sysaid free edition installation guide
TRANSCRIPT
SysAid Free Edition Installation Guide
Table of Contents
Introduction Installing SysAid Setting Your Network Parameters Initializing Your Account and Setting Up A Username and Password Registering for six months of free SysAid support and updates Getting Started Contact Us
IntroductionSysAid is available in two editions: a fully On-Demand, SAAS solution and an installed, In-House solution. This document will help you install the Free version ofSysAid In-House Edition (Windows version). The Free Edition is a features-limited version of SysAid. For a list of differences between the Full and Free editions of SysAid, please consult our website.SysAid is a web application, and the SysAid installation includes a Tomcat web server.Users accessing the help desk will connect to the SysAid Server via a web browser. For asset management, you will deploy the SysAid Agent to your network's computers. Please see theGetting Started guide for more information about installing the SysAid Agent. SysAid Server System RequirementsThe minimum requirements for SysAid are:
OS – Windows 2K, Server 2003, Server 2008, XP, Vista, Windows 7; Linux CPU – Pentium 4 and above RAM – 2 Gb Disk Space (for application) – 1Gb (initial installation takes ~300 MB) Disk Space (for database ) – 1Gb
Installing SysAidThere are many places around the internet where you can download the SysAid Free Edition. Please make sure that you have downloaded the latest version of SysAid, which can be found on our website.To install SysAid:
1. Run the saved installation file, SysAidServerFree.exe. This opens the installer.2. It's recommended to close all non-essential applications. When you have done so, click
the Next button. This opens the license agreement screen.
Figure 1: SysAid Server Set-up Wizard
3. Please read through the SysAid Server license agreement. If you accept the terms and conditions, please click "I accept the agreement" and then clickNext.
Figure 2: SysAid License Agreement
4. The page that appears allows you to select the installation directory for the SysAid server. It is recommended to use the default directory. After you have chosen a directory, click Next.
Figure 3: Setting up a folder for SysAid server
5. SysAid now prompts you to select a start menu folder for the SysAid shortcuts. Choose a folder and click Next. This opens the install confirmation screen
Figure 4: Choosing a folder for the SysAid Start Menu shortcuts
6. Confirm the installation settings you've chosen. If you need to make any changes, click Back. If everything is correct, click Install.
Figure 5: Installation in progress
After SysAid finishes installing all necesssary files, your default browser will open to a registration page where you can sign up for six months of free technical support for SysAid. Minimize your browser for the time being (don't close it!). We'll come back to this page later. Return now to the installer.
Setting Your Network ParametersOn this screen you will be asked to specify your settings for outgoing e-mail and for accessing the SysAid Server. Figure 6: Setting Network Parameters
1. Input your Mail server (SMTP). This is your outgoing e-mail server. If you would like to set up e-mail integration later, enter "none."
2. In the Reply address field, enter the outgoing e-mail address for your SysAid server. This can be any e-mail address set up on your mail server. If you would like to set up e-mail integration later, enter "none."
3. Choose a Server HTTP port. This is the port the SysAid Server will listen on. The default is 8080. You will use this port number when logging into SysAid (this is detailed later on). Unless you have another service already listening on port 8080, there is no reason to change this.
4. You may choose to check these settings, if you like. When you are done, click next.
Initializing Your Account and Setting Up A Username and PasswordNext, you will need to initialize your account. Figure 7: Setting Up Your Account
1. The Account ID and Serial Number fields will be prepopulated. These values are fixed for the Free Edition. Do not change them.
2. Choose a username for the main SysAid Administrator.3. Enter a password, and then confirm your password.4. Click Next.5. You should now receive a confirmation screen letting you know that SysAid has been
successfully installed. Click Finish to close the installer.
Figure 8: Installation complete
Installation is now complete. The SysAid Server runs as a service. It can be found on the list of services running on your computer under the name "SysAid Server."
Registering for six months of free SysAid support and updatesReturn now to the browser page that you minimized before. One of the benefits of SysAid Free Edition is that you receive six months of full technical support and software updates. Go ahead and complete this page now to register. Figure 9: Registering for SysAid Free Edition support and updates
Getting StartedNow that SysAid is installed, you would like to begin using it. To log into SysAid:
--Either--
1. Click on the desktop/start menu shortcut for SysAid.2. On the login screen, enter the username and password you specified during
installation.3. Click Login.
--Or--
1. Open any web browser.2. In the URL bar, enter the IP address of the server hosting SysAid followed by a colon
":" followed by the listening port (which you configured under network paramenters,
above):http://<server IP>:<port>
3. On the login screen, enter the username and password you specified during installation.
4. Click Login.
Congratulations! You've installed SysAid and are now logged in! You will now want to ensure that all of your users are imported into SysAid, install the SysAid agent for asset management, and configures SysAid's many preferences to suit your specific needs. If at any time you need assistance, you can use the question mark icon located in the top right corner of the screen to get help for the screen you are on. Also be sure to read our Getting Started guide, which will show you where to go and what to do as you take your first steps with SysAid. Our support team is always available to help you, as well. You may contact them [email protected].
Contact UsSysAid welcomes your questions and suggestions. We can be reached via phone and e-mail:Toll Free phone center (U.S): 800-686-7047Tel (U.S): +1 617-231-0124Fax (U.S): +1 617 507 2559Tel (Israel): +972 3 533 3675Fax (Israel): +972 3 761 7205E-mail: [email protected] community: http://www.ilient.com/Sysforums/forums/home.pageYou can also view our full support page at http://www.ilient.com/contact_support.htm.
SysAid Online Help Welcome to the SysAid online help files! At SysAid, we pride ourselves on offering you a product that is very easy to use. We know that many of our customers dive right into SysAid without ever consulting the documentation. However, as with any great product, there are many features that you might never find on your own due to the depth and breadth of the software. The SysAid online help files provide you with:
A description of the functionality of every page within the software
Step-by-step instructions for multi-step processes
Tips and suggestions for getting the most out of your SysAid
Each .jsp page within SysAid has a corresponding page in the help file, and you can open that page by clicking on the icon in the top right corner of any SysAid screen. Once inside the help files, you can navigate using the tree you see to the left, or by using the hyperlinks embedded within the help files. Finding the information you need within the help files Follow the five steps below and you will always be certain to find the information you seek.
1. Each page in SysAid is linked to a page within the help files, so it is usually very easy to find what you are looking for. Simply go to the page in SysAid where you have a question and click the icon. This will open the appropriate page in the help files.
2. If the help file you are looking at does not contain the answer to your question, there may be a hyperlink inside that will redirect you to the page that does. If there is, click on it.
3. Be sure to read the User Comments added at the bottom of each help file. It's possible that somebody has already asked your question and received an answer.
4. If there are no User Comments asking your question, you can post the question yourself. Simply click Post reply and add your question to the bottom of the appropriate page. Either a SysAid representative or a fellow SysAider will be sure to answer your question.
5. If you have combed through all the help files and still don't see what you're looking for, you can always contact our support team by e-mail [email protected] or by chat through our website. They will give you a personalized response to your question, and they will follow up to make sure you are satisfied with the answer.
Questions? Comments?If you would like to make a comment related to a specific page in the help files, you can simply post your comment to that page using the Post reply button. You can also e-mail us
at [email protected] Attn: Technical Writing with any suggestions you might have. We are always trying to improve the help files, so we are very happy to receive your feedback.
ADMINISTRATOR PORTAL
Main Page This is the page administrators see when they enter SysAid. It is an overview of the state of affairs in your helpdesk.
You can see the administrators who are online and logged into chat, a list of your last messages, a list of recent topics in the SysAid forums, the active service requests in your helpdesk, a list of recently accessed assets in your network, and a list of the recent notifications received from the SysAid forums. Note that the underlined details in the boxes that appear on this page are links, and by clicking them you can see the full details of each item, or enter the relevant post in the SysAid forums.
Manager Portal Introduction The Manager Portal is SysAid's management module. It gives you access to both real-time charts and graphs and to more in-depth reporting. You can also design reports, and you can view your helpdesk's performance in a global IT context using IT Benchmarks. ImportantIn order to access the Manager Portal, you must have the correct permission.
1. Go to Preferences --> User Management --> Admin Manager.2. Click on an administrator to open his or her profile.3. Click on the Permissions tab.4. Check the box Manager: access to Manager Portal.5. Click OK/Apply.
