iPhone app is ready and already submitted to the App Store. We now just waiting for apple to add it. Its already tested with version 7. We expect that in a few days you will be able to download it from the app store.
Blackberry app is currently in testing stage.
Android app is currently in development stage.
I already have the iPhone app in my device so here are some screen shots:
It was pleasure to meet you. everyone had such interesting and unique story. I've also enjoyed the conference so much and do not realize its already ended. I can not wait to next year conference. Looking forward to meet you again.
We will soon publish the conference presentations and videos and also many photos.
MMI_mike wrote:Is there any way to initiate a chat with someone that is on Terminal Services? Most of our users are thin clients running Terminal Services. The servers do have the agent running on them.
Mike,
Initiate chat with terminal session user is not available. I think this is good suggestion for next version. Ofcourse end users can initiate chat with support in a terminal services.
Firstly i love this feature been using it for the last two days dead handy when im on the phone i can chat to the users etc and they seem to like it.
However the big downsides for us are as follows
1. My desktop and start bar is always packed with open items so it is easy to miss the alert. Perhaps there could be a way to bring the window to the front or do something to draw your attention to the message.
2. Pretty much the same the Audio alert only rings once maybe a continuous ring and then a re ring every 1 minute you have not chated to some one. I should add to this my winamp plays all day long so it is easy to miss the beep but if you could have a longer ring you would not miss
3. I would like to see an option of once you as an admin sign in to sysaid your chat window is opened for you automatically.
4. Lastly can we personallise the message to the end user, instead of a support rep would like to talk to you "Jonathan would like to talk to you"
Keep up the good work a great new feature from a great software company
Jonathan,
Thank you for your feedback on the chat modules.
Actually SysAid try to bring the window to the front on new chat session. Its working fine in IE but Firefox just not bring the window to the focus. We are working to find solution to that. Mean while we suggest that you use IE for the chat.
Regarding the audio notification I think that longer ring will be annoyance to many users. Maybe we need to add a configuration for that.
Regarding 3 (open chat automatically). I think this is a good suggestion.
Thanks again for your feedback - I think that the key to success in that module is the usability. So please SysAiders write your feedback about using this module and suggest how it can work better.
1. Customer initiate the chat with the support. In that mode you do not need to install anything in the asset. This is 100% web based both for the end user and administrator. End users just need to click on the chat button in the end user portal or in any web site. You can take html code and put it in any website and you will have direct chat button to your help desk. You can see example in our website at http://www.ilient.com
2. Support initiate chat with an end user. This mode require that the end user will be logged-in to a computer that have SysAid agent. If SysAid install in "standard" IT environment then probably all assets have SysAid agent installed. So this will give you very powerful tool to ask your end users question directly or directly start chat to resolve a service request.
So what are the differences between SysAid chat module to other live chat software ? (search google for "live chat" )
1. Other live chat software only have mode 1 (customer initiate chat with support) only SysAid have mode 2: option to initiate chat with end user.
2. With SysAid the chat session is integrated with the helpdesk. You can create SR directly from a chat session or can select existing SR and associate the chat session with that SR. When you open SR you can see in one screen all the communication with end user including the chat session. When a customer open a chat with you you can see immediately all the open and closed tickets of that customer.
Inkaholic wrote:I have 3 problems with this currently.
First, some users are not available for the admin to initiate a chat session with. I know the agent is updated on the asset and the user is online. The user can initiate a chat with an admin but when the admin attempts to initiate a chat with the end user I get a message, User Not available. I know the user IS available because it is myself setup as a test user on a second workstation.
Secondly, when I, as an admin, initiate a chat with a user that is available, the end user does not receive a notification. Again, that end user can start a chat session but does not receive notification if I start it.
Third, if an end user closes their window without hitting the "Close" button, for example X's out of the window, the session stays open and will not close until the system ends the session. There is no way for the admin to end the session. Either allowing an admin to close a session would be helpful. Or perhaps changing the wording on the "Close" button, to "End Session" would be less confusing.
