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SysAid User Manual - Help Desk Software by Ilient

1. meters to My Report start time 04 11 2007 08 46 E Send to ariel Browse Some of the parameters that you can set in these forms are Category Sub category company asset grouping custom filter output format date range and number of records 204 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Select the specific parameters Click the Submit button For more information about setting the parameters of the report please consult The Manager Dashboard chapter in this guide 205 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 10 Project and Task Management The Project and Task Management tool Tasks Projects is available in the full edition of SysAid and in the full edition 30 day trial To learn more about SysAid Full edition please follow this link http ilient com fullversion htm The Free Edition does not have this module This feature has been designed for Projects and Tasks management and allows mem
2. 192 168 1 77 Workstation VMware Inc VMware 56 4d 4f 03 d8 4e a0 Supplier List 91 99 d6 Oa 59 ef 84 4a bd 192 168 1 235 3Cam Baseline Switch 192 168 1 235 Switch yosi Network Discovery 2924 SFP Plus 192 168 1 40 3Com Baseline Switch 192 168 1 40 Switch I 2924 SFP Plus 87 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple By clicking on one of the assets the Information page will open This page contains an overview of that asset You can easily navigate to any of the additional six pages that detail the attributes of that asset Maintenance Help Desk Hardware Software Activity Log and Remote Control In each page you can review add and update information on that particular asset From each oy of these pages you can add or remove fields by clicking on the Customize icon or print out the contents of the asset by clicking on Print icon Further details of how to manage this list are provided in Chapter 7 To review those service requests that relate to a specified asset first select the asset from the Asset List and then click on the Help Desk tab in this screen you will see the Service Request List for that asset Asset Monitoring Tab When looking at the details of a specific asset
3. Monday Asset Settings Project Settings v a CMDB Settings v v v v Reminders Edit news Exclude dates Date Action Event Logs a add BubiTyass 51310 Delete Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About 2 When creating a timer create an expression that defines the conditions for recording time For example create the expression Status New to record how long a service request stays open 3 Finally click the Save button SysAid offers a convenient Expression Builder letting you build expressions based on SysAid fields Building expressions is an advanced feature If you require assistance in building an expression contact us for support In the Operating Times screen you can define the operating days hours of the help desk Holidays can be specifically excluded Due dates escalation and timers will use these definitions 171 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 8 2 Satisfaction Survey The survey feature enables you to keep in touch with the needs of your end users SysAiders can now issue a survey when closing a service request in o
4. Once logged in administrators will navigate to the administrator interface 4 SysAid Welcome Home Page 6 5 01 Account cmdb User arel M 8I os Welcome to SysAid Manager Portal ae Administrators online Asset Management Service Desk 1 Users ariel Monitoring Tasks Projects 4 CMDB Analyzer Preferences Last messages Community Chat Additional Modules Recent Forum Topics General IT Discussions Custom Queries 01 10 09 SysAid CSS Forum SPAM bounce back from email sent to sysaidcss 30 09 09 SysAid CSS Forum Escalation rule to email to a non user 30 09 09 Helpdesk Email to SMS issue in escalation rule 30 09 09 18 6 Hamasger St Tel Israel 972 3 533 3675 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 60223 ISRAEL E mail info ilient com Help Desk O active Service Requests assigned to you tactive Service Requests not assigned Asset Management 3 assets in 0 groups Recent Forum Notifications SysAid User Manual Release 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple Following successful login you can commence to deploying and configuring the system The Three Interfaces in SysAid SysAid contains three portals the end user interface the administrator interface and the manager interface In SysAid there are three types of user end users administrators and managers
5. Search Bel a E ze Downloads Answers Author 13 10 2008 10 02 22 T How to upload and download Knowledgebase items into the SysAid community e 10 Haim 1e Se 30 Welcome to the Knowledgebase sharing forum 2 o Saar 303 er i Exception reading base attributes System FormatException Blackberry o 1 TREES e Peete eee title test o 7 EN 212 14 10 2008 17113154 office 2007 Freezing o a Banas seq 09 40 2008 te 4 7 52 How to change MS Exchange Default Store Limits o o Neil ar PE sissies Remove Outlook AutoComplete Name o 1 pena 716 othe PEE xs cs3 031 Unable to get to the internet 1 10 3 1150 mrib7 2008 ees Flush DNS o o Inkaboli 523 aD RS Pantone Spot conversions not consistant 0 Takaholo soa 2707 2008 09192104 Mac starts up with a blank desktop only 6 OEN ass 17 07 2008 09 82 14 Lost ail desktop docs and folders o o Inkaholic ger fuagszgue tases Mac Safe Mode startup p 5 one es 2008 03 3 win mail paT attachments o a inkabelie asz 17 07 2008 09 32 14 To download an item go in the community to My Profile and fill in your Local SysAid Server URL in the form You need to be registered in the SysAid community to be able to download an item If you are not yet registered please go to Preferences gt My Settings gt My community Settings tab fill in your details and click Save To import Knowledgebase items from the SysAid community click the icon Downl
6. Add to Administrators Knowledge Base and to End Users Self Service Add Cancel Note that when you search for a KB item from within a specific service request SysAid will focus its search for KB items with the same categories as the service request Supervisors The full edition of SysAid includes a feature that allows nominating particular end users as their department or their company s supervisors To learn more about the SysAid Full edition please follow this link http ilient com fullversion htm The supervisor will be able to see all service requests of his her supervised end users Needless to say nominating end users as supervisors can offer a great 194 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple advantage in improving your workflow and in reducing the workload on administrators To determine that a certain end user will be a company supervisor you have to 1 First set at least one company in the dropdown menu of companies Preferences gt User Management Companies 2 Then attribute end users to a company Preferences gt User Management End User Manager gt click a row entry gt General Details In case the Company field does not appear in the Ge
7. escalation with a different priority Note that SysAid allows to escalate the Service Level Agreement according to timers and to add timers and other service request dates such as close date and customized dates to the SLA Operating Times An advanced feature of SysAid is the concept of timers which can record time for service request operations For example a Time to Respond timer can record how long it took an administrator to begin handling the service request The timers can be viewed in the service request list you can add them to your list views 1 To create timers go to Preferences gt Help Desk Settings gt Operating Times 170 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 60 Setting up Operating Times 6 5 01 Account cmdbh Userclga ft 2220 My Settings Service Desk settings User Management General settings Categories Routing Priorities Due dates Alerts Escalation Rules Operating times Timers Change Problem Settings Quick List SUES Remote Control Settings Account Defaults n i Company Default MEN S Customize Operating hours 05 00 PM 05 00 PMi Integration gt Ez Operating days End User Portal Sunday lt
8. x Preferences Y My Settings Remote Control Settings User Management 7 m 2 Allow Remote Control to All Computers Help Desk Settings Except Group Asset Account Defaults All Customize test2 All Integration BEE ag End User Portal Asset Settings Editnews Downloads 3 At the top of the Remote Control Settings page make sure that Deny appears in the dropdown box Ensure that there are no row entries in the Except table This setting will deny remote control access to all assets Allow Remote Control Access to All Assets To allow remote control access to all assets verify that Allow appears in the dropdown box at the top of the Remote Control Settings page Make sure that there are no row entries in the Except table This will allow remote control access to all assets Other Options No 1 How to set up the following access rule To allow remote control access to the majority of assets at the same time excluding a few assets from remote control 95 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 1 For this rule select the Allow tab in the dropdown menu 2 In the Table titled Except specify those assets you want to exclude from remote c
9. IT s That Simple 25 Routing page 6 5 01 Account cdo User ariel MBI 7 Yh Preferences Y My Settings Service Desk settings R General settings Categories Routing Priorities Due dates Alerts Escalation Rules Operating times Timers Change Problem Settings Quick List User Management ae Remote Control Settings Account Defaults Company User group Category 9 Adinini trator HETS and General TAN ml Tai al Il Categori All Subcategory lt m aay 3 Customize G All j All sij or J il Subcategory ai None x None m Rad apaan All All Basic Software gt bbunny E Deiere End UserPortal All All Network Equipment 2 none System Team Delete see Sats All VIP users All Categories supervisor none Delete CMDB Settings Project Settings Reminders Edit news Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About Route All Service Requests to One Administrator On a very simple level you can route everything to one person if you have one main administrator that will respond to all of your company s service requests by selecting the All option for Company User Group Category and Sub Category Then select the administrator whom the service requests should be routed to Finally click Add Companies If your organization provides external IT services you will need to set up Companies Moreover some IT administrators provi
10. SysAid User Manual Aid IT s That Simple Notice Copyright 2004 2009 SysAid All rights reserved Document Date November 10 2009 Due to the inherently complex nature of computer software SysAid does not warrant that SysAid software is bug free will operate without interruption is compatible with all equipment and software configurations or will otherwise meet your needs 3 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Contents of SysAid User Manual Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11 Chapter 12 Chapter 13 Chapter 14 Appendix 1 Appendix 2 Appendix 3 Appendix 4 Index 4 6 Hamasger St SysAid Modules Installation and Successful Login Setting Up Users Help Desk An Overview Inventory Asset Management Monitoring Module Advanced Configurations Managing Help Desk Advanced Settings Reports in the Analyzer Project and Task Management SysAid Manager Dashboard IT Benchmarks SysAid ITIL Package SysAid Chat Tel Israel 972 3 533 3675 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 60223 ISRAEL E mail info ilient com SysAid User Manual Rel
11. SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Browsing Hierarchies and Assets To browse a hierarchy and to see the contents of any asset group click on its name The page detailing the information for that asset will open To drill down to see the contents of an asset group click on the group asset name and its contents will appear To return to the parent group click gt Up link Move an asset or group of assets into a different group If you notice that an asset appears in the wrong group you can easily move it 1 In the My Network Assets screen browse to the appropriate level of the hierarchy where the asset or group is displayed with a check box Click on the check box for all those assets or groups that you would like to move simultaneously 2 At the top of the My Network Assets page click on the Move to Group button a dropdown menu will open chose the group that the assets you selected will be moved to 3 Click Save The assets will have been moved 35 Move an Asset to a New Group 91 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275
12. SysAid is extremely flexible it will let you redesign its forms You can add remove and OF change the location of the fields Wherever you see the Customize icon amp this indicates that the current form may be redesigned New fields may be added including new customized fields and in the Help Desk portal even a new page can be added to SysAid 123 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Customize the Form 1 To add additional fields to a form for example to the Mobile form where you can submit service requests received via a mobile Ho phone Help Desk gt Mobile click on the customize icon Ki The Design Form popup opens 44 Design Form Design Form Page Mobile Screen Details Page Caption resource getString SF Visible Fields a Category a Title dmin Group Attachments Urgency x i Priority Child Service Requests Submit User Close Time Re st User As ed to Cus it K edge Ba Custom Int 2 Actions Default Value 2 7 Required 1 In the Available Fields select fields to appear in the Mobile page Using the arrow button move the fields to the Visible Fields box Click Save 2 It is
13. Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple Administrator Settings To customize your settings as an individual administrator you should change the parameters in the My Settings page Go to Preferences gt My Settings 8 My Settings Page 6 5 01 Account cmdb Preferences Y User Management My Settings My Community Settings Favorites My Settings Service Desk Settings Password Remote Control Settings Confirm Password Account Defaults PEE amp First Name Ariel Integration Last Name P End User Portal Email ariel ilient com Asset Settings Text message CMDB Settings Chat Nickname Project Settings s Language English United States Reminders Time Zone EST EST 10 1 09 6 02 AM Edit news Date Input Style American Event Logs Encoding Unicode utf8 Sub Types ae Enable automatic rotation of dashboard views Change Templates Problem Templates Out of the office assign all new requests to 2 GES ee Service Desk Notifications Chat Settings Downloads Signature Auto Text About Set Language Settings for Administrators 1 To change the language settings across your SysAid interface go to the My Settings page and in the Language field select the desired language Click on the dropdown menu t
14. Users Serial Model Manufacturer Operating System CPU Memory Display Storage Network 227 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple IP Address Note that you can see the MAC addresses of the asset view export and search by MAC address Edit End user Properties Available Fields for Additional Remarks Customization Active service request Present the active service requests Attachments Present the attachments of the end user CI Attachment Present the Cls attached to the end user Cl Relations Present the Cls related to the end user Cl Relations Graph Present a graph of related Cls Car License Present the car license number of the end user Cubicle Present the cubicle of the end user Date Input Style Department Present the department to which the end user belongs Disabled Show whether the end user is enabled or disabled Encoding Expiration Date Present the expiration date of the end user license Floor Present the floor on which the end user is located Font Size Helpdesk History Present the history of the end user Is Supervisor Show whether the end user is a supervisor or not Language Present the language of the end user Links Present relevant links fo
15. asset cust_text1 asset cust_text2 asset custom_notes asset cust_int1 asset cust_int2 companycust_list1 companycust_list2 companycust_text1 companycust_text2 companycust_notes companycust_int1 companycust_int2 sr cust_list1 sr cust_list2 sr cust_text1 sr cust_text2 sr cust_notes sr custom_int1 sr custom_int2 project cust_list1 project cust_list2 project cust_text1 project cust_text2 129 Field Type Creates a drop down menu text or numeric Creates a drop down menu text or numeric Adds text field only Adds text field only Adds a note box Adds a numeric field only Adds a numeric field only Creates a drop down menu text or numeric Creates a drop down menu text or numeric Adds text field only Adds text field only Adds a note box Adds a numeric field only Adds a numeric field only Creates a drop down menu text or numeric Creates a drop down menu text or numeric Adds text field only Adds text field only Adds a note box Adds a numeric field only Adds a numeric field only Creates a drop down menu text or numeric Creates a drop down menu text or numeric Adds text field only Adds text field only In the asset interface only In the asset interface only In the asset interface only In the asset interface only In the asset interface only In the asset interface only In the asset interface only In the help desk interface for company categories In the
16. e Administrators can have complete remote control of machines e Easy integration with external purchasing and ordering systems via XML e All reported changes are saved in a permanent computer record which contains hardware software and service history 9 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple SysAid offers asset management functions SysAid scans the network of the organization and provides IT the necessary information IT managers and administrators can easily see information such as listed above without leaving their offices SysAid retrieves the assets information automatically which is by far more effective than listing the data in a spreadsheet SysAid Asset Management is extremely useful because it is impossible for IT to manually list all assets the details of assets and changes the assets go through With SysAid e Network computers detected automatically no need to input assets manually e Hardware and software of assets are automatically detected and displayed no need to input asset information manually e Hardware and software changes on assets detected and updated automatically SysAid keeps an updated picture of the network and its machines e All reported
17. 3 Execute the file from each computer in the network follow the instructions and complete the installation Each computer that logs on to the network will automatically execute SysAidAgent exe and install the SysAid end user module From that moment on SysAid will monitor the computer Some assets such as printers can only be added manually 114 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 4 This option deploys the agent with default settings Uninstalling the SysAid Agent In the event you want to uninstall the SysAid agent you should choose one of the options below depending upon how the SysAid agent was originally deployed e SysAid Administrator Tools to uninstall the SysAid agent you can use the deployment tool to un deploy the client from every computer Click on Deploy SysAid gt Action gt Undeploy from selected computers e Manual installation Go to Start gt Control Panel gt Add Remove Programs e Login Script C Program Files SysAid unins000 exe verysilent To uninstall the SysAid server go to Start gt Control Panel gt Add Remove Programs To verify that SysAid has been removed check to see if you have SysAid server directory on your computer If you c
18. Aid IT s That Simple Please select from the list those software products that are used on your computers and add them to the Install Names box For Instance there might be listed Windows 97 Windows 2000 and Windows XP in the Available Install Names Your network computers however might employ only Windows XP In this case you need to add into the Install Names box only the Windows XP software product You can direct SysAid to show only non used install names which allows you to view clearly which install names do not have a software product assigned to yet Under Asset Management gt a specific asset gt Software Products tab you can see a table displaying the software products that are installed on this asset according to your pre defined lists of software products Catalog Items The catalog list is the grouping of specific assets according to the type of catalog item they belong to For example in the case you have several DELL Latitude D830 model laptops The catalog item will be Dell D830 and it will be automatically detected by the SysAid Agent To reach the Catalog page click the Catalog link in the SysAid sidebar menu To begin with this page too will be empty You need to feed the information of your catalog items To add a new catalog item to your list click on the New Lal icon This will lead you to a form called New Catalog Item in which you can specify various details about a catalog item used for the comput
19. Aid IT s That Simple Description Forward ignore emails to Insert the username of the individual who should receive the ignored emails One of the advantages of email integration is that responses to emails sent from SysAid itself do not go to a personal email box but are centrally returned to SysAid so that other team workers can answer service requests when the assigned administrators are off on holiday or off sick Configure SMS 1 Go to Preferences gt Integration gt SMS tab 2 In order to use this option you should have a SMS gateway account One of the SMS gateways SysAid supports is clickatell http www clickatell com 3 Complete all of the fields in the SMS integration page 180 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 65 Setting up SMS Integration 6 5 01 Account cmdb User ariel fi My Settings Integration User Management Email Text message tpap Backup Service Desk Settings Provider Class com ilient util SMSCenterProvider Remote Control Settings Gateway ID oo Account Defaults J User Name Customize ahaa End User Portal Sender ID Asset Settings CMDB Settings 2 Es Project Settings Reminders Edit news Event Logs Sub Types
20. Remote Control Settings Search roe Account Defaults e a Filter Customize q Alli Integration i 9 rate Last Name User Name Email Cellular Phone Department Cubicle Floor Company Disabler Jamey phone End User Portal oded moshe oded moshe ilientcam No Asset Settings Bugs Bunny bbunny Bugs bbunny email com 718 858 9575 828 5188 Company No CMDB Settings 5 Forest Gump fgump Forest fgump email com 718 859 9605 828 6218 Company No Project Settings a Darth Vader dvader Darth dvader email com 718 858 9668 828 5281 Company No Reminders 2 f Super Visor supervisor Super supervisor email com 718 858 9669 828 5282 Company No Editnews 3 i fs John Head of John oded moshe ilient com No RT Helpdesk g Jane System Jane oded moshe ilient com Company No Sub T Expert 4 bs Ree Jack Customer Jack oded moshe ilient com 622 343 2321 Ext 214 No Service Stapana Anne Sales Anne 123 2342553 Ext332 No Department Problem Templates f Ariel P ariel ariel ilient com No Service Desk Notifications Chat Settings Turn end users into administrators Downloads About 2 To manually add a new administrator click on the new O icon in the top left corner You will reach a form New admin where you can input details for a new administrator 23 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail
21. The end users can submit service requests via the SysAid interface email telephone or a customized web page The administrators are able to respond to incoming service requests to configure settings in the help desk and asset setting or in the Projects and Tasks SysAid modules The managers can review generate and send automatically scheduled reports as well as to have a quick overview through the dashboard in the Manager Dashboard End User Interface From this portal the end user can access several pages the submission form for sending his her service requests self service page to review common problems if enabled a page to review old service requests and a page to re design their own user settings End users can search print or export to a CSV file their own service requests End users who are supervisors can also view their supervised service requests The end user has no access to the administrator interface or to the Manager Dashboard 19 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 IT s That Simple 5 End user interface SysAid Help Desk Welcome to the SysAid Help Desk Ariel The SysAid Help Desk provides you with the support and solutions you need to quickly resolve technical problems Here
22. enables encrypted communication To verify that stand with your 98 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple mouse on the eye icon on the lower horizontal bar of your screen You will be able to see the number of the port which enables encrypted communication If this is not the same port as the one specified in the RC page change your current listening port to the port which appears in the eye icon 6 In case you have defined in the deployment process that the end user whose computer you wish to remote control should permit your access in this stage a box asking for permission to exercise remote control will appear on the screen of the computer you have asked to control Only when the end user will allow you access to his her computer will you be able to remote control it 7 Even if you did not define in the deployment process that a permission form the end user is required once you remote control a distant computer the end user will be able to see his her computer is being remote controlled since the background color of the eye icon in the controlled computer will change into blue Ga p Enabling Remote Control with Alternative Programs In case the SysAid remote control tool does
23. please consult chapter 11 The Manager Dashboard in this guide Categories with the most SRs Lists the top 5 categories which contain the most service requests Categories with the longest SRs time Lists the top 5 categories with 202 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple average service requests that took the longest time to solve in average Categories with the longest SRs time Lists the top 5 categories with total service requests that took the longest total time to solve Categories with the longest SRs Lists the top 5 categories with activity time total service requests of which the total activity time is the longest Categories with the longest SRs Lists the top 5 categories with activity time average service requests of which the average activity time is the longest Administrators assigned the most SRs A list of the top 5 administrators who are assigned the most service requests Administrators with the longest SRs A list of the top 5 administrators time average who took the longest average time to solve their service requests Administrators with the longest SRs A list of the top 5 administrators time total who took the longest total time to solve the s
24. you can check the Monitoring tab Under this tab it is possible to view any monitoring information defined on this asset and check the status of its monitoring configurations and monitoring graphs 33 A Service Request submitted relating to a specific asset 88 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple My Network Assets Information Maintenance Help Desk Search Assets Add Assets I Import Assets Search ce Software Products amp Status ae Active v Catalog 7 Help Desk Records 1 10 of 237 Supplier List v Modify Time Status 189481 11 24 08 10 19 AM New 189443 11 23 08 9 42 PM New 189450 41 24 08 12 23 AM New 189461 11 24 08 5 21 AM New 189462 41 24 08 6 18 AM New 189464 11 24 08 6 52 AM New 189479 41 24 08 10 15 AM New 189449 11 24 08 12 19 AM New 189447 41 23 08 11 31 PM New 189448 11 24 08 12 07 AM New The Hardware and Software pages computer contains Hardware Software Activity Log RC V5 6 03 Account support User rel th ai A 0 DEV001 00 18 8B 26 10 20 vPro CMDB View DEFAULT e c Assigned to Priority Ses All v an v Cate 5 Request e ne 2 Category Title User Company Assigned to Modify User newsletter Example SR ariel lient Team r
25. 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Asset List Search Assets MAdmin Group Add Assets Select grou import Assets Software Products Catalog fl Supplier List AssetTest_s092 8 DEVE EV pevoois Build Machine f DEVOoOoS ilient_33 Icons Select and Upload Asset Icons and Add a New Caption You are free to add new asset icon images for asset groups or for individual assets You can also add new caption text to the icon 1 In the sidebar click Preferences gt Asset Settings gt Assets Types tab 2 In the Asset Types tab you can choose icons associated with asset types or even define new asset types These types are displayed in the Asset List Figure 25 3 If you have your own icons you can upload them and add them too Click on the Upload Icon button or click on the Change Icon button next to the asset of your choice When the new popup screen opens Browse for the file containing the icons To finish click Upload Then click the Add button 4 To add new caption text to the icon click on the Change Caption button A popup box will appear Enter the new text and then click OK 92 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1
26. 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Appendix 3 Items contained in the Preferences gt Help Desk Settings gt General Settings page Email responsible when a service request changes Email assigned group members when a service request changes New service request default priority SMS notification on new service requests with priority gt Send SMS to username Email notification on new service requests with priority gt Send email to username Browse Description This option will send an email notification to the individual assigned to it if any changes are made to the service request In each service request one can see in General Details the individual assigned in the Assigned To field This option will send an email notification to the administrator group assigned to it if any changes are made to the service request In each service request one can see in General Details the administrator group assigned in the Admin Group field For all new service requests you can set the priority level so that all incoming service requests will be displayed If you want to retain the Urgency setting set by the end user you should select Priority Urgency This option is useful for the most urgent service requests You should set the priority level Once you have set the priority level all service requests that meet the set
27. 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple You can also Upload and download items from the community to your local SysAid with a simple click http ilient com Sysforums forums sysaidinterfaces page Each service request within SysAid contains a portfolio of information which is divided into six pages Each of these pages can be viewed by clicking on the named tab General Details Description Solution Activities Messages and History Tab names can be changed tabs can be removed or you can add your own new tabs To learn more about creating new tabs please check chapter 7 in this guide under Create a New Form Tab in the Help Desk Interface using the Customize icon Following is an explanation about each of these tabs Solution Tab 22 The Solution tab 65 01 Account cmdb User ariel A 8I m EP sencedesk w F F TEA e Ex emee e s a Service Desk Service Request 48 Incident f a rons General Details Solution Activities Messages History Business Impact Links to other Service Requests Chats Related Items Change Requests Problems Resolution Service Request Actions Chat sessions amp Matrix Solution Phone Call New SR Actions zi Send Message I Add to Knowledgebase Q Search Knowled
28. Category Category me vesnpuor Request Assigned to Urgency Due Date Chalseesions 5 Basic Other Install Visio Install visio Being SysAid oded moshe Urgent Matri Software on oded s Analyzed 10 Data Electricity Data center Need to go down for New SysAid oded moshe Very Phone Call Center down for electricity maintenance High 13 Data none Schedule Shutdown data center New oded mashe oded moshe Center shutdown of process NewS 14 Network Firewall Main Firewall Our main firewall is down New SysAid oded moshe Urgent Equipment is down ooo We are working on the Mobile 18 Ms Servers Other Reset User either forgot New oded moshe oded moshe Very 3 24 09 11 23 AM er passwordin password or was blocked High Search 19 Network Firewall Cantaccess Lam trying to access New oded moshe oded moshe Normal Equipment a webpage hittasf Activities 20 Network Firewall The internet Web Pages are taking New Christina none Normal Equipment seems to be ages to load Aguilera Knowledge Base a e User Printer paper stuck Paper is stuck in the New oded moshe oded moshe Low 411 09 11 24 AM Workstation in printer printer Please assist Share and Compare 26 e Data none Schedule Shutdown data center New aded moshe odedmoshe Very Center shutdown of process High 26 w none none SysAid ITIL SysAid ITIL Problem New SysAid oded moshe i Problem To the left of the View dropdown menu you can see some icons Click on the Spee KO E Customize icon A new scr
29. Change their settings such as name password etc e Chat with support team members The End User Portal editing function appears under Preferences in your SysAid sidebar menu click on Preferences to see it To change the End User Portal 189 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple settings click on the End User Portal link under Preferences To view the End User Portal as an end user however click the icon of a figure in the upper right corner of your SysAid application screen Al Here are the administrators options for configuring the End User Portal 70 End User Portal Settings 6 5 01 Account cmdb User ariel ft 8I 7 Ter WA Preferences Y 1 v My Settings End user portal settings User Management General Settings Service Desk Settings V Enable end user portal Remote Control Settings v Enable Self Service URE e wuss Account Defaults j Enable End User to change settings Customize A e se pte z otes integration Add end user notes to Not v Vaia amet dataiminad by Namoa Gl Asset Settings Allow end user to close service request and then change its stat
30. Data displayed in Table Service Requests per third category Summarized number of service requests specified for the third level category Service Quality Service Quality Number of service requests opened and the mean time to repair MTTR is the default setting Data displayed in table listing Service Quality By Timer Summarizes the number of service requests date service request opened and average time taken to repair in days Data displayed in table You must complete the field Threshold in hours Service Breaches By Category Breaches are broken down by category Mandatory specify the threshold in hrs Average time to repair hr mins listed per category Data displayed in table and bar chart Service Breaches by Administrator Calculates time to repair 201 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Mandatory specify the threshold in hrs The report then calculates the number of breaches by admin and the average time Displays data in table and bar chart Service Breaches by Company Breaches are broken down by company Mandatory specify the threshold in hrs The average time to repair per company is listed hr mins Displays data in table
31. E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Change end user account information when using two or more LDAPs or when having moved to a new LDAP If you have moved from one LDAP to a new LDAP or have two or more LDAPs set up two or more domains and after you have made changes in the Active Directory before pressing the Refresh from LDAP you should delete all end users in SysAid 1 Go to Preferences gt User Management gt End User Manager 2 Click Toggle All and on the top menu bar click the Delete button SZ 3 You can now click Refresh from LDAP 4 You will have to create your administrators again if this action does not follow a fresh installation of SysAid 5 Users will login to SysAid using the following construction domain username SysAid Licenses First to verify that SysAid is successfully integrated with your LDAP complaint directory count the amount of users in your directory You can see your license details under Preferences gt About Count also those users who appear in SysAid irrespective of the status Disable The bottom of the page will state how many records you have If these numbers are not the same please contact Ilient support SysAid counts the number of users imported from LDAP and reconciles this with the number of licenses purchased Following integration with LDAP SysAid duplicates the information in LDAP SysAid keeps a list of users and their
32. ID Service Request Title Assigned to Instructions Due Date 234 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Further Guides and Reading The following guides are also available from www ilient com Guide 1 Installing the SysAid Server http www ilient com down installation_guide PDF Guide 2 Freeware Installation Guide http www ilient com down freeware_installation PDF Guide 3 Getting Started Guide http www ilient com down getting_started PDF Guide 4 Administrator Tools http www ilient com down administrator_tools PDF Guide 5 The Deployment Tool http www ilient com down deployment PDF Guide 6 The SysAid Agent http www ilient com down agent PDF Guide 7 End User s Manual http www ilient com down end_user_manual PDF Guide 8 Administrator s Guide http www ilient com down administrators_guide PDF Guide 9 The Database http helpdesk ilient com CustomPage jsp pageName download html amp fileNa me TheDatabase pdf amp EndUserLink Guide 10 Manager Dashboard Guide http ilient com down manager_portal pd FAQs Troubleshooting Section 235 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free cen
33. ISRAEL E mail info ilient com Fax U S 1 617 507 2559 AN6 IT s That Simple 61 Editing News Item Preferences Y My Settings User Management Service Desk Settings Remote Control Settings Account Defaults Customize amp Integration End User Portal Asset Settings CMDB Settings Project Settings Reminders Lie Event Lags Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About 174 6 Hamasger St Edit news Visible Title SysAid Demo Welcome to SysAid Online Demo a This is a full installation of SysAid Please feel free to navigate thru the different menu items and modules You may submit Service Requests and perform other Description updates Some of the functions are limited and not available in this demo Enjoy The SysAid Team Insert time 062212009 03 45 fl Show news to an z Company an x Group an Urgent news Save Check the Visible box to render your news item visible Fill in the form with your news item title the text of the item and the time In the news text field you may use html tags such as lt b gt and lt br gt to edit your text From the dropdown menu choose to show the news either to your administrators to your end users or to both If the news is urgent tick the check box to mark the item as urgent news The title of your news item will appear
34. Information page for an asset FIRAS 00 12 3F 50 BB F5 My Network Assets Information Maintenance Help Desk Hardware Software Activity Log RC VPro Search Assets amp Name FIRAS Add Assets 2 ieee Type Workstation a Software Products q pet L Catalog Company Sel Supplier List Catalog number OptiPle 520 Dell Inc Workstation i by des cription Belongs to none EECA Users reuse Serial DV4DS1d Model OptiPlex 6X520 Manufacturer Dell Inc Operating System Windows XP Professional 5 1 2800 CA CPU 2x Intel Corporation Pentium 4 3 0 Ghz te M Physical 1014 Mb Page file 2441 Mb Memory m Display Intel R 829456 Express Chipset Family adapter Plug and Play Monitor monitor 5 Storage Total capacity 80 Gb in 1 devices ae Network Host FIRAS ilient hq local AdapterBroadcom Netxtreme 57x Gigabit Controller 2 Packet Scheduler Miniport IP Address192 168 1 14 Finally there is an option for individuals to submit service requests even though they are not end users of SysAid To activate this option go to Preferences gt End User Portal and from the dropdown menu choose the Asset Owner option Then enable the check box When a service request is submitted from an asset automatically create a user account for that asset s user if no such account already exists Related Guides and Reading Guide 7 End User Manual http www ilient com down end_user_manual PDF 198 SysAid User