The Manager Portal has three components. Click on a link to expand a section. Click again to close it:
Manager Dashboard Reporting IT Benchmarks
MANAGER PORTAL
Dashboard In this page you can see a set of four charts that provide an overview of your system.
For instance, you can see your Active Service Requests and your Inventory Overview charts. You can drill down to the data that is represented by each of the charts by clicking it. For any dashboard chart that reports on a grouping of service requests, you can also click on parts of the chart to open a new window showing the helpdesk with a list of those service requests only.If you wish to see a different set of charts, you can change the view. To learn how to edit views, please go to DashboardEdit.htm You may also create new sets of charts for various topics under Design Dashboard. To see any of the charts in a full screen, click the full screen icon in each chart title.You may define automatic rotating dashboards that will rotate on each refresh, or when the rotate icon is clicked.
MANAGER DASHBOARD/SERVICE DESK
IT Benchmarks Here you can compare the statistics of your IT services to the IT departments of organizations throughout the world, compare your present performance with your past performance, evaluate and improve your services.
On the left side of the screen you can see a table with several dynamic IT measurements.Check the box next to each measurement to enable it, or uncheck the box, to disable this measurement. SysAid will perform the calculations only for the measurements you have chosen to enable.Note that you may fine tune your local measurement, by using the filter builder to exclude or to include specific attributes such as categories to a specific measurement.
Click the filter icon next to the measurement you wish to create a filter for. In the popup screen, use the dropdown menus to determine you filter preferences, and then click the Create Filter button.
When you click one of the measurements in the table on the left, the two graphs on the right of the screen, and the explanatory text will be updated accordingly. For example, here is a graph of Open/Closed service requests ration worldwide, and the local helpdesk value.
The top graph shows the World Wide SysAid distribution of the measurement, the average of IT departments around the world, and your own position, according to this measurement results.The bottom graph shows the local history of your measurement results. The Local statistics are automatically updated on a daily basis.Once you save the changes, SysAid will ask you whether you want to recalculate the statistics immediately. Between the top and the bottom graphs, you will see an explanation regarding the graphs. You may access more detailed information for each measurement by following the link at the end of the explanatory text.
Reports
All Reports Recent Reports My Reports This is the SysAid Analyzer, a function that can help you evaluate the various activities in your system. The SysAid Analyzer has many benefits:
Automatic, pre-defined reports on help desk activity, service quality, hardware/software inventory and more
Reports can be configured to match administrators' needs Extensive reporting capabilities to monitor system data and analyze costs Log files keep records of calls, including time spent on each call Large selection of pre-defined reports on service and assets; creation of tailored
reports on demand Reports available in various formats, including PDF and Excel spreadsheets
Note that in this page you can only view the reports. If you wish to edit them, you should go to the page RecentReports.jsp To simply run a ready report, first expand the file tree by clicking on the plus sign (+).Click on the name of a report you wish to run, for example Active Requests. A new pop-up screen will open; in this screen all of the parameters available for running your report are presented, including the option to select the output type, save the report definitions, and schedule the report to run on a reoccurring basis. Make your selection.
In the popup screen, if you click the Expression Builder link or the custom filter icon you will be able to build an expression to filter the chosen report for specific data. Building the filter here is very similar to building a filter for a list in SysAid Administrator's interface. For your filter, choose between creating a simple statement, an and expression, or an or expression. A simple statement includes an element (such as priority), an operator (such as equals), and a value (such as urgent). The above example would be relevant to the Active SRs report, for instance, and will allow only service requests with an urgent priority.You can also create and/or expressions, connecting simple statements using Boolean logic. If statements are connected by an and, both must be true for the result to be returned. If an or connects them, one or both must be true.Schedule a time for the report to run. Check the box Schedule and choose a Start time. Then choose the frequency of the scheduler in the drop down menu (either every Day, every Week or Month).Here you can also choose the users that will receive the report. Each time SysAid will re-run the report, it will be sent automatically to the users you have chosen. In case there is no data to report, a message will be sent to the chosen user(s) nevertheless, stating the fact that there is no data to report. Browse for the name of the user/users you wish to send the report to from the list of users in the Administrator's interface.
The SysAid Manager Dashboard lists here the last ten reports you ran.
Reports
All Reports Recent Reports My Reports You can view here particular reports that are most relevant to you, and which you have saved. This could be useful for reports that are important for your work, and that you need to run regularly or often.
To save a report so it will appear here, check the box Save parameters to My Reports, which appears in the popup screen before you run that report:
Scheduler Here you can review when reports are set to run.
Note that for any reports to appear here, you first need to schedule them. You can choose a report to schedule from the Analyzer. In the popup screen that opens before you run a report, you may check the box that allows you to schedule the report, and choose the dates to schedule a regular time for SysAid to run that report. To change the data of when the report should run, click on the report title or on the Edit icon. The parameters set for that report will open. You also have the option to delete the scheduled report by clicking the Delete button. The user specified in the Scheduler table will receive the report via email on each re-run. In case the report does not contain any data, the user will receive an email message stating that there is no available data.
Design Dashboard Here you can select a set of four minimized graphical presentation of report results.
Click the chart you wish to design, and click the Select Chart drop down menu from the Select Chart Properties box on the right of the screen. Additional input boxes open according to your selections. You can create a customized filter by clicking the Expression Builder on the right to create a custom filter. A new screen will open, allowing you to choose an expression for filtering the information in your chart.It is possible to customize the title of your charts as well, by inserting the new name of the chart. Note that each manager can design an individual dashboard view. Click the View: link at the top of the page. In the dialogue box, enter a name for your new view, decide whether it should take a part as one of the automatically rotated views, and click Save.
Once you have completed designing your dashboard charts, click the Submit button and the four updated charts will appear on the Dashboard screen. For charts related to assets, you can choose whether or not to include disabled assets in the chart.
Design Reports The design reports screen allows you to add, remove, and modify reports from the report tree. This is accomplished by using the icons on the top menu bar.
Icon Description
New Report. See the section on creating a new report below.
Modify Report. See the section on modifying a report below.
Add a new folder. Click on either the top folder or on any folder you've created, then click here to create a new folder. You are only able to add new folders to the main SysAid folder or to a folder you've created.
Modify a folder. Click on any folder and then on this icon to change the name of the folder and to choose whether it's visible or not.
Delete. Click on a folder or a report and then click here to delete it. You can't delete reports and folders that come with SysAid.
Click here to open the Report Wizard.
Report Wizard Welcome to the SysAid Report Wizard!
Building reports in SysAid has never been easier. You can now create custom reports in SysAid using our simple, 3-step design wizard without having to write even one line of code. Great as an ad-hoc reporting tool, the report wizard can also be used to build reports for daily use. Either way, your ability to pull data from SysAid and build it into coherent, actionable reports just got much, much better. Proceed to Step 1 and get started building reports right away!
PREFERENCES ASSET SETTINGS
Introduction Here you can set all your preferences regarding the assets in your network:Set your asset types and iconsDefine the customized SNMP IOD-s in your systemSet registry keys paths to enable SysAid to retrieve the registry values form the agent.Search and determine the settings of your catalog items, your supplier list, and your network discovery toolsEdit the various notifications that can be automatically sent when asset management events occur.Check in real-time which users are logged on to the network and which computer they are using.And more related issues.
SERVICE DESKAll Here you can see a list of all your service requests, including SRs that are a part of change or problem processes.
SysAid constantly checks this page for new SR-s. As new service requests arrive at your service desk, SysAid opens a popup message and updates the list. You can filter the list using the dropdown filters at the top of the page to see different types of service requests, service requests with a specific status (as a default, you will see the service requests that are presently active), service requests assigned to a specific administrator or a group, service requests that belong to a certain category, urgency or priority. If you would like to add another dropdown filter, please contact our support team [email protected] and we will help you to create additional dropdown menus. Use the Toggle All/Show All buttons at the top left of the screen to view the entire list in a single page, or a limited number of rows, according to your preferences. In case you have chosen the limited number of rows view, you will be able to navigate between the pages of your service request list by clicking the arrows next to these buttons. You can enter an expression in the search pane, and click the magnifying lens icon , to locate a specific service request from your list.
