Graphs for monitoring tests
Additional New Features in SysAid 4.5.03:
Multiple email integration
If you provide professional IT helpdesk services to a few companies, you probably know what a hassle it can be- keeping track of which end users belongs to which company, which administrator is responsible for which company's service requests, which company should be supported first, and so forth.
Now we have solved this confusion for you, with this new and simple feature. You can add as many email integration boxes as you need to SysAid. This allows you to differentiate between service requests from various incoming mail addresses, for instance, requests arriving form different companies.
This new feature enables you to differentiate between urgency levels, various statuses, categories and more, so you will be able to provide faster services to your best customers.
To add more email integration boxes, please go to: Preferences> Integration> Email, and then simply click the Add button at the bottom of the Email Integration page.
Note that your email boxes are independent of each other, and you may disable or delete any of them with no influence on your other email integration boxes.
Messages can be sent to child service requests
In the new version of SysAid we have made things easier for you with this handy feature: you no longer need to send a message manually to all children of a certain service request.
This new feature allows you to send the same message at once to all the child service requests. You will no longer have to bother with sending the same message again and again to all the relevant recipients.
When sending a message, you will be able to check a box and thus order SysAid to send the message to all the child service request email recipients at once.
You need not worry about double messages. Each recipient will receive the message only once, even if his/her address appears in more than one child service request.
New three dimentional graphs for the Manager Portal dashboard
Not only can you get an immidiate overview of the information most relevant to you, but now you can also see it in 3D graphs in your Manager Dashboard dashboard.
To be able to see your new dashboard you need:
 Flash 8
If you have edited your SysAid HTML files and keep them in a different location, please copy from the existing HTML folder in the new SysAid version the following files and add them to your different location: Index.html and design_dash.htm
New Manager Dashboard dashboard
Automatic reload of the Manager Dashboard
In the previous version of the SysAid Manager Dashboard you had to logout and then log back in to update the changes you have made. Now, in this new version, SysAid automatically reloads the Manager Dashboard in an interval you determine yourself.
Improved text box for categories
The titles given to different categories are often not enough, and you find that your end users still have no idea what the category is all about.
In the new SysAid 4.5.01 you can type a description as long as you need it to be, and edit it for first, second and third level categories. The category fields are much more flexible and user friendly. Existing data is displayed so you can edit it, for categories in any level.
New field available in the Asset Attributes form
Many of you wanted to see the OS serial number of their assets, so we have added this option to SysAid. You can now customize the form where the attributes of the asset are specified to include the field Operating System Serial Number (OS serial).
Go to System> Asset List> New (or click any entry).
In the New asset page, click the Customize icon.
In the popup screen called Design Form that is now open, use the arrow button to add OS serial from the 'available fields' to the 'visible fields' box.
Now you can see this field in your asset attributes form.
Expression Builder added to the escalation rule creation form
Expression builders in SysAid are valuable instruments. They allow you to find every service request in which the expression appears.
We have therefore added an expression builder to the form where escalation rules are created. Now the condition for an escalation of any service request can be defined with any relevant expression, according to your choice.
Insert an expression in the expression builder to define a condition for your escalation rule. For instance, you may inset the expression "Software", so every service request dealing with software, sent to your IT department, will be included in the escalation rule.
Details of the assigned administrator appear in the 'assigned to' field.
Now you will see in the 'assigned to' field not only the user name of the relevant administrator, but also the first and the last name of that responsible administrator.
The identity of the assigned administrator was not always clear form a display of username alone. Thanks to this new feature now you will be able to comfortably see who the service request is assigned to.
Improved editing of your End User Portal FAQ page.
In the previous versions of SysAid you had to use html tags to edit the FAQs of your End User Portal. In the new version we have installed a content editor (TinyMCE), that enables you many more editing possibilities.
Right-to-left languages
This new version supports right-to-left languages inputs in the SysAid email messages, so users who use languages such as Arabic or Hebrew are able to write email messages in their own language
Please Note:
For the Linux users it is important to know that the new 4.5.03 version is using Java 1.6, so it is suitable to Java 1.5 and up.
