We are proud and excited to present a new major release of SysAid, Release 5.1.

As always, our experts are devoted to developing the best, most easy to use, and most efficient IT management tool for the benefit of your organization.

This release includes improvements constructed especially to increase the productivity of your work, solve the difficulties and the particular requests we have received from our clients.

We continue constantly to improve SysAid according to your needs, so please feel free to contact us for any further requests and questions.

New Features in SysAid 5.1:

Knowledge Base improvements
SysAid Knowledge Base now supports sub categories, tree view for faster access, integration with SRs which can easily transform practiced knowledge into a saved entry, search options and easier distribution of the knowledge aimed for End users and Administrators.

Additional protocol for email integration (IMAP)
In addition to the POP3 protocol for email integration, SysAid also IMAP.

Better security available in email integration (SSL)
Both POP3 and IMAP can now be used with SSL secure mode for an improved email security

Improved Search Mechanism
The SysAid search mechanism in version 5.1 is improved, and more user friendly. Search is a part of the SR and assets list, so you can sort and filter the search results. Also, we have added the option to perform a company search in  Preferences -> User Management -> Companies

Extended SR history logging
SysAid version 5.1 has a better logging of history events. For example, the Escalation Rule name is now included in the history description.

Automatic notification added to the messages history
All the automatic notifications generated in the SR are now shown in the sent messages table.

Send email to a group
It is now possible to insert "groups" in the "to" and "CC" fields, so you can send an email to a group of people, instead of having to select each recipient individually.

End users can close requests
If setting enabled, End Users can now close any job they have opened.

End user can add attachments
SysAid 5.1 allows end users to add attachments to their service requests.

More fields added to the Software Products List
Under Software Products attachment and suppliers fields were added.

More fields added to the supplier’s data
Some important fields were added to the Supplier List including Contact name, Mobile, additional Telephone Number,  and additional customizable fields

More information and attachments for Purchased Assets
SysAid allows to include more information about purchased software. Attachments can also be added to the Purchased Asset list.

Add files to assets
Attachments (manuals, drives, etc.) can be stored for an asset to include all the necessary related information.

Price field added to asset
A special  price field has been added to the asset management module. 

Tasks in the Projects Gantt Chart
Tasks with no start or end time are nevertheless listed in the Projects Gantt Chart.

Due Dates according to company
SysAid allows now to create due dates in the Help Desk Settings also according to companies.

Support hours according to company
SysAid new version 5.1 allows to create support hours in the Help desk Settings according to company.

Out of Office support
We have added an option for an out of office support: requests that are assigned to an administrator who is out of office, or are queued by routing rules to such an administrator, are rerouted to an assigned available administrator instead.

Special notification rules for after hours requests
It is now possible to determine that  after hours messages will be added to SRs of any status, and only when these SRs are first created.

"Service Breaches by Administrator" report
When running the report "service breaches by administrator" the information now provided is the number of actual service requests, instead of the number of breaches. This prevents having to look through each service request to find the breached one.

"Open Service Requests by Company" chart
An "open requests per COMPANY" chart is now the available in the dashboard of the SysAid Manager Dashboard.

Mail notification subject specifies the user’s full name
The full name of the administrator appears now on mail notifications about SRs sent to end users.

Request User field presents the user’s full name
The Request User field in SysAid  now shows the user’s first and last name rather than the username.

"Users" column in the Asset List
A simple way to see which users are using which assets: A Users column has been added to the SysAid Asset List.

SysAid detects purged SR from the DB
An audit log file checks the database for purged service requests that were deleted by administrators.

Sorting lists by default in descending order by date
A default for sorting your SysAid lists in descending order in now in place.

SysAid allows changing the order of tasks in the Gantt Chart
It is now possible to change the order of the tasks in the Gantt chart of a project, to match your individual needs.

Network Adapters display
In SysAid Asset Management module, the asset information now displays all the network adapters.

Using a single internal DB
We have eliminated the need to maintain two databases, and so simplified the installation for those using an internal database.

Port number setting in RDC
Now it is possible to specify the Terminal Server port number for the Remote Desktop client that is used to access it.

Sort News
It is now possible to sort the news items according to their date, so the most recent items will be listed first.

Additional license information
It is now possible to display more information about your license, such as the amount of licenses, expiration date, availability of additional modules, and even the database type used.

