Product Updates

Hi On-Prem SysMates, Can I call you OPSM? Ok, maybe we need to think of a better name (suggestions are welcome in the comments section!). Now, where was I? Oh yeah! Our new version, which also includes Linux, is up and ready for your upgrade: Download SysAid v22.3.35 On-Prem Release Highlights include:New “Additional Data” box gives filtered information on the SSP ticket view giving you only the information you needUsers now enjoy a “cleaner” view of their ticket information in the Self-Service Portal (SSP).The Additional Data box in the ticket view includes only relevant fields (per ticket template) that were filled in (upon ticket creation). No more redundant, empty fields.There’s no need for set up, but admins can easily define fields to be displayed separately in the Ticket Info box in the Settings. Improved Management of Azure Active Directory Automatic updates: All updates to users and groups in Azure are immediately and automatically synced into your helpdesk. No need for scheduled tasks to synchronize between Azure AD and SysAid. Filters: Reduce clutter and redundant information. Admins can filter which users and groups are imported from Azure into SysAid. Learn moreReduce tickets generated From junk email addresses Eliminate “junk” tickets from your queue. Admins can create a blacklist of up to 20 email addresses and/or domains that will be ignored by the Incoming Email integration within SysAid. Emails from these domains will not trigger the creation of a ticket.Better together: SysAid Slack integration v2.0 We have added quite a few great capabilities to our Slack integration. Available on SysAid Marketplace Send Slack Direct Messages from SysAid Attach a Ticket to an existing Slack channel or create a new channel Use the SysAid Slash Commands in Slack Create an SR Link a Slack channel to an SR Show pending workflow action items list Approve/Deny SysAid pending action item directly from Slack Security enhancement - Embed access token required for existing accounts Better control and customization of automation rule triggersBy creating a threshold for operating hours, you enjoy better control and customization of automation (escalation) rules. This new field allows you to establish a threshold that automatically distinguishes which rules are to be calculated in operation hours (short-term) and which are calculated by absolute hours (long-term).The default value for the threshold is set for 168 hours, but you can easily configure it according to your needs. Learn more. In such a scenario, a rule that should run 3 hours after a certain event in a ticket will be calculated by operating hours. A rule that should run once a month, in this case 720 hours, will be calculated in absolute hours. The Essentials for Your Move to Microsoft 365 Exchange OAuth 2.0 protocolTwo years ago, Microsoft announced that it will no longer support basic authentication protocols (SMTP, IMAP, POP). The time has come to move to the more secure and updated OAuth 2.0 protocol. Follow these steps to keep going with no interruptions:On-Premises Linux customers stay current with SysAidOn-Premises Linux users can continue to enjoy the most advanced versions of SysAid, with all of the features and benefits. We will continue to invest in our broad ecosystem so that no customer is left behind. Follow this guide for instructions on how to upgrade your SysAid. ICYMI: Sunsetting Oracle database for On-PremisesWe have decided to sunset our support for Oracle database as part of the effort to optimize our development flow, aligning our On-Prem and Cloud infrastructure to enable streamlined development and releases for you to enjoy.For accounts using Oracle database we recommend not upgrading further than v21.2.35 until database migration has been performed. Reach out to our team to start the conversation for your migration. We are here to support you through this process of moving to MSSQL or MYSQL, and even consider taking the opportunity to reach for the SysAid cloud in partnership with AWS ISV Workload Migration Program. For more about these and the full list of items included in this version, visit our Product Documentation.  Done Upgrading? Let us know how your upgrade went in the comments section or reach out to our Customer Care team via live chat or open a ticket on our Customer Portal if you need assistance. Happy upgrade, MaayanPS, some pins:📌During upgrading, if you require additional back versions you can find them here (login required). 📌Tired of the upkeep? Wondering what it would entail to move to the cloud? Talk to us. 📌 Want to get notified when new product updates are out? Hit the subscribe button and stay in the know!  

Hi SysMates, Find your joy, vol.3.  End of the year is ever encroaching (how is your 2023 planning going?) and we are continuing to roll out the small bites that will bring a smile to your face, bugs that were reported in high number.  In this version aka joy vol.3, we delivered 3 Bugs, which you ask? Click below to find :)  #20077 & 21356Fixed a bug that prevented SysAid from displaying values of custom text fields and custom text area fields when added as columns in List Views. #14730Fixed a bug that prevented SysAid from running Password Services on an asset after an agent upgrade. To learn more about the Password Services self-resolution capabilities see here. #16365Increased security by masking the secret key on the Azure add-on integration page.  > It's also here < Let us know what you think. In the comments!Cheers,MaayanPS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