35. Insert the username of the individual and not the SMS number or the actual email address E SMS notification on new Service Request with priority gt Highest Z Send SMS to Email notification on new Service Request with priority gt Low F You have the option of sending an instant message to the administrator when a new service request is assigned to him her 184 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Send instance message to administrator regarding a new Service Request SysAid can send the end user a notification when either the status of a service request changes for instance an open SR is closed the service request becomes assigned to another administrator or notes are added by the administrator to the service request The option in General Settings is Email notification to End User when Status changes Assign to changes Notes are added For detailed explanation of each option on the General Settings page see Appendix 3 Integration with CTI SysAid can be easily integrated with CTI Computer Telephone Interface The new process can be as follows when a CTI system identifies the caller SysAid can now open a service request according to ID number
36. Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple Routing In SysAid you can route service requests as they enter the Help Desk directly to a named administrator and or admin group If routing rules have been set up the Dispatcher will not have to manually queue these service requests The Benefits of Routing e Saves Dispatch reviewing and queuing service requests e Delivered directly to the named administrator or admin group e Accurate queuing to named individual or group Usually the routing option does not do away with the Dispatcher Somebody will probably need to check in SysAid for New service requests as some may not have a category or title while others may have been sent via email or a web page Also some service requests may not fall within the routing rules The Dispatcher will have to review new service requests and assign them or queue them manually to an administrator To use the routing feature in SysAid you should have set up categories administrators and end users as described earlier in this guide In addition you should decide if you want to create one or both of the following fields Company optional and User Groups 69 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 9
37. M BIM My Network Assets Test asset 3beeea33 115e5e6fe92 8000 Information Maintenance Help Desk Hardware Software Activity Log RC vPro Search Assets i Remote Control Add Assets impart Assets To achieve remote control SysAid polls the remote computer repeatedly how often the polling occurs was set during the deployment Software Products amp The F Control should include the IP ress of that machine and the i Catalog D ve an option to allow or reject remote control Please wait until a Supplier List Computer is offline Remote computer will call you back to the following address 192 168 1 32 4228 7 Encrypt connection Alternative remote control options Remote Desktop Connection requires the username and the password of the selected asset Remote Desktop Connection v HE f 9 Esa 3 Since you have installed the Administrator Tools you will be able to see a small icon of an eye at the right bottom corner of your screen on the lower horizontal bar Notice the background of the eye icon is green This is an indication that your computer is not being remote controlled by another computer on your network Similar icon exists in all the computers on your network 4 If you wish to exercise a remote control over another computer with an encrypted communication please check the box Encrypt communication which appears on the RC page 5 You should also make sure that the port you are listening on
38. Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 9 Reports in the Analyzer SysAid offers a reporting function via the Analyzer portal SysAid provides various standard reports which can be customized by utilizing the various dropdown menus These reports are the same as the reports available in the Manager Dashboard In the Analyzer however the options are much more limited If you have the full edition of SysAid you can run modify send schedule and perform more actions on these reports To learn more about the SysAid Full edition please follow this link http ilient com fullversion htm Please read chapter 11 in this guide to learn more about the reports in The Manager Dashboard The Analyzer stores reports in three folders Help Desk containing two subfolders Work Load and Service Quality Inventory Highest Values Reports 199 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 74 Analyzer Aid ml Analyzer Y v6 5 01 Account cmdb Us
39. Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple screen will appear with any matching service requests best matches first By default only the knowledgebase a group of especially important service requests will be searched You can search through all service requests by choosing the appropriate button Boolean logic is possible The default is Or For And place amp amp between the words By default the search will find service requests that match any word you supply not necessarily them all To locate service requests that necessarily match two or more words place amp amp between those words Placing quotation marks around two or more words is equivalent to placing amp amp between them o Quick Access To access a SR by its ID use the quick access box available at the top bar of any page Click the question mark icon for the Help files to learn about performing more complex searches Duplicating a Service Request In some cases it is very useful to be able to duplicate a service request For instance when an end user sends a service request specifying two different problems Let s say that the end user s screen flickers and his mouse is broken These
40. Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 2 The administrator should perform a one time translation of key terms Download the text file in the Translate page 3 Save the file to your own computer For that purpose should use a text editor program such as Notepad 4 Translate the texts save the file and then upload it again from the Translate page in SysAid Benefits of the Translate Option Customizing the Menu Options and Headings 1 This option provides you with the flexibility to change one or more words used throughout SysAid For example you may be using the English locale and want service requests to be called trouble tickets 2 To make this change go to the Translate page and choose the English locale Download the text file to your computer edit it in a text editor locate the words service requests and change them to trouble tickets Save your change Upload the text file from the Translate page Now wherever the words service requests had appeared in SysAid you will see the words trouble tickets instead Modifying Menu Names Bolder changes can be made for instance the titles of the menu options located on the sidebar in SysAid can be also modified For example you can rename Tasks Projects to something more specific or relevant to your IT
41. Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 9 Remote Control By checking this box you will allow a particular administrator to remote control other computers in the network You should also set the remote control permissions for particular workstations To learn more about remote control please go to the section Remote Control Settings in Chapter 5 in this guide 10 Limit to its company data only If you have set up different companies that different administrator belong to by checking this box you can limit each administrator to its company data only 11 SysAid Administrator Enabling the checkbox next to this option will permit the administrator to change items accessible via the Preferences submenu 12 Manager Checking this box will determine the administrator as a SysAid Manager and enable him her access to the Manager Dashboard To learn more about SysAid Managers please go to Chapter 11 in this guide 30 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 10 Administrator Permissions 6 5 01 Account crndb User ariel MAI OK Preferences Y My Setti
42. Present a special integer field you have created Task Custom List 1 2 Present a special list field you have created Task Custom Notes Present a special notes field you have created task Custom Text 1 2 Present a special text field you have created Title Project Category Status Start Time End Time 231 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Estimation Progress Available Fields for Customization Attachments Cl Relations Cl Relations Graph Company History Incidents Links Users Cl Custom Date 1 50 Cl Custom Integer 1 50 CI Custom List 1 50 Cl Custom Long Text 1 50 Cl Custom Text 1 50 Cl Name Serial Number Cl Type Status Priority Location Owner Supplier Supply Date Accept Date Import Items 232 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Additional Remarks Present attachments to the Cl Present Cl relations Present the Cl relations graph Present the company the CI is related to Present the history of the Cl Present the incidents of the Cl Present the links of the Cl Present the users connected to the Cl Present up to 50 special date fields you have created Present up to 50 special integer fields you have created Pre
43. Search Assets a mee fe Here you can keep your asset data up to date and manage and set your update method and interval Software Products Catalog amp Group Asset ID Next run on Repeat every B All K 10 01 2009 14 32 35 E days Rad Supplier List 2 To create a new task choose the assets you want the task performed on Then choose a task Command The Inventory command scans the network for new updates 3 Finally choose how often to repeat the task Next run on Repeat every 4 If you have set up everything successfully the Run Now button will appear on the screen This can be used instantly as a test However if you do not want to wait for the time of the next scheduled run you can click Run Now In case you do not see the Run Now button this means the task you have tried to set up does not have complete information 5 After you have clicked Run Now to see all of your assets following the update click Asset management gt My Network Assets Note Automated updates of the asset inventory will not take place on newly added computers if they do not have the SysAid agent on them 77 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Asset Management Network Discovery Under
44. SysAid Configure Email and SMS Email Go to Preferences gt Integration gt E mail tab 176 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 63 Setting up email integration 6 5 01 Account cmdb User ariel M MI l A Preferences Y My Settings integration f User Management Email Text message LDAP Backup Service Desk Settings Outgoing emails Remote Control Settings SMTP host name newman ilient hg local Account Defaults Customize SMTP port 25 Email address oded moshe illient co End User Portal User optional for authentication Asset Settings Password optional for authentication ssss lt s ssssS pee CMDB Settings n y Encoding utf 8 Project Settings Content type textiplain charset utf 8 Reminders Enable SSL Secure Edit news Incoming emails Event Logs Enable incoming email integration pupyees Enable SSL Secure nange ferns Warning Do not use your own email address Inputting your own email address will disable it Please input an email account created especially for the email integration Problem Templates Service Desk Notifications eae Pos iM Chat Settings Mail Server Email address Downloads User Password eeeeeee Abo
45. The permitted values are Y or N SubmitSRShortcut This is the name your organization gives the caption of the submit service request shortcut if greater than one word enclose it in HotKey The hotkey number Once SysAid is deployed across your network users will be able to launch the system by clicking a hotkey for example F11 Yet login script does not understand F11 but rather identifies a location of a key within the keyboard from the registry and assigns it according to its numeric placement e g F11 has a value of 122 Please do not set F12 as your hotkey with Windows NT4 and Windows 2000 XP since in these the F12 is reserved for use by the debugger The agent poll interval in seconds To monitor computers SysAid will occasionally scan them viewing their details and updating the information it displays By default SysAid will run as a service on computers contacting the server every given number of seconds ConfirmRC The permitted values are Y or N Optionally when an administrator attempts to remote control a computer the user of that computer must confirm the remote control RandomMachinelD Generate random machine ID The permitted values are Y or N Generally the default will be N AllowSubmitSR To have a shortcut to SysAid placed on your desktop and to activate the hotkey insert Y Alternatively choose N not to have a shortcut to SysAid and to deactivate the hotkey URL account and serial elements are mand
46. This will lead you to a form in which you can specify various details about a software product used by the computers of your net The fields in the form are the name of the product the company it belongs to the vendor of the product the number of the license for the product the purchase date and the support expiration date for the product You can also add notes about the specific software product you are adding ore Fields can be added or removed by using the Customize Form icon on the top of the page To learn more about how to use this icon please go to Chapter 7 of this guide 39 New Software Page I E Asset Management v Ey My Network Assets New Software Asset List General Details cups History Search Assets Product Name Import Assets Version Vendor Catalog Supplier List of Licenses Network Discovery Purchase Date Support Expiration Date Notes Installed 0 Company Select Company Install names Select Remove All OK Cancel apply In a box at the bottom of this page you can see the Available Install Names of the software products in your organization as detected by the SysAid agent 102 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559
47. U S 1 617 507 2559 Aid IT s That Simple warranty expiration date You can also set a notification when you have exceeded the number of licenses you have 7 3 Administrator Mini User Guide In chapter 4 we reviewed the basics of the Help Desk here is a brief overview of other features available for administrators 150 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Using Lists Accumulating service requests are stored within lists Upon entering SysAid go to Help Desk in the Status dropdown menu click on Open Now all open service requests will be listed SysAid lists are a useful feature enabling the easy filtering sorting and viewing of information They appear throughout the software Service Request List Asset List Activities List Project List and Task List 54 A SysAid List Incidents Search G m Change Requests SR Type Status Assigned to Group Category R All x Active x an x All Groups x All Categories I Samoe Penugeractpas g 7 Alen Category mls Title Description Status Request Assigned to Urgency Due Date Chat sessions 5 5 Basic Other Install Visio Install visio Being SysAid oded mashe Urgent Matrix Software __on oded s Analyzed 10 Data Elect
48. a new escalation rule click on the Create New Rule This will lead you to a form where you can create a new escalation rule 168 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 59 Setting up an escalation rule 4 Preferences Y My Settings Help Desk Settings User Management General Settings Categories Routing Priorities Due Dates Alerts Escalation Rules Operating Times Escalation Rule Remote Control Settings Account Defaults To create an escalation rile fill out the form below and click Add Rate Customize Rule Name Integration Escalate Service Requests of type End User Portal Category All Cateaories Asset Settings Sub Category All Sub Cateaories Downloads 7 Statu Anv Status wi Priority All t4 Assigned to a Admin Group All Requested by peeo Company AU Escalate when more than 1 daysand 0 S hours have passed since Due Time v Escalate 9 m daysand 9 hours before due time Actions to perform upon escalation Notification Notify Ire Notify assigned administrator Notify the End User who sent the Service Request Notification subject A service request ID has been escalate This is an automatic notification of A an e
49. and appear in the page you selected Customize the Form and the List Page oat Add New Fields to Customize Fields SysAid provides the option of customizing extra fields for different SysAid entities You can define the following custom fields e Two text fields named Custom Text 1 and 2 e A long text field named Custom Notes such as the Notes field for service requests e Two dropdown menus named Custom List 1 and 2 such as the Status Urgency Priority menus the values of which appear in the Customized Lists page under Preferences e Two integer numeric fields named Custom Int 1 and 2 128 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple You can change the caption of these custom fields in the Translate page Preferences gt Customize gt Translate The names of the fields are self explanatory You can choose that certain fields will be visible in the form under each tab by moving them from the available to the visible fields in the customizing popup screen while you are under a specific tab and you click the Customize icon Table 3 Fields that can be customized in the Translate page Field name in the translate page asset cust_list1 asset cust_list2
50. and select Urgency Exclusions Even though the default priority is active and takes effect on all new service requests there are three instances when the default priority will not take effect 4 1 When an administrator creates and sends a new service request from the administrator interface 4 2 When the end user portal has been modified and the priority field is made available for end users to submit new service requests via the Submit Service Request Form 4 3 When a priority rule has been set up see below all those new service requests that meet the criteria set in the priority rule will not be covered by the default priority setting Those not covered by the priority rule will be governed by the default priority setting 162 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Option 2 Create Priority Rules according to asset asset group department company or user You can create rules for automatically assigning different priorities for incoming service requests 1 Go to Help Desk Settings gt Priorities tab This screen lists priority rules You can select form the dropdown menus an asset a group of assets a company a department or browse for a particular user Note that your ne
51. and thus proactively prevent these in advance Also the SysAid Monitoring module will allow you to exercise better control over your network and keep your assets from unwanted software and hardware Thus the monitoring tool can save you a great deal of time costs and extra work The SysAid monitoring tool ensures utmost functionality of all your network components from your most vital network applications your servers and down to each individual workstation on your network The monitoring tool is divided into two main sections servers monitoring and workstations monitoring A server is a computer that delivers information and software to other computers on your network while a workstation is a client computer connected to your network Working with our new SysAid Monitoring tool will raise your IT practice to a whole new level You will be amazed by how many complications can simply be avoided in advance You can configure the necessary checks that will be preformed on each asset or on a group of assets yourself You can also create special templates composed of different series of checks that can then be assigned to the relevant assets SysAid takes a proactive approach and allows you to define customized notifications on monitoring warning signals and alerts be sending customized emails or text notifications and even allows you to automatically open Service requests Constant tests for memory usage hard disk usage vital OS se
52. applications your servers and down to each individual workstation on your network e Servers monitoring and workstations monitoring e Configure the necessary checks that will be preformed on each asset or on a group of assets yourself e Create special templates composed of different series of checks that can then be assigned to the relevant assets Please note the monitoring module exists in a limited version in the Free SysAid Edition To learn more about the SysAid Monitoring module check the complete SysAid Monitoring Guide at http ilient com down monitoring pdf Reports e Automatic pre defined reports on help desk activity service quality hardware software inventory and more e Reports can be configured to match administrators needs 11 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Manager Dashboard e An immediate and customizable graphic Dashboard overview of the state of affairs in your organization e A wide choice of reports that can be scheduled customized and sent to different users e Various possibilities for modifying reports according to your specific needs or creating entirely new reports Projects and Tasks e Allows you to create list and manage pr
53. are two different issues that might have two different priorities and different due dates but they were sent in the same service request You will need to create a duplicate and address each of the issues separately To create a duplicate simply click the La Duplicate icon from any of the service request screens You can easily delete a service request by clicking the SA Delete icon at the top bar Customized printout 58 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple This feature enables you a wide range of customizations you can perform on the printout of a Service request it uses an Excel sheet that you can customize to your needs Fonts colors size logos etc and merges it with selected data in the Service request In the installation directory under C Program Files SysAidServer root WEB INF conf templates you can find an XLS file customized_printout xls This file is the default template used for your customized printouts 23 Customized Printout Excel File 59 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 IS
54. can see them separately by clicking the button Show Hide automatic messages in the helpdesk under the Messages tab Note that you can also customize an automatic SMS message to be sent according to your escalation rule Go to Preferences gt Help Desk Settings gt Escalation Rules tab and choose from the dropdown list Notification Method to send an email a text message or both 64 Automatic SMS Message determined via an Escalation Rule Notification i Notify E Notify assigned administrator C Notify the end user who sent the Service Request Notification Method Notification subject A service request ID has been escala This is an automatic notification A of an escalated service request in SysAid The service request was escalated based on the following rule EscalationRuleName Notification body The service request s details v Incoming Email SysAid can create a service request from an email alone and thus accept service requests from non registered end users Also if an end user responds to an email sent to him her from SysAid this reply will be assigned to the service request and the status of the service request will be automatically changed A notification can also be sent to your personal email The E mail Integration incoming emails page is a duplicate of part of the General Settings page therefore if you have completed the incoming email settings on the General Settings page there is n
55. custom icon Custem shortcut icon Run as a service refresh interval seconds 30 Remote Control V Enable Remot v End users mu Control confirm remote control Install mirror driver to accelerate performance Confirmation Header Attention s is asking for your permission to remote control your computer Ifyou accept 0 s will be able to see everything on your screen and control it Confirmation Message Accept Button Accept Connection Refuse Button Refuse Connection Install Submit Service Request Shortcut Generate Random Asset ID Click Save to keep your changes of the agent settings You may choose to save your settings as a default or return to the default by clicking the suitable buttons Click the Add button under the Deploy Agents tab to keep the scheduled deployment to a domain you have just created Deploy Agents according to an IP range The second option is marked by this icon Rf and allows you to determine your preferences for a scheduled deployment to your specified IP ranges From the first dropdown menu on the left choose the name of your discovery service In the IP Range boxes insert the number for the lower IP and the upper IP in your range in the upper and lower boxes accordingly Use the Deploy 80 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 O
56. devices You can create a list of custom OID s that will be retrieved from your devices and mapped into different asset fields OID s Object Identifiers are special codes each vendor manages to allow communicate via the SNMP protocol a common language between your server and the network device You can edit your OID s list under Preferences gt Asset Settings gt Customized SNMP OID s tab Here you can find a table with a list of common OID keys used by manufacturers of network devices You can manually add new keys and descriptions for new network devices here if you choose It is recommended to add a clear display name for the device you wish to list If you add more information for instance where is the device located and who is responsible for it you will be able to see this information in SysAid too The Mapped Field column helps you determine where the information will be presented in the asset page in SysAid You can choose the appropriate field from the dropdown menu An example for a customized OID you might want to add is the Toner Level of your printer Find in the documentation of your printer the OID that holds this value and add it to the customized OID list Map this OID to a custom field and change its name You can do so under Preferences gt Customize Translate To learn more about adding your own customized fields please read Chapter 7 in this guide under Benefits of the Translate Option Customizing the Menu Op
57. firewalls or anti virus continue to try the other options below or please consult our online Troubleshooting Guide http www ilient com troubleshooting htm SysAid Agent for Windows Click this link to perform automatic deployment with a login script for Windows Manual Installation can also be performed with this option and provides default agent settings SysAid Agent for Linux 110 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Click this link to perform automatic deployment with a script for Linux Manual Installation can also be performed with this option Download a SysAid MSI deploy package For instructions please go to http ilient com msi htm SysAid Agent for Mac For instructions please go to http ilient com mac_agent htm Three Options Deployment Instructions Option 1 SysAid Administrator Tools Automatic deployment with the deployment tool Windows NT up to 3 6 SysAid edition Windows 2000 and Windows XP computers 1 Click SysAid Administrator Tools Save the file to your hard disk 2 Run Deploy SysAid 3 Click on Under Microsoft Windows Network Make certain that you see all of your network computers 4 Inthe Action menu you should choose the appr
58. help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the help desk interface In the project interface In the project interface In the project interface In the project interface SysAid User Manual Release 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Aid IT s That Simple Field name in the translate page project cust_notes project cust_int1 project cust_int2 task cust_list1 task cust_list2 task cust_text1 task cust_text2 task cust_notes task cust_int1 task cust_int2 user cust_list1 user cust_list2 user cust_text1 user cust_text2 user cust_notes user cust_int1 user cust_int2 130 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Field Type Adds a note box Adds a numeric field only Adds a numeric field only Creates a drop down menu text or numeric Creates a drop down menu text or numeric Adds text field only Adds text field only Adds a note box Adds a numeric field only Adds a numeric field only Creates a drop d
59. i 10 Do not import field Downloads About Schedule Start time 10 06 2009 07 49 E Rerun every Day File path Administrator s The Main Administrator During the installation process of SysAid you were requested to enter details to setup your first Administrator This user is referred to as SysAid Main Administrator In extreme cases where you do not have an access to SysAid you may use the included utility to reset this main Administrators password and this will allow you access It is recommended not to delete the SysAid main administrator although you may disable it for licensing purposes 43 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Create Administrators Following a fresh installation of SysAid and after completing LDAP integration all users can be viewed in the End User Manager tab No administrators exist apart from the main administrator at this stage Therefore only one entry will appear in the Admin Manager tab Administrators are authorized to manage assets change settings and respond to service requests You should now create your administrators A 2 3 Go to Preferences gt User Management gt Admin Manager Click on the Turn end users i
60. info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 7 Creating a new administrator 6 5 01 Account cmab User ariel ft 8I SSI e My Settings New Admin ry General Details pescription Permissions Help Desk Semice Desk Settings User Name Remote Control Settings Password Generate random password Account Defaults aaa Customize Confirm Password Integration First Name End User Portal Last Name Asset Settings Emait CMDB Settings Text message Project Settings Phone Reminders Cellular phone Edit news Company Select Company to OO E 2 D a ee Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About 3 Fill out the General Details form and click Ok You will be prompted with the following popup box message Would you like SysAid to email the new user his her details Click Yes The user will now be sent his her username and password for accessing SysAid Add Supplementary Details on Newly Registered End Users and Administrators Once you have added a user administrator or an end user you can insert additional details in the Description page To access this page click on the name of the user either in the End User Manager or Admin Manager then click on the Description tab at the top of the page 24 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL
61. is not recommended to cut and paste the text as tags lt gt are not permitted in the login script Ensure that there is a space before every backslash in the login script lt Path to SysAidAgent exe gt SysAidAgent exe VERYSILENT URL lt server URL gt account lt account id gt serial lt serial number gt install once AllowRegister lt Y or N gt AllowRemoteControl lt Y or N gt SubmitSRShortcut lt caption of the submit service request shortcut gt HotKey 122 Interval ConfirmRC lt Y or N gt RandomMachineID N AllowSubmitSR lt Y or N gt Table 2 Description of the parameters in the login script Parameter Description URL URL of the server SysAid is running on account The account ID 112 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Parameter Description serial Your SysAid serial number located on the bottom of the Downloads page on your local SysAid Server install once This option will only install the SysAid agent if it was not installed before If SysAid was already installed it will not overwrite Therefore you should delete install once if you are now upgrading or redeploying SysAid AllowRegister Permitted values are Y or N AllowRemoteControl
62. is to turn a service request immediately into a knowledgebase item or FAQ The instructions for this are specified later in this chapter SysAid also allows you to add attachments such as pictures or PDF files to knowledgebase items They will be added as links in the text You can edit them by highlighting the text and clicking the link icon It is most recommended to take advantage of the SysAid Community when configuring your knowledgebase If you are not yet registered please go to Preferences gt My Settings gt My community Settings tab fill in your details and click Save You may find many knowledgebase items used by IT experts all over the world which are also relevant to your helpdesk Visit the SysAid Knowledgebase forum at http ilient com Sysforums forums show 58 page 187 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 69 SysAid Community Knowledgebase Sharing SysAid IT Professional Community ecent Topics s Hottest Topics a My Profile a My Bookmarks a Member Listing Private Messages a Advanced Search 2 r Knowledgebase Sharing Share and download ready made knowledge items Forum Index Knowledgebase Set all topics as read A Search this forum
63. level category the urgency and the priority of the service request Create Due Dates Rules Service requests have due dates dates by which the service request must be handled SysAid can automatically determine a due date for a new service request based on predefined rules 1 To define such rules go to Help Desk Settings gt Due Dates tab 2 On the top of the Due Dates page appears a line for adding a new due date rule Due dates can be calculated based on the category sub category third level category urgency and priority of the service request Create a new rule by selecting parameters Finally choose within how many days or hours service requests matching the parameters must be solved 3 Click Add ons 4 To see the Due Date field in service request list click on the Customize icon A popup window will open in the Available Columns 166 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple click on the Due Date field then on the arrow to move it to Visible Columns 58 Setting up Due Dates 6 5 01 Account cmdb User ariel ft 27 oz vis Preferences Y My Settings Service Desk settings User Management Genera I settings Categories Routing Priorities Due dat
64. machines that are turned off If you have vPro chip installed on your network assets you can use SysAid to control your network even when you are not in the office 1 In the SysAid administrator portal go to Asset management gt Asset List 2 Click on an asset from your list that has the vPro chip installed 3 Anew page will open with the details of that asset Go to the vPro tab which is the last tab in the asset page 4 Click OK or Apply to allow control over the asset via SysAid To learn more about Intel vPro go to http www intel com business vpro Connecting an Asset to an End User IT administrators have a hectic schedule with SysAid they can potentially receive hundreds of service Requests per day If you have SysAid Help Desk and Asset Management you can make this task easier One of the ways SysAid can be helpful is by linking the end users computer asset to the user him herself or 100 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple to a group of users for example a shared printer This greatly assists administrators When a service request is opened the administrator immediately views the asset it refers to Even if the user submits the request via the SysAid inte
65. new tab you wish to create 3 From the Visible Fields box add or remove fields to display on the new tab using the arrow buttons Note that you can choose that the field will be of a view only type by ticking the checkbox View Only in the Customize popup screen This will prevent users from editing the field 125 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 45 View Only checkbox in the Customize form popup screen Design form Tab General Details v Tab caption resource getString SF Visible Available fields al Visible fields Activities n quick_name CE Lateqory Cl Attachment Title Cl Relations Description Cl Relations Graph Notes Close time Status Company Urgency Department Priority Escalation Due Date Followup Actual Date Asset v Default value View only g Required for statuses Save New Tab 4 Click Save 5 Your new tab will now be available for viewing Adding Your Own Customized Lists All items contained in the dropdown List field in the Customized Lists page Preferences gt Customize gt Customized Lists can be formatted into a dropdown menu There are two options in SysAid 1 Make a dropdown menu from the fields already available in Cu
66. not coordinate with your own system you may use one of the following alternative remote control tools with SysAid Remote Desktop Connection Ultra VNC Viewer To be able to use one of these alternative remote control tools with SysAid you need to 1 Purchase one of these alternative tools separately as they are not a part of SysAid 2 In the left bottom of corner of your computer go to Start gt Control Panel gt Asset management gt Click the Remote tab 99 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 3 Check the box Allow Remote Assistance invitations to be sent from this computer Go to Ultra VNC website at http www uvnc com download On the administrator side install the VNC viewer On the client side install the VNC server ee on R Once you connect to Remote Control click Open Insert the username and password of the remote controlled computer and click Remember to insure you will not be asked to give the username and password again the next time you remote control this computer Intel vPro Support vPro is a chip by Intel that provides support for software and hardware inventory management The vPro chip allows remote access to your network even to
67. ofthe Search 56 User Printer Printout doesnt Printout doesnt come out Source oded moshe oded moshe Workstation come out on printer on printer ofthe Activities g7 NIA NIA Monitoring This is a monitoring auto New oded moshe oded moshe Performance HD generated service n Et Knowledge Base 18 Servers Other Reset password in User either forgot New oded moshe oded rnoshe Very 3 24 09 11 LDAP password or was blocked High Share and Compare 49 Network Firewall Cantaccess a lam trying to access New oded moshe oded moshe Normal Equipment webpage Firewall fittp uf 20 Network Firewall The internet seems Web Pages are taking New Christina none Normal Equipment to be extremely ages to load Aguilera Click on any row entry to open and read a service request As a result the General Details page Figure 18 of that particular service request will be displayed 52 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 21 General Details of a Service Request 6 5 01 Account cmdb User olga M 81 7 tenon el OC meen es u Service Desk Service Request New Chat sessions General Details Solution Activities Messages History Business Impact Chats Matrix Quick List Descriptio
