Release Notes

This article contains notes about the following releases:

Zircom - May 2022

The following new features and updates are included in this release:
<In progress>

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 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

Description and Details now available in Ticket Role-based Views

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

Additional Tokens for Notifications in Communication Templates

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

Configuration Item Role-based Views and improved Search

 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 Retry
  • 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

Remember Username and Password During Session Time-out

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

Default Password During Contact Creation  To make the login process easier for the first time user, as an administrator you have the flexibility to create a user with default password. Later the user can modify the password as required.
Open Mobile App from ISM Link in Email Notification 

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

Upgraded Search engine for Global Search and Advanced Ticket Center We have upgraded the engine that operates the Global Search and Advanced Ticket Center workspaces. This should improve performance and accuracy of searches done in both workspaces. Additionally we will be removing the beta label in both of these areas very soon based on customer input.

Maintenance - December 2018

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

UpdateDescription
Enable Organization based search in SSO

While sending a communication to the user, it uses the user's organization to identify the SSO link to be sent in the communication from the associated SSO configuration.

New Configuration Parameter to handle the outbound communications based on organization inplace of email domain, specify the organization name with a semicolon separator without space, when multiple SSO configurations are set up, we need to have the granular organization hierarchy to be configured earlier than the root organization.

Note: To specify multiple organization have them semicolon separate without space for example if the organization as serviceaide>>India and Acme are the organization as ex. Serviceaide >> India;Acme need to be specified in the email domain tags on the Single sign on page within Tools > Slice Configuration

For more information, see Configuration Parameters

Adjust name of Luma Web Widget in ISM

Newly added configuration under Tools>Integration workspace under Luma to specify the name to be shown on the ISM Web Widget for Luma. This allows administrators to change the name from the default, "Luma", to a name that better aligns to their organization.

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

Opal - November 2018

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

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

UpdateDescription
Group Based Security

Group-based Security supports organizations who have different departments with different security and business rules and want to leverage a single service desk system. For example, an IT team and an HR team could use a single Intelligent Service Management (ISM) environment but restrict the IT team from viewing HR tickets. HR tickets with confidential information could only be viewed by members of the HR group. IT members could not view these tickets in Ticket Center, Advanced Ticket Center, Scratchpad or through Search. Additionally, self-service users can open and view their tickets that are assigned to all groups through the self-service portal, email and the mobile app. 

The administrator can enable or disable group-based security using Configuration Parameter based on the requirement.

For more information, see Group-based Security

Change Collision

A new section called 'Change Collision' is available on Change Request tickets. A collision occurs when two change request schedules overlap. The change collision feature helps you manage and resolve conflicts between change requests. It also provides visibility of the resources and related assets/CIs that are common in the change request. You can also view the change collision using the Change Calendar.

For more information, see Change Collision

Color Code for Ticket Priority 

Having a clear visual indicator of a ticket's priority makes it easier for analysts to identify what needs to be worked on quickly. Based on customer feedback, there is now color highlighting in Ticket Center and Advanced Ticket Center based on the ticket's priority. The following list of color codes are used to show the relative importance of tickets in both the list and grid views in the priority cell in Ticket Center and Advanced Ticket Center:

  • Critical:  Red
  • High Priority: Orange-Red
  • Medium: Orange
  • Low Priority: Yellow
  • Custom: Gray
  • None: Blank

For more information, see View Ticket Details

Advanced Ticket Center 

Thanks to customer feedback on the community, more improvements are done to Advanced Ticket Center.

The View is enhanced in the Create View window in Advanced Ticket Center with the following features:

  • Ticket Type field is added to search for a specific ticket type such as Service request or Change request
  • Additional options to use in the View for matching conditions:

        - VIP: Create a custom View to see the tickets from VIP users

        - Ticket Created: Create a View to see the tickets created during a period which is =, <, > a certain number of days such as 7 days or 30 days.

        - Ticket Updated: Create a View to see the tickets updated during a period which is =, <, > a certain number of days such as 7 days or 30 days.

