Product updates

This feature lets users filter the ticket queue using a new, centralized filtering component, enhanced by integrated AI (not an AI Agent).It combines traditional filtering logic with AI assistance — no need to manually configure columns or know advanced filtering rules. How It Works Users can apply multiple filters in a single, unified panel — instead of clicking column by column. AI suggests filters or intelligently interprets what the user is looking for using natural conversation inputs. No training needed. Just type what you want to find — like “tickets with login issues this week” — and let the system handle the logic.

Default Attachments in Templates allows admins to pre-load attachments (like PDFs, images, or documents) directly into ticket or request templates.Real ExampleAn IT team adds a VPN setup guide PDF as a default attachment to the “Remote Access Request” template.Now, every employee who submits this request automatically receives the guide, with no manual effort from the team

We recently renewed our SysAid license, but as of now, we have not received any confirmation email or acknowledgment of the renewal. Kindly confirm if the renewal has been processed successfully and advise on when we can expect the license activation details or confirmation notice.Please let us know if you require any additional information from our end.

  Welcome to this month’s SysAid Product Updates!Here’s a look at the latest features and what’s coming soon, all in one place.  AI agents monitoring screenTrack every AI agent, review who triggered what, where it ran, and if it succeeded. Spot issues and verify results instantly at a glance.Learn more.Enhanced SysAid Copilot usage dashboard – now with deeper insightsWe’ve expanded the SysAid Copilot Usage Dashboard with new metrics that offer even more visibility into how AI is driving efficiency in your service desk.New insights include:Unique users utilizing AI Average quality rate DataPool coverage Self-service rate AI Service Records by engagement type and closing timeAll metrics can now be filtered by Admin Group and/or Category, giving you more control over how you view adoption and impact. Learn more    Introducing SysAid integrations 2.0 – apply for the BetaWe’re expanding the way you integrate SysAid - with Workato, a no-code automation platform that brings unmatched flexibil

64bit Update download link is still downloading v24.4.60 b68 update not the   v24.4.60 b83

I’m a SysAid Admin and my techs can’t merge tickets in Spaces but I can.  When I check under the group’s user settings, they all have permissions to ’Merge service records’>‘User default merge settings’.  The current workaround is from the service record to go back into the Classic view (Settings>Open Classic Queue) in the active service records window and and merge tickets from this screen.  Before we upgraded to Spaces, the techs could merge tickets without the error that says “Try again later.”

Good day,In the classic view, I had a filter set to show any tickets that weren’t assigned to a specific admin, but may have been assigned to a group. In Spaces, this does not seem to be possible, as choosing unassigned shows only tickets that haven’t been assigned to a user or group, but choosing a group shows all tickets assigned to users in that group. Is there a way around this?For example we have two main admin groups: Helpdesk and Dev Team. I want to see all tickets that have been assigned to the Helpdesk group, but haven’t been assigned to a specific user in that group.Thanks!

4 notes in sysaid (admin view)0 notes in customer page  Since a few days, notes no longer show up in customer page. Did we miss something. How can this be fixed ?

Can I upgrade from 23.3.40 b5 directly to 24.4.60 or is there other intermediary updates I need to install first? This is for an on-prem install.

A question for other SysAid customers. We utilise a SaaS SysAid tenant (service desk, ITAM and SAM). As an organisation, outside of workstations, we have no on-premise infrastructure / back office systems - entirely cloud-based organisation. We have a number of SysAid integrations; email (M365), M365 SSO, AAD user sync and Jira integration.  We are currently using the legacy SysAid UI and are in process of preparing for the upgrade to the Spaces UI. Those of you that have already taken the leap - how did you find it? Previous experience with SysAid where platform upgrades / changes are concerned has been pretty shocking. Just interested to hear how others ‘got on’ with the upgrade… any ‘gotchyas’ etc.  Thanks in advance guys. 

Does SysAid offer a Delegate Approvals Option?   

Hi, Welcome to the latest SysAid Product Updates. We’ve gathered all the newest features to kick off your year with powerful updates and fresh opportunities.Dive in and see what’s new! Chatbot Response Quality Score UpgradeWe’re committed to ensuring your chatbot delivers top-notch performance! Our robust quality score system analyzes various factors and removes any pleasantries to improve accuracy and response quality for a better overall experience.By analyzing key factors such as data accuracy, user satisfaction, and issue resolution rates, businesses can identify areas for improvement and ensure SysAid Copilot meets expectations. Learn more  Be Part of Our Beta Program!This tool is built to help you—whether or not you currently use Lansweeper—gain deeper insights into your IT environment. With this new offering, you can effortlessly scan and discover all assets across your network, giving you a broader view and up-to-date hardware and software data at your fingertips.Want to secure

Hello,We currenly use the latest on prem SysAid server version: v23.3.40 b5. Application server use Tomcat version 9.0.71,but we would like to upgrade this because of potential vulnerabilities. How can we do this? Is there any documentation which detail this process? Could anybody help me? Thanks,Steve

What's New in SysAid Spaces?August Updates  Welcome to this edition of SysAid Spaces Product Updates! This issue brings together the latest features in one place. Indexing for Sorting & Filtering Custom Fields For optimal performance, text-based custom column sorts and filters are now streamlined to support up to three selections. Users will receive a tooltip if they exceed this limit. Convert Incident to Request and Vice VersaAgents can now convert an Incident Service Record (SR) to a Request SR and vice versa. This ensures that service records are correctly handled by the appropriate team, improving service management efficiency. Now, due dates are also updated automatically and according to rules. Relational List Custom FieldAgents can now add and use 'relational-list' custom fields in queues, ticket pages, and templates. This feature supports all SR entities and enhances the functionality and usability of custom fields. Side Menu Default ExpandedThe side menu now defaults to op

Welcome to this edition of SysAid Spaces Product Updates! We’re excited to bring you all the latest SysAid features. Journey Highlights Filter Refinements We've updated the Highlights filter in Journey view to exclude automated system messages. This means you'll only see user actions, making it easier to track and understand how users navigate your product. See moreSearch Queue by ID for Faster AccessYou can now search the queue by Service Record ID. This lets you jump straight to specific tickets, saving you time scrolling through the entire list. See more Enhanced Journey Attachment PreviewsNow you can preview text files and common image formats (PNG, JPG, JPEG, and PDF) directly within the Journey. Support for additional formats like Doc, DocX, Excel files, and MP4 & MOV video files is coming soon.See more Additional Custom Field Types Supported: Text and TextareaSysAid Spaces now support two additional custom field types: Text and Textarea. This update allows more precise repor