End User Manual
Contents
1. SysAid End User s Manual Aid IT s That Simple Introduction Welcome to SysAid a powerful tool for help desk You are an end user which means you can submit service requests to SysAid administrators SysAid administrators can set up and control the help desk manage assets such as computers screens keyboards and printers and configure the end user interface where you submit your service requests This guide has been written especially for end users It will guide you through SysAid s various features SysAid lets you submit error reports questions and service requests to your IT administrators With SysAid you will be able to quickly and easily find the help you need You can contact IT administrators via SysAid end user interface telephone email or if enabled via a special web submission page your IT administrators have created for you 1 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Logging In the Three Options e Option 1 Via SysAid web site e Option 2 Local Installation Shortcut Icon e Option 3 Press the F11 hotkey to launch the End User log in page Option 1 SysAid comes both as an in house solution or as an on demand hosted2. also be able to see the solutions they logged in You might also see various other details on your service requests The details you see are configured by the administrators 5 List of previous service requests w5 5 08 Account support User rei ft 227 View your old service requests Show Alt 1of2 gt P Status en Category vn All Au ball Your Service Requests Records 1 10 of 12 iv Modify Time Category Sort Title Description Status enignaa Urgency Priority Request Time 175207 9 6 08 9 25 AM Support General Hi Vitaly Hi Just reminding Closed none Low Second 9 7108 5 24 PM Request you about the text level 171080 9 5 08 5 31 PM Support Database About Hi supportteam see Closed none Low Fourth 8 11 08 9 35 AM Request something a question in the level 123599 2 26 08 10 35 AM Support Integration a question Hello supporters got Closed none Low Second 1 29 08 5 10 PM Request we gotin this question in the level 129834 2 23 08 11 38 AM Support General the SysAid Hello Israel and Closed none Low Fourth 2 7108 10 24 AM Request Newsletter Adam have added level 127697 2 14 08 12 10 PM Support Installation FV Closed none Low Second 2 11 08 1 44 PM Request level 126716 2 13 08 10 29 PM Support General FY Hello Support tearn Closed none Low Third 2 7 08 8 52 AM Request username qotthis message and level 115391 12 25 07 5 37 PM Support General a am not sure whatto Closed none Low Third
3. page you see If the end user portal is enabled in your organization you will be able to see the submitted request on the Your Service Requests page 10 Thank you page and service request number v5 6 03 Account cemdb User arei MAI 1270 J ree p j em Thank you Your Service Request has been received The ID of your Service Request is 1 13 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Chat with an Administrator If this option is enabled by your helpdesk support you may use SysAid to conduct a chat with a support team member This enables you an online person to person help with the difficulties you have encountered If the chat is enabled and there is a support team member ready to take your call you will see an image on the top left of your screen that invites you to initiate a chat 11 SysAid Chat Available image Live Chat with al rep When you click this icon you will see a configurable popup window with your details that asks you to confirm your chat request Clicking the button will start an online chat between you and your support representative In case the support team is temporarily not available for chat you will see a different image that allo
4. view your old service requests 5 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 4 Opening welcome screen with options SysAid Help Desk w6 5 01 Account cmdb User ariei enduser AO Question Leave a EES a Ke a e items and modules You may submit Service Requests and perform other updates Some of the functions are limited and not available in this demo Enjoy The SysAid Team Welcome to the SysAid Help Desk The SysAid Help Desk provides you with the support and solutions you need to quickly resolve technical problems Here you can submit service requests rec you independently resolve your personal IT issues Submit a Service Request Experiencing technical problems o have an issue to report Click here to submit a service request to your IT department View Your Service History Keep track ofthe service requests you ve previously submitted and monitor the status of your reported technical problems eive timely support from SysAid administrators track your service history and even find information that can help Self Service Find helpful information that can help you quickly resolve a technical problem on your own Try to save time b