  • Visual Indicators based on ticket priority.

For more information, see Advanced Ticket Center

Parameter to Define User of Auto-Route Action 

Previously if a ticket was opened and automatically closed in one action, the Routing Engine would be shown as the user who closed the ticket. This made attributing the work to the actual user difficult from a reporting perspective.

On auto-close of a ticket via process flow, the name of the user who created the ticket appears in the Modified By column in Full Activity History instead of Routing Engine. This improves reporting to show the user who actual performed the work versus the system Routing Engine. An Administrator can enable or disable this feature using  'AUTOROUTE_ACTION_BY_LOGGED_IN_USER'  in the Configuration Parameter workspace. By default, the option is disabled.

For more information, see Task Management Parameters

Trigger a Web Services Operation When Adding a Worklog

When an analyst adds or update a worklog for a ticket, the outbound web service operation can be invoked. Five new out-of-the-box common ticket actions are added to Process Workflow.

For more information, see Trigger a Web Services Operation When Adding a Worklog

Rich text Support for Announcements

To improve usability, rich text support is provided for Announcements over typical approach of formatting. You can now view images, videos, numbered and bulleted lists, and hyperlinks etc. in the announcement section.

For more information, see Create and View Announcements

Conversational Ticket Activity History 

A new tab called Discussion, is available on the Activity History section in Ticket Details to allow the analyst to quickly see the conversation between the end user and analysts.

For more information, see View Ticket Details

Beta Configuration Parameters workspace

To improve the look and feel and make it easier for Administrators to find the right parameter, a new Configuration Parameters workspace is available. Parameters are organized by group making it easier to find related parameters and update all of them at once with a single save. This workspace is in Beta so we are interested in your feedback. The existing Configuration Parameters workspace continues to be available for all Administrators.

Performance ImprovementsImprovements to the underlying infrastructure will provide faster performance for users when loading forms and updating tickets.

North Star - August 2018

Custom Attributes in existing views in the Advanced Ticket Center have undergone changes. These views will not be available after the upgrade. The following video helps you to fix the views post upgrade.   

This release contains bug fixes documented on the Published Fixes page as well the new features listed below.

UpdateDescription
Advanced Ticket Center

Advanced Ticket Center just keeps getting better. Analysts have even more ways to personalize their view of the backlog.

New in this release:

  • See a count of tickets for each View before clicking on it
  • Define a unique set of columns for each view including standard and custom ticket attributes
  • Define a specific sort column and sort order for each View
  • Utilize the Search and Scratchpad tabs directly in Advanced Ticket Center
  • Set a default View for fast access to a frequently used View. This View will be shown each time a user navigates to Advance Ticket Center.

These improvements are in addition to the other features rolled out in the June and May releases. These include:

  • Create multiple personalized Views with custom matching conditions for unlimited personalization and filtering. Save these Views for fast access to frequently used queries.
  • Copy Views to speed creation of new Views
  • Improved performance when loading and searching for tickets.
  • Ability to add custom fields to the ticket grid; enabling users to view the information without opening the tickets
  • Adhoc or temporary filters to further slice and dice data in a View.
  • Additional adhoc filter options such as Related Projects.
  • Search using custom attributes


Note:

Custom Attributes in existing Views will not be shown in those Views after the upgrade. Edit the Views after the upgrade to add Custom Attributes to the Views. Notification will appear in Advanced Ticket Center providing details of this change after the upgrade. Or watch this video to quickly understand how to fix Advanced Ticket Center Views after the upgrade.

For more information see Advanced Ticket Center

Auditing on Custom Fields in Ticket

Tracking field changes on Tickets has been enhanced to now include Custom Attributes.

To perform auditing on Custom Attributes on all tickets, navigate to Manage > Administration > Tools > Configuration Parameters and select ENABLE_TICKET_FIELD_AUDITING. This parameter is disabled by default and allows an organization to track not only changes to Custom Attributes but also standard ticket attributes.