 Hi SysMates, Yes, we mean it.  This end of the year we are focusing on the small bites that make your life just a tad more joyous, rolling out features and bugs that were reported in high numbers. In this version aka joy vol.2, we delivered 3 Bugs, 1 Security Enhancement, which you ask? Click below to find :)  #14490Fixed a bug that prevented the in-reply-to functionality from working as expected when OAuth 2.0 protocol was used in email integration. This fix resolved a highly problematic issue in which tickets were repeatedly duplicated when users CCed an integrated email address on a reply to an email thread related to a ticket.​​​ #20080Admins can now filter List Views and Dashboards by relational list fields. Creating the flexibility to view the unique information important to your organization and for your work.  #20424Fixed a bug that prevented the Service Record Actions list from displaying the value of custom relational list fields. #16785Upgraded the Patch Management implementation to Apache HTTPD version 2.4.53 to prevent vulnerability errors. > It's also here <   You haven’t moved yet to OAth 2.0? what are you waiting for? Here is everything you need to do it: Let us know what you think. In the comments!Cheers,MaayanPS - Want to get notified when new product updates are out? Hit subscribe and you are good!

Hi SysMates, The end of the year is just around the corner, and we are giving attention to the bugs you care about!In the next couple of versions, we will be rolling out bugs that were reported in high numbers and hopefully bring some joy to you and yours.  In this version, we delivered 1 Feature, 3 Bugs, 2 Security Enhancement, which you ask? Click below to find :)  #15896The ticket ID numbers listed in reports exported to CSV files no longer include a comma. For example, instead of displaying the ID number as 232,568, it now displays the ID number as 232568. This applies to all reports within the system, but not to other exports.#16753 Fixed a bug that prevented the asset list from sorting assets by the Last Access Time column.#14814Fixed a bug that prevented SysAid from displaying a visual indication (*) for required fields in the template and sub-type forms.#18066Azure integration enables, by default, the option for it to be the secondary user repository, when the customer is already running another user repository integration. This makes it easier to enable Azure integration to access certain SysAid capabilities without creating duplicate users.#20600Tightened security for SysAid login around password validation and Captcha display.#20942Upgraded to the latest version (1.10.0) of JAR to fix Apache Commons Text vulnerability. This covers CVE-2022-42889.  > Check IT out <And let us know what you think. In the comments!Cheers,MaayanPS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hi SysMates, Third charm, sorry chart is here! and yet I still find it charming as heck. The third and final chart for the Action Item series is rolled out in this version, 22.4.10. Chart No. 3: Open Action Items, is added to the out-of-the-box list of charts on the Dashboard.It allows admins to monitor and color code, how many action items are active in their accounts. They can filter the action items by, Category, Type, and other criteria to best meet their individual needs. New Dashboard Chart: Open Action ItemsWondering what are the other new charming charts? Here you go: Chart No. 1: Action Items OverviewChart No. 2: Action Items by CategoryWe also delivered fixes on several fronts you have reported to us, related to: Self-Service Portal (13 customers reported #19817)Asset Management (7 customers reported #15151) As well as fixes related to Chat and Analytics> Check IT all out <And let us know what you think. In the comments!Cheers,MaayanPS - Want to get notified when new product updates are out? Hit subscribe and you are good!Subscribe to SysAid Product Updates 

Howdy SysMates, We just wrapped a 2-day spectacle that is SMART 2022 hope you joined but if not click the link and check it out on-demand (will be available from next week)!And yet, development and delivery does not stop, and here is version 22.3.70 best: The second installation in the series of new charts for the dashboard is here - Action Items by Category. New Dashboard Chart: Action Items by Category  The first one was this.  We also fixed bugs related to Analytics | Agent | Service Desk| User Management> Check IT all out < And let us know what you think, in the comments!Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good!Subscribe to SysAid Product Updates 

Hi All, Happy after summer aka September! In this version we have delivered: 1 Security enhancement for GraphQL, this covers CVE-2021-41249.1 bug for SSP fixed #18871 that 5 customers 1 bug for Jira integration fixed #193301 bug for chart “Open SRs per month” on our dashboard #18837 > Check IT all out < And let us know what you think, in the comments!Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! Subscribe to SysAid Product Updates 

