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  The SysAid FAQ — List 2

Setting Up SysAid?

Here you will find FAQs about installing, integrating, and customizing SysAid.

I've ordered a trial version of SysAid. How to start using it?

For information on setting up SysAid, please read the Getting Started Guide.

When installing the Administrator Tools, how do I fill out the Account Information screen?

The account information screen looks like this:

Into the field "SysAid Server URL", input the address of the server SysAid is installed on. For example, if the server has an IP address of 82.166.145.23, input "http://82.166.145.23" into the field.

Into the field "Account ID" input your account ID, which you can see in the top bar of SysAid.

Your Serial Key appears on the Download page in SysAid. Simply copy the key from SysAid, and paste it into the wizard.

How do I add computers to SysAid's list of assets?

There are three methods:

Automatic deployment with the deployment tool (for Windows NT, Windows 2000, and Windows XP computers).

Automatic deployment with a login script.

Manual installation.

You can find details about these methods in the Getting Started Guide.

 Can SysAid connect with the Active Directory or other LDAP servers?

In the full version, yes. SysAid can connect to the Active Directory (or another LDAP server) and import all users. Users will be able to log into SysAid using their usual username and password; the authentication occurs in the Active Directory.

How can users submit service requests via email?

You need to create a special email account for the help desk, e.g., helpdesk@yourcompany.com. Then go to Preferences -> Help Desk Settings, and fill in all the email integration settings. Specify how to log-in to your email server and get emails from the help desk account, and the default category and urgency for new service requests received by email.

How do I change the hotkey (F11)?

Once SysAid is deployed across your network, users will, by default, be able to launch the system by clicking F11. SysAid is normally deployed using the Deployment Tool (which you can learn about here). In the Deployment Tool, click on “settings” in the top menu, and you'll find an option for changing the hotkey.

If you've already deployed SysAid, and would like the change the hotkey, you must redeploy SysAid by using the tool again.

How can I customize SysAid?

Here are some ways you can customize SysAid:

1. End user screens

SysAid administrators can control the screens end users see. An FAQ (maintained by the administrators), and a list of the user's previous service requests, are optional.

2. Notifications

SysAid sends various, automatic notifications (for example, on new, modified, or escalated service requests). Administrators can change the content of these notifications, control their destination, and choose their form (Email, SMS, or instant message).

3. Helpdesk categories

Administrators can create their own help desk categories (such as "hardware", "software", etc.), sub categories (such as "Word" or "Outlook"), and third level categories.

4. Helpdesk s tatuses

Administrators can create their own help desk statuses, such as "Urgent", "Normal", or "Low".

5. Locations

Administrators can list various locations of assets, such as "Sales Department", "Third Floor", etc. The list will appear across the system, allowing administrators to search or list assets by their location.

6. Priorities/Urgencies

Administrators can create their own lists of priorities (determined by the system based on predefined rules) and urgencies (which the end user chooses when submitting the service request).

7. Help desk settings

Administrators can modify various help desk settings, such as:

* Whether to email the responsible administrator when the service request changes.

* The default priority.

* Sending a notification to a certain administrator about service requests above a certain priority.

* Whether to notify the end user when his/her service request changes.

* Whether to enable third-level categories.

* Rules for automatically determining service requests' priority.

* Rules for automatically determining service requests' due date.

8. Escalation rules

Administrators can create various escalation rules, based on various parameters.

Your question was not answered here?

Check the other FAQ lists, or contact us for support. If you have access to a SysAid account, you may also view the help files.

If you contact us for support, please attach your SysAid log file. You can find it under root\WEB-INF\logs, in the directory where you installed SysAid. The file is called sysaid.log.

If you encounter a problem while installing SysAid, please attach the file called wrapper.log as well, which is located in the "logs" folder.

Finally, if relevant, please attach a screen capture.

These will help us determine the source of your problem.