For more information see Enable Auditing on Tickets

Adding worklog from Activity History

Intelligent Service Management (ISM) now supports adding Worklogs directly from the Activity History section of a ticket. This new feature improves the Analysts’ efficiency by reducing scrolling and jumping between sections.

Analysts can navigate directly to the Activity History section of the ticket and click Add Worklog.

Popup for Outstanding Items

To reduce the time taken for tickets to be approved, ISM now prompts Administrators or Analysts after login that they have an outstanding approval. Administrators or Analysts can choose to navigate directly to Outstanding Items workspace.

To allow prompting the approval of outstanding items, navigate to Manage > Administration > Tools > Configuration Parameters and click ALLOW_POPUP_FOR_OUTSTANDING_APPROVAL_ITEMS.

For more information see System Parameters

Round robin auto assignment of Tickets

To eliminate unassigned tickets lying idle in a group’s queue and reduce the need for an Analyst or Manager to manually assign the tickets, round-robin assignment of tickets feature is added.

At a configurable interval, the system evaluates the unassigned tickets in a group’s queue and assigns them in a round-robin manner. The order is stored and will be picked up where it is left, during the next run.

For example, if there are 3 users in a group and 4 unassigned tickets, then the Assignment job will run and assign ticket 1 to user A, ticket 2 to user B, ticket 3 to user C and ticket 4 to user A. During the next run, the first ticket will be assigned to user B.

To enable round robin assignment of tickets, navigate to Manage > Tools > Slice Configuration > Job Triggers tab > Create New > Job and click Auto Assign Tickets (ESD).

For more information see Auto Assign Tickets

Global Search Parameter

The Global Search parameter allows the Administrator to enable or disable the Global Search feature.

To enable the global search feature, navigate to Manage > Administration > Tools > Configuration Parameters > DISABLE_GLOBAL_SEARCH and set the Parameter Value as No.

For more information see System Parameters

Service Feedback(Survey)

Earlier, when the survey feedback email was sent to customers to understand their satisfaction level for the service provided, ticket information such as the Ticket ID and Description were missing. In case the customer had several tickets, the missing information confused the customer regarding the context for which the feedback was sought.

Based on the customer feedback, ticket details such as the Ticket ID and Description are available in the survey feedback email and the survey by default. This improves survey response rates by clearly showing the ticket details for the survey the user is responding to. Communication Templates also support Ticket ID and Description tokens.

View these changes on surveys by navigating to Workspaces > Outstanding Items > Feedback.

For more information on creating and managing Surveys see Create, Schedule, and Manage Service Feedback

Maintenance - July 2018

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

Maintenance - June 2018

This release contains bug fixes documented on the Published Fixes page as well the new features called out below.

UpdateDescription
Flexible management of your ticket backlog with Views in Advanced Ticket Center

Advanced Ticket Center now allows analysts and managers to create their own set of custom Views. A View is defined by matching criteria to identify what tickets should be shown in the tickets grid and a set of displayed columns including custom attributes. This will greatly improve the ability for analysts to quickly find the tickets they are looking for.

Key features in Advanced Ticket Center include:

  • Create multiple personalized Views with custom matching conditions for unlimited personalization and filtering. Save these Views for fast access to frequently used queries.
  • Copy Views to speed creation of new Views
  • Improved performance when loading and searching for tickets.
  • The ability to add custom fields to the ticket grid; enabling users to view the information without opening the tickets
  • Adhoc or temporary filters to further slice and dice data in a View.
  • Additional adhoc filter options such as Related Projects.
  • Search tickets by custom attributes

For more information, see Advanced Ticket Center.