I have tested this with PC and Mac, Explorer, Safari and FireFox with the same results
Inkaholic ,
1. SysAid check if users can be available for chat by locating the user name in the "Users" list in at least one asset. Please check that your user in listed in the "Users" field in your asset.
2. This can happens if the end user is logged on to asset with old version. Please make sure you upgrade the asset.
3. The window close is a bug that will fixed in beta 2 (5.6.03) that should be sent next week. This will also fix the problems with Safari and Chrome for end users. It will also improve the initiate chat with end user ability from within a service request. In beta 2 you will not have to open the chat window to initiate the chat and also the chat session will be automatically assigned to the administrator and will be assigned to the SR.
When you asked that question I became curious how the support team configured that. Lucky me I have login details to the help desk so I checked it.......
The following code is the notification code I've found in our helpdesk. It just simple notification not escalation rule:
Regarding the first question -- There is a possible solution to send email to non end-users but it depends on your SysAid edition. Please open SR in our support and probably they will be able to help you on that.
This is a very interesting question. You mention two separate methods 1.failover server 2. load balancing. We have good experience in both methods when we implement failover and load balancing in our on-demand environment. I will discuss both methods separately.
1. Failover server – You can install SysAid in two servers (one “active” and one “passive”) and link them to the same database. Because SysAid have some services that run on the background like email integration and escalation rules you cannot let both servers run together. That means that the SysAid service in the “active” server is running and the SysAid service in the “passive” server is not running. In case of failure you need a script to start the service in the “passive” server and stop the service in the “active” server. The last question is how to redirect traffic to the running service. DNS setting is easy but you need to configure the DNS in case of failure. Another method is configuring IIS integration (or Apache integration) with tomcat so it will detect automatically failed server and direct traffic to the second server. Our support team can help you to configure IIS integration to do that. One problem of this method is that when IIS itself failed. If your main concern is to recover from failure and not performance I will recommend configuring a failover server.
2. Load balancing. I recommend doing that as a performance solution for very large installations. We implemented load balancing in our on-demand environments where many organizations (in all sizes) use our servers. In that implementation we have many nodes with tomcat that serving web requests. The web server has a load balancer component that distributes the web requests between the nodes. We also have other components that do some background tasks like the escalation rules and email integration. The load balancer also solves failure issues as it automatically stops sending request to a failure node. As this option is much more complex we cannot provide you with instruction on how to do that yourself and we need to do it as a special project. A simple and cost effective solution to use load balancer is to use our on-demand service. In that case your server will be pre-installed and no matter your size our cloud environment can handle it.
After months of anticipation and hard work on the part of our SysAid R&D team and SysAid Pathfinders, the wait is finally over. SysAid 6.0 is now available for your installation and use!
Kick start your week by downloading the new and improved SysAid. Release 6.0 has been especially designed for broader coverage of your day-to-day IT challenges, and offers a fuller and more extensive range of integrated SysAid capabilities and solutions than ever before. Follow this link to download SysAid Release 6.0.
Across-The-Board Innovations
We've added a whole host of cutting-edge new feature designs and enhancements across our range of existing SysAid modules. Experience the SysAid 6.0 difference, in our largest ever SysAid release to date. You'll find something new in almost every corner of SysAid waiting for you!
Try our latest Network Discovery SNMP and LDAP refresh for starters, or view our stylish new Managers Gantt Charts and customized Service Request Printouts options. Enjoy greater control over your IT environment with new mandatory and view only Helpdesk fields, plus enhanced security and search options. Boost your time savings with our SR Quick Lists, and enjoy our latest innovations to the SysAid Knowledgebase, End User Portal, Monitoring module and more.
New SysAid ITIL Package
Now you can leverage the full benefits of ITIL best practices in your organization at a fraction of the complexity and the cost, via our trademark intuitive and simplified SysAid form. Our latest SysAid 6.0 ITIL Package comprises two exciting new Problem Management and Change Management modules, and a reinforced CMDB module.
