Latest Updates

Since the feature release on October 7, here are some quality of life improvements that we have made in Syncro:

API

Fixed an issue where sending a png signature file through the Tickets API would result in a black box for the signature.

Assets

Fixed an issue where on the Patching Dashboard, applying table filters could return a "Failed to load Patch Instances" error.

Calendar

System calendars in Outlook and Google such as the Holiday calendars cannot be updated by Syncro, so they will now be flagged as Read Only on the calendar selection page for syncing. When a Read Only calendar is selected, Syncro will be updated by that calendar, but the selected calendar will not be updated by Syncro.

Microsoft 365 Integration Features

Updated the manual remediation instructions for the "External Content Sharing Is Restricted" baseline to include the final step of clicking Save in the SharePoint admin center, so the setting is applied when you follow the steps.

Policies

A new Backgrounding Tools option under Policies > Remote Access lets you fully disable Backgrounding Tools for a specific policy, which helps when you manage clients with compliance requirements. Checking Disable uninstalls Syncro Live from assets on that policy, skips the install on new assets, and hides Backgrounding Tools options in the UI. Backgrounding Tools stays on by default, so existing policies aren’t affected unless you opt in. Unchecking Disable reinstalls Backgrounding Tools on the next agent check-in.

Reports

• Removed the unused "nonbillable_time" column from the CSV file generated when exporting Products from Inventory.
• The Customer Map report no longer shows pins for archived organizations. Only active organizations now appear on the map.

Tickets

• A new permission is now available for View Ticket History. Now, technicians who are not Global Administrators, can have access to the history of Ticket updates of status, assigned tech, due date, end user, etc.
• Ticket History records have been improved to refer to the names of the assigned technician, end user, ticket type, and SLA rule as opposed to their IDs.
• The 10,000-character limit on ticket Labor Log entries now works the same way on the ticket page and in the Ticket Timer window. You can enter or paste exactly 10,000 characters without an error, including when you edit an existing log entry.
• Fixed an issue where the All Tickets metric on the system All Unresolved Ticket View displayed the total number of tickets in the account as opposed to the total number of tickets in the Ticket View.

Other

• Syncro Credit Usage Dashboard has been added to the Admin module for Team and IT Plan accounts so that they can track their usage of the Ticket Triage & Dispatch Agent and/or Guided Ticket Resolution features.  Syncro Credit consumption is unlimited through January 2027.  The Credit Usage Dashboard gives insight into what, if any, impact usage of premium AI features will be for accounts after January.
• Fixed an issue where accounts with an active IT Glue integration could keep getting a "Your IT Glue credentials are invalid" notification when IT Glue was temporarily rate-limiting requests. Now, if IT Glue is rate-limiting during setup, the IT Glue setup page now says so and asks you to try again in a few minutes.
• Fixed an issue which led to Security Group showing at least 1 missing permission despite all permissions being enabled.
• Updated the Atera Importer to leverage the new API Tokens from Atera.
• Partners in British Columbia, Alberta, Manitoba, and Yukon now have time zone options that stay on the same offset year-round. Find them in Admin > General Preferences.