Midas - May 2018

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


UpdateDescription
Redesigned SLA Engine

We redesigned the SLA engine from the ground up to improve performance and reliability. Because the changes are significant, Serviceaide will migrate customers in a phased approach. Administrators will receive a specific notification for their environment's (slice) migration date and time. The migration will take place after the Midas upgrade starting in late May through June. Other improvements are available immediately in Midas to ensure customers configure SLA's, OLA's and Underpinning Contracts properly. For specifics on the changes in the Midas release for Service Targets please review Service Level Management Changes in the Midas Release (May 2018)

For an overview of managing SLA's please review this article - Manage Service Level Agreements

Delete User

The European Union has a new set of privacy regulations known as General Data Protection Regulation (GDPR). This regulation requires that organizations whom collect and process personal information follow rules for ensuring security and allowing users to request that their data is deleted. Serviceaide has added several features to make it easier for customers around the globe to follow these rules.

Administrators can now delete users from the system completely. This will delete the user's profile completely and remove any association with other objects in the system such as tickets. The tickets will still exist but instead be associated to a deleted user. For more information on Deleting users view this article.

Please note that Intelligent Service Management is not designed or intended to store personal information such as social security numbers tax payer IDs or health care data. Please do not store this information in the system.

Delete Configuration Item (CI)Administrators can also delete Configuration Items to ensure that IP addresses or other information are completed removed from the system. View more information here on Creating and Managing Configuration Items.
New Configuration Parameter to restrict Status changes

With changes in the Lantern release (February 2018), administrators have the ability to add custom status values and make tickets read only when in certain states. We heard from customers that they wanted to disable updates that would impact a further status change when an update was made on a ticket via email or a worklog update. This new configuration parameter provides that flexibility.

DISABLE_TICKET_UPDATES_EMAIL_REPLY

For more information on creating your own custom status values see Manage Value Lists.

For more information on this configuration parameter see Configuration Parameters.

Advanced Ticket Center

This new workspace was released in Beta in November 2017 for all customers in Staging and a few customers in Production. It is now being rolled out to all existing customers in Production.

Advanced Ticket Center allows analysts and managers to more easily filter and manage their queue:

  • Improved performance when loading and searching for tickets
  • New fields available in the filter including Projects
  • The ability to add custom fields to the ticket grid; enabling the users to view the information without opening the tickets
  • The ability to search tickets by custom attributes for specific results

Notes:

  • You can search tickets by custom attributes. For example, custom_attributes.name:"Module" AND custom_attributes.value:"mod_proxy_fcgi".
  • The maximum number of custom attributes which can be added to the grid is five. 
  • Sorting does not work for the Project column and custom attributes.

For more information, see Advanced Ticket Center.

Look for even more improvements coming to Advanced Ticket Center in June 2018 release.

Maintenance - April 2018

This release contains bug fixes documented on the Published Fixes page as well new triggers and actions for the Zapier integration.

UpdateDescription
Improved Integration with Zapier

To further enable automation to and from Serviceaide Intelligent Service Management, we have added several new actions in Zapier. An Action is a event that can be called in Serviceaide from Zapier. For example, an Incident in Pager Duty may trigger a workflow in your Zapier account that creates a Problem Ticket in Serviceaide. 

New Actions available with this release

  • Create Problem Ticket
  • Create Change Request Ticket
  • Create Service Request Ticket
  • Create Organization
  • Add Worklog (Any Ticket)

For more detail on how to use the integration and connect it to your apps, please review the Zapier Integration documentation here.

Maintenance - March 2018

This release contains bug fixes documented on the Published Fixes page as well as the integration with Zapier.

UpdateDescription
Integration to Zapier 

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.

Lantern - February 2018

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

New Features and Updates

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

UpdateDescription
New Ticket Status Values

Ticket Status is no longer a static field. Administrators can now add new ticket statuses to meet their unique workflow needs. New ticket statuses are reflected in Ticket Details, SLA Targets, and Process Workflows.

  • You can use the custom status in Process Flows, Workflow actions, and Autoroutes to create your process lifecycle for tickets.
  • You can use the custom status in Service Level Targets to pause calculation for the tickets.
  • The custom status can be used to disable editing tickets using the Configuration Parameter (Ticket_Type>_DISABLE_USER_EDITING_TICKET_STATUS).

