22.3.20
  • 29 Nov 2022
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22.3.20

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GA - July 24, 2022

Highlights

AI Service Desk: Ticket Classification Wizard

Once 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 Summary

Once ticket is submitted the Ticket Summary is displayed, and includes buttons for more actions:

  • Add note
  • Add attachment
  • Close ticket
  • Main menu

Features and Bugs

FR/Bug#DescriptionModule/Tool
5048

Once 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.

Also, the ticket number is included as default text for Microsoft Teams chats and conversations initiated from the SysAid ticket.

AI Service Desk

4144
Approval notifications in AI Service Desk contain a button for viewing the action item in SysAid.
4165

SysAid Admins receive notification in SysAid when the AI Service Desk users are approaching the limit defined by their licenses and another notification when the limit is exceeded.

4174
“Typing” indicator in Microsoft Teams shows users that the SysAid bot is about to send a response.
16789
Improved updating ticket option to make it more clear which ticket is being updated.

16932

Fixed a bug that caused the Workflow Actions tab in the Self-Service Portal’s Scoreboard to display action items that were not not supposed to be displayed according to the admins’ configurations.
Self-Service Portal
14526/ 14793
Fixed a bug that caused the RDS to be reverted to default settings upon changes to the RDS configuration.
RDS



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