May 10, 2025

May 10, 2025

This release brings powerful updates to boost control, customization, and AI capabilities across your SysAid experience, from refined permission settings and customizable mention notifications to smarter AI answers and expanded AI agent options.

Latest versions:

🚀SysAid Spaces

Limit Agent/Group to Only Manage Service Record Data Associated with Their Company

You can now restrict Agents and Groups to only manage service records data linked to their company. This helps ensure Agents see only what's relevant to them

To learn more, click here.

New Custom Mention Notification

SysAdmins can now edit and customize the email sent when a user is mentioned in a note, using a new dedicated custom notification form.

To learn more, click here.

Add Change Events to Your Calendar

You can now add Change service record events to any Admin group calendars to monitor exactly when they are going to happen.

To learn more, click here.

✨SysAid AI

AI Answer Sources

Get even more info on Chatbot answers and how they were formed in the Monitor & Fine-tune section. Each Q&A set now includes a breakdown of the dataset sources and AI Agents that were used to generate the Chatbot answer.

To learn more, click here.

AI Chatbot Response Mechanism

Learn how the Chatbot generates answers and which settings can help improve the process.

Learn about the response mechanism here.

New AI Connections and AI Agents

We've added a new batch of AI Connections and prebuilt AI agents, making getting more value from your AI chatbots and SysAid Copilot even easier.

These include:

• Salesforce API Connection

  • Salesforce - Get Account Information

• Microsoft License Management API

  • Microsoft 365 - Assign License

  • Microsoft 365 - Get Licenses

  • Microsoft 365 - Unassign License

• Microsoft Authenticator & BitLocker Graph API Connection

  • Microsoft Authenticator - Get Method by ID

  • Microsoft Authenticator - Get List of Authentication Methods

  • Microsoft Authenticator - Delete Authentication Method

  • BitLocker - Get List of Recovery Keys

  • BitLocker - Get Recovery Key by ID

To see the full list of prebuilt AI Agents, click here.

🐛Bug Fixes

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

• Bug # 6235: Insert/edit link doesn't work for email and knowledge base articles

• Bug # 7478: Relational lists and Multi-Select lists values do not appear in service record Activity reports

• Bug # 7813: Clicking on a service record type in the dashboard does not load the view

• Bug # 7842: Modify user is set to "SysAid Server" instead of the actual user in Classic view

• Bug # 8245: Jira status updates only happen after saving the ticket

• Bug # 8377: When creating/modifying timers, you can't add them to reports or find them in the reports

• Bug # 9023: Tickets created via MS Teams do not have their escalation level updated after being escalated

• Bug # 9553: Characters typed in the ‘Notes’ field are erased when using bold/italic or underline options

• Bug # 9618: Issues with terminating user session too soon

• Bug # 10382: the ${user.getEmail()} tag doesn't work for admins when the "Use translation file for categories and custom lists" setting is enabled

• Bug #11420: When the category-driven template setting is enabled, ‘Location’ and ‘Agreement’ fields aren’t populated automatically

• Bug # 11500: Sharing a link to a service record takes the Admin to the queue instead of the service record view

• Bug # 12321: SMS integration is sending duplicate notifications

• Bug # 12347: Queue headers are not translated

• Bug # 12478: Notes of old service records aren’t shown in the Self-Service Portal.

• Bug # 12761: MS Teams notifications are not triggered if the change was made from Spaces

• Bug #12790: Priority Matrix doesn't affect service records that have been opened via the Self-Service Portal until a second update