SysAid 2016 Review & What’s Coming in 2017

SysAid had many cool updates in 2016 and we’re not entirely sure everyone knows about them all so we invite you to watch this video and check out our 2016 recap, along with what’s in store for 2017.

 

We’ll cover:

  • Slack, Trello, Nagios (and more) third-party integrations
  • New advanced reporting tool
  • BI module powered by Qlik®
  • Visual workflows
  • New help desk iOS mobile app for iPhone and iPad
  • REST API
  • Mac agent
Oded Moshe

 

 

 

Video Transcription

Welcome, everyone, to this webinar. I'm Oded Moshe, VP Products here at SysAid, and today I'm going to take you through some of the highlights we've recently added to the SysAid product and some of our future roadmap plans. We're going to go through a lot of recent highlights that have been all released during 2016, starting from the new reporting, the BI analytics, the visual workflows, mobile apps, integrations, and so on. Let me go through these one by one.

So we have the new reporting tool. A lot of effort has been put into the reporting tool in SysAid. We created a brand-new reporting experience, a codeless experience where you can create as many reports as you want without needing to know the code. It's all drag-and-drop. It's all within a new interface, and we'll see it in a second.

We teamed up with Qlik® and we offer you a leading BI solution, a built-in BI solution within your SysAid as an add-on. You can enjoy navigating and exploring your data with a very high-end BI tool. You'll see that in a second.

We have the visual workflows to give you some more insights on all those processes you have set up and see where they stand.

We'll go through the Nagios with additional third-party integrations, we'll look at the mobile apps, and we'll also see some things that have been previously released.

SysAid's recent highlights

 

 

New Reporting Tool

SysAid's new reporting

The new reporting. The new reporting introduced in Winter '16 introduces a whole new experience regarding the access to reports, regarding to creation and running of reports. So in this demonstration, you'll see the new reports. You can see the new interface right here. The new interface has been rewritten completely with all the features and existing new features. For example, you can see here how I can decide how to email this report to various users. You can see while I type it, it fills out the users as I type. With the new experience, you can select, you can give the email body, and then you can send the email. This is not a new feature, but it's a new experience running the feature.

Then, what's new about it is you can run it from the list itself. You can do additional stuff like add a schedule. You could schedule it before, a new interface for scheduling here. Same exact interface. You can give the email subject and body, and you can schedule it. Some more little things we added here are actually the views of the old reports. So you have a collapsing category, where you can see all the reports inside. You can rearrange them, move them between the different categories. You can switch between List view and Icon view. List view has more information, information like when it was last run, by whom, and when the next run if it's scheduled. See all this information right here on the screen here.

In addition, you can perform actions here as well from the lists. Short steps as "Add to My Reports". My Reports is like favorites, so you can quickly access them from the My Reports tab. Search as You Type, also a new feature. You can search for the reports. Simply search by start typing text, and it will narrow down the list based on the results.

Recent Reports, so these are all the recent reports that you've run. You can see when it was last run, you can see how long it ran, and you can also download the file again without running it. That's a new feature as well. So if you want to access a report that you've recently run, you can simply click the link and download it again without running the report again.

So that's a summary of the main new features and the highlights of the new reports. Let's go inside one of these reports and see what we did inside. We did a lot there. Creating a new report from the list, we can create a new report. The first thing we need to do is select what's the entity. There's plenty of entities, service and request, service records assets. In this case, we'll do it on service record. We'll give it a name, "Report for the Demo Today", and here you can see all the different various entities you can select, and create the new report. Now, we've got a new report. It's added to the list. You can see it right here in the middle, "Report for Demo Today". We'll click that, and we get a new report, a template for report. The basic template is List. You can see we've got the basic default fields and we've got the criteria and the basic filters here. You can see that selecting dates is a whole new experience.

You've got the customized dates, relative dates. You can select them directly from there, and the list updates automatically. You can go ahead and change this selection. You can see it refreshes and gives you the information based on the selection of dates. You can select dates based on a custom date. If there's more than a certain amount of records in the result set, then it'll narrow it down and say that you can't see all the information. It's just a preview. You run the report to see the whole population of reports. So that was regarding the dates.

