Toolbox Widget Form

Field	Description
Name	The name you select for this toolbox item
Enabled	Select Yes to display the item in the Toolbox widget in the Self-Service Portal
Description	The description that appears under the name in the toolbox item
Target URL	The URL that the toolbox item links to including its protocol (for example, "http://")
Open in	Select how you want to open the toolbox item
Icon	Click Change to customize the default icon for this item. Click Reset to revert the item's icon back to the default icon.
Visible for groups/users	To select groups/users who can view the toolbox items Click within the field. Begin typing the name of the group you want to add. Select a group or user from the auto-complete option. Repeat to add as many groups/users as you want. If you want remove a group/user, click the X corresponding to that group/user. If you want to exclude a group, enter the group name in the Exclude field.
Visible for companies (ITSM edition only)	To select companies whose users can view the toolbox items Click within the field. Begin typing the name of the company you want to add. Select a company from the auto-complete option. Repeat to add as many company as you want. If you want remove a company, click the X corresponding to that company. If you want to exclude a company, enter the company name in the Exclude field.
Visible for guests	Check this box if you want the Toolbox item to be visible to end users who access the Self-Service Portal as guests.

Field

Description

Name

The name you select for this toolbox item

Enabled

Select Yes to display the item in the Toolbox widget in the Self-Service Portal

Description

The description that appears under the name in the toolbox item

Target URL

The URL that the toolbox item links to including its protocol (for example, "http://")

Open in

Select how you want to open the toolbox item

Icon

Click Change to customize the default icon for this item. Click Reset to revert the item's icon back to the default icon.

Visible for groups/users

To select groups/users who can view the toolbox items

Click within the field.
Begin typing the name of the group you want to add.
Select a group or user from the auto-complete option.
Repeat to add as many groups/users as you want.
If you want remove a group/user, click the X corresponding to that group/user.
If you want to exclude a group, enter the group name in the Exclude field.

Visible for companies

(ITSM edition only)

To select companies whose users can view the toolbox items

Click within the field.
Begin typing the name of the company you want to add.
Select a company from the auto-complete option.
Repeat to add as many company as you want.
If you want remove a company, click the X corresponding to that company.
If you want to exclude a company, enter the company name in the Exclude field.

Visible for guests

Check this box if you want the Toolbox item to be visible to end users who access the Self-Service Portal as guests.

Link to a custom SR form

You can create a widget item that opens an incident or request form with a predefined template or limited set of available categories. This allows users to easily open SRs that are designed to address some of the more common issues that you handle.

Define a template for an SR toolbox item

Define a toolbox item to create an SR with a preset template
You can design a toolbox item that opens an SR form with a predefined template. Let's say you receive a lot of incidents regarding paper getting jammed in your company's printers. You may want to allow users to click a toolbox item in the Self-Service Portal to open an incident form already loaded with data from the Paper Jam incident template.

To define a toolbox item's template

In Settings> Service Desk Templates find the incident or request template you want to select. Note the template's ID number.

In the Toolbox Item list, duplicate the Report an Issue item to create a link to an incident from or duplicate the Submit SR from Template item to create a link to a request form.

In the new toolbox item form, rename the toolbox item. For example, you may want to call it "Printer Paper Jam Issue".

In the Target URL field, append the text ?populateSR_id=<Template ID#> to the URL and include the ID number of the template you want (for example: /submitIncident?populateSR_id=10).

If you are using an On Premise edition of SysAid add the parameter "/servicePortal" to the URL. For example, "/servicePortal/submitIncident?populateSR_id=10"

Note:

To create a link to a request template, replace the word "Incident" with "SR" so it reads /submitSR?populateSR_id=15
or /servicePortal/submitSR?populateSR_id=15 for On Premise.

(Optional) Select a new icon for the toolbox item.

Click Save.

Define a category set for an SR toolbox item

You can design a toolbox item that opens an SR form with a limited set of available categories. Let's say you receive a lot of requests that are directed to the Human Resources team. You may want to allow users to click a toolbox item in the Self-Service Portal to open an request form in which they can only select HR-related categories.

To define a toolbox item's category

Mark each category you want available for this SR:

In the Category list, select the categories you want to include.
On the List Actions bar, click More.
From the first drop-down list, select Visible in EUP to these Groups.
In the second text box add All Users.
Add the user group you want to specify this SR for (e.g. "HR").
Click Done.

In the Toolbox Item list, duplicate the Report an Issue item to create a link to an incident from or duplicate the Submit a Request item to create a link to a request form.

In the new toolbox item form, rename the toolbox item. For example, you may want to call it "Submit an HR Request".

In the Target URL field, append the text ?selectedGroupName=<Name of User Group> to the URL and include the name of the group you want ("for example: /submitIncident?selectedGroupName=HR ).
If you are using an On Premise edition of SysAid add the parameter /servicePortal to the URL. For example, /servicePortal/submitIncident?selectedGroupName=HR

Note:

If you are creating a link to a request category, replace the word "Incident" with "SR" so it reads /submitSR?selectedGroupName=HR or /servicePortal/submitSR?selectedGroupName=HR for On Premise.

(Optional) Select a new icon for the toolbox item.

Click Save.

Link to a custom SR form

Define a template for an SR toolbox item

Define a category set for an SR toolbox item

What's Next