Product Updates

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! 

Hi SysMates, It’s the version before last for the year 2022 and we are rolling out a few more little joys requested by you.  In this version aka joy vol.4, we delivered 4 Bugs, which you ask? Click below to find :)  #22511 - OAuth 2.0 and third-party email automationsFixed a bug where a missing header prevented the creation of a ticket. This bug occurred when tickets originated from a third-party provider (anti-virus, telecommunication etc.), and OAuth 2.0 Incoming Email integration was set.  #15066 - OAuth 2.0 and sent items recordsFixed a bug where emails sent from SysAid were not saved in the 'Sent Items' folder of the O365 mailbox. This took place when using OAuth 2.0 email integration. To locate your sent (deleted) emails, simply click the Recoverable Items link (at the top of the Deleted folder) and find all the relevant emails. To read more about this Microsoft 365 functionality.   #14527 - Apostrophe mattersAdded support for apostrophes (‘) in User Group names. O'Neal's Team, Olivia’s Team etc. are also supported on the List View of your choice.  #14857 - Request Time is clearer when exporting reports Eliminated confusing presentation of the Request Time date range when exporting reports. If there is a range, it is presented Month, Date, Year - Month, Date, Year. If it is a single date, then it simply appears, Month, Date, Year. > It's also here < Stay tuned for the last version of 2022 v22.4.60 we saved some real goodies for last!Cheers,MaayanPS no. 1 - Want to get notified when new product updates are out? Hit subscribe and you are good!PS no. 2 -You haven’t moved yet to OAth 2.0? what are you waiting for? Here is everything you need to do it:  

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!