SysAid User Manual
SysAidUser ManualDocument Updated: 20 June 2010
NoticeCopyright 2004-2009 SysAid. All rights reserved.Document Date: June 20, 2010.Due to the inherently complex nature of computer software, SysAid does notwarrant thatSysAid software is: bug-free, will operate without interruption, is compatiblewith all equipment and software configurations, or will otherwise meet yourneeds.-3-1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
Contents of SysAid User ManualChapter 1 SysAid ModulesChapter 2 Installation and Successful LoginChapter 3 - Setting Up UsersChapter 4 Help Desk - An OverviewChapter 5 Inventory – Asset ManagementChapter 6 Monitoring ModuleChapter 7 Advanced ConfigurationsChapter 8 Managing Help Desk –Chapter 9 Reports in the AnalyzerChapter 10 Project and Task ManagementChapter 11 SysAid Manager DashboardChapter 12 IT BenchmarksChapter 13 SysAid ITIL PackageChapter 14 SysAid Chat ModuleChapter 15 SysAid Calendar ModuleChapter 16 SysAid SLA/SLM Module (Enterprise Edition only)Appendix 1Appendix 2Appendix 3Appendix 4Index-4-1 Hayarden St.P.O. Box 1142Airport City 252254256257260273SysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
SupportSysAid is committed to providing world-class technical support and professionalservices to its customers. Free support is included in every product purchase,the freeware edition, or the 30 day trial; this support is provided either bySysAid online, telephone, Skype, e-mail or MSN web messenger.Before Contacting SupportWe recommend that you do the following before contacting Support:Download and install the product. Review the information on the SysAid Supportpages (go to www.ilient.com and click on Support and then Guides or FAQs orsearch the Troubleshooting Section).Within SysAid interface, you may consult the Help file by clicking the questionmark iconat the left of the top bar. This will open a popup screen withspecific explanations about the page you are currently in. To navigate the helpfiles, you may click the help library tree that appears on the left of the popupscreen.1 SysAid Help Files-5-1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
Support Contact Information – helpdesk@sysaid.comWhen contacting Support, please include the following information, or have itavailable when calling: Your service request number. Your name, email address and phone number. Specific details about the problem, including system message,error codes and logs. Details about your system, including the operating system,hardware configuration, network details and other applicationsrunning on the system.-6-1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
Chapter 1 SysAid ModulesSysAid core product includes the following modules:HelpdeskAsset managementMonitoringReportingChatIT BenchmarkWith SysAid you will be able to:- Automate handling of service calls to reduce response time and improveservice- Lower down-time by using more efficient system management.- Create various escalation rules to secure your service quality at all times.- Improve efficiency of hardware and software Asset Management- Use integrated remote control capability to solve your users' IT issues quicklyand securely- Measure IT performance with detailed reports.- And much moreSysAid contains additional modules that are available for purchase:Tasks/ProjectsManager DashboardMonitoring (Server Monitoring and advanced monitoring capabilities)ITIL Package (Problem Management, Change Management and CMDB)You can also try for free a light edition of Help Desk and Asset Management ora full 30-day edition both options are available from our web sitewww.ilient.comThe extra modules are only available with the full 30-day free trial, or uponpurchasing the full edition of SysAid.-7-1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
A Brief Review of the Modules in SysAidBelow is a brief review of each module, and you can find a detailed descriptionof these modules later in this guide.SysAid Help Desk ManagementAutomate handling of service calls to reduce response time and improveserviceBased on parameters such as category and location, service requests can beconfigured to be rerouted automatically, change their priority or due date andperform other actionsService requests can be sorted according to user, due date and other fieldsDifferent views can be added to reflect customized outlooks on the Help DeskrequestsAdministrators can create escalation rulesService requests can be placed in a knowledgebase, which can be searchedeasilyEnd users and administrators are automatically notified about new, modifiedand escalated service requestsSysAid help desk offers you either a hosted online solution, or an installedsolution for your IT needs. The help desk provides you with a simple yetcomprehensive form that enables quick submission of service requests to an ITdepartment. The administrator interface hosts a wide range of functionalitiesthat assist you in managing a busy help desk:Features included: Comprehensive escalation functionalities Intuitive, customizable interface and efficient methodology Service request priority defined by pre-determined rules based oncategory, urgency, and other fields-8-1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
Automatic routing of service requests according to pre-definedparameters and priority Automatic logging of all service requests and corrective actions Customizable help desk interface allows sorting of service requests bytype, preferences, severity, and more Knowledgebase of important service requests Editable record of common problems & solutions for end users to browsethrough Full communication abilities--users can email, SMS, and instant-messageone another Automatic notifications, via email or SMS, of new, modified, andescalated service requests Customizable alert system highlights urgent, unresolved, or escalatedrequests User and administrator groups enable dividing the help deskinto logical units Supports access via mobile phones and PDAs. Multilingual capabilities.SysAid Asset ManagementLower down-time by using more efficient system managementImprove efficiency of hardware and software inventory managementDesktops, laptops, and other assets are listed and grouped using an automaticdeployment toolHardware and software changes are updated automaticallyAdministrators can have complete remote control of machinesEasy integration with external purchasing and ordering systems via XMLAll reported changes are saved in a permanent computer record, whichcontains hardware/software and service history-9-1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
