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SysAid CSS Relation Mapper

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  SysAid CSS
Relation Mapper
Document Updated: 17 August 2010



Content of SysAid CSS Relation Mapper Guide

Introduction                                                                                   2

Item List                                                                                      4

Item Types                                                                                    11

Item Sub Types-                                                                               11

Item Relation Types-                                                                          13

Item Relations Graph                                                                          13

Item Imports-                                                                                 16

SysAid CSS Relation Mapper Example                                                            17




-1-                                                                   SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
Introduction
The SysAid CSS Relation Mapper is a repository of information related to all the
components surrounding your customers.
In fact, the Relation Mapper keeps information about all your contacts and accounts,
the services and products you provide, your catalog items, and all the information
about the relations between them. You can manage up to 250 attributes for each item
The SysAid CSS Relation Mapper helps your organization understand the relationships
between all the components and easily track them and get a visual display of them.
For example, if you have a photography shop, you can store in the SysAid CSS Relation
Mapper information about the services you provide, such as developing photographs,
printing materials, and marketing cameras. You can also keep information about your
regular clients, and about the companies you work with. You can even keep the
catalog of different cameras and photography equipment you keep in your shop. The
Relation Mapper will help you keep track of all these elements, and the relations
between them.
As long as you maintain and keep your Relation Mapper up-to-date, you will be able to
enjoy the associations SysAid CSS maps between your various items.


Here are some of the benefits of the SysAid CSS Relation Mapper:

 Defines all your contracts, catalog items, services and other items, with an extended
capacity to hold up to 250 information attributes per item (such as dates, numbers,
text, notes, attachments, and more).


 SysAid CSS enables an automatic import and updates of your contacts, accounts and
CSS users into the Relation Mapper.


 Automatic mapping of the relations between contacts and accounts.




-2-                                                                SysAid CSS Relation Mapper


         Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
         Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
         E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
 Defines the relations between your contacts, contracts, products, services and your
other items.


 Displays a graphical view of all the items related to your customer with an option to
drill down to each item and access the extended information.


 Provides an access all this information from within the Helpdesk screens at all time
to get an immediate full picture of your customers.


 Allows adding your own Relation Mapper items and relation types.


 Includes import capabilities.


As long as you maintain and keep your Relation Mapper up-to-date, you will be able to
enjoy the associations SysAid CSS maps between your various items. Here are a few
examples for items you can set and manage in your Relation Mapper:

         Contacts
         Companies
         Your employees
         Your services
         Your products
         Contracts, e.g. licenses, maintenance agreements, SLAs, decommissioning
          statement
         Catalog items


To reach the SysAid CSS Relation Mapper, choose Relation Mapper                  from the left
main menu.




-3-                                                                 SysAid CSS Relation Mapper


          Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
          Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
          E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
You can see four tabs:
Item List
Item Types
Item Relation Types
Imports



Item List
This is the first screen you reach in the SysAid CSS Relation Mapper. Here you can see
all your Items. An item is each and every element kept in your Relation Mapper, for
which you can see all relations with other items. In SysAid CSS Relation Mapper the
item can belong by default to one of the following item types:

      Account

      Contact

      CSS User

      A Product

      A service

      Contract

      A catalog item

      Or a general item


One of these special icons representing the item type appears next to each item on

your list. You can manually add a new item by clicking the New icon                   in the top of
the screen, or add any needed column to the item list by clicking the Customize icon,

      as is usual with SysAid CSS lists.



-4-                                                                   SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
      1. SysAid CSS Item List




In the Item list you can view and search all the items that exist in your Relations
Mapper. You can see the information in a variety of ways, and filter the results

according to your needs, simply by clicking the Filter icon                        to create your
appropriate filter. To learn how to customize different views for your Item list, please
visit the SysAid CSS User Guide, Chapter 8.1.4- Understanding Views and
their Importance.


Click any row entry to see more details about a specific item. For every item in your
system you can find five tabs: General Details, Item Relations, Service Requests,
Relation Mapper Graph and History. Naturally, SysAid CSS allows you to customize
additional tabs if needed. Click the Customize icon, and then in the popup screen click
the New Page button to add new tabs.




