Product Updates

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

Reduced scrolling, less hassleEnd users can export the ticket list to PDF or Excel from the Self-Service Portal scoreboard.See the release notes and bug fixes here: https://www.sysaid.com/product/cloud/latest-release 

Digital inventory made easy SysAid’s SolarWinds integration now supports scripts written in Python in addition to VBScript. See the release notes and bug fixes here: https://www.sysaid.com/product/cloud/latest-release

Cloud release v21.3.40 fixed several important bugs. See all the bug fixes here: https://www.sysaid.com/product/cloud/latest-release

Hello On-Prem SysAiders, I’m excited to let you know that we updated our on-premises version and you should head over to our Latest Release page and download it now! → Download SysAid 21.2 On-Prem Release ← Highlights of this release include: Custom notifications revamp: New embedded editor allows you to edit your notifications without accessing the HTML code. Simple 1-question survey that uses clickable emojis to rank satisfaction – in custom notifications Chromebook integration: Automatically (and securely!) pull information from G-Suite into SysAid. Security enhancement: Added a setting that enforces the password complexity for existing users. Local users whose passwords do not meet SysAid's complexity requirements are required to change their password on their next login. If you have any issues in downloading the release, please let us know ASAP - via our Customer Support Portal. Enjoy your new release! Tsahi

360-degree service management Admins can configure email integration to automatically remove attachments from email signatures from tickets that are automatically generated from those emails. See the release notes and bug fixes here: https://www.sysaid.com/product/cloud/latest-release

Reduced scrolling, less hassleThe Dependencies tab in SysAid Workflow Designer allows admins to easily create dependencies between action items, edit or delete existing dependencies, and add conditions to dependencies.Watch the video to see how it works.For further information, see: https://www.sysaid.com/product/cloud/latest-release

Cloud release v21.3.10 fixed several important bugs. For further information, see: https://www.sysaid.com/product/cloud/latest-release

Cloud release v21.2.50 includes an important security enhancement: We removed the "Enforce password complexity for local users" checkbox from the Account Defaults page. Note: The checkbox was initially added for the transition phase for this feature. As of now, the password complexity is always enforced. For further information, see: Cloud Release Notes Cloud Bug Fixes

Digital inventory made easy Admins can filter which Chromebook devices are imported via the Chromebooks integration. See more: Cloud Release Notes Cloud Bug Fixes

Work your wayAdmins can insert a simple 1-question survey that uses clickable emojis to rank satisfaction – in custom notifications. See more:Cloud Release NotesCloud Bug Fixes

Cloud release v21.2.10 fixed bugs that: Sometimes prevented the Office 365 SSO integration from working. Prevented SysAid from importing assets as CIs when admins mapped a custom asset list field to a CI field. For further information, see: Cloud Release Notes Cloud Bug Fixes

Cloud release v21.1.60 includes: Tightened security against potential SQL injections via the SysAid API The ability to import content packs even when they include custom columns that already exist in your system For further information, see: Cloud Release Notes Cloud Bug Fixes

Cloud release v21.1.50 includes important updates for: Monitoring Security Jira integration For full details, see: Cloud Release Notes Cloud Bug Fixes

Hello On-Prem SysAiders, I’m excited to let you know that we updated our on-premises version and you should head over to our Latest Release page and download it now! → Download SysAid 20.4 On-Prem Release ← Highlights of this release include: Clustered report templates that aggregate multiple existing reports into a single PDF file. Bulk 'update & delete' actions in the ticket list can now be set for individual users and groups. Option in Password Services that allows users to access the popular service with their email instead of domain user – simplifying the action for them! Workflow notifications can be set with new action links, which force the users to log in to SysAid via SSO to ensure security compliance. Deeper insights in Dashboard charts via filtering by 'admin group' in Service Records Overview, Highest Values, and Service Breaches. If you have any issues in downloading the release, please let us know ASAP - via our Customer Support Portal. Enjoy your new release! Dena

Work your way The new embedded editor in the custom notification form allows you to edit your notifications without accessing the HTML code. This includes formatting, adding tables, inserting images from the menu or with drag and drop, and all other standard text editor actions. It also allows for access to the notification version history with the option to revert to a previous version. See more: Cloud Release Notes Cloud Bug Fixes

Cloud release v21.1.10 includes important bug fixes in several areas: Asset management Service Desk Analytics Email integration For the full list, see: https://www.sysaid.com/product/cloud/bug-fixes

More visibility, better decisions Admins can access the BI Analytics settings from the Power BI Extract add-on page without having to navigate to the BI Analytics settings page in the Advanced Reporting settings. See more: Cloud Release Notes Cloud Bug Fixes

Work your way Access to bulk delete and update for tickets can be defined in individual user and group permissions. See more: Cloud Release Notes Cloud Bug Fixes