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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

  • 62 Posts
  • 160 Replies
62 Posts
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> 

2255
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> 

1741
Maayan Karstaedt
SysAider
2 years 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?

991
Maayan Karstaedt
SysAider
2 years 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?

913
Maayan Karstaedt
SysAider
2 years 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. 

501
Maayan Karstaedt
SysAider
2 years 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.

31611
L
2 years ago
G
gplummerNew SysMate
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. 

2345
G
2 years ago
PSousa - IWIS Germany
Active talker
PSousa - IWIS GermanyActive talker
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.

306
A
2 years ago
M
Mabey Hire LTDNew SysMate
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 :)

1062
Harris_cp
2 years ago
barbosalui
barbosaluiNew SysMate
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

230
barbosalui
2 years ago
D
Dominic64New SysMate
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.

931
Maayan Karstaedt
SysAider
2 years ago
Steve_IT_FPST
Active talker
Steve_IT_FPSTActive talker
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.

1755
Maayan Karstaedt
SysAider
2 years ago
C
ctomichNew SysMate
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!

631
Maayan Karstaedt
SysAider
2 years ago
B
Bob74New SysMate
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.

221
Maayan Karstaedt
SysAider
2 years ago
A
Active talker
AnnHoodActive talker
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?

141
Maayan Karstaedt
SysAider
2 years ago
D
DadManNew SysMate
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

642
Maayan Karstaedt
SysAider
2 years ago
M
merva2New SysMate
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

303
Maayan Karstaedt
SysAider
2 years ago
Bee
Community Enthusiast
BeeCommunity Enthusiast
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!

4810
Maayan Karstaedt
SysAider
2 years ago
M
Mabey Hire LTDNew SysMate
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 :)

361
Maayan Karstaedt
SysAider
2 years 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

230
Maayan Karstaedt
SysAider
2 years ago
L
LokuaNew SysMate
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!

931
Maayan Karstaedt
SysAider
3 years ago
A
Active talker
AnnHoodActive talker
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.

973
alefabian
Active talker
3 years ago
rjackvony
Community Enthusiast
rjackvonyCommunity Enthusiast
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

241
Karlson
Super SysMate
3 years ago
G
gascaifeNew SysMate
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

292
G
3 years ago
C
Coff96New SysMate
posted in Self-Service Portal
Custom SR Template in Self Service Portal

Hello I've set in the subtypes a new request template called "New employee". In the self service portal, I configured a new item that link to the template ID 10 (the id of the "New employee" template). In the self service portal everything is showing (icon, description etc.) but when it comes to open the item, it shows the basic template and not the template ID 10. Any guess on how to solve it? Many thanks!

551
T
Active talker
3 years ago

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