Note: 

  • Custom ticket status values do not support non-English characters.
  • The following values are supported in English: 

           - Letters from A to Z

           - Uppercase and lowercase letters

           - Numbers from 0 to 9

To understand the process to add or modify values for specific fields in the Ticket Details workspace, see Manage Value Lists.

Advanced Search for Relating Tickets

Advanced Search option is enabled in the Ticket Details workspace to relate a ticket.

The Search option to relate tickets to an existing ticket is enhanced, wherein the users can use the advanced search option to search the list of tickets. By default, the Use Advanced Search check box is selected in the Search Tickets window. The user also has the flexibility to disable the option to use the basic search as well.

For more information, see Manage Ticket Relationships

Maintenance - January 2018

New Features and Updates

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

UpdateDescription
Manage SessionsRemoved the Web-service and SSU user options from the Filter Selection window in the Manage Sessions workspace. The goal of this workspace is to manage sessions specifically for Concurrent and Named licensed users.
Removed CCTI dependency Removed CCTI dependency while creating CI from a ticket.
Optimized the query performance in My TicketsThe query performance in My Tickets for the Self-service User is optimized for organization based conditions.

Maintenance - December 2017

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

New Features and Updates

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

UpdateDescription
Skype for Business (Online) Integration

With the Skype for Business (Online) integration, the analysts can easily initiate a conversation with the customers directly from the CSM application. This feature facilitates:

  • Instant Messaging (IM), voice, and video calls to initiate a quick chat between the support agent and the requester.
  • Minimizing the ticket resolution time.
  • Adding the 'requested for' to a conversation along with the 'requestor' and vice-versa.
  • Saving conversations for the records and keeping track of the progress.

For more information, see Skype for Business (Online) Integration and Using Skype for Business (Online).

Option to switch off responsive layout

The users have the flexibility to enable or disable responsive layout for Ticket Details.

Using the configuration parameter "CSM_TICKET_RESPONSIVE_MODE", you can set the Parameter Value to 'No' to disable responsive layout in the Ticket Center.

For more information, see Service Desk Parameters.

Dynamic custom attributes to Tickets

As an end user, you have the ability to:

  • Add multiple CIs to a ticket, before saving the ticket. You can view the custom attributes linked to the CCTI from the Related Assets/CIs section.
  • Update the CI status and Organization using the Bulk Action menu, in the Related Assets/CIs section.
  • View the Related CI’s custom attribute information during Approval, using the Outstanding Item workspace.

For more information, see Manage Ticket Relationships

Easy download options for the mobile app 

 To make it easier for the iOS and Android users to download the CSM mobile app, we have added the following links to the Learn menu.

Key - November 2017

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

New Features and Updates

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

UpdateDescription
Responsive layout in Ticket Details

We have enhanced the Ticket Detail page with a responsive layout that changes according to the user’s screen size and orientation. This allows users to see more columns of fields based on the screen width to provide:

  • Easy navigation
  • Minimum scrolling and resizing
  • Optimum viewing experience

For more information, see View Ticket Details

Custom fields on Approvals in Outsanding Items

The Approvals and Review section of the Outstanding Items page is enhanced with the custom attributes section of the ticket that contains additional information.

For more information, see Approve or Reject a Change Request

Approval group enhancement 

The Administrator can add an approval group that consists of a certain number of users. The Group is linked to the Approval Group and the Group members are not added to the Approved Group until an approval is triggered. 

For more information, see Approve or Reject a Change Request

Upgraded Advanced Reporting 

Advanced reporting component (Jaspersoft 6.2.0) is upgraded to Jaspersoft 6.3.2.

The features include:

  • Dashboard and dashlet exporting
  • Text and image dashlets now support hyperlinks
  • New time and date wildcards for dashlets
  • Auto−complete for parameters and time and date wildcards
  • Various bug fixes

For more information, see Advanced Reporting

Relating project and task to the ticket 

Analysts can now relate a ticket to a new project/existing project and project center task, before the ticket is saved. 