5. 12 25 07 11 40 AM Request comment say about this does level 113916 42 18 07 2 58 PM Support General a question Hey have just Closed none Low Fifth 12 18 07 10 48 AM Request in the blog approved a comment level 41973 5 8 07 4 12 PM Support General RE am Dear Curtis Thank Closed none Low Third HSF 707 AM Request trying to you for your message level 41974 45 07 9 55 AM Support General RE am Dear Curtis Thank Closed none Low Fifth 4 5107 7 07 AM Request trying to you for your message level 7 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple On this page you can also add notes to service requests Say you submitted a problem report then understood something new about the problem or maybe even solved it on your own While you cannot cancel or resubmit the request you can add notes by clicking on the request in the list then clicking on Add note The text you add will appear on the service request 6 Adding a note to a service request w5 5 08 Account support User rel A 2 HA Help Desk Service Request 175207 Title Hi Vitaly Hi Just reminding you about the text I need to the blog about the new website in Russian Description Thanks Category Request Time
6. 2 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple v6 0 04 Account cmdb User Submit Service Request Quick List Description bO Tio EEG Category Please select a category Please select a sub category v Select third level category v Title Description Urgency Low v CI Attachment None v Attachments The quicklist includes common recurring service requests issues according to the experience of your IT administrators and saves you time in filling in the form of the service request Subjects of service requests on the quicklist can be for instance paper jam in the printer or difficulties accessing the internet 11 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 9 Quicklist Subjects Example v6 0 04 Account cmdb User Submit Service Request Quick List Description Select Quick List Category Internet Can t access a webpage Firewall is blocking me Title Can t access the internet internet is extremely slow Laptops Laptop very slow Description Network Can t a
7. Modify Time Status Urgency Priority Assigned to Notes Add a note brewreenes ent cesena Attachments e Change Requests actions If you are using the ITIL pack this icon will appear and allow you to participate in Change Management Processes you will be presented with a list of actions that require your approval and inputs g SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple e My Settings A My Settings link may also appear in the end user portal This link leads to a page that lets you change various settings such as your name preferred language time zone and more The next section explains everything you need to know about a service request Submit a Service Request A service request is an error report a request for support or any application for service you wish an administrator to receive While you insert a title for your request SysAid performs a search for similar requests that are kept in the knowledgebase SysAid suggests similar knowledgebase items based on the text entered This may help you to find the solution for your problem yourself by looking at the solution of previous requests that are similar to yours 7 SysAid looks for related know
8. ations a SysAid agent will be installed on your computer In this case you will see a SysAid shortcut on your desktop sad Login Click on the shortcut to login If no shortcut is available you can still login Open any browser Input a URL in the following style http lt server IP gt port lt Server IP gt refers to the IP address of the server SysAid is installed on Port is the port number SysAid is listening on If the port is 8080 you need not enter it since browsers assume port 8080 by default When SysAid loads input your username and password A SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 3 Screen for inputting your username and password Aid Welcome to SysAid Please enter your login information User Name Password Forgot your password Login Help Desk Software by llient You may also have the option to load the login page just by hitting the hotkey F11 You will need to check with your administrator if this is so The End User Interface Administrators can choose if to enable an end user interface with several options The opening screen of the SysAid end user interface may contain a self service option and the opportunity to
9. ccess a network drive Printer Error message on printer Urgency BADER Paper Jam Printout doesn t come out on printer R The printer is very nois CI Attachment Yone v Attachments Alternatively you can manually fill in the service request form First choose a category and a sub category for your request The list of categories will change from organization to organization it is created by the local administrators For example if your mouse stopped working you might choose the category hardware and the sub category input devices Next give your service request a title for example My mouse is not working In the description area describe the problem in more detail and then choose an urgency If the request is associated with a certain machine choose it from the Asset list in the dropdown menu 12 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Finally you may add attachments to the request For instance a screenshot which demonstrates the problem you have encountered Immediately after submitting your service request you will get to a thank you page SysAid automatically assigns your service a number which will appear on the thank you
