Product Updates

Work your way Users can enter their email instead of domain to access Password Services when the check box is selected. 360-degree service management A new set of action links that enforce login to SysAid is available for workflow notifications – ensuring that users who click the links get logged-in to SysAid as the correct user with their defined permissions. See more: Cloud Release Notes Cloud Bug Fixes

Hello On-Prem SysAiders, Yep, just 2 months later, we've launched another great SysAid On-Prem release – now available for you to download! → Download SysAid 20.3.64 On-Prem Release ← Highlights of this release include: Setting up incoming email integration and calendar sync with the OAuth 2.0 protocol, using Microsoft 365 or Google. Improvements to ticket attachments, including the ability to sort ticket attachments, filter them by file type, and easily locate attachments by searching for them in the Attachments search bar. Three new types of custom list fields: multi-select, relational, and relational multi-select. Notifications can generate requests, changes, or problems; not just incidents anymore! Shortcuts to category pointer items in the Service Catalog, providing access from multiple places, while maintaining the item in just a single location. If you have any issues in downloading the release, please let Support know ASAP - via our Customer Support Portal. Enjoy your new release! Dena

Work your way Admins can streamline their reporting responsibilities by creating clustered report templates that aggregate multiple existing reports into a single PDF file. See more: Cloud Release Notes Cloud Bug Fixes

Hi On-Prem SysAiders, Have you not yet downloaded to the latest release? It’s a shame. There’s too many wonderful features that you’re missing out on. At no extra cost. That’s right. See for yourself what’s included in your SysAid license…. and use it! For example Workflow Designer, which was launched in March 2020. Digitize your workflows! This one’s only available for Full edition license. But even if you have a Basic edition license, there are too many security enhancements in the latest release – that it would be detrimental not to upgrade., BTW, if you are on Basic, the Workflow Designer is an amazing reason to move to Full. Speak to your customer success manager right away. Download now Any questions? Let me know! Cheers, Dena

360-degree service management New Beta add-ons: SysAid’s upgraded Slack add-on provides increased capabilities in managing Slack channels, notifications, and private messaging within SysAid tickets, and action item approvals from within Slack. Easily and automatically sync SysAid user management with OneLogin Active Directory. See more: Cloud Release Notes Cloud Bug Fixes

Reduced scrolling, less hassle Admins can access an action item’s attributes from a side panel in the Workflow Designer, instead of having to open a new window. See more: Cloud Release Notes Cloud Bug Fixes

No MAJOR highlights in SysAid Cloud v20.3.50. However, there is a nice new feature in your reports – where custom multi-select and relational list fields can now be displayed. See more: Cloud Release Notes Cloud Bug Fixes

Hi On-Prem SysAiders, For those of you who have not yet heard, super excited to announce that SysAid On-Prem v20.2 is now available to download! → Download SysAid 20.2 On-Prem Release ← We’ve added some great new features, including: Workflow Designer, which lets you create and modify processes with simple drag-and-drop functionality. An updated version of the Tomcat server to enhance security. You can quickly create (1-click) any type of ticket (incident, request, change, problem) from the 'New' button on any of the ticket lists. Additional language support for searching in the Self-Service Portal. If you have any issues in downloading the release, please let Support know ASAP - via our Customer Support Portal. Enjoy your new release! Dena

Work your way Admins can create shortcuts to category pointer items in the Service Catalog. This provides access to a given category pointer from multiple, relevant locations within the Service Catalog, while maintaining the item in just a single location. See more: Cloud Release Notes Cloud Bug Fixes

Security enhancements August 2020: For those of you who enabled the option to allow non-secured (HTTP) access to your SysAid account, please be aware that we’re retiring this option (it’s a checkbox). Instead, all non-secured traffic will be redirected to a secured channel (HTTPS).   Please note that as part of our ongoing commitment to security, we're tightening the secured connection to our services. As of May 10, 2020, we're blocking the older non-supported TLS protocol versions 1.0/1.1, and only allowing the more advanced secured versions. So please be aware that if you're using very old browsers, you won't be able to access our services. You'll need to ensure that all machines that are running the SysAid agent use a .NET Framework of 4.6 or higher that supports higher TLS protocols. For details on browser support for TLS versions, please read this article: https://en.wikipedia.org/wiki/Transport_Layer_Security#Web_browsers Enforced timeout functionality has been expanded to cover more cases of session inactivity.