Click the three dots button to open a details search menu that allows you to locate service requests according to the period during which they were opened or modified. Click on any row entry to open and read a service request. As a result, the General Details page of that particular service request will be displayed. You can customize different views that will present different parts of the information in your service desk list. To learn how to customize views, please go to:Customize Lists. The icons above the list help you perform various actions on this list:
Open a new service requestCreate a filter for the listExport the list as an Excel documentCreate a PDF document from this listPresent a Gantt chart of the information of this list, according to dates.Customize the list (add/remove columns, create various views, create new filters, and more)Print only the records selected from the listHighlight a row in your list and click this button to select a different status for the service request.Highlight a row in your list and click this button to delete the selected service request.
To learn more about the list icons, go to: List icons
List Icons and List Views List Icons In the Service Request/Asset/Project/Task/Activities List pages, five icons are positioned in the upper left hand side above the Status bar.
Icon
Icon Name Description
New Adds a new item to the list.
Filter Open the filter builder popup screen.
Export to CSV Data can be transferred into the Excel spreadsheet.
Print Turns the text into a PDF file, with options to print.
Customize Add or delete fields that appear in lists and forms
NewClick this icon to add a new item to the list. For example, when viewing a list of service requests, clicking this icon lets you add a new service request. Similarly, when viewing a list of assets, clicking the icon lets you add an asset.
Filter
The second icon is the filter icon. Clicking the icon takes you to SysAid Filter Builder. With the Filter Builder you can create a filter to return only the results you need. For your filter, choose between creating a simple "statement", an "and" expression, or an "or" expression. A simple statement includes an element (such as "priority"), an operator (such as "equals"), and a value (such as "urgent"). The above example would allow only results with an urgent priority. You have the option to choose "is empty" for many of the fields. For instance, you can filter according to an empty Due Date field, or an empty Assigned To field.You can also create and/or expressions, connecting simple statements using Boolean logic. If statements are connected by an "and", both must be true for the result to be returned. If an "or" connects them, one or both must be true. While creating an expression, clicking on Add New Line adds another simple statement.
Export to CSVThis icon appears where data is summarized in list format. By clicking on this icon SysAid transfers the list data into the Excel spreadsheet.
Print (PDF Creator)The fourth icon, the Print icon, turns the fields related to the page you are viewing into PDF and provides you with the option to print.
CustomizeBy using the Customize icon, you can add or delete fields in the list or the form on the screen you are currently viewing. The option to add filter menus is also offered via this icon.Note that you can update the following fields at once in the helpdesk list: Status, Priority , Urgency , Custom lists1 Cust List 2 , Assigned to. List views A View in SysAid loads field items you have selected to appear on the screen. The view has a name and is easily selected from the View dropdown menu located at the top of the page (to the right of the icons).
Views determine which values, and which of their columns (such as title or priority), appear in lists. Using different views means listing different values and showing different fields. One view, for example, might show only the title and description of new service requests. Another view might show only the category and priority of closed service requests.You can create your own views. Some views, such as EndUser, arrive with the system. The EndUser view, for example, controls the lists end users see when viewing their old service requests (End User Portal).You can create a new view for printing purposes and select only those fields necessary. Creating a New View or Editing a Current View
Above lists such as Service Request list, Activities list, or Project and Task List, there is a View field. Click the current view name to see a dropdown list with the names of views you can choose to load. Choose a view you would like to edit. For example, to configure which fields end users will see when they check their old service requests, choose the EndUser view.To the left of the View dropdown menu you can see some icons. Click on the
Customize icon . The Customize List screen will open.
All Here you can see a list of all your service requests, including SRs that are a part of change or problem processes.
SysAid constantly checks this page for new SR-s. As new service requests arrive at your service desk, SysAid opens a popup message and updates the list. You can filter the list using the dropdown filters at the top of the page to see different types of service requests, service requests with a specific status (as a default, you will see the service requests that are presently active), service requests assigned to a specific administrator or a group, service requests that belong to a certain category, urgency or priority. If you would like to add another dropdown filter, please contact our support team [email protected] and we will help you to create additional dropdown menus. Use the Toggle All/Show All buttons at the top left of the screen to view the entire list in a single page, or a limited number of rows, according to your preferences. In case you have
chosen the limited number of rows view, you will be able to navigate between the pages of your service request list by clicking the arrows next to these buttons. You can enter an expression in the search pane, and click the magnifying lens icon , to locate a specific service request from your list.Click the three dots button to open a details search menu that allows you to locate service requests according to the period during which they were opened or modified. Click on any row entry to open and read a service request. As a result, the General Details page of that particular service request will be displayed. You can customize different views that will present different parts of the information in your service desk list. To learn how to customize views, please go to:Customize Lists. The icons above the list help you perform various actions on this list:
Open a new service requestCreate a filter for the listExport the list as an Excel documentCreate a PDF document from this listPresent a Gantt chart of the information of this list, according to dates.Customize the list (add/remove columns, create various views, create new filters, and more)Print only the records selected from the listHighlight a row in your list and click this button to select a different status for the service request.Highlight a row in your list and click this button to delete the selected service request.
To learn mor
User CommentsPost Reply
New Service Request Click on the tab you would like information for:
Also on this page: Customized Printout and Available Fields for the Service Request Form
General Business
Related
Customized
DetailsSolution
Activities
Messages
History
ImpactChats
Items Printout
In this page you can open and fill all the details for a new service request.
If you have created Quicklists in your system, you will be able to choose from the Quicklist the type of service request, which will automatically fill out fields in this form for you, and save you time and effort.To learn more about creating and using the SysAid Quicklist feature, please go to: QuickList.htm SysAid allows you to define a general problem such as an error in the internet connection, a breach in the email server, and so forth. When you open a new service request and choose categories that match those of a general problem, SysAid asks if you would like to link the new service request to that general problem. It is also possible to open a linked incident from within a problem by clicking the icon created for this purpose, and SysAid will copy into it all the categories and sub-categories of the incident. To add a note to your new service request, either enter your text in the Notes box, or click the Add a note button and insert your text in the popup window.
To fill in the due date for the service request you can either enter the date in the pane, or click the calendar icon , to choose the suitable date.You may click the Change button to choose an asset related to this service request. By clicking the link of the Submit user or the Request user, you can reach the general details
page of that user.
To initiate a remote control session, you can click the icon next to the users names . The end user must have an agent installed in order for this functionality to work.You can also initiate a chat with the end user who submitted the request, by clicking the chat
icon .
By clicking the Send Message link you can open a popup window that will allow you to send a message regarding this request:
You can add relevant attachments to this request by clicking the Add button next to Attachments. A popup screen will allow you to browse your computer for the files you wish to attach.
You can use the Check Spelling icon at the top of the page to verify you have not made any spelling mistakes while filling out the service request form.
Click the Customize icon to edit this form according to your preferences. You can decide what fields will appear in the SR form, who will be able to see them and edit them. You can also add new tabs with new fields to the service request. To view the full list of fields, see the table at the bottom of this page. You can edit the user to whom the request is assigned, by selecting the name of the user form the dropdown menu or the More popup Users list. You can also select the administrator group to whom the service request is assigned. When you change the administrators group, SysAid will automatically show in the Assigned to dropdown menu only administrators that belong to the new group you have selected. You may navigate between the Service Requests in your help desk list without going back to the list page, by using the Previous/Next buttons. In the SysAid Enterprise edition you have the option of making specific tabs on any form available only to certain groups. For example, you might create a tab where you store passwords. You can now restrict this tab to be seen by only the administrators you choose.
Click the Customize icon choose the name of the tab you wish to restrict from the dropdown menu, and click the button with the three dots to choose the names of the administrator groups you wish to show this tab as read only to. To learn more about customizing forms, please visit the page Customize_Forms.htm In some cases, it is very useful to be able to duplicate a service request. For instance, when an end user sends a service request specifying two different problems. Let’s say that the end user’s screen flickers, and his mouse is broken. These are two different issues, that might have two different priorities and different due dates, but they were sent in the same service request.You will need to create a duplicate and address each of the issues separately.
To create a duplicate, simply click the Duplicate icon from any of the service request screens. Creating a new linked item
Service requests are frequently related to other components of the helpdesk. These other components could include tasks, projects, knowledgebase items, and more. From within a service request, SysAid allows you to create a new item which is linked to the SR you are looking at.
1. Click the Create a new linked item icon .2. Select the type of item you would like to link to. You may link to projects, tasks, FAQs,
CIs, and assets.3. Click Create New.
SysAid will now create a new item of the selected type, and this item will be linked to the service request you were just looking at. You may view and edit the relationships between linked items from the Related Items tab . Creating a linked change or problem (Enterprise only)If the incident you are looking at is really a request for change, or signifies a deeper problem, you can create a new linked change request or problem.