-5-                                                                   SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
      2. Item General Details page




Under the General Details tab you can see the item name, type, serial number,
status, priority, location, and other significant information. If you wish to customize

the fields available in this form, click the Customize            icon. You can also choose to
customize different forms, according to the different item types you have.
In this page Relation Mapper items can be labeled by categories and subcategories.
When selecting a Relation Mapper item          from a service request, the item list will
display only items from that category.
Under the Item Relations tab, you will be able to see all the items related to this
item, and their type of relations with it. For instance, if the item you are looking at is
one of your contacts, you will be probably able to see the company this contact
belongs to, other contacts from the same company, your employee who is responsible
for this contact, the services you provide to this contact, the contract you have with
this contact‟s company, etc. Note that SysAid CSS can automatically maintain the
relations between contacts and accounts. All the additional information should be first

-6-                                                                   SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
fed into SysAid CSS.
In this screen you can also manually add a relation of any type to any other Items in
your system, by clicking the Add button and choosing a relation type from the
dropdown menu.


      3. Item Relations tab




CSS Relation Mapper can be accessed from several places throughout SysAid CSS:
through your contacts, accounts, users, and service requests.
Under these menus you can attach items from your relation mapper to accounts, users
contacts and service requests. Although SysAid CSS allows you to automatically attach
the items. (see page 10: Preference  Relation Mapper settings.)




-7-                                                                   SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
To attach any contact           or account   in your SysAid CSS to an item:
      1. Go to Contacts/Accounts
      2. Click the row entry of the contact or account you wish to attach to the item.
      3. Under the Relation Mapper tab of that account or contact, click the „Change‟
         button.
      4. Select from the list in the popup screen the item to attach this contact or
         account to.


As a result, you will be able to see a link to this contact/account inside the Relation
Mapper, under the General Details tab. The contact or account will appear as an
Import Item- a field which shows the source of the item.




To attach a CSS user to an item:
      1. Go to Preferences  User Management
      2. Click the row entry of the user you wish to attach the item to.
      3. Under the Relation Mapper tab of that user, click the „Change‟ button.
      4. Select from the list in the popup screen the item to attach to this user.




To attach a service request to an item:
      1. Go to Helpdesk
      2. Click the row entry of the SR you wish to attach the item to.
      3. Under the Relation Mapper tab of the SR, click the „Change‟ button.
      4. Select from the list in the popup screen the item to attach to this SR.




-8-                                                                    SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675    Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205    Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com       Fax (U.S): +1 617 507 2559
      4. Item Service Request




In the Relation Mapper, you can see all the Service Requests connected to a certain
item. Viewing under the Service Requests tab all the service requests connected to
this item can help plan ahead: for instance, if you can see that one of your services is
temporarily unavailable, you will be able to answer all your relevant customers, who
receive this service, that currently the service is unavailable and state when it will be
renewed. You may also easily see the history of service requests related to this
service. If you maintain your Relation Mapper in good order, all your service requests
will be associated to their relevant items, and you will be able to enjoy the Relation
Mapper benefits.
When a contact sends a service request and fills in the “requested by” filed, his/her
SR can be automatically related to this contact in your relation mapper. To set SysAid
to make this automatic association, go to:
Preferences          Relations Mapper Settings


-9-                                                                   SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
 And check the box: “Automatically attach to the SR, the Relation Mapper Item of the
contact who requested the SR”.


     5.    Automatically attach SR to the Item of its Asset




If this option is not checked, you will have to manually attach the service request to

the relevant Relation Mapper item.

To do so, go to:
          Helpdesk click the row entry of the service request you wish to attach
          Relations Mapper tab
          Click the Change button and choose an item (e.g. contact) to attach to the SR.
Under the History tab you can see all the changes in the item. For instance, if you
change the status of the item, the change and the date will be recorded in the history
of the item. Note that the changes recorded are only changes that were made inside
the SysAid Relations Mapper module.




- 10 -                                                                   SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675     Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205     Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com        Fax (U.S): +1 617 507 2559
     6. Item History tab




You can check the previous versions (before changes were made in the item) by
clicking the version number under the Change column. In addition, you can search and

filter this list, as is usual with SysAid CSS lists, by clicking the Customize                   icon.