Watch the Q2 2020 Product Recap webinar: https://www.sysaid.com/resources/academy/webinars/q2-product-webinar Watch the Q1 2020 Product Recap webinar: https://www.sysaid.com/resources/academy/webinars/q1-product-webinar ____________________________ Work your way Admins can create three new types of custom list fields: - Multi-select – allows users to select multiple values from the list. - Relational – allows users to select from a filtered list of another entity, such as users or groups. - Relational multi-select – same as relational, but users can select multiple values. More visibility, better decisions (Beta) SysAid's BI Extract add-on allows admins to export SysAid SR data to OneDrive to be displayed in external BI tools, such as MS Power BI. Contact your customer success manager for more information. Simple, one-touch customer experience Admins can easily locate ticket attachments by searching for them in the Attachments search bar. Simple, one-touch customer experience Admins can sort ticket attachments, filter them by file type, and also preview the first page of PDF attachments. 360-degree service management Admins can configure reminder notifications, task and project notifications, password service notifications, and asset notifications to generate requests, changes, or problems. Not just incidents. Work your way (Beta) SysAid's Multitenancy SSO add-on allows admins to configure multiple LDAP and Office 365 SSO domains for their SysAid account. Contact your account manager for more information. More automation, less repetition SysAid’s Worksafe app provides your employees with a simple way to report on their health statuses and gives management real-time visibility to ensure a safe, secure, and productive workforce. [url=https://www.sysaid.com/it-service-management-software/marketplace/worksafe-app]Find out more Work your way Workflow Designer allows admins to create simple dependencies between action items with easy drag-and-drop functionality. More automation, less repetition Workflow Designer displays an Automate Joe icon on action items that run an Automate Joe process, making it easier for admins to access the process's parameter mapping. More automation, less repetition SysAid’s Worksafe app provides your employees with a simple way to report on their health statuses and gives management real-time visibility to ensure a safe, secure, and productive workforce. [url=https://www.sysaid.com/it-service-management-software/marketplace/worksafe-app]Find out more Simple, one-touch customer experience Search categories in the Self-Service Portal available in three additional languages. 360-degree service management Introduced a solution to configure SSO user authentication concurrently in a multi-tenant environment, granting admins and end users the ability to log in to SysAid via their preferred authentication mechanism (now in Beta). Digital inventory made easy SysAid can automatically assign assets to departments based on their owners which can get populated automatically Work your way Workflow Designer allows process managers to design, create, and modify processes with simple drag-and-drop functionality, real-time visibility of the process, and new editing capabilities. Reduced scrolling, less hassle Admins can create any type of available ticket from the 'New' button on any of the ticket lists. Digital inventory made easy Enhanced performance connected to updating asset data. Simple, one-touch customer experience Added a loading icon to the search bar for drop-down fields, ensuring that admins know that the system is responding to the text they entered. Work your way - New responsive mobile solution works on all Android and iOS devices to access your SysAid account from any mobile device. - Admins can scan barcodes with the new mobile solution to view and update CIs. Immediate impact, sustained gains Enhancements to performance stability. Work Your Way Admins can create custom list fields that allow users to select multiple values from the list. 360-degree service management Jira integration now includes an upgraded UI and supports separate configurations for multiple projects. Note: We've converted our default chat sound files from SWF format to MP3 because most browsers will disable Flash in the near future. If you use customized chat sounds, ensure that the files are all in MP3 format. Work your way Set up group permissions for Dashboard Views, to ensure that various groups have access to the most relevant dashboards for them. This provides a more customized experience for all SysAid admins. Simple, one-touch customer experience Increased the efficiency of managing groups in SysAid by adding new LDAP Integration options for syncing groups between SysAid and the active directory. Digital inventory made easy SysAid can automatically assign assets to owners based on the asset's history. 360-degree service management The following updates have been made to the Jira add-on: - Admins can map additional fields from SysAid to Jira. - The contents of the Jira Comments field are displayed in a more clear and easy-to-read format. More automation, less repetition Routing rules can now be set according to the Main CI, and Location. Grow, scale, measure, repeat Admins can now set workflow notifications to create requests, changes, or Problems, not just incidents. Digital inventory made easy Admins can map CI Relationships in bulk via a CSV file. Simple, one-touch customer experience We've extended the capabilities of the Jira integration so it can now retrieve data from Jira epic and sub-type entities, allowing for a more immersive and meaningful integration between SysAid and Jira. Digital inventory made easy We've expanded the area for the CMDB visual relationships tree, making it easier to view. More automation, less repetition SysAid's incoming email integration now provides the option to support TLS 1.2 encryption. 360-degree service management Email content is now included in the Messages field of child SRs, when the check box is selected in the Send Messages window. Simple, one-touch customer experience Improved the UI design around hiding and showing the top panel in the SR form and around navigating between tabs. Work your way It's not just incidents anymore. You can now open any type of SR via workflow notifications: incidents, requests, changes, and problems - providing you with additional flexibility. Streamline work processes between the service desk and DevOps, under one roof The SysAid-Jira integration allows admins to easily create and link Jira issues to SysAid SRs and view all the information from within SysAid. Quick access to Windows event logs - directly from the SR form! Admins can download an asset's Windows event logs directly from the Main Asset field in the SR form, making it easier to analyze an issue when it's connected to the asset. New drag-and-drop and visual preview capabilities for your attachments The attachments control in the SR form has been updated for a more modern look and feel. It also includes the ability to: - Quickly and easily add attached files to an SR with drag-and-drop capability. - Preview attachments without downloading them by opening them in the new attachments gallery [url=https://community.sysaid.com/Sysforums/posts/list/16789.page]Read more... Work the way you want with more space in your SR form Admins can collapse and expand the SR form's top panel, freeing up even more space on their screens, as needed. [url=https://community.sysaid.com/Sysforums/posts/list/16793.page]Read more... New lightbox for easy viewing of SR activities Activity descriptions are now displayed in a movable and resizable light box for an improved user experience. [url=https://community.sysaid.com/Sysforums/posts/list/16794.page]Read more... New type of custom field – sometimes the date is not enough Admins can create custom fields that display the selected date and time instead of just the date. [url=https://community.sysaid.com/Sysforums/posts/list/16795.page]Read more... Finding a list view just got easier! Admins can perform a search within the List Views drop-down, making it easier to locate a specific view. [url=https://community.sysaid.com/Sysforums/posts/list/16796.page]Read more... Email rules just got even better - it's not just for incidents anymore! Admins can set an SR's type and template via email rules, which means requests, changes, and problems (not just incidents) can be generated directly via email. This allows for increased service desk automation as any SysAid workflow process can be automatically launched from a single email. [url=https://community.sysaid.com/Sysforums/posts/list/16751.page]Read more... SR workflows got a facelift Elements of the workflow SR interface have been redesigned for a more modern look and feel and more comfortable user experience. [url=https://community.sysaid.com/Sysforums/posts/list/16756.page]Read more... Customize your login page to match your company’s brand Redesigned the Login page, which now includes a banner image that admins can customize to fit their organization's brand. Read more... More control of widgets in the insights panel Admins can determine which groups can view certain widgets in the Insights Panel. Read more... Limit on recipients for automatic notifications to groups is no longer an issue! A new Group Email field allows admins to enter a distribution list email address for automatic group notifications, instead of emailing each group member individually. When this field is used, the distribution list counts as only one recipient, helping customers who have limits on the number of recipients per email. Read more... Refreshed UI for the Manager's Dashboard, ticket form, and all lists in SysAid. Changes include: - Enhanced user experience - slicker and more modern design for an extra-comfortable user experience. - Work your way - refreshed dashboard, with the ability to select dark or light themes and a 3X2 chart layout. - Reduce 'eyeball fatigue' - improved basic overall visibility of the list views, with added bonus of saving list filters as personalized views. - Get the big picture - new insights panel that displays relevant KPIs in graphical widgets that showcase the full picture, helping with prioritization and quicker resolution of tickets. - Understand what's going on faster - added customizable top panel within the ticket form that displays fields side-by-side and remains locked on the top of the screen at all times, reducing the need for vertical scroll. Download the one-page overview.

