SysAid On-Premise

Download SysAid 18

SysAid 18 Highlights

Increased Capabilities in the Self-Service Portal:
Admins can:

  • Decide if a given toolbox item should be accessible for users who access the Self-Service Portal in Guest mode
  • Display a new out-of-the-box toolbox item that allows end users to open SRs that are pre-populated with a specified template
  • Define the height of the Custom IFrame widget and include a scroll bar
  • Limit the ability of end users to submit incidents and/or requests in the Self-Service Portal based on their company or user group
  • Customize the Scoreboard widget by choosing which columns to display, applying static filters, and/or setting the order of the Scoreboard tabs
  • Display SR activities in the SR form
  • Add tabs next to the default "General Details" tab in the incident and request submission forms


Improved End-User Experience in the Self-Service Portal:
End users can:

  • Filter their Scoreboard lists, based on the defined fields that are displayed in the list
  • Select certain predefined themes for their Self-Service Portal
  • Search the Self-Service Portal for content from knowledge base articles


TeamViewer Embedded Enhancements:
Admins can:

  • Utilize TeamViewer QuickSupport to perform attended remote control sessions with SysAid TeamViewer Embedded despite UAC limitiations on users without administrator access
  • Set TeamViewer Embedded permissions for multiple admins or groups simultaneously from the Admin or Group list


Avoid Clutter from Repetitive Content by Merging Service Records
Admins can easily merge the contents of multiple service records into a single service record.


More Options for Password Reset
Admins can configure Password Services to send a password reset code to end users' mobile devices.


Simplify Troubleshooting by Getting Real-Time Data on Agent Deployment Failures
Detailed information regarding agent deployment failures is displayed in real-time in the agent deployment console and is saved to the agent deployment log.


New Standardized MSI Includes Improved Orca Compatibility
SysAid's new standardized, Orca-compatible agent MSI deployment allows for the customization of all agent parameters and supports multiple operating systems.


More Bulk Actions Available in SR List
Admins can now assign multiple SRs to an admin group and set one parent SR for multiple SRs.







Windows (Upgrade)



Linux (Upgrade)

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  • To upgrade to SysAid 18 on-premise, you must be running SysAid 16.3 or higher (For the Linux upgrade you must be running SysAid version 17.3.5 or higher).
  • To start using SysAid MDM capabilities, you must be running Tomcat 7 or above.
  • You can only use the 64-bit Windows upgrade if your initial SysAid installation was 64-bit. If you are not sure, you can try installing the 64-bit upgrade. If it is incorrect you will be prompted, and then simply install the 32-bit upgrade.
  • SysAid's Patch Management and TeamViewer Embedded capabilities require the latest versions of the SysAid agent and RDS.
  • New Linux installation guide can be found here.




RDS Installation


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