22.3.20
  • 28 Jul 2022
  • 2 Minutes to read
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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

Version 22.3.10– (GA July 4 -11, 2022)

Highlights

Increased Flexibility for Azure Integration - Filter for Groups and Active Users

Two enhancements to the Azure Integration: 

  • Group filtering - Filter which groups are imported from Azure to SysAid.
  • Import active users only by default.

Display More Content in the Self-Service Portal’s Ticket View

The "Additional Data" container field displays fields that were added to the ticket’s template and filled in by the user (upon ticket submission). This field is located in the Self-Service Portal’s ticket view in the Ticket Info section.

Admins can define fields to be displayed separately in this section in the Settings.

Define Threshold for Escalation Rule Triggers

Added a field to define the threshold for using operating hours in setting triggers to help you better configure your escalation rules. Learn more.


Features and Bugs

FR/Bug#DescriptionModule/Tool
16649

The "Additional Data" container field displays fields that were added to the ticket’s template and filled in by the user (upon ticket submission). This field is located in the Self-Service Portal’s ticket view in the Ticket Info section.

Admins can define fields to be displayed separately than this section in the Settings.

Self-Service Portal
16698Admins can filter which groups are imported from Azure to SysAid.Third-Party Integrations
16656By default Azure AD integration will import active users only. To change default go to Azure set up page.Third-Party Integrations

68359Added a field to define the threshold for using operating hours in setting escalation rules.Help Desk
16707Fixed a bug that caused Ticket Submission notifications to display incorrect submit times for the tickets.Help Desk
16708Fixed a bug that prevented SysAid from assigning an Asset ID when the adapter name was different from the device name.Asset Management

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