The SysAid Newsletter - Tips and Posts form the SysAid Community

Dear SysAiders,

Summer's here (in the northern hemisphere, although down under it is actually a very cold winter).
This traditionally means (apart from heat waves) that it's vacation time. But with the U.S. economy sagging and the price of gas soaring, this summer introduces another alternative for those who don't want to give up the annual R&R - the staycation.

The staycation (or stay-at-home vacation) origin is often attributed to a popular Canadian T.V series. In 2006, a New York magazine further promoted this concept, encouraging New Yorkers to stay in the city and explore the big apple instead of leaving town.
No packing, no jetlag, no need to book hotels in advance.

An article about Staycations I recently read in provides some hands-on strategies for those who choose to relax in the comfort of their own home. The first is to turn off the phone. Not an easy task, but a doable one. The second is to turn off the computers. Now, how many techies can commit to that?

An AP/Ipsos poll released last summer showed that one in five people bring laptops on vacation and stay in touch with work. 80 percent bring along their cell phones, and one in five does some work while vacationing. About the same ratio check office messages or call in to see how things are going back in the office. This, they said, helps them stay on top of things and not miss out on the action. I'm sure that this will come as no shock to you that the numbers rise (so I read somewhere else) when it comes to IT pros.

You can find out about the vacation plans other SysAiders have for this summer. Check out this month's poll in our SysAid community.

I'd like to take this opportunity to remind you of the September SysAid Certification class. Following the success of the SysAid Certification Program that ended two weeks ago, the next course will start September 4, 2004. Read more here. In any case, whatever you do this summer, go on vacation or opt for the trendy staycation, have a great summer.


Israel Lifshitz

How to customize HTML files in SysAid

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

With a SysAid release which is more recent than version 5.0, if you want to customize the look of SysAid, please DO NOT copy your entire html folder to a different location, as this will result in you missing out new modules and features added to SysAid latest versions!

You can simply save new html files you have edited directly inside the html folder.
Go to C:Program FilesSysAidServerrootWEB-INFconfhtml
Edit the html files you wish to customize, to create the desired html adjustments.
It is recommended to keep a copy of the original version.

Visit our community to comment about this tip

Hottest Posts from the SysAid Community

Here is one of the most recent interesting threads in our community:

In this thread you can learn how to send a different E-mail in the case when a Service Request is closed (rather than just changed).

This useful thread teaches you how to add HTML tags to your SysAid automatic notifications

Here is a very good collection of useful links collected by Techguy. Thanks, Techguy!

SysAid Community Poll of the Month

Find out whether SysAiders intend to work on their summer vacation, and share your own summer plans, in the August SysAid Community Poll.

Oded Moshe, SysAid Product Manager, discusses the results of the last month's Poll: How do you dispatch your service requests:

49% - Automatically - Using routing and escalation rules
51% - Manually

I would like to share with you the interesting results in our last month's poll " How do you dispatch your service requests?"
So far 74 of you have voted.
It is fair to say that the results are just about tied!

For those of you who work in small teams of up to three employees (and who share the same expertise) SysAid automatic dispatching capability does not seem to hold a significant added value.

However, those of you who work in teams with separately defined rolls and expertise, found the SysAid automatic routing feature very efficient. This feature takes care of routing the issues directly to the person who is in charge of that specific topic, based on the categories you have defined.

For example, in the case you have a main application in your organization (Legacy or ERP) and you have a special team, or even a whole department, that deals with this main application. In such cases, it makes sense to automatically route related service requests to that special team.

Building and adjusting your categories according to the needs of your organization will make your life easier. It is recommended to list most of the services you provide in meaningful categories and sub-categories. After defining the categories well, automatic routing will be something you will not  be able to live without – even if you have just a small team.

I would like to thank you all for participating in this poll and invite you to participate in our future polls!

Oded Moshe,
SysAid Product Manager.


Murphy's Laws Of Computing

1. When computing, whatever happens, behave as though you meant it to happen.

2. When you get to the point where you really understand your computer, it's probably obsolete.

3. The first place to look for information is in the section of the manual where you least expect to find it.

4. When the going gets tough, upgrade.

5. For every action, there is an equal and opposite malfunction.

6. To err is human . . . to blame your computer for your mistakes is even more human, it is downright natural.

7. He who laughs last probably made a back-up.

8. If at first you do not succeed, blame your computer.

9. A complex system that does not work is invariably found to have evolved from a simpler system that worked perfectly.

10. The number one cause of computer problems is computer solutions.