SysAid offers asset management functions. SysAid scans the network of theorganization, and provides IT the necessary information. IT managers andadministrators can easily see information such as listed above without leavingtheir offices. SysAid retrieves the assets information automatically, which is byfar more effective than listing the data in a spreadsheet. SysAid AssetManagement is extremely useful, because it is impossible for IT to manually listall assets, the details of assets, and changes the assets go through.With SysAid: Network computers detected automatically; no need to input assetsmanually Hardware and software of assets are automatically detected anddisplayed; no need to input asset information manually Hardware and software changes on assets detected and updatedautomatically; SysAid keeps an updated picture of the network and itsmachines All reported changes saved in a permanent "asset record", which containshardware/software and service history Assets easily located using powerful search/listing functionalities Full and easy remote control of assets Assets interface with the help desk, displaying (and alertingadministrators of) service requests associated with them Easy integration to external purchasing and ordering systems via XML Tracking of software and supplier catalogues Enabled feedback about your Helpdesk services from end users.- 10 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
MonitoringConstant tests for memory usage, hard disk usage, vital OS services andprocesses, network services, software and hardware updates and moreA warning or error notification will be sent to you when something iswrong. SysAid can open an automatic service request, notify you by email,or even send you an SMS messageYou can see a visual representation of all the monitoring tests on daily,weekly, monthly and yearly graphsConfigure monitoring templates for any number of servers or workstationsWith the SysAid monitoring tool: Ensure utmost functionality of all your network components, from yourmost vital network applications, your servers, and down to eachindividual workstation on your network. Servers monitoring and workstations monitoring. Configure the necessary checks that will be preformed on each asset oron a group of assets yourself. Create special templates composed of different series of checks that canthen be assigned to the relevant assets.Please note: the monitoring module exists in a limited version in the FreeSysAid Edition. To learn more about the SysAid Monitoring module, check thecomplete SysAid Monitoring Guide tomatic, pre-defined reports on help desk activity, service quality,hardware/software inventory and moreReports can be configured to match administrators' needs- 11 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
Manager DashboardAn immediate and customizable graphic Dashboard overview of the state ofaffairs in your organizationA wide choice of reports that can be scheduled, customized and sent todifferent usersVarious possibilities for modifying reports according to your specific needsor creating entirely new reportsProjects and TasksAllows you to create, list and manage projects and tasksTracks work progress and resource useAllocates time wiselyKeeps record of all activitiesStores relevant documentationGraphical Gantt chart of the projects and tasks- 12 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
ITIL PackageThe Information Technology Infrastructure Library (ITIL), is an internationalframework of best practices for IT management and service quality, released bythe UK Office of Government Commerce (formerly CCTA).SysAid was established in 2003 on core ITIL principles which have since providedthe foundation for all future SysAid Research and Development designs. Overthe years, we have continued to develop in accordance with ITIL methodology,and remain dedicated to bringing ITIL best practices to your IT environment.SysAid CMDBSysAid CMDB allows you to Keep track of significant elements in your ITnetworkHolds an unlimited number of CIs of all typesAllows more than 250 customizable fields - to fit your exact needs.Helps you predict the influence of changes in your network on futuredevelopments and business impacts.ITIL Problem ManagementAnalyzing root incident causesProactively handling problem areas to minimize incident recurrence andbusiness impactGrouping isolated SRs into related problem themesKnowledgebase of known errors and work-around methods.Helps you proactively eradicate root problem causes in your organization.- 13 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
ITIL Change ManagementHandle process framework for implementing effective organizational changeMinimize the risk of business exposure and service disruption.An unlimited number of change processesCustomizing options to suit any change scenario in your organization.Automate workflow approval processes with ITIL's proven chain of approval.Apply pre-defined change templatesPerform multi-level risk assessments and authorizations with a full audit trail.Set secure notes, tasks and permissions for multiple stakeholdersAnd more.- 14 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