Item Types
In this page you see a table with seven pre-defined item types: Account, Contact, CSS
User, Product, Service, Contract and Catalog. If you add more item types, they will be
listed here.
If you click any of the row entries you will reach a screen in which you can add a
description of the item type.

By clicking the Customize                  button you can design a different form for each item
type.


Item Sub Types-
In this page you can create Item subtypes. You may add specific icons to designate

- 11 -                                                                        SysAid CSS Relation Mapper


           Tel (Israel): +972 3 533 3675           Toll Free center (U.S): 800-686-7047
           Fax (Israel): +972 3 761 7205           Tel (U.S): +1 617 275 5562
           E-mail: info@sysaidCSS.com              Fax (U.S): +1 617 507 2559
each subtype. The sub types icons allow you to see a visual representation of the
different items in your Relations Mapper. For instance, you may use the sub types to
define different types of your products, or different types of users (first level support,
second level support, etc). Select a CI type and a CI Sub-Type from the dropdown lists,
and click the Upload Icon button to browse your computer for an image you wish to
use as an icon for your new item sub type. Click the Add button to keep your new sub
type.
     7. Add New Sub Types




- 12 -                                                               SysAid CSS Relation Mapper


          Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
          Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
          E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
Item Relation Types-
In this screen you can see another list, a list of item relation types. There are six pre-
defined types of relations in this list, and you can add as many as you need. Two of
the six relations cannot be deleted- the relation type Consists/Part of, and the
relation type Posses/Possessed by. The pre-defined item relation types are:
Consists/Part of
Posses/Possessed by
Owns/Owned by
Provided to/Receives
Covers/Is covered by
Manages/Managed by
As you see, each item relation type has two directions- the active and the passive
relation. This means that if one of your workers is responsible for providing services to
a group of contacts from a certain account, for instance, the relation type between
this user and the group of clients would be „Covers/Is covered by‟. When you will look
at the details of this user on your SysAid CSS Relation Mapper, you will see that he/she
are responsible for providing services to all the contacts from a certain account.
Similarly, when you will check in your Relation Mapper that account, or any of the
contacts, you will be able to see their relations to the other contacts and to the
responsible user.



Item Relations Graph
Under each item in your SysAid CSS Relation Mapper module, you can find an Item
Relations Graph tab. Opening this tab will allow you to see a visual representation of
all the relations of that item, in the three closest levels of relations.


The item in question will always appear at the top of the chart, and if you move your
mouse over the different items, you will be able to see their full captions.
To move to a different item in your Relation Mapper, simply click its icon in the chart.



- 13 -                                                                SysAid CSS Relation Mapper


          Tel (Israel): +972 3 533 3675    Toll Free center (U.S): 800-686-7047
          Fax (Israel): +972 3 761 7205    Tel (U.S): +1 617 275 5562
          E-mail: info@sysaidCSS.com       Fax (U.S): +1 617 507 2559
A new popup screen will open, with a list of the relations of that item. You can also
quickly reach extended information about that item – 250 fields are available for your
item information- by navigating between the different tabs in the popup screen. You
can keep clicking on items in your graph to further investigate their relationships to
other items in all levels.


To print the graph, move the mouse away from the icons of the items, and right click
it. You will be able to choose the option „Print Chart‟.


By right clicking your mouse while not standing on any item icon, you can also choose
to enable dragging the icons in the chart to see them where you prefer, or to choose
to be able to navigate to each item by clicking its icon. Right-click your mouse and
then choose „Enable Drag‟ or „Enable Link‟.




- 14 -                                                               SysAid CSS Relation Mapper


          Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
          Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
          E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
     8. Item Relations Graph




- 15 -                                                                SysAid CSS Relation Mapper


           Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
           Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
           E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
Item Imports-
SysAid allows you to import and update all your items into the Relation Mapper.
A. Importing System Items
     1. Go to Relation Mapper               Imports
     2. Under Import System Items tab choose to import into the Relation Mapper all
         your accounts, all your contacts, or to update item relations.
Please note that the import or update may take a while.


