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Release Notes

Release Notes

This article contains notes about the following releases:


Patch - December 2024

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

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Ticket centerAll Users

Ability to hold the URL attribute to Launch the URL from ticket. For more information, refer to create and manage attributes


ISM-13308
Improved Service Feedback formAll UsersCES Tracking in survey feedback form. 7 Options can be presented for Questions. For more info click hereISM-13311
Process FlowsAdministratorAbility to view the complete information in Entry criteria and assignment criteria under process flow. Click here to know more.ISM-13310

Note: We are planning to deprecate the Asset Native Discovery option by this Year end

This release also contains bug fixes documented on the Published Fixes page.

Release - October 2024

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

FeatureDescription
Asset Discovery configuration Removal for Native DiscoveryAs part of the end-of-life process for the Native Discovery component of ASSET, the option to select Native Discovery from the dropdown has been removed, along with all related items from the configuration page. Refer to Asset Discovery
Attachment preview support in ISMWith this release, attachments can be previewed in Tickets.
Advanced Matching Expression Script option for Workflow actions under Process flowAdministrators can now leverage JavaScript functionality to create matching conditions for workflow actions in the Process flow. Please refer Configure Entry Criteria in Process Flow.
Multiple BOT support for Webwidget in LumaAdmins can configure multiple language bots in ISM to launch Luma based on the user's language, Currently supported English, Spanish and Portuguese. For more details refer to Luma Web Widget Integration
Search categories should include Catalog ItemsAdditional to the Search Category, Users can now search the entire catalog items from the search Categories section under Request Catalog workspace. For more information click Request Catalog
Email validation for incoming emails to identify the userAll incoming emails will be matched against the username and email address and if either matches the ticket will be updated.
Capture Audit information for Common Workflow Actions (bulk actions) (Data with modified information)Enhancement to ISM audit information (Admin activities) to capture the audit for common Workflow Actions.
JavaScript functionality to Assign rules and entry criteria in Process FlowIn Process flow we can now add Advanced Matching Expression Script option for Auto routes and also add Advanced Script option for Set fields under assignment rule. Refer to Configure Entry Criteria in Process Flow.
Mandatory attachments in Process flow workflow actionWe now can configure mandatory attachments for workflow action in Process flow step, It should behave the same way as adding any other mandatory parameters, this means new attachment need to be added to complete the step. Refer Manual Workflow Steps for more info.
Enhancement to email parsing to handle updates from emailWe can now parse the incoming email only for ticket approvals using the config parameter
'INBOUND_EMAIL_ONLY_FOR_APPROVAL' if set to Yes, the incoming email will be used only for approvals and if the parameter is set to No, the incoming mails are used for all ticket creation/Updates. For Details visit Configure Inbound and Outbound Email Messages

Note: We are planning to deprecate the Asset Native Discovery option by this Year end

This release also contains bug fixes documented on the Published Fixes page.

Carpathian Maintenance Release 2 -  September 2024

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

UpdateDescription

AdSync with the Latest version of Java Support

We have enhanced the AdSync utility to support the latest version of Java Support 

Note: We have tested up to V21

Note: The sync.bat file to run the sync provided along with the new package will work with only the latest version of Java (17 and Above), existing JDK/JRE 8 users need to use the old sync.bat to run the sync.

For earlier versions of Java, We need to remove this line from the sync.bat

"--patch-module jdk.unsupported=../lib/base64encoder.jar"

Note: We are planning to deprecate the Asset Native Discovery option by this Year end

This release also contains bug fixes documented on the Published Fixes page.

Carpathian Maintenance Release 1 - July 2024

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


UpdateDescription

Organization-Based License Support

Organization-based license functionality allows to distribute the license to support groups belong to the org independently.

The slice configuration parameter is available to enable ‘ENABLE_ORG_BASED_LICENSE’ for tenants.

Note: This feature will be applicable for concurrent/floating license users only.

Enhancement to Request Catalog

Administrators can now use the sort order to show the Catalog category list based on the configuration.

Audit History for Change Management  - Change Planning section

Administrators can now get all the updates/changes done to the change planning section of the change ticket when the ENABLE_TICKET_FIELD_AUDITING is enabled in the configuration parameter.

