Spaces: Known Issues
  • 01 Jan 2024
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Spaces: Known Issues

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Article Summary

The following issues have been identified in the modules listed below and are currently being resolved by the SysAid team.

Service Records

Editing Service Records

  • Service Records don't lock for editing when logging in through SSO


  • Attachments tab doesn’t display Attachments Counter
  • Attachments tab doesn’t display Attachments added during Solution or Resolution edits
  • Attachment deletions aren't applied to Notes
  • Attachment deletions are allowed for different users when Service Records are in locked mode
  • Rich Text Elements & Inline Images (Notes in SSP) aren't visible
  • Attachment previews in the Journey tab aren't visible --> Workaround: Preview file in the Attachments tab

Attachment Uploads & Downloads

  • Attachment Uploads & Downloads are limited to 10 MB, not 50 MB as expected
  • Attachment Uploads & Downloads block ability to navigate between Journey Views
  • Attachment Uploads & Downloads prevented for Resolution Fields if already performed in Solution Field


  • Date format and time zone not considered in Notifications
  • Special characters displayed incorrectly in SSP
  • Inline images added to the wrong place in Notes & Resolutions
  • Active Notes aren’t sticky to bottom panel during scrolling


  • Solution and Resolution Fields:
    • Can’t be populated via email rules / escalation
    • Missing values don’t prevent SR closure from Queue
    • Adding inline image to Resolution Field causes double scroll
    • Selecting and editing Solution Field’s text in Resolution Card closes it and disables further edits
    • Solution Field values in Notification texts lack line breaks
  • Reopening Service Records
    • Closure disabled for SRs of several statuses
    • Users are directed to edit existing Resolution Cards
  • Changes to Resolutions Cards discarded when “Resolve” button (Toolbar) is clicked during edits
  • Sharing Solution & Resolution 
    • When shared with Request User, Notifications display both fields for Admins, but only display Solution Field for End Users
    • When not shared with Request User, Notifications to Admins don't display Solution or Resolution Fields

Queue & Templates

  • “Max Support Level” and “Current Support Level” Fields don’t display values
  • Service Records defined as ‘Archived’ may appear in the Queue
  • Service Records can’t be archived manually
  • Service Records with a populated “Main Category” Field can’t be saved (neither from Queue nor SR page) when Subcategory & Third Level Category Fields are left blank
  • Bulk Selection limited to 50 Service Records (not 1,000)
  • Choosing “Select all” from droplist selects up to 100 displayed items, but “Clear all” selects all database items

Template Designer

Templates cannot be previewed when logging in through SSO


When more than 100 Users or Categories exist, filtering by “Request User” or “Categories” when searching for a User or Category prevents ability to select a value once an initial one has been selected

Inline Edit

User Groups with “View Only” Field permissions receive the “No Permissions” popup after they’ve edited the Field (instead of before)


1 Routing Rule appears as multiple lines in the Journey


  • Full Journey Mode doesn't list data about Action Item Status changes caused by Dependencies and Autocomplete
  • Updating Action Items from SSP doesn't display changes in real time in Admin Portal
  • Service Desk Settings checkbox doesn't support the “Automatically close all Action Items when closing the Service Record” Setting.
    If checked, Service Records with "Enabled Action Items" become Disabled when closed
  • Reopening an Action Item with a passed Due Date disables the Action Item, with no option to reactivate

Workflow Designer

  • Creating Data Population rules that use the "Append" Option on "Text" Field type Texts adds a "null" string to the appended text
  • Dependency on Additional User doesn't work

Self-Service Portal

  • End users can't reopen closed Service Records (Admins can reopen SRs via the Admin Portal)
  • Service Catalog Categories don't refer to the correct related Templates/Categories



  • Service Record ID Prefix can’t be customized
  • Bugs may occur for unique configuration capabilities, including:
    • Priority Matrix
    • Due Date with Agreements
    • Operating Times with Agreements
    • Escalation Rules
    • Routing Rules


  • Service Record links in Emails or Notifications require additional log in process
  • Incorrect Notifications sent when creating Service Records through Emails using an Email Rule that sets a template

‘Me’ Menu

  • Defined Signature not added to Messages
  • Out of Office feature malfunction
  • Users converted to Admins can’t save data

Non-English Languages

Not yet supported

Performance & Stability

System delays may occur when:

  • Creating a new Service Record
  • Applying Queue Filters

Log in

  • Incorrect login credentials turn Fields red instead of showing Generic Error
  • In certain scenarios, "Clear Cache" is required to resolve log in issues

SysAid Copilot

  • Knowledge Base Dataset in Data Pool no longer displays an error

Other Modules
Cloud v. 23.4.40

Bug #

765Service Records can now be created successfully by Monitoring NotificationsService Desk

Cloud v. 23.3.60

Bug #DescriptionModule
32863Reset password via "Forgot Password" is no longer case sensitivePassword Services
22244User name display method works as expectedSettings
35813LDAP Integration can successfully authenticate users when “Domain” and “Domain display name” Fields don’t have the same valueIntegrations

What's Next