If you have upgraded your SysAid version, please follow the instructions below
To be able to activate your monitoring tool, please go to:
Preferences=>Asset Setting.
Choose form the ‘Command’ dropdown menu to upgrade the client version for all your assets, choose an interval for an update, and click Add.
Click Run Now to update the agents, so you will be able to use your new monitoring tool.
Bug Fixings :
Bug fixings regarding special characters
Name of Bug |
SysAid 4.0.9 |
SysAid 4.5.03 |
Naming attached files in languages other than English |
When a file with a name that includes special characters is attached to an email message or to a service request in SysAid, the name of the file appears as Gibberish. |
Names of files attached to SysAid emails messages or to service requests appear as they were entered, even if written in the local language. |
Special characters in category name |
When naming a category in a language other than English, deleting the category is impossible |
You may use any characters to name a category without damaging the functionality of this category. |
Special characters in asset group |
Creating a group of assets and naming it in a language other than English results in difficulties with editing or viewing the new group |
You may use any characters to name a group of assets without damaging the functionality of this group. |
Line breaks instead of "\n" |
In some places in SysAid the characters \n appeared instead of a line break in the text. |
All the texts in SysAid appear in appropriate rows, without unnecessary characters. |
Including a backslash character (\) in the login name |
When using MySQL database with SysAid, including a backslash character (\) in the login name is impossible. |
Backslashes can be included in the login name, regardless of the database SysAid uses. |
Trimming the title and the description of a new SR |
When a new service request is created, it is possible to insert in the title and the description fields an empty space by itself. |
The title and the description fields are trimmed in every new service request, and a value of nothing more than a space is not allowed in these fields. |
Apostrophe (') in the name of an asset group |
When an asset group is named with the apostrophe character ' it cannot be deleted. |
Using apostrophe in the name of an asset group does not influence the functionality of the group's name. |
Bug fixings regarding SysAid lists
Name of Bug |
SysAid 4.0.9 |
SysAid 4.5.03 |
Asset list customization |
Adding an "Installed" field to the asset list may result in a slower uploading of the list page. |
The asset list page is uploaded quickly, regardless of any customization of this page. |
Searching for a deleted asset |
In the Asset List, after deleting an asset, SysAid still finds it when a search is performed. |
Deleted assets are not found in SysAid search. |
Keeping multiple selections in list pages. |
In SysAid list pages, when selecting one or more entries and then navigating to the next page in the list, SysAid does not remember the selections you have made on the previous pages |
SysAid remembers for all the list pages all the selections made in the previous list pages. |
Editing the Software Product list in Internet Explorer |
In System>Software Products, adding or modifying the software products list of a certain asset generates error messages when using Internet explorer. |
Editing the software products list for assets is fully functional on any web browser. |
Page numbering in SysAid lists |
Sometimes the count of entries or the page numbers are confused when navigating to the next page on SysAid lists |
The page count and the count of entries in SysAid lists operate successfully. |
Bug fixings regarding information in printouts
Name of Bug |
SysAid 4.0.9 |
SysAid 4.5.03 |
Missing company name in a Single SR print |
When printing a single SR, the company name (if there is any) does not appear in the print. |
The print of a single SR includes all the information available about the SR in the SysAid screen itself. |
Missing grand total of service request activities in the printed report |
When printing a report about SR activities, the grand total is missing. |
The print of the SR activities report includes all the information which appears on the SysAid screen itself. |
Exporting to CVS a task inside a project. |
In the SysAid Tasks and Projects module, a task which is a part of a certain project could not be exported to CVS and seen as an Excel file. |
All the "Export to CVS" icons in SysAid are fully functional. |
Printing supplier details from the list of suppliers. |
In the System> Supplier List, you cannot print any information if you click one of the suppliers or choose a few suppliers form the list, when using a Derby database. |
The information regarding the suppliers you have chosen from the supplier list is printed successfully, with any database supported by SysAid. |
Bug fixings regarding display of information
Name of Bug |
SysAid 4.0.9 |
SysAid 4.5.03 |
Displaying the name of the asset on which a service request is opened |
When a service request is opened the name of the asset on which it was opened is missing. |
The name of the asset on which a service request was opened automatically appears in the service request details. |
Mismatch in the service request history table |
In the service request history table the titles are not positioned in the right places for the table. |
The service request history table titles are appropriately placed in the table. |
Re-directing the administrator after creating a new asset. |
To create a new asset you have to go to System>Asset List> Create New Asset. Yet, once the asset is created and saved, you return to the My Network Assets page rather to the Asset List page. |
Once you complete saving the information about a new asset, you return to the page you came from, the Asset List page. |
Asset type filters customization. |
In the System> Asset List> ‘Asset Type’ dropdown filter, new asset types which you have customized yourself do not appear. |
Your customized asset types automatically appear in the ‘Asset Type’ dropdown filter on your asset list.