1. Click on the Create a new linked item icon .2. Select either Change Template or Problem Template, as appropriate.3. Select the desired change or problem template.4. Click Create New to create the new change or problem. Go here for more information
about Change Management and Problem Management.
When you are done making all necessary changes, click OK/Apply to save your new service request.
General Business
Related
Customized
DetailsSolution
Activities
Messages
History
ImpactChats
Items Printout
In this page you can enter the resolution for the service request, and its solution, in the appropriate text boxes.
You can also send a message regarding the service request from this page, , add the
request to the knowledgebase , or search the knowledgebase for similar items, by clicking one of the Actions link. Click OK/Apply to save your text.
General Business
Related
Customized
DetailsSolution
Activities
Messages
History
ImpactChats
Items Printout
In this page you can view and add activities to your service request.
Activities can be, for instance, an account of your conversation with the end user regarding the request, or any other action an administrator has performed regarding this request, and you wish to keep a record of.
You can click the user name and the envelope icon to send him/her a message
regarding the request, or click the link next to the name, with the pencil icon ,to reach that user's general details page.Click the Change button to select a different user for this service request.Click the Detach button to eliminate the connection between the service request and the user.Insert the start and end time for the service request, or click the calendar icon to select the date. You may also insert the total time of the service in theTotal pane, and enter a description.You can send a message regarding this service request, by clicking the Send Message link, and choosing the name of the recipient from the popup screen. Click the Add button to add the new activity, and save it by clicking the OK/Apply button. You will see your new activity added to the activities table after refreshing the page. Note that when a chat has an attached service request, the chat is logged as an activity in that service request. The activity start time is when the chat is accepted, and the activity end time is either when the chat closes or when the administrator releases the chat.
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Here SysAid presents a list of all the messages that have been sent and received, regarding this service request.
You can see the full message in a popup screen by clicking its row entry:
Click the Show/Hide automatic messages button to include or to exclude from the list the automatic messages sent regarding this service request.Use the action links in the bottom of the page to send a message regarding this request, add this request to your knowledgebase, or search the knowledgebase for similar requests. Save your settings by clicking the OK/Apply button.
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In this page you can see a record of the service request history: which changes took place regarding the request, when and by whom.
By clicking the link in the change column, you can view in a separate window the pervious version of the service request.
Use the action links in the bottom of the page to send a message regarding this
request, add this request to your knowledgebase , or search the knowledgebase for similar requests. Save your settings by clicking the OK/Apply button.
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To be able to see information in this page, you need to build a configuration management database (CMDB), and keep it updated. To learn more about the SysAid CMDB module, please visit the CMDB guide. Click the Change button to choose the CI from your CMDB to attach the service request to. This process is similar to manually attaching an asset to a service request. A popup screen opens, with a list of your CI-s.
You can filter the list to find the CI you wish to attach. Click the row entry of the relevant CI to attach it to the service request. Click Save/OK to save the connection between the SR and your chosen CI. You will see a graph displaying the business impact of this service request, and estimate how important the service request is.
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Here you can see a list of all the chats that took place and were related to this service request. Click any of the row entries to view the full text of the chat, including timestamps for each communication between the administrator and the end user. If a chat has an attached service request, the chat is logged as an activity in that service request. The activity start time is when the chat is accepted, and the activity end time is either when the chat closes or when the administrator releases the chat.Service request activities tab with an attached chat session:
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Here you can manage the relations between different items in your CMDB, to this service request.
To create a new relation between this service request and an item, click the Main Asset button, and browse for the relevant asset in the popup screen that opens. You may use the dropdown menus to select the main project, the main task, and the service request parent ID, when relevant. Under the linked items tab you can view and edit here all the items related to this incident. A table with a list of related items is presented at the bottom of the page. At the top of the page, you can create a new link to a main item, by selecting form your lists. The main item is directly influenced by the issue in the incident, and the other items are connected to the main item, and are expected to be influenced vicariously. To add a linked asset or a linked CI attachment, click the Change button and make your choice from the popup screen. Use the dropdown menus to select a project or a task to link the incident to. In case you wish to link this incident to another incident, Click OK/Apply to save your change.The main item will appear in the table on the bottom of the page.To create a new link to an item that is not a main link, choose from the dropdown menu in the frame, Add a new link, of type: and then select form the popup menu the item you wish to link the incident to.
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In addition to the default service request printout accessible from the print icon , you may find it helpful to customize your own SR printout. A custom SR printout is very simply an Excel spreadsheet of your design that SysAid will populate with all necessary fields from the service request. Example of a customized printout
In order to customize the printout of a service request, please do the following:
1. Go to Help Desk --> List (Service Desk --> Incidents in Enterprise) and click on any service request.
2. Click on the cogwheel icon on the top toolbar.3. In the Design Form window, select “Customized Printout” from the Tab dropdown list.
Then, move any fields you want to show up in your printout from the Available Fields list to the Visible Fields list. Click on Save.
Important: If a field does not show up in Visible Fields, it will not show up in your printout, even if you include that field on the Excel template.
4. On the computer hosting your SysAid, go to ...\SysAidServer\root\WEB-INF\conf\templates.
5. You should see a file called <your_account_ID>_customized_printout.xls. Open it in Excel. (It's a good idea to make a backup of this file before you begin editing it.)
6. The Excel you've opened has two tabs: SR Printout and Data. The SR Printout tab contains the visual template for your customized report.
You may edit this as you see fit. Please note that only text contained within the defined borders will actually be printed.
The Data tab contains a list of available SR fields that you may add to your printout. The field name is contained in column A, and the field content is contained in column B. For example, cell A14 has the field name Solution, so you know that the content of the solution field is in cell B14. (Note that in the Excel template, the entire B column is blank. The data is only populated when you do a customized printout. Do not edit the Data tab.)
7. Therefore, if you would like to add the Solution field to the customized printout, on the SR Printout tab you would type "Solution:" in the desired cell and then type =$Data.B14 in the adjoining cell. If you would like to add the Resolution field to the SR Printout tab, you would type "Resolution:" in the desired place and then type =$Data.B15 in the adjoining cell.
8. Save the document when you are finished making changes. All customized printouts will use this file as the template.
9. To print a service request using the template you've just customized, open any service
request and click on the Customized Printout icon in the top toolbar.
Available Fields for the Service Request Form
Field Name Description
ActionsPresents three links that allow you to send a message to the user who opened the request, add the request as an item the knowledgebase, or search the knowledgebase for similar issues.
Activities Presents the Activities related to the service request
Admin GroupPresents a dropdown list from which you can select the relevant administrator group.
Agreement(Enterprise only, SLA only) Presents the name of the SLA agreement related to the incident.
Asset IDThis field is available only in the helpdesk list pages, and not in the forms of individual service requests. It presents the ID number of the asset that the request is attached to.
Assigned CounterShows the number of times the incident has been assigned or reassigned since it had been opened.
Assigned toPresents a dropdown menu from which you can choose the name of the administrator to whom the incident is assigned.
Attachments Presents the attachments to the service requests.
CategoryPresents a dropdown list from which you can select the relevant category for the incident. Note that the options of the menu are edited under Preferences - Service Desk Settings - Categories.
CC Presents the carbon copies for the service request.
ChatsPresents a list of all the chats that had been conducted regarding this incident.
Child Service Request
If this service request is the parent of other requests, the list of the child service requests will be presented in this field, as links to these child requests. Updating the status of the parent SR will update the status of any children. Also, any e-mail you send from the parent SR can be sent tothe children as well (by means of a checkbox on the send e-mail form). When closing a service request that has child service requests, the solution field will be copied from the parent to its child service requests.
CI Attachment Presents the CIs attached to the service request.
CI Relations Presents the relations to relevant CIs.
CI Relations Graph Presents the graph of relations between CIs related to the service request.
Close Time Presents the time in which the service request was closed.
CompanyThis is the company of the SR's request user. You can assign users to companies under Preferences --> User Management --> Companies (tab).
Current Support Level
This is determined by the group that the SR is currently assigned to. By looking at this field for all of your service requests, you can see the distribution of your SRs throughout your various levels of support. You assign support levels to groups under Preferences --> User Management --> Groups (tab).
Department Presents the department from which the service request was sent.
Description Presents any text in the description field in the service requests.
Due DatePresents an empty pane and a calendar icon. An administrator can fill in the due date for the request either by clicking the calendar icon and selecting the date or by typing it into the pane.
