Latest topics for the forum "SysAid Installation & Beyond"

sysaid install

mikeg — GMT

Ok I followed the install procedure for sysaid server on a 2008 server it completes successfully, and i am able to install sysaid on workstation but the workstations cant open sysaid, it gives me a page cannot be displayed. I used sysaid before at a previous employer and kind of remember an iis configuration but not sure if that was the case. Do I need to set up the web site on iis? if so where are the instruction to this? why cant any machine connect to the site?

Upgrading...what to download: Enterprise or Pro?

Evan — GMT

Currently we are using 5.6.03 and have recently renewed our maintenence license. I am looking to upgrade to the latest version.

I will be doing the upgrades in the next day or so.
An email from SysAid explains to update in this order 5.6.03-> 5.6.09-> 7.0 -> 7.5 ->-8.0 --> 8.1

I have two questions...

[b]1- After installing 5.6.09; do i need to copy the new activation.xml file to the web-inf\conf folder [i]in order to install 7.0?[/b][/i]

[b]2- After installing 7.0, do I download the Enterprise version or the Pro version for 7.5, 8.0, 8.1.[/b]

Not quite sure what to do here.

Thanks for your help!

-Evan

v8.1 Free Database Problem?

MSCFAdmin — GMT

I'm attempting to install the free version of 8.1.03. Whenever the service starts it immediately stops. At first I thought it wasn't installing the DB since it never asked what type of DB to use, but I finally found the derby files.

Not sure where to go from here. I played around with the "startDerby.bat" utility but that didn't do me any good.

***edit***
I did a complete uninstall and re-install. Still not working. Here is the log file from \SysAidServer\root\WEB-INF\logs

2012-01-31 15:56:56,582 [main] INFO com.ilient - Checking license....
2012-01-31 15:56:56,785 [main] INFO com.ilient - SysAid Version: v8.1.03
2012-01-31 15:56:56,863 [main] INFO com.ilient - License found: ActivationAccountID: free
2012-01-31 15:56:56,863 [main] INFO com.ilient - Expiration date: unlimited
2012-01-31 15:56:56,863 [main] INFO com.ilient - ActivationAssets: 100
2012-01-31 15:56:56,863 [main] INFO com.ilient - ActivationEndUsers: 100
2012-01-31 15:56:56,863 [main] INFO com.ilient - ActivationAdmins: 2
2012-01-31 15:56:56,863 [main] INFO com.ilient - ActivationManagers: 0
2012-01-31 15:56:56,863 [main] INFO com.ilient - ActivationMonitoring: 1
2012-01-31 15:56:56,863 [main] INFO com.ilient - CMDB: false
2012-01-31 15:56:56,863 [main] INFO com.ilient - Task_And_project: false
2012-01-31 15:56:56,863 [main] INFO com.ilient - ITIL: false
2012-01-31 15:56:56,863 [main] INFO com.ilient - Chat: true
2012-01-31 15:56:56,863 [main] INFO com.ilient - SLA: false
2012-01-31 15:56:56,863 [main] INFO com.ilient - Password Services: false
2012-01-31 15:56:56,863 [main] INFO com.ilient - Concurrent RCG sessions: 1
2012-01-31 15:56:56,863 [main] INFO com.ilient - Sysaid Edition: Free
2012-01-31 15:56:56,863 [main] INFO com.ilient - Product Type: SysAid
2012-01-31 15:56:57,113 [main] INFO com.ilient - checking database configuration....
2012-01-31 15:56:57,301 [main] INFO com.ilient - SysAid Version: v8.1.03
2012-01-31 15:56:57,785 [main] INFO com.ilient - Derby network server started on - localhost:1527
2012-01-31 15:57:00,082 [main] INFO com.ilient - Checking network configuration....
2012-01-31 15:57:00,270 [main] INFO com.ilient - SysAid Version: v8.1.03
2012-01-31 15:57:09,504 [main] INFO com.ilient - Setting default language....en_US,defaultLangageIndex=0
2012-01-31 15:57:09,691 [main] INFO com.ilient - SysAid Version: v8.1.03

***another edit***
Now the SysAidServer isn't even showing up in services. Gonna leave it alone now until somebody has a suggestion.

