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The SysAid FAQ — List 3
Here you will find FAQs
regarding SysAid's features and usage.
What is the difference between an administrator and an end-user?
An end user can submit service requests (bug
reports, requests for help, etc.). An administrator can review
these service requests and solve them.
An administrator can also configure SysAid by
creating/deleting categories, users, rules, and more.
What is the knowledgebase?
The
knowledgebase is a collection of service requests deemed particularly
worth remembering. The knowledgebase can be searched seperately.
When searching for service requests, SysAid will also offer links
to newsgroups about the keywords searched for.
What is an escalation rule?
When a certain condition is met, you might want
a service request to escalate. When a service request escalates,
it performs a predefined action.
An escalation rule, therefore, contains these
two elements: a condition, and an action to perform when this
condition is met.
An example will clarify matters. Say that SysAid
administrator Bob often forgets to solve service requests. If,
within a month, he neglects to solve a service request assigned
to him, you want SysAid to automatically email him the message,
"Solve your service request!" Our condition, therefore,
is that a service request be open, a month old, and assigned to
Bob. The action is to email Bob. This is our escalation rule.
Now, whenever Bob fails to solve a service request on time, the
service request will escalate, and SysAid will automatically remind
Bob to solve it.
This was just one example. Various other conditions
and actions are possible.
What is the Analyzer?
The Analyzer lets you view various reports on
service requests, service quality, the hardware and software of
computers, and more.
How to
remote control an asset? When I click
the remote control link, I see only a callback IP address.
First you, the administrator, need to install
the SysAid administration tools into your workstation.
Then, run the SysAid remote control tool from
Start->Programs->SysAid. You will see an icon in your tray
bar. The remote control now listens to callbacks. The default
port is 4228, but you can change it by right clicking the tray
icon.
Now, when you select the remote control link,
the remote computer will contact your workstation by the IP and
port that were specified in the parameter in the screen. You can
change the parameter if the automatically detected IP is not correct
for your network.
All this allows you to remote control a computer
behind a firewall!
I'm using the free version of SysAid. How can I read its
database?
The free version uses a firebird database (http://firebird.sourceforge.net).
The database is located in ...\SysAidServer\firebird\SYSAID.GDB.
You can use any database administration tool (for example, aquafold.com)
to access the database. Of course, you will need some knowledge
of working with databases.
Consult your ...\root\WEB-INF\conf\serverConf.xml
to see the JDBC parameters SysAid uses to connect the database.
How can I set locations in SysAid?
A user or asset can be
listed under a certain location. On the user's or asset's display
page, the location can be chosen from a dropdown list.
To edit the list of locations, go to Preferences/Account
Defaults/Customized Lists. Select the location list.
Why can't I delete service requests from the database?
You don't need to delete
old service requests. SysAid ignores service requests with a "deleted"
status, and only views them if you tell it to. Once you change
requests' status to “deleted”, you can forget about them.
When I try to remote control a computer, I receive a "Remote
control forbidden on this computer" error. How may I remote
control the computer?
When you log into SysAid,
go to Preferences-->RC Settings. There, you can choose to enable/disable
remote control for your computers.
Can I access the free version's database with ODBC?
The free version uses the
Firebird database. There are many ways to access Firebird databases,
among them also ODBC. You can learn about Firebird at http://firebird.sourceforge.net.
You can view the database
parameters in your serverConf.XML file (located at root\WEB-INF\conf).
Database documentation
is available upon request.
If I upgrade from the free version to the full version, will I
need to create my users again?
If you upgrade to the full version, you can keep
using the same database, so your users will still be there. In
the full version, you can also import users from your LDAP.
How do I create an FAQ for end users?
Optionally, you can create a self service screen
for end users. End users can view this screen from the End User
Portal. This lets them find solutions to common problems themselves,
sparing administrators from answering recurring questions.
When you are logged into SysAid, click “Preferences” in the sidebar,
then “End User Portal”.
The self service screen appears within the End User Portal, so
both must be enabled. Select the checkmarks next to “Enable End
User Portal” and “Enable Self Service (FAQ)”.
Next, click on the link “Edit End Users’ Self Service”. You will
reach a screen where you can create and edit FAQ items. End users
will see these items when logging into the portal.
Click on “Add New FAQ”. You will reach a form for adding an FAQ
item. Select a category, input the common question, and input
the solution. In the self service screen, the FAQs will be sorted
by category.
The FAQs you add will be listed in the “Edit End Users’ Self Service”
screen. Click “Modify” next to an FAQ item to edit it. Click “Delete”
to delete it.
How do I move SysAid to a new server when using the built-in
Firebird database?
Perform the following steps to move SysAid and
the Firebird database onto your new server:
Step 1: On the old server, stop the “Sys Aid Server” service.
How to locate and stop services depends on your operating system.
In Windows XP, for example, find your services under Control Panel
à Administrative Tools à Services.
Step 2: On the old server, stop the “Firebird Guardian” service.
Step 3: Install SysAid on the new server using the installation
wizard.
Step 4: On the new server, stop the “Sys Aid Server” service.
Step 5: On the new server, stop the “Firebird Guardian” service.
Step 6: Replace the new database file with the old one. The SysAid
database file is located under your SysAid root folder at ...\SysAidSever\firebird\SYSAID.GDB.
Step 7: On the new server, start the “Firebird Guardian” service.
Step 8: On the new server, start the “Sys Aid Server” service.
How can I backup the built-in Firebird database?
There are two ways to backup the built-in database.
1. Warm (online) backup:
Use the gbak program in the firebird\bin directory to backup without
stopping the database:
gbak -c -v -user sysdba -password masterkey "localhost:C:\Program
Files\SysAidServer\firebird\SYSAID.GDB" <path to backup file>
2. Offline backup:
Step 1: Stop the "Sys Aid Server" service. How to locate and stop
services depends on your operating system. In Windows XP, for
example, find your services under Control Panel à Administrative
Tools à Services.
Step 2: Stop the "Firebird Guardian" service.
Step 3: Backup the entire database file (SysAidServer\firebird\SYSAID.GDB).
Step 4: Start the "Firebird Guardian" service.
Step 5: Start the "Sys Aid Server" service.
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 relevant,
please attach a screen capture as well. These will help us determine
the source of your problem
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