Enhancement to SSU (My Tickets workspace)

Update the actual ticket type for Self-service users in the List View same as the Grid view

Enhancement to Hierarchical Attribute in Ticket Center

Removed one of the Search Label in the Hierarchy tree custom attribute in Ticket

This release also contains bug fixes documented on the Published Fixes page.

Carpathian - February 2024

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

Update Description
Customize Bot iconCustomize the Luma Virtual Agent icon with ease. Integrate the desired icon URL as part of Luma integration information. Ensure the icon is accessible via a public URL.
For more information, refer to Luma Web Widget Integration
Enhancement to Inbound email ruleAdministrators can now leverage JavaScript to refine Inbound email rules, enabling administrators to efficiently manage ticket creation for incoming emails.
The script enables the administrator to add special condition(s) to create different ticket types.
For more information, refer to Configure Inbound Email Messages 
Advanced Option to Set Fields in Process FlowAdministrators can now use the power of JavaScript to process the data to update Set Fields to the attributes in Process flow
Updates to Request Catalog Homepage

Set Request Catalog as your Homepage. Similar to Ticket Center, the Request Catalog homepage now provides easy access to the Announcements, Outstanding Items, Your Open Tickets, and Top Rated Articles. 
Request Catalog is now equipped with essential information on the homepage for end users, for seamless navigation and support.

Integration with AI services (Beta)

Introducing AI services in ISM (BETA release).  (This feature would be available only for Luma and ISM customers)

Using the AI services the system can automatically:

  • Generate ticket summarization for the major updates on tickets, streamlining communication and tracking.
  • Explore AI-powered assistance for summarizing and rephrasing notifications and work logs,
  • Assist Analyst during ticket creating by summarizing or rephrasing information, enhancing efficiency and clarity.
Other Enhancements

Here are the other updates that are part of this release:

  • Adding and deleting attachments is restricted for Read-only tickets. (Configured using Config parameters)
  • Updates to Configuration Items form to enable changes to CCTI while creating or updating a CI.
  • Created by and Source information are now available on Advanced Ticket center --> View option.

This release also contains bug fixes documented on the Published Fixes page.

Patch - October 2023

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

Update Description
Restricted actions on Closed ticketsAdding and Deleting attachments for Closed Tickets is not allowed. AddNew, Relate Attachments and Grid actions for  Closed tickets are now disabled, restricting all users from making changes to the attachments.
Other Enhancements

The following improvements are part of this release:

  • Vulnerability issues identified in VAPT testing are now fixed.

This release also contains bug fixes documented on the Published Fixes page.

Patch - July 2023

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

Update Description
Updated Group Viewer Privileges 

The Group viewer member privileges are updated in this release. For a Group Viewer member of a group:

  • The Ticket Center will not show the tickets assigned to the group
  • Workflow actions will not show the actions if the workflow action permission is set to  'Limit To Assigned Group'.

Note: The restriction is applicable only if the Group-based access is enabled for your tenant.

Adhoc reports

Group-based access is now applicable for all Custom Adhoc reports. If Group-based access is enabled for your tenant, tickets assigned to a group are not visible to other group members.

Note: The group-based access rules will apply only to custom reports (Not for OOTB Adhoc reports)

Patch - June 2023

This release contains only bug fixes documented on the Published Fixes page

Patch - May 2023

This release contains only bug fixes documented on the Published Fixes page

Patch - April 2023

This release contains only bug fixes documented on the Published Fixes page

Patch - March 2023

This release contains only bug fixes documented on the Published Fixes page

Kruger- February 2023

The following video shows the features and enhancements of this release:


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

UpdateDescription
Process WorkflowsSet the dates fields as part of the Workflow process. You can now set Dates Fields such as Planned Start date, and Planned End date as part of Process Flow for Change Request Type.
Analysts and AdministratorsNew Supervisor Role with access to all tickets. You can now assign Supervisor roles to Administrators, Managers, and leads to enable them to view all tickets associated with all groups.
Integration with Serviceaide Automation

ISM is now integrated with Service Automation to execute automation workflows. As part of Process workflows,

  1. You can now configure and design workflows to integrate with ISM using Process flow. You can design multi-step tasks using various Mule and REST connectors to build and orchestrate end-to-end workflows.
  2. You can execute the OOTB Legacy workflows and the Automation workflows designed using the Workflow Builder in Serviceaide Automation. Select the Workflow type as Legacy or Designer to select the required workflow.
  3. Use 'Designer' type workflow to execute the custom workflows. he input parameters required to execute the workflow can be set on the 'Map' tab.
  4. View the graphical representation of the Execution history. When a 'Designer' workflow is executed for a ticket, the graphical view of the execution history is available in the Activity History section. Select the required step in the workflow to view the execution details.