For more information, see Manage Ticket Relationships

Enhanced 'Create Ticket' special function

As an Analyst, while using the conversion of ticket type from a Service Request to an Incident ticket or any other ticket type, the Impact, Urgency, Source, and Priority fields can now be copied from the parent ticket. These fields can be copied only if the codes specified in the Value Lists, are the same. If the codes doesn’t match, the default value specified for the ticket in Configuration Parameter (MANAGE>Tools>configuration Parameter) is considered. For more information, see Ticket Handling and Related Concepts

In the Assigned to Group window, the group list is loaded prior to the Search option reducing the chances of buffering.

Advanced Ticket Center 

A new workspace called Advanced Ticket Center is available in Beta for selected customers.

This new workspace is introduced to include several new usability improvements including:

  • Improved performance when loading and searching for tickets
  • New fields available in the filter including Projects
  • The ability to add custom fields to the ticket grid; enabling the users to view the information without opening the tickets
  • The ability to search tickets by custom attributes for specific results

Notes:

  • You can search tickets by custom attributes. For example, custom_attributes.name:"Module" AND custom_attributes.value:"mod_proxy_fcgi".
  • The maximum number of custom attributes which can be added to the grid is five. 
  • Sorting does not work for the Project column and custom attributes.

For more information, see Advanced Ticket Center.

Adding local images and files to the knowledge article 

In an effort to make it more convenient for the users, we have enhanced the feature to insert files and images to the knowledge article. Locally saved files and images can now be added to the knowledge articles along with the external image links.

For more information, see Create and Manage Knowledge Base Articles

Upgraded discovered sources for Asset

 We now support MYSQL for identifying the source or origin of discovery data imported using the ServiceAide Asset Converter.

Note:

  • For the Subtype 10, the default port is 1433 to connect to MSSQL server.
  • For the Subtype 12, the default port is 3306 to connect to MySQL server.

Jasmine - August 2017

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

New Features and Updates

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

UpdateDescription
Drag and drop feature

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.

HTML support for KB article

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

ServiceAide-Salesforce integration for displaying CSM tickets in Salesforce account page

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

Support external mail servers

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.

Search for archived tickets in service center

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

License and session management

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

UI Theme

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.

Ivory - June 2017

The following video shows the key features and enhancements of the Ivory release:

Please see the community for notifications on the maintenance window and any disruption to service, all planned maintenance windows are documented on the Maintenance Calendar.


Note

After the upgrade, you do not need to reconfigure Active Directory (ADSync) and Single Sign On certificates as there are no changes in this release.

New Features and Updates

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

UpdateDescription
Bomgar Remote Support Integration

Analysts and end users can launch a Bomgar Remote Support session from a ticket in Cloud Service Management. This allows interaction through secure chat and screen sharing between analysts and end users.

This integration helps reduce time to resolution and improve customer satisfaction.

Integration Points:

  • From a ticket in Cloud Service Management an analyst can trigger an email to the requester and launch a Bomgar Remote Support chat session. The requester will receive an email with a link to download the Bomgar Remote Support client and begin the secure session with the analyst.

  • Self-service users can initiate a chat session with the Service Desk team directly from a ticket in self-service. They will be added to the chat queue and any available analyst can take the request and begin the chat and screen sharing session.

  • Upon completion of the remote support session, a full log of the chat interaction and video recording (.mp4 file) of the screen sharing session are linked to the activity history of the ticket.

For more information on this integration and how to configure it, please see Bomgar Remote Support


View Closed Tickets in Ticket Center

Analysts can now filter and view tickets with a Closed status within Ticket Center. This is a configurable setting that is turned off by default. Administrators can set how many days after a ticket's closed date it will appear in Ticket Center. To adjust this setting go to MANAGE>TOOLS>Configuration Parameters.

Configuration Parameter: DAYS_TO_SHOW_CLOSED_TICKETS_IN_TICKET_CENTER

ID: 1009

Parameter Category: Service Desk

Defaults to 0 (days) meaning no closed tickets will be shown.

