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Dear Serviceaide Intelligent Service Management User,

This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is the November ISM release that includes some enhancements to existing features and defect fixes. The release will be deployed first in Staging and then in Production. If you find any issues during your testing in Staging please promptly report them to the support team.  

The key features in this release are as follows with additional detail available in the Release Notes. 

The following new features and updates are included in this release:

• Enhancement to Webhook to trigger on auto-close tickets
• Enhanced Outbound webservice operation inbound mapping to handle similar matching attributes
• Enhancement to AD Sync to handle custom configuration to handle Inactive and Disable login for a user. 

  CSMStaging (NA)	30 mins	23-Nov-2025 08:30 PM PST	23-Nov-2025 09:00 PM PST	The Staging system will be unavailable during the maintenance window.
  CSM3 Prod (NA)	30 mins	30-Nov-2025  08:30 PM PST	30-Nov-2025  09:00 PM PST	There will not be any downtime. Inflight transactions may be impacted
  CSM2 Prod (EMEA)	30 mins	01-Dec-2025 05:30 AM GMT	01-Dec-2025 06:00 AM GMT	There will not be any downtime. Inflight transactions may be impacted
  Support	30 mins	07-Dec-2025 08:30 PM PST	07-Dec-2025  09:00 PM PST	There will not be any downtime. Inflight transactions may be impacted

  For more details on this release, including a list of bug fixes and known issues, please review the following resources:

  • Published Fixes
  • Known Issues
  • Compatibility Matrix 
  • Serviceaide Youtube Channel
  • Product Community
  • Technical Support
  • Learn about Luma, the AI-based Virtual Agent for Intelligent Service Management

  If you experience any issues immediately after the upgrade, please try to access the application in browser incognito mode or refresh your browser cache.

  If you have any questions about the contents of the release and the upgrade procedure please contact the Serviceaide Support team. If you have team members that did not receive this notification, please add them to the notification system at our Serviceaide Emergency Maintenance Notification Self Registration Portal  https://serviceaide.sendwordnow.com.

  We look forward to sharing this release with you. 

  Regards,

CSM Staging Environment has been upgraded to November ISM release.

Regards,
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Serviceaide Team
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Dear Serviceaide Intelligent Service Management User,

This is to inform you about the revised schedule for the upcoming upgrade of Serviceaide Intelligent Service Management in Production environments, as detailed below.

NOTE: The Staging Environment has already been upgraded.

Regards,

We have successfully completed upgrade in CSM2 and CSM3 environment. We encourage you to validate this new release and report any issues.