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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 20/07/2009 04:05:04
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confi
SysAider
Joined: 20/07/2009
Messages: 18
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Hello everybody!
I have a couple of questions, which having answered I would deeply appreciate. SO here we go:
1. Is it possible in SysAid to configure it in a way that it automatically generates a service request, when either the given numbers of licenses are exceeded (or just depleted) or when a software is installed which is not featured in the software products list?
2. Can the Agent be configured, so that it automatically informs the end user in online and offline mode, that he's just being installing a non permitted software?
3. Is it possible to create a service request out of a Knowledge Databse entry? This would be a true benefit, since an admin who has to ticker in the service requests himself because the user is calling him by phone could just generate a SR with a click, if the problem has already occured. This would also prevent the topics being written in different ways.
4. Can the current state of licenses be captured with one click and atteached to a SR (maybe automatically)? I'm asking because I would like to attach it to a service request and compare it with a second attachment after the SR has been closed. Best would be, if two software statuses could be compared with another via button.
5. Can I provide my users with given textblocks for SR-activities? This is about having given expressions in order to accurately balance the work units. E.g. 'Software update Microsoft Visio' and then a free form field in which specific things can be written down.
6. Can SysAid scan the network traffic of certain workstations?
7. Is it possible to have SysAid create a standard service request for routine activities, so that the admins wouldn't have to type it all in over and over again?
8. How long does the inital network scan (or deployment) take?
9. Is it possible to have several given standard text blocks for service requests that can be chosen in the software?
Hope, it's not too many questions for one Thread. Anyway as said, I would deeply appreciate your answers.
Best Regards,
MF
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20/07/2009 11:00:50
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
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Hello confi.
Welcome to the SysAid community.
Below you can find the answers to your questions:
1. At the moment, you cannot automatically open a service request based on a change in the licensing of a software, we plan to implement this feature in one of the next SysAid releases.
2. The agent only collect information on your installed software and hardware, and does not provide notifications to the end user.
However, you can set up software monitoring which will provide you, as an administrator, a notification when an unauthorized software has been installed.
3. Although you cannot open a service request based on a knowledge base item, you can set up quick links in SysAid, which act like a service request template, so if you have issues which re-occur, you can simply set it up as a quick list item under preferences > helpdesk/service desk > quick list.
4. When you open a service request, you can choose the asset the service request is regarding, but there is no current option to import the licensing information automatically from the asset to the service request.
5. You can add custom fields to the activity page, i posted the instructions at http://www.ilient.com/Sysforums/posts/list/0/2483.page
6. At the moment, there is no network traffic monitoring, we plan to add this feature to one of the next SysAid releases.
7. You can use the quick list, which allow you to setup different service request templates for different subjects and use them to quickly open service requests for common issues.
8. The amount of time varies based on the amount of machines/devices you want to scan, the process should not take more then a few seconds for each machine/device
9. you can use the quick list option for this, or you can setup a default description to your service requests based on the category the user chose.
This can be setup under preferences > helpdesk/service desk > categories.
Best regards.
Haim
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Pushing IT forward |
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21/07/2009 05:23:30
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confi
SysAider
Joined: 20/07/2009
Messages: 18
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Hello Haim,
thank you very much for the warm welcome and the quick answering. If I may, I would like to ask a couple more questions.
So here they are:
1. Can SysAid be used to regulate update services of different software products, e.g. update patches for MS Office or antivirus programs?
2. Can the CMDB portrait interdependencies between different software products, e.g. Acrobat plug-ins in Word, or different RC-tools using the same port?
3. If an asset is remote-controlled, does the user have the ability to interfere, e.g. to type in passwords? Or is he absolutely powerless after he confirmed the RC?
4. Why do my assets and groups appear in "My Network Assets", but not in the Asset List below (it says 'No Data').
EDIT: 5. If the timer says that a service request has been in the Status 'Open' for 10 minutes, can I automatically assign that value to the summed up activities time in the activities folder of the service request?
Thanks in advance (again)!
Best!
MF
This message was edited 3 times. Last update was at 21/07/2009 07:17:14
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22/07/2009 06:14:05
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
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Hey confi.
1. At the moment, SysAid is more focused in managing your IT environment and not actually performing the IT tasks.
2. You can set up customized dependencies in the CMDB to show to relation types you are looking for.
This is one of the best things in this and other SysAid modules, they all over a wide range of customization.
3. The remote control is based on VNC, the user can see and control the desktop (not like RDP for example)
4. I'm not sure what you mean by "no data", you can set up the groups in the "my network assets" page and see the group in the asset list, please provide me with more details so we can better understand the issue.
5. activities can only be entered manually in the activities form in a service request or task, and were designed to record the actual time the admin has spent time on the ticket.
The timers were meant to allow tracking SLA and service breaches.