When set to a value of 1-60 (days), a Closed status will show up in the Ticket Status Filter allowing analysts to view and filter on tickets based on the number of days after closed date.

A max value of 60 means closed tickets can be shown for a maximum of 60 days after closed date.

For more information on Service Desk or Ticket related configuration parameters, see Service Desk Parameters.

Note: This was a top requested idea on the community. Please continue submitting your ideas and voting.

Analyst Mobile App updatesMultiple releases of the analyst mobile app were recently published to the app stores. Please see the Intelligent Service Management Mobile App article for the latest updates and check back frequently.
Improved Service Feedback form

When a user clicks on a Service Feedback (Survey) URL in a notification from Cloud Service Management, they are now taken to a dedicated workspace for responding to that survey. This gives the user a much better experience allowing them to quickly fill out and submit the survey.

Previously the user was taken to the Outstanding Items workspace where Approvals were shown at the top and required the user to scroll to find the Service Feedback section.

For more information on Service Feedbacks see Create, Schedule, and Manage Service Feedback.

Hide Service Level information from self-service users in Service Center

Some organizations use SLA's to manage internal processes but do not want to expose that information to self-service users. A new configuration parameter supports that use case by hiding all Service Level information from the Service Center workspace including on the list or grid as well as the export feature on the My Tickets tab.

This feature is off by default meaning that Self-Service Users can view SLA information from Ticket Center. To adjust this setting go to MANAGE>TOOLS>Configuration Parameters.

Configuration Parameter DISABLE_SLA_INFO_FOR_SSU

ID: 1006

Parameter Category: Self-Service

Defaults to a value of "No" meaning SLA information is available to Self-Service Users in Service Center

When the value is set to "Yes", SLA information is hidden from Self-Service Users in Service Center

For more information on Self-Service related Configuration Parameters, see Self-Service Parameters.

Note: This parameter was added in a patch release before the formal Ivory release.

Assigned Group Improvements

Changes were made to how the Group is shown in the updates in the Activity history based on the user who made the update. The changes were made based on customer input on specific cases of when the user making the update either had no primary group or was not a member of the current assigned group on the ticket.

Disable Automation Center workspace and Automation functionality

Customers that do not use Automation Center can remove it from Navigation within Cloud Service Management. This removes any confusion or distraction for analysts and administrators.

To adjust this setting go to MANAGE>TOOLS>Configuration Parameters.

Configuration Parameter: DISABLE_AUTOMATION

ID: 1008

Parameter Category: System

Controls the availability of the Automation Center workspace and Automation functionality in Cloud Service Management. If this parameter value is "Yes" the Automation functionality is disabled and if the value is "No" then the Automation functionality is available. This will hide the Automation Center workspace as well as Automation functionality from Process Designer.

Defaults to "No" for existing customer slices meaning the Automation Center workspace is available

Defaults to "Yes" for new customer slices meaning the Automation Center workspace is not available

For more information on System Related Configuration Parameters, see System Parameters.

Horseshoe - March 2017

This release focuses on the move to the new ServiceAide data center. Enhancements were made to the architecture to improve performance, high availability and scalability.

Goldfish - January 2017

The following video shows the key features and enhancements of the Goldfish release:

After the upgrade, you do not need to reconfigure Active Directory (ADSync) and Single Sign On certificates as there are no changes in this release.

New Features and Updates

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

UpdateDescription
Service Level Information for Self-Service UsersA new parameter is added to restrict or view the SLA information for SSUs and to export to a report. For more information, see Self-Service Parameters.

Enhanced Global Search Available to All Customers in All Languages

The new Global Search that is based on Elastic Search is now available to English and non-English users. This search improves the performance of queries and the quality of results. Localization values are supported in global search for their searches against Tickets, Users, KB Articles, Configuration Items, and Service Catalog. This feature is marked in Beta to provide customers the opportunity to select if they want to use the new Global Search or the legacy search. For More information about supported attributes, see Global Search.

