Dear SysAiders,

How many times have you heard about out of the box  thinking? But did you know that the term derives from a famous puzzle created by early 20th century British mathematician Henry Ernest Dudeney? He created a game  in which someone is asked to interconnect nine dots in a three-by-three grid by using four straight lines drawn without the pencil leaving the paper. The only way to solve this puzzle is to extend the lines beyond the artificial boundary created by the nine dots.

Back to our day and age - in this September issue we feature a case study about a company which made a true out of the box usage of SysAid – far beyond IT Management. This is a story about revolutionary thinking which changes the way employees communicate not only with IT, but also with most other departments. Creativity and vision walk hand in hand in Marvel Israel's case study.

We also have a new poll for you in the SysAid Community. This time we would like to find out about your experience using SysAid for other usages besides IT. And if your usage of SysAid makes an interesting case study - let us know and we might publish it on the following issues.

More exciting news is the new SysAid website in Russian language. We also have expanded our support team, and now you can get support from SysAid experts in Russian!

Israel Lifshitz,

Communication Revolutionized

How 1200 employees stopped using the phone and started using their SysAid End User Portal for submitting support requests.

Marvell Israel implemented SysAid as their IT Management Software. Shortly after, SysAid was widely adopted and expanded to cross-organization usage, creating a single platform for submitting, tracking and analyzing incidents within the organization. This move has eliminated the need for a call center and resulted in maximum organizational efficiency. Maoz Mussel, the Information Applications Group Manager in IT shares insights and unveil their success story.

Read more about how Marvell- Israel successfully got rid of its call center

Zdravstvui, Rossia! SysAid launches a website in Russian

You, Russian SysAiders, will be glad to know that we have localized our services especially for you. We now have a new SysAid website in Russian, as well as Russian speaking SysAid support team members who can assist you in your own native language!

Fell free to send us your feedback.

Visit our new website in Russian

Sign up for SysAid Support

Tips for using SysAid for multiple departments

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

Here are some useful tips for you, SysAiders who use SysAid for multiple departments in your organization:

  • Define different administrators for different admin group based on the different departments.
  • Use a first level category to define the different department/services supported in SysAid. For example: IT, Accounting, HR etc.
  • Use routing rules to forward the different tickets to the designated people.
  • If you would like administrators to be able to view only the ticket of their own departments, you will need to set administrator permissions under:

Preferences -> User Management -> administrator tab -> open administrator account -> permission tab

Modify/view Service Requests that are assigned to the user and the group.

Our Customer Service and Support team will be happy to help you in configuring SysAid for multiple department uses, so you could maximize SysAid benefits for your company!

Visit SysAid community to comment about this tip

Hottest Posts from the SysAid Community

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

SysAid success beyond the IT department

This thread started with Super SysAider CilGil's comment:

"I just wanted to share that SysAid is such a success in our company that we are now using it with other departments.

Now not only is IT using it to track SR and projects but so is our Building Maintenance group and our Manufacturing Area is using it to track SR for the machines.
They are also exploring the option of using the Knowledge base to manage all their process documentation.

We were looking into Sharepoint to handle their needs but now that I showed them SysAid they claim that they do not need Sharepoint and it does everything that they wanted Sharepoint to do.

Thanks This is a great product."

SysAid Community Poll of the Month

Do you use SysAid in various departments in your organization, or just in the IT department?

Take a vote and see what others have answered in our Poll of the Month!

Here are the results of last month's poll: Do you work on your vacation?
It seems that the answer for the vast majority (an unbelievable 89%)of SysAiders is Yes! So, Most of you SysAiders are devoted to your job, and work even on vacations...


Ever wondered what it would be like to work in the Star Wars helpdesk?

Take a look at this clip.