Product Updates

SysAid Cloud 23.4.10 is the version you don’t want to miss. Power BI upgrades, Generative AI in Beta, we encourage you to check it out!Find out more on our documentation.

It’s all coming on the first day of October!Looking forward to starting a new month?The weather is getting cooler and crisper ☕, and Cloud v.23.3.60 is following suit!Read all about the functionalities in our documentation.

Happy Fall SysAid fans,The autumn winds of the new season 🍁🍂🌲 come along with Cloud version 23.3.50’s new feature and bug fixes!Get up to date with the latest updates, right here on our Documentation.

Happy September to all SysAiders!On-Premise v. 23.3.34 is ready and waiting!Read all about it in our Documentation 📚!

Hi Summer SysAiders,Cloud 23.3.40 is shining bright like the sun! Gradual Rollout: September 3 - 10, 2023Read about in our SysAid Documentation!

Happy August SysAiders,Cloud 23.3.30 is ready for you:Gradual Rollout: August 20 - August 27You can find all the info in our Product Documentation

Hello SysAiders far and wide!Learn what Cloud 23.3.20 is all about: Gradual Rollout: August 6 - August 13Read all about it in our Product Documentation

Welcome to Q3 at SysAid, Here’s how your SysAid experience will now be even better than before:You’re about to meet Cloud version 23.3.10!Gradual Rollout: July 23 - July 30, 2023Our documentation has all the information here.

Happy Summer, SysAid fans!On-Premise v.23.2.14 is here and ready for you! Read all about it on our Documentation!⚡Here are the main highlights of this launch: ⚡SysAid Windows Agent now supports Windows 11 assets SysAid Agent Settings Automatic Updates now applicable to MAC and Linux assets using RDS Server’s new Configuration tab New “Default Location/Department/Company” Column on the Asset Types page allows Default Value assignment per Asset Type “Same as owner” “Set manually” “None” Service Catalog Widget screen size auto-adjusts per number of catalog items. New OOTB Online Users History Report “Appearance” Setting now applicable to “Relational List display” Field Multiple new Report functionalities Improved File Import capabilities for Azure Integration Optimized user experience for Service Catalog WidgetYou can upgrade your version to 23.2.14 by following this link.

Happy July, SysAid friends!Please meet 23.2.70, our latest version of Cloud.Gradual Rollout: July 9 - July 16, 2023You can read about the product updates on our documentation. 

Happy Summer SysAid friends!23.2.60 is here, too!You can read about the product updates on our documentation. Gradual Rollout: June 25 - July 2, 2023 ⚙ Service Desk Settings improvements⚒ Improved Integrations functionalities  

Happy Thursday SysAiders,Cloud 23.2.50 is ready and waiting.All of the information you need about our latest Cloud release is updated on our documentation. Gradual Rollout: June 11 - June 25, 2023What you can anticipate:👀 Rotate View now successfully alternates between Dashboards⌨ Users can successfully populate Install Name fields within a Software Product

Hi SysAiders far and wide, Cloud 23.2.40 is waiting for you to dive in!Read our updated documentation to discover how your day-to-day SysAid experience will now reach new heights of efficiency. This is what Version 23.2.40 is all about -- Gradual Rollout: May 28 - June 4, 2023Let us know how it goes!

Hello there SysAid community,Cloud 23.2.30 is now in full force!We’re officially introducing you to this release’s sharpened functionalities and impactful bug fixes!  This is what you’ll experience in Version 23.2.30, gradual rollout: May 14-21, 2023 Learn all about it in our DocumentationEnjoy every minute!

Hi there, SysAid fans!Here’s Cloud 23.2.10 and all of its features that are now ready for you. Let’s dig in This is what we’ve made happen for Version 23.2.10, gradual rollout: April 16 - 23, 2023 Feel free to read all about it in our Documentation.Enjoy the goods!

Greetings, SysAiders!Here’s the Cloud 23.1.70 you’ve been waiting for.  Let’s get startedYou can now cut out extra maintenance tasks for managing SRs & User Data!  This is what’s in store in Version 23.1.70, gradual rollout: April 2 - 9, 2023Feel free to read all about it in our Documentation.Enjoy the goods!

