Self-Service Portal

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

  • 57 Posts
  • 149 Replies

57 Posts

T
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?

1
SysAid Copilot
SysAider
1 day ago
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!

1
R
SysAider
1 month ago
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

2
I
2 months ago
S
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

1
jsidoti
Guru
3 months ago
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

5
Steve_IT_FPST
Active talker
3 months ago
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??

1
A
5 months ago
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.

1
I
SysAider
5 months ago
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.

2
sreydman
5 months ago
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.  

1
jsidoti
Guru
7 months ago
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.

2
C
Active talker
8 months ago
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?

10
jorgiani
SysAider
9 months ago
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?

4
alin.lupascu
SysAider
9 months ago
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

1
A
9 months ago
J
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. 

4
J
Community Enthusiast
9 months ago
F
firesuiteNew SysMate
asked in Self-Service Portal

Announcements and banners on Self Service portal

Hi,We would like to start to display banners and messages on homepage to warn of current ongoing issues, or forthcoming events including links or pdf files to resolutions or workarounds so that users don’t always feel the need to raise tickets if we have a hundred on it already.Is this possible to do, can’t find any documentation for it.

3
S
SysAider
10 months ago
J
Community Enthusiast
jeffreyb60Community Enthusiast
asked in Self-Service Portal

Wrong captcha when logging into mob.sysaid.com (mobile app)

One of our users is getting “wrong captcha” when trying to login on the mobile app. Everyone else that tries it gets in fine. We tried logging as him on different phones with the same issue.Any ideas?

5
A
10 months ago
S
Community Enthusiast
SChandiramaniCommunity Enthusiast
asked in Self-Service Portal

Text in Information field

Hi,  A couple of the templates on the User Self Service portal have text displayed on the template when the user selects an option from the 1st Category, e.g. ‘Marketing & Communications’ (below).  What I have been tasked to do is update the text on the template. I cannot find the field to customize the text. Does anyone know where I can find this field? Cheers 

8
S
SysAider
11 months ago
J
Active talker
JSHActive talker
asked in Self-Service Portal

Search in Self-Service Portal

Our users are missing the search functionallity in the end user portal. We are always asking them to search in their own service records, but they told me it does not work. So I just checked my self and it seems they are right or I misunderstand how it is supposed to work.I have a ticket with the word CREO in the subject and body. But when I search for this word it just returns 0 results.Do we have to enable something for this search to work?  

2
J
Active talker
1 year ago
T
tschummNew SysMate
asked in Self-Service Portal

Static fields on user request form.

What is the easiest way to display a static text field on a request form, visible to all users who submit a request? Thank you!

1
M
Community Enthusiast
1 year ago
E
Community Enthusiast
eluizCommunity Enthusiast
asked in Self-Service Portal

iframe error

Hello I tried insert page from SysAid in my webpage with iframe, but the server still lock the access. Someone now we fix this or who in SysAid we contact to update domain list to accept iframes?  <!DOCTYPE html><html lang="en"><head> <meta charset="UTF-8"> <frame-options policy="SAMEORIGIN" /> <title>Document</title></head><body> <IFRAME src="https://globalbanking.sysaidit.com/servicePortal/submitSR?populateSR_id=17825&sspTargetUrlLink=0" width=600 height=500 frameborder=1 scrolling=auto policy="deny"> </IFRAME></body></html> 

5
Maayan Karstaedt
SysAider
1 year ago
E
Community Enthusiast
eluizCommunity Enthusiast
asked in Self-Service Portal

iframe error 'x-frame-options' to 'sameorigin'

Hello I tried insert page from SysAid in my webpage with iframe, but the server still lock the access. Someone now we fix this or who in SysAid we contact to update domain list to accept iframes?  <!DOCTYPE html><html lang="en"><head> <meta charset="UTF-8"> <frame-options policy="SAMEORIGIN" /> <title>Document</title></head><body> <IFRAME src="https://globalbanking.sysaidit.com/servicePortal/submitSR?populateSR_id=17825&sspTargetUrlLink=0" width=600 height=500 frameborder=1 scrolling=auto policy="deny"> </IFRAME></body></html> 

1
Maayan Karstaedt
SysAider
1 year ago
L
lgautamNew SysMate
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
1 year ago
J
Active talker
JSHActive talker
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
1 year ago
N
Community Enthusiast
nnemethCommunity Enthusiast
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
1 year ago
A
Community Enthusiast
adsouzaCommunity Enthusiast
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
1 year ago

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