68. open with a list of your knowledgebase items You may browse the list or use the Expand All and Collapse All buttons to view the list the way you prefer Click New to create a new item 68 Create a Knowledgebase Item OC Knowledge Base E Collapse All ce Show knowledgebase Self Service for Administrator x Sitient SysAid Help Desk Software Mozilla Firefox aa x httpijhelpdesk iient com EditFAQ jsp reportName New amp father amp selecteduUser null Al Add New Knowledge Base item Category All Categories W All Sub Categoriesi All Third Levels Title Question Answer H B 7 U ae tyles s Format M Font famiy Font size Ga Bi ae e LEISOr HOIRAl oy 4 2x l ROA 3 Path Add to Administra Add to End Users ce Add to Administrators Knowledge Base and to End Users Self Service s Done 186 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Insert a title the question problem and a solution You may use the editing options to format your text Use the radio buttons to choose whether to keep your new item in the knowledgebase for administrators the Self Service Portal FAQs for end users or both Another option
69. or any other field you choose for identifying the caller A caller can be identified automatically or requested to dial his her ID number and a new service request is opened and the request user field is populated accordingly For example if you identify the end user according to phone number to verify that the details of the end user will automatically appear in SysAid either in the SR or the phone call page configure the following URL New Phone call http lt your_server gt 8080 SRPhone jsp id O amp autoUserField_phone 1234567 New Service Request http lt your_server gt 8080 SREdit jsp id O amp autoUserField_ phone 1234567 185 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple autoUserField_phone in this example we used the phone field as a lookup field you can use any field name from the End user see field names in the database manual under table named Sysaid_user 8 5 Configure your Knowledgebase SysAid enables the option of creating a knowledgebase for administrators that includes important information for your IT team and recurring service requests and their solutions To create a new knowledgebase item go to Helpdesk gt Knowledgebase A new screen will
70. priority generates a notification to your SMS This will only work if you have set up SMS gateway account or if your company supports an email2sms service In the field Send SMS to add a username The SMS number will be retrieved from the user account information located in My Settings If you would like to send an SMS using an email account add email before the SMS number e g email 23423423 your_cellphone_provider com in My Settings Note You should insert your cellular phone number in My Settings page Preferences gt My Settings gt SMS plus go to Preferences Integration gt SMS This is the default setting for sending notification to one administrator upon receipt of all new service requests Enter the username of the administrator If you want a notification to be sent for all service requests change the priority to Low If you set up an administrator to receive notification in Routing then that will take precedence over this option If you use Routing for those categories not assigned under Routing the setup here will take effect and send notification to the administrator Add the username of the administrator here 221 SysAid User Manual Release 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Aid IT s That
71. provide an instant 20 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple picture of the current state of affairs in your IT department The Manager Dashboard also includes various reports and tools to assist you with running and modifying them for your specific needs To learn more about SysAid Manager Dashboard please go to chapter 11 SysAid Manager Dashboard in this guide Related Guides and Reading Guide 1 Installing the SysAid Server http www ilient com down installation_guide PDF Guide 3 Getting Started Guide http www ilient com down getting_started PDF Guide 10 Manager Dashboard Guide http ilient com down manager_portal pdf 21 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 3 Setting Up Users e SysAid is highly customizable You can add or remove users or fields redefine your forms and interface or adjust your translation of the system quickly with only a few clicks e Suitable for technical and non technical
72. set instead of a dropdown menu 138 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple a button will appear and allow you to open the list in a separate popup screen where you can search sort and select the values 50 Dropdown menu with an option to see as a separate popup screen Search O R SR Type Status Assigi All i f more All Active Help Desk Records All New Sub iv Alert Ci Open aaa ares Closed Category 5 oy pees SysAid 6 D none none There is also the option of adding your company logo URL However these options are only available in the full edition of SysAid To learn more about the SysAid Full edition please follow this link http ilient com fullversion htm Edit the HTML and Upload Changes in the Appearance Page SysAid interface is displayed using HTML code If you are familiar with HTML code you can edit the End User Portal and Login pages 1 Go to SysAidServer root WEB INF conf 2 You will find a folder called html Copy this folder to another location preferably not in the SysAidServer folder 3 Edit the HTML files in the new location design the appearance which is suitable to you and save your changes 4 In SysAid g
73. template for a service request for re setting a password This quicklist template would be relevant for the administrators The SR template may include a title such as A need to reset a password a category and sub categories such as Servers and Permissions and a description that contains instructions for the administrators on how to reset the password An example for a quicklist template for end users can be for example Cannot access a webpage because of Firewall block The category in this case would be Internet and a sub category could be Firewall You can specify in the description field how the firewall block on certain websites can be removed 146 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 52 Quicklist setting general details 6 5 01 Account cmdb User are M 8 S g gt Preferences Y SRquick access w zs My Settings Service Desk settings User Management General settings Categories Routing Priorities Due dates Alerts Escalation Rules Operating times Timers Change Problem Settings Quick List SEE Remote Control Settings Name Class Account Defaults r7 z lt Reset password Administration Modify Delete Customize i C
74. the Network Discovery you can configure the deployment of the sysAid agent SNMP scans updates of the asset data and upgrading the version of your agent You can also view the process of running network discovery tasks and a log of historical tasks Asset Management Network Discovery gt Deploy Agents 29 Deployment of agents 6 5 01 Account cmdh User ariel f amp I Network Discovery Deploy Agents SNMP Scan Update Asset Data Upgrade Agents ersion Log Deploy Agents to a Domain gt Here you can schedule deployment of agents to a specific domain You may provide a list of hostnames to exclude and define the deployment settings Jiscove ervice n Jeplo EX i 7 Discovery service Domain Deploy Run as user Password By chide Host Schedule Nextran on Repeat every Agent Settings name Method List 05 2009 14 13 01 g Syst Server 0 Deploy Piven seinas E days Deploy Agents via IP Range Here you can schedule deployment of agents to defined IP ranges You may provide a list of IP s to exclude and define the deployment settings Discover SENER IP Range Deploy Run as user Password Exclude IP List Schedule Next run on Repeat Agent Settings name Method every 192 168 1 1 aers J z 10 05 2009 14 13 01 ereere oer are SysAid Server Deploy i cd a GEESE a 192 168 1 254 a days i This will r discovery services that are not scheduled above They will be erased from t
75. the sidebar click Preferences gt Account Defaults Since you will create more users the account defaults can save you time by providing automatic settings for those users Specify the settings you would like most users to have 32 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 12 Setting account defaults for all users 6 5 01 Account cmdb User ariel ft 81 7 iS Preferences SR quick access er 3 My Settings Add to favorites Account Defaults User Management Language English United States al Semice Desk Settings v Use the Default language for automatic notifications Remote Control Settings Time Zone EST EST v f Date Input Style American Customize w F di Unicode 8 integration Encoding Unicode utf 8 End User Portal Font Size Smali Asset Settings Case insensitive login names CMDB Settings Spell Checker language English US Project Settings Mail Domain Reminders Export lmport Encoding English en iso 8859 1 bd Edit news Organization name Event Logs V Require the Admin to add a note when the settings are changed Sub Types Change Templates Problem Templates Service Desk Notifications C
76. to the administrator it is assigned to In both cases the status of the service request is New Dispatch reads the service request and using the Assigned to field moves it to the appropriate person or section for follow up At this stage the service request may still retain its New status or it can also be changed to Open Your in house policy should determine when a service request status changes from New to Open Ideally the IT department would like to resolve a service request problem as quickly as possible In SysAid you can choose to set up timers Preferences gt Help Desk Settings gt Operating Times tab to calculate exactly how long it takes for a service request to be open until closure or until response If you want to check response times you should have a policy on what dispatch does to the status when it queues the workload Categories Setting Up Categories and Sub Categories for Service Requests When end users fill out the submission form they select the category the service request relates to Upon arrival of the service request the Help Desk dispatch can change the category if it appears that the request has been allocated to the wrong category A service request in SysAid has a category for example software or hardware sub category such as MS Office or printers and if the option is enabled a third level category Prepare a list of categories and subcategories 66 SysAid User Manual Rel
77. you can submit service requests receive timely support from SysAid administrators track your service history and even find information that can help you independently resolve your personal IT issues Submit a Service Request Experiencing technical problems or have an issue to report Click here to submit a service request to your IT department View Your Service History Keep track of the service requests you ve previously submitted and p monitor the status of your reported l technical problems Self Service Find helpful information that can help you quickly resolve a technical problem on your own Try to save time by doing it yourself Change request actions Participate in Change Management processes approve or reject Change requests enter comments and view detailed Change information SysAid Help Desk software Administrator interface From the administrators portal you can set and control the help desk the inventory the tasks projects modules all the administrators and all your end users settings You can also run reports using the Analyzer from this interface Those administrators who are defined as SysAid Administrators have access to a wider range of options and settings Ordinary administrators do not have access to the Manager Dashboard Manager interface SysAid managers log into an interface designed especially for them Here you can immediately see the main four dashboard charts which
78. 047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple You can perform actions on list items Check the items relevant for you and then choose an action from the top menu bar buttons You can toggle between selected items using the Toggle All button at the top right corner View all the items by using the next and previous buttons or by choosing Show All which will display all the items in a single page Replying to Service Requests Click on the row entry of the service request from the list this will open the service request To reply to an end user click on Send Message at the bottom of the page A popup box will open enter your text in the email box and then click the Send button This reply and any other responses will be registered and can be viewed fully in the General Details page of that service request Send Message Option At the bottom of the page you will see a Send Message link Click on Send Message to email SMS or send an instant message to a user A popup box opens in the Method field a dropdown menu can be accessed to select the type of message you want to send All outgoing and incoming emails regarding a specific service request can be found under the messages tab In order to see them you need to make sure you have sent emails from within the service reque
79. 05 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Adding Assets various options There are four ways in which you can add the assets of your company to the inventory 1 Automatically add assets adds all computers that operate with Windows and Linux First you need to deploy the SysAid agent as described in section 5 2 below 2 Automatically detect network devices using an SNMP scan See section 5 2 in this guide for further details regarding this option 3 To add an asset manually go to the main menu click Asset management gt Add Assets There you will see the link to please add it manually You can also use the icon 0O Create New Asset from the Asset List for the same purpose 3 Alternatively you can click System gt Asset List and double click on the new O icon this will allow you to a Create Standalone Asset Once you have completed all of the fields in the Information page click Ok to save 4 Finally assets can also be imported from a comma delimited file csv in the menu click Asset management gt Import Assets Browse for a file or files to import The advantage of this method is that if you have a large number of assets to be added manually you can specify the details in an excel file and import them into SysAid in one simple step The Excel file should not include any column headings and should be saved in csv format
80. 16 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 5 Type ResetPassword account_id Please make sure you type the account id from the list above correctly since it is case sensitive If you will not type it correctly it may cause a corruption in your database Now click the Submit button to login All users should see the following login screen 2 Log in via SysAid on your network Aid Welcome to SysAid Please enter your login information User Name Password Forgot your password Togn Help Desk Software by llient If an ordinary administrator has forgotten his her password they can click the link Forgot your password In the login page and reach the following screen 17 SysAid User Manual Release 6 5 Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 6 Hamasger St P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 60223 ISRAEL E mail info ilient com AN6 IT s That Simple 3 Forgot Password Screen Forgot your password Please fill out the fields below A new password will be sent to your email Account SSS User Name oe Email
81. 17 507 2559 Aid IT s That Simple Chapter 1 SysAid Modules SysAid core product includes the following modules Helpdesk Asset management Monitoring Reporting Chat IT Benchmark With SysAid you will be able to Automate handling of service calls to reduce response time and improve service Lower down time by using more efficient system management Create various escalation rules to secure your service quality at all times Improve efficiency of hardware and software Asset Management Use integrated remote control capability to solve your users IT issues quickly and securely Measure IT performance with detailed reports And much more SysAid contains additional modules that are available for purchase Tasks Projects Manager Dashboard Monitoring Server Monitoring and advanced monitoring capabilities ITIL Package Problem Management Change Management and CMDB You can also try for free a light edition of Help Desk and Asset Management or a full 30 day edition both options are available from our web site www ilient com The extra modules are only available with the full 30 day free trial or upon purchasing the full edition of SysAid 7 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 61
82. 223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Accessing SysAid on the Network With the installed edition open any internet browser Input a URL in the following form Http lt server IP gt port lt Server IP gt refers to the IP address of the server SysAid is installed on Port is the port number SysAid is listening on If the port is 8080 you do not need to enter it since browsers assume port 8080 by default You specified the port number when installing SysAid If you are using the computer SysAid is installed on you already have a shortcut under your Start menu You can now start SysAid using this shortcut When SysAid loads input your Username and Password and make a note of it Enter your Username and Password Upon installing SysAid on your network you the main administrator were prompted to create an administrator username and password during the installation setup Please make a note of your Username and Password If you forget your main administrator username and password you can reset this password Note that if your database type is Derby you would have to go to services msc and stop the Sys Aid Server service before running this command 1 Open CMD 2 Change the directory to C Program Files SysAidServer util cd C Program Files SysAidServer util 3 Type ResetPassword and click Enter 4 You will receive a list with the available account Ids
83. 47 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 7 Edit the text for you question save the file and upload it via SysAid Translate page 8 To edit the optional answers go to Preferences gt Customize gt Customized Lists tab 9 From the List drop down menu choose Survey 10 Edit your questions and click save Your survey results can be pulled as a report There are three available reports regarding the survey system satisfaction level by administrator satisfaction level by category and satisfaction level by company 8 3 Editing News In SysAid you can update news for your administrators and end users The news feature can be extremely useful to you when you have to announce some new and significant occurrence For example if your network server is going to be down for a few hours during the week you can announce this in the news and save calls from your co workers saying that your server is down To edit your news 1 From the SysAid home page click the News title at the left bottom of the page under the main SysAid menu 2 To create a new news item click the New icon B 173 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223
84. 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple After the administrator logs into SysAid they can easily preview all service requests that require a response by clicking on the Help Desk from the sidebar menu Alternatively the administrator can also view only a selection of the service requests list by activating one of the six filter menus located above the list Status Assigned to Group Category Urgency and Priority 20 Service Request List a 07a E Service Desk Y v R SR quick access fa Service Desk Records 1 10 of 45 ETL Us ENa Incidents Search ror m Change Requests SR Type Status Assigned to Group Category rece All x Active x All vj All Groups M All Categories v Bpmco REQUEST ACTIONS ty Alert Category Bile Title Description Status Request Assigned to Urgency Due Di Chalseesins 47 gt User Printer Printout doesn t Printout doesnt come out New oded moshe oded moshe High Matrix Workstation come out on printer on printer 48 User PC Cantaccess a Not available New Christina oded moshe Phone Call Workstation network drive Aguilera 49 e User Laptop Cant access the No internet New Christina oded moshe Workstation internet from my_ Aguilera Baw SR 54 User Laptop Cantaccess the No internet Source oded moshe oded moshe Workstation internet from my ofthe Moia 55 User PC Canttaccess a Not available Source oded moshe oded mashe Workstation network drive
85. 617 507 2559 Aid IT s That Simple You can set up in the Asset Types tab the icon to appear next to imported assets so that you will easily identify them In the Type caption box create a name that will appear next to your imported assets in the My Network Assets Upload the icon Click Add Make sure that one of the fields in your Excel table is called Import Do not forget to define this field as Type in the Field Content on the Import Assets screen After import to change the caption next to the icon follow step 4 above Registry Key Values Under Preferences Asset Settings you can find the registry key values tab The SysAid agent can collect customized registry key values They are added to your asset information For example you may want to collect the file definition or the date of the last update of your anti virus program you can find this information in the registry usually under your antivirus software section 36 Registry Key Values Tab 93 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple V5 6 03 Account support 3 Preferences My Settings Asset Settings User Management Asset Updates Asset Types Registry Keys Help Desk Settings s 7 z eagan He
86. 64 Redesigning Forms See Customize List icon Remote Control Set up 94 100 Routing 64 Service Request Ticket 51 Setting up Asset Folders 90 Setting Up Categories 66 Set up routing 69 Single Sign on 40 Solution Tab 54 Statuses 63 SysAid Licenses 45 Tags 141 The Main Administrator 43 Translate 119 Troubleshooting Asset Icons 107 Uninstalling SysAid Agent 115 Urgency 64 Using Two or More LDAPs 39 UTF 8 26 Views 131 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559
87. 7 Advanced Configurations for all modules 55 Setting up the urgency menu Aid 6 5 01 Account cmdb User ariel ft 1 27 FZ Preferences Y Fy R quick access ee My Settings L Customize User Management ESE customized Notifications Translate Appearance Web Forms Customized Forms Service Desk Settings a Please choose from the menu a list to customize Remote Contral Settings List Urgency amp Sort By Key w Account Defaults osom oo Q Key Caption Valid for user groups Actions Integration 1 Urgent row Delete End User Portal 2 Very High Delete Asset Settings 3 High Delete CMDB Settings 4 Normal heer Delete 5 orem Delete Project Settings Low Reminders Note if no user group is selected the value is valid for all user groups Edit news E Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About Priority Rules A service request has a priority The priority is set automatically when the help desk receives the service request A priority indicates the level of attention or precedence rating given to a service request Priorities are set by the administrator There are two ways to set up priorities in help desk 1 You can assign one priority level to all incoming service requests irrespective of the asset they relate to 2 Alternatively you can create priority rules that relate to assets ass
88. 7 507 2559 Aid IT s That Simple A Brief Review of the Modules in SysAid Below is a brief review of each module and you can find a detailed description of these modules later in this guide SysAid Help Desk Management e Automate handling of service calls to reduce response time and improve service e Based on parameters such as category and location service requests can be configured to be rerouted automatically change their priority or due date and perform other actions e Service requests can be sorted according to user due date and other fields e Different views can be added to reflect customized outlooks on the Help Desk requests e Administrators can create escalation rules e Service requests can be placed in a knowledgebase which can be searched easily e End users and administrators are automatically notified about new modified and escalated service requests SysAid help desk offers you either a hosted online solution or an installed solution for your IT needs The help desk provides you with a simple yet comprehensive form that enables quick submission of service requests to an IT department The administrator interface hosts a wide range of functionalities that assist you in managing a busy help desk Features included e Comprehensive escalation functionalities e Intuitive customizable interface and efficient methodology e Service request priority defined by pre determined rules based on category urgen
89. 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Keeping your assets updated To make sure assets that were discovered by SysAid SNMP Discovery service are periodically updated you can set regular updates under Asset Management gt Network Discovery Update Asset Data tab as described earlier in this Guide in Chapter 5 1 Automate SysAid to update the asset inventory at specified intervals Customize the information extracted from your network devices You can create a list of custom OID s that will be retrieved from your devices and mapped into different asset fields OID s Object Identifiers are special codes each vendor manages to allow communicate via the SNMP protocol a common language between your server and the network device You can edit your OID s list under Preferences gt Asset Settings gt Customized SNMP OID s tab Here you can find a table with a list of common OID keys used by manufacturers of network devices You can manually add new keys and descriptions for new network devices here if you choose It is recommended to add a clear display name for the device you wish to list If you add more information for instance where is the device located and who is responsible for it you will be able to see this information in SysAid too The Mapped Field column helps you determine where t
90. 72 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Brief Overview of Routing To have service requests automatically routed upon entering SysAid you should make these changes in the Routing option 1 To set up routing rules go to Preferences gt Help Desk Settings gt Routing 2 Before setting up any routing rules you should have set up e Groups end user and administrator e Categories e f applicable Companies 3 On the routing page there is a divider All fields located before the divider Company User Group Category and Subcategory are what the helpdesk checks against every incoming service request If the service request meets all the fields it will route it to the Administrator and or Admin group you have selected 4 To set up who should receive the routed service requests choose from the Administrator and Admin Group dropdown menus which are located to the left of the divider on the routing page Most probably even though routing may be set up the administrator s will still have to manually queue service requests not covered by the routing rule 70 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid
91. 9 Aid IT s That Simple Now import again your CSV file SysAid will scan for the fields that need to be updated and will be able to recognize the text value Development for the department list So SysAid will add the information regarding this department while importing the CSV file 16 Adding a department to the Departments list in SysAid My Settings Customize User Management Customized Lists Customized Notifications Translate Appearance Web Forms Customized Forms Help Desk Settings Please choose from the menu a list to customize Remote Control Settings List Department amp Account Defaults i 4 Department Add 4 Integration a 1 Management elete End User Portal 2 Marketing Delete 3 Support C Delete Asset Settings CMDB Settings Project Settings Edit news Event Logs Downloads About You may also import administrators and end users from a CSV file under Preferences gt User Management gt Admin End User Manager Import Users tab If you wish to direct SysAid to re perform the import of users during specified intervals check the box below the table to schedule an import Insert a start time or click the calendar icon a to choose a start date for the scheduled import Choose from the dropdown menu how often you wish SysAid to perform the import and specify the path of the Excel file which contains the users data Click Save Fields to save your prefere
92. Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About 4 Finally click Save Table 6 SMS Integration Description Provider class Your SMS service provider Gateway ID Given to you by your SMS provider User Name Given to you by your SMS provider Password Given to you by your SMS provider In order to completely integrate SMS with SysAid you should also make sure you enable the option in the General Settings page as described below Preferences gt Help Desk Settings gt SMS 181 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 AN6 IT s That Simple 66 Enabling SMS Integration INT exces y a gt MySamngs Help Desk Settings VIEII Accourt support User ret User Managemert Genorad Sonnings Categories Resting Pelorisies Dee Mates Alors Excateten Qules Operating Times Tiers Hee Desh T E Emai vosponsitilo whem a Service Request changes Remon Control Sears ey Ema aveigned group mombors when a Service Request changes Account Donuts Semil emali notification te the sdai wees Customize 4 a Ehin r nyaron How Service Request default pibetity Mat asdgerd v Ent User Ponal O SIAS Hotilicasem em mew Senice Request with piiseir
93. Note that this option is available for importing users and companies as well under Preferences gt User Management 85 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Import a csv file from Excel 1 To import a csv file from Excel first prepare the Excel file To give you an idea of the fields used in SysAid go to Asset management gt Import Assets Under the column heading Field Content click on the dropdown menu Here you will see all the field names Build your Excel file based on those fields 2 Save your Excel file as a csv file Go to Asset management gt Import Assets Click on the Browse button Select the file name 3 In the Number of Fields enter the column headings or number of fields you have in the Excel file maximum 32 It is advisable not to add or subtract from this number in the Number of Fields box whilst you are in the middle of selecting Field Content since this will delete the already completed row entries 4 The Format box only needs to be completed if you have a date field You can use either European dd mm yyyy or US date formats mm dd yyyy 5 Finally click the Submit button To confirm that the file was imported successfully go to My Network A
94. RAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Ha File Edit view Insert Format Tools Data Window Help 10 Details for Service Request number 0 11 12 13 14 15 Title o 16 17 Desc 0 18 19 0 20 o 0 0 is assigned to your request please contact him for any inquries Signature Date 22 03 2009 To merge the data in the service request to your customized printout click the gt Customize Printout icon from within the service request SysAid will check what tab you are in and check the directory to see if there is an XLS file with the name of that tab Note that spaces in the name are omitted If SysAid can find a XLS file with the same name of the tab it will use the tab and xls file to perform a merge between the fields you have selected and your Excel template If SysAid cannot find a matching template SysAid will use the default XLS file you can see in the screenshot above and merge it with the cells under the customized printout tab you are in 60 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple As long as you name your XLS templates and locate them appropria
95. SNMP discovery service go to Asset Management Network Discovery gt SNMP Scan tab The SysAid SNMP scan identifies new devices in your network SysAid identifies the ID of the device according to the mac address of the first interface of the device Here you can determine which service will perform the scanning of your network for new devices The default service is the SysAid Server but you can also add other remote discovery services by choosing form the Discovery Service Name dropdown menu 81 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple To learn more about adding remote discovery service name see Preferences gt Downloads The IP Range column presents the default range for scanning which is the subnet that your SysAid Server resides in You can set it to a different range according to your needs You can also choose the SNMP version you wish to use Note that version V3 requires a password The Community String is a code that allows the communication and by default in most devices it is public You can change the Community string to be different than public to match the community strings on your devices You can use the Exclude IP List column to specify which devices s
96. Simple Description Send instant messages to You can send an instant message to report a new administrators on new service service request This will appear in a popup screen in requests SysAid Email notifications to end users Here you can set up to notify the end user via email when when one or all of the criteria are fulfilled The Status changes content of the email is set out in Customized Assign to changes Notification Go to Preferences gt Customize Notes are added Enable third level categories A service request has a category such as hardware or software and a subcategory such as keyboard or anti virus Here you can choose to enable third level sub sub categories To add third level categories in the Categories tab Go to Preferences gt Help Desk Settings Reroute service requests If a service request changes Company user group based on routing rules when category administrator or administrator group SysAid the details of the request will reroute and follow the new routing rule If the change checkbox is disabled service requests will be routed only once when received Enable incoming pop3 If you enable email integration input the necessary email integration data into the appropriate fields The email received POP3 Server will open as a service request SysAid extracts email Email address from an email box given with POP3 capability Sy
97. SysAid chat The SysAid chat has many benefits both for you as a helpdesk support team member and for your end users Immediate online communication available for your end users Initiate a chat with your end user with one click from within a Service request to assist him Higher availability of the helpdesk for your end users no need for phone calls and full integration with the helpdesk any chat can be connected to a service request Ability to integrate the chat interface in your own website simply by copying and pasting the provided code And many more Please see the SysAid Chat Guide for full details on this module http www ilient com down chat PDF 216 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 217 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Appendix 1 SysAid Menu Guide for Administrators You can print off the following menu guide to help you find your way around SysAid Admin Portal Home Manager Dashboard Asset M
98. a repository of all service requests tasks or projects that have been issued in your organization It is a knowledge base of what has been done and of all pending IT assignments However to obtain the most from help desk you should first learn how the help desk organizes workflow Categories statuses and priorities are important variables in SysAid They can help you manage your workflow efficiently by identifying those service requests that should be queued to certain sections while at the same time flagging those requests that require a more rapid response In addition routing rules can be applied to incoming service requests This is in fact a way of customizing the route a service request takes upon entering the help desk Service requests that meet all the criteria of the routing rule simply bypass dispatch and go directly to the person or group stated in the settings You can also create settings in help desk to monitor or track the general status of certain service requests and then to instruct help desk to perform an action when a certain amount of time has elapsed for example send an email reminder according to the escalation rule which will be elaborated on soon There is also the option to use an alert system which applies color filled boxes into your service request lists if the service request meets certain status priority and escalation criteria Moreover you can set a deadline for handling a 62 SysAid User Ma
99. a week or once a month according to your preferences Go to Preferences gt Integration gt LDAP tab and choose your auto refresh settings Single Sign on Single Sign On has great benefits for your users Once a user has signed on to their network at the start of the day no further login is required for SysAid You bypass the login screen To set up this option please contact support sysaid com with the following details Your LDAP compliant software version number and whether you have IS integration 40 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Importing and updating users and companies form a CSV file In case you do not use LDAP integration with SysAid you can import both users and companies form a CSV file Go to Preferences gt User Management gt Import Users or Import Companies tab In this page you need to set the different columns in your CSV file to suite the parallel fields in SysAid Since the username has to be unique for each user in the system it is recommended to set the email address as a username When importing users if SysAid recognizes in the user field a company name that is not yet registered SysAid will automatically add this company to your list
100. ael 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 48 Filter Menu Customize List 3 Make a note of all the filter and menu field details or print the page off as you will use them to reinstate this dropdown menu in your own view see step 5 4 Now go to the View that is missing in the dropdown menu Click on the Customize List icon in the Filter Menu box click the Add button 5 Proceed to complete all the blank caption boxes in the Filter Menu box using the details you printed off in step 3 Click Close 6 You will be returned to the Customize List popup screen now save the view 7 Finally press the Save button 136 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Option Setting up a Static Filter within a View Contact SysAid for Assistance No need to worry that your employees have reviewed and responded to all outstanding urgent service requests or tickets With a static filter in SysAid you can command SysAid to list in the view those service requests that meet certain crit
101. age to SysAid support 4 If you successfully saved your settings complete the main LDAP Server Configuration page with all the required fields Check the box Enable LDAP integration at the top of the page 5 Click Save Using Two or More LDAPs SysAid can be integrated with more than one LDAP compliant directory This integration will mean that end users will have to add a domain name before their user name Once you have integrated from one LDAP click Add at the 39 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple bottom of the page and complete the LDAP Server Configuration page with all the required fields Click Save Final Step Integration 1 In order to integrate your users from your Active Directory into SysAid go to Preferences gt User Management gt End User Management 2 Click Refresh User List from LDAP Check to see if your users were successfully imported If you do not see all of your users please contact Ilient support team When users are deleted form the LDAP SysAid will automatically mark them as disabled when it is auto refreshed Scheduled LDAP refresh You can schedule an automatic refresh from LDAP on pre defined intervals once a day once