You can see here that you can edit this report, and you can edit the filters. I'll show you an example of creating a filter. This is an example of creating an advanced filter with advanced criteria. Let's just select the category. So let's say "Category". Let's select all categories, or let's select Contains. This is an advanced filter. Category, Contains, Agent, and let's add another filter here and say... Let's just look for a field here. Let's take to the Assigned Counter, which is a numeric field. Let's say it's greater than one. Okay. So we've got two conditions now. You can see here on the left, one and two. When these conditions take place, the report results appear and you can see it's narrowed down. I can go here and change this look. I write one or two. Simply by doing that, the condition changes and the population changes against the report. It's for advanced users, but it's a very powerful tool. I'll give you an example of a more advanced condition. If I take a third filter, and from the Admin group I'll take the group name or the support level of that group. Let's take that. I'll get a number. It's dynamic. It chooses the conditions based on the value, the group support level between two and three, and look what I do now here. One or two, and three. So now, once this condition is met, which you can see it's not met at all because it didn't find any data, the report will resolve in this information. Let's just fix that back so we can get some more information and continue with the demo. You can lock a field, by the way. What I just did now is lock a field. By locking a field, you create a condition which the users that run the report cannot override. Let me just simply show you how once I put the lock number one,I can't relate to it in the condition. So I need to remove it from the condition simply by going to number two here, and that's the only way I can run the report. You can see it's greyed out. Number one is greyed out because it was locked, and now the users can only add reports to that. Let's remove that so that won't bother us during the rest of the demo. Okay. Moving on. The small pencil on the right, let me just remove these both filters so we get all the information and we can play around. Here we go. Removing those, unlocking and removing the filters, remove the filters, and we've got a lot more information now. Pressing the pencil gives us an Edit mode. These are all the available fields in this entity, which is Service Record. You can simply take a field and drag it into the report. You can rearrange the order of the fields simply by that you can remove a column.

You can go ahead and group by any column you want. You can see it interacts it immediately. You can go ahead and do a second-level grouping. Everything is within drag-and-drop within within the interface. You can remove those groups as well, and you can go ahead and perform additional actions like dragging the fields from place to place, positioning them in the way that you want, again, codeless.

All this is done within the UI. You can see here, you can search for fields. I'll just show an example. Right now, I'm looking for a phone number. Now, it'll show me all the phone numbers within the Service Record entity, including all the sub-entities. So what I'm taking now is the phone number of the connected asset. From that asset I'm taking the phone number of the owner of the asset. So that's like three levels down or four levels down. So I can simply take that phone and drag it, and stick it in the reports. When I go and hover over, you can see Computer, Username, Cellphone. So it's actually three levels. This one is Computer's Name, Company Phone. So this is a simple drag-and-drop, which incorporates four joins behind the scenes. So it's a very powerful tool. Okay. Let's clear that selection and move a bit on. Once we go inside the pencil again, the Edit again, you'll see there's various layouts we can control.

So this was a list report we showed you by now. What I'm going to show you now is you can simply move to a pie chart report, and decide what you want this pie to be grouped by. In this case, we took the pie chart and we grouped it by status. We can decide to show all the information or maybe just show the top five, and maybe just show the top five and show all the rest in a separate slice. So all these options are very powerful, and you can include the chart data. It's as simple as that.

The interface guides you through all the various options. As you see, it refreshes as we play around with it and you can run the actual report. You'll get the header page. We'll go through that in a second. You'll get the report itself, including whatever you decided. In this case, the data under the chart. Moving back to additional options, we can go to Bar Chart. So if we go to Bar Chart , just before the bar chart let me show you how... Here. There we go, Bar Chart. So we'll check the bar chart. We'll take it by priority. So here we've got a bar chart by priority. We can decide to stack it with additional fields. So we've got bar chart by priority stacked by status. So we have the various priorities and statuses in one chart with two dimensions. We can decide to make it horizontal or vertical, as you see here. All the information is here as we change all these settings. They're dynamic. Just like before, we can decide on the thresholds to include all data. We can simply change the groups by owner, decide how much information to include in our report, and run the report as well. You can see different colors with the legend. It all appears here.

Moving on to additional types of reports. This is a line chart report. It gives us trends over time. What we're looking now is let's see the various tickets that are opened over time. You can see here, you can decide on the trend period, per day, per hour, per month, per year, per week, as you see here based on the criteria and the filter you've selected. It updates and refreshes as we're playing around with it. You can easily do it by category. These are the various categories over time. You can see how your tickets are distributed per your IT admins over time and priority, and so on. It's simple as that. Moving on to the last layout.