Hi SysMates,A new cloud release is here and I am liking what I see (hint analytics is my fave): New Chart Type for Dashboard: Action Items Overview  New chart type added to the out-of-the-box list of charts, available in the Advanced Reporting section in Settings called Action Items Overview. Helping admins keep track of their workflow tasks.New Chart Type: Action Items OverviewBy the way a few more new charts will be coming soon so stay tuned! Service Record Actions List View ImprovedAdded a new view to the Service Records Actions list called Dashboard, which directly correlates with the new chart type Action Items Overview. In the table display, three new columns are included: Service Record Type Category Sub Category (Optional)Same as the fields in the Action Items Overview chart.Service Record Actions list viewAre You the Next SysAid ABots Pathfinder?Don’t miss out on this opportunity to be one of the first to enjoy more automation. ABots are simple plug-n-play bots that automate the most common manual and repetitive IT admin tasks.Our first 3 ABots support your most common user repository tasks, for example: new employee onboarding, role changes, permissions management for temp workers or visitors, and offboarding. See more and sign up: Active Directory Azure Active Directory Microsoft Exchange We also fixed bugs related to our Third-Party Integrations with Azure and Jira  > Check IT all out < And let us know what you think, in the comments!Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! Subscribe to SysAid Product Updates 

Hi All, A new cloud release is here with some goodies on several fronts, let’s see what we have here:  Making it Easier to Adopt AI Service DeskFor accounts that are happily using a different user repository and must enable Azure for the AI Service Desk, we created a new option to define Azure as a secondary repository. For example, this enables LDAP and Azure User Repositories to work side-by-side.The 'Azure-secondary' mode allows customers to easily setup the AI Service Desk. They can activate the pre-requisite Azure integration without leaving behind their existing groups, filters, sign-in, and password services. Learn more here At least 8 accounts had this on their wish list and now it’s here! 🙌🏼 Query Builder: Low-code Configurability of Date FiltersInstead of having to choose start and end dates, admins can now choose from a simple dropdown list of pre-defined time periods in the query builder. This is available on list filters related to all entities across SysAid.  This saves admins time and requires low effort to set up as no-code is required.    Edit User Group Page Improved The edit page for User Groups has been improved, sectioning the information and actions into three tabs: General, Members, and Permissions, as well as adding option to delete or duplicate group.   Another good one is part of this release on the Patch Management front #15902: Increase the flexibility to configure the Patch Management reboot policy. When choosing “Let Users Decide” admins can select if to include the allow  “Don’t Bother Me Again” option for end-users.  We also fixed bugs and more small features on a couple of SysAid modules:General  | Patch Management | Self-Service Portal | Third-Party Integrations | BI Analytics > Check IT all out < And let us know what you think, in the comments!Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! Subscribe to SysAid Product Updates 