102. ails In the General Details form click the Customize icon Os and in the popup screen add department to the visible fields with the arrow button 4 Under the General Details tab of that end user you wish to on nominate as a supervisor click the Customize icon bed and add Is supervisor to the list of visible fields Choose from the dropdown menu to make this end user into a department supervisor oe You can also add the Is supervisor to the visible field using the Customize icon in the End User Manager page Thus you will be able to immediately see your supervisors 196 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Asset User determined by This performs a check when the end user initially logs into his her computer using his her username and password and matches this later on to the login information given in SysAid If you are not sure what the options mean and the effect they can have keep the default setting Network User as they are The three options are Network User If you have a standard network that matches username and password for Windows authentication select this option This is the default setting Domain and User This option is selected if y
103. ame Please select a sub category category subcategory and the same urgency SysAid Please select urgency can identify the requested user by his email addressee If not he can be instructed to open one Email integration gives you more flexibility when connecting with the IT department The POP3 or IMAP email given should not be used for anything other than internal purposes SysAid only supports POP3 and IMAP The email address is the one you shall give to end users who want to send SR via this option Service requests arriving by email will be assigned the following category and sub category The urgency that all service requests arriving by emails will be given is set here Send replies to assigned When a service request is replied to you will be sent admin s and change status to notification and the status of that request in SysAid will be changed Select the status from the dropdown menu Ignore emails with subject For those emails that have in their subject matter matter to regular expression insert regular expression for example Undelivered Mail Returned all such emails will be ignored This option is meant to protect your email account from Spam 179 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559
104. an easily integrate Active Directory with SysAid If you integrate users with LDAP SysAid will treat that information as read only data Therefore any changes that are made to current users should be made to the Active Directory itself SysAid will then upload the changes once the user logs in or if you Refresh from LDAP and have not disabled that user SysAid LDAP Wizard Importing Users with an LDAP Compliant Directory The full edition of SysAid imports users and authenticates users by implementing LDAP integration To learn more about SysAid Full edition please follow this link http ilient com fullversion htm You can use any application that can read an LDAP directory or is directory enabled for example Microsoft Active Directory Open LDAP or Novell LDAP During installation you should have configured SysAid to work with your LDAP compliant directory for example Active Directory If you did not manage to do this during installation you can configure the Active Directory integration in the LDAP Configuration Wizard within SysAid 37 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple LDAP Configuration Wizard 1 To integrate SysAid with your LDAP compliant software for example Active Direct
105. an still see the directory simply delete the directory If you plan to reinstall the SysAid server at a later date save the contents stored within the built in database if you will not do so you will lose all of the contents of the database Related Guides and Reading Guide 3 Getting Started Guide http www ilient com down getting_started PDF 115 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Guide 4 Administrator Tools http www ilient com down administrator_tools PDF Guide 5 The Deployment Tool http www ilient com down deployment PDF Guide 6 The SysAid Agent http www ilient com down agent PDF 116 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 6 Monitoring Module Monitoring is an extremely useful IT management tool that enables you not only to address problems and malfunctions that have already occurred and have been reported on these via service requests but to be notified about possible failures in your network
106. an t access a webpage Firewall is blocking me Internet Modi Delete PEASE Can t access the internet Internet Modify Delete Internet is extremely slow Internet Modify Delete End User Portal 7 Laptop very slow Laptops Modify Delete Assetgetings Can t access a network drive Network Modify Delete CMDB Settings Error message on printer Printer Modify Delete Project Settings Paper Jam Printer Modify Delete Printout doesn t come out on printer Printer Modify Delete Reminders i z x y The printer is very noisy Printer Modi Delete Edit news Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About 7 2 Automatic Texts SysAid enables composing a list of generic texts that can be easily added to the messages administrators compose Under Preferences gt Service Desk Settings gt Automatic Texts tab you can create and modify such texts that will save you time while composing the messages to end users Such texts can be an apology for a delay in service holiday greetings or any other text you can use in many of your sent messages You may build separate texts for your admin groups and each user will see the relevant automatic text of his group 147 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ili
107. anagement Helpdesk Monitoring Tasks Projects CMDB Analyzer Preferences Community Additional Modules Admin Portal Home Administrators Online Help Desk Last Messages Asset Management Recent Forum Topics Recent Forum Notifications Manager Portal Dashboard Reports Scheduler Design dashboard Design Reports Reports tree Asset Management My Network Assets Asset List Search Assets Add Assets Import Assets Software products Catalog Supplier List Network Discovery Helpdesk All Incidents Change Requests 218 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Problems Service Request Actions Matrix Phone Call New SR Mobile Search Activities Knowledgebase Monitoring Workstations Servers Workstation Templates Server Templates Notifications Monitor Settings Tasks Projects Projects Tasks Activities Notifications Analyzer Analyzer File Tree Preferences My Settings User Management Helpdesk Settings Remote Control Settings Account Defaults Customize Integration End User Portal Asset Settings CMDB Settings Project Settings Edit News Event Logs Sub Types Change Templates Problem Templates Helpdesk Notifications Down
108. and bar chart Inventory Software Hardware Inventory Lists software and hardware You have the option to enable Show assets details This gives a further breakdown Data displayed in Table Asset Details All the details of one asset you select are provided Data displayed in Table Asset changes by group This report lists those changes that have taken place for an asset during the dates specified It lists the changes according to asset group Data displayed in Table User Assets Select a user all the assets for that user will be listed Data displayed in Table Software Products Software products for a company or all companies are listed You can also choose to show an assets details Data displayed in Table Catalog Items Lists the contents of your catalog plus provides a count of the number of assets you have that are listed in your catalog Data displayed in Table Inventory Overview Provides overview of inventory Range of graphics Assets that were not updated Lists assets that were not updated including their details hardware software user etc Data displayed in Table Assets with the most Service Requests This report presents the assets from which the highest number of service requests were sent during the specified period Highest Values Reports The default is five listed items for each highest values report However you can easily customize the number of reported items To learn how to do so
109. archies between service requests by inserting the Parent ID for a service request which will define it as a child request of the request you have specified This will mean that the status of the parent request will influence the status of the child requests and you will be able to see the connection to the child parent requests from within any of these related incidents When closing a service request that has child service requests the solution field will be copied from the parent to its child service requests Locating Service Requests Four Options Before you can solve service requests by inputting a solution and resolution you should locate them There are several ways to locate service requests in SysAid 56 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple o List Help Desk gt List Click Help Desk gt List to open the service request The service request list is comprehensive it includes all the service requests that exist By using one or more filters however you can restrict the list to what interests you For instance by clicking on the Status dropdown menu you can review different lists of service requests divided according to the status To open any service request for editi
110. asking you to Transfer all duties of Deleted Administrator to New Administrator 13 Transfer Duties Popup Transfer all duties of saar to Please select administrator v In the dropdown box select the administrator who will take on these duties From edition 3 1 3 only the main administrator can be deleted follow the previously described instructions However it is not recommended to delete the main administrator as this is the only user who can deal with troubleshooting LDAP 34 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Setting Up a Department Field for Users To assist in registering your end users you can add their department details so as to help the IT department when responding in person to service requests Setting up department field for users is necessary if you wish to nominate end users as department supervisors See Chapter 8 Managing Help Desk Advanced Settings in this guide to learn more about supervisors To 1 Zs 3 1 To add a Department dropdown menu filed go to the General Details page Bie 2 Click on the Customize icon 3 A popup screen will open called Design Form In the box called Available Fields select the Departm
111. atory The explanation here provides a clear definition of the parameters the valid options and example of successful login script 113 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Example with completed values z sysaidagent exe VERYSILENT URL http 10 0 0 10 8080 account SMITH serial 3333333 install once AllowRegister N AllowRemoteControl Y SubmitSRShortcut SysAid HotKey 122 Interval 30 ConfirmRC N RandomMachineID N AllowSubmitSR N Option 2 b Automatic deployment with a script SysAid Agent for Linux 1 On the Downloads page click SysAid Agent for Linux and save the file which is named SysaidAgent exe to a location that is shared on the network 2 Add your own script Alternatively we can provide you with a compressed TAR file and then you can open and run the script in your computer scheduler Please proceed to read the manual installation instructions if the aforementioned options have failed or you simply prefer to opt for manual installation Option 3 Manual Installation for Windows and Linux Default agent configuration 1 Click SysAid Agent for Windows or SysAid Agent for Linux 2 Save the file named SysAidAgent exe onto your hard disk
112. bers of staff to Track progress Track resource usage personnel Allocate time wisely Keep record of all activities Store relevant documentation Review and record all versions of the project A version numbering method provides the user with a record of changes made to the project over time With Project and Task Management one can focus on improving time management track expended resources and oversee the successful completion of project deliverables User specific customization is available in Project and Task Management The Project and Task Management interface allows you to manage multiple projects add file attachments and input detailed information on project milestones and on personnel Working in the task interface you can easily build your project step by step By detailing all necessary tasks you come closer to fulfilling the goals of your project In addition all service requests associated with a project can be conveniently reviewed 206 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple The SysAid Projects and Tasks module is strongly integrated with the Helpdesk module You can attach tasks to service requests for better control and follow up capabilities and you ca
113. ble tags You may edit the titles of your notifications too The following tags build automated messages and are located in Customized Notifications Preferences gt Customize and in the Escalation Rule page Preferences gt Help Desk Settings gt Escalation Rule gt Click a row entry in SysAid You can set a special notification that will be sent according to an escalation rule you have determined Table 4 Tags used in SysAid Tag Description ActionNotification Message to administrator sensitive to action taken For example You have been assigned to Service Request 100 StatusNotification Message to submitter sensitive to status assign to change For example Service Request 100 has been closed S Title The title of the service request S ModifyUser The user who modified the service request Account The account the service request exists in Computer The computer the service request applies to Category The category of the service request 141 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple SubCategory ThirdLevelCategory S AssignedTo AssignedGroup CloseTime Description DueDate S LinkToSR Company Phone Cell
114. changes saved in a permanent asset record which contains hardware software and service history e Assets easily located using powerful search listing functionalities e Full and easy remote control of assets e Assets interface with the help desk displaying and alerting administrators of service requests associated with them e Easy integration to external purchasing and ordering systems via XML e Tracking of software and supplier catalogues e Enabled feedback about your Helpdesk services from end users 10 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Monitoring e Constant tests for memory usage hard disk usage vital OS services and processes network services software and hardware updates and more e A warning or error notification will be sent to you when something is wrong SysAid can open an automatic service request notify you by email or even send you an SMS message e You can see a visual representation of all the monitoring tests on daily weekly monthly and yearly graphs e Configure monitoring templates for any number of servers or workstations With the SysAid monitoring tool e Ensure utmost functionality of all your network components from your most vital network
115. configure what fields an end user will see when viewing his or her old service requests For example perhaps you want end users to see the status of their old service requests but not their priority The fields the end user can see are known as the EndUser View You can learn about customizing views in chapter 7 Turning a Service Request into a FAQ KB item You can save time by creating an FAQ for end users or a knowledgebase item for administrators directly from a service request This feature is most useful when you receive multiple service requests regarding the same problems To turn such a repeating SR into a FAQ or into a knowledgebase item click the link Add to knowledgebase in the SR General Details page A popup screen with various designing options will open and the relevant fields of the SR already 193 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple appear category title description and solution You can also design the appearance of the text Choose from the radio buttons that appear at the bottom of the popup screen whether you wish to create a new FAQ a new knowledgebase item or both Add to Administrators Knowledge Base Add to End Users Self Service
116. creating a new page by clicking on the io Customize Printout icon The Design Form screen will open Choose the fields to appear on the printout from the Available Fields box and by using the arrow button move them to the Visible Fields box For the Page field choose from the dropdown menu New In the page caption type a new name for this page for example Printout Click Save SysAid will now add a new page tab called Printout and this will be located next to the History tab Click on the Printout tab to proceed to print the contents of the page Click the Print icon to print the page Export to Microsoft Excel and Print If you have hundreds of service requests you may want to print a large quantity of rows of service requests In this case you can export the data to Excel From Microsoft Excel you can then select to print one of these rows or a selection of rows and columns To do this go to the page you want to export to Excel Help 156 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Desk List or Tasks Projects List Click on the Excel icon a popup screen will open and you will be asked if you want to open or save the file Make a choice Click Open data will be immediately transmit
117. cy and other fields 8 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple e Automatic routing of service requests according to pre defined parameters and priority e Automatic logging of all service requests and corrective actions e Customizable help desk interface allows sorting of service requests by type preferences severity and more e Knowledgebase of important service requests e Editable record of common problems amp solutions for end users to browse through e Full communication abilities users can email SMS and instant message one another e Automatic notifications via email or SMS of new modified and escalated service requests e Customizable alert system highlights urgent unresolved or escalated requests e User and administrator groups enable dividing the help desk into logical units e Supports access via mobile phones and PDAs e Multilingual capabilities SysAid Asset Management e Lower down time by using more efficient system management e Improve efficiency of hardware and software inventory management e Desktops laptops and other assets are listed and grouped using an automatic deployment tool e Hardware and software changes are updated automatically
118. d CPU Vendor Child Assets Company Serial Cubic Department Display Adapter Display Memory Display Resolution External Serial Floor Hardware Helpdesk History Last Maintenance Links Location Monitor Monitor Serial Mouse OS Serial Operating System Type Operating System Version Parent Asset Printers 226 Additional Remarks Present the log of all the activities related to the asset Present the attachments to the asset Present the building in which the asset is located Present the Cls attached to the asset Present the Cl Relations of the asset Present the Cl Relations graph for the asset Present the CPU count for the asset Present the CPU model for the asset Present the CPU speed for the asset Present the CPU vendor of the asset Present child assets Present the serial number of the company of the asset Present the cubic in which the asset is located Present the department that uses the asset Display the memory of the asset Present the external serial number of the asset Present the floor in which the asset is located Present the hardware of the asset Present the history of the asset Present the last maintenance date for the asset Present the links related to the asset Present the location of the asset Present the monitor of this asset Present the serial number of the monitor of this asset Present the mouse of this asset Present the serial number of the OS of the asset Present th
119. d users will see these items when logging into the portal Click on Add New FAQ button You will reach a form for adding an FAQ item Select a category input the common question and input the solution In the self service screen the FAQs will be sorted by category The FAQs you add will be listed in the Edit End Users Self Service screen Click Modify next to an FAQ item to edit it Click Delete to remove an entry If Self Service is enabled the End User will see this FAQ When you have finished configuring the End User Portal click Save 192 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 72 Editing the FAQ page v5 6 03 Account support User rel cay 4 Preferences Y My Settings Self Service User Management Expand Ail fj Collapse All T Show knowledgebase Self Service for End User M Help Desk Settings Choose an FAQ to edit Rewrite an FAQ Click here Remote Control Settings a Self Service 2 Installing SvsAid Category Installing SysAid Account Defaults Q What is the difference between SysAid in hou ies j Title Customize amp integration Question How do add computers to SysAid s list of assets PITRE E B How do I change the hotkey FA 1 An
120. dd the text description in the caption box Click Add to save this line entry 6 Once you have added all entries to the menu click Save Your priority menu is now set up Option 1 Create a default priority This default setting instructs SysAid on the priority setting to be given to all new service requests 161 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 1 Go to Preferences gt Help Desk Settings gt General Settings 2 On the General Settings page you will see the following default setting which is active This default setting gives all new service requests the priority of Normal when sent via the End User Portal or via e mail Even if a service request has an urgency of Very High or Low the priority will automatically be set by SysAid to Normal New Service Request default priority Normal v 3 You can change the default priority setting by clicking on the dropdown menu You set up your coding menu earlier You will notice that within the dropdown box you have the option to set a priority to the urgency The urgency is chosen by the person who submitted the service request To make the priority level sensitive to the urgency level set by the end user click on the dropdown menu
121. de service to several independent groups For example different departments or different clients who are outsourcing their IT management To keep the inventory help desk management separate without purchasing multiple SysAid accounts you can 71 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple create divisions within one account by creating Companies Also companies should be set up if you wish to nominate an end user as a company supervisor To learn more about this option please go to the Supervisors section in chapter 8 of this guide Go to Preferences gt User Management gt Companies 1 To create new company click on the New B icon complete the company details and then click Ok 2 To now add end users to that company go to Preferences gt User Management gt End User Manager 3 Click on the tick box next to the users that you wish to assign to a company 4 In the top menu bar click the button Change company of Selected Users EJ A small screen will open and using the Company dropdown menu assign a company name to those users or user 5 Click Save 6 If in the End User page the Company column menu is missing click sA the Customize icon In the popup screen m
122. dent recurrence and business impact as opposed to fire fighting In a logical extension of the SysAid Helpdesk SysAid s ITIL Problem Management offers a wider approach to managing SR Incidents including the ability to group isolated SRs into related problem themes and a knowledgebase of known errors and work around methods The module is designed to help you improve your IT service levels and proactively eradicate root problem causes in your organization 211 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple ITIL Change Management ITIL literature also provides a best practice process framework and approval workflow for implementing effective organizational change and minimizing the risk of business exposure and service disruption SysAid s ITIL Change Management holds an unlimited number of change processes and allows you to customize options to suit any change scenario in your organization Automate workflow approval processes with ITIL s proven chain of approval to help you manage and control your change activities Apply pre defined change templates perform multi level risk assessments and authorizations with a full audit trail set secure notes tasks and permissions for multiple stak
123. e nge Serve ERP ERP None Infrastru Upgrade Serve rto Hardw Softw cture Category Project Please see the full Manager Dashboard Guide for full details http www ilient com down Manager Dashboard Guide pdf 209 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chaper 12 IT Benchmarks The IT Benchmark is a dynamic measurement tool that translates the raw data of your IT activities into meaningful facts and numbers As an innovative feature indispensible to the analysis of your IT department s performance the IT Benchmark is a landmark module completely unique to SysAid With the IT Benchmark you can compare your current IT statistics with data from previous months and years Furthermore you can compare your department s statistics with thousands of other IT departments worldwide These statistics lend themselves to immediate analysis Gaining a greater and ultimately global perspective of your department s performance helps you assess your department s strengths within a truly relevant context 78 IT Benchmarks page 6 5 01 Account cmdb User ariel fit I IT Benchmarks Monthly data Yearly data Worldwide SysAiders distributi f Current Last Current Las
124. e frame to your website You may save yourself the time of registering end users into the End User Portal by allowing them to do so independently All you need to do is check the box Allow End Users to register themselves in this page This will create a link that End Users will be able to use when entering the End User Portal to register themselves to it 191 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 71 Independent Registering into the End User Portal Welcome to SysAid Please enter your login information User Name Password Help Desk software by lient You can also enable chat between administrators Another option here is to edit the quicklist for end users The quicklist offers your end user a template for submitting their service requests in common issues and saves them time and effort when submitting their requests SysAid will automatically fill out the request details for the end user in common issues To learn more about setting your quicklists please check chapter 7 Advanced Configurations in this guide You can edit the self service by clicking on the Edit End Users Self Service link You will reach a screen where you can create and edit FAQ items En
125. e messages sent and received regarding the service request in question The messages are automatically time stamped by SysAid You can decide whether you wish to see the automatic notifications related to this service request or not SysAid is able to distinguish between messages and automatic notifications and you can see them separately by clicking the button Show Hide automatic messages All outgoing and incoming emails regarding a specific service request can be found under the messages tab In order to see them you need to make sure you have sent emails from within the service request Then all the outgoing emails you have sent to end users and all their replies to you will be listed here To learn more about configuring incoming email messages please check in Chapter 7 in this guide Replying to Service Requests 55 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple History The History screen supplies the record of a particular service request The creation of the service request and every change made to it since are documented here The user who created or changed the service request and the time he she did so are also recorded on this page Creating Hierarchies You can create hier
126. e projects are assigned to Simply select the relevant names from the dropdown menu Note however that you first have to define projects and assign them to administrators or groups to be able to define this viewing permission Tasks Projects gt Project List gt click a row entry gt General Details gt Project Manager 7 Modify Projects This box can only be checked in the full edition of SysAid http ilient com fullversion htm and only if you have purchased the Projects and Tasks module Here you can choose whether a particular administrator will be able to modify all or some of the projects You can limit the administrator s permission to modify the projects according to the administrators admin groups that these projects are assigned to Simply select the relevant names from the dropdown menu Note however that you first have to define projects and assign them to administrators or groups to be able to define this modifying permission Tasks Projects gt Project List gt click a row entry gt General Details gt Project Manager 8 View Analyzer By checking this box you will enable the administrator an access to the analyzer function so the administrator will be able to generate reports about workflow and service quality To learn more about the analyzer function please go to Chapter 9 in this guide 29 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010
127. e type of OS of the asset Present the version of OS of the asset Present the parent asset present the printers related to the asset SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple Purchase cost present the purchase cost of the asset Purchase date Present the purchase date of the asset RC Present the remote control sessions on the asset Registry Values Present the registry value of the asset Service Pack Present the service pack of the asset Software Present the software installed on the asset Source Present the source of the asset Supplier Present the supplier of the asset Support Provider Present the support provider for the asset Warranty Expiration Present the warranty expiration for the asset Vpro SNMP Custom Text 1 20 Asset Custom date 1 2 Present a special date you have customized Asset Custom Integer 1 2 Present a special integer field you have customized Asset Custom List 1 2 Present a special list field you have customized Asset Custom Notes Present customized notes Asset Custom Text 1 2 Present a special text field you have customized Last Access Time SNMP Parameters SysAid Agent Version Update Time Name Type Group Company Catalog Number Description Owner
128. e you have disabled end users you can check for the total amount of active users 1 Go to Preferences gt User Management gt End User Manager Click on the Filter icon FI 2 The Query Builder screen will open In the Choose Element dropdown box select Disabled In the last box the Yes No dropdown box select No for a list of enabled end users For a list of disabled end users select Yes 3 Finally click on the Create This Filter button 4 The End User Manager page will appear and show the results of the filter 5 To print the results right click on your mouse select Print from the menu 6 Click on the Filter icon again and then click the Reset Filter button If you do not reset the filter the End User Manager page will permanently retain the filter settings 47 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 AN6 IT s That Simple 7 To have both disabled and enabled end users in one file you can export the results to Excel Click on the Export to CSV icon You will end up with two Excel files one with disabled users and one with enabled users For your convenience you can cut data from one file and paste it into the other for easy viewing Finally if you discover that the number of users do
129. ease 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple Support SysAid is committed to providing world class technical support and professional services to its customers Free support is included in every product purchase the freeware edition or the 30 day trial this support is provided either by SysAid online telephone Skype e mail or MSN web messenger Before Contacting Support We recommend that you do the following before contacting Support Download and install the product Review the information on the SysAid Support pages go to www ilient com and click on Support and then Guides or FAQs or search the Troubleshooting Section Within SysAid interface you may consult the Help file by clicking the question mark icon at the left of the top bar This will open a popup screen with specific explanations about the page you are currently in To navigate the help files you may click the help library tree that appears on the left of the popup screen 1 SysAid Help Files Aid SysAid Online Help LAdmin Portal P a ee ite Administrator Portal Gasset Management Gil Service Desk Main Page a C tasks Projects Ra A This is the page administrators see when they enter SysAid It is an overview of the state a monitoring of affairs in your helpdesk amp Gi cmos L chat You can see the administrators who are online a list of your last messages a list
130. ease 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple that will cover the majority of the IT service requests Here is a brief guide to setting up categories 1 Go to Preferences gt Help Desk Settings Click the Categories tab At the top of the page you will see a caption box for inputting a new category and subcategories To add a new category and subcategory simply type the name in the caption box and then click Add You may optionally add a brief description of what the category covers in the Description Template Every time the end user will select this category the template description will appear in the service request In case you wish a category to include more than a single sub category retype the name of the category in the caption box and be careful to use the exact same spelling You can also choose where the category will be visible in your knowledgebase your change and problem processes simple incidents and more 2 If you wish to add a third level category you need to enable this option in the General Settings page Note Go to Help Desk Settings gt General Settings and check the tick box for Enable third level categories Click the Save button Now return to the Categories page to fill out the captio
131. econd half of the chapter contains a mini guide for administrators who want to learn the standard features 7 1 Tools for Customization in SysAid 7 1 1 Translate SysAid administrators can adapt and modify the interface of SysAid using the Translate feature in order to comply with the internal settings of a company for example language syntax style and layout Multilingual Option in SysAid Translate Languages Ready to Use SysAid offers the administrator the opportunity to select the following languages for immediate set up English Dutch French German Hebrew Italian Spanish and Russian 1 To set a language go to Preferences gt Customize gt Translate 2 In Locale select the language your company would like to use 3 In order for the translate setting to take effect you also need to set your Locale on the My Settings page under Preferences 4 You should set that language as a default locale for new users under Account Defaults 119 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 43 Translate page 6 5 01 Account cmdb User ariel fit 1 270 eS 7 z l TEN Eaa YK Preferences Y IR quick a r gt My Settings Customize f D User Management Customized Li
132. ed for the SR once the topic of the list is chosen category title status urgency priority to whom the SR will be assigned what attachments will be added to the SR and other custom fields you can add according to your needs Note that quicklist subjects appear in the dropdown menu grouped according to their class Here you can determine which class your quicklist will belong to 145 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 51 Quicklist topics are organized according to classes v6 0 01 Account cmdb lr E Service Desk Y All Help Desk Service Request New General Details Description Solution Activities Messages History Business Impact Customized Printout Change Requests Quick List Description iw Problems Category Laptoy Service Request Actions Laptop very slow q Title Printer Matrix A Security Stat Phone Call ae Reset password in LDAP New SR Urgency Please select an urgency Mobile Priority Default value y Search Due Date zi Activities Asset j one CENG Knowledge Base none GETE Submit user ariel Ariel Request user ariel Ariel jange Assigned to ariel Ariel Admin group none x Parent ID For example you can create a
133. ed users when counting licenses If you do not ensure that numbers of licenses end users plus administrators and managers SysAid will automatically and randomly disable some accounts so that the quota of licenses can accommodate the amount of users in SysAid Disable End Users 1 First view all end users imported into SysAid Go to Preferences gt User Management gt End User Manager 2 To disable an end user click the check box next to the user name 46 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 3 In the top menu bar click the Disable button EJ The page will refresh and in the column titled Disabled Yes will now appear Even if you Refresh from LDAP the disabled end users will remain so in SysAid Support and upgrade information Under Preferences gt About you can see the statues of your SysAid maintenance and verify it is still valid You can also check the amount of licenses for your assets end users and administrators Check how many enabled users you have in SysAid This can be preformed after you have purchased a certain amount of licenses In order to perform a number check on the amount of active users you have in SysAid you should use the filter option Onc
134. een will open At the top of the screen two lists appear e Available Columns which shows the columns available for viewing in the list 132 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple e Visible Columns which shows the columns currently used in the list To customize the columns in the view use the arrow buttons to move columns between available and visible Also use the arrow buttons to change the order of the visible columns If you are editing the EndUser view for example place into visible columns the service request fields you want end users to see To create a completely new view once you have selected the fields to appear in the visible columns and the order they will be shown go to Save as and select the Please enter new view name radio button Finally name the view Click the Save button 47 Customize List Customize List Available Columns Visible Columns Building a First Name Car License Last Name Cellular phone User Name Cubicle Email Custom Int 1 Company Custom Int 2 Disabled Custom List 1 Custom List 2 Custom Notes Custom Text1 m Filter Menus Static Filter Save As Existing View test Cay Plea
135. eholders and more 79 Change Management Process 6 0 01 Account cmdb User arel fit 9 ces Ae Change Advanced SysAid ITIL Change 7 Incidents Change Details RAUGI Z4 CAB Approve Close History Change Requests Problems Please enter below all the relevant information required to approve this change Instructions Service Request Actions Matrix Phone Call New SR Mobile a an m nt gt Proposed Dates gt Budget Data gt Risk Assessment gt Search ariel Portuguese Ariel Activities Assigned to Knowledge Base Please enter the data below in order to cover the risks involved with the change Please also attach any relevant back out plans Instructions Complexity Please select Complexity Impact Please select Impact Urgency Please select an urgency Expected Downtime Start Expected Downtime End Title Please attach below detailed back out plans Attachments Add 212 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple The SysAid CMDB module helps your organization understand the relationships between components and track their configuration CMDB are the initials for Configuration Management Data Base The CMDB is a repository