For more information, refer to Automation Workflow.

Improved matching criteria for SLA Targets

Add advanced matching criteria for your SLA targets. You can now define custom matching criteria for your SLA Targets using ticket fields and custom Attributes. On Service Level Targets, enable Advanced Criteria and the required condition (where clause) in the criteria section.

For more information, refer to Manage Service Level Agreements.

Color themesUpdated small adjustments to the design and color themes in ISM
Configuration Items

Following are the updates to the Configurations Items part of the release:

  1. Configuration Items now support Checkbox and Radio buttons. You can now configure add Attributes with checkbox and radio button input fields to a CI Attribute Template.
  2. ISM now supports Role Based view for Configuration Items. You can now create views for Configuration Items with View and Edit access to the Custom Attribute section and corresponding sections/fields.

Access Service Catalogs via Luma VA

Find your Service Catalogs through Luma and create well-formed actionable tickets. You can now access Service Catalogs in ISM through your Luma Virtual Agent. Import your existing Service Catalogs into Luma and enable end-users to request for services using the service catalogs. 

Note: To use Service catalogs, Luma Knowledge should be configured for your organization. To procure Luma Knowledge tenant, please get in touch with Serviceaide Support team.

This release contains bug fixes documented on the Published Fixes page

Patch - October 2022

This release contains only bug fixes documented on the Published Fixes page

Patch - August 2022

This release contains only bug fixes documented on the Published Fixes page

Patch - July 2022

This release contains only bug fixes documented on the Published Fixes page

Patch - June 2022

This release contains only bug fixes documented on the Published Fixes page

Patch - May 2022

This release contains only bug fixes documented on the Published Fixes page

Zircom - May 2022

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

UpdateDescription
Export and Import Workflow process

You can now Export and Import Process flow from one environment to another. Administrators can select the published process flows and import the workflows along with all the related entities such as custom attributes used in the matching condition, set fields, associated communication templates, web services, permissions

For more information, refer to Design a Process Workflow-->Export and Import Process Workflow

New Configuration Parameters

The following configuration parameters are added in this release:

  • New Configuration parameter "ALLOW_ANALYST_TO_ADD_HIERARCHICAL_ATTRIBUTE" for Analysts. The parameter is used to control the hierarchical attribute's edit state. You can disable the hierarchical tree function and add new data for analysts. For more information, see Service Desk Parameters .
  • New Configuration parameter "INC_REQUESTER_REPLY_PHASE".  The parameter is used to define the phase of a ticket when an email response is received from the ticket's requester or requested-for contact. For more information, see Incident Management Parameters .
Audit History for Administration ActionISM now captures the audit information for the following Admin activities. 
  • SLA modification

  • User or Contact information changes

  • Slice configuration parameters updates

You can also report on the audit information. To download the audit details, please reach out to the Serviceaide support team.

Other Enhancements

Following are the other updates that are part of this release:

  • Parent ticket is now automatically closed once all the related task tickets are closed.
  • Vulnerabilities identified in the on-premise installation of the ISM application are now fixed. Apache, Tomcat, and Java have been upgraded to the latest versions.
  • Log4j vulnerability in ISM is now fixed.

This release contains bug fixes documented on the Published Fixes page

Xanthite - September 2021

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

UpdateDescription
Advance Ticket Center

Support for Custom Attribute filters on Advance Ticket Center. You can now add Custom Attributes as matching criteria on Advanced Ticket Center to filter tickets by custom attributes matching conditions. The new filters can be enabled for your tenant using the configuration parameter, ENABLE_ATC_CUSTOM_ATTRIBUTE_MATCHING_CONDITION. Set the parameter to Yes and enable the Custom Attributes Matching Criteria on Advance Ticket Center.

For more information, see Advanced Ticket Center .

Approval Reminders for Service Request

You can now enable Approval Reminders for Service Request. A new configuration Parameter OUTSTANDING_APPROVAL_REMINDERS_FOR_OTHER_TICKETS is now available to enable the system to send reminder notifications to the approvers at specific intervals for Service Requests, Incident Tickets and Problem Tickets. By default, the reminders are disabled. 

