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.
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CSM3 Prod (NA)
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30 mins
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07-Dec-2025 08:30 PM PST
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07-Dec-2025 09:00 PM PST
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There will not be any downtime. Inflight transactions may be impacted
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CSM2 Prod (EMEA)
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30 mins
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08-Dec-2025 05:30 AM GMT
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08-Dec-2025 06:00 AM GMT
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There will not be any downtime. Inflight transactions may be impacted
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Support
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30 mins
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14-Dec-2025 08:30 PM PST
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14-Dec-2025 09:00 PM PST
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There will not be any downtime. Inflight transactions may be impacted
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NOTE: The Staging Environment has already been upgraded.
Regards,
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Tushar Bhayani
ServiceAide
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Original Message:
Sent: 11-20-2025 08:56
From: Tushar Bhayani
Subject: Serviceaide November ISM Release for all Data Centers
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:
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,
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The Serviceaide Team
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