You've just installed SysAid and are really excited to get started with it, but rather than diving in haphazardly, you want a guide to show you where to go and what to do first. That's why we've created this Getting Started Guide. Below, we'll take you on a tour of SysAid's basic features. You'll see where to find and how to use the features that you need in order to immediately start managing your service desk and assets more efficiently.
|Configuring E-mail Integration|
|Service Desk Configuration|
|Managing Your Assets|
This guide is an overview, and many features will only be mentioned in passing. For a full explanation of any feature, please consult our Online Aid, accessible from this guide by clicking on the various hyperlinks you will see, or from any page within SysAid by clicking the question mark icon located in the top right corner of the screen. You are also welcome to contact our support team, and they will be able to provide you with any additional information you require.
This Getting Started Guide was written for both the Pro Edition and the Enterprise Edition of SysAid. Everything discussed in this guide is included in both of these SysAid editions, but the terminology is different in a few places, and the Enterprise Edition has additional menu items. SysAid Enterprise Edition terminology is used in this guide.
|Pro Edition||Enterprise Edition|
|Help Desk||Service Desk|
|Help Desk --> List||Service Desk --> Incidents|
|Help Desk --> Help Desk Settings||Service Desk --> Service Desk Settings|
Login instructions vary slightly depending upon whether you have SysAid In-House Edition or SysAid Cloud Edition.
SysAid In-House Edition
SysAid is entirely web based, so you can also access it from any computer that has network access to the SysAid server. Simply open a web browser and enter the IP address of the server you installed SysAid onto followed by a colon followed by the port you chose. If you did not change the port, the default is 8080.
This is the format: http://<your_server_url>:<port>/Login.jsp
You should now be at the login page. You will use the same login information here that you entered during installation. If you have misplaced your login info, you can use the "Forgot your password?" link*.
*In order to reset the password for the main administrator (the one you created during installation), you must use the reset password utility as explained in the SysAid Administrator Guide.
SysAid Cloud Edition
When you registered for SysAid Cloud Edition, you received an e-mail with your login URL, as well as your username and password. Open a web browser of your choice and navigate to the URL you received.
This is the format: http://<your_account_ID>.sysaidit.[com/eu]/Login.jsp
Enter your username and password, and click Login. If you have misplaced your login info, you can use the "Forgot your password?" link.
All SysAid Editions continue here
When you log into SysAid, you will see the Manager's Dashboard. For more information on this module, please see our complete Manager's Dashboard guide. Note that if you are using the Free edition of SysAid or have purchased SysAid without the Manager's Dashboard module, you will see the Admin Portal instead.
The first time you log into SysAid, the Network Discovery Wizard will launch in a popup window. Please read the section below on Importing Assets for more information about this wizard.
You can use the menu button in the top left corner of the screen to navigate around SysAid. (The button currently says Manager Portal.)
SysAid Manager Dashboard
This screenshot has been taken from a fully configured system with service records in it. Your system does not yet look like this, but will after you've been using SysAid for a while.
The first thing to do in SysAid is to set up your users.
In SysAid, there are two kinds of users:
Note: Administrators do not automatically have all permissions within SysAid. In order for an administrator to have all permissions, they must be a "SysAid Administrator." See administrator permissions for further information.
This section will cover the creation of end users and administrators.
Start out by verifying that your personal settings are correct. From the main menu, navigate to Preferences --> My Settings (tab). Here, you can select your language of choice and ensure that your personal information is correct. For information about the different fields on this page, go here.
Next, go to Preferences --> Account Defaults. This page contains many of the same items as the My Settings page. The difference here is that these settings affect all new users you create in SysAid, both end users and administrators.
Before you create your users, make sure that all settings here are correct. For a full description of fields on this page, go here.
Do you intend to use SysAid in a language other than English? Make sure to set the default language before importing your users.
Note: SysAid includes translations for the End User Portal for 42 different languages, as well as full translations for nine languages (click here for a complete list). If your language is not on this list, you can still translate SysAid yourself. See Translating SysAid and customizing text below for details.
You now need to import your users into SysAid. If you set up LDAP/AD integration during installation, then this is already done. To verify this, go to User Management --> End Users.
If you have not set up LDAP/AD, you have three options to import your end users:
Option 1 (Recommended): Import users automatically from LDAP/AD.
Setting up LDAP is recommended for the following reasons:
To set up LDAP integration:
Option 2: Import users from a CSV (comma delimited) file
SysAid allows you to import your users from a CSV file. You may do so from User Management --> Import Users. For full instructions on importing from a CSV file, please go here.