For more information, see Service Desk Parameters .

Improvements on Feedback notification 

Feedback notifications can now be triggered based on the Assignment Groups and Reason Code. In addition to Organizations, Groups and Contacts, Administrators can now schedule feedback notifications for the tickets that are assigned to a specific Assigned/Resolution group or Reason code.  

For more information, see Create, Schedule, and Manage Service Feedback

Enhanced Password Encryption

ISM now supports the enhanced Password encryption algorithm SHA-2. You can now upgrade from SHA-1 to SHA-2 encryption algorithm to improve security for your tenant. The configuration is tenant specific and is managed by the Operations team. You may get in touch with the Support team to update the encryption to SHA 2.

Note: Upon updating Password encryption to SHA-2, users from your tenant would need to reset their passwords to update the encryption key. The existing password will not work.

Ticket Center Enhancement

On Ticket center, Analyst can now Search and View Knowledge Articles based on Ticket CCTI. The new filter 'Include KB Articles CCTI' can be used to search for the most relevant Knowledge Articles. 

For more information, see Add Ticket Solution Details.

This release contains bug fixes documented on the Published Fixes page

Maintenance - April 2021

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

UpdateDescription
Webhooks Regenerate Events

You can now regenerate Webhook events from the Ticket Actions, to trigger the webhooks to create/update tickets. 

For more information, see Webhooks for tickets.

Service Request Approval Notifications

You can now send follow-up notifications to Approvers regarding outstanding Service Request approvals until the request is approved.

Configuration parameter NOTIFICATION_INTERVAL_FOR_OUTSTANDING_APPROVAL_REMINDERS is used to determine the Time Interval (in Hrs.) between successive reminder notifications to Approvers for the outstanding approvals.

For more information, refer  to Change Management Parameters.

New SLA status Resolve-Validation

New Ticket Status 'Resolve-Validation' is now available. The status is used to hold the SLA until the end-user validates the resolution and to track the actual (first) issue resolution date for Reporting and Analysis. In case the Ticket is Reopened, SLA is reapplied and the new Resolution date is captured when the ticket is moved to Resolve-Validation status.

ISM-ITAS Automation integration

ISM is now integrated with new Automation workflows that allow you to automate tasks on remote services, servers, applications, and hardware. It removes the need to manually perform repetitive or rules-based tasks. Automation workflows are predefined processes for a specific business process that can be used to streamline the resolution of high volume and low complexity issues such as ‘Enabling an AD Account’ or ‘Resetting a password.’

For more information, refer to Automation

Service Catalog- Export and Import Improvement

Service Catalog Export-Import feature is enhanced to include associated custom attributes and custom attribute templates in the catalog. When exporting Service Catalog, the Custom attributes and Custom Attribute Templates associated with the selected catalog and assigned CCTI combination are exported to the XML file. This enables the Administrators to create and test Service catalogs in the staging environment and then migrate the catalogs to the production environment.

For more information, refer to the Manage Service Catalog

New Token for Outbound Webservices and Webhook configurations

Following New Tokens are added:

    • Location and Department of the 'Requester' and 'Requested For' available in both Outbound Webservices and Webhook configurations
    • 'SLA Resolve By' token in Communication template and Outbound Webservices
    • Date/Time in seconds in Outbound Webservices
Process Workflow update

New listing value 'Created By' is added to matching condition on Process Flow for Auto assignment configuration

This release contains bug fixes documented on the Published Fixes page

Wishbone– February 2021

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

UpdateDescription

Webhooks History UI

A new user interface to view History Logs for Webhooks is now available. You can now view historical information of the events triggered through a Webhook and retrigger the failed events.

For more information, see Webhooks for tickets.

Managing Incoming email 

Following System configurable parameters have been added to manage the behavior for incoming emails

  • ALLOW_ANONYMOUS_USERS_TO_CREATE_TICKET_FROM_EMAIL  to allow Anonymous users to create tickets via emails.
  • MAIL_ADDRESS_OR DOMAIN_TO_DISCARD_INCOMING_EMAIL_PROCESSING to configure domains or email addresses that should be discarded while processing of incoming emails.

For more information, see System Parameters

Auto Assignment Rule 

Correlation Report

You can now export and download the list of all Auto Assignment rules linked to a Process Workflow in a CSV file.

