SysAid August 2010 Newsletter Header
Dear SysAiders,

August is the time for vacation for many people around the world, and I hope that this month gives you the opportunity to take a break from your busy work schedule and catch up on some much needed R&R.

Here at SysAid, this summer has given us the chance to think about how we can ensure that your experience with SysAid continues to be an excellent one. The results from the SysAid Satisfaction Survey are in, and we're happy to report that the majority of SysAiders are pleased with their SysAid experience! We appreciate both the praise and the suggestions for improvement. Bug fixes, fast response time, new release features - we'll strive to put your requests into action as soon as possible, and we thank you for your participation!

In line with our commitment to your satisfaction, I'm happy to announce that the minor release of SysAid 7.0.05 is now available. After the official release of SysAid 7.0, we were quick to develop functionality enhancements as well as resolve some bugs that weren't addressed in 7.0. In addition, we've continued to develop SysAid Helpdesk App, and a Beta version is now available for your BlackBerry or Android! To get started with SysAid on your mobile device, upgrade to SysAid 7.0.05 now!

On a lighter note, we're happy to present you with some stories about the craziest service requests SysAiders have ever received! Thank you for your enthusiastic responses - it seems like this subject really struck a chord with many of you! Even if you can't manage to take time off for vacation this August, it's still nice to remember that your time in the office can still be interesting, fun, and pretty entertaining. If you have any stories of your own, please feel free to share them with us!

I wish you a relaxing and enjoyable August!


Israel Lifshitz, CEO

In this issue:

Minor Release 7.0.05 Now Available!

Get SysAid Helpdesk App for your Blackberry and Android

Craziest Service Requests: Funny, Ridiculous, Strange, and True!

SysAid Satisfaction Survey Winners

Tutorial: Creating a Gantt Chart

Tip of the Month for Out of Office Administrators

Poll: What's the Best Vacation Destination for an IT Pro?

Joke of the Month: the IT Crowd Game


New Minor Release is Available
Upgrade Now to SysAid 7.0.05!

We're happy to announce that the minor release of SysAid 7.0.05 is now available! SysAid 7.0.05 introduces new functionality improvements that will enhance your experience with SysAid. In response to your helpful feedback, we've also resolved a number of bugs that weren't addressed in SysAid 7.0. Some highlights of SysAid 7.0.05 include:

* The SysAid Agent now better supports Windows Vista and Windows 7
* Now you can get mobile support for SysAid Helpdesk App! With SysAid 7.0.05, you'll be able to take SysAid anywhere with your iPhone, Blackberry, or Android. The iPhone app is officially available in the App store, and you can now download the Beta versions of SysAid Helpdesk App for your Blackberry or Android directly from the SysAid Community!

Read the SysAid 7.0.05 release notes to review all that's included in this minor release and upgrade now to SysAid 7.0.05!

SysAid Helpdesk App
Try the BlackBerry and Android Beta Version Now!

SysAid Helpdesk App is now available in a Beta version for your BlackBerry and Android! BlackBerry creator Researcher in Motion is still in the process of posting SysAid Helpdesk App in their App store, but the good news is you don't have to wait until it's officially available. In the SysAid Labs forum of the SysAid Community, you can download the Beta version of SysAid Helpdesk App for your BlackBerry or your Android now! The SysAid Labs forum is your place to "test IT out" - follow and try new SysAid developments before their official release and give us feedback about your experiences.

Android and BlackBerry

Keep posting your input about SysAid Helpdesk App. The responses so far have been quite positive, so download SysAid Helpdesk App now and enjoy SysAid on your Blackberry or Android!


Service Requests: Funny, Ridiculous, Strange - and True!
SysAiders Share Their Craziest Experiences

Part of being an IT pro means having patience for the common issues that inevitably reoccur: printers stop working, the internet goes down, computers are slow ... you've seen it before and you'll see it again. Every now and then, though, there are the technical issues that defy all convention and common sense. We asked some SysAiders to share some of their own funny or strange experiences. As the saying goes, end-users do the craziest things!

