Boletín de noticias de SysAid - Primer Tema
Practical tips, stories and advice for SysAid users
Dear SysAid Users,
This is Israel Lifshitz, Ilient's CEO.
Ilient team is proud and happy to present the first issue of our SysAid Newsletter.
Our customer base is growing rapidly, and so we would like to keep you informed,
as well as to offer you some advice and helpful tips for using SysAid to your maximum
advantage.
You are receiving this newsletter since you have downloaded SysAid and subscribed
to our Soporte and updates service. If you wish to no longer receive this newsletter
and the updates, please click the 'unsubscribe' button at the bottom of this page.
In this issue:
SysAid News
How to minimize the phone calls arriving at your Help Desk
Database Backup
ITIL Best Practice- Keeping your customer informed
SysAid
News: SysAid Mac Integration, Updated User Manual, New version 4.5
In response to your requests, we are now developing a MAC OS X integration for SysAid.
The integration is now available upon request, in a beta version.
An updated and extended version of the SysAid User Manual is now available in Ilient's
website. To see the guide as a PDF file, click
here.
New version of SysAid, no. 4.5, is expected in April. This new version will include
many improvements and new features, including a monitoring module that will send
automatic reports about the workstations in your network. By monitoring your inventory
you will be able to foresee and prevent most of the IT failures.
How to minimize
the phone calls arriving at your Help Desk
A Tip from Sarah Lahav, the Head of Ilient Soporte Team
One of the important benefits of implementing SysAid in your organization is that
your IT administrators will be able to address service requests sent through email,
rather than constantly having to respond to telephone calls.
Still, your end users may find it difficult to get used to addressing the IT department
in ways other than a telephone call. Therefore, it is useful to devote some time
to familiarize your end users with the submission of service requests via the SysAid
end user interface.
When an end user calls up the help desk, it is best to encourage this user to use
the SysAid end user interface for future requests. The administrator can use this
opportunity to direct the end user who called how to fill out a submission form
for a service request.
Next, the administrator will explain the end user how he/she can follow the service
request in SysAid, and also suggest that future service requests should be submitted
via SysAid.
If you manage to minimize the number of phone calls arriving at your help desk,
you will be able to decrease the workload on your administrators, and your help
desk will be much better organized and less hectic.
A Useful Tip
for SysAid Users: Database Backups
Save your database.
We really recommend creating backups of your SysAid database, even as often as every
day. This can be quite simple to do, and it can save you a lot of hassle. Here are
some instructions of how to save your SysAid database, in the case of a built-in
Firebird or an embedded Derby database.
There are two ways to backup the built-in database.
1. Warm (online) backup:
Use the gbak program in the firebird\bin directory to backup without stopping the
database:
gbak -t -v -user sysdba -password masterkey "localhost:C:\Program
Files\SysAidServer\firebird\SYSAID.GDB" <path to backup file>
2. Offline backup:
Step 1: Stop the "Sys Aid Server" service. How to locate and stop services
depends on your operating system. In Windows XP, for example, find your services
under Control Panel " Administrative Tools " Services.
Step 2: Stop the "Firebird Guardian" service.
Step 3: Backup the entire database file (SysAidServer\firebird\SYSAID.GDB).
Step 4: Start the "Firebird Guardian" service.
Step 5: Start the "Sys Aid Server" service
To backup a built-in Derby database :
Step 1: Stop the "Sys Aid Server" service.
The way to locate and stop services depends on your operating system.
In Windows XP, for example, you will find your services under the Control Panel
Administrative Tools Services.
Step 2: Backup the entire directory located under SysAidServer\root\WEB-INF\DB.
Step 3: Start the "Sys Aid Server" service.
To create a backup of an external database such as MySQL, Microsoft SQL or Oracle,
please consult your DBA.
ITIL Best Practice
Service Desk utilities: Keeping your customer informed
One of the most significant values of keeping an efficiently functioning service
desk is that you can keep your customers informed at any time. It is recommended
to update your customer in every step of your work and keep him/her constantly informed
of the state of the service request he/she has submitted.
Such information, which can be very useful for your customer, is, for instance:
when the service request is received and dispatched, when it is being directed to
experts, when it is resolved, and when any other relevant information about the
service is required.
SysAid can provide such updating service automatically, in various ways:
- You can configure sysAid to send automatic notifications to your
end users on various stages of the service process.
- You can configure SysAid to escalate service requests in pre-determined
conditions and then send relevant notifications to your end-users.
- SysAid helps you keep in touch with your customers through a wide
range of communication options: SysAid interface, email, customized webpage, telephone,
or even SMS messages.
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