136. el rel portuguese Sales Re SysAid Wagener david ilientcom mwmentor gmail cam Price List Sales RE SysAid sean tony tgalindo net Price List Sales RE Receipt Anil LOGON none anil logon int com of payment International Sales Re SysAid Shah david ilientcom manoj omzest com Price List Sales RE Second none Andrew CUMMING northpow Notice Your Sales Your software none awards wista files org Antivirus Support Re Barry Watts Q COMP none Barry Watts qcomp com au Request just a quick Support Sale Offer none almeta takisha_hi 5000years Request ViagraCializ Support Installing McCarthy none jeremy mcecarthy forestrytas Request sysaid with provide you with exact listing of what the If you have deployed the SysAid agent each time your software or hardware changes these changes are automatically recorded in the Activity Log If you click on More info the specific inventory changes will be displayed with the date and time If a service request is sent from a user whose computer is listed as belonging to that user then all service requests sent from that asset will also be listed in the Activity Log 34 Activity Log 89 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simp
137. emselves 190 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple sparing administrators from answering recurring questions End users can view the self service FAQ only via the End User Portal so to enable the self service the End User Portal must be enabled as well The third option Enable Settings determines whether to let end users change their settings This option too is available to end users only within the End User Portal End users can add notes to their old service requests using the following radio buttons o Add end user notes to o Notes Description You can decide where these notes will be added to The service request notes field or the service request description field You can configure SysAid to automatically notify the end user when a note is added to his her Service Request Under Preferences gt Helpdesk Settings tick the box Email notification to end user when notes are added Under Preferences gt End User Portal Settings you can also copy the code for adding the SysAid Self Service Portal as an iframe to your own website Simply paste this code at the place you wish to see SysAid End User Portal in your own website All you have to do is fit the size of th
138. en the Service request is in certain statuses For instance it may be logical to define that in order to move a SR to the status closed the solution field should be filled out by the administrator You should prepare your own in house coding scheme for Statuses that will describe the transient stages a service request goes through from entering help desk New until it is closed For example statuses can change from New gt Open to help you manage your incoming service requests Set up customized status menus See section 7 1 2 Adding your own customized list for further instructions Urgency 1 The end user sets the urgency within the end user portal interface when completing the service request form The default menu settings Low Normal High Very High Urgent can be changed or the menu can be extended by the administrator SysAid converts the urgency level to a priority number so you should ensure that the same numerical coding system is used and the same increments are used You should retain the 159 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 1 5 coding system Please note 1 is the highest number with the highest level of alert and 5 the lowest number See Chapter
139. ent com Fax U S 1 617 507 2559 Aid IT s That Simple 7 2 Backup your SysAid Database You do not have to use external database to enjoy backup capabilities SysAid supports backup in its internal databases To create a backup to your database 1 Go to Preferences gt Integration gt Backup tab 2 Check the box to enable the backup 3 If you are about to perform an action which could cause a database corruption you can create a backup at once by clicking the Run Now button 4 To configure a backup of the database on a regular basis enter a time for the regular backup the directory for your backup and administrators who will receive email notifications when the backup was successful and when it has failed 5 Save your data backup preferences The backup is always for the most recent seven days 6 Note that this SysAid internal backup feature is only available with the built in databases Derby When using Derby database SysAid sends an email notification of failure or success of the backups either to the administrator you have selected or by default to the main administrator Click the buttons with three dots on to choose the administrators you wish to send the failure success notifications to You can also opt not to receive any notification regarding backups by un checking the box Send backup email notification 148 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll F
140. ent com Fax U S 1 617 507 2559 Aid IT s That Simple SisClosedSR SisAfterHours SAssignedTo FirstName SAssignedTo LastName SActivitiesTable SActivitiesNum SActivitiesTotalMinutes Tag Description Returns True if this is a closed service request Returns True if the notification is sent outside of the operating hours The first name of the administrator to whom the request is assigned The last name of the administrator to whom the request is assigned Available for service requests notifications Contains the service request activities Presents the number of the service request activity Presents the total time in minutes of all the activities of the service request Boolean variables can be used in cases you want a different message to be sent in specific cases For instance if a service request is sent when the helpdesk is closed you can use the tag SisAfterHours in the following way if S AfterHours amp amp S AfterHours true amp amp S IsNewSr true The Helpdesk is not active at the moment your service request will be addressed during working hours end The texts in Customized Notifications can and should be enhanced with tags Quicklists 144 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL SysAid User Manual Release 6 5 Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 E mail
141. ent field Click on the arrow button to move it to the Visible Fields box 4 Click Save This new field will now appear in the page set up the contents of the Department dropdown menu Go to Preferences gt Customize gt Customized Lists In the List dropdown box select Department You should use a numeric figure in the Key box Add the text description in the caption box Click Add to save this line entry You can adopt any numerical coding sequence 1 2 3 4 5 or 10 11 12 13 14 etc You cannot use the same number twice as this causes the entry to be overwritten Do not punctuate numbers with commas or with full stops Also please keep a continuous sequence to prevent future breaches Once you have added all entries to the dropdown menu click Save Now you should be able to see the new dropdown menu on the General Details page 35 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Dividing Users into Companies If you are a helpdesk provider and have outsourced your help desk facility or are the mother company that provides all the IT services for all associated companies the facility that enables you to divide users into companies is greatly beneficial To learn mo
142. er ariel 81 9 BE Analyzer SysAid 2 Help Desk H E Work toad Service Quality Service Quality I Service Quality By Timer Service Breaches By Category Service Breaches by Administrator 4 I Service Breaches By Company I Satisfaction level by Administrator a O Inventory Overview I Assets that were not updated the longest SRs activity time total the longest SRs activity time average tors assigned the most SRs trators with the longest SRs tin the longest SRs activity time total h longest SRs activity time average Companies that submit the most SRs Companies s 0 Compani Compani O Compani the longest SRs activity time average Access a report by clicking on the plus sign next to the yellow folder to open its contents Listed in the table below are the reports that can be generated in the Analyzer Table 7 Report contents in the Analyzer file tree Folder Report Name Help Desk Workload Active Requests Opened Closed Requests per Period Opened Closed Requests per category 200 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 E mail info ilient com Fax Israel 972 3 761 7205 Content of report Number of active service requests broken down by category company asset group group admin end use
143. eria This will help to maintain the high standard of service your help desk provides A static filter can determine that certain fields will always be included in a certain view even if not chosen in the dropdown menu For instance if you wish to ensure that the view used by employees will always contain certain kinds of service requests such as new open and responses to previous emails this can be set up in static filters Escalation rules can be built into the static filter as well so that your organization can ensure that it does not overlook any outstanding requests or issues Contact support sysaid com with a design for the static filter and we will help you set it up For creating static filters you need to understand relational databases and have a familiarity with the database used by SysAid Describing the structure of the database used by SysAid is beyond the scope of this manual Please consult Guide 9 the database guide for this information http helpdesk ilient com CustomPage jsp pageName download html amp fileName d atabase_guide pdf amp EndUserLink 137 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 7 1 4 Appearance Tab 49 Appearance Tab 65 01 Account c
144. ers of your net The fields on this form are the catalog number the name of the item the model of the item the manufacturer and the supplier of the item You can also add notes regarding the item you are adding to the catalog list Fields can be os added or removed by using the Customize Form icon on the top of the page To learn more about how to use this icon please go to Chapter 7 of this guide Once you have completed the form click Save 103 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Supplier List The Supplier List page contains information about all the suppliers of the hardware software and catalog items of your network You need to feed the information about the suppliers yourself You can reach this page by clicking on Asset management Supplier List on the sidebar menu To add a new supplier to your list click on the New O icon This will lead you to a form called New Supplier in which you can specify the following details about that supplier the supplier s name the supplier s address phone number fax number and the email address of that supplier You can also add notes to this form if needed Fields can be added or removed by using the Customize oy Form icon o
145. ervice requests assigned to them Administrators with the longest SRs A list of the top 5 administrators activity time total who invested the longest total activity time to solve the service requests assigned to them Administrators with longest SRs A list of the top 5 administrators activity time average who invested the longest activity time in average to solve the service requests assigned to them Companies that submit the most SRs A list of the top 5 companies that submitted the most service requests Companies with the longest SRs time The top 5 companies whose service average requests took the longest time to solve in average Companies with the longest SRs time The top 5 companies whose service total requests tool the longest total time to solve Companies with the longest SRs The top 5 companies whose service activity time total requests took the longest activity time in total Companies with the longest SRs The top 5 companies whose service activity time average requests took the longest activity time in average End Users who submit the most SRs A list of the top 5 end users in terms of the submission of service requests End Users with the longest SRs time The top 5 end users whose service average requests took the longest average time to solve End Users with the longest SRs time The top 5 end users whose service total requests took the longest total time to solve End Users with the longe
146. es Alerts Escalation Rules Operating times Timers Change Problem Settings Quick List 2 i AOA Remote Control Settings Account Defaults Calculate due dates only on new incidents Seve Customize Diaa men m x Third level m a r a P ntegration Category Subcategory isa Urgency Priority Company Bue period sits sisi category 2 z 8 d User Portal 7 F f P ee oom i All Categories M All Subcategoryi All third levels All urgencies All priorities All D ays es Aaa Asset Settings All Hous Basic Software All Sub Categories All Third Levels All Urgencies All Priorities A 8 Hours Derete Companies CMDB Settings i 1 f All fi User Workstation All Sub Categories All Third Levels All Urgencies All Priorities 5 z 4 Hours a Project Settings Companies Reminders Edit news Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About You can choose whether you wish SysAid to re calculate the due date when changes occur by un ticking the box Calculate due dates only on new incident at the top of the due dates page 167 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Escalat
147. es not match the enabled amount check if any LDAP AD accounts were locked in LDAP AD and may prevent refreshing the user list from LDAP After the procedure is done check if the users you have enabled can login in to SysAid If you will have more users logging in to SysAid than the license agreement allows and require more licenses please contact our sales department sales sysaid com Additional AD LDAP Options For further information on Novell LDAP servers or Open LDAP please contact us for instructions support sysaid com As of SysAid release 5 5 the SysAid Audit log has been improved and it can now be accessed from within SysAid interface The SysAid Audit Log allows you to filter information as well as perform a search Also the user login failure information is recorded in the Audit log Go to Preferences gt Event Log to see and search your information On top of the automatic events that are entered in the event log whenever a change is made in SysAid main settings by an administrator SysAid requires a note to be entered and records the date the time and the user who performed 48 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple the changes in the event log You may cho
148. esent If you are not sure that all of the assets in your organization have been identified by SysAid in My Network Assets click on Search Assets in the side bar menu and perform a search In the text box either type the exact name of the asset in inverted commas or perform a general text search In the All Fields dropdown menu specify the asset type If you suspect that an asset is missing consult our Troubleshooting Section for further details http www ilient com troubleshooting htm or contact the SysAid support team If you have purchased the asset management inventory module you will need to deploy the SysAid agent Instructions for deploying the agent are provided below 107 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 5 2 Deploying the SysAid Agent Option 1 Automatically add your assets The recommended way to add your assets automatically is using the SysAid agent The SysAid Agent The agent is a tool It compiles the inventory reports on the clients machine on network and has additional associated tools that assist the Help Desk for example the Hot Key or Screen Shots The agent is part of what compiles the inventory Advantages of the Deploying the SysA
149. et groups department user or company For example service requests 160 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple relating to assets of senior management may be given higher priority than an asset of a junior member of staff or requests from the communication department in a certain organization can automatically receive a higher priority than the archiving department Both options described above operate on a coded priority menu and this is the first thing you should set up 1 You can set up a coded priority menu by going to Preferences gt Customize gt Customized List 2 Select from the List drop down menu Priority Here you will see the default coding from 1 5 Please note 1 is the highest number with the highest level of alert and 5 the lowest number 3 Now add your own coding 4 In the Key box you should use a numeric figure You should use the same coding system for the Urgency menu If you change the coding you should be aware that SysAid converts the urgency level to a priority level therefore it is important to ensure that you use the same increments and coding system to aid this conversion Finally do not punctuate numbers with commas or full stops 5 A
150. ext 1 2 Quick Name Category Title Status Urgency Priority Due Date Asset Submit User Request User Assigned to Admin Group Parent ID Child Service Request Knowledgebase Actions Screen Capture Re opened Re Assigned 225 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Present the screen capture attached to the service request Present the solution of the service request Present the source of the service request Present the resolution of the service request Present the tasks related to the service request Preset a special date field you have customized Present a special integer field you have customized Present a special list you have customized Present notes you have customized Present a special text field you have customized The number of times a service request has been reopened that is moved from a closed status to an open status The number of unique administrators that the service request has been assigned to throughout the service request life cycle SysAid User Manual Release 6 5 Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple Asset Form Available Fields for Customization Activity Log Attachments BIOS Type Building Cl Attachment Cl Relations Cl Relations Graph CPU Count CPU Model CPU Spee
151. for each administrator his her permission level Decide on what kind of access you want your administrators to have and make your selection in the Permission tab Preferences User Management gt Click on the administrator gt Permissions tab The Permission tab includes eleven potential 27 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple accessibility options available for an administrator Here is an explanation of the different available permissions 1 View Inventory If you check the box next to this permission the administrator in question will be able to view your network inventory However you can limit the administrator s view to a certain inventory group that you have set up earlier on by choosing the name of the relevant group from the dropdown menu which appears in this line 2 Modify Inventory If you check this box the administrator in question will be able to modify the inventory of your network 3 View Service Requests Here you can choose to limit the service request the administrator can view For instance you can decide that this administrator will see only service requests that are assigned to him her or to his her admin group Also it is possible to choose that th
152. garding your agent You may change the information about the server URL the Proxy server the hotkey the log level and more such details You may also upload an icon for your agent or remove the customized icon Determine here the refresh intervals of running the agent as a service by inserting the number of seconds in the pane You may also determine the remote control settings for the agent Check the boxes if you wish to enable remote control if you wish the remote control to proceed only if the end user approves it or if you wish to install a mirror driver to accelerate the performance You may also edit in this popup screen the text of the remote control confirmation request and the text for the Accept Deny remote control buttons 79 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Choose whether SysAid should install a shortcut for submitting service requests in all the assets the agent is deployed on and whether SysAid should generate a random asset ID for your network assets 30 Agent Settings Popup Screen General http 192 168 1 77 8080 1 Shortcut name SysAid Hot key F11 y Shit DOCti DAk Log level Fatal x a 3 Upload icon Remove
153. ge If you are ready to share your translation with other SysAiders who speak your language please contact Ilient support support sysaid com 122 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 IA e IT s That Simple 7 1 2 Customize Icon In SysAid you will encounter two types of pages A form and a list page Form A form page contains a summary of information on a specific service request or any other SysAid entity such as catalog item supplier user etc List If you select Help Desk Tasks Projects and Asset management Asset List from the main sidebar menu in SysAid you will be taken to a list page There are also lists of many other SysAid entities such as catalog items suppliers users etc Here you are provided with a table listing of the contents of service requests projects and your assets By clicking on a row entry you can navigate to a specific service request project or asset which is a form page Both the form and the list page can be customized in SysAid by clicking on the zei well Customize icon Customize the Form Redesigning Forms This option is available in the full edition only To learn more about SyAid Full edition please follow this link http ilient com fullversion htm
154. gebase Mobile Search Linked Item Type All Activities i Linked Service Items for Service Item 48 Records 1 1 of 1 ETAJ ETLI 1of1 Knowledge Base s oea Share and Compare Linked Item Type ID Title Problem 52 SysAid ITIL Problem Add a new link from type Service item ETE 54 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple This screen provides two free text areas Resolution and Solution These can be used by the administrator who handles the service request As resolution write the cause of the problem In the Solution text area describe how to fix the problem These fields too are significant in searches If you click on the Search Knowledgebase link SysAid will search for service requests with similar details You can use the other links to send a message to the request user or to add this service request to your knowledgebase Activities On this screen an administrator can record the hours spent on a particular service request For each session of your work enter the date start time and end time The amount of time spent is calculated automatically by SysAid Provide a description of the work carried out and click Add Messages Under this tab you can find all th
155. given a priority For example a priority can be High or Low Priorities can assist in accurately targeting those service requests with a higher priority to receive a more immediate response and stand idle in the queue This configuration will make your help desk responsive and sensitive The administrator can change the priority after having read through the contents of the service request In addition you can set a priority rule this is linked to a specific asset or group of assets and is set up by the administrator Once you have set up a priority rule a service request will automatically display this priority Therefore it is advised to set priorities that are workable and meaningful Urgency The end users select an urgency level for their service request As a result the selected urgency is displayed upon opening the service request in SysAid When creating the Urgency menu each option should be carefully thought out Routing In SysAid there is a Routing option You can set up routing rules that will direct service requests as they enter SysAid to one main administrator or route them according to set rules to different administrators and administrator groups Consequently when a service request is received by SysAid and routing rules have been set up the Dispatcher will not have to manually queue these service requests They will be automatically queued or assigned to the responsible administrator All of the above fields are item
156. gs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About If an element such as asset or company is covered by more than one rule for example one rule for an asset and another for its group and perhaps even another rule for a higher level group then the most specific rule is applied End users will have to select their asset company department in the dropdown menu in the Submit Service Request form so that the priority rules according to these elements will be applied by SysAid Finally when the service request arrives in SysAid the administrator can go in and reassign the priority Alerts SysAid_ offers predetermined conditions By enabling the alert system one of four colors can an alert system for service requests meeting certain appear in the service request list signaling that it has fulfilled certain criteria you have selected Create an Alert System 1 To set up this optional alert system go to Help Desk Settings gt Alerts tab 164 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple 57 Alert settings page v6 5 01 Accounticmdb User ariel ft 21270 SS pT i Ts 7 X Preferences Y SR quick acce w gt M
157. hanges 2 flow Open Close Act R E il a link te a sarvey wich wii De seat only wd a close lncitent mettication O Assiytt to chasges E Holes are atte Dhen closing Sit ack Whether to add 10 Heewledyo Bate Soll Senco E Endte tinl level coteqoiies E Rorente Service Requests basoil on pouting silos whem the details of the request change O Olsplay Se aetemnatic notifications in messages When a service request changes you can instruct SysAid to email the responsible administrator Enable the tick box in the option below When a service request changes you can also instruct SysAid to email notifications to a group of administrators Email responsible when a Service Request changes For this to work you should also set up this option in the Routing tab The submit user of a certain service request by default will not be sent an automatic notification when the SR is opened and when changes are made in it unless you check the box Send email notification to the submit user under Preferences gt Helpdesk Settings gt General Settings 183 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Also you can choose to send notifications according to the identity of the administrator admin gr
158. hat Settings Downloads About You should select the appropriate option from the dropdown menus to encode email text and attachments in the Export Import Encoding option Language Set Up for End Users To set up language setting follow the instructions above Set Language Settings for Administrators 33 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Removing Users from SysAid Delete End Users In the End User Manager page you can delete an end user from the list Select the end user s to be deleted by clicking the tick box next to their name then S7 click on the Delete button on the top menu bar To just disable an end user rather than delete him her for good select the end user s to be deleted by clicking the tick box next to their name then click on the Disable EJ button on the top menu bar Similarly to reverse this action and re activate this user check the tick box next to that end users name and then clicking the Enable button 2 Delete an Administrator You can delete administrators in the Admin Manager tab Enable the check box next to the name of the administrator you wish to delete Click the Delete S7 button on the top menu bar A popup box will open
159. have finished designing the customized form click on the HTML Code tab Copy the HTML into any existing web page Users can now submit service requests using your web page 7 1 5 Tags for automatic notifications Service requests can prompt automatic notifications messages in SysAid These messages are based on editable templates For example there is a template for the automatic email notification sent to users who submit a service request There is another template for the email sent to an administrator when a service request escalates 140 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple These templates use tags to make them unique from one another Tags are placed within the message They change based on the service request they apply to For example whenever a service request escalates you may want to email the administrator about it The template might look like this A service request S ID has been escalated The tag S ID marks the number of the service request Whenever such an email is sent the appropriate service request number will automatically replace the tag Choose a notification from the dropdown menu and edit the text in the text box below it using the availa
160. he list and added only if re gain when the remote discovery service restarts Here you can schedule the deployment of agents for a specific domain or according to defined IP ranges 78 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Deploy Agents to a Domain The first option is marked by this icon Re and allows you to determine your preferences for a scheduled deployment to a domain You may provide a list of hostnames to exclude from the deployment of the agents and define the deployment settings Use the dropdown menu to choose the name and the domain of the discovery service you wish to schedule a deployment for The third dropdown menu helps you determine whether you wish to deploy or to remove the deployment If you check the Schedule box you can insert or choose by clicking the calendar icon the next time to run the deployment You any direct SysAid to repeat the deployment once every few days weeks or months by filling in the desired number in the pane and choosing the correct period from the dropdown menu beneath it To edit the agent settings click the Agent Settings button SysAid will open a popup screen where you can make your adjustments and determine the following details re
161. he New gO icon in the top left corner You will reach a form called New End User where you can input details for a new end user Figure below 31 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 11 New End User My Settings New end user General Details pescription Help Desk History Chats Service Desk Settings User Name Password i j Generate random password Remote Control Settings Account Defaults y Customs Confirm Password Integration First Name End User Portal Last Name Asset Settings Email CMDB Settings Text message Project Settings Phone Reminders Cellular phone Edit news Company Select Company a a ee Event Logs Sub Types Change Ternplates Problem Templates Service Desk Notifications Chat Settings Downloads About 3 Fill out the General Details form and click Ok You will be prompted with the following message Would you like SysAid to email the new user his her details Click Yes This will enable your new users to receive an email with their login details 4 You will automatically return to the End User Manager page here you will see listed the newly added end users Setting Up Account Defaults for All End Users In
162. he information will be presented in the asset page in SysAid You can choose the appropriate field from the dropdown menu An example for a customized OID you might want to add is the Toner Level of your printer Find in the documentation of your printer the OID that holds this value and add it to the customized OID list Map this OID to a custom field and change its name You can do so under Preferences gt Customize gt Translate To learn more about adding your own customized fields please read Chapter 7 in this guide under Benefits of the Translate Option Customizing the Menu Options and Headings 106 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Troubleshooting Check to see if the General icon G appears in My Network Assets Now review the My Network Assets page carefully check to see if the General icon G appears next to an asset entry If you see this icon it signals a communication problem between the asset and the SysAid Server Consult the Troubleshooting Section in our End User Portal or in our website for further details http www ilient com troubleshooting htm You can also contact the llient support team support ileint com Verify that All Assets are Pr
163. hould not be included in the scan range entered Under the Schedule column you can decide whether the scan will be automatically preformed in certain intervals according to your preferences or you wish to manually perform the scan yourself by clicking the Run Now button You have a possibility to refresh the list of remote discovery services that are not scheduled by clicking the button on the bottom of the page These will be erased from the list and added only when the Remote discover tool registers again Under the Asset Management Network Discovery gt Log tab you can view the history of your network scanning and the progress of currently running scans To see more details about each scan click the row entry of that scan in the table Keeping your assets updated 82 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple To make sure assets that were discovered by SysAid SNMP Discovery service are periodically updated you can set regular updates under Asset Management gt Network Discovery gt Update Asset Data tab as described earlier in this Guide in Chapter 5 1 Automate SysAid to update the asset inventory at specified intervals Customize the information extracted from your network
164. iate each one with a class SysAid handles requests based on this status class For example if you add the status Solved of class Closed then every time you change a service request to Solved SysAid will update the close time SysAid reports described later in this manual will consider the request to be closed 4 In the Key box you should use a numeric figure Add the text description in the caption box Click Add to save this line entry 5 You can adopt any numerical coding sequence 1 2 3 4 5 or 10 11 12 13 14 the only rule is that you cannot use the same number twice as this causes the entry to be overwritten Do not punctuate numbers do not use commas or full stops 127 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 6 Once you have added all entries to the menu click Save 7 Finally go to the page where you want to add the dropdown menu field Click on the Customize icon 8 A pop screen will open called Design Form or Customize List In the box called Available Fields you will now see the newly named menu field Select it Click on the arrow button to move it to the Visible Fields box 9 Click Save This new dropdown menu will now be updated
165. ice requests or customize your own page Using the print icon Click on the print icon The page will open the document in PDF format At this stage the page will not yet be sent to print The PDF document contains a summary of the service request s based upon the details entered in all of the six pages General Details Description Solution Activities Messages 155 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple History You can also print unicode characters using the print icon Note that the PDF document holder contains the vertically placed Attachments and Comments tabs These tabs are automatic additions from Acrobat and are not functional for documents exported from SysAid To print the PDF summary click the print icon on the toolbar inside the PDF interface screen Alternatively you can save the file Customized Printout The Customize Printout icon This icon allows you to merge the data in the service request to your customized printout from within the service request More details about this option can be found under section 4 1 in this guide If you would like to print only selected items from a service request for example only four fields you can customize this by
166. id Agent for Help Desk End users can enjoy the following advantages e By pressing the HotKey the SysAid end user portal is instantly opened e Add screenshots to service requests of the reported problem e Remote Control facility e An option to define your own customized icon which will be deployed to your workstations e You have an option to have the Agent require the end user to login This is a useful option for shared workstations which have a generic login when end users want to submit SRs with screenshots and asset details Described below are a number of deployment options you can choose from 108 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Default Agent Settings By choosing to install the Administrative Tools or by performing Manual Installation of the SysAid agent you will be provided with default settings agent configuration Deploying the SysAid Agent All computers that are connected to the network need a copy of the SysAid agent otherwise SysAid will not be aware of them The Downloads page allows you to install Administrator Tools a part of the administrative tools is the deployment tool thereby automating deployment across your network Alternatively there i
167. ier Custom Date 1 2 Present a special date field you have created Custom Integer 1 2 Present a special integer field you have created Custom Notes Present a special notes field you have created 229 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Custom Text 1 2 Present a special text field you have created Catalog item Available Fields for Additional Remarks Customization Attachments Present attachments to the catalog item Cl Attachment Present Cls attached to the catalog item Catalog Custom Date 1 2 Present a special date field you have created History Present the history of the item Links Present the links of the catalog item Supplier Account Model Manufacturer Name Catalog Number Notes Project Available Fields for Additional Remarks Customization Account Assigned Group Present the group of administrators to whom the project is assigned Tasks Company Present the company for which the project is performed Description Present the description of the project Gantt Present the Gantt chart of the project History Present the history of the project Links Present the links for the project Notes Present the notes of the project Notification Title Present the title
168. igned to Understanding Views and their Importance in SysAid oy Customizing Lists A View in SysAid loads field items you have selected to appear on the screen The view has a name and is easily selected from the View dropdown menu located at the top of the page to the right of the icons 154 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple In SysAid you will encounter views you can select a particular view in the following interfaces Service Request List and the Activities page Help Desk Asset List Software Products Catalog and Supplier List page Asset Management Project List Task Activities List in the Tasks Projects interface The Views function determines which values and which of their columns such as title or priority appear in lists Using different views means listing different values and showing different fields One view for example might show only the title and description of new service requests whereas another view might show only the category and priority of closed service requests Printing Options In SysAid you may want to print out a single service request entire service request listings the complete history for a number of serv
169. imize incident recurrence and business impact e Grouping isolated SRs into related problem themes e Knowledgebase of known errors and work around methods e Helps you proactively eradicate root problem causes in your organization 13 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple ITIL Change Management e Handle process framework for implementing effective organizational change e Minimize the risk of business exposure and service disruption e An unlimited number of change processes e Customizing options to suit any change scenario in your organization e Automate workflow approval processes with ITIL s proven chain of approval e Apply pre defined change templates e Perform multi level risk assessments and authorizations with a full audit trail e Set secure notes tasks and permissions for multiple stakeholders And more 14 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 2 Installation and Successful Login If you have purchased S
