Page Comparison

A brand-new dashboard is available under the Reports menu and in Advanced Ticket Center to provide you a comprehensive snapshot of your service desk. This new Dashboard aims to replace the legacy Standard Reports, Adhoc Reports, and Dashboards. Advanced Reporting will continue to be a key component available for organizations to build more complex reports.  The dashboard lets you visualize your organization’s data in the simplest graphical forms, track performance metrics, monitor unassigned tasks and helps enhance future decision making.

Using the Dashboard, you can:

• Filter data according to your needs.
• Click on elements within the visualization to further drill down and go directly to a ticket.
• Export Data to share with others.
• Inspect charts to view the underlying data, statistics, requests, and responses.

For more information, see Dashboard Overview and Dashboard (in Advanced Ticket Center)

This release includes the following improvements in Advanced Ticket Center:

• An Analyst can use drop-downs to select values in Matching Criteria for Class, Category, Type, and Item. This helps finding values without having to type it in manually or look it up in another screen.
• Matching criteria drop-down options are now sorted in alphabetical order for ease of access.
• Custom Ticket Created and Custom Ticket Updated options are added in the Matching Criteria drop-down to customize the dates using a calendar. Specific and relative dates (today -7, today +3, today -30 days) can be specified so that an Analyst can view tickets opened in the last 7 days, tickets that will breach their SLA in 3 days and so on.
• To provide more flexibility and have larger column widths, the minimum number of columns in a View has been reduced to three.

For more information, see Advanced Ticket Center

Using Machine Learning, analysts are shown similar tickets and suggested solutions on the right side of the ticket. This improves MTTR by putting relevant information at the analyst's fingertips.

For more information, see Log a Ticket

Use related Configuration Items to better reflect the impact of the issue in the environment.

• A new Impact field is added in Configuration Item (CI)
• The highest impact value of a related CI sets the impact of the ticket and therefore influences the priority of the ticket 

For more information, see Configuration Management, Create and Manage Configuration Items

To capture the Cost center information and the Cost center Approval, the following fields are added to the Users page.

• Cost Center
• Cost Center Approver
• Cost Center Approval Group

To support additional approvals based on the cost center and projects, the following fields are added in the Process Workflow:

• Cost Center Approver(s) Requester
• Cost Center Approver(s) Requested For

For more information, see Use Manual Workflow Steps, Manage Users

Hierarchical Tree (HT) custom attributes give users a simple way to select a value in a tree structure. Populating these types of custom attributes has always been through spreadsheet imports. Now users can populate the values manually if necessary and allow for dynamic creation of new structures. Administrators, Analysts, and Self-service users can now add values to the HT custom attributes in a ticket.

For more information, see Create and Manage Attributes

A remodeled and improved Automation engine with a workflow designer is available in Intelligent Service Management (ISM). This includes the ability to launch multi-step workflows that connect to Active Directory, VMWare, Windows, Linux and more directly from an action on a ticket. It allows organizations to automate tasks on remote services, servers, applications, and hardware. It removes the need to manually perform repetitive or rules-based tasks. It can dramatically streamline the way IT operates, shifting most or all of the system administration tasks from people to the system.

Please note Automation is an add-on component and not out of the box with ISM. To try Automation in your Staging environment contact your account manager or info@serviceaide.com. 

To learn about the feature, see Automation

As an Administrator, you can add a hierarchical tree custom attribute based on the CCTI type, while creating a Configuration Item (CI). It enhances the user experience in terms of visibility of data. Using the Bulk Upload template you can manage information through the custom Hierarchical Tree.

For more information, see Create and Manage Configuration Items

Analysts are working with many different organizations and aren't always aware of special considerations such as upcoming renewals, recent upgrades, management changes and so on. With the new Support Note, an analyst will see key information about the requester's organization directly on the ticket. This keeps them up to date on the latest information for that organization so they can better handle the ticket and user.  

For more information, see Manage Organizations

For organizations using the Luma Virtual Agent, the embedded Web Widget inside ISM now includes several new features. The Web Widget chat window will show the chat history as well as any missed followup messages.

For more information, see Luma Web Widget Integration

As an enhancement to the existing Rule creation in Conditional Group Attribute, while creating a rule, along with the list type attributes you can also add text type attributes.

For more information, see Conditional Group Attributes

This release includes a major upgrade to Advanced Reporting. Advanced Reporting is built on top of Jaspersoft and we have upgraded to the latest release in Staging and Production environments. This release contains several new features that will improve usability, configuration and performance in Advanced Reporting including:

• The Ability to remove the missing items from an Ad Hoc view to continue using it even if there are dependencies with reports. The removed items no longer appear in the Data Source Selection panel.

• The ability to define basic Time Balance properties on measures provides greater control of time series aggregate data. By default, all data are aggregated by summing time series values. New options let the user calculate aggregate time values by taking the first or last values of a time series. This benefits cases where opening and closing balance values (such as Inventory and Cash Balances) are measured. These options can change the totals to the sum of the numeric data for a period, as well as an average of the numeric values, the first numeric value entered for the period, and the last numeric value entered for the period.