Archive Closed Ticket Data

The data that is related to tickets that are closed is archived to improve the performance of application. The tickets that are closed and have an closed date great than 13 months are moved out of the transactional ticket tables and into archived tables. The archived tickets are available in the application and can be found by using the new Global Search. Archived tickets are read only and can have no action taken on them other than “Copy to New”. Archived tickets continue to be linked to related objects like active tickets, attachments, users, CIs and more. You can also create reports in the Advanced Reporting using the Custom Cloud SM2 (Archived) domain.

The Custom Cloud SM2 (Archived) domain is available only to the customers who have archived ticket data and requested that this new domain be created for them through the ServiceAide technical support team.

This feature will not be turned on with the Goldfish production rollout. Separate notifications will be sent after the Goldfish release.

For more information, see Archive Closed Ticket Data.

Enhancement to Attachments

As an analyst, you can perform the following action on attachments:

  • Receive notifications when an attachment is added to the ticket by unassigned or end users. For more information, see Manage Ticket Relationships.
  • Track actions on attachments through activity log. Whenever an attachment is added to a ticket, an attachment icon is displayed in the ticket center in both list and detailed view.
  • Add attachments to a ticket when it is locked, resolved, or closed state.

Analyst Scratchpad Improvements

The following enhancements are implemented for the Scratchpad available for analysts:

  • Select and attach a CCTI to a ticket through scratchpad. By selecting a CCTI, the catalog item is replaced on the ticket. For more information, see Log a Ticket.
  • Catalog item search is no more dependent on ticket type.
  • CCTI search will restrict based on the selected ticket type.

Support for Multiple Domains in Advanced Reporting

Advanced Reporting now supports the ability to have more than the two out of the box domains. This allows organizations that have more complex reporting needs to create separate domains for different groups or types of data. Contact support to create new domains. For more information, see Advanced Reporting.
Additionally, a guardrail has been added to Advanced Reporting domains to ensure consistent performance on your reports. A warning message is displayed once you reach 50 tables in a domain specifying that the limit of 75 tables is nearing. For more information, see Product Usage Limitations.

Service Level Information Ticket Summary

As an analyst, you can view the SLA service level information in the ticket summary section. Before this change, when an SLA is breached the status is not displayed. Now the status is displayed as Breached SLA. For more information about creating and managing SLA, see Manage Service Level Agreements.

Create Contact from a Ticket

As an analyst, you can create a contact directly from a ticket. You must have Contact Profile Editor role to perform this task. For more information, see Log a Ticket.

Administration Enhancements

  • The DISABLE_SCRATCHPAD configuration parameter is added to enable or disable the scratchpad on a slice. For more information, see System Parameters.
  • The ENABLE_TICKET_FIELD_AUDITING configuration parameter is added to enable or disable the ticket auditing field on a ticket. This parameter now also includes auditing the Details attribute on tickets. For more information, see Service Desk Parameters
  • The MAX_ATTACHEMENT_SIZE_LIMIT_THROUGH_COMMUNICATION configuration parameter is added to limit the total size of attachments on a ticket. For more information, see Service Desk Parameters.
  • The MAX_ATTACHEMENT_LIMIT_THROUGH_COMMUNICATION configuration parameter is added to limit the number of attachments allowed on a ticket. For more information, see Service Desk Parameters.
  • The DISABLE_SLA_INFO_FOR_SSU configuration parameter is added to allow or restrict SLA information to be available for Self-Service Users for view. For more information, see Self-Service Parameters.
  • The attribute Slice Sub Domain is added to specify a sub domain name that you want to configure as URL in the Slice Configuration workspace. This attribute is used when moved to the public cloud in a future release. For more information, see Slice Configuration.

With the Goldfish release, the on-premise Automation components including the Point of Premise Server (POP) have been removed. On-premise automation from Automation Center is no longer supported. Cloud based automation through Automation Center continues to be supported as well as integrations through Outbound Web Services and the inbound Web Services API.