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      June 26, 2024
      • 26 Jun 2024

      June 26, 2024


      Article summary

      These new features include exciting and effective improvements to Spaces, Classic Service Desk, BI Analytics, and AI Chatbot via Microsoft Teams.

      Spaces 🚀

      Journey supports inline Attachment previews

      Attachments can now be previewed inline in the Journey (for .pdf, .txt, .jpg).

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      Service Records support additional Custom Fields

      Spaces Service Records now supports two new Custom Fields: Text and Text Area.

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      Classic 💻

      Due Dates sync when Admins convert Service Records


      Service Records' Due Date Field gets updated when Incidents are converted to Requests (or vice versa).

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      BI Analytics 📊

      New “Active Tickets” Dashboard


      A new “Active Tickets” Sheet was added to the BI Analytics Dashboard; measuring all Active Tickets in the organization’s Service Desk.
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      Service Desk data time frame is now 36 months

      SysAid’s BI Analytics module now extracts Help Desk data from a time frame of 36 months.

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      Grant BI Analytics access within Group Permissions

      SysAdmins can now grant BI Analytics access (via checkbox) to Groups within User Management > Groups > Permissions

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      AI Chatbot for Microsoft Teams 💬

      AI Admins can create Conversational Tickets


      End Users can create Conversational Tickets using AI Chatbot via Microsoft Teams.

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      Bug Fixes

      • AI Author now generates the expected style of rephrased text, as selected/requested by the user

      • Neither Admins nor End Users receive two email notifications when:

        A Service Record was created in the Self-Service Portal and assigned to an Admin via a Routing Rule

      • AI Emailbot no longer displays sender’s name as “[Your Name]” in email replys

      • Routing Rules now applied as expected to Service Records categorized by the “AI Intelligent Categorization Rule