Chapter 2 Installation and Successful LoginIf you have purchased SysAid Hosted Online Solution, please go to SysAid ondemand online Solution (below) for login details. If you have purchased theinstalled solution for your server, installation instructions will now follow.InstallationPlease go to the following document for detailed installation instructions:Guide 1: Installing the SysAid Serverhttp://www.ilient.com/down/installation guide.PDFThe installer asks you what language you would like as the default language forSysAid. For detailed instructions on setting up language consult Chapter 7: Toolsfor Customization in SysAid.Logging InThere are two options to login to SysAid. Either you will access SysAid OnDemand Online Solution from the Internet or you will install SysAid on yournetwork.SysAid On-Demand Online SolutionUpon ordering the on-demand online solution of SysAid, you were supplied withan Account ID, Username, Password, and login URL. Use your details to login toyour SysAid On-Demand Edition. You can also be provided with a unique domainupon request. The account compartmentalizes your network as to distinguish itfrom other networks that use SysAid online solution. No account has access toany other account, and one account is enough for even the largest supportteam:support@sysaid.com- 15 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
Accessing SysAid on the NetworkWith the installed edition, open any internet browser.Input a URL in thefollowing form:Http:// server IP :port Server IP refers to the IP address of the server SysAid is installed on (IPv6 issupported by SysAid). Port is the port number SysAid is listening on. If the portis 8080, you do not need to enter it, since browsers assume port 8080 bydefault. You specified the port number when installing SysAid. If you are usingthe computer SysAid is installed on, you already have a shortcut under yourStart menu. You can now start SysAid using this shortcut.When SysAid loads, input your Username and Password and make a note of itEnter your Username and Password. Upon installing SysAid on your network,you, the main administrator, were prompted to create an administratorusername and password during the installation setup. Please make a note ofyour Username and Password.If you forget your main administrator username and password you can reset thispassword. Note that if your database type is Derby, you would have to go to"services.msc" and stop the "Sys Aid Server" service before running thiscommand.1. Open CMD2. Change the directory to "C:\Program Files\SysAidServer\util"(cd C:\Program Files\SysAidServer\util)3. Type "ResetPassword" and click Enter.4. You will receive a list with the available account Ids- 16 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
5. Type “ResetPassword account id” . Please make sure you type theaccount id from the list above correctly, since it is case sensitive. If youwill not type it correctly it may cause a corruption in your database.Now click the Submit button to login.All users should see the following login screen.2 Log-in via SysAid on your networkIf an ordinary administrator has forgotten his/her password, they can click thelink Forgot your password? In the login page, and reach the following screen:- 17 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
3 Forgot Password ScreenOnce logged-in, administrators will navigate to the administrator interface.4 SysAid Welcome Home Page- 18 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Release 7.0Tel (Israel): 972 3 533 3675Fax (Israel): 972 3 761 7205E-mail: info@sysaid.comToll Free center (U.S): 800-686-7047Tel (U.S): 1 617 275 5562Fax (U.S): 1 617 507 2559
Following successful login, you can commence to deploying and configuring thesystem.The Three Interfaces in SysAidSysAid contains three portals: the end user interface, the administratorinterface, and the manager interface.In SysAid there are three types of user: end users, administrators and managers.The end users can submit service requests via the SysAid interface, email,telephone or a customized web page. The administrators are able to respond toincoming service requests, to configure settings in the help desk and assetsetting, or in the Projects and Tasks SysAid modules. The managers can review,generate and send automatically scheduled reports, as well as to have a quickoverview through the dashboard in the Manager Dashboard.End User InterfaceFrom this portal the end user can access several pages: the submission form forsending his/her service requests; self service page, to review common problems(if enabled); a page to review old service requests, and a page to re-design theirown user settings. End users can search, print, or export to a CSV file their ownservice requests. End users who are supervisors can also view their supervisedservice requests. The end user has no access to the administrator interface or tothe Manager Dashboard.- 19 -1 Hayarden St.P.O. Box 1142Airport City 70100IsraelSysAid User Manual Releas
SysAid online, telephone, Skype, e-mail or MSN web messenger. Before Contacting Support We recommend that you do the following before contacting Support: Download and install the product. Review the information on the SysAid Support pages (go to www.ilient.com and click on Support and then Guides or FAQs or search the Troubleshooting Section).
SysAid CMDB Guide Release 6.5 1 6 Hamasger St . P.O.BOX 1010, Or-Yehuda, 60223. ISRAEL . Clicking the button Select a Destination CI will open a popup with a list of all your CIs. To attach any asset to a CI: . the source of the CI. SysAid CMDB Guide Release 6.5 8 6 Hamasger St . P.O.BOX 1010, Or-Yehuda, 60223. ISRAEL
Port Scanning When unauthorized port scanning is detected by AWS, it is stopped and blocked. Port scans of Amazon EC2 instances are generally ineffective because, by default, all inbound ports on Amazon EC2 instances are closed and are only opened by customers. SYSAID CLOUD SECURITY AND COMPLIANCE STANDARDS 10
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