The SysAid Newsletter - The Monitoring Module- Beta Version

Practical tips, stories and advice for SysAid users

Dear SysAid Users,

am glad to present you our April issue of the SysAid Newsletter. This April is going to be very exciting for all of us, since a crucial enhancement to your IT management software is already on its way.

Our software engineers have been working on a tool many of you asked for- the SysAid Monitoring Module. This new module and many other new features and bug fixings are all included in the new SysAid 4.5.0 beta version, which is due already by the end of this month. This means that very soon you will be able to run your IT network with greater efficiency than ever before!

Enjoy the spring season,

Israel Lifshitz, Ilient's CEO.

SysAid News

SysAid New Monitoring Module, toll free phone center, daylight saving, SysAid on the Internet

  • A beta version of SysAid, 4.5 will be available by the end of this month. The new version includes many new features and bug fixings, according to your requests. However, the most exciting and crucial new feature that will raise your IT practice to an entirely new level is the new SysAid Monitoring Module. If you wish to join the beta version, click here!
  • We have a new, toll free phone center, for the benefit of our U.S.A. clients. Simply dial 800-686-7047 from anywhere in the U.S to reach Ilient.
  • Also updated recently is a Java version for new daylight saving time in the USA
  • Shane Shields explains in his ITtoolbox Blog how to install SysAid in (K)Ubuntu linux

How does remote-control communication in SysAid work?

Sarah Tip Picture

A Tip from Sarah Lahav, the Head of Ilient Support Team

I am often asked about the SysAid remote control feature, so here is an inside view on how our remote control function operates.

It is important to realize that the communication between the computers during remote control is absolutely safe since it is based on a callback technique.

The administrator cannot initiate the remote control communication, but actually places a message in the SysAid server. The message includes the information which appears in the remote control page in the SysAid administrator interface, that is, the IP address and port number of the requested client.

As a rule, the SysAid client collects in a pre-determent interval the messages assigned to it on the server. Therefore, remote control is only possible when a client collects a message to call back, and initiates the communication with the administrator's computer.

SysAid also allows the remote control communication process to be encrypted, for extra security.

Note that SysAid is not a spying device. On the remote controlled computer screen an eye icon changes its color to indicate that the computer is being remote controlled.

How to sort SysAid lists by Fields?

A little thing that can make your life much easier and save you a lot of time is the option to sort lists in SysAid according to the titles of the different columns in all of your SysAid lists.

This is valid for both the default fields, and your own customized fields that you have added to your SysAid lists yourselves. Simply click the title of the column you have selected, and the entire list will immediately be sorted according to that category.

For fields with text values (strings) the sorting will usually be according to alphabetical order, from A to Z. If you click the title of the field again, the sorting will turn upside-down from Z to A.  An exception to this rule is in the field "Location", which is sorted according to its numerical values.

For fields with numerical values (integers) the list will be sorted from the highest to the lowest number, and clicking the title of the filed again will sort the list from the lowest to the highest.

For example: Let us assume that in your Projects List in the Tasks and Projects module, you have added a customized field to the lists of projects, called "Costs", where administrators input the costs of the different projects they handle.

If you wish to check which of your projects was the most expensive, simply click the title of the column "Costs" in your Projects List. The most expensive project will be the first entry in your list now. To see the least expensive project, just click the filed title again, and now you will see this project as the first entry.

ITIL Best Practice

Service Desk Empowerment: Second Line Support

It is most recommended that your service desk will be enhanced with a few levels of IT professionals. The first-line support team will be the first to take care of all the service requests that arrive at the service desk. However, some requests may require a higher level of expertise, and therefore should be transferred to the second-level support group. It is significant to keep the IT teams, both the first and the second level, informed about the agreed on service level (SLA) they are required to support for each individual customer.

Such division of the work will ensure that while the first level team is busy in attending the usual requests, the experts' team will be able to concentrate, uninterrupted, on the requests which demand their special knowledge.  Even if there are only two IT staff members in your organization, it will still prove more efficient to nominate one of them as first level support, so the other could take care of the more complex requests uninterrupted.

You can employ SysAid to differentiate between different service lines. In SysAid there is an option to create different administrators groups and direct service requests automatically to these groups.

April Fool's Day Help Desk Joke

April Fool's Day Help Desk Joke

Helpdesk: Are you sure you used the right password?

Customer: Yes I'm sure. I saw my colleague do it!

Helpdesk: Can you tell me what the password was?

Customer: Five stars.