Email AccountAdds a pane in which you can insert the email account of the user responsible for this service request.
Escalation Presents the escalations of the service request
Follow-up Actual DatePresents the actual date of the follow-up on the service request. This field can be used as a basis for escalation.
Follow-up Planned DatePresents the planned date for the follow-up on the service request. This field can be used as a basis for escalation.
Follow-up Text Presents the text for the follow-up on the service request.
Follow-up UserPresents the name of the administrator who sends the follow-ups for the service request.
History Presents any text in the history field of the service request.
LinksAllows you to add links to websites, FTP, local/network storage, and Lotus Notes items
Links to Other ItemsThis field easily allows you to see if an incident is linked to a change, problem, task, etc.
Location Presents the location of the sender of the service request.
Main CIPresents a link to the main configuration item attached to the incident, or a Browse button that allows to select from the CMDB a main CI to attach
Main ProjectThe main project to which this service request is related. The list of projects is automatically populated.
Main TaskThe main task to which the service request is related. The list of tasks is automatically populated.
Max Support Level
This is the highest support level of any group the service request has been assigned to since it was opened. By looking at this field for all of your service requests, you can analyze the average support level a ticket reaches before it is resolved. You assign support levels to groups under Preferences --> User Management --> Groups (tab).
Messages Presents the messages sent regarding the service request.
Modify Time Presents the time in which the service request was last modified.
Modify User
Presents the name of the user who made the last modifications in the request. In addition, you will see four icons and links that allow you to see the full details of that user, send a message to that user, conduct a chat, or remote control that user's asset.
Notes Presents the notes of the service request
Parent ID In this field, an administrator can enter the ID number of the service request
that he would like to select as the parent of the current incident. The current SR will become a child SR, and SysAid will present a link to the parent SR. You can't directly change the status of a child SR. The status is changed automatically when the status of the parent SR changes.
Priority
Priority indicates how important the resolution of this service request is to the continued normal operation of the company. A server down issue could have a priority of "Very High," while a toner low message could have a priority of "Low." This is in contrast to the Urgency field, which is how important the End User thinks the service request is. You may edit the Priority list under Customize --> Lists.
Quick List DescriptionThis field will only be visible on new service requests. It allows you to select a quick list template for the service request. To learn more about quick lists, go to: QuickList.htm
Re-opened CounterThe number of times a service request has been reopened, that is, moved from a closed status to an open status. This field is automatically populated.
Request TimePresents the time in which the request was sent. This field is automatically populated.
Request User
Presents the name of the user who asked for service. The request user is not necessarily the submit user. The submit user had sent the request, but there is a possibility he/she sent it for someone else who needs help. The person who needs the service is the request user. You may select the request user from a list in a popup window, if you click the Change button. You can also send a message, initiate a chat session, or begin a remote control session with the request user.
ResolutionAdds a text box in which the administrator can fill in a resolution regarding the incident. Unlike the solution field, this field is not visible by default to the end user on the end user portal.
Responsible Admin
This field allows you to choose from a popup screen the name of the administrator responsible for the service request. In your Helpdesk Settings under Preferences, you can choose to e-mail the responsible admin when a service request changes.
Screen Capture Presents the screen capture attached to the service request.
Solution Presents the solution of the service request.
Source Presents the source of the service request
SR Custom Date 1, 2Presets a special date field you can customize according to your preferences. To learn more about this option, go to:CustomLists.htm and to Translate.htm
SR Custom Integer 1, 2 Presents a special integer field you can customize according to your
preferences. To learn more about this option, go to: CustomLists.htm and to Translate.htm
SR Custom List 1, 2Presents a special list you can customize according to your preferences. To learn more about this option, go to:CustomLists.htm and to Translate.htm
SR Custom NotesPresents notes you can customize according to your preferences. To learn more about this option, go to:CustomLists.htm and to Translate.htm
SR Custom Text 1, 2Presents a special text field you can customize according to your preferences. To learn more about this option, go to:CustomLists.htm and to Translate.htm
Status
Presents a dropdown menu from which you can choose the status of the request. The status is significant for priority rules, alerts, and other functions in SysAid. To learn how you can edit the statuses you see in the dropdown menu, go to: CustomLists.htm
Sub Type
This allows you to select the sub type of the incident. You can customize the
layout of each sub type using the customize icon (see above). Each sub type can have its own layout, so changing the sub type will change the layout of the incident. To configure new subtypes, go to Preferences --> Sub Types.
Submit User
Presents the name and a link to the general details page of the user who submitted the service request. You can also send a message, initiate a chat session, or begin a remote control session with the submit user. Please note that sometimes the submit user is only acting in the name of another user who needs service. In this case, you may want to add the name of the user who needs the service in the field Request User.
Success RatingPresents a pane in which the administrator can insert a number representing the rate of success of the service given for the request.
Task Presents the tasks related to the service request.
Title Displays the title of the service request.
Urgency
Urgency is how important the end user thinks a service request is. End users select an urgency when they submit a service request from the End User Portal. This is in contrast to Priority, which is how important the administrator thinks the service request is. You may edit the Urgency list under Customize --> Lists.
ncidents In this page you can see the incidents in your helpdesk, not including the SRs that are a part of a change or a problem process. You can use the dropdown filters at the top of this page to view different information in this list: filter the incidents according to their status, the administrator or group they are assigned to, their category, urgency, priority, the filter applied to them, and which request user has opened them. The icons above the list help you perform various actions on this list:
Open a new service requestCreate a filter for the listExport the list as an Excel documentCreate a PDF document from this listPresent a Gantt chart of the information of this list, according to dates.Customize the list (add/remove columns, create various views, create new filters, and more)Print only the records selected from the listHighlight a row in your list and click this button to select a different status for the service request.Highlight a row in your list and click this button to delete the selected service request.
New Service Request Click on the tab you would like information for:
Also on this page: Customized Printout and Available Fields for the Service Request Form
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In this page you can open and fill all the details for a new service request.
If you have created Quicklists in your system, you will be able to choose from the Quicklist the type of service request, which will automatically fill out fields in this form for you, and save you time and effort.To learn more about creating and using the SysAid Quicklist feature, please go to: QuickList.htm SysAid allows you to define a general problem such as an error in the internet connection, a breach in the email server, and so forth. When you open a new service request and choose categories that match those of a general problem, SysAid asks if you would like to link the new service request to that general problem. It is also possible to open a linked incident from within a problem by clicking the icon created for this purpose, and SysAid will copy into it all the categories and sub-categories of the incident. To add a note to your new service request, either enter your text in the Notes box, or click the Add a note button and insert your text in the popup window.
To fill in the due date for the service request you can either enter the date in the pane, or click the calendar icon , to choose the suitable date.You may click the Change button to choose an asset related to this service request. By clicking the link of the Submit user or the Request user, you can reach the general details
page of that user.
To initiate a remote control session, you can click the icon next to the users names . The end user must have an agent installed in order for this functionality to work.You can also initiate a chat with the end user who submitted the request, by clicking the chat
icon .
By clicking the Send Message link you can open a popup window that will allow you to send a message regarding this request:
You can add relevant attachments to this request by clicking the Add button next to Attachments. A popup screen will allow you to browse your computer for the files you wish to attach.
You can use the Check Spelling icon at the top of the page to verify you have not made any spelling mistakes while filling out the service request form.
Click the Customize icon to edit this form according to your preferences. You can decide what fields will appear in the SR form, who will be able to see them and edit them. You can also add new tabs with new fields to the service request. To view the full list of fields, see the table at the bottom of this page. You can edit the user to whom the request is assigned, by selecting the name of the user form the dropdown menu or the More popup Users list. You can also select the administrator group to whom the service request is assigned. When you change the administrators group, SysAid will automatically show in the Assigned to dropdown menu only administrators that belong to the new group you have selected. You may navigate between the Service Requests in your help desk list without going back to the list page, by using the Previous/Next buttons. In the SysAid Enterprise edition you have the option of making specific tabs on any form available only to certain groups. For example, you might create a tab where you store passwords. You can now restrict this tab to be seen by only the administrators you choose.
Click the Customize icon choose the name of the tab you wish to restrict from the dropdown menu, and click the button with the three dots to choose the names of the administrator groups you wish to show this tab as read only to. To learn more about customizing forms, please visit the page Customize_Forms.htm In some cases, it is very useful to be able to duplicate a service request. For instance, when an end user sends a service request specifying two different problems. Let’s say that the end user’s screen flickers, and his mouse is broken. These are two different issues, that might have two different priorities and different due dates, but they were sent in the same service request.You will need to create a duplicate and address each of the issues separately.