Hi All,This is a great release with some pure joy from bugs eradicate and some important security enhancements.Security Enhancements: Upgraded Tomcat to build 64 to protect against potential DoS attacks. This covers CVE-2022-29885. Tightened security around the SysAid Remote Discovery Service (RDS) by upgrading to version Java 8.0.312.Bugs addressed on a couple of SysAid modules:General  | Patch Management | Self-Service Portal > Check IT all out <Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hi All, Excited to share with you this release elevating our AI service desk capabilities!AI Service Desk: Ticket Classification WizardOnce user clicks the Create ticket button in Microsoft Teams, the Ticket Classification Wizard will appear allowing users to set the Categories, Description, and Urgency for the tickets they submit via the SysAid Bot. AI Service Desk: New Ticket SummaryOnce ticket is submitted the Ticket Summary is displayed, and includes buttons for more actions: Add note Add attachment Close ticket Main menu We also fixed bugs and more small features on a couple of SysAid modules:SSP | RDS | AI service Desk > Check IT all out <Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hi SysMates, First Half of 2022 is all done and it was packed with goodies: 12 Versions released  26 New features deployed 33 Bugs resolved  14 Security enhancements Want to dive deeper? Check this out  Let us know what you liked best out of this excellent bunch in the comments!Cheers,Maayan  PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hi All,This is a great release with quite a few awaited enhancements! Check them out: Increased Flexibility for Azure Integration - Filter for Groups and Active UsersTwo enhancements to the Azure Integration:Group filtering – Filter which groups are imported from Azure to SysAid. Import active users only, by default.My Apps - Azure Active Directory - Settings View  Display More Content in the Self-Service Portal’s Ticket ViewThe “Additional Data” container field displays fields that were added to the ticket’s template and filled in by the user (upon ticket submission). This field is located in the Self-Service Portal’s ticket view in the Ticket Info section.Admins can define fields to be displayed separately in this section in the Settings. Self-Service Portal - Ticket View for End-UserDefine Threshold for Escalation Rule TriggersAdded a field to define the threshold for using operating hours in setting triggers to help you better configure your escalation rules. Learn more.Setting > Service Desk > GeneralWe also fixed bugs on a couple of SysAid modules:SSP | Asset Management | Help Desk | Third-Party Integrations> Check IT all out <Cheers,Maayan  PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hi All,Last version for Q2 and we have some good ones for ya: Optimize Your Attachment Storage Capacity in SysAidAttachment Storage Management allows you to easily identify, backup, and delete unnecessary attachment files in SysAid according to year, size, and date. This helps you get the most out of the 30 GB of file storage allotted to each SysAid account. To learn more. Block Specific Emails or Domains from Generating Tickets in Email IntegrationAdmins can create a blacklist of up to 20 email addresses and/or domains that will be ignored by incoming email integration in SysAid. We also fixed bugs on a couple of SysAid modules:Email Integration | Help Desk | Third-Party Integration | Service Desk> Check IT all out <Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hi Hi,Our new On-Premises release is out. Head over to our Latest Release page and download it now!→ Download SysAid v22.1.65 On-Prem Release ← Highlights of this release include: Workflow Action Items: Customize and Automate Reminders A new check box in the Escalation Rules form allows admins to set customized reminders on action items. This requires configuration, read more about it here.Self-Service Portal Enhancements Improved Scoreboard pagination and Service Catalog new loading mechanism – leading to major performance improvements and supporting intricate service catalogs.End-User Portal Sunset The legacy End-User Portal (EUP) has reached the end of its journey and is now being officially retired as SysAid is ending maintenance as of this release. Once you upgrade to the latest version you will automatically be transferred to SysAid's more advanced and secure Self-Service Portal (SSP). See it in action:   Sunsetting Oracle Database for On-Prem In order to align our On-Prem and Cloud infrastructure, we are sunsetting our support for the Oracle database.ICYMI, the SysAid Mobile Add-On for On-Prem Is Here         It’s waiting for you on SysAid’s Marketplace.If you are wondering what’s next? ABots is looking for some early adopters!Our new automation bots are planned to be released in our next version.ABots are simple plug-n-play bots that automate the most common manual and repetitive IT tasks. The first batch of ABots are for user management (with Microsoft and Azure Active Directories, and Exchange). We are looking for some test drivers to help put the finishing touches before it’s released to anybody else. Come be a part, email our Abots team.Let us know how the upgrade goes!Cheers,Maayan 📌During upgrade if you require additional back versions you can find them here. 📌 Want to get notified when new product updates are out? Hit subscribe and you are good!Subscribe to Product Updates 

Hi All,We got some good stuff for ya this version:Instantly See Changes in Azure AD Reflected in SysAid:Any update or change you make in the the Azure Active Directory are immediately and automatically synced with SysAid via Azure third-party integration, #68053.Time to Move to Gmail OAuth 2.0 Email IntegrationGmail is phasing out it's support for SMTP firxt free accounts next paid, it's time to move Auth 2.0 Follow these simple steps to get set up.We also fixed bugs on a couple of SysAid modules:Email Integration | Analytics | Third-Party Integration> Check IT all out <Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good!    

Hi All,This Cloud version we continues to elaborate our Azure and OKTA integrations and fix a bug in Reports module as well.Check IT all outICYMI: SysAid Slack Integration v2.0 has been released!We have listened to your requests and added quite a few great capabilities to our integration with Slack.[url=https://www.sysaid.com/it-service-management-software/marketplace/slack?utm_source=SysAid-Community&utm_medium=post&utm_campaign=Latest-RN-Cloud]Available on SysAid’s Marketplace. Security Enhancements Recap: The Israel National Cyber Directorate published a series of advisories including vulnerabilities with the SysAid product. These were brought to our attention prior to the report, and we have already addressed them:Tightened security around access to LDAP Imported users via the API. This covers [url=https://nvd.nist.gov/vuln/detail/CVE-2021-36721]CVE-2021-36721.Tightened security around uploading files in SysAid. This covers [url=https://nvd.nist.gov/vuln/detail/CVE-2021-22796]CVE-2021-22796.Tightened security around access for non-admin users. This covers CVE-2022-22798.Tightened security against potential Cross-Site Scripting (XSS) attacks. This covers CVE-2022-23165.Tightened security around access to vulnerable files in the SysAid server. This covers CVE-2022-23166.For the full review of each issue including description of the issues, and their defined impact see here.Till Next Time,Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good!    