 For more information, see Manage Ad Hoc Views

A new Automation engine is available for Intelligent Service Management. Now you can launch multi-step workflows directly from an action on a ticket. These workflows can connect to Active Directory, VmWare, Windows, Linux and many more systems. This helps your organization improve efficiency and Mean Time to Resolution by automating manual agent tasks. This is the same engine that is used with Luma so organizations can automate from a conversation or from a ticket.

Automation is a separately licensed module that is based on the number of executed workflows. Please contact your account manager or info@serviceaide.com to have it turned on for a trial in your Staging environment.

Please note that with this new offering the Automation Center workspace will be retried in May 2019 as communicated in September 2018.

For more information, see Automation

REST Web Service

A brand new web service is available for connecting your other apps to  Intelligent Service Management (ISM). This Web Service allows you to encode your calls using REST (Representational State Transfer). As an administrator you can validate the information using Swagger to create, update, and delete requests (incident, change request, and so on) from a server.

• API user for REST/ODATA calls is used to expose REST service using the ISM connector without consuming any license.
• Integration is done using AUTH Token or Slice token for authentication for an API user.

For more information, see REST APIs

Based on the customer feedback, we've added even more  enhancements  to Advanced Ticket Center.

• The following options are added in the Matching Criteria to filter your custom Views:
  • SLA Compliance Status: create a view to see the tickets based on the SLA compliance status to monitor tickets approaching or violating the Service Level Agreement (SLA).
  • Unassigned: create a view to see tickets which are not yet assigned to a group or individual. This helps to manage unassigned tickets.
• Edit the width of all columns in a View according to your preference which is stored in the view. 
• View Announcements in the workspace to stay alert of new outages and important organizational events.
• A new My Tickets tab is added in Advanced Ticket Center to display the activities performed by the logged in user such as ticket created, updated, deleted, approved, assigned to the logged in user is displayed in this page. This helps find tickets that the analyst may no longer own but they need to review or update.

For more information, see Advanced Ticket Center

As an administrator you can set the required fields to read-only after creating a ticket, for an analyst. So that the tickets created using Luma cannot be overridden by the analysts.The analyst can use the Service Catalog to create a ticket, if required. 

For more information, see Create and Manage Role-Based Views

The Send To field used to populate details of recipients of a communication from a communication template now support additional tokens. The tokens can be manually entered in the Send To field or by selecting the Add a Field From the Form button for sending notification to the contacts and additional contacts associated to the ticket.:

• ${manager_assigned_individual}: Sends notifications to the manager of the Assigned to Individual.
• ${manager_requested_for}: Sends notifications to the manager of the Requested For user.
• ${manager_requester}: Sends notifications to the manager of the Requester.
• ${affected_service_contacts_groups}: Sends notifications to the contacts or group(s) of the Affected Service.
• ${related_ci_contacts_groups}: Sends notifications to the contacts or group(s) of the Related CI. 
• ${assigned_group_lead}: Sends notifications to the group lead of the Assigned to Group.

For more information, see Create and Manage Communication Templates

 The following enhancements are done to Configuration Items:

• As an administrator, you can configure role-based views to customize Configuration Item(CI) forms for distinct roles. You can control visibility of the ticket sections for a role.

• While relating CI to a ticket, now you can also search using identifier or Id other than using CI name.

For more information, see Create and Manage Role-Based Views and 

• Outbound web services are useful for building ebonding integrations with other Service Management systems. If an outbound call fails, the new retry function will make up to 3 attempts to successfully pass the data. If all 3 fail, an update is made to the worklog. This greatly improves the reliability of outbound web services in sending updates to other systems.
• A new token '${cf_all_custom_fields_in_a_ticket}' is added in the Outbound Web service operation to send all the custom attributes in a name-value pair. This token sends all the Custom attributes of the respective ticket in an array to the corresponding Web service call. A configuration parameter EXCLUDE_CUSTOM_ATTRIBUTE_FROM_ALL_CUSTOM_ATTRIBUTE_TOKEN is added to specify the Custom attribute name that must be excluded from all the Custom attribute tokens while sending data to the corresponding Web services.

For more information, see Configure Outbound Web Services

Copy Custom Fields Using Copy to New Option

The Copy to New option in the Actions menu on the Ticket Detail screen can also copy the Additional Information section in addition to the Ticket Information section.

For more information, see Take an Action on a Ticket

To help analysts easily login after a session time-out, a parameter REMEMBER_USERNAME_PASSWORD is added in Configuration Parameters. This parameter helps users re-login to the application during a session time-out in just a click. This parameter is turned off by default. Administrators are required to turn it on as well as users must select the Remember Me check box on the login screen. This feature is added specifically based on user feedback from the in-product survey. This will greatly improve the analyst user experience.

For more information, see System Parameters

Now you can open your tickets on the ISM mobile app whenever you receive an email notification for a specific request from ISM, via a short URL on your mobile device.

