Self-Service Portal

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

  • 53 Posts
  • 141 Replies

53 Posts

A
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:

0
A
1 year 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.

1
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.

5
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!

1
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.

1
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?

1
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

2
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

3
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!

10
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 :)

1
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

0
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!

1
Maayan Karstaedt
SysAider
2 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.

3
alefabian
Active talker
2 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

1
Karlson
Super SysMate
2 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

2
G
2 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!

1
T
Active talker
2 years ago
rjackvony
Community Enthusiast
rjackvonyCommunity Enthusiast
posted in Self-Service Portal

Add Text Block

Hello: Is there a way to add a block of text on the incident template to provide the end users instructions or additional details when they submit? This is under ADMIN ==> SELF SERVICE PORTAL ==> Incident Submission Form. Thanks

1
alefabian
Active talker
2 years ago
T
TfetterolfNew SysMate
posted in Self-Service Portal

Add Custom boxes to SRView

On my sysaid I have created some custom action items/text boxes to our request forms and I was wondering how I would go about adding those boxes or any boxes to the SRview when someone is looking at their SR's in the SSP. Right now when someone looks at their requests in the SSP they only have the Description box and attachment box and that's it. I want it to display more information than just the description box.

1
alefabian
Active talker
2 years ago
René Rijk
Active talker
René RijkActive talker
posted in Self-Service Portal

Forgot password page

Hi everyone, I would love to see another way how end user can ask for a new password if they forgot it. I would love to see a form where the user only have to fill in his E-mail address. Why is the account needed? Why is the name needed? Just an Email must be enough. What if they forgot the account name or username. ( we all know that we have to remember way to much login data from all kinds of sites) If they can’t remember one of those, they have to send us an Email and ask for the data they need. This is an extra step for us and thus not wanted. Is it possible for now, or in a feature version? To set the page only to Email info? As said, I would love to see a much simpler way for lost password recovery. Thanks, René 😉

5
alefabian
Active talker
2 years ago
G
Community Enthusiast
GinAdminCommunity Enthusiast
posted in Self-Service Portal

Make Non-Automatic Sysaid Messages available to End Users through Self-Service Portal?

Is there any way to achieve this? I would like our end users to be able to see all communication on a ticket that was not an Automatic Email Message. I know there is an option to "Hide" all automatic messages in the Admin Portal, but End Users cannot see their communications on a ticket at this time. Any assistance would be greatly appreciated! Thank you, Gina Auer

2
B
Community Enthusiast
2 years ago
W
WaterbottleNew SysMate
posted in Self-Service Portal

Submit a Video not showing in Chrome/FireFox

We are new to SysAid and have been having problems with video submission that we have not been able to nail down. It seems some devices can submit video as an attachment to an incident through the desktop agent and then the self service portal but other devices cannot. This does not seem to be tied to agent settings or account but I have discovered on working devices it still only works through Edge and not through Chrome or Firefox which makes me think it could be something specific in some browser configs. We have not set up any restrictions/policies/custom settings in our browsers and a reset to defaults or reinstall of the failing browser does nothing to help. Has anyone seen this in the past or is there a list of required browser settings perhaps? When the functionality does not work the agent runs, records the videos, stores it in temp but when the browser opens and you select submit an incident there is just no attach video options and no indication a video was taken at all,

0
W
3 years ago
D
dbaileyNew SysMate
posted in Self-Service Portal

Self Service

Noobie here. I need to integrate the Password Enforcer Policy with SysAid. I need to integrate the API. Can someone point me in the right direction? Thanks in advance

0
D
3 years ago
S
SWFamifedNew SysMate
posted in Self-Service Portal

Login using REST API

Hi, We try to communicate with Sysaid using the REST API. We found out that in order to query a SR we need to call the URL http://srvsysaid04:8080/api/v1/sr/1234567 and provide it with the TOKEN in the Authorization property of the headers. In order to get that TOKEN, we need to perform a login. We try using http://srvsysaid04:8080/api/v1/login/ and passing our user_name and password as parameters as described in the API. We don't receive an answer but rather a server error (500 - The server encountered an internal error (Request failed.) that prevented it from fulfilling this request) without more details. Has someone here already experienced this as well ? How to perform a REST login and get the TOKEN needed for further requests ? Thanks, Stephane

6
S
3 years ago
R
RayNowNew SysMate
posted in Self-Service Portal

Add more custom fields

I know that I can add sr.cust_text1= and sr.cust_text2= on my service request form but could I add more like sr.cust_text3= sr.cust_text4= sr.cust_text5=? Thanks.

3
M
3 years ago
M
Community Enthusiast
maqsaCommunity Enthusiast
posted in Self-Service Portal

Show "due date" on end user portal

Hello everyone, I just installed SysAid and I want to show to the end user the due date, such field is not shown by default in their view. Anyone knows how to show it? Thank you

8
alefabian
Active talker
3 years ago

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