To create a duplicate, simply click the Duplicate icon from any of the service request screens. Creating a new linked item
Service requests are frequently related to other components of the helpdesk. These other components could include tasks, projects, knowledgebase items, and more. From within a service request, SysAid allows you to create a new item which is linked to the SR you are looking at.
1. Click the Create a new linked item icon .2. Select the type of item you would like to link to. You may link to projects, tasks, FAQs,
CIs, and assets.3. Click Create New.
SysAid will now create a new item of the selected type, and this item will be linked to the service request you were just looking at. You may view and edit the relationships between linked items from the Related Items tab . Creating a linked change or problem (Enterprise only)If the incident you are looking at is really a request for change, or signifies a deeper problem, you can create a new linked change request or problem.
1. Click on the Create a new linked item icon .2. Select either Change Template or Problem Template, as appropriate.3. Select the desired change or problem template.4. Click Create New to create the new change or problem. Go here for more information
about Change Management and Problem Management.
When you are done making all necessary changes, click OK/Apply to save your new service request.
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In this page you can enter the resolution for the service request, and its solution, in the appropriate text boxes.
You can also send a message regarding the service request from this page, , add the
request to the knowledgebase , or search the knowledgebase for similar items, by clicking one of the Actions link. Click OK/Apply to save your text.
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In this page you can view and add activities to your service request.
Activities can be, for instance, an account of your conversation with the end user regarding the request, or any other action an administrator has performed regarding this request, and you wish to keep a record of.
You can click the user name and the envelope icon to send him/her a message
regarding the request, or click the link next to the name, with the pencil icon ,to reach that user's general details page.Click the Change button to select a different user for this service request.Click the Detach button to eliminate the connection between the service request and the user.Insert the start and end time for the service request, or click the calendar icon to select the date. You may also insert the total time of the service in theTotal pane, and enter a description.You can send a message regarding this service request, by clicking the Send Message link, and choosing the name of the recipient from the popup screen. Click the Add button to add the new activity, and save it by clicking the OK/Apply button. You will see your new activity added to the activities table after refreshing the page. Note that when a chat has an attached service request, the chat is logged as an activity in that service request. The activity start time is when the chat is accepted, and the activity end time is either when the chat closes or when the administrator releases the chat.
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Here SysAid presents a list of all the messages that have been sent and received, regarding this service request.
You can see the full message in a popup screen by clicking its row entry:
Click the Show/Hide automatic messages button to include or to exclude from the list the automatic messages sent regarding this service request.Use the action links in the bottom of the page to send a message regarding this request, add this request to your knowledgebase, or search the knowledgebase for similar requests. Save your settings by clicking the OK/Apply button.
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In this page you can see a record of the service request history: which changes took place regarding the request, when and by whom.
By clicking the link in the change column, you can view in a separate window the pervious version of the service request.
Use the action links in the bottom of the page to send a message regarding this
request, add this request to your knowledgebase , or search the knowledgebase for similar requests. Save your settings by clicking the OK/Apply button.
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To be able to see information in this page, you need to build a configuration management database (CMDB), and keep it updated. To learn more about the SysAid CMDB module, please visit the CMDB guide. Click the Change button to choose the CI from your CMDB to attach the service request to. This process is similar to manually attaching an asset to a service request. A popup screen opens, with a list of your CI-s.
You can filter the list to find the CI you wish to attach. Click the row entry of the relevant CI to attach it to the service request. Click Save/OK to save the connection between the SR and your chosen CI. You will see a graph displaying the business impact of this service request, and estimate how important the service request is.
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Here you can see a list of all the chats that took place and were related to this service request. Click any of the row entries to view the full text of the chat, including timestamps for each communication between the administrator and the end user. If a chat has an attached service request, the chat is logged as an activity in that service request. The activity start time is when the chat is accepted, and the activity end time is either when the chat closes or when the administrator releases the chat.Service request activities tab with an attached chat session:
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Here you can manage the relations between different items in your CMDB, to this service request.
To create a new relation between this service request and an item, click the Main Asset button, and browse for the relevant asset in the popup screen that opens. You may use the dropdown menus to select the main project, the main task, and the service request parent ID, when relevant. Under the linked items tab you can view and edit here all the items related to this incident. A table with a list of related items is presented at the bottom of the page. At the top of the page, you can create a new link to a main item, by selecting form your lists. The main item is directly influenced by the issue in the incident, and the other items are connected to the main item, and are expected to be influenced vicariously. To add a linked asset or a linked CI attachment, click the Change button and make your choice from the popup screen. Use the dropdown menus to select a project or a task to link the incident to. In case you wish to link this incident to another incident, Click OK/Apply to save your change.The main item will appear in the table on the bottom of the page.To create a new link to an item that is not a main link, choose from the dropdown menu in the frame, Add a new link, of type: and then select form the popup menu the item you wish to link the incident to.
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In addition to the default service request printout accessible from the print icon , you may find it helpful to customize your own SR printout. A custom SR printout is very simply an Excel spreadsheet of your design that SysAid will populate with all necessary fields from the service request. Example of a customized printout
In order to customize the printout of a service request, please do the following:
1. Go to Help Desk --> List (Service Desk --> Incidents in Enterprise) and click on any service request.
2. Click on the cogwheel icon on the top toolbar.3. In the Design Form window, select “Customized Printout” from the Tab dropdown list.
Then, move any fields you want to show up in your printout from the Available Fields list to the Visible Fields list. Click on Save.
Important: If a field does not show up in Visible Fields, it will not show up in your printout, even if you include that field on the Excel template.
4. On the computer hosting your SysAid, go to ...\SysAidServer\root\WEB-INF\conf\templates.
5. You should see a file called <your_account_ID>_customized_printout.xls. Open it in Excel. (It's a good idea to make a backup of this file before you begin editing it.)
6. The Excel you've opened has two tabs: SR Printout and Data. The SR Printout tab contains the visual template for your customized report.
You may edit this as you see fit. Please note that only text contained within the defined borders will actually be printed.
The Data tab contains a list of available SR fields that you may add to your printout. The field name is contained in column A, and the field content is contained in column B. For example, cell A14 has the field name Solution, so you know that the content of the solution field is in cell B14. (Note that in the Excel template, the entire B column is blank. The data is only populated when you do a customized printout. Do not edit the Data tab.)
7. Therefore, if you would like to add the Solution field to the customized printout, on the SR Printout tab you would type "Solution:" in the desired cell and then type =$Data.B14 in the adjoining cell. If you would like to add the Resolution field to the SR Printout tab, you would type "Resolution:" in the desired place and then type =$Data.B15 in the adjoining cell.
8. Save the document when you are finished making changes. All customized printouts will use this file as the template.
9. To print a service request using the template you've just customized, open any service
request and click on the Customized Printout icon in the top toolbar.
Available Fields for the Service Request Form
Field Name Description
ActionsPresents three links that allow you to send a message to the user who opened the request, add the request as an item the knowledgebase, or search the knowledgebase for similar issues.
Activities Presents the Activities related to the service request
Admin GroupPresents a dropdown list from which you can select the relevant administrator group.
Agreement(Enterprise only, SLA only) Presents the name of the SLA agreement related to the incident.
Asset IDThis field is available only in the helpdesk list pages, and not in the forms of individual service requests. It presents the ID number of the asset that the request is attached to.
Assigned CounterShows the number of times the incident has been assigned or reassigned since it had been opened.
Assigned toPresents a dropdown menu from which you can choose the name of the administrator to whom the incident is assigned.
Attachments Presents the attachments to the service requests.
CategoryPresents a dropdown list from which you can select the relevant category for the incident. Note that the options of the menu are edited under Preferences - Service Desk Settings - Categories.
CC Presents the carbon copies for the service request.
ChatsPresents a list of all the chats that had been conducted regarding this incident.
Child Service Request
If this service request is the parent of other requests, the list of the child service requests will be presented in this field, as links to these child requests. Updating the status of the parent SR will update the status of any children. Also, any e-mail you send from the parent SR can be sent tothe children as well (by means of a checkbox on the send e-mail form). When closing a service request that has child service requests, the solution field will be copied from the parent to its child service requests.
CI Attachment Presents the CIs attached to the service request.