This is a pivot table layout. So this is very simple. You just select your row and column, and then you create your pivot table. In this case, we'll just take status and priority. We get a simple summary of these numbers based on the criteria of the report. You can easily select additional information. If there's a lot of information, it splits it down to rows. So you can see it's a very smart user interface, which allows you to create these reports no matter how much information you have behind the scenes. Great. So that was the reports.

 

 

BI Module Powered by Qlik®

SysAid BI Analytics

Let's move on to the next feature. Okay. Next up is our BI analytics that we powered by Qlik®. We joined forces with Qlik® to offer you a leading BI solution embedded inside your SysAid. No need for setting it up. No need for managing the data. No need for a project. It's just available for you to consume as a BI, and you can see this wonderful tool in action right now. We'll go through this together. So from the menu, once you have a license, you run the BI analytics under Analytics. You'll see that it loads up based on your service record information and additional information in SysAid.

The first page, it's loaded with sheets with the KPIs that exist here out of the box. You can see everything is clickable here. It's a very intuitive user interface. You can simply select stuff within the charts with your mouse, whether on your iPad, iPhone, or on your desktop. It's very easy to select stuff. It narrows down the selection. It shows you your selections in a nice way. You can simply remove the selections by removing it from the top bar. You can zoom in, zoom out. There's a large variety of ways to see your data come to life within these interfaces. What I'm doing now is simply taking a lasso and, within the chart itself, marking these areas and now I've filtered these areas. What you just saw now, that I took like seven or eight different admins here from the chart simply by taking a lasso and selecting them. Of course, I can go ahead and select it manually from this list as well. Let's remove that selection and show you some more. You can select from within the chart itself.

Now, I'm focusing on a specific admin group. You can see here, the admin group that was selected. Each selection I take goes through all the sheets that I'm going to show you. It can show you a large amount of tickets and information within this interface. You can see tickets over time here, on a 30-day period, on a 90-day period, and a 180-day period. From within this chart, you can do smart selections simply by dragging the legend. On the legend, here's the dates again that were selected. Or you can select it from the drop-down on the list, on the left-hand side. This is by selecting the ears. Again, all your selections are on top.You can select them and remove them as you wish, and you can go through the various sheets that we created all out of the box.

Here, you have the option to select what you want to look for after time. That means you want to see here the dimension of category over time or the dimension of priority over time. Simply by selecting that, you see these charts adapt accordingly and you can even select from the legend itself. I'm looking at urgent cases now only. You can select from the top, from the bottom, from the right, from the left, from wherever you decide, from wherever it's convenient for you. What's nice about this is that it gives you a wide range of KPIs. For example, these are SLA breaches. Red is something that was breached. Green was something that was on time. Grey was something without an SLA. You can again go to those red ones simply by selecting Red, and now you're focused only on the breaches. So these are all the tickets that you have breached. You can see them by the category. If you select the category, it drills down and shows you the subcategories. So it's an endless investigation and browsing within your data in a simple, intuitive way. I'm sure you all enjoy your data coming to life within this tool.

There's more options here I'm going to show you. Let me just move these selections, and go to the next sheet. The next sheet shows you actually an overview of aging of your tickets. Here, you can see the tickets that were closed within a period of 24 hours, within 1 day, 2 days, and so on. You can see that I can simply drag and drop these titles on the tables here, and fix it based on what I'm looking for. It's very intuitive, again, and almost everything on the screen here is clickable. You can see that. It drills down all the way to additional fields here. I'm just going to quickly go through some of them. Here are all the other values that are maybe relevant for you. It knows how to handle a large amount of data, no problem. Then, in the display, you can see here I can even select it to present it in a... If I want a doughnut, it's as simple as that. You can customize this based on your best practices or how you like to visualize the data, colors, one color, many colors, and so on.