Option 3: Create users manually
SysAid also allows you to manually create your users. You may do so from User Management --> End Users. For full instructions for manually creating users, please go here.
As you begin to use SysAid, you will want to give access to your other service desk technicians, your administrators. There are two ways to create administrators: directly, or by converting existing end users into administrators.
If you have imported your users from LDAP or from CSV, your administrators were imported into SysAid as end users. You must now convert them into administrators so that they can access the administrator portions of SysAid.
If you did not integrate with LDAP or import users from a CSV, you can create your administrators manually. You may do so from User Management --> Administrators. Go here for further instructions for creating admins manually.
After creating your administrators, you must set their permissions for the different modules and features in SysAid.
For a full description of each available permission, please go here.
For ease of management, you will find it useful to create groups of administrators and end users. Sample uses of groups include:
If you imported your users from LDAP, you had the option to import all of the groups in your LDAP. If you have not done this, you may create groups from User Management --> Groups. For detailed instructions on creating groups, please go here.
Note: There is another designation, Department, which you can assign users to. The department list may be edited under Customize --> Lists by selecting the department list.
SysAid supports e-mail integration for:
To configure e-mail integration, go to Preferences --> Integration --> Email (tab). Full instructions for setting up e-mail integration can be found here.
SysAid comes fully equipped with a complete asset management system. To start using SysAid Asset Management, you must import your assets into SysAid.
For the purposes of importing assets, there are four different types of assets:
The following guides are available to help you import your assets into SysAid:
Go ahead and import your assets now. Subsequent sections of this guide assume that your assets are already imported into SysAid.
What's the fastest way to get started with SysAid Asset Management? Go to Asset Management --> Network Discovery and click the button Run WMI Scan. This opens the Network Discovery Wizard. Start importing your assets immediately!
You're now ready to start using the SysAid Service Desk, but there are a few configurations that you should make before you get started.
Go to Service Desk --> Service Desk Settings. The tabs you see here control settings for your service desk. There are some settings that you should configure before beginning to use the service desk:
The above is only a partial list of service desk settings. Go here for a complete list, including a short description of each settings page.
Whether you've used another service desk software before or not, it helps to understand the way incidents are managed in SysAid. This includes how you create incidents, how you manage them, and how you resolve them.
For more information about managing changes, problems, and requests, please go here.
A new incident can be created in many ways. The most common ways include:
To create a new incident as an administrator, go to Service Desk --> Incidents and click . More information about creating incidents as an administrator can be found here.
Once an incident has been recorded in SysAid, it falls upon you and your service desk technicians to resolve it. Resolving an incident has two parts: part one is the actual resolution, usually done outside of SysAid. Part two is managing the incident, which is where SysAid comes in.
Go to Service Desk --> Incidents to view a list of all incidents recorded in SysAid. You can filter the list to view specific types of incidents, such as new incidents, and then browse through the list to find the specific incident you're looking for.
Click on any incident in the Incident list. This opens the SR form, which shows details for the selected incident.
There are certain fields on this form that you will update for almost every incident that moves through the system. They are:
The SR form includes many additional fields. A full description of all these fields can be found here.
Once an incident has been resolved (e.g. the printer's working again), you close the incident. If the resolved issue is a common one, you can even add the solution to your SysAid Knowledge Base.
To close an incident, add a solution/resolution and any relevant notes, and then change the status of the incident to Closed.
Here is an example of managing new incidents, often called dispatch:
David, an administrator, has the Incident list open and is viewing all new incidents. One by one, he views and updates details for each incident. He:
For a more in-depth overview of creating, managing, and resolving an incident in SysAid, see the Incident Management Overview.
Earlier, you imported all of your assets into SysAid. Now, it's time to start taking advantage of SysAid Asset Management.
You can sort your assets into groups to more easily view and report on specific assets. To create asset groups, go to Asset Managment --> Asset Groups. Complete instructions for creating groups and adding assets can be found here.
The Asset list is where you can view all of your assets, search for an individual asset, sort your assets, and more.
Go to Asset Management --> Asset List to view the Asset list. Complete instructions for using this list can be found here.
To view details for an individual asset, click on that asset. This opens the Asset form.
The Asset form shows all data relevant to an individual asset. Much of the data shown here is collected automatically by the SysAid Agent, by WMI scanning, by SNMP scanning, or by Mobile Device Management, depending upon the type of asset.
You can view several types of data from the asset form:
To see an overview of an asset's hardware, click on the Information tab. This is the default tab that opens when you view details for an asset.