170. in red You can also sort the news items according to dates SysAid User Manual Release 6 5 Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 8 It is also possible to edit specific news for a specific group of users or only to a specific company To customize this under Preferences gt Edit News click the dropdown menus to choose the relevant group or company 62 News Items in your SysAid Homepage news2 Urgent news 175 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 8 4 Email and SMS Integration and Automatic Notifications Before being able to send and receive e mail and SMS notifications from SysAid the administrator must first provide SysAid with the outgoing and incoming email configurations of his her organization In this chapter we will review how to e Configure SysAid for outgoing and incoming e mails e Configure for SMS if you have an SMS gateway account In the second part of this chapter we will explain how to set up to receive email and SMS notifications from
171. info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple SysAid allows you to create templates for service requests These templates can save time for both your administrators and your end users The quicklists present common issues for service requests in a dropdown menu Once the end user or the administrator chooses the SR subject from the quicklist SysAid will populate all the other fields in the request according to the settings you have determined Here is a useful tip gathering together the most common re occurring issues in your IT environment and making them available as quicklists can bring you closer to a smoother implementation of SysAid End User portal Your end users will not need to search through the categories and type the title and description for their service requests In addition your administrators will avoid reading through long and various descriptions of users want to report a simple and recurring problem for instance that there is a paper jam in their printer To enable the quicklist option for your end users check the appropriate box in the Preferences gt End User Settings page To edit the quicklist according to your preferences go to Preferences gt Helpdesk Settings Quicklist tab Click to modify or delete you quicklists or click the New icon B to create a new quicklist When creating or modifying a quicklist you can determine the different settings that will be automatically determin
172. information To check username and passwords and to maintain information on users SysAid checks with your LDAP compliant directory 45 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple In SysAid you have the option to Disable Eg users so that your number users will equal the total number of licenses you have bought When you disable a user what in effect you do is make a note to SysAid not to take this user under consideration while counting license numbers and not to update this user s information The disabled user will still be listed under your user list but will not be counted and cannot login to SysAid Do not use the Delete options to disable users following LDAP integration If you delete an end users from SysAid when you Refresh from LDAP this user will appear again because SysAid does not have a way of differentiating between new and deleted users In other words SysAid does not know if this user was listed once and was once deleted and therefore should not be imported again Therefore it is preferable to mark to SysAid all those users that do not need access to SysAid as disabled They will still show up under your end user list yet you make a note to SysAid to ignore the disabl
173. ion Rules When a certain condition is met you might want a service request to escalate Escalation describes the process by which an action is initiated When a service request escalates it performs a predefined action An escalation rule therefore contains these two elements A condition An action occurs when this condition is fulfilled Here is an example SysAid administrator Rachel often forgets to solve service requests If within a month she neglects to solve a service request assigned to her you would like SysAid to automatically email her the message Answer your service request Rachel The condition therefore is that a service request be open a month old and assigned to Rachel The action is to email Rachel This is the escalation rule Now whenever Rachel fails to solve a service request on time the service request will escalate and SysAid will automatically remind Rachel to address it This was just one example Various other conditions and actions are possible Note Before creating an escalation rule please make sure you know and define for which service requests and under what conditions this escalation rule is to be applied If you fail to define this the result might be that every single service request in SysAid will escalate automatically Create Escalation Rules 1 Go to Help Desk Settings gt Escalation Rules tab The Escalation Rules page lists the existing escalation rules 2 To add
174. is particular administrator will not be able to see any service requests at all simply by un checking the box 4 Modify Service Requests Here you can choose to limit the service request the administrator can modify For instance you can decide that this administrator will be able to modify only service requests that are assigned to him her or to his her admin group Also it is possible to choose that this particular administrator will not be able to modify any service requests at all simply by un checking the box This is a special permission for an administrator to purge a service request If you check the box this administrator will be able to delete any service request from your database 28 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 6 View Projects This box can only be checked in the full edition of SysAid and only if you have purchased the Projects and Tasks module To learn more about the Full SysAid edition please follow this link http ilient com fullversion htm Here you can choose whether a particular administrator will be able to view all or some of the projects You can limit the administrator s view of the projects according to the administrators admin groups that thes
175. itUser The user who submitted the service request S ModifyTime The time the service request was modified Location The location the service request applies to ParentID The ID of the parent service request CompanyPhone The telephone number of the company of the end user S sr custText1 This is a customized text of the service request S sr custText2 This is a customized text of the service request S sr custInt1 This is a customized integer of the service request S sr custInt2 This is a customized integer of the service request S sr custList1 This is a customized list of the service request S sr custList2 This is a customized list of the service request LinkToAttachments This tag creates a link to download the files attached to the service request STotal_Active_Requests Adds the current number of active service requests SActive_requests_for_assigned_admin Adds the number of the active service requests of the assigned administrator to the notification STimestamp This tag contains the date and time of the monitoring event SEventTime This tag uses the default server time zone Boolean variables for using in customized notifications SlsNewSr Returns True if this is a new service request 143 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ili
176. k Notifications Chat Settings Downloads About If you want an assigned administrator to read write only service requests assigned to the new group you can set this up in Permissions tab Preferences gt click on an administrator gt Permissions tab choose from the dropdown menu View Service Requests that are assigned to user and group only You can also customize SysAid to present different values in the dropdown menus of customized lists within service requests according to your different user groups limit specific values to specific user groups Under Preferences gt Customize gt Customized Lists choose which groups will be able to see which menu items You can also set automatic priorities and due dates for your service request set the alerts and the escalation rules For further details see Chapter 8 Managing the Helpdesk Advanced Settings 75 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 5 Inventory Asset Management 5 1 Getting Started With Assets Here we will review how you can manage your assets Let SysAid Discover your network Review of your assets Learn how to add group and categorize assets Remote control assets Connect an asset
177. l Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Description Forward ignored emails to Insert the username of the individual who should receive the ignored emails 223 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Appendix 4 Fields available for customization of forms in SysAid various modules Service Request Form Available fields for Customization Activities Attachments cc Cl Attachment Cl Relations Cl Relations Graph Close Time Company Department Description Escalation Follow up Actual Date Follow up Planned Date Follow up Text Follow up User History Links Location Messages Modify Time Notes Project Request Time 224 Additional Remarks Present the Activities related to the service request Present the attachments to the service requests Present the carbon copies for the service request Present the Cls attached to the service request Present the relations to relevant Cls Present the graph of relations between Cls related to the service request Present the ti
178. le 6 5 01 Account cmdb DE Asset Management Y Ey My Network Assets 192 168 1 235 snmp 00 1 1 a7 f6 81 Information Maintenance Help Desk Hardware Software ACtivityLog pc vPro CMDB History Monitoring Search Assets Time User Log Type Description Import Assets ze M F ig 3 24 09 10 13 AM NWA Inventory 1 inventory changes detected More info Software Products Sues 1 CS Ca a Supplier List Network Discovery Finally the Remote Control page details the last time remote control access was performed and the host name of a particular computer Setting up remote control is detailed below Setting up Asset Folders Now that all of your assets are listed in My Network Assets you should plan how you would like to organize your assets For example you can decide on the number of groups needed Plan the name of the groups and what type of assets should be included 1 To create a group of assets go to the My Network Assets page To select assets for the new group click on the small box O located to the left of the asset icon 2 In the top menu bar click on the New Group O icon 3 Click the Move to Group button on the top menu bar A popup box will open prompting you for a name for this group Type the name of the group and click OK 4 In My Network Assets the new group you created will appear with an icon Click on the name of the group to see all assets which are assigned to that group 90
179. le if you are using Active Directory or another LDAP compliant software 50 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 4 Help Desk An Overview 4 1 The Help Desk Interface The Service Request A service request is a form that details the end user s request for support from the IT Department Often it describes a problem for example trouble with hardware or the failure of a printer to function The main way an end user can submit a service request to SysAid is via the end user interface The end user accesses this form by pressing the hot key F11 he she fills out the form and then clicks the Submit button The end user will then see the Thank you page with the number of the service request he she has submitted 19 Submit Service Request Form end user interface 6 0 01 Account cmdb User ariel f amp I Submit Service Request Category Please select a category Please select a sub category gory ESS egory Attachmen a memi Submit 51 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275
180. le option is for a service request to be submitted from a customized html web page 4 The administrator himself herself can open a new service request by clicking on New SR in the side menu in the administrator interface of SysAid 5 Finally you can set up email integration described later on this allows end users or even non registered individuals to send an email to SysAid SysAid will open the email as a service request 6 Different notifications can lead to opening a service request These notification can be configured in the Monitoring module the Projects and Tasks module or from the SysAid ITIL Package The source of the service request will be then available under the control field names source You can add this field to the list or form by using the Customize icon To learn how oat to add a field by using the Customize icon please go to chapter 7 in this guide 65 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Default Pathway upon Arrival into Help Desk A service request can enter the Help Desk and wait for dispatch to read and queue it Alternatively however it can skip dispatch if a routing rule is in place In this case the service request will be automatically directed
181. ll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Task List e Project e Category e Status e User If you would like to add another dropdown filter please contact our support team support sysaid com and we will help you to create additional dropdown menus Removing Dropdown Filter Menus from a View 1 To remove a dropdown menu from a view go to the relevant page and click on the Customize icon 2 In the Customize List popup screen select from the Filter Menu the dropdown menu you wish to remove Now click the Remove button 3 Save this view either by selecting a name from Existing view dropdown menu or by selecting and creating a new view name Do not save these changes to the Default view 4 Click the Save button To reinstate the dropdown menu at a later date from the Customize List popup screen you have two options Either 1 Click on the Return to Default button all the dropdown menus will be reinstated Now save this view 2 Alternatively go to a different view that contains the dropdown cy menu you wish to reinstate Click on the Customize icon From the filter menu click on the dropdown menu you want to reinstate click the Edit button A Filter Menu popup screen will open 135 SysAid User Manual Release 6 5 6 Hamasger St Tel Isr
182. loads About 219 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Appendix 2 Fields contained in the Help Desk gt New SR gt General Details Page of a Service Request Description Category The category a service request applies to These are based upon the categories you set up in Help Desk Settings gt Categories For example hardware software etc Sub category This field is positioned horizontal to the category field It is an additional descriptive label and includes more detail of the type of service request For example if category is hardware the subcategory can be floppy Third level Optional further descriptive label It should have been enabled in General category Settings Title Title of the service request free text description For example Fax machine does not work Status The status of the service request A newly submitted service request will have a New status The administrator can change the status once the service request has been opened depending on the policy of your organization Urgency This status is chosen by the end user when submitting the service request It should not be confused with Priority Priority This is determined by the SysAid administrator or b
183. mdb User ariel ft 27 i UGA Preferences v vy CETE My Settings Customize User Management Customized Lists Customized Notifications Translate Appearance Web Forms Customized Forms Service Desk Settings r Grid Records per Page to Remote Control Settings Maximum items in a dropdown list 29 Account Defaults cust a Auto refresh interval 2 Minutes i Main Logo URL png jpg or gif file Max dimensions 240X63 Integration End User Portal HTML Files Location C sysaid_html Asset Settings V Display news CMDB Settings User name display method User Name only v Project Settings Ss mm maa Reminders Edit news Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About The Appearance Tab presents the administrator with the opportunity to customize the SysAid interface with his her own selection of colors font settings and determine the Auto refresh interval Under this tab you can decide how many lines you will be able to see in all your SysAid lists Go to Preferences gt Customize gt Appearance tab and choose form the dropdown menu your desired grid records per page You can also choose to customize your dropdown menus and ask SysAid to present the dropdown menu in a separate popup screen for longer lists Choose the maximum items that will appear in a combo box dropdown menu If the list contains more than the number you have
184. me in which the service request was closed Present the company from which the service request was sent Present the department from which the service request was sent Present any text in the description field in the service requests Present the escalations of the service request Present the actual date of the follow up on the service request Present the planned date for the follow up on the service request Present the text for the follow up on the service request Present the name of the administrator who sends the follow ups for the service request Present any text in the history field of the service request Present all the links of the service request Present the location of the sender of the service request Present the messages sent regarding the service request Present the time in which the service request was last modified Present the notes of the service request Present the projects related to the service request Present the time in which the request was sent SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple Screen Capture Solution Source Resolution Success Rating Task SR Custom Date 1 2 SR Custom Integer 1 2 SR Custom List 1 2 SR Custom Notes SR Custom T
185. n 38 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com SysAid User Manual Release 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple 15 LDAP Configuration Wizard peg Z Preferences Y F My Settings User Management Help Desk Settings Email SMS LDAP Integration Backup Main LDAP server configuration RMR eee LCE RemoteiControl Settings Enable LDAP integration Account Defaults Customize amp User Name a End User Portal Password 3 LDAP Configuration Wizard Domain Asset Settings pi Login DN s CMDB Settings Project Settings Group root s LDAP port number 389 R Ise a a Edit news User class filter ar Mainio jel Arf Pas rd eo eeee Event Lags pee Domain Group class filter is Downloads Import LDAP over SSL JAP over SS CN attribute ni N attrib User root s DN attribute Server Type LDAP host name Active Directory Name attribute Save Check Settings Cancel d Attribute mapping LDAP attribute SysAid field gt firstname m MASE Save Click Check Settings and then Save If you receive an error message verify that you have not made any spelling mistakes In case the error message persists please send the error mess
186. n The categories subcategories and third level categories are saved in lines To delete a line click the Delete checkbox next to it then press the Save button at the bottom of the page Note that each line is independent on the others Deleting one does not affect the others In order to add several subcategories 2 7 level name within the same category 1 level name you need to retype the category 1 level name name once again on a new line and then the new subcategory name 2 level name Take care that you consistently spell category names 1 level name the same 67 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple You can choose whether the categories will be visible in the End User Portal by checking their boxes under the Visible to End User Portal column You can translate the names of the categories and sub categories into different languages They will appear in the end user portal according to the users language 24 Choose to show the categories in the End User Portal Preferences My Settings User Management General settings Categories ee Remote Control Settings Category Subcategory Account Defaults Please select an existing category or inser
187. n Select Quick List be Phone Call New SR Category Piense select a category lll Please select a sub category Gili Select third level categoryll Mobile i Search Title Activities Knowledge Base Desctintion IT Benchmarks Not Add a note Status Open Urgency Please select an urgency Priority Default value v Due Date fe pasar none KESA Submit user Holga Ef teu Request user none EEA Under the General Details page you can see the title and the body of the service request the dates of all correspondences relating to this request its category priority who it was sent to the general details of the submit user and various other details The General details form of a service request can be customized to include more suitable fields To learn how to customize a form in SysAid look at chapter 7 Advanced Configurations under Customize the form in this guide From this page you can also turn the service request into a FAQ for your end users Self Service Portal or a knowledgebase item for other administrators It is advisable to use this option in order to save time and effort Service requests that tend to repeat themselves can be added to the list of frequently asked questions to allow your end users to independently solve their problems and at the same time be stored in your knowledgebase so your administrators team could refer to it in the future 53 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel
188. n determine that tasks will automatically open new service requests to improve your service quality The Project and Task Management module is suitable for small as well as for large scale projects 76 Gantt Chart displaying the grouping of tasks per category 6 5 01 Account cmdb User atiel ft 1270 Project 1 Migrate Exchange Server to new version Tasks General Details Description Tasks History Gantt Notification Related Items Activities Notifications Project 1 Migrate Exchange Server to new version From 03 23 2009 03 26 2009 Task 03 23 2009 03 24 2009 03 25 2009 50 50 Backup current settings M 10 Perform the upgrade Perform tests See the full Projects and Tasks Guide http www ilient com down Project and Task Management pdf 207 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 11 SysAid Manager Dashboard The Manager Dashboard is a module in SysAid which provides a full suite of reporting features In the Manager Dashboard the user can take advantage of standard reporting features or customize entirely his her own reports Here are some of the advantages SysAid Manager Dashboard can offer An immediate and cu
189. n the top of the page To learn more about how to use this icon please go to Chapter 7 of this guide Once you have completed filling out the New Supplier form click Save SysAid SNMP Simple Network Management Protocol SysAid Asset management module uses the SNMP protocol to discover and manage all your network devices such as printers routers switches etc You can also find out about changes in these devices and monitor various data that the device makes available such as toner level for printers and so on 40 SNMP Scan Table SNMP Community Community Exclude IP List Schedule Nextrun on Repeat service IP Range gt J Version String Password every 192 168 1 0 03 23 2009 16 18 17 DEFAULT SNMP V1 public v 192 168 1255 SNMP scan settings To determine the settings for your SNMP discovery service go to Asset Management Network Discovery SNMP Scan tab 104 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple The SysAid SNMP scan identifies new devices in your network SysAid identifies the ID of the device according to the mac address of the first interface of the device Here you can determine which service will perform the scanning of your network for ne
190. nces and Submit if you wish to perform the import immediately Note that by importing users you can also update all the fields for the existing users 42 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 17 Import End Users from CSV File 6 5 01 Account cmdb User ariel ff ay Preferences Y My Settings User Management Admin Manager End user manager Groups Companies Import Users ia Companies Service Desk Settings Remote Contral Settings Input file Browse Customize amp Do not import the head line the first line Account Defaults Integration Generate passwords Notification by E Mail End User Portal Use the E Mail as the user name Asset Settings Number of fields 10 CMDB Settings Read csv file from line number 1 Project Settings Reminders Position Field content Format 1 Do not import field Edit news 7 re 2 Do not import field Event Logs 3 Do not import field x Sub Types 4 Do not import field x 5 Do not import field Change Templates 6 Do not import field provam templates 7 Do not import field Service Desk Notifications 8 Do not import field Chat Settings 9 Do not import field
191. necessary and setting up routing rules Once you have made these configurations you can then get SysAid to send e mail or SMS notifications to an administrator an option described in the second part of this chapter 8 1 Help Desk Settings Service request are queued according to categories priority and urgency Statuses Urgency Priority Rules Alerts Due Dates Escalation Rules Operating Times 158 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Statuses A service request has a life cycle Upon entering help desk the service request is assigned a New status Depending upon your local in house policy you should define the point when a request becomes Open maybe at dispatch upon entering the help desk or only when the assigned administrator reads the service request This change in status is important as later on you can take advantage of monitoring response times from the opening of a service request until it is closed Operating Times Another useful result is the ability to receive color alerts signaling when a request fulfills certain conditions Alerts You can determine that certain fields in the service request will be obligatory and that the administrator will have to fill them wh
192. neral Details form click the Customize icon and in the popup screen add company to the visible fields The process of linking end user to companies is further elaborated in Chapter 3 Setting up Users page 24 of this guide 3 Under the General Details tab of that end user you wish to oA nominate as a supervisor click the Customize icon ed and add Is supervisor to the list of visible fields 4 Choose from the dropdown menu to make this end user into a company supervisor To determine that a certain end user will be a Department supervisor you have to 1 First you need to add a menu which includes at least one department Go to Preferences gt Customize gt Customize Lists 195 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 2 Choose Department from the dropdown menu In the caption box add at least one name for a department and add a key number You can add any sequence of numbers to the list of departments as long as you do not repeat the same key number for different departments Click Add to add a new department to the menu Finally click Save 3 Then attribute end users to a department Preferences gt User Management End User Manager click a row entry gt General Det
193. ng compatibility of existing hardware and software with Windows 7 ensuring proper licensing arranging alternative workstations acceptance testing and user training You could also set automatic change templates for future upgrades In both cases SysAid s ITIL Change Management module enhances efficiency and coordination of required change processes using ITIL best practice methodology to ensure smooth transition with minimal impact to services and operations Please note In the ITIL package the menus have been expanded to fit the package functionalities You will notice Service Desk menu link instead of Helpdesk This link includes the sub menu options Change Management and Problem Management Please see the full ITIL Guide for full details http www ilient com down ITIL Package pdf 215 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 14 SysAid Chat Module SysAid allows administrators in the helpdesk to provide instant online support to end users via SysAid chat feature The chat is fully integrated with your other SysAid modules and you can improve your service level and add yet another channel of communication between administrators and end users by activating the
194. ng or rerouting click on the row entry of that relevant request o Matrix In the sidebar Click on Help Desk gt Matrix The Service Request Matrix page will open you can view various tables that present the number of requests in aggregate Clicking on any number will leads you to the requests themselves To create a matrix choose a horizontal field and a vertical field The matrix will display the number of service requests matching both fields o Search For searching the Helpdesk and the Asset lists you can use the search window at the top of the list page Search A i Note that in the helpdesk list you can use the three dots button to limit your search for specific dates Choose the start date and end date of either the time the request was sent or the time in which the request was modified Note that you can perform a search on any of the columns in any of the SysAid lists service requests contacts assets and more The columns in which the expression you have searched for appear will be marked with an asterisk When you wish to perform a search on your database click on Help Desk gt Search in the sidebar Here you can search for specific service requests Into the search field enter part or all of the text that might appear in the title of a service request its description category or any other field The search is not case sensitive and punctuation marks are optional After you click Search a 57 SysAid User
195. ngs Edit administrator properties bbunny al UserManavement General Details Description Permissions Help Desk Service Desk Settings Permission Type User Permissions Kd Remote Control Settings View Inventory only in group and its sub groups Account Defaults _ Customize 1 Modify Inventory Integration V View Service Requests that are assigned to anyone v End User Portal Modify Service Requests that are assigned to anyone E Asset Settings jia a Purge Service Requests that are assigned to anyone J CMDB Settings m V View projects that are assigned to anyone v Project Settings v Modify projects that are assigned to a Reminders yi ie anyone Xi Editnews Purge projects that are assigned to anyone v Event Logs V View analyzer Sub Types Remote Control Change Templates Limit to its company data only Problem Templates SysAid administrator SysAid Administrators automatically have all the permissions Service Desk Notifications Manager access to manager portal Chat Settings Change Manager Create and design Changes Problems Downloads a About View other Admins action items v View CMDB Adding New End Users Manually Add New End Users 1 Go to Preferences gt User Management gt End User Manager to add new end users 2 To manually add a new user click on t
196. nto administrator button A popup screen will appear Click on the box next to those usernames whom your wish to turn into administrators Or if you know the exact username type it into the caption box next to Filter at the top of the page Click on the box next to the name Now click the Select button These users will now appear on the Admin Manager page which indicates that they are administrators Change end user account information when integrating from a single LDAP End users with a username and password in SysAid can submit service requests The interface they interact with is the End User Portal Alternatively they can submit their requests via an email account If you do not use single sign on your SysAid users can login to SysAid by employing the same username and password they use to access the network In order to change account information imported from LDAP for example password or add a new user you can change this information in the Active Directory 44 In SysAid go to Preferences gt User Management gt End User Manager tag Click on the Refresh from LDAP button Once you have refreshed from LDAP perform a quick check of the end user entry to ensure that the changes took effect SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL
197. nual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple service request using the Due Dates feature or set up timers Operating Times to monitor total response time of your help desk personnel Categories In SysAid a service request has a Category and alternatively also Subcategories The end user selects from a dropdown menu which category the service request falls into before submitting it to SysAid For example a category can be Software and the sub category MS Office When setting up the help desk first consider what kinds of categories you want to have for your incoming service requests These categories will serve to classify service request and should therefore relate to your own in house needs A possibility is to monitor over a week the types of service requests you receive and create a category coding list based on this information Categories will help you to correctly queue and assign a service request to the appropriate administrator or administrator group thus improving your workflow in SysAid It is also possible to design different submission forms for your end users according to the different categories you have set To do this however some computer programming skills are required Please contact SysAid S
198. o be able to select a language from the list Make a note of this option as you need to select the same language in the Translate page later on 25 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 IA e IT s That Simple 2 In order to change the encoding so it will support reading and writing in your local language move further down in the page and click on the dropdown menu next to Language Alter this setting to your desired language For languages other than English Dutch French German Spanish and Italian Latin 1 en iso 8859 1 you need to ensure that you select Language Unicode UTF 8 under My Settings and in Account Defaults 3 Once you have completed the fields on this page click Save 4 Go to the Translate page Preferences gt Customize gt Translate At the top left hand side of the page in the Language field choose the language you set in the My Settings page step 1 For languages other than English Dutch French Hebrew German Spanish and Italian you will have to perform a one time translation of all the term listed in the Translate page Possibly there is an available translation to your language in the SysAid Community http ilient com Sysforums forums list page listType tran
199. o need to re enter data here 178 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Email integration addresses two situations that can arise if a new e mail is sent it can be turned into a service request and as it is turned into a service request you specify here what category subcategory and urgency it should be given If an email contains a service request number in the subject field For instance Subject 11 383 Printer not working SysAid matches and attaches this reply to the service request and then SysAid emails the administrator that the status has changed Table 5 Email integration Description Enable incoming POP3 IMAP If you enable email integration input the necessary email integration data into the appropriate fields The email received POP3 Server will open as a service request SysAid extracts email Email address from an email box given with POP3 or IMAP capability User Password Create SR from new emails SysAid uses a predefined set of parameters to open the using the following service request These parameters are Category parameters subcategory and urgency meaning a service request Please select a category opened by email integration will always have the s
200. o to Preferences gt Customize gt Customized Forms tab 139 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 5 In the HTML Files Location field point to the new location of the HTML files The path you point to should be a full local path 6 Save your changes 7 Click the Reload Templates button to update the changes you made in the HTML files You should always click this button after any change you make to the HTML files 8 Open the relevant pages to verify that your newly designed End User Portal and Login page are displayed One of the options is to create different forms for the End User Portal that will be used for submitting service requests that belong to different categories Using interfaces other than SysAid to create web forms SysAid provides you with the option to add service request submission forms to any existing web page For example you might want to let users submit SysAid service requests from your company home page Go to Preferences gt Customize and go to the Web Forms tab Click New Form Fill out all the details in the form Choose fields that you would like to appear in your service request submission form Preview your form by clicking Preview When you
201. oad directly to my SysAid iy in the community The item will be imported to your local server You can also take part in the SysAid community by uploading you own knowledgebase items or FAQs for the use of other IT experts Click the ys Upload button to upload your own data 188 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 8 6 Configure the End User Portal In SysAid there are three types of users End users who seek help desk support Administrators who manage the organization s help desk assets purge database and manage projects Managers who overview the organization generate run and schedule reports When managers and administrators log into SysAid they see various screens and functionalities When end users log into SysAid however their options are more limited Administrators can configure what end users will see when logging in The End User Portal is an optional screen for end users It offers the end user the opportunity to Submit service requests e View an FAQ maintained by SysAid administrators e View details of their submitted service requests and of other requests in case they are supervisors e Add notes to their submitted service requests e
202. of L Additional Modules recent topics in the SysAid forums the active service requests in your helpdesk a list of Gil End User Portal recently accessed assets in your network and a list of the recent notifications received from the SysAid forums Note that the underlined details in the boxes that appear on this page are links and by clicking them you can see the full details of each item or enter the relevant post in the SysAid forums 5 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Support Contact Information helpdesk sysaid com When contacting Support please include the following information or have it available when calling e Your service request number e Your name email address and phone number e Specific details about the problem including system message error codes and logs e Details about your system including the operating system hardware configuration network details and other applications running on the system 6 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 6