B. Importing Items form a Delimited File
     1. Go Relation Mapper              Imports screen
     2. Browse for the file you wish to import the information from.
     3. Define the appropriate data regarding your external file: number of fields, and
         the name for each field. In case the field is a date, you can also set the format
         of the field. The default format for a date is: dd-MM-yyyy
     4. Once you have completed setting the definitions for your data, click Submit.
     5. SysAid CSS will import the data from your external file, according to your
         definitions, and will state the number of imported items. New Items will be
         added with an internal Item ID. Fields of existing items will be updated based
         on the ID, if it exists.


C. Setting SysAid CSS to automatically import items
     1. Go to Preferences            Relation Mapper Settings
     2. Check the relevant boxes for automatically removing or importing accounts or
         contacts into the Relations Mapper.


Here you can set that whenever a new contact or a new account are added to SysAid
CSS, it will automatically create an equivalent item in the SysAid CSS Relation Mapper.
Similarly, you can set that whenever an account or contact are deleted, the relevant
item will be deleted as well. Note that this option is not recommended, though, since
whenever an item is deleted, all its relations are
deleted along with it. This a similar outcome to that of deleting a project in the SysAid

- 16 -                                                                           SysAid CSS Relation Mapper


            Tel (Israel): +972 3 533 3675             Toll Free center (U.S): 800-686-7047
            Fax (Israel): +972 3 761 7205             Tel (U.S): +1 617 275 5562
            E-mail: info@sysaidCSS.com                Fax (U.S): +1 617 507 2559
CSS Tasks and Projects module: as a result all the tasks of the deleted project are
deleted.


SysAid CSS Relation Mapper Example
To better understand how the SysAid CSS Relation Mapper can help you with your
work, following is a common scenario in which the Relation Mapper capabilities are
exploited for your maximum advantage.
     9. Example- Item Relations Map




Pre-Defined Elements:
     1. Our SysAid CSS Relation Mapper includes a few items of the following types:
         accounts, contacts, services, contracts, catalogs, products, and other items. We
         have added these items manually.
     2. We have already defined relationships of different types between the items.


- 17 -                                                                 SysAid CSS Relation Mapper


           Tel (Israel): +972 3 533 3675    Toll Free center (U.S): 800-686-7047
           Fax (Israel): +972 3 761 7205    Tel (U.S): +1 617 275 5562
           E-mail: info@sysaidCSS.com       Fax (U.S): +1 617 507 2559
         Items Relations should be defined by the administrator. In each item, under
         Item Relations tab, you can determine a relation to another item, simply by
         selecting the relation type from the dropdown menu, and the related item from
         your item list.




You can see below a relations mapper graph of the company ABC, which was invented
for the sake of this example. This graph is located under Relation Mapper                        Item
List       ABC ltd. (this company appears only in our example)            Item Relations tab.
You can see that two contacts are connected to this company: Jane and John.


Jane has a “VIP service”, as is seen in the map.


Attached to the ABC company you can also see a “Gold Service Support”
contract.


The product we provide ABC with is called AAA




The user responsible in our company for contact with ABC is “Helpdesk-Rep
Client”.


If you click on any of the icons, you will see a Relation Mapper graph for this item, in
which the item you just clicked is the reference point of the map, and appears on the
top of it.
You can also reach an Item Relations table where all the relations of this item are
listed, depending on what you have defined when you have customized that icon.




- 18 -                                                                  SysAid CSS Relation Mapper


             Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
             Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
             E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559
     10. Item Relations Map- a different point of reference




- 19 -                                                                  SysAid CSS Relation Mapper


           Tel (Israel): +972 3 533 3675     Toll Free center (U.S): 800-686-7047
           Fax (Israel): +972 3 761 7205     Tel (U.S): +1 617 275 5562
           E-mail: info@sysaidCSS.com        Fax (U.S): +1 617 507 2559
Take advantage of the SysAid CSS Relation Mapper to improve your service and
support. It is a powerful means of storing an unlimited number of service elements like
contracts, services, catalog items and key relationships that exist between them. You
can also customize items and their relationships in your Relation Mapper to suit your
specific business environment.




- 20 -                                                              SysAid CSS Relation Mapper


         Tel (Israel): +972 3 533 3675   Toll Free center (U.S): 800-686-7047
         Fax (Israel): +972 3 761 7205   Tel (U.S): +1 617 275 5562
         E-mail: info@sysaidCSS.com      Fax (U.S): +1 617 507 2559

				
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