Q&A Sessions from the "iSupport 9.0 - CMDB" webinars - 12/16 & 12/17

Anonymous — Tue, 22 Dec 2009 17:23:56 GMT

Thank you all so much for taking time out of your busy schedules to attend our webinars last week! We hope you found them informative and are excited about the new CMDB feature in iSupport 9.0. As promised, here are the Q&A sessions from the events.

Q: Will there be multiple language support for the maintenance notifications?
A: No, still English only, but hopefully we'll be able to provide multiple language support some time in the future.

Q: What is the minimun cSupport version for upgrading to v9
A: The version 9 installer will require that your current install is at least version 8.

Q: can asset records be archived in iSupport 9
A: This will need to be passed to our development team as version 9 doesn't provide asset archiving. Thank you for the suggestion.

Q: We have users that use roaming profiles and move around, will this be created/update in real-time?
A: See next.

Q: In other words If I have a person that logs into PC A on Monday and then PC B on tuesday if I pull up CMDB to look at a ticket they submitted on Tuesday will it show PC A or B?
A: No, user/system relationships will not be automatically updated based on logins. A new feature we are hoping to have in the next version may help you accomplish this though. Can't share details on it now, but when we announce the next version we can revisit this.

Q: We are currently in the process of upgrading to 8.0. How should we approach upgrading to 9.0? We have just finished creating an environment for testing the upgrade.
A: I'd probably just go ahead and upgrade the test environment up to 9 and move right up to the newest version. I don't see any benefit in testing/implement 8 and then doing a second round for 9.

Q: Thanks - appreciate your time.
A: You are very welcome.

Q: Is this available in the Incident Managment version of iSupport?
A: No, CMDB and Service Catalog are only in the Service Desk edition of iSupport.

Q: Is there a release date for 9.0 yet?
A: 9.0 is currently available for customers on active maintenance and already running c.Support 8.0.

Q: Is the What's new in 9.0 Webinar viewable in that I missed the original webinar?
A: Yes, an archive of that webinar is on our website. Go to the "About GWI" tab and click on the "Events" section.

Q: Is the location field every going to be a drop down list for any of the databases?
A: This has been passed to our development group and will considered for a future revision. Thank you very much for sharing your ehancement idea.

Q: Is it possible to autolink AD computers to the AD user that is using it?
A: Not in the current release, but thank you for the suggestion. We will pass this along to our development group so they can look into the possibility of adding this to a future version.

Q: If you are not currently using Asset Management would it be best to set it up first then, CMDB? or does it matter?
A: If you can use the inventory scanning feature within iSupport's asset management module to auto-inventory network devices I'd say it would be best to set up asset management before CMDB. If you aren't able to use the inventory scanning feature or if you already have your assets documented in another Microsoft SQL based asset management database you could just skip setting up iSupport's asset management and start with CMDB.

Q: How can you tell if you have the Enterprise version?
A: There is an about iSupport link listed in the help menu on the support rep desktop. The page that comes up when you select that option will list which edition you have installed; Incident Management or Service Desk. CMDB is only included in the Service Desk edition.

Q: Where did you say the new PDF files will be located?
A: The PDFs are not posted on our website. Email your Account Manager or Sales@gwi.com to get a copy of them.

Q: Can you demo how an MSP would use CMDB to report to client monthly
A: Would need more information about the data you'd wish to report to your clients in order to provide more information. Please feel free to contact your account manager or our support team if assistance is needed.

Thanks again to everyone that attended the webinar.
Eric & Darren

Announcements

Q&A Sessions from the "iSupport 9.0 - CMDB" webinars - 12/16 & 12/17