Product Updates

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! 

Hi All, This cloud release is out and includes a few improvements across the product in CMDB, Asset Management, Self-Service Portal, and Dashboards FR #52260, FR #52825, FR #65757, FR #52731 > For all the details < Cheers, Maayan

Hello all, We are officially in 2022! and our first of many releases to come is out, and here is what's new: #1 Upgrade to the latest Apache version release 2.17.1 was done, as we continue to address the log4j vulnerability our dedicated webpage will continue to be updated if more news come in. #2 We updated the the online help for the O365 integration to include the needed configuration changes following interface updates in Azure Microsoft. #3 We Addressed issues you reported across the board in Self-Service Portal, Service Desk, Asset Management, User Management, Help Desk & Third-Party Integrations FR #64635, FR #65199, FR #65363, FR #65353, FR #57188, FR #57227, FR #64086, FR #65409 > For all the details < Time to double up! (get it? '22 has two twos :) ), Cheers, Maayan PS - yes I made that joke, dare you to do any better??

Hello all, Great news before the year is all over! Our team has worked hard to make sure the Log4j issue will be resolved as fast as possible and we are happy to update Log4j 2.17.0 fix is included in current rollout 21.4.70 There is no action expected of you at this time, but please confirm that your RDS is upgraded to the latest version following the deployment. If you have questions or experience any issues, please contact us via our Help Desk or live chat. Phew! Now that that's done, what else happened this release? > We updated our protocols and documentation to support One Login SSO integration new requirements and it's all here > Bugs #64779, #65211, and #64572 were resolved, they are related to asset management, Help Desk and Self-Service Portal for more details. Happy Holidays to you and yours! Maayan and the SysAid team

This sprint we gave a big boost to bugs that have been bothering you! Addressing issues across the board in Self-Service Portal, Knowledge Base, Email Integration & Third-Party Integrations FR #59940, FR #63828, FR #52237, FR #61529, FR #64574, FR #62900, FR #64947 #59940 Hotkey video recording agents work when SSO integration is enabled #63828 LDAP users are authenticated when using Office 365 SSO integration #52237 Supervisor can view ticket messages in Self-Service Portal Wanna dive deeper? here. Stay tuned for the latest releases on this forum, Cheers, Maayan

As you are most likely aware, a critical vulnerability in Apache Log4j, a logging library that’s used in millions of Java-based applications, came to light over the weekend.SysAid is addressing this vulnerability on two fronts – with an immediate workaround as well as the release of both Cloud and On-premises versions that include a fix. We strongly encourage you to implement the workaround as soon as possible.Based upon our initial analysis, we do not expect customers to experience any impact as a result of the workaround. If you have any issues, please contact us ASAP.Guidelines for Cloud and On-prem customersFor any questions or issues please contact us byEmail: helpdesk@sysaid.comor reach out to our customer care live chatKind regards,Maayan & the SysAid Team PS - Want to get notified when new product updates are out? Hit subscribe and you are good! 

#1 Now Easier to Spot Your Duplicates in Attachments Ticket attachments now display a numerical indicator to show how many versions of the identical file were attached to the ticket. #2 Transfer Your Rules When Deleting Group When admins delete a group, they can transfer the group’s routing rules and escalation rules to another group before final deletion. #3 Six bugs that you reported to us have been resolved! Addressing issues across the board in the Self-Service Portal, Knowledge base, Slack integration, Asset's software tab, Task notification form #FR 58869, #FR 64334, #FR 64404, #FR 64658, #FR 64574, #FR 53803 Wanna read more? here: https://www.sysaid.com/product/cloud/latest-release Stay tuned for the latest releases on this forum, Cheers, Maayan

Work your way Admins can rename local groups using a multi-step process involving duplicating and deleting the original group. Enhancements to the SSP Scoreboard The ‘Assigned To’, ‘Request User’, and ‘Submit User’ fields can be added to the Scoreboard in the Self-Service Portal. The Export Scoreboard feature in the Self-Service Portal includes all fields displayed in the Scoreboard – not just the default fields. See the full release notes and bug fixes here: https://www.sysaid.com/product/cloud/latest-release

Work your way Admins can customize which fields are visible for CIs in SysAid Mobile. See the full release notes and bug fixes here: https://www.sysaid.com/product/cloud/latest-release

360-degree service management Admins can set escalation rules to trigger every time a ticket is updated or when a ticket is created. Simple, one-touch customer experience SSO connector is no longer limited to only three tenants; and Azure Integration is no longer limited to only one tenant. They now both support multiple tenants. See the release notes and bug fixes here: https://www.sysaid.com/product/cloud/latest-release

360-degree service management Admins can change the order in which SysAid processes routing rules. See the release notes and bug fixes here: https://www.sysaid.com/product/cloud/latest-release