To learn more and download the mobile app, see Intelligent Service Management Mobile App

Zapier is a simple to use online integration tool that makes your team more productive by integrating Serviceaide with your favorite apps such as SurveyMonkey, Jira, G Suite, Trello, Office 365, Slack and more than 1,000 others. For example, you can create a Google Calendar invite or Jira issue or a Trello card all from a new ticket in Serviceaide. Integrations built using Zapier are simple to create and codeless.

This integration is enabled for all customers in production and Staging. For more detail on how to use the integration and connect it to your apps, please review the Zapier Integration documentation here.

Analyst and self-service users can now drag and drop files such as images and documents to add them as attachments to KB articles, tickets, and Configuration Items(CI). The user can drag and drop five attachments at a time.

Adding multiple files/images, is time consuming; the drag and drop feature is a simple way to attach multiple files compared to the lengthier process of inserting attachments individually in succession.

This feature is enabled in the following areas:

• Ticket workspace
• Configuration Items(CI)
• KB Articles

Note: The drag and drop feature allows the user to quickly insert attachments. However, using the drag and drop feature, you cannot set the parameters for the attachments to define it as global or non viewable.

For more information, see Track, Modify, and Manage Open Tickets.

We now support a rich text editor for KB articles to enhance the look and feel and ease-of-use. The KB Admins and KB Analysts can now publish their articles with images, bulleted lists, hyperlinks, and videos. The Admins/Analysts can preview the article before publishing it.

A smart editor helps in customizing the text exactly the way you want, improving the quality of results that can be achieved. Sometimes the admin is required to embed an image or video from a website that may help the intended user to resolve a potential issue or intends to segregate a list of objectives, which can be maintained easily using the rich text editor.

Note:

• Text boxes (Cause, Symptom, and Resolution) with the rich text editor, support a maximum of 15000 (non-HTML) and 40000 (with HTML) characters.
• Images and videos can be embedded directly in the rich text fields using website links. Local images or videos must first be uploaded to the web before embedding.
  

For more information, see Knowledge Management for Analysts

To allow the sales team to view recent Cloud Service Management (CSM) tickets for a specific account, we have integrated Cloud Service Management with Salesforce Sales Cloud. As a result the support team will be well informed about the customers' issues. The sales team can now view and create CSM tickets in the Salesforce application, which provides greater visibility and quicker access to the support team for CSM tickets.

A new section, ‘Serviceaide Tickets’ is added on the Account page in Salesforce, which displays the number of open and closed CSM tickets from the last 90 days. The tickets include the information such as ticket number with a hyperlink, ticket status, dates, assignee, and so on.

For more information, see Salesforce Integration with CSM

Organizations can now use their own email servers for outbound notifications using the Slice Configuration page. This process reduces the chances of the notifications being redirected to Spam and allows organizations to have more control over notifications.

Administrators can configure Secure Sockets Layer (SSL) and Transport Layer Security (TLS) encryption for outgoing mail server, using ports such as 465 and 587. This allows the user to experience a hassle free and secure communication.

To adjust this setting, navigate to MANAGE> TOOLS> SLICE CONFIGURATION.

For more information about email encryption, see Configure Inbound and Outbound Email Messages.

Self-service users can now search for active as well as archived tickets using the Global Search feature in Service Center.

For more information about archived tickets, see Track, Modify, and Manage Open Tickets

With the release of Jasmine, we will be rolling out a more modern approach to managing licenses in Cloud Service Management.

The administrator can view the number of owned licenses on the Slice Configuration page and use it in accordance. An email notification will be received by the administrator, in case the usage of the number of Named and Concurrent licenses exceed than the specified limit, which they own in the Production Slice.

Administrators can now monitor all active sessions using the Manage Sessions page.

A new column is added to the Users page, which displays the last log in time of the user. This helps in identifying the idle user and reassigning the license to another user, if necessary.

The license types, Fixed and Floater, are renamed to Named and Concurrent.

The fields, Named Licenses Count and Concurrent Licenses Count, are read-only fields; the values in this field can only be specified and updated by Serviceaide, based on the requirement of the client.

To view the license details, navigate to MANAGE> TOOLS> SLICE CONFIGURATION.

Restriction is imposed on tenant licensing, on both the license types:

• Named user: The named users can use the number of licenses they own and cannot be shared with other users. But they can access two web sessions and unlimited mobile sessions.

For example, If the user is logged in to the Chrome browser and Firefox, the user will not be allowed to log in to Safari at the same time. The user will get an alert before logging in to the session and will be asked to terminate one of the sessions.

But the same user can have unlimited access to mobile sessions.

• Concurrent user: The users can consume the specified number of licenses, including a 5% of threshold limit. After which the user will be warned on the overage threshold. If the user attempts to continue breaching the threshold, they will not be allowed to log in.

The concurrent users can have access to two web sessions and unlimited mobile sessions.

For more information about license management, see Intelligent Service Management Licensing Overview

Five new themes are added to the user profile.

The color Blue and Green are renamed to Light Blue and Aqua, respectively.

These are the new themes:

• Red
• Orange
• Lush Green
• Dark Blue
• Royal Blue

To view the details, click the Profile picture and select Change Theme.