Okay. Let's move on to the even neater stuff we have here. So once you have all this information, you can even go all the way down. Let me go to the last sheet here. Ah, this is a nice view. This is a tree map view of your categories. So you get a lot of information you want to see in a very visual way. This shows you which categories, the size of the category. It shows you the number of tickets within that category. So it pops up quick to the eye to see where your issues are coming from. These are two-way verticals here. You have the priority versus the categories. These are all various custom titles and fields you add, and this sheet, the last sheet, allows you to drill them all the way down to the details themselves. So let's say you're investigating and you find out that you have a few tickets breached and so on. You go to this field here, and you see that at the bottom it's taking a few seconds because it's loading the actual data. You'll see it's trying to load 26,000 records actually here. It's going to load the first 500 probably, and then it'll allow us to scroll. Normally, it would do this with a smaller amount, but it doesn't really matter. It knows how to cope with it. These are the 26,000 tickets here that are based on this criteria, and we can do stuff like export this data. We can take it to our managers, take it to the different teams and simply compare versus years. You can see it's fully updated, and it reflects your actual tickets in your SysAid. Let me show you some additional stuff here. These are the sheets that come out of the box. You can of course create stuff of your own. The first thing you can do is create bookmarks. So let's say you're investigating a certain criteria and you worked on that criteria. You can bookmark it and it'll save it as a bookmark. You can simply go back to it by clicking Bookmark.

Another neat thing is Stories. You can create stories of your own. Going through the different various sheets, you could take snapshots. What I'm doing now is taking various snapshots of different elements from different sheets based on different criteria, okay. Once I got all these snapshots I need for my story from all the different sheets, I can go ahead and create my story. Creating a story is like putting together a PowerPoint presentation, but it's much more powerful than a PowerPoint presentation. What it gives you is a live story, where you can actually go and dig into the data. Let me show you all that together, and here's our story. Let's create a new story and go inside.

Now, I'll take our snapshots that we gathered. Here they are. Simply drag them here like a PowerPoint. I can decide on the color, on the size, on where I want to place it inside the presentation. I can add my own titles and text of my own. Let me just add one more here. So I can reorganize the information based on what I want to tell or what I want to summarize. This is an example of a title that I'll just add here for the story.

Like I said before, you can export this to a PDF and to PowerPoint. But if you leave it in this format, you can see the value you get from it. Once you play this, you get the actual presentation. When you right-click any element, you can go to the source. Right now, it jumps into the data, focuses on the snapshot you took with the filters, and you can go ahead and ask additional questions, and get the answers during the presentation without going and have to redo your presentation again. So you check, for example, how you did this year versus last year, and a simple click back to the presentation and you continue. So that gives you a very powerful tool within the BI analytics offering we have. You can of course add additional sheets here and run this on a monthly base, daily base, weekly base. Up to you guys. That was the BI analytics. Okay.

 

 

Visual Workflows

visual workflow by SysAid

So next up is what we did with visual workflows. You all know SysAid workflows. What we did is we added an icon within the visual workflows. What it does is puts together your workflow inside a visual interface where you can see right now. It takes the different action items and different workflow tabs, and puts it in one picture, including the related connections.That means, you can see what depends on what in a very clear, visual way,and you have a legend of where each action item stands. Green is completed, blue or light blue is currently in action,and grey is disabled. That means, it's not up yet. So this is a very powerful tool. You can simply go within any workflow item, and if you send this to your manager or if it's a project, or send it to the user, they get a very clear picture of where they stand and what's coming next. So you can all enjoy that new feature.

 

 

New Help Desk iOS

SysAid's new help desk iOS

On top of that, I would like to introduce the new iOS app that we released. It is available as of Summer '16, released also for on premise. Let me take you through this new iOS app and see together. So here you can see the tickets that are displayed. You can see the interface allows you to perform actions, go through the list, go inside tickets. It's a new intuitive interface. It even allows you to use these scrolls to set the urgencies and priorities, and so on. You can simply update tickets by selecting any field here. Let's take, for example, here, inside this change of status here. Here are all the statuses. It's connected to your SysAid server. All the permissions are reserved. Let's just save that ticket. We changed the status and we're saving it. We're back to the list. We can see all the tickets here.

Another thing I'm going to show you now is how you can filter this list and create your own order of sorts and filters. So here, I clicked Favorite and I saw the four favorite tickets simply by marking the stars. If I want to create an advanced filter, I can go ahead and add a filter. Here, I'll get all the fields that are available in SysAid. I can simply select one of them and filter my list by them. Or I can decide what I want to sort by. In this case, I want to sort by... It's sorted by modified time. I'll move it to sort by category in descending order, and I'll just give this a name. Now, what's going to happen is this is going to be a saved filter in my mobile app. So I'll show you. I'll just give it a name, "Category Sort", so we'll recognize it. By saving this, it adds a filter save, you can see here, and it adds this to the list. Now, when I swipe to the left or go to the menu, you can see here in a second, right now it's ordered by a certain order. When I go back to the menu... I'll show you by clicking on here on the left-hand side. You go by the menu, you can see Category Sorts available here. You can simply select it and choose that filter. This is a very powerful tool to show you a lot of information on your mobile app, and you can control it better that way.