Hello to all SysAiders far and wide,This is what we have in store for you in Cloud 23.1.60…Are you ready?You can now enjoy more customization for Reports, Service Desk Settings, and more! 🔧 Relational List Field can now be modified by the Report’s Customize Appearance setting  ⌚ Due Dates are now updated according to "Exclude Dates" rules in several time zones 📑 The 'Add Note' and 'Add Attachment' buttons in the Ticket Update card via the bot will respect the Incident Submission Form Settings configured for the SSPThis is all part of Version 23.1.60, gradual rollout: March 19-26, 2023.You can also read more about this release in our Documentation.  Enjoy the new features, pronto!

Greetings SysAiders,  March Madness has already made its way to SysAid, and you’re in luck 🍀!It’s about time we shared what you’re getting in this exciting release. Now it’s easier to identify, backup, or delete attachments you don’t need, so you can maximize your SysAid account’s file storage. 🌍Teams Multilingual SupportSysAid for Teams supports multilingual navigation elements; buttons, prompts and labels.French, Spanish and Portuguese are supported OOTB, with pre-installed translation files. Important NotesSysAid AI capabilities (self-resolution with Knowledge Base articles) and the notification channel are not yet supported for non-English languages; Right-to-left languages are not yet supported. 📇 New OOTB ReportNew OOTB report allowing queries for the Online Users History. Available under All Reports > Inventory ⏱ Set Enabled Time for Action ItemsAction items that are enabled upon ticket creation will now have their Enabled Time equal to the Submission Time of the SR. 📈​​​​​​ Power BI APIUsing the new Power BI API, users can save BI Data in SysAid storage rather than in OneDrive. 💡 Add-onsMS Teams Add-on and Azure Add-on are now available for all SysAid Help Desk Edition licensesThis is part of Version 23.1.50, gradual rollout: March 5-12, 2023.Feel free to read about the release in our Documentation. Time to dive into your new features -- good luck!

Hi SysMates, Roses are red, valentines day is all done, and this release we continue to develop SysAid AI for Teams, check it out:   SysAid AI for Teams Displays KB Articles with Rich Text Formatting & ImagesUsers can self-resolve issues more easily using rich and engaging Knowledge article content. SysAid For Teams now displays images, tables and rich text properties of the original article. These visual elements enhance the overall experience of reading articles and will help users self-resolve issues. Important Notes: Article view in iOS is not yet supported. Images added to the article are only displayed if embedded. Large images & tables can result in horizontal scrolling If your knowledge base article has non secure URLs (http), we recommend changing them to secured URLs (https), to avoid needing to define them as 'Open in new tab" in Settings.  This is part of version 23.1.40, gradual rollout: February 19-26, 2023, and it's in our Documentation, too! Till next time 💐

Hi On-Prem SysMates, Can I call you the OOPG’s (the original on-premises gangsters)? Ya, not everything needs an abbreviation probably. In any case, our new version, which includes a new dashboards series, Linux agent for RPM, and more is up and ready for your upgrade: Download SysAid v22.4.45 On-Prem Release What's in this release you ask? Let’s see:Three new Dashboard Charts focusing on Action Items New charts 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. Action Items by Category  - Identify which categories are most used for workflow action items. Open Action Items - Review 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.​​​​​​and a supporting act: Service Record Actions List View Improved, which directly correlates with the new dashboard charts. 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. New and Advanced Linux Agent for Leading DistributionsWe now support RPM distribution for Linux. The new RPM agent, is an application, installed on the asset, supporting leading Linux distributions: RedHat, Debian, and Ubuntu. The RPM agent includes enhanced functionality:Improved inventory capabilities, monitoring, auto upgrading, controlling the agent setting remotely, and troubleshooting. Read here for more information.  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.  Eliminate mundane user management tasks with ABots ABots are simple plug-n-play bots that automate the most common manual and repetitive IT admin tasks.Our first ABots support your most common user repository tasks, for example: new employee onboarding, role changes, permissions management for temp workers or visitors, and offboarding. Learn more and sign up here:  Active Directory Azure Active Directory Microsoft Exchange ICYMI: 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. No version is complete without security enhancements » 12 in total!Tightened security around access to SysAid's GraphQL scheme. This covers CVE-2021-41249. Upgraded to the latest version (1.10.0) of JAR to fix Apache Commons Text vulnerability. This covers CVE-2022-42889. Upgraded the Patch Management implementation to Apache HTTPD version 2.4.53 to prevent vulnerability errors. In the Agent Settings Policy, when disabling the checkbox for Enable Remote Control it will not only disable the functionality, it will also refrain from installing it on connected Windows assets. For more advanced remote control capabilities and experience check out our TeamViewer embedded service. Tightened security around logging into SysAid without using an email address via ADFS  single sign-on. Tightened security against potential XSS and SQL injection attacks.  Tightened security around user passwords.  Tightened security against potential XSS attacks in the Password Services Module.  Tightened security for SysAid login around password validation and Captcha display.  Added validation of file types when attachments are uploaded to SysAid via Chat. Tightened security against potential XSS attacks in the Password Services Module. Tightened security against potential XSS attacks around SAML responses from a variety of add-ons, such as Office 365 SSO.   👉👉To see the full list of 46 items in this version visit our Product Documentation.  That’s it for this time, and of course, thank you to our amazing pathfinders testing the waters first to ensure a great version for all! Want to join in on the action? sign up here.Cheers, Upgrade done? Share with us your thoughts in the comments 👇🏼

