Self-Service 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.

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!

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.

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?

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

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

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!

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 :)

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

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!

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.

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

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

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!

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

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.

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 😉

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

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,

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

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

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.

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

Hello We are experiencing a weird issue with PSS and G Suite. When the user is first enrolled for PSS and attempt to change their password for the first time, it seems that Google does not pick it up correctly. Users are still able to log in to domain PCs (AD) but when trying to log in to their Google account, they cannot. Google says that the password was changed, but does not allow to log in with either new or old password. When they run the procedure again, all works suddenly. 😲 We went through all possible logs to trace any errors but all looks perfect. Did anyone come across this issue? We are expecting over 2000 students to enrol during the summer and we need to fix this. Help, please.

Hello all, I need help with deploying the password self service windows login feature on a new set of PCs which are Windows 10. We had the feature on our PCs which were Windows 7 but recently replaced all. I have tried the process of deploying them using the SysAid tool but it does not seem to work. Can I have some assistance please? Thank you.