The last feature I want to show you inside of the mobile app is the user photo. So once you're in a ticket, here's Mark Wilson, for example, a demo user here, we'll go inside all the way to that user, and you can see there's an Update Photo link. So here, you can take a photo or you can choose from existing photo. Let's take a photo. You'll request the access for the first time. Here's an example of a live feed of taking a photo of a user. Taking that photo of the user, it uploads that image to the mobile app, and then back to a SysAid server. You can see we have that information saved. It's very nice to have pictures on the users. Just refresh your list, and you'll see it'll even appear inside the list here. There we go. Inside the list, we have Mark Wilson's photo attached to the ticket here. So I'm sure you'll all enjoy that mobile app.

Moving forward to additional features, we have a lot that we did with the Mac agent. Our Mac agent, we integrated all the deployment and management of the Mac agent to be seamless just like the Windows agent. So we have the animated videos under Analytics that give you a nice, cool way of looking at your KPIs together with your teams within animated video that appear each time someone else pops up in the video, a different hour, a different number of tickets, and so on. We've added one this year as well. So you can go on and enjoy that. I'm going to skip through that. This is a new animated video we added.

 

 

What’s Upcoming?

Let's talk about a bit what's upcoming in our roadmap. So we have a new self-service portal that we've been working on and we're going to be releasing soon. I'm going to show you some screenshots of that later that we got adding the service catalog features inside that self-service portal. We've got additional third-party integrations we're adding on.

We've just released a barcode mobile app I'm going to show you, and we have a new help desk mobile app for Android on the way. We have a whole new plan for new discovery and deployment, and management console for all of the agents, giving you one place to control all of these deployments, the discovery, the upgrading, the scheduling, and everything. We're improving our REST API, and down a bit further down the road we've got major UI improvements coming up.

 

 

Barcode App

barcode app by SysAid

Let me show you the Android barcode app that was recently released. It's a very nice addition for those of you who want to use a barcode scanning tool for asset management. The first thing I'm going to show you is the Scan option. So this is our barcode app. You can see, I'm taking the app and with the phone camera itself, again, based on your phone and focus capabilities, as soon as it's focused it finds out that barcode and it loads that CI from SysAid right on the screen. You can see all the information there. You can update information, right now updating the condition of this mouse. You can go ahead and see all the information that you configured in SysAid. Let's add some notes. Oh, let's change the name of the CI from "MS Mouse" to "MS Mouse 7", from 6 to 7, and let's just add a note right now.

This is all done within the new interface from the barcode app. It's a dedicated app for managing your CIs and assets. Let me just add this note here. Updated the information for this mouse. There we go. This information is noted inside the CI, so you can manage this when you're away from your computer.

Let me continue and go and show you some additional features, like the audit feature, which is a very strong feature. So let's just log back into the system and make sure everything is refreshed. There's a Setting page here, where you can see the version of the app. You can sync your data and get the logs as well. Let's go to location. Right now, I selected Workstation 6, which I want to audit. You can see on the bottom, there's Keyboard, Desktop, and Monitor, which are supposed to be in this location based on SysAid. Right now, I'm actually going to the monitor and I'm scanning that barcode. Once it scans it, it'll mark it on the bottom on the list. So here, you hear there's a beep here and now it's scanned it. It marked the monitor. Right now, there's a mouse in here and it's not on the list. So I can simply scan that mouse and it'll add it to the audit report. So scanning that mouse right now, because I found it. Right now, the app told me it's not there. It wants me to add it as a new item in SysAid. So I'm adding it as a new item if that happens. So you can manage your assets and make sure they're synced with real life and real locations. I'm adding a new mouse here and I'll just select the location, and save it. I can go ahead and additionally scan the rest of the stuff, like the keyboard. It also scans, you can see there's a QR code here under the keyboard. We didn't put it here. It came from the vendor this way. Once we get the focus and the light on this device, then we're good to go. Here we go. That's focused. We mark the keyboard as well, and we can go ahead and go through the desktop and continue that audit. At the end of the audit, we get a report what was there, what was missing, and what was added. That's a great way to manage your assets around the office.