Asset Details by group
It is now possible to run a report in the SysAid Analyzer,  that shows your asset details by group.

Login page: indication on bad login
The indication on errors in login were improved to provide better and faster information.

SR Note Improvements
We have improve the "SR -> Notes" section in SysAid  to include separating line between notes

Bugs Fixed

SysAid Release 5.1 fixes the following bugs:

A. Improvements related to Help Desk and Service Requests

When creating reports in PDF format, the reports are saved without extension.

When a due date is added to a third level category of an SR, the levels of the categories would mix up.

When creating activities for service requests, line breaks do not get translated to the HTML<br> tag.

When an SR is purged, SRs with the same subject do not show appropriately in the search.

When the dates are correctly scheduled, but the hour set in the starting date is later than the hour in the ending date- an error message appears.

In the SR page, the brackets around the user's name are not in the right order

In the SysAid Helpdesk module, the popup window User Details under New Phone Call does not include a scroll bar.

In languages with characters other than English, the values in the SR dropdown menu “Assigned to” do not appear appropriately.

In the phone call form on the SysAid helpdesk, determining the field “Request User” as a required field fails.

When creating a new SR with new activities, but not saving them, these activities will be added to any new SR.

In the SR from, when filling a default value with a quotation mark in a customize form, there is an error and the form does not allow to remove that field.

The Status filter results in the SR list page are different from  the list of statuses displayed in the Preferences page.

Occasionally new activities added to a service request would appear in another service request instead. 

In the SR list, when trying to create a static filter for the "project" field in the helpdesk view, the dropdown list for the projects is empty.

In the helpdesk module, the SR Edit and the tasks screens included an unnecessary scroll bars.

There is a problem in creating a dropdown filter according to department in the Helpdesk list, when MySQL database is used.

In the SR form under Helpdesk, the third level category field allows to insert only a few characters.

An SMS recipient in the helpdesk settings can be added as a text field

When adding a note to the SR form page the header is "Select a User"

A group of users in the Helpdesk Settings->Escalation Rule page could not be appropriately selected.

B. Improvements related to Manager Dashboard

A long title for a Report in the list of the Manger Portal caused difficulties

In the Manager Dashboard-> Design Dashboard, critical value can be set to be larger than the warning value for active SRs.

When a name of a group is very long, it does not show appropriately in the dropdown menus.

In the Manager Dashboard, the report “Active Service Requests by category” is missing when no data is found.

In the SysAid Manager Dashboard, reports names which included non-English characters were corrupted

The report “Opened/closed requests per period” is seen only on certain computers.

When clicking one of the dashboard items, the history buttons do not function.

For MSSQL database, an error occurred when running a certain report many times.

C. Improvements related to System and Inventory

The Supplier's Email address field is limited to 32 characters

Clicking OK or Cancel after changing an asset from My Network Assets, results in redirection to the Asset List instead of to My Network Assets page.

Under System-> Software Product List notes and ‘Install Name’ are not displayed. 

An error took place while filtering the Supplier List

In System->Catalog, there is a mistake in filtering the list of catalog items.

From the Assets List view -> Customize List -> the User field (currently using) does not appear.

In the System->Asset List an error occurs when sorting the "Last Access Time".

In the deployment tool, if the un-deployment icon cannot be seen, there is no possibility to un-deploy the SysAid agent.

Under Asset->Software, hieroglyph appeared instead of Russian or Spanish letters.


D. Improvements related to Tasks and Projects

In the tasks and projects module it was possible to insert a start time which occurs after the end time.

Impossible to add a field and remove another from a list of tasks or projects concurrently.

When setting a single-day task, no progress bar was shown on the Gantt chart. 

The administrator is able to see projects assigned to him/her, but not the projects assigned to his/her admin group.

Tasks are automatically named with the captions of service requests.

Under Tasks/Projects -> Activities -> Click an activity -> click cancel button,  the cancel button takes the user to the Task List page instead of back to the Activities List.

E. Improvements related to Monitoring

In some cases there was null instead of IP address (Ping test)

The notification for an unavailable computer did not appear in Servers / Workstations / Server Templates / Workstation Templates

In server monitoring, the option ‘No Data Notification’ was not appropriately received. 

Monitoring does not start automatically after adding template.

