New Features in SysAid 14.4.1 (Cloud)

Improved Categories Page

The Categories settings page has been rebuilt and now includes:

- A better user interface with familiar list and form functionalities

- An easier mechanism for updating categories

- The ability to operate on multiple categories simultaneously

- A lighter structure for enhanced performance

Additional Email Integration Settings

When this feature is enabled, SysAid automatically adds email addresses CC'd on emails regarding an SR to the SR's CC field.

In order to avoid an email loop, admins can also enter email addresses that SysAid should never send an email to.

Weighted Service Record Functionality

IT team leaders can use the new SR Weight field to override any filter set by IT personnel and determine the order SRs are handled in according to true business priority.


SysAid 14.3 Highlights

New RDS Inactivity Alert

SysAid automatically activates an alert if the RDS (Remote Discovery Service) becomes unresponsive for a predetermined amount of time. Admins can now download updated logs for selected RDS nodes.

SR Duplication Extended

The ability to Duplicate an SR has been extended to changes, problems and requests, in addition to incidents.

More Flexible Category Driven Templates

A new “Don't Change” option was added for Category Driven Templates. This enables you to set up categories not to change the template of an SR when the category is selected.

Knowledge Base Suggestions Now Available for Admins

The option for Knowledge Base suggestions in the submit SR form can now be configured for admins, in addition to end users.

SysAid 14.1 Highlights

Patch Management Capabilities

SysAid Patch Management is a customizable, comprehensive solution to keep your Windows-based servers and workstations up-to-date with the latest security patches and software updates. Patch Management is fully integrated into your SysAid Asset Management; all you need is additional Patch Management licenses for the assets you want to manage.

Automatic Database Migration from Derby to Microsoft SQL

In 9.1 we replaced our default database from Derby to Microsoft SQL Express for all new installations and announced that the second stage will be migrating existing installations from Derby to MS SQL and ending our support for Derby.

If your SysAid is using the default built-in Derby database (you can see this under the About page in the product) then the upgrade package will take care of automatically installing and migrating  your  Derby database to MS SQL.

Please note that the migration time may vary from several minutes to several hours depending on your Server hardware configuration and your database size, so consider this expected downtime when planning to upgrade, either overnight, or over the weekend.

Email Parsing

Set up business rules on incoming emails to parse the subject / body / sender of incoming emails and set field values in the service records, based on the rules you set up.

*Available in Cloud Edition since 9.1.1

Reopen Tickets by End Users

End users have the option to reopen closed service records via the End-User Portal or via a link in the email notification.

*Available in Cloud Edition since 9.1.1


Learn more about our new version numbering system here.

Additional Features

  • Control what status to set for closed service records that receive email responses from users to prevent tickets from reopening.
  • Use the End-User Portal in Guest Mode.

Step 1: On-Premise Upgrade to SysAid 14.3




Click here to download the Free Edition Windows upgrade


Click here to download the Free Edition Linux upgrade


  • SysAid version 7.5 or higher is needed in order to upgrade to SysAid 14.3. If you are running Derby database, you must first migrate your data to the embedded MS SQL Express database (read more...).
  • To start using SysAid MDM capabilities, you must be running Tomcat 7 or above.
  • The 64-bit Windows upgrade can only be used if your initial SysAid installation was 64-bit. If you are not sure, you can try installing the 64-bit upgrade, and you will be prompted if it is incorrect. In that case, simply install the 32-bit upgrade.
  • SysAid Release 9.0 and higher for Linux/Unix/Mac requires SUN Java 1.7 or higher and Tomcat 7 to be installed on the SysAid Server.
  • SysAid's new Patch Management capabilities require the latest version of SysAid Agents to be running and also the latest version of the RDS to be installed.
  • The embedded MSSQL Express database (if used) requires Microsoft Installer 4.5. It is included with Windows Vista SP2 or above, or Windows Server 2008 SP2 or above. Anything below that requires manually upgrading to Microsoft Installer 4.5 or above.

Step 2: If you are using RDS, upgrade to the latest version

RDS Installaion (32 bit | 64 bit)


14.3 New On-Premise Release

Upgrade Now
Upgrade to the newest available On-Premise SysAid release 14.3

Additional Information