Drive your IT Helpdesk further with SysAid's new ITIL Problem Management module. Improve your root cause analysis by grouping SR incidents into higher level problem themes, and proactively target problem areas in your organization to minimize future recurrence of related incidents.
Enhance your ability to implement effective organization-wide change. Based on proven ITIL best practices including chain of approval, SysAid's new Change Management module can be tailored to suit any change scenario in your business environment. Customize multiple automated workflow processes and change templates, perform multi-level risk assessments and authorizations, set stakeholder tasks and more in the comfort of a full audit trail.
To celebrate the new release, we're offering an introductory 30% discount off the full price of the SysAid ITIL Package License until the 20th May, 2009! That's exactly one month from today to take advantage of the huge cost savings! Inquire today.
Want to find out how you can apply SysAid ITIL with maximum results? Join us for an in-depth demonstration in our upcoming free online Webinar: Introduction to SysAid ITIL Package on April 22nd, 2009. Sign up now, as space is limited.
Installing SysAid 6.0
Let's get started! Follow this link to download SysAid Release 6.0. If you're currently covered by our SysAid Support and Maintenance License, you will automatically be entitled to a free upgrade.
And finally, a word of acknowledgement and thanks to all our SysAid Pathfinders for your efforts in helping to bring SysAid 6.0 to today's general release.
Do you use SysAid for internal support (within you organization) or external support ? Also what type of support ( IT , software product, etc...) ?
For internal support most of the SysAiders use SysAid with Active Directory integration ( or other type of LDAP).
For external customer support ( non IT) you should consider to use SysAid CSS : http://www.sysaidcss.com which includes anonymous access to the serf service portal.
For external support - IT (such as service provider ) you should use SysAid (so you can use the asset management features) and can use the registration form suggested by Haim.
We'd like to welcome you to an exciting 2009 here at SysAid CSS. We have loads of fresh new projects and developments in the works, so get ready for more hot releases and useful updates coming your way in the year ahead.
First up, some good news. Two months after the launch of the SysAid CSS, we're pleased to offer you our latest development, the new SysAid CSS Relation Mapper, available in both Free and Pro editions.
The SysAid CSS Relation Mapper is a powerful means of storing an unlimited number of service elements like contracts, services, catalog items and key relationships that exist between them. Of course, you know your business best. That's why items and relationships in the Relation Mapper are fully customizable to suit your individual business environment.
We've all heard the old saying, a picture is worth a thousand words.
Here at SysAid CSS, we've taken that idea and turned it into a reality. Use the Relation Mapper to view significant interconnections and relations at a glance via our new and intuitive graphic format. The Relation Mapper is accessible from different screens in the CSS, so you can keep sight of the bigger picture while attending to the details.
Here are just a few other examples of what you can do:
Define an unlimited number of service items (eg. contracts and services) and key relations between these items
Store up to 250 attributes per item (eg. dates, numbers, notes)
Access an instant snapshot of all items surrounding your customer from regular CSS screens
Retrieve extended information with drill down options for each item
Automatically synchronize your existing database of Contacts, Accounts and CSS users (relationships between Contacts and Accounts are automatically set up for your convenience)
Tailor your own relation types to represent unique linkages between your defined items
As a distinct advantage of our on-demand hosting service, the new module has already been installed in your CSS and is now ready for you to enjoy. Your Contacts, Accounts and CSS users have automatically been imported into the Relation Mapper, and our quick reference guide is available on our Documentation page so you can get started right away. Try it out for yourself.
Log in to your account from here, using the 'Login' button in the top right hand corner. Don't forget that our Quick Guides are there to help you maximize the new benefits of SysAid CSS.
We'd also like to point out that this latest development was the result of the insightful feedback we received from our valued SysAiders, which is a key factor in our development process. We're constantly on the lookout for new and innovative ways to refine our product and improve your SysAid CSS experience, so please keep the comments rolling in. We're always keen to hear your thoughts.
Wishing you a happy and prosperous 2009.
Sincerely,
SysAid Technologies Ltd.
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