Crazy Service Request

Technology - Not for the Faint of Heart
I had several service calls to a lady whose system kept locking up. Over several months she had several other problems (keyboard quit working, bad system board). When we talked to her and several other office workers, we found out that several other pieces of equipment in the office were giving them problems - things like the copier, phones and fax machine. We talked to her further and found out she had a pace maker. We put a ground strap on her for a day, and she did not have any problems with the computer. The only problem with that was it interfered with her pacemaker and did not let it function as well as it should. I guess she just had to use pen and paper after that.

- Robert Philips, City of Garden City, KS

Could It Be Any Clearer?
I was asked to solve the following Adobe Reader issue:

Adobe Reader Alert

So I did that, and it was OK...

- Dev Lunsford, The Message Trust, UK

Magnets on Computer = Bad Idea

Bob Brookes   Bob Brooks
Greene County Combined Health District

Working at a computer store many years ago, I had sold a PC to an older man. He had purchased a custom-built PC from us and spared no expense. He came in about 2 days later stating that when he saves to the floppy drive, he noticed that at times the disk could not be read on other machines. We looked at the PC, tested the floppy, and it was fine. We showed the customer, he bought a pack of new disks, and left. Four days later, he brings in the PC again and states that the machine will not boot and he is still having floppy drive problems. We found out that the board was not posting and could not access files from the hard drive once placed in the bench PC. So we asked him if he had any large entertainment surround-sound speakers and he said yes, about 4 to 5 feet from his PC desk. We replaced the board, hard drive and floppy tested and sent him on his way.

4 to 5 days later, he called again and this time spoke with the owner of the company. He wanted that the owner and I to go to his house and look at the situation since he was upset about having to come into the store again. So we grabbed parts and headed out. Upon arriving to the home of the user (who was not very happy about us having to fix the PC again), he brought us to the PC, and there it was in all its glory!

The largest magnetic light that I have ever seen was attached to the side of the case. Dumfounded I looked my boss and he looked at me and then we both looked at the customer who said, "It's never been a problem before." After a long and heated discussion, the owner of the company explained how this voids the warranty and the problems that PCs have with magnets, especially very large magnets. The customer paid for repairs and life went on.

Issues that Really Bug End-Users!

Anthony Buoscio   Anthony Buoscio
Wireland Designs

A service request came in at my last company. The man called in and said his keyboard was not working properly. He worked in an RV service building. Since this person worked in an office environment, I thought that the keyboard needed to be cleaned or replaced. Quickly I grabbed the compressed-air can and a replacement keyboard and headed to his office.

When I arrived, he was already apologizing on having me come out to fix his keyboard. Upon inspection, I noticed that the letters and numbers were missing from the keyboard keys and some of the keys looked like they had been burned.

I asked him what happened and he told me that while working on the computer, there was a fly buzzing around him and bothering him. He tried swatting it away and tried hitting it but was unable to get it. Unable to get rid of the fly, he grabbed a can of compressed brake cleaner he had on his desk and began spraying the chemical towards the fly. While following the fly, he had sprayed the chemical directly across his keyboard. The brake cleaner had melted the top of the keyboard keys. I went ahead and replaced his keyboard.

We both had a great laugh over it. It is a moment that I will never forget.

Do You Have One that Can Top That?
Chances are you have a story or two of your own. Share your experiences in this crazy service request Community post - we can't wait to hear about the wild and wacky IT things you've encountered! For the really great stories, we'll be happy to send out some gifts to you - some premium SysAid notebooks could be yours!


SysAid Satisfaction Survey
Announcing our 3 Lucky Amazon Gift Card Winners!

