The SysAid Newsletter - 5.0 is Almost Available

Dear SysAiders,

November is a big month, here in Ilient. The new SysAid 5.0. is already on its way. 300 IT professionals aka SysAid Pathfinders have been testing the beta version for more than a week already, enjoying the comfortable and intuitive new interface.

The countdown has begun! Within eight days - on November 12th,  the new version will be available to all SysAiders! SysAid 5.0. got excellent feedback from the Pathfinders. They loved it and I hope you will too.

Watch a PowerPoint presentation about the new features of SysAid 5.0.

I'm looking forward to hearing what you have to say about the new version.

Israel Lifshitz, CEO

Editing your session timeout in SysAid

A Tip from Sarah Lahav, Head of the Support Team

The default timeout interval in SysAid is ten minutes. This may be unsuitable to your specific needs: perhaps you leave your monitor to assist and  talk with your colleagues for longer periods of time, and you need your screen to be still up when you come back. Or maybe, the exact opposite is the case: you wish your session would expire more quickly. Configuring SysAid to timeout exactly when you want it to is  so simple.

All you have to do in order to change the timeout interval is to edit the serverConf.xml file:

1. Open the file:  ...SysAidServerrootWEB-INFconfserverConf.xml
2. Add the following text:
3. After the line: <webServerUser>false</webServerUser> start a new line.
4. Replace the XXXXXX characters with the timeout value you want, in seconds.
5. Restart the "Sys Aid Server" service.


ITIL Best Practice

Selecting the Most Suitable Service Desk Structure

When choosing a service desk structure for your organization, it is most recommendable to consider whether you need a local service desk, a central service desk or a virtual service desk.

If you are a small organization and you do not have many departments or branches, a local service desk may be suitable for your needs. Note, however, that you will need to take special care with standardizing your working procedures.

A central service desk is appropriate in case your organization has a central office, to which all the service requests can be directed. This may help you to reduce the operational costs.

Finally, the virtual service desk is most suitable for organizations with many departments and distant branches, or, in case you provide technical support to different companies in different locations. The virtual service desk is a cost effective way of providing IT services all over the world. However, there may not be a possibility to send a technician to end users in remote locations.

SysAid offers a simple solution for this disadvantage of the virtual service desk, by providing a remote control option. By utilizing the remote control, SysAid administrators can fix problems in distant computers without having to leave their offices.

Help Desk Joke

Two helpdesk pros carpool to work together. One morning, one shows up in a brand new Porsche.
"Where'd you get the car?"
"Well, yesterday I was walking to my car from the store, and a woman pulls
up in this Porsche, steps out, throws all her clothes to the ground and
says, 'Take all you want.'"
His buddy thinks for a second and replies, "Yeah, I guess her clothes
wouldn't have fit you anyway."