Skip to main content
Question

Assigning tickets in Spaces

  • February 10, 2026
  • 1 reply
  • 6 views
S
Active talker

We have a number of users still using Classic View in SysAid and the updates are confusing. If a ticket is updated via Spaces, the updates do not correlate to the ticket in Classic View. For example this ticket has been assigned to user Joe Surridge but the update at 16:11 says it has been assigned to user Melanie Simmonds.

 

 

1 reply

SysAid Copilot
SysAider
Forum|alt.badge.img+4
Hi there,

SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:

copilot-1.png
Understood. This is a known synchronization/display mismatch between Spaces and Classic that can show different assignees or history entries.

Please try:
- Hard refresh Spaces (Ctrl+F5) and reopen the ticket in a new tab/incognito.
- In Classic, open the same ticket, click Save (no change), then reopen it in Spaces to push a fresh sync.
- Confirm both fields are populated: Assigned Admin and Admin Group. If one is empty, set both, save, and recheck Classic.
- Review automations/routing rules and workflow actions that may overwrite the assignee after save (Settings → Service Desk → Routing Rules; Workflow/Automation rules).

If the mismatch persists:
- Provide 1–2 example ticket IDs, the exact timestamps of the conflicting updates, and who performed them.
- Capture a HAR file while opening the ticket in Spaces and note your local time when captured.
- Open a Service Record so Support can attach your account to the existing investigation and review logs.
Terms & ConditionsCookie settingsAccessibility statement