 

 

The Self Service Portal

SysAid's self-service portal

Let's see some of the new stuff that I mentioned before, the self-service portal. You can see here, this is a detailed screen of the tickets. You can see tickets of a user where he can perform actions from the list himself. Like complete them, like approve them, like reject certain action items they have, simply going through the filters and seeing all that information there on mobile tablet or a desktop view as well. This is a new interface for submitting the incident. You can see we went through all these screens and gave a new experience submitting and viewing an incident, and this is an example of branding. With the simple interface, you can simply create your own brand within the self-service portal. So if your brand is more blueish, you can create that environment within your SysAid and self-service portal. If you're a more brown-gold brand, you can do that as well.

You can change the image in the picture. It gives you a large range of capabilities within the themes and within the features. If you want to go ahead and brand it on your own with additional customizations, you can still do those things you did before. As existing customers, you don't have to migrate to this automatically. You can decide to opt into this new self-service portal. If you customize your existing end-user portal heavily, then you can do it fade in, fade out, based on your needs.

 

 

The Service Catalogue

service catalog by SysAid

These are some mockups for the service catalog that we're planning to allow to present your services in a self-service portal in a way where customers can consume them, and then a workflow action will run and they can see where they stand. You can price those services you provide and so on. This is a bit further down the road.

 

 

Slack/Trello/Nagios & More 3rd-Party Integrations

3rd-party integrations by SysAid

They've been adding a lot of add-ons and third-party integrations.I'm going to show you the highlights of it. The first one is called Slack. Slack is a collaboration tool. It's actually a very widely used collaboration tool. It's one of the hottest ones out there. It's for teams to share information and collaborate among continents, among countries, and so on. Those of you who use Slack and enjoy Slack will know what I'm talking about right away, and those of you who are seeing it for the first time can see the value in integrating with such a collaboration tool.

Let's jump inside directly and see it. In my environment here, I added the integration. So we can find it under Integrations, Third Parties. You can see here the Slack integration. A simple set up by taking the Slack ID and the client ID, and the secret from your Slack account and you're good to go. You activate this account. What it does is it adds a tab within your tickets. Let's take this scenario. I'm opening up a ticket where I have problems connecting to the Wi-Fi, let's say, and I need some of my team members to help me on this. So if you see, once I open up this ticket, I have a Slack tab. You can see the Slack tab actually gives you all the Slack channels that are available in your team and you can decide. Or you can open up a new Slack channel. In this case, I'm going to open up a Slack channel, a new one. It opens up by default with the ticket number, and what I'm going to do is add a few users. I'm going to add Oded, and I'm going to add Joe Security Guy to this channel. You can see in the window, it's actually performing these actions within Slack.

Let me show you the Slack interface itself. This is the Slack interface. You can see here that a new channel has been opened, it's marked "New", and you can see here the people that were joined to the channel. This is actually a view of that channel. Now, what I'm going to do here is going to say, "Hey, guys. Need some help on this. Please jump in." Now, they have the Slack installer on their mobile app. You can see here, from within SysAid I added the note. On their end, whether they're on their desktop or their mobile, they can see the update of that information right on the bottom there and they can respond. That's what I want them to do. As an IT managing this ticket, I just want someone to say, "I'm on it," so we're happy that they saw the ticket and they're on it. So here, you see their response within SysAid. Now, the nice thing about it is this channel is connected to this ticket now. I can move back and forth through the tickets. When I go back to this ticket or anybody else takes a look at this ticket, and he goes to the Communication tab of Slack, he'll see the live feed of what's going on there. So it's not in SysAid. The information isn't stored in SysAid. It's a view to the Slack channel, so you can always see it in a live way. Here, you can see that when he fixes the issue, he simply says, "The issue has been resolved." He does it from his mobile app from wherever he is, and you can see it refreshed here within the interface of SysAid. So we've got a central communication in the ticket with the very strong collaboration tool. Now, the nice thing about this is you don't need all of your IT team members to be a Slack user. You could have your maybe security, DBA, third-level engineers on Slack when they're not in front of the computer all the time. Your support team, level one, maybe technicians don't have to be on Slack. They still are able to see the communication in Slack and join people to the channel from within SysAid. So SysAid using the master user, it can control that. They won't be able to post any messages. For that, they need to have a Slack account. Slack has a free account. You can check it out for yourself. So that allows collaboration without needing your IT technicians and level-one support guys to be actually involved within the conversations, because they're probably busy taking care of the tickets. So that's a great, exciting integration we're using here at SysAid. It's very powerful. Especially when the engineers and the experts are out of the office, they collaborate within the Slack and it's all documented.