You can post any of the requests you had and are not currently implemented in SysAid in the feature request forum (http://www.ilient.com/Sysforums/forums/show/101.page) and post your requests so they can be considered for future editions of SysAid.
Best regards.
Haim
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Pushing IT forward |
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23/07/2009 03:09:39
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confi
SysAider
Joined: 20/07/2009
Messages: 18
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Okay, I just found one part of my mistake. Quite stupid I was. 
So concerning question #4:
Nevertheless, I still can't assign assets by user names to my service requests. If an user sets up a service request without assigning his asset, I maybe need to do that as an admin later-on. In my network assets I can click on one of the assets and see, which user it belongs to. But the other way around if I go into the service request in my help desk to assign an asset to an existing SR, the assets are not assigned to names. So if I choose an end user name in the dropdown menu (which is nevertheless possible), it always says 'no data'. So I can't browse through the asstes by user name, although that information should be given.
If in the dropdown menu I choose "All" instead, all the assets are listed. Same Problem in my "Asset List".
Hope, I explained my problem in a comprehensible way.
Best,
MF
This message was edited 4 times. Last update was at 23/07/2009 08:59:41
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23/07/2009 11:25:28
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
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To see the list of assets associated with a user, you will need to have the user listed in the "owner" field of the asset, you probably have the user name in the "user" field.
Best regards.
Haim
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Pushing IT forward |
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24/07/2009 02:40:56
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confi
SysAider
Joined: 20/07/2009
Messages: 18
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Yay, that does the trick. Thanks, Haim.
Is there any way to automatically assign the 'users' of the assets as their 'owners'? I just did it manually and it worked perfect, but we have about 120 users in our organization.
Best regards,
MF
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24/07/2009 07:37:02
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Martin
SysAider
Joined: 30/08/2008
Messages: 19
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Hi Confi,
I don't think there's any way to do that. Users field can contain more than one user (which is the case in most of my assets) , so SysAid would'nt know which of the users is the Owner.
Martin
This message was edited 1 time. Last update was at 24/07/2009 07:37:32
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26/07/2009 08:52:28
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
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confi,
Martin's answer is correct.
Since every machine can have multiple users using that machine, but can only have one "owner", you will need to assign that owner manually for each asset.
Best regards.
Haim
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Pushing IT forward |
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05/08/2009 03:28:11
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confi
SysAider
Joined: 20/07/2009
Messages: 18
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Thanks, Haim! This might lead to some frustration depending on the size of an organization, but for me it's no knock-out criteria, so I will go for it.
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06/08/2009 02:48:08
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confi
SysAider
Joined: 20/07/2009
Messages: 18
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Me again.
Am I right when I say that SysAid generates the entry in the 'User'-field from the people who have logged in to that particular asset?
We are still looking for a way to automatically generate an entry to the 'owner'-field, because that information is crucial to assigning assets to existing service requests. Is there any way to automatically assign e.g. the first given user as owner? Could I assign a user with a help of the database entries and maybe a selfmade script?
Thanks for your help.
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06/08/2009 09:56:40
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
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You are right, the agent indeed pickup the user who is logged to the machine and add it to the users field.
At the moment, there is no option to automatically set the asset's owner automatically since there can be just one owner per asset, and there is no way for the agent to "decide"who is the owner.
If we will use the first user as the owner, it might not fit the needs of other customers.
You can set it by a SQL query, but this will still need to be done one by one.
Best regards.
Haim
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Pushing IT forward |
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07/08/2009 05:38:21
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confi
SysAider
Joined: 20/07/2009
Messages: 18
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Thanks again!
Here is another question:
How can I configure SysAid in a way that not only admins can change the status of a service request? If e.g. a service request needs buying new hardware, the admin can change the status to "purchase" and the SR goes to the purchase department. I want the guys from the purchase department to be able to change the status of the SR to "Back from Purchase" after they bought the new hardware and sent it to the admin. But I do not want to grant them adminstrator rights.
Thanks in advance!
Best regards,
MF
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10/08/2009 02:33:02
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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confi,
At the moment, only administrators can change status of a service request, the only thing possible for the end users is to close the service requests.
You can configure your purchasing department as administrators and simply limit their permissions so they will be able to change only requests that are assigned to them.
Best regards.
Haim
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Pushing IT forward |
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10/08/2009 08:22:23
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confi
SysAider
Joined: 20/07/2009
Messages: 18
Offline
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Hey Haim!
Thanks again. I think I'll never run out of questions.
So right now, I'm trying sort out how to assign a service request to a problem. No matter how hard I look, I just can't find a possibiliy to do so. Even if I am _in_ the service request/incident and click on 'create new linked change or problem' I cannot see the linked service request in the newly created problem. Am I blind? Do I have to set up things in the preferences first so I can see the linked incident in the problem management? How do I assign incidents to an existing problem?
Best!
confi
This message was edited 1 time. Last update was at 10/08/2009 08:22:50
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