Hi Sysmates, Does that title sing song in your mind? because I am hearing IT, say it too: H two twenty twenty two! 📣📣We are already delivering great stuff in 2023 but let’s take a moment to see how SysAid continued to evolve in the second half of 2022: 13 Versions released  19 New features deployed 42 Bugs resolved  12 Security enhancements With spotlights on: SysAid AI for Teams, Reporting & Analytics, Asset Management and Self Service portal  Want to dive deeper? Check this out What was your favorite in this bunch? do tell us in the comments.The SysAid Product Team would love to hear from you!

Hi SysMates, January is all over and we are actually still in 2023, and we continue to roll out more features. Let’s check it out: White label the SysAid BotThe SysAid bot on Microsoft Teams can be customized by Admins to fit their unique company brand and culture; Create a bot ‘persona’, consistent with brand identity and IT requirements Align with internal corporate themes, colors, and branding Learn more about setup here.Customize your default values for Asset TypesThe Asset Types page now includes a “Default Location/Department/Company” column. This enables you to define default values for each individual asset type – providing added flexibility and customization options for assets’ default values.When defining the Location, Department, or Company you can choose the logic for each value: “Same as owner”, “Set manually” or “None”.  These two are big but they are not alone we also delivered: #18814 - Company names with special characters in Azure syncs Fixed a bug that caused the company entities to be duplicated when imported from Azure, if the company name included special symbols (i.e. ä, ß, é, ç etc).#24673  - Automate Joe column duplications Fixed a bug for accounts using Automate Joe, that caused the “Visible in automation panel” column to be duplicated in the “Request Templates” list view.#17830  - Service catalog search results in SSP Fixed a bug that sometimes caused the SSP to open the homepage (when clicking on a search result) instead of the desired service catalog page.#14503 - New tag for email notifications: $RequestUserManagerThe new $RequestUserManager email notification tag is now used to retrieve the Request User’s manager name according to the “User name Display Method” (as defined in the Customize Appearance settings). This tag replaces the previous $ReqUser.userManagerName tag.   What is all this you ask? Version 23.1.30, gradual rollout: February 5-12, 2023and It's also here If you brand your bot, will you share what you created with us in the comments? would love to see 🤗Till next time,  