To view complete harware information, click on the Hardware tab.
To view sofware installed on an asset, click on the Software tab. To manage software products for all assets on your network, see the section below, Managing software products.
SysAid records a complete SR history for each of your assets. Click on the Service Desk tab to view this history.
Note: In order to keep an accurate service history for your assets, you must attach all SRs to the assets they affect. This is done by selecting an asset as the Main Asset for an SR. This can be done by end users from the End User Portal (see Incident Management Overview), or by administrators from the admin side of SysAid.
A complete description of all information available to you on the Asset form can be found here.
All SysAid packages come with basic workstation monitoring capabilities. The Monitoring module extends this functionality to servers and network devices. Monitoring configurations are created from Monitoring --> Workstations/Servers/Network Devices. Please go here to learn how to monitor your assets.
SysAid allows you to perform a a remote control session to any computer that has the SysAid Agent installed. You can initiate a remote control session from several different places within SysAid:
For more information about performing remote control, please see our full Remote Control Guide.
After deploying the SysAid agent to all of your computers, SysAid collects all software information for these computers. You can easily use this data to manage software licenses.
To manage software licenses, go to Asset Management --> Software Products. Full instructions for managing software products can be found here.
List of software products
By this point, you've seen the basics of what SysAid has to offer, both in asset management and service desk. As you've surely noticed, SysAid has a tremendous depth of features. This section discusses options you have for customizing SysAid to meet your needs even more closely.
Note: Customization options are only available to administrators who have SysAid Administrator privileges.
Almost every single list page and form page in SysAid can be customized.
Customization of lists includes:
Customization of forms includes:
End users submit incidents and requests from the End User Portal using the Submit Incident and Submit Request forms. You can easily customize these forms to meet your particular needs.
To customize the Submit Incident form, go to Customize --> End User Submit Incident form. Full instructions can be found here.
To customize the Submit Request form, got to Customize --> End User Submit Request form. Full instructions can be found here.
In addition to customizing the Submit Incident and Submit Request forms, SysAid gives you additional customization options for the End User Portal.
Go to Preferences --> End User Portal. Here, you can determine all settings for the End User Portal, including which features are enabled when your end users access the End User Portal.
Go here for a complete description of End User Portal customization options.
Nearly every dropdown list in SysAid (e.g. Status, Location) can be customized. To customize lists, go to Customize --> Lists.
Full instructions for editing lists can be found here.
Customizing the Location list
Note: If you would like to rename custom lists (e.g. SR Custom List 1), you must edit the names in the translation file. Please see the section below on the SysAid translation file.
SysAid comes available in a variety different languages, right out-of-the-box (click here for a full list.) However, you may need to translate SysAid into a language that's not provided. Alternatively, you may want to edit the translation for a particular language, or you may want to change various captions in SysAid to adhere to your existing Service Desk terminology. You can do all of this using the SysAid translation file.
Go to Customize --> Translate to edit the translation file. Full instructions for editing the translation file can be found here.
Fun with the translation file -- SysAid login page
Thus far, we have seen the Service Desk and Asset Management modules of SysAid. This is only a small portion of what SysAid has to offer you.
The best way to continue learning SysAid is to explore. Click on all the menu items, open all the tabs-- look everywhere. If at any time you don't understand a feature, use the question mark icon located in the top right corner of the screen to access the Online Aid for that page. In this way, you will be able to learn everything that SysAid can do for you.
In order to get the most out of SysAid, you need to use it!
SysAid contains a number of additional modules that will help you to better manage your IT operations. Some of these are included with all versions of SysAid, and some are unlocked only if you have purchased them. Go to Preferences --> About to view all modules included in your license.
Each module has its own guide, which you can find on the documentation page of our website. Decide which modules are right for you, and start using them!
More information about additional modules:
The most important thing is to enjoy SysAid! SysAid is now the hub of your service desk and asset management operations, and much more. If you use SysAid to its full potential, your life as an IT administrator will be much easier.
If you have any questions along the way, we ask that you contact us so that we can provide you with the assistance you need. Have fun with SysAid!
SysAid welcomes your questions and suggestions. We can be reached via phone and e-mail:
Toll Free phone center (U.S): 800-686-7047
Tel (U.S): +1 617-231-0124
Fax (U.S): +1 617 507 2559
Tel (Israel): +972 3 533 3675
Fax (Israel): +972 3 761 7205
E-mail: service email@example.com
SysAid community: http://www.sysaid.com/Sysforums/forums/home.page
You can also view our full support page at http://www.sysaid.com/contact_support.htm.