Hi All,This Cloud version we heard your requests and released:Increased Flexibility for Azure Active Directory IntegrationAdmins can filter which users are imported from Azure into SysAid.> Check IT all out <Keeping IT tight,Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hi All,In this new cloud version we addressed a few bugs reposted by you our lovely users:#67860+67591 in the SSP#65136 in the Third party integration for Azure Active Directory> Check IT all out <Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hi All,This new cloud version is bringing to you a zen moment:Automatically Archive Old TicketsKeeping your workspace decluttered allows you to focus on the here and now.SysAid archives tickets that have not been updated for 12 months or more.This applies to:All closed, and deleted tickets older than 12 monthsOpen incident tickets that haven't been edited in 12 months or moreNothing is lost, it has just moved from your day-to-day work list, and is easily accessible through the dedicated “Archived” view.We also fixed a bug regarding guests opening incidents on SSP #67458> Check IT all out <Keeping IT tight,Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good!  

Hi All,This Sunday the new cloud version is coming to ya with good stuff:Reports generated in Excel are now exported in .XLSX format for better experience and support of extra large files. Extra good for those quarterly and annual reports analysis pieces 😉#52960Doubled down on XXS vulnerabilities in different areas, cause your security is our priority (cheesy yes, no joke though.)#67238, #67241, #67258, #67262Also refined the file types supported for upload to reduce exposure to malicious files, see files supported here.#66686And more related to 6 different areas in the product:SSP | Email Integration | Third-Party Integrations | Analytics | Knowledge Base | Security> Check IT all out <Cheers,Maayan PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

Hello everybody!Here is what's new on v22.1.50:Improved Patch Management implementation mechanism to resolve Apache HTTPD vulnerability errors. #54161 #58032We Addressed more issues you reported across the board inRDS | Asset Management | Third-Party Integrations> Check IT all out <Cheers,Maayan

Heya!We just levelled up your workflow designer capabilities:Enabling customization and Automation of Reminders for Action Items as well!A new check box in the Escalation Rules form allows admins to set customized reminders on action items. This requires configuration, read more about it here. We also crossed off some bugs for mobile and SSP (isn't that the best feeling? crossing off, yes [sigh])> Check IT all out <Automate IT,Cheers,Maayan

Hello all,Here is what's new on v22.1.30:#1Define Number of Tickets in Scoreboard PageAdmins can define how many tickets are displayed in the Self-Service Portal scoreboard page when the end user clicks Show All.#2 Adding validation for end users self registration process on our SSP#3 adding more variables for email notifications$RequestUserManager – The direct manager of the ticket's request user.$AIAssigneeDirectManager – The direct manager of the user assigned to the action item.$ReopenSR-requires_login - require login before reopening ticket from email and update the SR as needed.#4html customization capability for SSO login page fixed!We Addressed more issues you reported across the board inSSP | Service Desk | Asset Management | Help Desk | Third-Party Integrations | Email IntegrationFRs #60457, #53656, #60979, #66129, #53457, #65566, #66131, #65802, #65798, #64356> Check IT all out <Cheers,Maayan

Dear SysMates,Happy to updated version is now released officially! and has a lot of goodies, including: Mobile Solution for On-Premises: Yes, yes – it’s launched, and it includes all the same functionality as the Cloud version. It requires a license. Want to get your hands on it? Visit [url=https://www.sysaid.com/it-service-management-software/marketplace/mobile-for-on-premises?utm_source=SysAid-Community&utm_medium=post&utm_campaign=Latest-RN-OP-MobileAO]SysAid’s Marketplace for all the details.Apache Log4j vulnerability fix: As soon as the news was heard around the world about the new Apache Log4j vulnerability, the SysAid security team quickly got to work in order to include the fix (upgraded to Apache Log4j v2.17.1) in this On-Prem version.And more: Workflow dependencies: The new Dependencies tab in SysAid Workflow Designer helps you to easily create dependencies between action items, edit or delete existing dependencies, and add conditions to dependencies. Multi-tenant support: SSO connector and the Azure integration now supports multi tenants. Get immediate updates whenever a ticket is created or updated (using “After Save” options for triggering escalation rules). Self-Service Portal enhancements: Improved search + the ability to export a ticket list from the Scoreboard to PDF or Excel – and it includes all fields. Reduce clutter: Trim signature attachments: Avoid saving email signature attachments by having them automatically removed from tickets that are generated from emails Remove duplicates: When there are duplicate files in a ticket’s attachments, SysAid only keeps one version of the file (and displays a visual indicator of how many other copies there are). → Download SysAid 21.4 On-Prem Release ← 📌During upgrade if you require additional back version you can find them here. 📌If you have any issues in upgrading the release, please reach to our Customer Care team via our Helpdesk or live chatLet us know how it goes!Cheers,MaayanPS - Heads up for the next OP release (v22.1), the End User Portal will sunset, take the time now and move your operations to the modern and more sophisticated cousin SysAid’s Self-Service Portal for better user experience and security standards. PS2 - Want to get notified when new product updates are out? Hit subscribe and you are good!