SysAid web login service shutting down on server

Ron H — GMT

Hello,

We currently have SysAid Pro Plus edition (version 8.1.02) installed on our web server. At least once or twice a week, we get an error message that says that the service is unavailable. The only way to solve the problem is to log in to the server, go into "services", stop the SysAid service, and then restart it. This works every time. However, it's a pain to have to restart the service every week.

SysAid is the only service running on our server that requires this type of weekly maintenance, and there's no predicting when the service will get hung up like this. Is there a work-around for this issue?

Configuring SysAid for Different Types of Teams

TTI — GMT

Is it possible to set up one installation of SysAid to handle two fairly dissimilar teams? For example, we have one team (Team A) that pretty much only handles tech stuff for average users; we have another team (Team B) that handles software and administrative requests for admin users. Both teams have the same Director. Ideally, we would like all members of Team A to be Administrators, but only for Team A SR's (not for Team B SR's), and vice versa. We would want the Director to be able to see, and be an Administrator of, either Team A or Team B SR's.

The nature of the Teams is different enough that the lookups as far as urgency, priority, etc., would not necessarily pertain to each other. We [i]can[/i] separate out which types of SR's should be categorized to which team based on the first level category (Help Desk Settings | Categories). But it's not exactly clear how (or if) we can customize separate look-ups.

Any help?

email integration stop freqently

laiwei — GMT

I have made a setting for both incoming and outgoing email.
It has worked fine for a while but it stops suddenly.
Firstly, we re-created the setting then it got started.
Shortly later, it stopped again.
Secondly, we erased all email messages stocked in the target mailbox and then it got started again.
And now, it has stopped again.

What can I do for fixing this situation?

I think our setting may cause it but I am not sure what is it.
These settings below may cause something??

1. outgoing email setting and incoming email setting use different server.
2. those servers locate in remotely, one is in US and another is in JPN.
3. we have multiple setting for email integration.
4. outgoing email setting is same in those, but incoming email setting is different each other.
5. outgoing email domain and incoming email domain are different.

Or am I completely wrong???

Replacing the SSL certificate on Sysaid 8.0.07 server

Bryan Hunt — GMT

Hello,

I have seen some scattered articles about installing an SSL cert into the Sysaid/Tomcat environment, but I have not been able to get the process to work.

What I have:
- An exported .pfx file with: the private key; the certificate; two chain certificates for the CA.
- OpenSSL installed.
- Keytool installed.
- Keystore Explorer 4.0.1 installed.

There is already a .keystore file for the server, but the certificate has expired. So no need to update the config files for Tomcat, just need to generate a proper .keystore file.

My understanding of what I need to do is export the private key and the 3 certificates from the .pfx file and import them into a new .keystore file. Them move the .keystore file to the Sysaidserver directory and restart the sysaid service.

If this is correct, can someone detail the exact steps/commands to use to execute the export/import process.

Thanks for any help that you can give.

Bryan Hunt

Problems upgrading 7.5 to 8.0

chris.f — GMT

We are using the free version of sysaid. We were using 6.0.09 for several years and now we are upgrading to 8.1.
We were able to get up to 7.5 just fine. When we install 8.0, everything reverts back to a new install. I have checked several times and re-downloaded the upgrade program. I have confirmed that we are using the upgrader and not the full installer.
We are using a VM server so we just roll back when this is not successful and try again.

Any ideas?

Running Windows 2003 Server

Upgrade SysAid 7.5 to 8.1

Jenny — GMT

Has anyone had any experience with upgrading SysAid version 7.5 (Enterprise) to 8.1? We are looking to apply this upgrade and just want to know if anyone has had any issues with this or if it is a straightforward upgrade.

Task Notification-Generated SRs - - - Possible to have them automatically link to the Task?

TracyT — GMT

Hello All;

I apologize if already discussed, but I haven't found it anywhere in the forum. I like the ability to generate an SR with a Task Notification. However, is there a way to set it to automatically link to the Task it is notifying/creating the SR for? It seems kind of silly to ask my Admins to do it manually when they work the SR.