Next up, Trello, also widely used around the world for project management, for tracking issues. What we did with Trello is actually read all the tickets from SysAid, and present them within boards here in Trello. You can set the boards based on the status, the priority, the admin. In this case, I'm showing all tickets in a specific timeframe based on their status. You can see different colors that represent different tags. Those of you who use Trello, again, will see the benefit right away of presenting a board. We have a few of these in the office on an LCD display on the wall, so you can see where the tickets are standing. Normally, you have the tickets moving from new to being opened, to being fixed. So you can see moving them from left to right is most of the use cases of what you see in Trello, where you want your tickets in your backlog, all the way until you solve them. In SysAid, the Trello setup is quite simple. You go, you enter your Trello account. You have a Trello-adjacent configuration file code here simply saying what colors you want, what do you want to group it by. It's very, very customizable. There's a help file that shows you how to simply do it. With the simple examples, you can have it up and running in no time.

Next up is Nagios. Integration with Nagios, we teamed up Nagios of one of the leading open-source monitoring platforms, installed in more than a million organizations worldwide. What we did is we created an add-on that helps you connect your Nagios with SysAid. This allows you to actually open tickets in SysAid, manage them. The assets that Nagios discovered are also opened in SysAid, and the tickets are connected to those assets. So if you have something going on, on a certain machine in your environment, the Nagios will open up a ticket on that machine in SysAid. It will keep that ticket updated as long as the thresholds are met, saying that there's still something wrong, giving you the information, updating the ticket, all the way until the issue is resolved and the threshold is now okay. It will close the ticket automatically. So you won't get multiple tickets being opened. You'll get one ticket on that asset with a nice history. During the time the asset is under issues, you'll get the notes being updated all the time. How do you do that in SysAid? Simply go to the Nagios add-on. You'll get this setup screen. This setup screen allows you to do in Nagios. The world of Nagios is built on scripts. So what it does is generates three scripts for you. All you have to do is take these scripts, and you don't have to know how to code here. You can set up the user interface to tell you which categories you want to open up, what priority, who do you want this assigned to, and so on. It'll enter this information inside the script. You'll get three scripts, one for sending the host list. This is something you put on your Nagios machine and you run it once a day, for example, and it'll make sure that all of the Nagios-discovered hosts are uploaded to SysAid as one interface. Then, you have SysAid host notification and SysAid service notification. Those are the two main entities that your Nagios monitors today, and these scripts are placed as triggers when the event happens. What this does is what I said before. It opens up the ticket, modifies the ticket, and closes the ticket.

This is all done seamlessly with integration in the add-on. How does it look in SysAid? So if you pick up an asset that was discovered by Nagios and imported to SysAid, you can see that you get all the Nagios Information tab within your SysAid, so you don't have to log into Nagios and use two systems. You can benefit from Nagios collecting the information and showing you all the options, and SysAid helping you locate the assets within the UI and see all the various Nagios options. You can access the Nagios dashboard from SysAid itself too, and then see what's going on in a wider view. You can also perform the actions here based on your privileges from within the interface. So that gives you the best of both worlds. Many of our customers have Nagios setup and requested integration. This integration brings a very nice embedded integration for asset management and ticketing, and getting the best of both worlds. I want to show you one more nice add-on we developed.

This isn't a third-party add-on. It's an add-on we developed internally. It's an IP filter you can put on your SysAid. This add-on will allow you to decide which IP you can log in from. Let me simply log into my test environment here. So logging into the device, locating the add-on, again go to the settings, Third-Party Integrations. Under the settings cogwheel, we'll go to the third-party integration and add-ons, and we'll see the IP filter here. It's a simple add-on. Once you connect it, you can see, there's the IP range here. Let's just take a look and show you what IP I'm currently connected from. I am on 10.11.1.88. You can see here that the range allowed is 10.11.1.80 to 10.11.1.90. That's why I was able to log in. On the top, you can see the message that's presented in case that there's issues. Right now, I'm going to change the range from 80 to 85, which actually takes me out of the range. What I'm doing is actually cutting the branch I'm sitting on. If I'll try to do anything in SysAid, it'll log me out because I'm not allowed to log in. Let me just show you. If I try to log into SysAid right now, based on the filter and the range I added, I'm just going to get a message and I'm not allowed. This can be used both in cloud or on premise. You can set up that in cloud you can only access, for example, SysAid from your office. That's a nice, small add-on.

