Setting Up SysAid

Here you will find FAQs about installing, integrating, and customizing SysAid.

I have ordered a trial version of SysAid. How do I start using it?
For information on setting up SysAid, please read the Getting Started Guide (Guide 3).

When installing the Administrator Tools, how do I fill out the Account Information screen?
The account information screen looks like this:

Into the field "SysAid Server URL", input the address of the server SysAid is installed on. For example, if the server has an IP address of 82.166.145.23, input "http://82.166.145.23" into the field.

Into the field "Account ID" input your account ID, which you can see in the top bar of SysAid.

Your Serial Key appears on the Download page in SysAid. Simply copy the key from SysAid, and paste it into the wizard.

How do I add computers to SysAid's list of assets?
There are three methods:

Automatic deployment with the deployment tool (for Windows NT, Windows 2000, and Windows XP computers).

Automatic deployment with a login script.

Manual installation.

You can find details about these methods in the Getting Started Guide (Guide 3).

Can SysAid connect with the Active Directory or other LDAP servers?
In the Full Edition, yes. SysAid can connect to the Active Directory (or another LDAP server) and import all users. Users will be able to log into SysAid using their usual username and password; the authentication occurs in the Active Directory.

How can I install the SysAid Agent on WAN/remote location in order to keep track of an asset and perform remote control?
In order to have the SysAid agent installed on remote LAN in order to track an asset and to have the ability to remote control it you have to do the following:

Your SysAid Server has to have a Public/External IP/hostname, or it must in the DMZ - meaning you need to have access to the SysAid Server application from the Internet.

Then you need to install the Administrator Tools on one of the machines on the Remote LAN.
On the remote location, you can download and install Administrator Tools by logging on to your SysAid server as an administrator and download and install the Admin Tools from the Downloads page.

When installing the Admin Tools in the Server URL you will have to enter your SysAid Server Public / External IP, so that this machine will be able to communicate with the server.
The serial and Account ID are the information that is displayed in the lower part of the Downloads page.

After you have installed Admin Tools correctly you can use the Deploy SysAid tool in order to automatically deploy the Agents across the LAN of your remote location.

After the deployment (which takes several minutes or more - depending on the amount of assets and connection to the SysAid server) you should see those assets in your System >Asset List page / My Network Assets page.

How can I disable remote control confirmation by the end user ?
Disabling end user confirmation for the remote control can be performed in one of the following methods:

In the Deploy Tool go to Edit > Settings > Uncheck the "End Users must confirm remote control" box.
Save changes and redeploy the agent across your network.

Another option is to change this setting in the registry on the client computer (you may also define a reg file that you will execute with a login script that will change this setting on all machines).
The registry key you need to edit is: HKEY_LOCAL_MACHINE\SOFTWARE\Ilient\Agent
Edit the "ConfirmRC" data and change it to "N".

How can users submit service requests via email?
You need to create a special email account for the help desk, e.g., helpdesk@yourcompany.com.

Then go to Preferences > Help Desk Settings, and fill in all the email integration settings.
Specify how to login to your email server and get emails from the help desk account, and the default category and urgency for new service requests received by email.

How do I change the hotkey (F11)?
Once SysAid is deployed across your network, users will be, by default, able to launch the system by clicking F11.

SysAid is normally deployed using the Deployment Tool (which you can learn about in Guide 5:The Deployment Tool).
In the Deployment Tool, click on Settings in the top menu, and you will find an option for changing the hotkey.

If you have already deployed SysAid, and would like to change the hotkey, you must redeploy SysAid by using the tool again.

How can I customize SysAid?
Here are some ways you can customize SysAid:

1. End user screens

SysAid administrators can control the screens end users see. An FAQ (maintained by the administrators), and a list of the user's previous service requests, are optional.

2. Notifications

SysAid sends various, automatic notifications (for example, on new, modified, or escalated service requests). Administrators can change the content of these notifications, control their destination, and choose their form (Email, SMS, or instant message).

3. Helpdesk categories

Administrators can create their own help desk categories (such as "hardware", "software", etc.), sub categories (such as "Word" or "Outlook"), and third level categories.

4. Helpdesk statuses

Administrators can create their own help desk statuses, such as Urgent, Normal, or Low.

5. Locations

Administrators can list various locations of assets, such as "Sales Department", "Third Floor", etc. The list will appear across the system, allowing administrators to search or list assets by their location.

6. Priorities/Urgencies

Administrators can create their own lists of priorities (determined by the system based on predefined rules) and urgencies (which the end user chooses when submitting the service request).

7. Help desk settings

Administrators can modify various help desk settings, such as:

* Whether to email the responsible administrator when the service request changes.

* The default priority.

* Sending a notification to a certain administrator about service requests above a certain priority.

* Whether to notify the end user when his/her service request changes.

* Whether to enable third-level categories.

* Rules for automatically determining service requests' priority.

* Rules for automatically determining service requests' due date.

8. Escalation rules

Administrators can create various escalation rules, based on various parameters.

How do I set up email authentication?
To set up email authentication, please complete these steps:

1. Open the SysAid configuration file
(...\SysAidServe\root\WEB-INF \conf\serverConf.xml) in notepad.

2. After the line "<smtpHost>HOST</smtpHost>", please add the following:
<smtpUser>USER</smtpUser>
<smtpPassword>PASSWORD< /smtpPassword>

3. Save the file and restart the "Sys Aid Server" service.

What are Web Forms ? How do I use them ?
The web forms can be used for submission of Service Requests (SR) by users who are not SysAid users yet.
In the Web Form they will submit an SR and by providing the required information they will be automatically created as users in SysAid.
The Web forms tab allows you to design a form - add the needed fields to it, then you can preview how it will look, and then generate an HTML code that you can input in your web site / portal from where you want your users to submit a service request even if they are not SysAid users yet.

Here is an explanation of how you can do it:
Go to Preferences > Customize > Web Forms. Click New. Choose the fields you want to appear in the web form.

NOTE! We have  discovered a small bug in this feature, and if you are adding more fields from the available fields and you do not change their order or click Save - if you will try to click on preview or HTML you will receive a blank page.
So if you add more fields to the standard form change their order (even back and forth) or click "Save" and then "Modify" and only then click on "Preview" or "HTML Code".

Once you have generated the HTML Code you can insert it into a page on your web site from where you want your users to sign up for SysAid and submit service requests.

Your question was not answered here?
Check the other FAQ lists, troubleshooting section 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 you encounter a problem while installing SysAid, please attach the file called wrapper.log as well, which is located in the "logs" folder.

Finally, if relevant, please attach a screen capture. These will help us determine the source of your problem.