This release hands you control over which fields are required when closing each service record type, clears out a batch of customer-reported issues, and opens an early conversation about SysAid MCP. Read on for what’s new, what’s improved, and everything we’ve fixed since early July.
Latest version | 25.4.50 b11166 |
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Please note:
All the new features and feature enhancements are for SysAid Spaces.
☀️ New features
SysAid MCP
Want to help shape SysAid MCP? Join our product discovery program. We’d love to learn how you’re using AI tools like Claude, Gemini, and ChatGPT, understand your expectations for autonomous AI, and explore the SysAid use cases that would deliver the most value. You’ll also be added to the SysAid MCP beta waitlist for early access once available.
🤓 Feature enhancements
Choose which fields are required when closing each service record type
You decide which fields matter for each service record type, and skip the ones that don’t. In Select mandatory fields when closing specific service record types, choose the service record types the rule applies to, then use Mandatory fields to pick which of Closure Information, Solution, and Resolution must be completed. By default, all fields are required across all service record types.
To learn more, click here.
🐛 Bug fixes
The following bugs have been fixed, and the related features are working correctly:
Bug number | Description | Status |
|---|---|---|
20306 | Dependent lists did not work in Spaces, so values could not be selected based on a previous list selection | ✅ Fixed |
21185 | Captions on the Portal Settings page appeared as question marks when the interface language was set to Hebrew | ✅ Fixed |
25148 | The assigned Admin was not notified when the Request User added a note from the Self-Service Portal | ✅ Fixed |
27202 | Action items set to trigger an AI agent on activation did not trigger it | ✅ Fixed |
27533 | Request User and Submit User fields changed unexpectedly on service records created by email from unregistered users | ✅ Fixed |
28269 | Filling in certain custom fields automatically populated Main CI and prevented the service record from being saved | ✅ Fixed |
28553 | AI Agent Builder showed an upgrade message instead of opening, even when the license was enabled | ✅ Fixed |
29386 | The Service Desk queue refreshed continuously when an escalation rule repeatedly reset the escalation level | ✅ Fixed |
29414 | End User replies were not shown in the Highlights view of the service record Journey | ✅ Fixed |