For more information, see Migrate to Process Designer

Ticket Center Enhancement

You can now download all the attachments related to a ticket using Download All Attachments option. All the related attachments will be downloaded on your local machine in a zip file.

For more information, see Manage Ticket Relationships.

Delete Ticket Audit logs

Delete Ticket Audit Logs are now captured in ISM. You can view the audit information on who has deleted a ticket and the deletion timestamp.

Attachment support for SDM Connector

Attachment support for CA Service Desk Manager (SDM) and other ITSM systems that support multipart file attachment is now available. You can now send attachments to those ITSM systems using webhook.

Configurable Navigational link

You can now create a customizable navigation menu that launches a 3rd party application the ISM application. You may contact Serviceaide Support team or your account manager to configure the workspace with a navigational link to launch ab external application.

Restrict/Allow SSU users to add items to the Hierarchical attribute

Ability to restrict/allow self-service user to add items to the Hierarchical attribute based on the configuration parameter value.

For more information, see System Parameters

This release contains bug fixes documented on the Published Fixes page

Maintenance - January 2021

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

UpdateDescription
Webhooks enhancements

Following functionalities have been added to Webhooks :

  • Attachment support is now provided for CA SDM and ISM

Note: The ServiceNow Endpoints supported earlier was /now/attachment/file and now the supported endpoint is /now/attachment/upload, The later method supports multipart file attachment earlier was supporting binary.


For more information, see Webhooks for tickets

Maintenance - December 2020

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

UpdateDescription
Webhooks enhancements

Following functionalities have been added to Webhooks :

  • You can now select Ticket type of request in the “Form Type” field, based on which the Custom Field Matching criteria can be set.
  • Attachment support is now provided during ticket creation  


For more information, see Webhooks for tickets
Catalog Family

You can now provide an image using Catalog Family for the classification categories available in ISM. As an Administrator, you can configure images for each category level. These images help in navigating through the hierarchy of categories to select the correct Service Catalog. Image set at the Parent level is automatically inherited by the Child levels unless images are configured for the individual hierarchy levels.  


For more information, refer to Catalog Family
Request Catalog enhancement

You can now browse through the Catalog Family hierarchy levels to select the Service Catalog of your choice to log a ticket.


For more information, refer Request Catalog
Time spent on Worklog

“Timespent” field now allows you to log up to 99999 minutes while adding a new Worklog for a ticket

For more information, see Take an action on ticket
Service Catalog- Export and Import

Bulk Export and Import of Service Catalog from one environment to another are now available. You can now reuse configured and tested Service Catalog instead of recreating new ones.

For more information, refer to the Manage Service Catalog

Vivianite – October 2020

The following video shows the features and enhancements of this release:

This release includes the upgrade of the underlying ISM components and third-party libraries. 

UpdateDescription

Webhooks for tickets

A new feature "Webhook" is now available. For every subscribed event under Webhooks, when the corresponding event happened in the ISM application, it would trigger the configured web service automatically to update/notify the corresponding system.
A configuration parameter 'TRIGGER_WEBHOOKS_ON_ISM_EVENTS ' has been added to enable the functionality.For more information, see Webhooks for ticketsService Desk Parameters

New Configuration Parameter to restrict workflow actions display

Following five new configurable parameters are now available. As an administrator, you can now configure to view or hide the workflow actions based on the configured ticket status.

Ticket Follower Update

Any updates to ticket activities and events can now be notified to the users who follow the ticket by adding the '${notification_followers} token to the communication template. All the notifications triggered with ${notification_followers} token in the communication template will be notified to the Followers.
A configuration parameter 'TICKET_FOLLOWER_FOR_NOTIFICATIONS' has been added to enable/disable the functionality.For more information, see Allow Ticket FollowersService Desk Parameters

Maintenance – July 2020

This release includes the upgrade of the underlying ISM components and third-party libraries. 

UpdateDescription


Process Designer

“Client Viewable” field can now be set when Worklog is created through Process workflow. You can now add “Client Viewable” in Process Designer and set the value.

Requester’s manager field is now available as a token. On Process Designer, you can use ${tr.manager_requester} token in Set fields to populate the Manager’s details to any field in the Ticket.

Advanced Ticket Center

Following Matching Criteria are now available on Process workflow and Advanced ticket center.

  • Requested For Hierarchy Organization Name
  • Requested For Organization
  • Requester Hierarchy Organization Name

Note: The filters are case sensitive.

