Manual sysaid

SysAid

™

User Manual

Document Updated: 10 November 2009

Notice
Copyright © 2004-2009 SysAid. All rights reserved.

Document Date: November 10, 2009. Due to the inherently complex nature of computer software, SysAid does not warrant that SysAid software is: bug-free, will operate without interruption, is compatible with all equipment and software configurations, or will otherwisemeet your needs.

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SysAid User Manual Release 6.5

6 Hamasger St . P.O.BOX 1010, Or-Yehuda, 60223. ISRAEL

Tel (Israel): +972 3 533 3675 Fax (Israel): +972 3 761 7205 E-mail: info@ilient.com

Toll Free center (U.S): 800-686-7047 Tel (U.S): +1 617 275 5562 Fax (U.S): +1 617 507 2559

Contents of SysAid User Manual
Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11 Chapter 12 Chapter 13 Chapter 14 Appendix 1 Appendix 2 Appendix 3 Appendix 4 Index SysAid Modules Installation and Successful Login Setting Up Users Help Desk - An Overview Inventory – Asset Management Monitoring Module Advanced Configurations Managing Help Desk – Advanced Settings Reports in the Analyzer Project and Task Management SysAid ManagerDashboard IT Benchmarks SysAid ITIL Package SysAid Chat 7 15 22 51 76 117 119 158 199 206 208 210 211 211 218 220 221 224 236

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SysAid User Manual Release 6.5

6 Hamasger St . P.O.BOX 1010, Or-Yehuda, 60223. ISRAEL

Tel (Israel): +972 3 533 3675 Fax (Israel): +972 3 761 7205 E-mail: info@ilient.com

Toll Free center (U.S): 800-686-7047 Tel (U.S): +1 617 275 5562 Fax (U.S): +1 617 5072559

Support
SysAid is committed to providing world-class technical support and professional services to its customers. Free support is included in every product purchase, the freeware edition, or the 30 day trial; this support is provided either by SysAid online, telephone, Skype, e-mail or MSN web messenger. Before Contacting Support We recommend that you do the following before contactingSupport: 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). Within SysAid interface, you may consult the Help file by clicking the question mark icon at the left of the top bar. This will open a popup screen with

specific explanations about the page youare currently in. To navigate the help files, you may click the help library tree that appears on the left of the popup screen. 1 SysAid Help Files

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SysAid User Manual Release 6.5

6 Hamasger St . P.O.BOX 1010, Or-Yehuda, 60223. ISRAEL

Tel (Israel): +972 3 533 3675 Fax (Israel): +972 3 761 7205 E-mail: info@ilient.com

Toll Free center (U.S): 800-686-7047 Tel (U.S): +1 617 275 5562Fax (U.S): +1 617 507 2559

Support Contact Information – helpdesk@sysaid.com When contacting Support, please include the following information, or have it available 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.

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Details about your system, includingthe operating system, hardware configuration, network details and other applications running on the system.

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SysAid User Manual Release 6.5

6 Hamasger St . P.O.BOX 1010, Or-Yehuda, 60223. ISRAEL

Tel (Israel): +972 3 533 3675 Fax (Israel): +972 3 761 7205 E-mail: info@ilient.com

Toll Free center (U.S): 800-686-7047 Tel (U.S): +1 617 275 5562 Fax (U.S): +1 617 507 2559

Chapter 1SysAid Modules
SysAid core product includes the following modules: Helpdesk Asset management Monitoring Reporting Chat IT Benchmark With SysAid you will be able to: - Automate handling of service calls to reduce response time and improve service - Lower down-time by using more efficient system management. - Create various escalation rules to secure your service quality at all times. - Improve...