10. d Help Desk The SysAid Help Desk provides you with the support and solutions you need to quickly resolve technical problems Here you can submit service requests receive timely support from SysAid administrators track your service history and even find information that can help you independently resolve your personal IT issues live Chat 4 witha rep Live Chat By SysAid Submit a Service Request Self Service Experiencing technical problems or have an issue to report Click here to submit a service request to your IT department Find helpful information that can help you quickly resolve a technical problem on your own T y to save time by doing it yourself View Your Service History Pi Changer st actions Keep track of the service requests Participate in Change Management you ve previously submitted and z N processes approve or reject Change monitor the status of your reported en ur i requests enter comments and view a technical problems 4 lt a detailed Change information SysAid Help Desk software 3 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple Option 2 SysAid can also be installed on the network in your organization as an in house solution In some organiz
11. ledgebase items according to your title 9 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple V6 5 01 Account cmdb User ariel A A 0 T Submit Service Request Question Leave a message N Ouick List Description Select Quick List v Live Chat By SysAid nn m J Category Please select a category Please select a sub category v Select third level category Title error Check out these FAQ s lt amp The following knowledgebase items might be relevant for you may submit Service 1 Error message in Module B Requests and perform En PEEN _other updates Some of the ior messages appear in module B functions are limited and 2 Dil Error message with Office Ae cae DLL Error Messages within Office applications Didn t find an answer for your issue Check out our full Knowledge Base Description Urgency Low Cl Attachment None Attachments ee fs lf your administrator has enabled the option you will be able to use the Quicklist dropdown menu to help you fill out the details of your service request 8 Quicklist Dropdown Menu 10 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 97
12. software If your organization uses the on demand edition you can login via SysAid web site using your account ID in the following format www lt your account D gt sysaid com To login you need to know also your account username and password The account ID distinguishes your network from other networks that use SysAid on demand edition No account has access to any other account and one account is enough for even the largest organization Alternatively your organization may has set up a separate domain name Please find out with your administrator how to login to your account If your helpdesk administrators has enabled the option you will be able to signup into SysAid independently 2 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 1 A link for an independent signup into SysAid End User Portal Welcome to SysAid Flease enter your login information User Name Password nu o Help Desk software by lent Once you have successfully logged in you will see the SysAid End User Portal 2 SysAid End User Portal Welcome Page v6 5 01 Account cmdb User ariel M 8 0 a SysAid Help Desk we Welcome to the SysAi
13. ws you to send a service request to your support team 12 Support temporarily unavailable image 14 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 13 SysAid Chat confirmation screen SysAid Please supply Service request if available In order to completely handle your chat request Name Oded Moshe Email address Chat queue Support Service request 15 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559 Aid IT s That Simple 14 SysAid Chat screen SysAid We hope you find SysAid useful and efficient If you have any questions or comments please contact us at helpdesk sysaid com 16 SysAid End User Manual Release 6 5 6 Hamasger St Tel Israel 972 3 533 3675 Toll Free center U S 800 686 7047 P O BOX 1010 Or Yehuda Fax Israel 972 3 761 7205 Tel U S 1 617 275 5562 60223 ISRAEL E mail info ilient com Fax U S 1 617 507 2559
14. y doing it yourself Change request actions Participate in Change Management processes approve or reject Change requests enter comments and view _ detailed Change information Change Your Settings Keep your settings up to date manage your contact details language settings and more SysAid Help Desk software In the opening screen you will see several links e Submit A Service Request The first link leads to a form for submitting a service request After you will complete this form and submit it the administrator will receive your request and will be able to respond e Self service A second optional link is self service In some organizations this link will be disabled If available the self service page contains common problems you may 6 SysAid End User Manual Release 6 5 Toll Free center U S 800 686 7047 Tel U S 1 617 275 5562 Fax U S 1 617 507 2559 6 Hamasger St P O BOX 1010 Or Yehuda 60223 ISRAEL Tel Israel 972 3 533 3675 Fax Israel 972 3 761 7205 E mail info ilient com Aid IT s That Simple encounter and their solutions The list is maintained by the system administrators You might want to re check it occasionally to see if it has been updated e View your old service requests The third link is View your old service requests This link allows you to see the service requests you already submitted If the administrators enabled it you will
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