July 10, 2025

This month introduces new AI Agents to help with tasks like managing Outlook Calendar events. We’ve also made several enhancements, including more flexibility with category-driven templates and an updated Copilot dashboard. On top of that, we’ve resolved some annoying bugs to improve our system across the board.

Latest versions:

☀️ New Features

New AI agents

Managing your calendar just became a little easier with our new Microsoft Outlook Calendar AI Connection and subsequent prebuilt AI agents:

• Outlook Calendar - Create Meeting

• Outlook Calendar - Update Meeting

• Outlook Calendar - Delete Meeting

Explore the full list of prebuilt AI Agents here.

Monitoring AI Agents

Track every AI agent, review who triggered what, where it ran, and if it succeeded. Spot issues and verify results instantly at a glance.

To learn more, click here.

🤓 Feature Enhancements

Category driven templates upgrade [Spaces only]

We’ve added the option to allow Admins to manually change the service record templates when using category driven templates. This lets you handle unique cases without breaking the predefined category-template relationship.

To learn more, click here.

Updated Copilot dashboard

The SysAid Copilot Usage Dashboard provides a powerful window into how an AI-driven workspace is transforming IT service management. Designed to help measure the adoption, performance, and efficiency of SysAid's AI capabilities.

To learn more, click here.

🐛 Bug Fixes

The following bugs have been fixed, and the related features are working correctly:

• Bug #8787: Unregistered users (guests) are shown as blank in the service record

• Bug #9035: Some notifications are not sent when you change the status of service records.

• Bug #11895: Issues dragging and dropping fields in Template Editor

• Bug #11969: Unable to use the Related Items' search box

• #bug #12495: When clicking on Approve/Deny/Complete via a message link in the Journey tab when no one is assigned to the Action Item, you get a "Not found" message

• Bug #15289: The Agreement, Company, and Department fields don't appear in the service record form in SysAid Spaces

• Bug #15414: Service records created in SysAid Classic via Copilot/AI Chatbot don’t get routed correctly

• Bug #15473: "User name display method" does not apply to the service record queue

• Bug #15713: Getting errors while trying to open a service record using Copilot via MS Teams

• Bug #15729: Email integration service record displays 'N/A' then 'TO_BE_DETERMINED' for incomplete category values in SysAid Classic

• Bug #16091: Deleted templates can be found when searching the Self-Service Portal

• Bug #16392: In the Self-Service Portal, the 'Complete' action doesn't work when notes are added to an Action Item that is set up to populate service record data