The 2010 SysAid Satisfaction Survey had the greatest response rate of any survey we've ever issued - last month, over 1,500 SysAiders gave us their feedback and insights into the SysAid experience! We appreciate your participation and are happy to report that an overwhelming majority of those surveyed - a staggering 96%, in fact - are satisfied with their overall experience with SysAid! To ensure that SysAid continues to meet all of your IT needs, we've already started making plans to put your suggestions for improvement into action.

Thanks for all of your encouraging feedback!

"Thank you for making a mature help desk and asset management product. I especially like the deployment tool and Remote Control features that let me work from my desk."

"I realize that there is so much more to this program than what meets the eye. As our bank grows, so does my little department. SysAid helps me keep all requests organized and resolved in a timely fashion. Prior to SysAid, I'd simply get emails, verbal requests, and the like. If I'm way too busy, emails get buried and the verbal requests get forgotten. This product has been a lifesaver!"

Congratulations to the three SysAiders who took the survey and won $100 Amazon gift cards!
  • Jairo Moreno, NetPartners International
  • Travis Coleman, TEKS Work
  • Dave Dewire, Pennsylvania College of Technology

Survey 2010 Winners

If you didn't have a chance to take the annual survey, you don't have to wait until next year to give us your input. The SysAid Community is your place to learn about SysAid and connect with other IT pros as well as a direct communication channel straight to the entire SysAid team! We'd love to hear from you!


SysAid Flash Tutorials
Creating Gantt Charts for Your Tasks and Projects

SysAid's Tasks and Projects module is specially designed to help you accomplish your work as simply and efficiently as possible. Creating and scheduling projects and corresponding tasks is simple, and intuitive Gantt Charts help you visualize the progress of your work. This tutorial shows you how to create your own Gantt charts. With these charts, you can evaluate the status of each project by viewing the progress of each task within the project as well as view the progress of all open projects and tasks grouped per category.

Creating Gantt Screenshot

Please note: the Tasks and Projects module is an add-on module for SysAid Pro. For more information about Tasks and Projects, feel free to contact us. To learn how to get the most out of other SysAid functionalities, watch the other videos in our product tutorial series!


A Tip for Out of Office Administrators
From Sarah Lahav,
Head of SysAid Customer Service and Support

Sarah Lahav August is here and many of us are taking time off from work to go on vacation. The tip I shared last summer about SysAid's "Out of Office" functionality is as relevant as ever, so it's worth sharing the tip again.

Service requests go to different administrators according to the routing rules you specify, and if administrators are out of the office, you don't want service requests to be assigned to them and remain untouched for the time they are away. In this case, you don't have to redefine the routing rule settings every time someone takes time off; all you need to do is ask the administrators that will be unavailable to define themselves as "Out of Office."

Sarah's Tip August 2010 Screenshot

The "Out of Office" feature is incredibly easy to use.

Under Preferences, go to My Settings, and then select the "Out of Office" check box. You then choose the administrator to whom you want your service requests to be assigned during the time that you are away. This automatically changes the routing rule without having to reconfigure it yourself.

Once you return to the office after your great vacation, you simply need to uncheck the box and then you are back to business as normal. That's all it takes! Enjoy your holiday and relax - the "Out of Office" feature ensures that your service requests will be taken care of while you're gone.

Visit the SysAid Community to comment about this tip

Poll of the Month
What's the Best Vacation Destination for an IT Pro?

The word "vacation" means different thing to different people. For some, sitting next to the beach and sipping piña coladas for days on end sounds like paradise; for others, vacation means an opportunity to travel, see, and do as much as possible during the precious time you have. For IT pros, there's the added complication that work often doesn't stop just because you're out of the office. It's possible that it's hard to pry yourself away from your daily work and responsibilities, even if it's just for a few days. Imagining that you could go anywhere or do anything, what's the best vacation destination for an IT pro? Let us know about your own vacation plans and any cool destinations you'll be visiting!

Joke of the Month
The IT Crowd Game

August 2010 Joke Screenshot

Rate this joke or leave your comments