Spring is bringing a powerful wave of updates to SysAid. In this release, we’re expanding remote support with our new Splashtop partnership, delivering deeper License Manager insights at the user level, and introducing a new ilert integration to help teams respond faster to critical incidents.
We’re also opening early access to our upcoming AI Enterprise Service Management (ESM) solution and rolling out several enhancements designed to give admins more control and flexibility in their daily workflows. Let’s dive in.
Latest versions:
Classic Build Number | 25.4.50 b7992 |
Spaces Build Number | 26.3.3.85770 |
Please note:
All the new features and feature enhancement are for SysAid Spaces.
☀️ New features
New Splashtop partnership for best-in-class remote support
Upgrade your Service Desk with a secure, easy-to-use, robust remote support solution that’s affordable. Splashtop is now integrated with SysAid, so you can open a remote session directly from a service record or chat and gain access with just one click.
To learn more, click here.
User-level visibility in License Manager Advanced
The user-level utilization insights view gives you more in-depth visibility into application utilization. See who is using each discovered app, identify inactive users, check last usage dates, and understand activity levels to help monitor usage, optimize license allocation, and reduce unnecessary spend.
To learn more, click here
Integrate ilert with SysAid
ilert complements SysAid by bridging the gap between intelligent ticket management and high-urgency incident response. This integration creates a unified workflow that pairs the predictive power of AI with the lightning-fast execution required during a service disruption.
To learn more, click here.
AI Enterprise Service Management solution [beta]
Would you like to set up secure, data-segregated service spaces for one or more of your business teams (HR, Facilities, Finance, etc.)? If so, you’re invited to apply for our free Early Access Pilot to help shape our new AI-native ESM before it’s available to the general public.
🤓 Feature enhancements
Manage multiple MS Teams tenants
SysAid Spaces now supports connecting multiple Microsoft Teams tenants within the same add-on configuration. Each tenant is configured and managed separately, allowing you to route messages to the correct Teams environment based on context.
To learn more, click here.
View Assignee and Group separately
Easily switch between a consolidated Assigned to view or a split view with separate Assignee and Group columns in your queue and your tickets. With a single setting, decide how to focus, organize, and manage your queue.
To learn more, click here.
Choose which fields are required to close a service record
Give your admins full control over the resolution panel. With custom mandatory fields by service record type, you now collect only what matters, enforcing critical data for audits and reports, without forcing admins to fill in details that aren’t required.
To learn more, click here.
🐛 Bug fixes
The following bugs have been fixed, and the related features are working correctly:
Bug number | Description | Status |
|---|---|---|
12547 | Custom Field List View displays blank when switching between multiple pages. | |
13989 | The category view shows "Don't change" instead of the selected template. | |
16075 | Journey shows previously opened service record info for a moment after a quick search. | |
16856 | Status change notification is not triggered when an action item is completed via the Self-Service Portal. | |
17422 | The assigned Admin doesn’t receive a notification when a note is added from the Self-Service Portal. | |
17886 | Action item fails to complete when the "Notes" field is populated via Data Population. | |
17937 | Delayed update of renamed list field values in Spaces. | |
18670 | Categories remain unchanged when using the next/previous service record buttons from the service record page in Spaces. | |
18687 | Google repository addon imports suspended users. | |
20231 | When using the built-in Instructions field in an action item and performing some changes on it, the Full Journey flickers when the ' See more/less option is clicked, or the 'Expand all message and notes by Default' toggle is disabled. | |
20418 | Categories are not updated when the action is performed from the service record form while using only the first/second category. | |
21115 | Journey log incorrectly triggered on initial description focus for email-generated service records with inline images. | |
21205 | Due Date time incorrect when using CST - saved 2 hours ahead. | |
22514 | Zapier doesn't work from Spaces. | |
22863 | Filtering licenses by month doesn't work. | |
23028 | Workato recipes stopped working for the SysAid Connection trigger. | |
23034 | Error when saving a note after an idle period in the Spaces service record. | |
23097 | Spaces service record queue real-time updates intermittently fail. | |
23103 | Letters are being removed from custom text/text area fields while typing. | |
23281 | Spaces UI auto-refresh causes loss of typed content | |
23323 | Journey collapses when you have expanded forwarded\replied to emails in it. | |
23324 | Searching using Smart Filter does not find all list items when there are more than 100 (location) or 200 (request User) list items. | |
23335 | Failure sending emails when replying to messages containing Journey collapse tags. | |
23372 | Horizontal scrollbar doesn’t allow scrolling in the service record queue. |