Note however that this bug is fixed only for new installations of the 4.5.02 version, and not for upgrades. |
Bugs fixings regarding page focus*
Name of Bug |
SysAid 4.0.9 |
SysAid 4.5.03 |
Focus on the user name when logging in |
When the login page is open, there is no focus on the page |
In the SysAid login page the focus is in the username box, so you can use the keyboard with no need to use the mouse. |
Focus on the Filter box in the user management page |
When the page SysAid Preferences> user management is loaded there is no focus, and the mouse should be used. |
When the page SysAid Preferences> user management is loaded the focus is on the Filter box and there is no need to use the mouse. |
Focus on the Filter box in ‘Select User’ popup screens |
In a service request page (Help Desk> SR List> click a service request), there is a possibility to select users in a separate popup screen, but once this screen is opened, it does not have any focus. |
The popup screen for selecting users for a service request has a focus on the Filter box. |
Focus on the Filter box in ‘Select User’ popup screens |
In an asset page (System> Asset List> click an asset), there is a possibility to select users in a separate popup screen, but once this screen is opened, it does not have any focus. |
The popup screen for selecting users for an has a focus on the Filter box. |
*Focus means the currently selected application to which all user-generated input (keyboard and mouse operations) is directed. Text entered at the keyboard is sent to the component which currently has the focus.
Bugs fixings regarding the Task and Projects module
Name of Bug |
SysAid 4.0.9 |
SysAid 4.5.03 |
Query of statues and categories |
In Tasks and Projects> Task List, the dropdown filters: statues and categories produce an error in the queries. |
The dropdown filters in the Task List are fully functional. |
Titles separated so they can be translated |
In the Tasks and Projects> Task List the strings of the titles are connected and cannot be translated separately. |
In the Tasks and Projects> Task List the strings of the titles were separated so they can be separately translated from English to your local language. |
Returning to the Task List page after opening a specific task. |
If you go to Tasks and Projects> Task List> click a certain task, you do not return automatically to the Task List after closing the task. |
If you go to Tasks and Projects> Task List> click a certain task, you return automatically to the Task List after closing the task. |
Exporting to CVS a task inside a project. |
In the SysAid Tasks and Projects module, a task which is a part of a certain project could not be exported to CVS and seen as an Excel file. |
All the "Export to CVS" icons in SysAid are fully functional. |
Other Bug fixings
Name of Bug |
SysAid 4.0.9 |
SysAid 4.5.03 |
Local time in SysAid Analyzer reports |
In SysAid reports the time display is not in accordance with the local time. |
SysAid reports are synchronized with the local time. |
Total time in SR activities |
When selecting another user while modifying the activities in a certain service request, the sub total is not activated. |
Sub total time for a service request activity is saved when selecting different users. |
Customizing the error message in the login page |
If an error occurred when logging into SysAid, an automatic error message appears. |
The login error message can be customized according to your preferences. The text of the error message appears in the login page HTML. Note that this option is available only for the SysAid Full Edition users. |
Translation of sub-titles in reports |
The sub-titles in SysAid reports could not be translated to the local language. |
Sub titles in SysAid reports appear in the local language. |
To download an update for Windows click here:
If you have SysAid installed please use the upgrade package only. Do not re-install SysAid. Re-installing SysAid will delete your whole database.
SysAidServerPatchv4.5.03exe
To download an update for Linux click here:
sp_4_5_03_linux.bin
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