t show up (it shows up for the rest of the managers), and when he clicks on the submit an incident button towards the bottom of the screen, it acts like its loading the submission form, but then does nothing. I’ve checked settings, they’re all set correctly, he is the only one experiencing this issue. I’ve tried undeploying and redeploying, and rebooting, and still no changes. Has anyone else experienced this or have any ideas on how to fix this?

223
A
SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Self-Service Portal
Adding a room number place in the template

How to I add a place for a user to type in their room number in the template for submitting a service request?

416
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Community Enthusiast
A
Active talker
abonfimActive talker
asked in Self-Service Portal
SysAid APP - Spaces

Hi everyone I’m using the cloud version of SysAid and I notice that there is no SysAPP to Mobile Devices. I’ve tried to user in the Browser and the experience is so bad.Is there any roadmap to delivery an new APP? I’don't believe that in 2025 a platform like SysAid there is not APP.  The GLPI have the really goog APP and it is free and SysAid, that I pay to use, dows not have.   

642
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Active talker
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Active talker
abonfimActive talker
asked in Self-Service Portal
All pages with Codification error

Hi everyone?I’m facing a problem here regarding codification of pages. Meu Tenet is in Brazil/Portuguese linguage and all pages have the problem like attached. I’m using UTF8 in Sysaid and I have the issue.Some body could help to solve this?   

501
raluca.zarnica
SysAider
S
Active talker
SAMMYLUCActive talker
asked in Self-Service Portal
incident decision tree

On an incident, is there a way to have the client go through a decision tree to determine the priority level? we are trying to set up off hours notifications, however only want true urgent requests to come through.   We need to ask clients set of questions (yes/no) to accomplish this.   thank you. 

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Active talker
SAMMYLUCActive talker
asked in Self-Service Portal
does co-pilot off capability to have on-going conversation?

If client asks question and does not get a complete response, does co-pilot offer option for continued conversation building off last question?

542
A
SysAider
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WilfrankNew SysMate
asked in Self-Service Portal
Remarks to incidents not visible for end users

Customers complain that not all remarks added to incidents in july are visible in the self service portal. Has there been a bug in Sysaid whick caused this? If I test this now, it works properly again, the newly added remarks are shown.  

671
SysAid Copilot
SysAider
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AksipikiNew SysMate
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:

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Active talker
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Michael ReznicekNew SysMate
asked in Self-Service Portal
Link to a custom service request and custom categories from the self service portal

Hello,I created a service catalog item and want that to link to a custom template that I created and only show a filtered number of categories. The documentation states to append ?populateSR_id=<Template ID#> for the template and ?selectedGroupName=<Name of User Group> for the category. Both work indivually, but how can I combine them?https://documentation.sysaid.com/docs/service-catalog Thanks in advance. 

763
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tcampbellnmialNew SysMate
asked in Self-Service Portal
Error message when sending tickets

When attempting to submit an incident, I am getting this error message. “There was an error in the ticket submission”. Can anyone assist?

1221
SysAid Copilot
SysAider
M
MollyNew SysMate
asked in Self-Service Portal
Limits on NEWS posts

We have an issue where the oldest NEWS item defined in our Self-Service portal is cut off.  What are the length/character limits for this area of the portal?  Is there a setting that will allow us to scroll down to read all items?   Thanks for any input!

301
raluca.zarnica
SysAider
I
itmanagerpmxrayNew SysMate
asked in Self-Service Portal
My Settings not showing in self service portal

the My Settings option is not showing up in the self service portal. it has been enabled in the service catalog item section of the self service portal and has been set to visible to user groups “all Users”.I am able to remove and add all the other items on demand but just not the My Settings

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Supervisor A2ANew SysMate
posted in Self-Service Portal
EPERA USUARIO DE RECHAZA ANTES DE TIEMPO

HOLA TENGO UN PROBLEMA, ALGUNOS TICKETS SE RECHAZAN ANTES DE TIEMPOS TENGO UNA REGLA DE ESPERA USUARIO EN LA CUAL LUEGO DE QUE PASEN 10 DIAS  Y NO TENGA RESPUESTA SE DEBERIA RECHAZAR EN AUTOMATICO PERO SE ESTE RECHAZANDO EL MISMO DIA O AL OTRO DIA. CUAL SERIA LA CONFIGURACION CORRECTA EN ESE CASO DENTRO DE LAS OPCIONES DE REGLAS DE ESCALAMIENTO. GRACIAS