New configuration on service catalog configuration screen

New Request Catalog workspace is now available that allows users to filter the Service catalog based on the Classification and update information as required.

On the Service Catalog Configuration, Administrators can select a classification to identify the Service Catalogs. The field allows analysts to add 5 classification questions that can be used to filter the Catalogs.

Popup for Outstanding Items

Any pending Surveys or feedbacks Outstanding information will now pop up after login.  You may click on Continue to view any pending actions on the Outstanding item List.

Requested For Update

 ‘Update_Requester_to_Requested_For_during_ticket_lifecycle’ configurable parameter is now available. As an administrator, you can set the config parameter to "yes" to enable auto-populating Requester information to Requested For  field during entire Ticket Lifecycle
Note: Requested For is populated with the Requester during initial save irrespective of the config parameter, if Requested For is not populated.

For more information, see Service Desk Parameters

Unicorn – June 2020

This release includes the upgrade of the underlying ISM components and third-party libraries. 

UpdateDescription

Java Upgrade to Open JDK 11

Java version 8 has been upgraded to Java JDK 11

Tomcat Upgrade

Tomcat version 7 has been upgraded to Tomcat version 9

Operating System Upgrade

Various Operating Systems have been consolidated into a single Operating System, CentOS 7.x

Topaz - April 2020

The following video shows the features and enhancements of this release:


UpdateDescription

Advanced Ticket Center

This release includes the following improvements in Advanced Ticket Center:

  • Increased text limit for Description and Task Name fields for all ticket types.

Description field now allows 512 characters.

Task Name field now allows 256 characters. 

  • View List in Advance Ticket Center is now configurable to display 10-15 views.

For more information, see Advanced Ticket Center

Role Based Views

New Role Based View ‘Default View For Asset center’ is now available. As an administrator, you can use the default to create view specific to your organisational requirement.

 For more information, see Create and Manage Role Based Views

Groups

New Group viewer role is now available. As administrator you can now tag members of your group to Group Viewer role.

 For more information, see Create and Manage Group

Process Workflow

Arithmetic operations ++ and -- are now available on Process designer. As an administrator, you can now increment or decrement an attribute value in a Process Workflow step.

 For more information, see Use Automation Steps and Use Manual Workflow Steps 

Configuration Parameter

A new configuration parameter ‘ALLOWED_TICKET_STATUSES_TO_UPDATE_VIA_EMAIL’ is now available that allows user to update the ticket status through email.

 For more information, see Service Desk Parameters

Knowledge Management

‘Send email’ action button is now available on Knowledge Management →  article details page. As a Knowledge Management user, you may now send email notifications to regarding KB article status.

For more information, see Create and Manage Knowledge Base Articles

Conditional Group Attributes

In addition to List and Text attributes, Conditional Group attributes now accept Date type custom attributes.

For more information, see Conditional Group Attributes

Maintenance - February 2020

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

UpdateDescription

Configurable Parameter

New configurable parameter ‘DISABLE_MY_ASSETS_SERVICE_CENTER’ is now available. As an administrator, you can now enable or disable ‘My Assets’ on Service Center workspace.

For more information, see Service Desk Parameters

Communication Template

New tokens, SLA_due_by and SLA_due_date, are now available in Communication templates.

For more information, see Create and Manage Communication Template

Single Sign On

Support for Non SSO domains 

For more information, see Implement Single Sign-On for Microsoft Azure

Process Workflow

Close Ticket on Exit option and under advance option, Mandatory fields and matching conditions now available in Automation action Design.

For more information, see  Use Manual Workflow Steps

This release contains bug fixes documented on the Published Fixes page

Maintenance - January 2020

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

UpdateDescription
Conditional Attribute Group

This release includes enhancements to Conditional Attribute Group to allow an administrator to perform the below activities:

  • Apply sort order on conditional attributes displayed in the ticket

  • Ability to reorder the conditional questions

For more information, see Conditional Group Attributes

Ticket Assignment As an Analyst, you will be able to assign a ticket to other groups if Group based security is enabled.