CI Relations Presents the relations to relevant CIs.
CI Relations Graph Presents the graph of relations between CIs related to the service request.
Close Time Presents the time in which the service request was closed.
CompanyThis is the company of the SR's request user. You can assign users to companies under Preferences --> User Management --> Companies (tab).
Current Support Level
This is determined by the group that the SR is currently assigned to. By looking at this field for all of your service requests, you can see the distribution of your SRs throughout your various levels of support. You assign support levels to groups under Preferences --> User Management --> Groups (tab).
Department Presents the department from which the service request was sent.
Description Presents any text in the description field in the service requests.
Due DatePresents an empty pane and a calendar icon. An administrator can fill in the due date for the request either by clicking the calendar icon and selecting the date or by typing it into the pane.
Email AccountAdds a pane in which you can insert the email account of the user responsible for this service request.
Escalation Presents the escalations of the service request
Follow-up Actual DatePresents the actual date of the follow-up on the service request. This field can be used as a basis for escalation.
Follow-up Planned DatePresents the planned date for the follow-up on the service request. This field can be used as a basis for escalation.
Follow-up Text Presents the text for the follow-up on the service request.
Follow-up UserPresents the name of the administrator who sends the follow-ups for the service request.
History Presents any text in the history field of the service request.
LinksAllows you to add links to websites, FTP, local/network storage, and Lotus Notes items
Links to Other ItemsThis field easily allows you to see if an incident is linked to a change, problem, task, etc.
Location Presents the location of the sender of the service request.
Main CIPresents a link to the main configuration item attached to the incident, or a Browse button that allows to select from the CMDB a main CI to attach
Main ProjectThe main project to which this service request is related. The list of projects is automatically populated.
Main TaskThe main task to which the service request is related. The list of tasks is automatically populated.
Max Support Level
This is the highest support level of any group the service request has been assigned to since it was opened. By looking at this field for all of your service requests, you can analyze the average support level a ticket reaches before it is resolved. You assign support levels to groups under Preferences --> User Management --> Groups (tab).
Messages Presents the messages sent regarding the service request.
Modify Time Presents the time in which the service request was last modified.
Modify User
Presents the name of the user who made the last modifications in the request. In addition, you will see four icons and links that allow you to see the full details of that user, send a message to that user, conduct a chat, or remote control that user's asset.
Notes Presents the notes of the service request
Parent ID In this field, an administrator can enter the ID number of the service request
that he would like to select as the parent of the current incident. The current SR will become a child SR, and SysAid will present a link to the parent SR. You can't directly change the status of a child SR. The status is changed automatically when the status of the parent SR changes.
Priority
Priority indicates how important the resolution of this service request is to the continued normal operation of the company. A server down issue could have a priority of "Very High," while a toner low message could have a priority of "Low." This is in contrast to the Urgency field, which is how important the End User thinks the service request is. You may edit the Priority list under Customize --> Lists.
Quick List DescriptionThis field will only be visible on new service requests. It allows you to select a quick list template for the service request. To learn more about quick lists, go to: QuickList.htm
Re-opened CounterThe number of times a service request has been reopened, that is, moved from a closed status to an open status. This field is automatically populated.
Request TimePresents the time in which the request was sent. This field is automatically populated.
Request User
Presents the name of the user who asked for service. The request user is not necessarily the submit user. The submit user had sent the request, but there is a possibility he/she sent it for someone else who needs help. The person who needs the service is the request user. You may select the request user from a list in a popup window, if you click the Change button. You can also send a message, initiate a chat session, or begin a remote control session with the request user.
ResolutionAdds a text box in which the administrator can fill in a resolution regarding the incident. Unlike the solution field, this field is not visible by default to the end user on the end user portal.
Responsible Admin
This field allows you to choose from a popup screen the name of the administrator responsible for the service request. In your Helpdesk Settings under Preferences, you can choose to e-mail the responsible admin when a service request changes.
Screen Capture Presents the screen capture attached to the service request.
Solution Presents the solution of the service request.
Source Presents the source of the service request
SR Custom Date 1, 2Presets a special date field you can customize according to your preferences. To learn more about this option, go to:CustomLists.htm and to Translate.htm
SR Custom Integer 1, 2 Presents a special integer field you can customize according to your
preferences. To learn more about this option, go to: CustomLists.htm and to Translate.htm
SR Custom List 1, 2Presents a special list you can customize according to your preferences. To learn more about this option, go to:CustomLists.htm and to Translate.htm
SR Custom NotesPresents notes you can customize according to your preferences. To learn more about this option, go to:CustomLists.htm and to Translate.htm
SR Custom Text 1, 2Presents a special text field you can customize according to your preferences. To learn more about this option, go to:CustomLists.htm and to Translate.htm
Status
Presents a dropdown menu from which you can choose the status of the request. The status is significant for priority rules, alerts, and other functions in SysAid. To learn how you can edit the statuses you see in the dropdown menu, go to: CustomLists.htm
Sub Type
This allows you to select the sub type of the incident. You can customize the
layout of each sub type using the customize icon (see above). Each sub type can have its own layout, so changing the sub type will change the layout of the incident. To configure new subtypes, go to Preferences --> Sub Types.
Submit User
Presents the name and a link to the general details page of the user who submitted the service request. You can also send a message, initiate a chat session, or begin a remote control session with the submit user. Please note that sometimes the submit user is only acting in the name of another user who needs service. In this case, you may want to add the name of the user who needs the service in the field Request User.
Success RatingPresents a pane in which the administrator can insert a number representing the rate of success of the service given for the request.
Task Presents the tasks related to the service request.
Title Displays the title of the service request.
Urgency
Urgency is how important the end user thinks a service request is. End users select an urgency when they submit a service request from the End User Portal. This is in contrast to Priority, which is how important the administrator thinks the service request is. You may edit the Urgency list under Customize --> Lists.
Change Requests This list shows you change requests. Click on any change request to view details for and modify that change request. Go here for instructions on modifying change requests. List of change requests
The icons above the list help you perform various actions on this list:
Open a new change request. After clicking this icon, you will be prompted to select the change sub type. For more about sub types, go here. For information about creating a linked change from an incident, please go hereCreate a filter for the list
Export the list as an Excel document
Create a PDF document from this list
Present a Gantt chart of the information of this list, according to datesCustomize the list (add/remove columns, create various views, create new filters, and more). To learn more about customizing lists in SysAid, go to:Customize_Lists.htmPrint only the records selected from the list
Highlight one or more SRs and then click here to modify certain SR fields directly from the SR list
Highlight a row in your list and click this button to delete the selected change request
Creating and Working on Change Requests The change request form has three primary purposes:
1. Edit and review the non-workflow tabs on a change request, namely: Change Details, Close, and History.
2. Work on action items.3. Update action items and dependencies for an existing change without changing the
source template.
To view a complete example of the change request process in action, please go here. For an explanation of workflow tabs and action items, please go here. Advanced SysAid ITIL change
1 Editing non-workflow tabs on a change request There are three non-workflow tabs on the change form: Change Details, Close, and History. You must have permission to Create Changes/Problems in order to modify these tabs.
Note: In order to customize these tabs using the cogwheel icon , you must customize the sub type upon which the change is based. General Details tabThis tab most closely resembles the incident form. Select the Category, Priority, Urgency, and Request User for the change, and fill in the title and description. If you have created a change from an incident, some of these fields will be copied directly from the incident; the incident will also be attached under linked items (after you save the change). Also, the status field will be updated automatically depending upon the progress of the change. For a full description of the fields available here, please consult the table found at the bottom ofthe service request help page. Note that on the change form, theAssigned to field is renamed Process Manager, but otherwise has exactly the same function.
Close tabThe Close tab on the change form closely resembles the Close tab on the incident form. However, the statuses listed here are unique to changes. If a change is rejected, change the status from "In approval process" to "Change rejected." If a change is approved and then successfully implemented, change the status from "Waiting to be closed" to "Change completed." As mentioned above, only an administrator with permission to Create Changes/Problems can update the status of the change. History tabThe History tab allows you to see all modifications made to the change since it was created. Click on the link in the Change column to view the change request exactly as it existed after that modification. Change history
2 Working on action items Action items are the main component of a change request. They are where you record all work done for the change and where you record whether a change has been approved or rejected. Regular administrators can only view action items that are assigned to them, unless they have been granted permission to View other Admins' action items, and only Change Managers can edit action items that are not assigned to them. In general, administrators will access an action item from Service Desk --> Service Request Actions, where they can see a list of their (active) action items. Clicking on an action item from this list will open the change it belongs to with the specific action item tab open. In this way, the administrator can see what's expected of him/her and easily input any necessary details. Working on an action item is very simple:
1. Open the action item in question, either from Service Desk --> Service Request Actions or from Service Desk --> Change Requests (if you open from here, you must then navigate to the correct action item).
