22.3.20
    • 29 Nov 2022
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    22.3.20

    • PDF

    Article summary

    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



    What's Next