The SysAid Newsletter - SysAid 5.1 Beta

Dear SysAiders,

Greeting for 2008! We have many big plans for this coming year on our pipelines. Along with developments I can't reveal just yet, you will see many new features and improvements we are currently working on, which will further simplify your work.

SysAid 5.1 will be launched late January. This is truly THE tweaking version, with over 200 modifications, tricks and tweaks. New features that many of you have asked for are included. Read more about the improved knowledgebase, enhanced search capabilities and new protocols for the E-mail Integration feature.

In 2007, SysAid became the IT software of choice of thousands of new organizations worldwide. Currently, we are experiencing an unusual workload, directly caused by the great popularity of SysAid 5.0. We may have not lived up to our usual standard of service. We are doing everything to improve our response time. Recently, Sarah, the Head of Ilient Support Team, has hired new support team members who are being trained to provide you with technical know-how. I believe our response times should be back to normal in few weeks.

For us 2008 has already begun on a positive note – I wish you the same!

Israel Lifshitz

Upcoming SysAid Version 5.1

Our hard working R&D team has tweaked SysAid, and the release of 5.1 version is due later on this month. As always, you will find many more improvements in this new upcoming version. This version we took some of our existing features to the next levels to ensure enhanced performance.

Among the new features we have upgraded the knowledgebase. From now on, the most recurring service requests can be saved in your knowledgebase and automatically turned into an FAQ, which you could easily edit in your current FAQ list.

In addition, there is a new and improved Search: most of the list pages in the new version include a search option. You can then keep using your filtered and/or sorted list to include also search capabilities.

Another hot new feature is what many of you requested - support for additional protocols in email integration. In addition to the already existing POP3, now you can also use IMAP or enjoy better security with IMAP Secure and POP3S.

To keep our tradition, the SysAid Pathfinders will have the opportunity to use the new beta version before the official release. If you haven't yet become a SysAid Pathfinder, register here.

Edit your SysAid Notifications with HTML

A tip from Sarah Lahav, Head of Customer Support

Edit your SysAid Notifications with HTML
A tip from Sarah Lahav, Head of Customer Support

Here's something you should know: The E-mail notification sent by your SysAid doesn't have to be written in plain text!
You may in fact, use any HTML tag to create a notification which is pleasant, easy to read, and may even include images such as your company logo, or any other image that can be useful for you.
Basically, you can enable HTML emails on the entire system.
To set this up:

1. Please go to Preferences > Integration > Email tab
2.  Fill in the Encoding filed with the relevant information- this varies according to the encoding you use in SysAid. If the encoding you use is Unicode, please replace it with: UTF-8.
3. Fill in the Content Type field with the line: text/HTML; charset=utf-8
4.  After setting the HTML email type, you can use any email tags in your email notifications: <a>, <img>, <b> etc.

ITIL Best Practice

Before you offer a new service to your customers
Thinking a few steps ahead is always a must for professional IT service providers.
Often a new service or a new product is launched, and the ability to provide the appropriate support for it is crucial to the success of this new addition. Therefore, it is recommended to implement the following elements before you introduce a new service or a new product to your customers:

1. Test your new service or product to verify you minimize bugs, errors or malfunctions.
2. Carefully plan a release schedule, make it known to your employees and to your customers. Do your best to  follow your release schedule as closely as possible.
3. Update your list of services everywhere: in your website, in your printouts, in the emails sent to your customers, in your user manual, in your SLA agreements and so forth.
4. Take care to clarify the benefits of the new service or product to your customers.

5. Update your service procedures and make sure all your help desk staff is aware of the new service and can also clearly explain its benefits to the customers.
6. Train your help desk staff appropriately, so they will all be able to offer the new service or provide support to your new product without any drawbacks or hesitations.
7. Make a training documentation for the new service/product, and add this to your general staff training files. 
8. Update your expert-customers (super-users), if you have any, about the new service/product and its various benefits

Programmer Joke

A man was crossing a road one day when a frog called out to him and said, "If you kiss me, I'll turn into a beautiful princess." He bent over, picked up the frog, and put it in his pocket.

The frog spoke up again and said, "If you kiss me and turn me back into a beautiful princess, I will tell everyone how smart and brave you are and how you are my hero." The man took the frog out of his pocket, smiled at it, and returned it to his pocket.

The frog spoke up again and said, "If you kiss me and turn me back into a beautiful princess, I will be your loving companion for an entire week." The man took the frog out of his pocket, smiled at it, and returned it to his pocket.

The frog then cried out, "If you kiss me and turn me back into a princess, I'll stay with you for a year and do ANYTHING you want." Again the man took the frog out, smiled at it, and put it back into his pocket.

Finally, the frog asked, "What is the matter? I've told you I'm a beautiful princess, that I'll stay with you for a year and do anything you want. Why won't you kiss me?"

The man said, "Look, I'm a computer programmer. I don't have time for a girlfriend, but a talking frog is cool."