2. Each action item is different. Your change manager can brief you on what's expected of you from a particular action item you are assigned to.
3. Perform any necessary actions to facilitate the change, and then fill out the necessary fields on the action item.
4. If you would like to save work on the action item before it's complete, click OK/Apply. If you finished all work on the action item and the change is ready to proceed to the next step, click Complete.
5. Once you've completed an action item, it will be grayed out, and you will not be able to work on it anymore. If you need to make changes at a later time, click the Reopen button.
Sample action item
Action item dependenciesAction items can be dependent upon the completion of other action items. If an item assigned to you is grayed out but you have not yet begun working on it, it means that there are others steps in the change process that must be completed before this one. When those steps are complete, your action item becomes active. Please be aware that if you have completed an action item but must later reopen it, you will reopen all action items that come after it, and the owners of those action items will be notified that their action items have reopened. Similarly, if you receive a notification for an action item that you've already completed, it means that somebody with an action item before yours has reopened their action item, and changes might now be necessary to yours.
3 Modifying action items and dependencies on an individual change without altering the change template While the main idea behind change management is that changes of any given type will all use the same template and therefore be standardized, there may be times where you need to modify the workflow, dependencies, or action items in an individual change request. The instructions for making these modifications are exactly the same as for modifying a change template, with one exception: instead of going to Preferences --> Change Templates and opening the template you would like to modify, you instead go to Service Desk --> Change Requests and open the individual change request you would like to modify. Instructions for modifying a change template may be found here. Note: Only Change Managers can perform the changes described in this section.
Problems This list shows you problems. Click on any problem to view details for and modify that problem. Go here for instructions on modifying prolems. List of problems
The icons above the list help you perform various actions on this list:
Open a new problem. After clicking this icon, you will be prompted to select the problem sub type. For more about sub types, go here. For information about creating a linked problem from an incident, please go hereCreate a filter for the list
Export the list as an Excel document
Create a PDF document from this list
Present a Gantt chart of the information of this list, according to datesCustomize the list (add/remove columns, create various views, create new filters, and more). To learn more about customizing lists in SysAid, go to:Customize_Lists.htm
Print only the records selected from the list
Highlight one or more SRs and then click here to modify certain SR fields directly from the SR list
Highlight a row in your list and click this button to delete the selected problem
Creating and Working on Problems The problem form has three primary purposes:
1. Edit and review the non-workflow tabs on a problem, namely: Problem Details, Close, and History.
2. Work on action items.3. Update action items and dependencies for an existing problem without changing the
source template.
For an explanation of workflow tabs and action items, please go here. 1 Editing non-workflow tabs on a problem There are three non-workflow tabs on the problem form: Problem Details, Close, and History. You must have permission to Create Changes/Problems in order to modify these tabs.
Note: In order to customize these tabs using the cogwheel icon , you must customize the sub type upon which the problem is based. General Details tabThis tab most closely resembles the incident form. Select the Category, Priority, Urgency, and Request User for the problem, and fill in the title and description. Also be sure to attach all related incidents in the Related Items list. If you have created a problem from an incident, some of the fields on this form will be copied directly from the incident; the incident will also be attached under linked items (after you save the problem). Also, the status field will be updated automatically depending upon the progress of the problem. For a full description of the fields available here, please consult the table found at the bottom of the service request help page. Note that on the problem form, the Assigned to field is renamed Process Manager, but otherwise has exactly the same function. Close tabThe Close tab on the problem form closely resembles the Close tab on the incident form. However, the statuses listed here are unique to problems. You can indicate whether a solution has been found for the problem, and when you close the problem, you can indicate whether it was successfully resolved or not. As mentioned above, only an administrator with permission to Create Changes/Problems can update the status of the problem. History tabThe History tab allows you to see all modifications made to the problem since it was created. Click on the link in the Change column to view the problem exactly as it existed after that modification.
Problem history
2 Working on action items Action items are one component of a problem. They are where you record all work done for the problem and where you record whether a problem has been identified or not, and what steps are being taken to resolve it. Regular administrators can only view action items that are assigned to them, unless they have been granted permission to View other Admins' action items, and only Change Managers can edit action items that are not assigned to them. In general, administrators will access an action item from Service Desk --> Service Request Actions, where they can see a list of their (active) action items. Clicking on an action item from this list will open the problem it belongs to with the specific action item tab open. In this way, the administrator can see how much progress has been made towards solving the problem, and can decide what steps to take next. Working on an action item is very simple:
1. Open the action item in question, either from Service Desk --> Service Request Actions or from Service Desk --> Problems (if you open from here, you must then navigate to the correct action item).
2. The contents of your action items will depend upon how your change manager has set up your problem solving workflow. Please consult your change manager for any questions relating to the contents of action items.
3. Perform any necessary actions to facilitate the swift resolution of the problem, and then fill out the necessary fields on the action item to indicate the work done.
4. If you would like to save work on the action item before it's complete, click OK/Apply. If you finished all work on the action item and the problem is ready to proceed to the next step, click Complete.
5. Once you've completed an action item, it will be grayed out, and you will not be able to work on it anymore. If you need to make changes at a later time, click the Reopen button.
Sample action item
Action item dependenciesAction items can be dependent upon the completion of other action items. If an item assigned to you is grayed out but you have not yet begun working on it, it means that there are others steps in the problem process that must be completed before this one. When those steps are complete, your action item becomes active. Please be aware that if you have completed an action item but must later reopen it, you will reopen all action items that come after it, and the owners of those action items will be notified that their action items have reopened. Similarly, if you receive a notification for an action item that you've already completed, it means that somebody with an action item before yours has reopened their action item, and changes might now be necessary to yours. 3 Modifying action items and dependencies on an individual problem without altering the problem template While the main idea behind problem management is that problems of any given type will all follow the same problem-solving template and therefore be standardized, there may be times where you need to modify the workflow, dependencies, or action items in an individual problem. The instructions for making these modifications are exactly the same as for modifying a problem template, with one exception: instead of going to Preferences --> Problem
Templates and opening the template you would like to modify, you instead go to Service Desk --> Problems and open the individual problem you would like to modify. Instructions for modifying a problem template may be found here. Note: Only Change Managers can perform the changes described in this section.
Service Request Actions The Service Request Actions menu shows a list of all action items associated with changes and problems. By using the filters, an administrator can easily see all active action items assigned to him or her.
This list is where administrators should look to see which action items they need to work on. Clicking on an action item in this list will open the action item on the relevant change or problem. Further instructions for working on action items can be found here in section 2. The icons above the list help you perform various actions on this list:
Create a filter for the list
Export the list as an Excel document
Create a PDF document from this list
Customize the list
SERVICE DESK CHAT SESSIONS
Closed Chats List Here you can see a list of all the chats that have been made in the SysAid chat system, except the chats that are still open at this very moment.
Click any of the entries to see the details of that chat session. The icons that appear above this page allow you to:
Customize the fields of the list according to your preferences
Delete the chat sessions that you have checked in the list(Available only for support representatives who have a chat support representative permission). You can use the Toggle All button, located on the top right of the list to check the entire list, and the Show All button to show all the entries in your list.
Closed Chat On this page you can see a text box that includes all the interactions between the support representatives and the end user that took place during this specific chat session.
The name of the user who requested the chat is visible here. To change the name of the request user, click the Change button and choose from the popup screen the name of the user who initiated the chat. The email address of the end user who participated in the chat is shown, and cannot be changed in this page. You can also view the exact time when the end user or the support representative initiated the chat, the time when the chat was closed.
More details that appear here are the queue the chat belongs to, the name of the assigned user, and the name of the end user.The status of the chat indicates whether it was closed by the end user or by the system. The update time shows you when the last changes in the chats were made. You can see the service request that is related to the chat, or attach a request if there is not any, by clicking the Change SR button. A popup screen opens, allowing you to select the related service request form your helpdesk list.The chat support representative can also delete historical chats, by highlighting the chat you
wish to delete, and then clicking the Delete icon.