203. of companies In addition if you import another CSV file with other users from the same company SysAid will automatically register all the relevant users under the same company However for the department field or any other customized list field SysAid will not create new text values and therefore you need to make sure all the text values in your CSV file are paralleled in SysAid If a new value which does not exist in the field you have customized in SysAid appears in your CSV file SysAid will ignore this value For instance if you have set your department list in SysAid to include the following departments Management Marketing and Support Yet in the CSV file there is also a Development department value SysAid will ignore this value To fix this simply set a new department value Development and then upload your CSV file again SysAid will automatically scan for fields that need to be updated update changes and insert new information To set the Development field in your Department List go to Preferences gt Customized Lists tab From the List dropdown menu choose your list for example Department and insert a key number and a caption Development Click Save 41 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 255
204. of information related to all the components of an information system In fact the CMDB is a data base that keeps information about all your network assets software products and catalog items as well as all the information about the relations between them The SysAid CMDB can be useful for storing information about many kinds of items As long as you maintain and keep your CMDB up to date you will be able to enjoy the associations SysAid creates between your various configuration items Here are a few examples for configuration items you can set and manage in your CMDB e hardware including network components where relevant e system software including operating systems e business systems custom built applications e software packages e database products e physical databases e environments e configuration baselines e Policies Backup Security etc e configuration documentation e g system and interface specifications licenses maintenance agreements SLAs decommissioning statement e other resources e g Users suppliers contracts e other documentation e g IT business processes workflow procedures 213 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 AN6 IT s That Simple 80 CI Relations Graph clTy
205. ojects and tasks e Tracks work progress and resource use e Allocates time wisely e Keeps record of all activities e Stores relevant documentation e Graphical Gantt chart of the projects and tasks 12 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple ITIL Package The Information Technology Infrastructure Library ITIL is an international framework of best practices for IT management and service quality released by the UK Office of Government Commerce formerly CCTA SysAid was established in 2003 on core ITIL principles which have since provided the foundation for all future SysAid Research and Development designs Over the years we have continued to develop in accordance with ITIL methodology and remain dedicated to bringing ITIL best practices to your IT environment SysAid CMDB e SysAid CMDB allows you to Keep track of significant elements in your IT network e Holds an unlimited number of Cls of all types e Allows more than 250 customizable fields to fit your exact needs e Helps you predict the influence of changes in your network on future developments and business impacts ITIL Problem Management e Analyzing root incident causes e Proactively handling problem areas to min
206. ontrol 3 If the asset is in a group select the name of the group go to the first column and move to the row where you can see the dropdown menu Select the group the asset belongs to 4 Only move to the asset column and select the asset itself if you do not want to exclude an entire asset group 5 Now move to the last column and click the Add button The rule is simple use the Allow or Deny setting in the drop down menu to specify the rule for the majority of the assets For exceptions to the rule the rule is set in the Allow or Deny drop down box enter these exception in the table called Except Option 2 Setting up a rule Deny access to all assets except for a few assets 1 For this rule select the Deny tab in the dropdown menu 2 In the Table titled Except specify those assets you want to allow remote control access to 3 If the asset is in a group select the group go to the first column and move to the row where you can see the dropdown menu Select the group the asset belongs to 96 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 4 Now move to the next column and select the Asset that is to be excluded from the dropdown menu itself Each asset will appear in a diffe
207. opriate option for example Deploy to selected computers make sure you select computers this action applies to 5 If you do not see your computers listed contact the SysAid support team 6 Finally to uninstall select computers and click on the Uninstall from selected computers button For more detailed instructions please read Guide 4 Administrator Tools Installation Guide http www ilient com down administrator_tools PDF followed by Guide 5 The Deployment Tool Guide http www ilient com down deployment PDF Both documents are also available at http www ilient com 111 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple You should proceed either to automatic deployment with a login script or to manual deployment if you did not choose SysAid Administrator Tools Option 2 a Automatic deployment with a login script Microsoft Windows 1 Click SysAid Agent for Windows Save the file named SysAidAgent exe to a location that is shared on the network by all computers If you do not verify that you put it in several places to caver all computer locations 2 For Windows add the following lines to the network login script overwriting the tags with the appropriate values It
208. or your service requests There are four alert colors green yellow red and flickering red For each color you can select statuses priorities and a state of escalation escalated or not escalated A service request will activate the alert if it meets all the conditions you select The request must match at least one of the selected statuses one of the selected priorities and one of the states of escalation If you do not choose a status priority or state of escalation the alert will never go off 3 Click the Submit button to set the alert system 165 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 IA e IT s That Simple How do see the alert lights To see the alert lights in the list of service requests click on the Customize icon A popup window will open in the Available Columns click on the Alert field then on the arrow so as to move it to Visible Columns Alert lights are also visible under My Network Assets They appear for assets or groups of assets which are associated with a service request and have activated an alert Due Dates You can define the due date a service request will automatically receive The due date will be calculated based on the category the sub category the third
209. ory go to Preferences gt Integration gt LDAP tab 14 LDAP Integration 65 01 Account cmdb User ariel ft My Settings User Management Service Desk Settings Remote Control Settings Account Defaults Custornize q End User Portal Asset Settings CMDB Settings Project Settings Reminders Edit news Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About Email Text message LDAP Main LDAP server configuration MEA Enable LDAP integration LDAP configuration wizard URL to LDAP server User Name Password Domain Login DN s User root s Group root s User class filter User filter Group class filter Import groups CN attribute DN attribute Name attribute Attribute mapping LDAP attribute SysAid field firstName Schedule Start time p integration Backup CE TT cn distinguishedName sAMAccountName 7 a n 10 01 2009 06 13 j Rerun every Day M 2 Click on the LDAP Configuration Wizard button A popup screen will open Check that all the fields are complete Make sure you complete the following four fields LDAP host name user name password and domain For the Username and Password fields you can use any username that has read only permission 3 Note that you can check the appropriate box in the wizard for a secure LDAP SSL integratio
210. ose to enable or under Preferences gt Account Defaults 18 Audit log JA Preferences Y disable this feature v6 5 01 Account cmdb User ariel ft My Settings f User Management Audit log Serice Desk Settings Filter Remote Control Settings Records 1 10 of 373 Account Defaults q Module All Customize Integration End User Portal Times Asset Settings 9 30 09 12 41 PM CMDB Settings 9 30 09 12 27 PM Project Settings 9 30 09 12 25 PM Reminders 9 30 09 12 19 PM Editnews 9 30 09 9 32 AM Emro m 930109 9 31 AM SubsTynes 9 30 09 9 31 AM if 304 Change Templates Ses Oia aE AM 9 30 0 AM Problem Templates SSUES 9 30 09 7 38 AM Senice Desk Notifications Chat Settings Downloads About 49 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL EI Module Preferences Preferences Asset Management Preferences Preferences Preferences Preferences Preferences Preferences Preferences 1of 38 gt D Sub module All Sub module SysAid Configuration SysAid Configuration Discovery Service SysAid Configuration SysAid ___ Configuration SysAid Configuration SysAid Configuration SysAid Configuration SysAid Configuration SysAid Configuration Type Update Update Update Update Update Update Update Update Update Event Logs Severity Info Info Info Info Info Info Info Info Info Info Tel I
211. ou have more than one active directory more than one LDAP and your users login using domain name username Asset Owner This option can link one person only to an asset This option will cause a service request to be based on an asset owner The advantage of this option for instance is for companies that are external IT service providers The clients of such a company do not have access to the active directory of that company and therefore a contact person is required for a particular asset This option lets such companies have the contact information of their clients With this option the asset binds to a specific user and creates a contact person If you select Asset Owner you should ensure you link the asset to an individual To do this 1 Go to Asset management gt Asset List Enable the check box of the asset in question and then double click on the asset to open the Information page 2 Go to the Belongs to field and link the right person to the asset Click Ok to finish 197 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 3 Finally to set this up for the end user go to Preferences gt End User Portal gt Asset user determined by select Asset Owner Finally click Save 73
212. oup the service request is assigned to Send Email notification to the administrator the service request is assigned to Send Emaii notification to the group the service request is assigned to In addition you can be notified of high priority requests by e mail or SMS This will only take effect on all service requests if service requests are not routed automatically to an administrator admin group If routing has been set up the routing rule will take effect first then the system of notifications will start to operate on the remaining service requests It will send you notification on those service request that are not captured by the routing rule and which met the priority you selected It is possible to set SysAid to send the automatic notifications in the language of the user who receives them rather than according to the language of the default SysAid settings as defined under Preferences gt Account defaults You may enter your own custom translation variables and translate them to your different languages and use them within the customized notifications In order to select the priority level from the dropdown box you should remember that 1 Urgent is the highest number with the highest level of alert and 5 the lowest number For example selecting priority gt Very High If you will consult the coding menu Very high is 2 anything larger will include 1 So for all service requests coded 1 or 2 SysAid will issue a notification
213. ove company from the available to the visible fields using the arrow button and then click Save Now the assigned company will be listed 72 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple User Groups In the help desk you can set up user groups for administrators so that you can assign certain types of service requests to a particular admin group via routing It is also possible to group end users For example you can set up groups for different departments groups for individuals who use a particular computer or software or groups for off site offices Then you can assign the service requests submitted by a particular end user group directly and automatically to a named administrator in help desk Creating User Groups 1 To set up a group in SysAid go to Preferences gt User Management gt Groups tab Here you can create departmental groups for administrators and end users Here you can also divide users into logical units then apply different rules for each group There are three types of user groups end user groups administrator groups and general groups which include users of both types 2 Click on New Group button 3 The New Group screen allows you input a name for the new gro
214. own menu text or numeric Creates a drop down menu text or numeric Adds text field only Adds text field only Adds a note box Adds a numeric field only Adds a numeric field only Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com For use In the project interface In the project interface In the project interface In the task interface In the task interface In the task interface In the task interface In the task interface In the task interface In the task interface In the user management interface In the user management interface In the user management interface In the user management interface In the user management interface In the user management interface In the user management interface SysAid User Manual Release 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple 7 1 3 VIEWS Customizing Lists and Creating Views Customizing Lists A View in SysAid loads field items you have selected to appear on the screen The view has a name and is easily selected from the View dropdown menu located at the top of the page to the right of the icons Views determine which values and which of their columns such as title or priority appear in lists Using different views means listing different values and showing different fields One view for example might show only
215. pes General Details CI Relations Incidents Cl Relations Graph History Cl Relation Types ESAn Cl Graph Relations Direction Display all z Imports SysAid CMDB can be used for additional purposes outside your IT environment for example even a Taxi station can use SysAid CMDB to keep track of the different vehicles drivers destinations garages and other relevant components and information ITIL In Action You might be applying an upgrade to the internet firewall in your organization for example SysAid s ITIL Change Management Module offers a best practice process framework for managing all your change related activities such as analyzing costs and resources coordinating an external specialist carrying out risk assessments and devising a roll back plan You could even coordinate scheduled internet downtime obtain business approval document changes and update your Asset Management and CMDB modules all from within SysAid 214 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Another likely scenario is upgrading user workstations from Vista to Windows 7 SysAid s ITIL Change Management module automates the step by step workflow and chain of approval which usually includes checki
216. phone gt SMS CompanyAddress o ID SubmitTime Notes Priority 2 Urgency Status RequestUser Resolution 142 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 E mail info ilient com Fax U S 1 617 507 2559 Tag Description The subcategory of the service request The third level category of the service request The administrator the service request is assigned to The administrator group that is assigned to the service request The time the service request was closed The description of the Service Request The date the service request is due A link to the service request possible for administrators only The company name that is associated with the request user The request user s telephone number The request user s cellular phone number The request user s SMS number The email address of the request user s company The ID number of the service request The time the service request was submitted The notes written in a service request The priority of the service request The urgency of the service request The status of the service request The user who requested the service request The resolution of a service request SysAid User Manual Release 6 5 Toll Free center U S 800 686 7047 Aid IT s That Simple Tag Description Solution The solution of a service request Subm
217. policy or any other third party deployment script Project Settings Learn about installing the agent MSI here 7 ad Sy l Reminders Download SysAid Agent for Linux Editnews Use this Linux se tipt to run the agent on Linux machines Learn about installing the agent for Linux here SEU Download SysAid Agent for Mac Sub Types Use this Mac script to install the agent on Mac machines Change Templates Learn about installing the agent for Mac here Problem Templates Download SysAid remote discovery service Service Desk Notifications Use this Service to run SNMP scans for remote networks in case your SysAid Server cannot access them directly with the built in discovery service Strstgottings Learn more about installing the Remote Discovery Service Comment by Ariel a link is required here here C Your server URL htp 192 168 1 77 8080 About Your account emdb To access this page in the main menu click on Preferences gt Downloads Table 1 Downloads Page Items Listing the Three Deployment Options Description SysAid Administrator Tools Click this link to commence installation of the SysAid Admin Tools with a Setup Wizard Applicable for Windows NT up to 3 6 SysAid version Windows 2000 and Windows XP computers As a result of an installation of the Administrator Tools you will have access to the Deployment Tool and to the Administrative Remote Control Tool If this installation fails or is not applicable e g your network has
218. possible to add your own customized text fields or a dropdown menu field or an integer field All fields that start with the word custom in the Available Fields list can be customized by the administrator in the Translate page To do so go to Preferences gt Customize gt Translate and download the text file in order to edit it The following fields detailed in the table below can be edited by typing in the text file the new name on the right of the equals sign These fields can be customized for any of the Help Desk screens 3 Scroll down the page and click the Save button 124 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Bia 4 Return to the Mobile page and click on the Customize icon Repeat step 2 above Create a New Form Tab in the Help Desk Interface using the Customize icon Choose the particular fields you would like to appear on your new tab and a name for the new tab 1 To create the page go to any of the pages of a service request in the help desk interface for example General Details Click on the Customize icon The Design Form popup screen opens 2 In the Design Form click the New Tab button on the bottom of the screen In the Tab caption type the new name of the
219. r priority or urgency Data displayed in Table Number of opened and closed service requests during a specific period day week or month Data displayed in Table amp line graph Number of opened and closed service requests for a selected category Data displayed in Table amp bar Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple Opened Closed Requests per company Number of opened and closed requests by company Data displayed in Table amp bar chart Opened Closed Requests per Number of opened and closed administrator service requests by administrator Data displayed in Table amp bar chart Opened Closed Requests per admin Number of opened and closed group service requests by administrator group Data displayed in Table amp bar chart Opened Closed Requests per Number of opened and closed priority urgency service requests by priority or urgency Data displayed in Table ae _ Help Desk Activity Summary Provides service request totals You can choose from a group variable and sub group variable in your report Data displayed in Table Activities By Administrator Lists activity per service request number Includes date worked on title description and length of time Also includes service request type Data displayed in Table Workload by Administrator Lists number of service requests activities and times by administrator
220. r Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Method checkbox to choose whether to deploy or remove the deployment of the agent If you wish to schedule a recurring deployment check the Schedule box and click the calendar icon to select a date for running the next deployment Fill in the number of days weeks or months you wish the deployment to be repeated and use the dropdown menu to select the period suitable to you You may click the Agent Settings button to edit the settings of the agent as described above regarding the deployment to a domain Click the Add button under the Deploy Agents tab to keep the scheduled deployment to an IP range you have just created SysAid SNMP Simple Network Management Protocol SysAid Asset management module uses the SNMP protocol to discover and manage all your network devices such as printers routers switches etc You can also find out about changes in these devices and monitor various data that the device makes available such as toner level for printers and so on 31 SNMP Scan Table spiel aerei ae id Exclude IP List Schedule Next run on ieee very service gt Range D ervice IP Rang Version String Password every 192 168 1 0 03 23 2009 16 18 17 DEFAULT SNMP V1 public v 192 168 1 255 SNMP scan settings To determine the settings for your
221. r the end user Location Present where the end user is located Notes Present the notes of the end user Service Requests Present the service requests of the end user Time Zone Present the time zone of the end user 228 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple User Custom Date 1 2 Present a special field you have created for dates User Custom Integer 1 2 Present a special integer field you have created User Custom List 1 2 Present a special list field you have created User Custom Notes Present your customized notes field User Custom Text 1 2 Present a special text field you have created Building User Name Password Confirm Password First Name Last Name Email Text Message Phone Cellular Phone Company Supplier Available Fields for Additional Remarks Customization Name Phone Fax Address Email Account Account Number Present the account number of the supplier Attachments Present attachments of the supplier Contact Name Present the name of the contact person Version ID Mobile Present the mobile phone number of the supplier Phone 2 Present another telephone number of the supplier Supplier List 1 2 Present a special list field you have created Suppl
222. rder to track and measure the satisfaction of your end users by the services of your helpdesk Enabling an end user satisfaction survey In the General Settings page under Preferences gt Helpdesk Settings you can also choose to add a satisfaction survey that will be sent to your end users once their service requests are answered To enable this option click the checkbox 4 Add a link to a survey for the end user regarding a closed Service Request Once the survey option is enabled you should edit your survey Editing the satisfaction survey To setup satisfaction survey 1 Go to Preferences gt Help Desk Settings gt General Settings tab 2 Check the box Add a link to a survey for the end user regarding a closed Service Request 3 A URL for the satisfaction survey will be added in the email notification regarding the closure of a service request 4 To edit the question go to Preferences gt Customize gt Translate tab 5 In the Translate page click to download the translate file Save the file in an easily accessible location on your computer for instance on your desktop To edit the Translate file as a text file you may use Notepad or a similar program 6 Open the file to edit it To look for the survey question that now needs to be edited press Ctrl F and enter survey question 172 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 70
223. re about creating companies and user groups please check section 4 2 in this guide SysAid Help Desk How to Optimize your Workflow Also dividing users into companies is necessary in case you wish to determine end users as company supervisors To learn more about supervisors please go to Chapter 8 Managing Help Desk Advanced Settings Import users with lightweight directory access protocol LDAP Importing users and user information into SysAid using lightweight directory access protocol LDAP compliant directory software has several benefits LDAP The Benefits 1 Allows to continue using the username and password your users currently have on your network to access SysAid Preserves central location of directory of information on users address telephone and cellular phone numbers Saves time IT administrators do not have to build new directories and add user information manually No duplication of user data 5 The basis for using single sign on Avoids double logins 6 An option for secure integration 36 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple The most common LDAP compliant software used is Active Directory If this is what your organization uses you c
224. re you can define registry key paths and SysAid will retrieve the values from the Agents next time an inventory action is run Remote Control Settings Account Defaults J Full registry key path Customize i Integration End User Portal MDB Setti j C Settings Project Settings Edit news Event Logs Downloads About Remote Control Settings With SysAid administrators can remote control many assets An administrator can access a remote asset from his her own computer controlling it from afar This enables administrators to fix end users problems without leaving their offices If you elect for all computers to be remote controlled leave the default settings as they are Deny Remote Control Access to All Assets 1 To deny remote control access to assets in SysAid s sidebar click Preferences gt RC Settings Figure 31 2 This page is where you specify a default rule whether to Allow or Deny remote control click on the drop down menu Allow permits and authorizes remote control access to all assets Deny Prevents prohibits remote control access to all assets 94 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 37 Remote Control Settings 5 0 01 Account dey User ariel tr
225. rect SysAid not to send the automatic notifications Go to the General Settings page Preferences gt Help Desk Settings 182 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 67 General Settings page VE5 OF Accourt support User ret a ZK Peteeces v EE gt MySemngs Help Desk Settings User Managemert Generat Setiligs Categories Reeting Peloriies Dee Gates Alerts Escatetion Rules Operating Times Timers Renew Combat Senge B Emai assigned group mombors when a Service Regart changes Account Donuts TRER 0 DD Sond emali notification te the sdei weer initegraten How Service Request default pilesity Met zis5caed v Ent Usar Ponal O SIAS Holilicasem em mew Sendo Request with piietity gt Flist tevo Asun Senngs Son SMS te ke CUDO Senis E Esai wettication on new Serdce Request w s pelority gt Hot weigned w Project Setngs FB Sond Email notification te the adenintinatol the sensta leguri is asiigard te E Send Emall notification te he qronp the serdce request Is asslyneil to Eat news EvertLogs Sotid Email notification te krs Downloads send Instance message te atelelcsalor roqaiding a mew Service Request About Email eemGcation 10 Cid Uses whee E Status c
226. ree center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 AN6 IT s That Simple 53 Database Backup a a Vis Preferences Y v My Settings integration User Management Email Text message LDAP Backup Service Desk Settings J Enabled aaa Remote Control Settings Daily backup hour 02 00 Account Defaults Customize q Backup directory C Program Files SysAidServeribackup Email recipient in case of failure oded moshe hemor BERS SEE Email recipient in case of success oded moshe Asset Settings w Send backup email notification CMDB Settings i Project Settings Reminders Edit news Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About Reminders Under Preferences gt Reminders SysAid includes an option to set reminder notifications on several date fields in SysAid including Assets Catalog items Software products suppliers Cl s and projects and tasks For example you can set a reminder email thirty days prior to a software expiration date or an asset 149 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax
227. rent row 5 Move to the last column and click the Add button 6 Assets can easily be removed from the Except table by clicking the Delete tab on the appropriate row Exercising Remote Control over another computer In order to exercise remote control over another computer you need to first Allow remote control over that distant computer see previous section Permit the administrator to activate remote control To learn how to do that please consult the section Administrator s Permissions in Chapter three of this guide Install the Administrator Tools in your network To learn more about the installation of these tools please consult Guide 4 Administrator Tools Installation Guide http www ilient com down administrator_tools PDF Once you have taken care to fulfill the conditions specified above you can move on to activate the remote control from your own computer as follows 1 Go to Asset management gt Asset List choose the computer you wish to remote control 97 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 2 Go to the Remote Control RC tab You will be able to see the IP and the port your computer is listening on 38 Remote Control tab 5 0 01 Account dev Userariel
228. rface yet from another computer the administrator will still see the asset that user is linked to The administrator can easily see the history of the asset or how many times problems are reoccurring on a particular computer You can link an asset either to one end user or to a group of end users This is set up in the Information page of the appropriate asset 1 Go to Asset management gt My Network Assets 2 Click the asset you wish to link to a user 3 In the Information page select the appropriate user users in the User field 4 Click Save Deleting an asset or a group of assets To delete an asset click My Network Assets select an asset or a group of assets by clicking on the check box or browse within the hierarchy where the asset or group is displayed Click the Delete button at the top of the page When you delete a group all its assets will also be deleted Software Products If you click the Software Product link in the SysAid sidebar menu you will navigate to the Software Products page To begin with this page will be empty of course You need to feed the information about your software 101 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple products Click on the New B icon
229. ricity Data center Need to go down for New SysAid oded moshe Very Phone Call Center down for electricity maintenance High 13 Data none Schedule Shutdown data center New oded moshe oded moshe New SR Center shutdown of process 14 w Network Firewall Main Firewall Our main firewall is down New SysAid oded moshe Urgent Equipment is down ooo We are working on the Mobile J 18 e Servers Other Reset User either forgot New oded moshe oded moshe Very 3 24 09 11 23 AM eae 8 password in password or was blocked High Search 19 Network Firewall Cantaccess Lam trying to access New oded moshe oded moshe Normal 5 Equipment a webpage htt Activities 20 e Network Firewall The internet Web Pages are taking New Christina none Normal Equipment seems to be ages to load Aguilera Knowledge Base F 21 User Printer paper stuck Paper is stuck in the New oded moshe oded moshe Low 441109 11 24 AM Workstation in printer printer Please assist Share and Compare rm 25 w Data none Schedule Shutdown data center New oded moshe oded moshe Very Center shutdown of process High 26 w none none SysAid ITIL SysAid ITIL Problem New SysAid oded moshe i Problem Controlling Lists You can sort a list by clicking the title of a column The list will be sorted according to that column To change the order of the sorting click the column title again 151 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7
230. rvices and processes network services software and hardware updates and more You 117 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple can see a visual representation of all the monitoring tests on daily weekly monthly and yearly graphs Part of the monitoring module is included in the core product while additional functionalities are available only in the Full SysAid Edition 42 Monitoring Graph Please see the SysAid Monitoring Guide for full details on this module http www ilient com down monitoring pdf Related Guides and Reading Chapter 4 Introduction to help desk Guide 9 The Database http helpdesk ilient com CustomPage jsp pageName download html amp fileNa me TheDatabase pdf amp EndUserLink 118 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 7 Advanced Configurations In this chapter we cover those advanced configurations throughout SysAid modules Help Desk Asset Management and Tasks Projects The s
231. s of the notifications sent regarding the project Progress Present the progress of the project Project Custom Date 1 2 Present a special dates field you have created Project Custom Integer 1 2 Present a special integer field you have created 230 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Project Custom List 1 2 Present a special list field you have created Project Custom Notes Present a special notes field you have created Project Custom Text 1 2 Present a special text field you have created Project Level Present the level of the project Raw Estimation Version ID Category Title Manager Status Start Time End Time Requested Group Task Available Fields for Additional Remarks Customization Activities Present the activities of the task Attachments Present the attachments of the task Description Presents a description of the task History Presents the history of the task Links Presents the links added to the task Notes Presents the notes of the task Task Notification Presents the notification related to the task Users Presents the users who are involved in the task Task Custom Date 1 2 Present a special dates field you have created Task Custom Integer 1 2
232. s that assist IT department in resolving a problem in as quickly as possible In SysAid you can choose to set up timers Operating Times tab to calculate exactly how long it takes for a service request to be open until closure or until response 64 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Service Requests Enter the Help Desk There are several routes by which service request can enter the Help Desk 1 When an end user submits a service request via SysAid End User Portal he she can select a category and sub category that the request falls into In addition he she is also asked to set the urgency Low Normal High Very High Urgent Categories and sub categories should be set up by the administrator as soon as possible so that the end user will be able to make a selection in the End User Portal 2 Alternatively the administrator can receive a phone call requesting assistance In this case the administrator will open a service request in SysAid on behalf of the caller by navigating to the Phone Call page through the SysAid side bar In this page the administrator places the request in a category and sets who it will be Assigned to and which Admin Group it belongs to 3 The third availab
233. s the option to deploy the SysAid Agent for Windows the SysAid Agent for Linux or the SysAid Agent for Mac either using a login script or performing manual deployment You can also choose to download a SysAid MSI deployment package from this page All account information necessary for installing SysAid agent Account URL Serial key for account can be found in the Downloads page as well 41 Downloads Page 109 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 6 5 01 Account crndb User ariel fit 1 references Y My Settings Downloads User Management SysAid can manage assets where an End User Module is installed Service Desk Settings Download SysAid Administrator Tools Remote Control Settings Includes a Deployment tool to automatically deploy the module across your network and a Remote Control tool Lea i i Account Defaults Learn about using the Deployment tool here Customize Download SysAid Agent for Windows Integration Use the agent to install the module yourself on specific computers Learn about installing the agent here End User Portal Asset Settings Download a SysAid MSI deploy package CMDB Settings causa F 1 g Use the MSI file to deploy using a group
234. sAid User uses a predefined set of parameters to open the Password service request The parameters are Category Create SR from new emails subcategory and urgency meaning a service request using the following opened by email integration will always have the same parameters category subcategory and the same urgency SysAid Please select a category can identify the end user by his her email address Please select a sub category Email integration gives you more flexibility when Please select urgency connecting with the IT department The POP3 email given should not be used for anything other than internal purposes SysAid only supports POP3 The email address is the one you shall give to end users who want to send SR via this option The service requests arriving by email will be assigned the following category and sub category The urgency that all service requests arriving by emails will be given is set here Send replies to assigned When a service request is replied you will be sent a admin s and change status to notification and the status of that request in SysAid will be changed Select the status from the dropdown menu Ignore emails with subject For those emails that have in their subject matter matter to regular expression insert regular expression for example Undelivered Mail Returned all such emails will be ignored 222 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Tol
235. scalated service request in Notification bod The service request was otification y escalated based an the following tule EscalationRuleName The service request s details v Re assign Service Request to Change Status to Do not chanae Change Priority to Do not chanae Escalation Level 1 EJ Add Rie 3 The form will let you compose various conditions and actions Escalation rules can be based on a certain category sub category third level category status and priority 4 Click the Add Rule button at the bottom of the page When composing messages notification subject notification body to send upon escalation you can use tags To learn about tags consult chapter 7 7 1 3 of this manual Escalation rules have escalation priority You will see an escalation priority dropdown menu Certain 169 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple conditions for service requests for instance high urgency requests two weeks past their due date might merit escalation of a high priority You can also create low priority escalation rules for non critical conditions for example service requests that are only a day past their due date Escalated service requests can be increased in
236. se enter new view name Save Bim Return to Defauit The Return to Default button returns the view to its original configuration 133 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple A note about changing the view name Ensure that when you create a new view you click on the Please enter new view name radio button and give the view a new name If you will not do so your new view will be saved as Default view and therefore you will lose your original default settings Making changes to a view and saving them as a Default view is not advisable as it will seriously interfere later on with downloading new SysAid upgrades Dropdown Filter Menus Decide which dropdown menus you would like to appear You may decide whether to sort the dropdown lists alphabetically or according to ID under Preferences gt Customize gt Customized lists The following dropdown filter menus appear as default already in SysAid Service Request List e Status Assigned to e Group e Category e Urgency e Priority Asset List e Group e Belongs to e Type Project List e Category e Status e Manager 134 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 To
