The SysAid Newsletter - Tasks and Projects

Dear SysAiders,

Some of you who already benefit from SysAid helpdesk capability may not be completely familiar with the other IT Management uses. Starting this month, we will highlight some of the more advanced modules. In this March issue, we will put Tasks and Projects module under the spotlight. 

Keep hearing about CMDB? We're here to shed some light about this frequently heard buzz. In the coming three newsletters we'll feature CMDB, its uses and how SysAid will address it in the next release.

As we wish to make the SysAid newsletter informative and relevant to you, I welcome you to suggest more topics you would like us to address. Enjoy the read!

Israel Lifshitz, CEO

Improve your IT management with SysAid Tasks and Projects module

Every IT professional knows this situation only too well: Your assignment list is getting longer while time is running out. The daily work load doesn't allow you to manage your important projects, and still - you must deliver.

As a SysAider, you manage your helpdesk smoothly and effectively. Why not do the same with the rest of your ongoing assignments?

Tasks and Projects module allows you to easily create, list and handle your activities, tracking the progress and use of resources.  You can easily view all your team's assignments, record activities and store relevant documentation.

Save yet another learning curve! With SysAid you already have all the infrastructure built-in, so you don't need long implementation of new software. You also enjoy the bonus of the much-needed integration between your helpdesk and your tasks and projects.

Backing up Inside SysAid

A Tip from Sarah Lahav, the Head of SysAid Customer Support Team

Because we have realized the importance of the backup we inserted it into SysAid itself. Now it is no longer done outside SysAid. To backup please follow the instruction below:

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 > Integration > 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 or Firebird.

ITIL Best Practice Tip

What is CMDB and how is it relevant to you?

CMDB is a term heard often recently in the IT community but how many of you really know what it means?
The CMDB (Configuration Management Database) is a database that helps you to keep track of significant elements  in your IT network: it keeps all the information about your network assets, keeps records of all your service management processes, and alerts when there are problems or exceptions.

The CMDB is in fact the foundation for Incident Management, Problem Management, Change Management and Release Management.

The CMDB identifies, records and reports all your network hardware and software, including their versions, expiration date, license files etc. It also continually checks and alerts when something is wrong.

So, what is the difference between CMDB and Asset Management?

The difference between CMDB and simple asset management is that the CMDB also refers to relations between assets, and relations between assets and their users.

The CMDB keeps the history of the asset and the relationships between assets and owners.  For instance, if a specific workstation in your network is used by Jane, your system will know that although she sent an urgent service request, she is currently on a week’s vacation- her workstation is off, and therefore her service request will not be marked as urgent. So,  you’d better help Steve first.

The CMDB has more benefits. It allows you to create a configuration baseline. The configuration baseline is, in fact,  a snapshot of the situation in your network, taken in a specific point in time. This snapshot can then be used as a fixed picture of the original state of your network, so you will be able to track the changes in relation to this baseline.
This is extremely useful when you want to make effective decisions about your future budget. The CMDB baseline allows you to evaluate need to evaluate amount of growth in your general IT activity.


Jonathan Purvis sent us this one. Thanks for making us smile, Jonathan!

Tech Support: I need you to right-click on the Desktop. 
Customer: Ok.
Tech Support: Did you get a pop-up menu? 
Customer: No.
Tech Support: Ok. Right click again. Do you see a pop-up menu?   
Customer: No.
Tech Support: Ok, sir. Can you tell me what you have done up until this point?
Customer: Sure, you told me to write 'click' and I wrote 'click'.