We’re pushing AI-powered service management even further this month. Discover your software landscape with Application Discovery via License Manager, track adoption and performance through the new AI Agents Usage Dashboard, and accelerate workflows with new Prebuilt AI Agents. On top of that, adding Knowledge Base Articles as Related Items and an upgraded AI Builder make it easier than ever to deliver faster, smarter service across your organization.
Latest versions:
Classic Build Number | 25.4.40 b5979 |
Spaces Build Number | 25.48.1.78395 |
☀️ New features
Application Discovery via License Manager [SysAid Spaces only]
Gain control and visibility over license usage, discover shadow IT, ensure proper governance and data security, and identify opportunities to improve cost efficiency with AI software discovery.
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To learn more, click here
AI Agents Usage Dashboard
Get a clear view of how AI agents perform across your organization, with key metrics around execution trends and top-performing agents across channels. Identify which AI agents are used most and by whom, helping you understand your organization’s top needs and adoption trends.
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To learn more, click here
New Prebuilt AI Agents
Work smarter and faster with prebuilt AI agents designed to handle common IT and service activities on your behalf. New AI agents are added regularly, and are now ready to use in your Agent Chatbot, with the latest including:
To see the full list of available AI agents, click here.
🤓 Feature enhancements
Knowledge Base Article as a Related Item
You can now attach knowledge base articles to service records from the Related Items tab, creating a centralized source for all related content, reducing back-and-forth, and helping agents resolve issues faster with clear, consistent guidance.
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To learn more, click here.
Enhanced AI Builder Version
Creating AI agents just got easier. Powered by Sonnet 4.5, AI Agent Builder generates detailed implementation plans, retrieves relevant API documentation independently, resolves errors, and self-corrects when needed, making creating and implementing AI agents simpler than ever before.
To learn more, click here
🐛 Bug fixes
The following bugs have been fixed, and the related features are working correctly:
Bug number | Description | Status |
|---|---|---|
12800 | Wrong notification entry in the “Journey” tab | |
13615 | No option to choose attachments when sending a message through a service record | |
15783 | Restore anchor functionality in the Knowledge Base Editor for in-article navigation | |
15859 | Description field logged as “Changed” on multi-line service records | |
16566 | Manually set priorities overwritten by Priority Matrix | |
17467 | User feedback not displayed in the "Monitor & Fine-tune" Section of SysAid Copilot | |
17772 | Data population fails when a service record is created via the AI Chatbot | |
19122 | Service records that have been closed right away in Spaces don’t have a close timestamp | |
19784 | The option to hide specific template fields/sections isn’t working | |
20218 | The button in the Service Desk Portal leading to the Self-Service Portal isn’t working | |
20243 | Required fields for specific statuses don't allow the creation of service records | |
20368 | New “Create Service Record” API endpoint returns 500 error instead of a validation message | |
20464 | Time selection options are reversed (MM:HH instead of HH:MM) in the Due Date field when using Hebrew in Spaces | |
20512 | Agents with limited view permissions can access other teams’ service records created by themselves | |
20691 | Broken login page in Spaces | |
20765 | Statuses are reverting to old captions | |
20889 | Data population rules and dependencies get duplicated | |
20904 | “Request user” field displays reference ID instead of the user name when filtered and saved as a view in Spaces | |
20968 | "Select" button missing for "Login Banner Image" setting | |
20990 | User groups do not appear in the visibility restriction drop-down menu for service record views set as “Public” |