237. sent up to 50 special list fields you have created Present up to 50 special long text fields you have created Present up to 50 special text fields you have created SysAid User Manual Release 6 5 Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Service Request Action items Available Fields for Additional Remarks Customization Account Admin Group Approved Budgeted CAB meeting reference Cl Attachment Company Completed Time Complexity Department To Charge Duration in hours Enabled Time Expected Downtime End Expected Downtime Start Hardware Costs Impact Installation Costs Internal Manpower In Hours Location Maintenance Costs Modify Time Notes Completed Percentage Policy Compliance Priority Project Proposed delivery date Proposed version Re opened Request time Resources required in days Software Costs 233 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Status Submit user Task Title Total Costs Total Expected Downtime In Hours Training Costs Urgency User Acceptance Service Request
238. slations 5 SysAid uses a dictionary file to support the various languages You may change the terms for the supported languages and perform a one time translation for new languages Set Signature SysAid administrators can edit their own text used when sending messages through SysAid Under Preferences gt My Settings page insert your signature in the text box and click Save Note that it is possible to use the tag in order to insert variables See table 7 in this guide for a full list of possible tags 26 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 9 Add signature Always happy to assist you ModifyUser Signature Auto Text Save Out of Office If you are going on a vacation and wish to direct your incoming service requests during the time you will be away to another member of the support team you can do so simply by ticking a check box Under Preferences gt My Settings there is an option for an out of office support that is requests that are assigned to an administrator who is out of office or are queued by routing rules to such an administrator can be rerouted to an assigned available administrator instead Administrator Permissions You can set
239. srael 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Type All nal User Name oded moshe SysAid Snmp discovery service SysAid Server oded moshe oded moshe oded moshe oded moshe oded moshe oded moshe oded moshe Sub type Severity All i an w Info Updating the tab of the Form ClEdiv resource getString CIEdit details Account load Create Cl Sub Types For Asset Types Starting Discovery Server Updating the tab of the Form ClEdit resource getString ClEdit details Updating dashboard view Updating dashboard view Updating dashboard view Configuring dashboard Configuring dashboard Updating dashboard view SysAid User Manual Release 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 Aid IT s That Simple SysAid automatically creates an end user When a user submits a service request from a computer which does not have a user already registered with SysAid SysAid can automatically add that person as a new user 1 Go to Preferences gt End User Portal 2 In the End User Portal Settings page you can enable the following box When a Service Request is submitted from an asset automatically create a user account for the user of this asset if no such account already exists Now an end user submitting a request from SysAid interface will be added as a new user by SysAid This option is not applicab
240. ssets and click on each of the assets and check the information 6 It is worthwhile to create specific icons for imported assets otherwise the default icon given by SysAid to imported assets is which indicates a communication problem between SysAid server and the asset See the Icons section below for further instructions 86 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple When importing an asset from a csv file SysAid can import also the company and the group the asset belongs to The name of the group and the name of the company will be created in case this information was not registered before Asset List Another way to view the assets of your organization is via the Asset List Asset management Asset List More information on how to customize lists and manage them can be found in Chapter 7 32 Asset List jaca aan Ee Glia li Be e A EE Asset Management v v ay SOO Gx ee es View DEFAULT My Network Assets Asset List Records 1 3 of 3 ATED EE 1of1 Licensed assets Unlimited Sean tests Group Owner R Type Import Assets LAM All x Ali kdl Bolas Rrodune e Namew Group Location Description IP Address Type Manufacturer Serial Purchase gatal amp ODED DB762693
241. st Then all the outgoing emails you have sent to end users and all their replies to you will be listed here 152 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Icons In the Service Request Asset Project Task Activities List pages five icons are positioned in the upper left hand side above the Status bar Icon Icon Name Description Li New Adds a new item to the list Filter Open the filter builder popup screen Export to CSV Data can be transferred jinto the Excel spreadsheet pa Print Turns the text into a PDF file with options to print Hos Customize Add or delete fields that appear in lists and forms Click this icon to add a new item to the list For example when viewing a list of service requests clicking this icon lets you add a new service request Similarly when viewing a list of assets clicking the icon lets you add an asset Filter The second icon is the filter icon Clicking the icon takes you to SysAid Filter Builder With the Filter Builder you can create a filter to return only the results you need For your filter choose between creating a simple statement an and expression or an or expression A simple statement includes an elemen
242. st SRs activity The top 5 end users whose service time total requests involved the longest total 203 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple C S activity time End Users with the longest SRs activity The top 5 end users whose service time average requests involved the longest average activity time Projects and Tasks Reports Tasks Projects Activities overview This report provides an overview of all the activities in projects according to different tasks Task activities by administrator You can see the different activities according to administrators Tasks per User Different tasks presented according to the responsible user Tasks per statues Presents the tasks according to their statuses Tasks per project Presents the tasks according to the projects they belong to Clicking the name of a report will open a new page which contains a form that helps you to set the parameters in the report 75 Active Requests page Active Requests Report Title Active Requests mail Category Filter All Categories All Sub Categories Company All jACL ial category v Date range v From date 04 10 2007 o To date 05 11 2007 POF 7 View Now
243. stomizable overview of the state of affairs in your organization A wide choice of reports that can be scheduled customized and sent to different users Various possibilities to modify reports according to your specific needs or to create entirely new reports An immediate and customizable graphic Dashboard overview of the state of affairs in your organization The Manager Dashboard tool is available in the full edition of SysAid no 4 0 1 and up To learn more about SysAid Full edition please follow this link http ilient com fullversion htm Note that the Free Edition does not include this module 208 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 77 SysAid Manager dashboard V6 5 01 Account cmdb User ariel View CIO Dashboard SR c Share and Compare i Active Service Requests C p Active Service Requests by Category o Reports User Workstation Scheduler Servers pecug Dashkoag a Network Equipment Design Reports amp Application ABC 0 3 6 91215 Active Service Reques S Highest Project values o i next Due Date Projects o Top 3 Category Next 4 Project E a Migra Migra Upgra Upgra te te e de Count HNO ao Excha File the th
244. stomized Lists or 2 Set up dropdown menus based on new customized field names by editing Custom List 1 and Custom List 2 in the Translate page 126 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Set up the dropdown menu field 1 If you want to create a new dropdown menu name entirely first go to Preferences gt Customize gt Translate 2 To add a new list name download the text file and save it to your desktop 3 In the text file look for the fields cust_list1 or cust_list2 Each of these fields is preceded by letters that indicate which interface they pertain to see table 3 for the complete listing 4 Replace the name of the list which appears on the right of the equals sign with the name of your new dropdown menu 5 Scroll down to the end of the page and click Save 6 Upload the file from the Translate page To create a new menu field 1 Go to Preferences gt Customize gt Customized Lists 2 In the List dropdown box select the name of your new menu 3 Note When editing Status Items in Customized Lists each item in the Status menu must be of class Open Closed or Deleted Ignore When you modify create status items you will be asked to assoc
245. sts Customized Notifications Translate Appearance Web Forms Customized Forms Serice Desk Settings Language English United States M Remote Control Settings Account Defaults Download translate file sysaid text en US utf8 properties Integration End User Portal SEREN AA Upload to SysAid Community Download a translation file from the SysAid Community Asset Settings CMDB Settings Project Settings Reminders Edit news Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About Overview of How to Make Your Own Translations It is possible to translate SysAid interface to your own language for the benefits of both administrators and end users 1 For languages other than English Dutch French German Hebrew Italian and Spanish SysAid can be easily customized The administrator will need to select in Locale and Language Settings the new language in My Settings for him herself and in Default Settings for the users You can also look for translations to your local language in the SysAid Community or help others by sharing the translation you have made there Go to Admin Portal gt Community gt Resources gt Translations or simply follow the link below http ilient com Sysforums forums list page listType translations 120 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010
246. swer There are three methods Automatic deployment with the deployment tool for Windows NT Windows 2000 fupgrade from the free version to the full ve and Windows XP computers Automatic deployment with a login script Manual installation You can find Asats 0 How do I move SysAid to a new server when details about these methods in the Getting Started Guide Guide 3 Seuasbst 5G Learning about SysAid This item was added to End Users Self Service only 0 What is ane What is the Analyzer Who is SysAid for 0 What is asset management What is help desk CMDB Settings Project Settings Bonsai What are the system requirements for an end Q What are the system requirements for admini Event Loge How does SysAid work with firewalls Canl integrate SysAi S ache owanda Can l integrate SysAid with IIS or Apache Q Canl use SysAid with Linux About Q How can upgrade SysAid from the free versi Q What is the difference between an administra Lam using the free version of SysAid How cat 6 Manager Portal How do enter the manager Portal A What is the dashboard 0 How can I change the charts shown in the das Q How can I schedule reports How can Irun reports O How can modify reports How to send reports to a specific user Q What is a SysAid manager EH Support Request 2 Database Which database does SysAid use y You can also
247. t Share Measurement Month Month Year Year q 1 ij 7 Daily opened closed ratio 1 0 ao 1 0 aoo Hee E Average SR s closed per Admin 14 0 A0 14 0 ao Percent of SR s closed without re assigning 1 0 a0 1 0 ao Percentage of SysAider Percent of SR s opened via the end user portal 0 0 0 0 Percent of SR s opened via incoming Email 0 0 0 0 7 Average resolution time of SR s 33266 79 o o m Note A ratio between all Service requests SR type Incident that have been 7 Percent of incidents related to Printers 1 0 v Percent of incidents related to Servers 1 0 closed during the period Vs the d number of Admins that are assigned to the closed requests If you have certain Admins that you don t want to be included in the count you can exclude them using the filter builder Click here for more information about this measurement 7 End user Vs Admins ratio 34 0 340 340 34 0 i i Em Ba a a kK v Percent of incidents related to user workstations 1 0 a0 1 0 a0 B a e a Ere I i v Percent of escalated SR s 0 0 0 0 ce with that of other SysAiders worldwide This information is jour helpdesks activity to compare your IT perfi ide I fi r statistical purposes only and J Sy dat 2 e IT benchmarks ecific information about your organization will be reflected in the sl statistics After you click accept you may unc ific measurements at any time to specify which information
248. t such as priority an operator such as equals and a value such as urgent The above example would allow only results with an urgent priority You can also create and or expressions connecting simple statements using Boolean logic If statements are connected by an and both must be true for the result to be returned If an or connects them one or both must be true 153 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 IA e IT s That Simple While creating an expression clicking on Add New Line adds another simple statement Export to CSV This icon appears where data is summarized in list format By clicking on this icon SysAid transfers the list data into the Excel spreadsheet Print PDF Creator The fourth icon the Print icon turns the fields related to the page you are viewing into PDF and provides you with the option to print W Customize By using the Customize icon you can add or delete fields in the list or the form on the screen you are currently viewing The option to add filter menus is also offered via this icon Note that you can update the following fields at once in the helpdesk list Status Priority Urgency Custom lists1 Cust List 2 Ass
249. t a new one v z Customize G i oa UEAN D a a GS End User Portal Asset Settings Administration CMDB Settings Project Settings Application ABC Module A Reminders Module B Edit news EventLags Module Sub Types Change Templates Adobe Reader Problem Templates Service Desk Notifications Chat Settings Downloads Office About 6 5 01 Account cmdb User ariel ft Service Desk settings Third level category peenenenencnennne hAl Login Password problem Other Permission request Software Upgrade Error Message Other Error Message Other Error Message Other Does not work properly How to Install Uninstall Software Upgrade to newer version Does not work properly Error Message How to Install Uninstall Software Upgrade to newer version Naan nat unr nvannvle Routing Priorities Due dates Alerts Escalation Rules Operating times Timers Change Problem Settings Quick List Visible in End User Portal v J AR KHECHCHCHNECHNCONECHNEHKE Cae Kapa Kanak g SysAid comes with a default recommended category list to cover your day to day IT requests You may use this list as a starting point and expand or reduce it to suite your services 68 SysAid User Manual Release 6 5 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax
250. team such as Software Installation 121 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 1 To change any of the menu headings on the menu sidebar go to Preferences gt Customize gt Translate Download the text file save it to your computer and open it with a text editor such as Notepad 2 To find in the text file the menu option you wish to rename you should search for the string leftmenu For example the Task Project menu option will be found in the caption box next to the string leftmenu project 3 The following interactive menu items located horizontally on the top menu of SysAid can also be renamed SysAid Account Time Home Message Help and Logout In the Translate page they are all preceded by the string topmenu followed by the name of the menu item itself To change the menu name to the right of the equals sign type the new menu name 4 Save the changes you have made in the text file In the SysAid Translate page upload the file you have just edited The changes will take effect immediately Obviously you may also want to translate SysAid into a language it does not support Choose the appropriate locale and translate each word on the Translate pa
251. ted to an Excel table Click Save you will be prompted where to Save it Then a popup box will give you the option to open the file You can now highlight the relevant rows and print them while de selecting those columns you do not need Additional icons available from within the service request The La Duplicate Service Request icon allows you to create a new service request identical to the one you are viewing To learn more about this option go to Duplicating a Service Request under section 4 1 in this guide The 0 Create new linked Change Problem icon allows you to link the current service request to a new change process or a new problem process Learn more about this option in the ITIL Package Guide that can be found in the SysAid Website on page http ilient com contact_support htm To check the spelling in your service request click the Check Spelling icon 157 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 8 Managing Help Desk Advanced Settings In this chapter we will proceed to set up some advanced configurations in the help desk You first need to configure the help desk for your local environment this is done by customizing the status urgency and priority menus if
252. tely you can manage as many templates as you wish You can activate your different templates by clicking the icon under each tab in the SR You may change and adapt the default template too Your modifications will be saved for future upgrades of SysAid New templates will be provided in future SysAid upgrades under new names Favorites To be able to easily and quickly reach any page in SysAid that you need more highly available you can add the page to your SysAid favorites menu simply by clicking the star icon at the top bar of that page screen Ea A popup window opens asking you to insert a caption for the favorite page and specifying its URL Click OK Apply to save the page as a favorite 61 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 4 2 SysAid Help Desk How to optimize your work flow Help Desk provides a single point of contact for employees and customers for their IT problems It is set up to facilitate the restoration of normal operational service with minimal business impact and is the place where vital day to day communication takes place between users IT support administrators and third party support organizations if applicable The Help Desk also functions as
253. ter U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Index Adding a Customized List 126 Adding Assets 85 Adding customized fields 129 Administrator Permissions 27 Asset Icons 92 Automatic deployment with a login script 112 114 Automatically add your assets SysAid agent 108 Categories 63 Change end user account information when using 2 or more LDAPs or when having moved to a new LDAP 45 Change end user account information when integrating from 1 LDAP 44 Connect Asset to End User 100 Create New Form Page 54 125 Creating a New View 132 Creating User Groups 73 Customization advanced tools 119 Customize List icon 123 Default Pathway into Help Desk 66 Deploy the SysAid Agent 108 9 108 9 Deployment 3 Options 110 Dividing Users into Companies 36 General Details of a Service Request 52 Hot Key 108 113 Import a csv file from Excel 86 IMPORT USERS WITH LOCAL DIRECTORY ACCESS PROTOCOL LDAP 36 Installation 15 16 97 110 111 234 Installing the SysAid Server 15 21 234 Locating Service Requests 56 236 Logging In 15 MANUAL SET UP Add new users 23 Modifying Menu Names 121 Move assets 91 Multilingual Option 119 Parameters in the login script 112 Printing 155 Priorities
254. the title and description of new service requests Another view might show only the category and priority of closed service requests You can create your own views Some views such as EndUser arrive with the system The EndUser view for example controls the lists end users see when viewing their old service requests End User Portal You can create a new view for printing purposes and select only those fields necessary 131 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Creating a New View or Editing a Current View Above lists such as Service Request list Activities list or Project and Task List there is a View field Click the current view name to see a dropdown list with the names of views you can choose to load Choose a view you would like to edit For example to configure which fields end users will see when they check their old service requests choose the EndUser view 46 Choose View ES Service Desk Y v J N el Service Desk Records 1 10 of 45 Select a view from the list below Incidents Search si a pas DEFAULT Change Requests SR Type Status Group Category Daane All SA Active a All Groups wi All Categories j Borice Renuest Actions y Aler
255. tions and Headings 83 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Reviewing Assets To access the Asset Management module click on Asset management from the sidebar menu If you click on My Network Assets or Asset List generally these pages list all of your assets Right now however these pages will not contain anything as you have just completed installation and need to start the process of adding you assets If your server is installed on Windows operating system and you have a new installation of release 6 0 and above the server itself should appear as your first asset Your server will appear in your Asset List automatically a few minutes following the initial installation My Network Assets v6 5 01 Account cmdb User ariel My Network Assets Asset List Search Assets Name Description Import Assets j 5 m m 192 168 1 235 3Com Baseline Switch 2924 SFP Plus Rotors Brose E gt 192 168 1 40 3Com Baseline Switch 2924 SFP Plus Colalon amp f ODED DB762693 Supplier List Network Discovery 84 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 72
256. to an end user Network Discovery Automate SysAid to update the asset inventory at specified intervals SysAid includes a pre defined schedule for inventory updates and agent upgrades Under the Network Discovery tab you can create tasks which SysAid will perform automatically and repeatedly SysAid keeps track of network machines retrieving and listing their information for easy IT management When somebody adds hardware to his or her computer installs new software or makes any such changes you want to be able to see it 1 If you want SysAid to automatically perform an update and check for new updates of an already existing asset at predetermined intervals go to Asset Management gt Network Discovery Here you can program the frequency within which an asset update is performed e The line for adding a new task appears on the top e Group refers to a group of assets e Asset ID refers to a particular asset 76 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 28 Asset Network Discovery 6 5 01 Accountcmdb User ariel fi 81 0 CIE Asset Management vy My Network Assets Network Discovery Asset List Deploy Agents SNMP Scan Update Asset Data upgrade Agents ersion Log
257. twork information such as assets users companies and departments should be set beforehand 2 Next choose the priority level for service requests according to asset a group of assets company department or user Whenever a service request is submitted if a priority rule exists for the asset asset group company department or user you have specified the rule will assign a suitable priority to the service request 3 To delete a priority rule click Delete at the right of the rule 56 Priorities page 163 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Aid va Preferences Y Ex v6 5 01 Account cmdb User ariel M 81 9 gt My Settings Service Desk settings m User Management General settings Categories Routing Priorities Due dates Alerts Escalation Rules Operating times Timers Change Problem Settings Quick List Remote Control Settings Group Asset Priority Account Defaults m e z Ne Ally g Highest E Add Customize Integration ss Company Department User Priority End User Portal i r All z an 4d Highest E Asset Settings All Customer Service Highest Delete CMDB Settings Project Settings Reminders Edit news Event Lo
258. up select its type and add users from a list of available ones 4 Select from the Type dropdown box the type of user Move users into this group using the arrow tab Create as many groups as needed 5 You may check the Enable Group Permissions box if you wish to define special permissions for this group Group permissions mean that the permissions are set for the group rather than for the user and any user that you choose to add to this group will automatically get all the permissions you have specified for the group Once you check the box new checkboxes will appear allowing you to specify the permissions for this group according to your preferences For instance a group called support may have a certain set of permissions and by adding users to the support group they will automatically have the support group permissions 6 Finally Name the new group you have just created and Click Save 73 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 26 User Groups Aid PA Preferences Y My Settings Service Desk Settings Remote Control Settings Account Defaults Search Customize lt q Integration Application team End User Portal IT Level 1 Support Asset Settings S
259. upport and our experts will be happy to assist you with creating different submission forms according to your categories Setting up categories is described further in this chapter Statuses The life cycle of a service request is presented by statuses in SysAid A status describes the situation of a particular service request at that point in time You should customize the statuses to reflect the stages service requests pass through until a final resolution is provided For example New Open Awaiting Response In Process Client Responded and Need More Information are some common choices for statuses Every service request that arrives into the SysAid Help Desk has the status New assigned to it When an administrator opens a service request he can change the status to Open or leave it as New and then queue it You should decide your own local policy for changing statuses Statuses are significant for calculating the time to respond for a particular service request If the status of a service request is changed to Open 63 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple before the responsible administrator has read it the time to respond can appear prolonged Priorities A service request can be
260. us to Closed v CMDB Settings When a Service Request is submitted from an asset automatically create a user account for the user of this asset if no su unt already exists Project Settings When an end user adds note or attachment change its status to New bd Reminders s 2 7 Use this code to integrate the Self Service portal as a frame in your website Edit news Etoni Loge lt IFRAME id EndUserP SRC http 4192 168 1 77 8080 EndUserPortal jsp noframe YES 2 width 1100 height 500 gt lt IFRAME gt Sub Types Teone e 7 use Cl instead of Asset Problem Templates V Enable Quick Lists Service Desk Notifications Allow end users to register themselves Chat Settings V Enable chat from the End user portal Downloads About The first checkbox Enable End User Portal at the top of the page lets you enable or disable the End User Portal When the End User Portal is disabled end users will see only a screen for submitting service requests They would have other options only when the End User Portal is enabled It is also possible to check the box use Cl instead of Asset so that End Users will be displayed with Cl s instead of assets and they will have to choose a Cl that belongs to them when submitting a service request The second checkbox Enable Self Service FAQ lets administrators enable end users self service Optionally you can create a self service screen for end users This lets end users find solutions to common problems th
261. users SysAid is intuitive and easy to use e Service requests can be placed in a knowledgebase which can be searched easily e End users and administrators are automatically notified about new modified and escalated service requests In SysAid you need to set up new administrators and end users and to add the user information for both administrators and end users This task is performed by an administrator In SysAid there are three ways you can add administrators and end users Manual Set Up Import users via lightweight directory access protocol LDAP compliant directory software e g Active Directory SysAid can create an end user automatically This chapter will describe the different ways to add users 22 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Manual setup Add New Administrators 1 To add a new administrator in SysAid go to Preferences gt User Management Admin Manager tab 6 Admin Manager Tab v6 5 01 Account cmdb User ariel ft 0 View DEFAULT Ega My Settings User Management f a Admin Manager end user manager Groups Companies Import Users Import Companies Serice Desk Settings Records 1 10 of 11 EEO ETT 1of2 p Licensed admins 20
262. ut Create a Service Request from incoming emails using the following parameters Category Please select a category Please select a sub category Select third level category Outgoing Emails SysAid can be set up to send e mail notifications to administrators or to administrator groups assigned to address specific service requests Moreover when a person sends a response back to SysAid you can also receive an e mail notification so that you do not have to keep opening SysAid and checking for new responses Note Your user password is only needed if your SMTP requires authentication If you do not provide SMTP information SysAid will neither send any notification nor communicate with users concerning service requests in effect this mutes SysAid Administrator may want to send an email from within SysAid or SysAid could generate and send automatic notifications concerning for example escalation rules Under Preferences gt Helpdesk Settings gt General Settings tab choose whom to notify end user administrator admin group and on what occasions 177 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple SysAid is able to distinguish between messages and automatic notifications and you
263. w devices The default service is the SysAid Server but you can also add other remote discovery services by choosing form the Discovery Service Name dropdown menu To learn more about adding remote discovery service name see Preferences gt Downloads The IP Range column presents the default range for scanning which is the subnet that your SysAid Server resides in You can set it to a different range according to your needs You can also choose the SNMP version you wish to use Note that version V3 requires a password The Community String is a code that allows the communication and by default in most devices it is public You can change the Community string to be different than public to match the community strings on your devices You can use the Exclude IP List column to specify which devices should not be included in the scan range entered Under the Schedule column you can decide whether the scan will be automatically preformed in certain intervals according to your preferences or you wish to manually perform the scan yourself by clicking the Run Now button Under the Asset Management gt Network Discovery gt Log tab you can view the history of your network scanning and the progress of currently running scans To see more details about each scan click the row entry of that scan in the table 105 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686
264. y gt Flist favo Ascot Semngs Som SMS te key CNDG senis E Emai eetiication on new Serdce Request weed priority gt Hor aciqned w Project Setngs E Sem Email notification te the ateeietutatol the servico 1eques is asiigard te E Sond Emall notification te he group the serdce request Is arsiqned to EGI ews EvortLeogs Sond Eiailnotificatemes o mals send Instance message te atelelcialor coqaiding a mew Service Mequest About Emi eemGcation 10 Finl User whee E Status changes t aw Open Closed Activ MM E il a link te a sarvey which wil Be seat andy with a close lnciSent mettication O Assign to changes E Holes are sdra Di Wihon closing Sit ack whether to ahl 10 Heewlodye Base Soll Service E Endte haul level cateqoiles E Roreete Service Requests hasoil on pewting silos whem the details of the request change O Display Se stimate notifications in mestages Setting up Automatic E mail and SMS Notifications SysAid can automatically notify users via e mail or SMS when certain help desk events such as new or changed service requests occur Note that you can decide whether you wish your individual administrators or end users to receive automatic notifications regarding their service requests from SysAid or not To choose to turn off the automatic notifications you may uncheck the relevant boxes in the service desk settings general page or to add the automatic notifications field under Preferences gt My Settings and di
265. y Priority rules Due Time Set by Due Date Rule the time by which the service request should be solved Asset The asset the service request was submitted from Submit user The username of the person who submitted the service request Request User The user who requests assistance This will often be the same user who submitted the request Assigned to The administrator who should solve the request Admin Group The admin group assigned to this particular service request Parent ID Service requests can have parents and children based on a requests Child SR relationship with one another Say for example that one service request describes low memory A second service request describes how a word processor does not load while a third service request describes how a game will not start The second and third service requests are linked to the first the problems they describe stem from low memory The administrator therefore can input the ID of the first service request as their parent When the status of a parent service request changes the status of the children also changes automatically Include in A copy of the service request can be stored in the Knowledgebase Knowledgebase Actions Certain actions an administrator can perform Send Message Search Knowledgebase 220 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761
266. y Settings Service Desk settings User Management General settings Categories Routing Priorities Due dates 4lerts Escalation Rules Operating times Timers Change Problem Settings Quick List Automatic Texts Remote Control Settings Enable Alert System Account Defaults Color Status Priority Esealation Customize j v New Integration Open Closed End User Portal Verified closed Pending Asset Settings Postponed CMDB Settings Deleted Change opened and being analyzed Project Settings Change Approved v Highest Change Rejected V Very High Reminders 7 5 3 3 yng 7 Escalated C Change Completed Z High 7 Not Escalated Edithews Being Analyzed V Normal In Approval Process v Low Event Logs In Implementation In Release Buy yas Waiting to be closed Change Templates Problem Identified Problem Solved Problem Templates Closed unresolved problem F 7 Analyzing the solution for the problem Benice Deck NONN NANE Source of the Problem identified Chat Settings iv New v Open Downloads Closed Verified closed About Pending Postponed Deleted Change opened and being analyzed Change Approved Highest 2 Click on the box next to Enable Alert System Here you can create alerts f
267. you would like to contribute Your industry Select industry mi kma 210 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chapter 13 SysAid ITIL Package The SysAid ITIL Package is available in the full edition of SysAid and in the full edition 30 day trial To learn more about SysAid Full edition please follow this link http ilient com fullversion htm The Free Edition does not have this package What is ITIL and how can it help me The Information Technology Infrastructure Library ITIL is an international framework of best practices for IT management and service quality released by the UK Office of Government Commerce formerly CCTA With SysAid ITIL package you will continue to experience the same fully customizable and intuitive SysAid interface and smooth integration with your existing SysAid modules All ITIL modules come with pre defined templates or basic start up tools to help you get you up and running so you can enjoy ITIL s wide reaching and comprehensive range of proven management solutions in next to no time ITIL Problem Management In ITIL Problem Management refers to the process of analyzing root incident causes and proactively handling problem areas to minimize inci
268. ysAid Hosted Online Solution please go to SysAid on demand online Solution below for login details If you have purchased the installed solution for your server installation instructions will now follow Installation Please go to the following document for detailed installation instructions Guide 1 Installing the SysAid Server http www ilient com down installation_guide PDF For detailed instructions on setting up language consult Chapter 7 Tools for Customization in SysAid Logging In There are two options to login to SysAid Either you will access SysAid On Demand Online Solution from the Internet or you will install SysAid on your network SysAid On Demand Online Solution Upon ordering the on demand online solution of SysAid you were supplied with an Account ID Username Password and login URL Use your details to login to your SysAid On Demand Edition You can also be provided with a unique domain upon request The account compartmentalizes your network as to distinguish it from other networks that use SysAid online solution No account has access to any other account and one account is enough for even the largest organization If you have any questions you can contact the support team support sysaid com 15 SysAid User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60
269. ystem Team CMDB Settings REE Project Settings Reminders Edit news Event Logs Sub Types Change Templates Problem Templates Service Desk Notifications Chat Settings Downloads About z Admin Manager End user manager Groups Group Name View DEFAULT Companies Type Administrators Administrators General End users Import Users v6 5 01 Account cmdb User atiel M amp I User Management Import Companies Note that you can add delete or modify a group using the upper menu buttons You can also filter export to CSV print the list or print only the groups you have selected 74 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com SysAid User Manual Release 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 20 4r Aid IT s That Simple 27 New User Group 6 5 01 Account cridb ee vis Preferences Y My Settings New Group Name Service Desk Settings Type General a Remote Control Settings Users in group Available users Account Defaults SSS A REN Customize pl ones j Integration xa ene End User Portal SURE ORT See ay aaa x Asset Settings Enable group permissions CMDB Settings Project Settings Es Reminders Edit news Event Logs Sub Types Change Templates Problem Templates Service Des

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