23.1.20
  • 01 Feb 2023
  • 3 Minutes to read
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23.1.20

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GA - January 29, 2023

Highlights

Measure your end-users satisfaction by adding a survey to your AI Service Desk

Admins can measure their end-users satisfaction by collecting feedback after creating/closing a ticket in Microsoft Teams.

  • Minimize “hassle” for end users, by providing the survey in Teams rather than sending an email
  • Achieve a higher percentage of responses
  • Gain insights in real-time to improve your service delivery


To set up, go to:
 

  • Settings > Customize > Notifications > Choose notification
  • Insert a survey in the body of the dedicated notifications (#1002 MS Teams SR Created or #1005 MS Teams SR Changed).

Learn more about the Survey setup.  

You don’t have AI Service Desk set up yet? We're happy to help you!

When you need context, you can find the ticket notes in AI Service Desk

End users can save time by using the notes history option in the SysAid bot interface rather than scrolling through their ticket history in their mailbox.

  • Improved and easier communication between the Admin and end-user as each action taken is easily found within the interface
  • Every note included in a ticket is visible within the ticket summary - Full Notes History

Settings > Self-Service Portal > Self-Service Portal Settings > Advanced Settings > Add/Remove fields > Add the Notes field

Learn more about Notes functionality here.

Seamless configuration for MAC & Linux on SysAid Agents


Our Agent settings now also apply to MAC and Linux assets! 

Publish the desired Agent Settings Policy to your RDS of choice and all your MAC and Linux assets will be seamlessly configured. This is done via the new Configuration tab on your RDS server. 

There’s no need to manually update each asset.

Learn more about the new Configuration tab and how to add a new asset policy



Features and Bugs

FR/Bug#DescriptionModule/Tool
18482Seamless configuration for MAC & Linux on SysAid Agents
Our Agent settings now also apply to MAC and Linux assets!
Publish the desired Agent Settings Policy to your RDS of choice and all your MAC and Linux assets will be seamlessly configured. This is done via the new Configuration tab on your RDS server.
There’s no need to manually update each asset.
Learn more about the new Configuration tab or how to add a new asset policy
SysAid Agent
23854In the Agent Settings Policy, when disabling the checkbox for Enable Remote Control it will not only disable the functionality, but it will also refrain from installing it on connected Windows assets.
For more advanced remote control capabilities and experience check out our TeamViewer embedded service.
SysAid Agent
15812More precise SLAs: Due Dates can be defined in minutes
Every minute matters and you can now set more precise due dates by defining them in minutes.
New due dates can also be set to up to a maximum value of 8,760 hours (the equivalent of one year).
For more information, read here.
Service Desk
24283Fixed a bug that prevented using the Custom Filter field in the Dashboard Chart called Service Quality by Timer.Analytics
4034Measure your end-users’ satisfaction by adding a survey to your AI Service Desk
Admins can measure their end-users’ satisfaction by collecting feedback after creating/closing a ticket in Microsoft Teams.
Minimize “hassle” for end users, by providing the survey in Teams rather than sending an email
Achieve a higher percentage of responses
Gain insights in real time to improve your service delivery
For set up go to:
Settings > Customize > Notifications > Choose notification
Insert a survey in the body of the dedicated notifications (#1002 MS Teams SR Created or #1005 MS Teams SR Changed).
AI Service Desk
19904When you need context, you can find the ticket notes in AI Service Desk.
End users can save time by using the notes history option in the SysAid bot interface rather than scrolling through their ticket history in their mailbox.
Improved and easier communication between the Admin and end-user as each action taken is easily found within the interface.
Every note included in a ticket is visible within the ticket summary - Full Notes History.
To enable it for your AI Service Desk as well as for your SSP go to:
Settings > Self-Service Portal > Self-Service Portal Settings > Advanced Settings > Add/Remove fields > Add the Notes field
Learn more about Notes functionality here.
AI Service Desk

Security Enhancements

FR/Bug#DescriptionModule/Tool
24019Tightened security against potential XSS attacks in the Password Services Module.Security
23743Tightened security against potential XSS attacks around SAML responses from a variety of add-ons, such as Office 365 SSO.Security
23854In the Agent Settings Policy, when disabling the checkbox for Enable Remote Control it will not only disable the functionality, but it will also refrain from installing it on connected Windows assets.
For more advanced remote control capabilities and experience check out our TeamViewer embedded service.
SysAid Agent




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