Thank you!

Move mysql db from one drive to another

Cybervic — GMT

Hi, is there anything in sysaid that need to be changed if I move the mysql db to another drive? I'm running out of diskspace and need to add more space.

Thanks

Wikus

Create relay on exchange 2007

vikas3576 — GMT

I am using sbs 2008 and did new migration to this server from sbs 2003.

Exchange 2007 on sbs 2008 with sysaid 6.5.04. I enabled pop on exchange server , Sysaid can receive emails using ssl and pop settings but cannot send emails. I tired using ssl and without on Outgoing emails settings on sysaid

I tired searching around and created relay connector but unsuccessful in resolving this.

Please help to create proper relay on exchnage 2007 so sysaid can send emails

I would appreciate a quick response

Connecting to MS SQL 2008 R2 named instance

GMurison — GMT

I submitted my db to be converted by Support, we was done rather quickly I might add.
The problem I am having is that after making the required changes to the server.conf, the windows service starts, but I am unable to connect to the login page.
I submitted a reply to the existing service request, but this may be faster in my experience.

Here is the applicable portion of the current server.conf:

net.sourceforge.jtds.jdbc.Driver
jdbc:jtds:sqlserver://SQL:1433/Sysaid;domain=DOMAIN
sysaidsqlsrv
*******
mssql
utf-8
false
ilient

It has been a really long time since I have had to work on this application (a good sign), so I can't even remember what logs to check.

I ssee this in Wrapper.log:
INFO | jvm 1 | 2011/12/28 11:10:13 | INFO: Starting Servlet Engine: Apache Tomcat/6.0.26
INFO | jvm 1 | 2011/12/28 11:10:16 | Dec 28, 2011 11:10:16 AM org.apache.catalina.loader.WebappClassLoader validateJarFile
INFO | jvm 1 | 2011/12/28 11:10:16 | INFO: validateJarFile(E:\SysAid\SysAidServer\tomcat\webapps\..\..\root\WEB-INF\lib\servlet-api.jar) - jar not loaded. See Servlet Spec 2.3, section 9.7.2. Offending class: javax/servlet/Servlet.class
ERROR | wrapper | 2011/12/28 11:37:41 | Shutdown failed: Timed out waiting for signal from JVM.
ERROR | wrapper | 2011/12/28 11:37:41 | Java Virtual Machine did not exit on request, terminated
STATUS | wrapper | 2011/12/28 11:37:41 | <-- Wrapper Stopped

Am i missing the sql jar file?

High Availability

CS — GMT

I am sure this was asked before but i could not find any information on the installation notes about HA or DR for your product.

We are in need of providing High Availability for Sysaid between two datacenters.

The plan is to use SQL DB and mirroring (and use a SQL alias name) or DB Replication (if supported)

Install one Sysaid Web server in each Datacenter and point the servers to the DB Alias name.

Use a Global Site load Balancer (Citrix Netscalers) to load balance the user requests to the site where services are available.

In case of a Sysaid web server is down user requests would be serviced by the other Sysaid server from the other datacenter automatically via the GSLB.

The SQL alias name is also a GSLB service setup in Active/passive, once we failover the DB mirroring we would then change the GSLB service to the other datacenter (no need for DNS changes/updates)

Can sysaid provide some sort of tested/supported configurations for HA/DR installations for companies that require this type of HA/DR? (and no we cannot use your hosted solution)

new and need some help

puzi — GMT

hey
i just installed sysaid system on a linux server
some details:
debian 6.0.3 /64bit
linux 2.6.39-bpo.2-amd64
Apache Tomcat/7.0.23
jvm version 1.6.0_26-b03
sysaid 8.1.03 free
mysql db

the system is up and running very well
but i have some problems with hebrew
when i submit a new ticket or a new "news" entry i got question marks instead of hebrew,
the phenomena seems to appear on any browser/OS, ie/chrome/opera/ff, xp/vista/7/android.

the locale of the server is he_IL.UTF-8
the date of the server is Asia/Jerusalem.

thanx in advance
puzi