Release Notes

WebHook

Administrators

Enhancement to Webhook to trigger on auto-close tickets

ISM-13627

Outbound Webservice Operation

Administrators

Enhanced Outbound webservice operation inbound mapping to handle similar matching attributes

ISM-13606

ADSync

Administrators

Enhancement to ADSync to handle custom configuration to handle Inactive and Disable login for a user. 

Refer to Configure the ADSync Utility

ISM-13623

WebHook

Administrators

Ability to add attachments to Freshservice using Webhook capability 

ISM-13390

Ticket Management

Administrators

Ability to use all user's attribute to use in matching condition using Java script in set fields

ISM-13447

Ticket center

All 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 form

All Users

CES Tracking in survey feedback form. 7 Options can be presented for Questions. For more info click here

ISM-13311

Process Flows

Administrator

Ability to view the complete information in Entry criteria and assignment criteria under process flow. Click here to know more.

ISM-13310

Asset Discovery configuration Removal for Native Discovery

As 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 ISM

With this release, attachments can be previewed in Tickets.

Advanced Matching Expression Script option for Workflow actions under Process flow

Administrators 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 Luma

Admins 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 Items

Additional 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 user

All 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 Flow

In 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 action

We 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 email

We 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

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"

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

Customize Bot icon

Customize 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 rule

Administrators 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 Flow

Administrators 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.

Restricted actions on Closed tickets

Adding 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.

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)

Process Workflows

Set 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 Administrators

New 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 themes

Updated 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.

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 Action

ISM 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.

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.

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