Even if an administrator has a permission to see his/her own company data only, they can still view all assets data.

Using characters such as chevrons: ‘>’,’<’ in Java Script inside the HTML of the Monitoring Server template caused a mistake.

The monitoring template shows (system) services from every machine. When the same service appears on more than one computer  it multiplied.

Adding assets to a monitoring template before saving the template resulted in a loss of all data of the template.

F. Improvements related to End User Portal

Impossible to see the custom list 1 field in the SR screen

On the page for editing the End User Portal settings, the title does not appear on the top, and is not centered.

On the page for editing the End User Portal settings, the main container has no frame.

In some cases on Linux installation the GUI was corrupted.

G. Improvements related to Preferences

In preferences -> Helpdesk Settings -> Operating Times, any operating time is saved as"12.00 AM - 12.00 PM", regardless of the time that was chosen.

Escalation of SRs is delayed, not in accordance with the configuration of the escalation rules.

In case LDAP integration was conducted, random characters such as backslash (/) can be added to an existing username, and result in generating a new user, with the same password.

In the SR list, when a row is added with asset = 'All', this row cannot be deleted.

In Preferences->User Management-> End User Management, the values for custom_list2 in the End User properties are inappropriate.

Timer calculation are incorrect if an SR is defined as closed before  the timer is re-opened.

When the condition for an escalation rule includes a company, the escalation rule fails.

Timers do not function properly when the status of a service request is changed to certain statuses.

When setting the escalation time, the time to escalate is calculated according to the operating time and not according to the SR’s status.

When there are several languages in the satisfaction survey, the display is corrupted.

Under Preferences->User Management->End User Management it is impossible to refresh user list from LDAP

In the LDAP Integration, when a port number is not set or when using a default port number, there are exceptions and errors.

Preferences->User management, it is possible to add a new user with an empty username.

It was possible, despite the definition of the SysAid Free Edition limitations, to add more than two administrators.

Setting the time zone to GMT +1, results in  the time zone of GMT -1

Under Preferences -> User Management-> Company tab, an error occurs when trying to build a filter.

When applying SysAid email integration, multiple service requests are created.

Deleting an administrator who is a member in a group turns that administrator into an end user, and different notifications are still sent to that admin.

Under preferences -> helpdesk settings-> General Setting tab, the option ‘Send instant message to administrator on a new service request’ cannot be unselected

Cannot edit an administrator group name with non-English characters In SQL 2000 DB.

Under Preferences->User Management->End User Management it is impossible to refresh user list from LDAP

H. Improvements related to SysAid Agent

When one of the computer IP address changes- the SysAid agent sends the correct data, but IP address field does not updated

More than a single network asset with the same name appears in the system


I. Improvements related to SysAid Analyzer

Reports generated in the SysAid Analyzer do not include spaces between rows

In the SysAid Analyzer, the report “Workload By Administrator” shows no data


J. Additional Improvements

It was impossible to use languages with non-English characters during remote control.

Some of the text fields in SysAid did not have limitations, which resulted in a loss of text or other malfunctions.

Under Preferences->User Management, changes (for instance, setting the time zone) do not take effect.

The SMTP configuration in the serverConf.xml file was used by the application, which caused problems in sending of email notifications.email notifications.

The display in the SysAid Mobile Interface showed a non-existing option of ‘Send Message’ under the List.

Under System -> AssetList -> ... select an Asset-> information tab  "Belongs To" field->Edit End User Properties" popup screen does not include a scroll bar.

Inside an SR, clicking the "send message" link makes the scrollbar in the message window disappear.

When closing and then re-opening SysAid remote control, the port and the encryption state are not saved.

Upgrade to SysAid Release 5.1:

Download the upgrade for Windows
Download the upgrade for Linux
Re-install Full Edition for Windows*
Re-install Full/Free Edition for Linux*
Re-install Free Edition for Windows*

* Please note- If you have SysAid installed please use the upgrade package only. Do not re-install SysAid. Re-installing SysAid will delete your whole database.

These upgrades are for the standard installation that uses the Tomcat server. If you use a different installation, contact us for a suitable update in a separate email.

Run the downloaded file to upgrade your version of SysAid. When you install the update, the SysAid server will be restarted (Linux users must manually restart the Tomcat server). Thus, you should update SysAid when users are not accessing the system.