March 25,2025

March 25, 2025

This month’s release brings powerful enhancements and key improvements across the platform.

We're excited to introduce AI Agents, intelligent automation tools that boost productivity through chat-based workflows. We've also added support for Answers with Images, making self-service even more intuitive. Plus, this release includes a significant number of bug fixes to ensure a smoother, more reliable experience.

Latest versions:

✨SysAid AI

AI Agents have arrived! 🥳

AI Agents are now available in SysAid—intelligent automation tools that streamline workflows, respond to chat-based commands, and enhance productivity.

Learn how to set up and use AI Agents here.

Answers with Images

The AI End User Chatbot now delivers visual answers, enhancing support with relevant images—whether a screenshot for troubleshooting or a diagram for clarity. This game-changing feature makes self-service faster, more intuitive, and more engaging!

To learn more, click here.

🚀SysAid Spaces

Fulfill Action Items

When viewing a Request or Change type service records, the user will be taken directly to the next action item—no more searching through workflows.

To learn more, click here.

🐛Bug Fixes

We've fixed the following bugs to ensure these features now work as expected:

• Bug #4337: The popup in the LDAP configuration screen does not close automatically

• Bug #7947: Categories do not change the template for Requests

• Bug #8193: Patch Management Policies links are not working

• Bug #8666: The Solution and Resolution fields break format after saving the service record

• Bug #8758: Newly created timers cannot be added in the service record view as columns

• Bug #9054: Dropdown fields do not change when editing Action items in the Self-Service Portal

• Bug #9961: Canned responses (Automatic texts) are duplicated if the SysAdmin belongs to multiple Groups

• Bug #10003: Visual issue when adding HTML text when sending a message from the service record causes the service record to break

• Bug #10271: Incorrect source in service records created from Chatbot in Spaces - API listed as source instead

• Bug #10437: Adding 'blank notes' to Action Items in the Classic view creates thousands of empty rows in the Notes field and causes the service record to break

• Bug #11251: Using a signature made in HTML format breaks the messages field in Journey

• Bug #12001: Converting an Incident to a Request loses data from the request template

• Bug #12015: Email signature and banner are not displayed in the Journey service records created from emails

• Bug #12088: Using a signature in Classic causes the alignment in Spaces to start from right to left

• Bug #12090: First-level categories do not load for some templates

• Bug #12132: Unable to preview ".JPG" images in the attachments

• Bug #12139: When two admins are working on the same ticket, the description sometimes disappears

• Bug #12323: HTML forms are affecting the UI

• Bug #12483: The ‘Description’ field format breaks after saving the service record

• Bug #12485: ‘Due Date’ and ‘Modify Time’ fields add an extra hour when saving