Hi SysMates, This version is packed full of crowd pleasers for admins and end-user alike. Let’s dive in:  Measure your end-users’ satisfaction by adding a survey to your AI Service DeskAdmins can measure their end-users’ satisfaction by collecting feedback after creating/closing a ticket in Microsoft Teams. Minimize “hassle” for end users, by providing the survey in Teams rather than sending an email Achieve a higher percentage of responses Gain insights in real time to improve your service delivery For set up go to: Settings > Customize > Notifications > Choose notificationInsert a survey in the body of the dedicated notifications (#1002 MS Teams SR Created or #1005 MS Teams SR Changed). Learn more about the Survey set up.MS Teams Chat thread with Satisfaction Survey When you need context, you can find the ticket notes in AI Service DeskEnd users can save the time by using the notes history option in the SysAid bot interface rather than scrolling through their ticket history in their mailbox.  Improved and easier communication between the Admin and end-user as each action taken is easily found within the interface Every note included in a ticket is visible within the ticket summary - Full Notes History To enable it for your AI Service Desk as well as for your SSP go to: Settings > Self-Service Portal > Self-Service Portal Settings > Advanced Settings > Add/Remove fields > Add the Notes fieldLearn more about Notes functionality here. You don’t have AI Service Desk set up yet? We're happy to help you! Seamless configuration for MAC & Linux on SysAid AgentsOur Agent settings now also apply to MAC and Linux assets! Publish the desired Agent Settings Policy to your RDS of choice and all your MAC and Linux assets will be seamlessly configured. This is done via the new Configuration tab on your RDS server. There’s no need to manually update each asset.Learn more about the new Configuration tab and how to add a new asset policy.Configuration tab on the RDS Settings Three excellent new features right? and that's not all as we address some more items:  #24283 - Fixed Filter in Service Quality by Timer Dashboard Chart Fixed a bug that prevented using the Custom Filter field in the Dashboard Chart called Service Quality by Timer. #23854 - Updated the disable remote control in the Agent Settings functionalityIn the Agent Settings Policy, when disabling the checkbox for Enable Remote Control it will not only disable the functionality, it will also refrain from installing it on connected Windows assets.  For more advanced remote control capabilities and experience check out our TeamViewer embedded service.  No Version is complete without security enhancements!#24019 - Tightened security against potential XSS attacks in the Password Services Module.#23743 - Tightened security against potential XSS attacks around SAML responses from a variety of add-ons, such as Office 365 SSO.   What is all this you ask? Version 23.1.20, gradual rollout: January 22-29, 2023and It's also here So… what feature in this version is your favorite?? Tell me in the comments! PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

 Hi SysMates, How were your holidays? Are you all ready for 2 0 2 3 ?! A little bird told me it is going to be a big one. For the first version of the year, we lifted limitations for email integration OAuth 2.0 protocol improvement delivering:#23347    Fixed a bug that caused file(s) larger than 3MB to fail sending the email, when using O365 Email Integration with OAuth 2.0 > It's also here < If you still haven’t moved all your email integrations to OAuth 2.0 this is the time:  Can wait to tell you about all that is in store for 2023, Stay Tuned,  PS - Subscribe and get all your product updates directly to your inbox. Hit subscribe and you are good!

Hi SysMates, It’s the last version for 2022 and we have amazing and exciting gifts for you!🎁✨Introducing the NLP KB for AI Service DeskThe AI Service Desk, now with NLP, lets end users easily self-resolve issues by bringing them KB articles in their work environment. SysAid’s conversational bot turns IT service into personal service - end-users get the help they need whenever and wherever they are Bring KB to your end-users in their work environment Suggest curated KB articles to empower end-users to self-resolve Continually improve accuracy as the bot learns AI Service Desk NLP for KB articles: Suggested answers to end-used in TeamsNew and Advanced Linux Agent for Leading Distributions We now support RPM distribution for Linux. The new RPM agent, is an application, installed on the asset, supporting leading Linux distributions: RedHat (RHEL), Debian, and Ubuntu. The RPM agent includes enhanced functionality:Improved inventory capabilities, monitoring, auto upgrading, controlling the agent setting remotely, and troubleshooting.Read here for more information.  SysAid Agent Available for Windows 11SysAid continues to deliver on its promise to support the broadest array of OS, and SysAid Windows agent now supports Windows 11 assets. And last but no least a few more highly requested Joys: #14796 - New custom datetime tag for email notifications Hide contentCustom datetime fields in email notifications now appear in the time zone set by the customer, as we fixed a bug that caused those fields to automatically appear in EST.Update your notifications to use the new tag ${sr.getCustomFieldValue("CUSTOM FIELD NAME") for every custom field. For more details see here#20076 - Assets with FIPS policy support Hide contentAgents no longer fail when downloading files when the asset has the FIPS policy enabled. The agent files use the SHA265 (instead of MD5) encoding method. That’s all for Version 22.4.60 - Gradual Rollout: December 25th, 2022 – January 2nd, 2023> It's also here < Happy holidays to you and yours!The SysAid TeamPS - Want to get notified when new product updates are out? Hit subscribe and you are good!