General Settings
    • 17 Jul 2022
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    General Settings

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    Article Summary

    Use this page to configure the general settings of the Self-Service Portal. Be sure to click Save when you are done editing this page.

    Enable Self-Service Portal

    This option enables end users access to the Self-Service Portal.

    Enable Access Without Login

    This option is only available if at least one of the portals are selected. This allows users to login to the portal as guests, without entering a user name and password. Guest users can create an SR or initiate a chat by using their name and email address.

    Display "Remember Me" in Login Page With Default Value (Checked/Unchecked)

    If this option is enabled, the Remember Me option is displayed in the SysAid login page. The option Checked/Unchecked determines whether the Remember Me option is preselected or not.

    Selecting Remember Me during login causes the user to be automatically logged in every time he accesses SysAid from that browser on that computer. If the user clears the cookies for that browser, he will have to manually log in again.

    Display Domain Drop-Down in Login Page When Multiple LDAP Integrations Are Defined

    If you have integrated your SysAid with more than one LDAP, you may choose whether or not to show the Domain drop-down list on the login page. If you do not display the Domain drop-down list, LDAP users must log in using their full login names (domain\user). Note that if you have not integrated SysAid with LDAP or have integrated with only one LDAP, the Domain drop-down list never appears on the login page.

    Allow End Users to Register Themselves

    Adds a link to the SysAid login page allowing anybody accessing that page to register themselves as an end user. SysAid uses their email addresses as their user names.

    Enable End Users to Change Settings

    This allows end users to change settings such as name, phone number, password, and language. If disabled, only administrators can change settings for end users.

    Enable Calendar

    This allows end users to access the calendar feature in the Self-Service Portal.

    User's Asset Determined by

    This determines which user name is used for login to the Self-Service Portal when pressing the SysAid hot key or using the SysAid desktop shortcut icon. The choices are:

    • Domain and user: This is the user name with which users are logged into the computers, including the domain name. Example: ilient-hq\david
    • Asset owner: This logs users in as the owners of the assets they are using. Owner is specified per asset on the Asset form. Please note that this option may not be ideal if you have shared computers in your organization, as you will not know who submitted the SR from these shared computers.
    • Login: Forces end users to log in, and uses whatever user names they log in with to access the Self-Service Portal.

    When Accessing the Self-Service Portal From the Hotkey

    If you are using an LDAP other than Active Directory, when an end user accesses the Self-Service Portal from the SysAid hotkey and submits an SR, the SR's request user may be incorrect. Enable this option if you are encountering this issue.

    Enable Chat From the Self-Service Portal

    If disabled, the Chat icon is removed from the Self-Service Portal.

    Allow End Users to Reopen Incidents or Requests, and Then Change Their Statuses to

    If enabled, end users are able to reopen incidents and/or requests they've submitted from the Self-Service Portal, or via a link that is included in the email to end users when a service record is closed. You may choose the category these reopened incidents/requests receive (e.g. "Reopened by End User").

    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").

    When a Service Record is Submitted From an Asset...

    This is useful when you have not imported your users from LDAP.

    When end users add a note or attachment to an Incident/Request; Change its Status to

    This is helpful so that your administrators know that end users have made changes to the service record. Example: change status to "Updated by end user." Only statuses relevant to incidents/requests are shown.

    Enable FAQ

    This enables the end-user Knowledge Base, referred to as the FAQ. Click EndUserPortalSettingsfilesEditendusersSelfServiceEditendusersSelfService.jpg to edit the FAQ items. You can also edit them from Service Desk > Knowledge Base > Articles.

    Enable FAQ Without Login

    This option is only available if Enable FAQ and Enable Self-Service Portal without Login are checked. This allows users to access to the Knowledge Base as guests, without entering a user name and password. Guest users can create Knowledge Base articles with their name and email address.

    Allow Selecting a Different Request User in SR Submission, and a Different Assigned To in Action Items

    If this is enabled, end users can change the request user or Assigned To admin when submitting the SR.