This release contains bug fixes documented on the Published Fixes page

Sapphire - November 2019

The following video shows the features and enhancements of this release:


UpdateDescription
New Dashboard

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)

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

Auto-Populate Inbound Email Ticket Fields using AI (Beta)

Note

This feature is currently in Beta and not available to all customers. If you would like to try it please contact your account manager or info@serviceaide.com 

Using Machine Learning (ML) and Natural Language Processing, two AI components, Intelligent Service Management (ISM) analyzes an organization's historical tickets and can set the CCTI, Priority, and Assigned group for the ticket based on the subject line of a user's email. This feature improves mean-time-to-resolution by reducing the amount of analyst time filling out a ticket and transferring it to the right group. 

For more information, see Auto-populate Tickets Using AI

Similar Tickets and Suggested Solutions

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

Maintenance - September 2019

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

UpdateDescription
Prioritize a ticket based on the highest impact value of the related CIs

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 ManagementCreate and Manage Configuration Items

Approval enhancements to support additional contact fields to be available in contextual approvals

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 StepsManage Users

Hierarchical Tree (HT) Custom Attribute enhancement

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

Ruby - August 2019

The following video shows the features and enhancements of this release:

UpdateDescription
Dashboard (Beta)

Note

This feature is currently in Beta and not available to all customers.

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 requirements.
  • 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)

Design complex multi-product workflows with the Automation Designer

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

Hierarchical tree attributes available on Configuration Items(CI)

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

Inform analysts of key information with a Support Note on Organizations 

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

Enhanced Luma Web Widget inside ISM 

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.


Important

Please note that you must update your Web Widget configuration parameters after the upgrade. The Web Widget will not work until you do this.


For more information, see Luma Web Widget Integration

Conditional Group Attribute Rule Enhancement

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

Advanced Reporting Upgrade

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

Require an attachment on a new ticketSome ticketing processes such as an employee onboarding workflow require a word document or spreadsheet to be filled out and attached to the ticket. Enforcing this rule prior to this release was often difficult. A new checkbox 'Is Attachment Mandatory' is now available on Catalog Items to help Administrators require that an attachment be added to a ticket before the initial save. 

Quartz - May 2019

The following video shows the features and enhancements of this release:


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

UpdateDescription
Build Conditional Forms with Custom Attributes

Create dynamic questions based on user input in the Additional Information section of a ticket. This feature allows for a much more user-driven experience when creating and updating tickets.

Here are a few examples of how this feature can be leveraged:

  • A new hire request where different information is required based on the new employee's location. The first field is Country, if the user selects USA, the next question is shown based on that selection of USA. A question for State with a list of US states in alphabetical order will be displayed. A different field would show up if the user selected India as the Country.
  • A new mobile device request. The first field is Device Brand, if the user selects Apple, the new question Apple Device Type will be shown with a list of iPhones in the dropdown. If the user had selected Samsung as the Device Brand a question would show up with Galaxy devices in the dropdown. 

To build this type of conditional form you need Custom Attributes, Custom Attribute Templates and then create a Conditional Attribute Group. For more information, see Conditional Group Attributes

Trigger an Automation Workflow Using an Autoroute with Workflow Action

In February a new Automation engine was launched for Intelligent Service Management (ISM). This includes the ability to launch multi-step workflows to Active Directory, VmWare, Windows, Linux and more directly from an action on a ticket.

In this release we have added the ability to trigger an Automation workflow using an Autoroute with Workflow Action in the Process Workflow. This allows a workflow to be executed without any user intervention in ISM. For more information on setting up this type of trigger, see Create and Manage Auto RoutesThe automation service in Serviceaide Intelligent Service Management (ISM) helps you automate ITSM processes and workflows directly from a ticket. For more information on Automation, see Automation.

Note that 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. Additionally the Automation Center workspace will be retried in May 2019 as communicated in September 2018.

Communication Tab in Activity History

A new tab is available within the Ticket Activity History. The Communication tab shows only email messages for the ticket which helps the analyst quickly see email interactions without having to scroll through the full activity history. Email updates continue to also be visible on the Full Activity History tab.

For more information, see View Ticket Details

Advanced Reporting Upgrade

Note

Due to a bug in this new Advanced Reporting version, only Staging environments are updated with this functionality. Production will be updated later.

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. 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

 Be sure to test your existing reports in Staging.

Maintenance - April 2019

This release contains bug fixes documented on the Published Fixes page.

Pearl - February 2019

The following video shows the features and enhancements of this release:

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

UpdateDescription
Automation

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

Advanced Ticket Center 

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

  • The following options are