360-degree service management Admins can set up incoming email integration and calendar sync with the OAuth 2.0 protocol, using Microsoft 365. See more: Cloud Release Notes Cloud Bug Fixes

Hello SysAiders! Until now, all information related to new SysAid releases has only been available on the SysAid website. But we want to find a way to be able to better converse with you – about all the new features, bug fixes, requests, anything.... so we're moving it here. Guys, we're such an amazing Community, let's start sharing with each other and helping one another. So I will start uploading all the fabulous new stuff to this forum and I expect to hear what you think 👍 For now, we'll keep all the Release Notes and Bug Fixes where they are, so please bookmark these: Cloud Release Notes Cloud Big Fixes Cheers, Dena

Hi all, Hope you are doing well. We are working from home and doing everything in our power to make sure your business continuity is not affected by our current reality of COVID-19. With that, I'm happy to make this announcement... No more waiting. The new SysAid On-Prem v20.1 is now available. It has some great new features, including: Group permissions for dashboard views, ensuring the right folks see what they need Automation of assigning asset owners, based on the asset’s history Setting workflow notifications to create requests, changes, or problems, not just incidents anymore Jira integration updates, including the ability to map additional fields between SysAid & Jira To see all this, and more, click the link below: Download SysAid 20.1 On-Prem Release Enjoy your new release! And please don't hesitate to contact us with any challenges that you're facing – big or small. Dena

Hey guys, As valued SysAid Community members, I want to make sure you’re one of the first to download SysAid On-Prem release (v19.4.40). We’ve added some great new features and fixes! Here’s just a few things you can expect to see: New SysAid-Jira integration that allows admins to easily create and link Jira issues to SysAid tickets and view all the information from within SysAid! Easy drag-and-drop capability to add attached files to a ticket. Activity descriptions are displayed in movable and resizable light boxes. The CMDB visual relationships tree is expanded, making it easier to view. Admins can set workflow notifications to create requests, changes, or problems (not just incidents anymore). To see all this and much more, just click the link below to download the release: → Download SysAid 19.4.40 On-Prem Release ← As always, if you have any issues in downloading the release, please contact us via our Customer Support Portal. Enjoy your new release!