281
jsidoti
Guru
R
Community Enthusiast
Reed the SwedeCommunity Enthusiast
asked in Self-Service Portal
I'd like to remove the Submit an Incident button

Hi Everyone - In my instance I have a Submit an Incident button above my banner in my self service user portal - I’d like to drive my users to a section of the Service Catalog where users can use forms for specific types of incidents -- Is there a way to remove the submit an incident button from the top of my portal page? Thank you!Reed

2105
Steve_IT_FPST
Active talker
M
MarcEnglefield92New SysMate
asked in Self-Service Portal
Self Service Portal Autologin

The SysAid Agent installed on a select few PC’s manages to sign a user into the Self Service Portal by retrieving a sessionID from the API (I assume), and it uses this sessionID to sign the user into the SSP without prompting for credentials. Is it possible to get this sessionID without needing the use the SysAid agent shortcut?? We have our own menu in the business and would like the portal to have a link which doesnt prompt the user to login. I have tried testing the URL generated (found in the agent log) with my own sessionID but it doesnt work. an example of this link: https://servicedesk.((BUSINESSNAME)).com:((PORTNUMBER))/Login.jsp?jsessionid=session_3273376664d545819eab94c9b16d63a9&ignoreSSO=true Has anyone had any success??

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sreydman
sreydmanNew SysMate
asked in Self-Service Portal
If SysAid supports a silent installation on Teams

SysAid seamlessly integrates with Teams, providing an excellent experience for our teams. However, a minor hurdle we've identified is related to the installation process. When new users initially search for SysAid in Teams chat, they are prompted to install the software. While it's a straightforward two-step task, we've noticed that some users make it a bigger deal, especially if they're hesitant about transitioning to a new ticketing system (cue the "lol").To enhance user adoption, we're exploring the possibility of making SysAid available without the need for a "first-time installation." Is there any chance we could streamline this process or make SysAid more accessible within Teams?Your insights on this matter would be greatly appreciated.

611
iulian.olaru
SysAider
sreydman
sreydmanNew SysMate
asked in Self-Service Portal
Add new incident status

I wanted to express my appreciation for the excellent software – we've been utilizing it for a month now, and it's truly impressive. The self-service portal has been particularly helpful; however, I'm encountering a small challenge.I'm interested in creating a new status called "ongoing" for tasks that extend over the long term. Can you guide me on whether it's possible to add a new status in a manner similar to adding a new category?Thanks for your assistance.

2622
sreydman
M
SysAider
Michelle JSysAider
posted in Self-Service Portal
Visit Admin's Alley

Need an additional admin quick? Now you can do it yourself on SysAid’s Admin Alley. No need to wait for quotes.Click here to visit Admin’s Alley - available for on-premise and Cloud.  

501
jsidoti
Guru
C
Active talker
Colin BodkinActive talker
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.

702
C
Active talker
SBM.ChrisW
Active talker
SBM.ChrisWActive talker
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?

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jorgiani
SysAider
R
Community Enthusiast
Reed the SwedeCommunity Enthusiast
asked in Self-Service Portal
options for communicating via the portal

my current config only allows users to add notes to a ticket when working in the portal view --Is there a way that users could submit messages in the portal - the same functionality as when the user replies to the ticket in email?

1624
alin.lupascu
SysAider
R
robman2122New SysMate
asked in Self-Service Portal
Workflow Action Item Logic

Hello everyone, TLDR: Can you perform a dependency check where the value of one field is compared to another?SysAid Cloud Customer - Latest VersionI am attempting to create a logic test within a workflow I am creating for approving user changes. I have an action item designated in the beginning of the workflow to pull the relevant field info in to perform the dependency test on a later action item and want to compare the two values to have further action items activate automatically based on that test.For the time being, I am pulling in the values of “Request User”, “Change User” (the user who needs permission changes, pulled from the “Followup User” SR field) and “Request User Manager” (Pulled from LDAP attributes) into the first action item as custom text fields. The user data/info pulls in correctly, however when I attempt to do a dependency check on the next action item, I can’t seem to get it to compare the values. For the dependency check, I have it look to see if the first actio

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Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Self-Service Portal
Remove solution from end user incident form

Is there a way to remove the “Solution” field from the end user SR Form? I have removed it from the submission form, but can’t figure out how to remove it from the view when a user opens an existing ticket. 

834
J
Community Enthusiast

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