I'd like to take you to the next set of add-ons we've been adding in the past two or three years. Credential providers, starting from ADFS to Okta, to Google Apps, to 1&1 Login, CAS, and so on, all these members are already part of our credential providers supported all using SAML or SAML 2, or other protocols. What we have here is actually, those of you who have a credential provider that manages the credentials of users and make sure they're authentic even before they access the system, we hand it over to you guys. That means, if someone tries to access SysAid, actually what we do is we redirect him to the credential provider. After the credential provider authorizes, he either has a session or he logs in, and we have customers logging in with smartcards, with fingerprints, with various login methods. It's really based on the credential provider. Once the credential provider says it's okay, he gives us an okay, and then we let the user into SysAid. So all these are already up and available. You can simply utilize them if you have them in your environment, and we're adding all the time. So just simply request them. They're quite simple. These are examples of how the credential provider setup screens look of the main ones, the ADFS, the Office 365, and the Google Apps. It's a simple setup, entering some params, redirect URLs, and you're good to go. It gives you leverage on the single sign-on and managing the users within your environment.

 

 

Nubo

SysAid's NUBO software integration

I'm very proud to introduce this next integration with Nubo, which introduces a remote workspace in the mobile area. A very new technology actually out there, which actually allows you to give a virtual mobile device history of users, trying to bypass all the security issues you have when your users have company data on your devices.

Let me just explain a bit more. No matter if you come from an Android or an Apple, on iOS, what you get is a virtual mobile. So you install an app on your personal device or your work device,and once you install that app and you launch it, you get a full virtual mobile environment, which is not on your device. That means, you can run any apps that your IT admins put there for you, and there's no data on the device. I think there's no better way than just to show it in action.

NUBO software integration with SysAid

So right now, this is an iOS device. You can see here there's the Nubo icon. It's a regular mobile device. It's a personal mobile device. If I click the Nubo icon, request it to log into the Nubo environment, and what I get now is actually a whole new phone within my phone. So it's launching the session, and actually these icons are not on my phone. I'm looking at them on my phone. All these apps are installed remotely on a server, and I'm accessing them remotely. So if I go to my emails, none of these emails are on my phone. I'm looking at it from my phone, of course. But it's visualizing only in this case. I sent someone a top secret document with a PDF. If he downloads this document and views it, never even one bit of this document is on his mobile phone. He's only viewing it remotely. In this case, he can see the document. He can reply. So that's one use case of giving a full environment of accessing the email without having the information on your devices.

Another example is let's say you installed Microsoft CRM or Salesforce, any CRM for that case. When you launch that, you don't want that information available on the mobile phone. Maybe it's also there's no connection to the CRM from outside. Right now, I'm browsing my CRM data from the mobile phone without having the information on my phone, and without even having to had opened up the CRM externally.

The last thing I want to show you here is access to file systems. So you can access all your files on your network from this device remotely. Again, they're not downloading it to your phone. You can view the files. You can edit the files. It's easily set up, and you don't have to expose all your file server and file system outside to the network. It's done through the Nubo platform automatically and seamlessly, and gives your users a very, very intuitive and new way to use their mobile phones securely without you having to worry about data leak and information, and security, and all kinds of other technologies to secure the data for your users. So we integrated with them. The integration with Nubo allows us to get the users automatically, to enroll them, and to offer this again as a service.

 

 

SysAid's additional plugins on the way

So if you have any questions, contact us about that. Some additional plugins on the way that are upcoming, we're looking into integrations with other monitoring solutions like Nagios. We're looking for automation tools. That we're going to introduce automation tools that allow to run and orchestrate, and execute various scripts in your environment. We're looking into log analysis, smart log analysis, and cyber security, remote control, collaboration tools, additional tools, and much more. I'd like to thank you for joining me in this webinar, in this session, and hope to see you in the next webinar. Thank you all.