Release Notes

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

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.

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.

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.

The following improvements are part of this release:

• Vulnerability issues identified in VAPT testing are now fixed.

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.

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)

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.

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.

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.

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

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 .

• 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.

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.

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 .

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

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.

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.

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.

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 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-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

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

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

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

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

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

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.

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

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.

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  

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.  

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

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

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

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 tickets, Service 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.

• CHG_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS under Change Management Parameters
• INC_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS under Incident Management Parameters
• PRB_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS under Problem Management Parameters
• TSK_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS under Task Management Parameters
• SRQ_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS under Request Management Parameters

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 Followers, Service Desk Parameters

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.

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.

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.

 ‘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

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

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

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

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 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

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

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.

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

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

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

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

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

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

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

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

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.

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

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.

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

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

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

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

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

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.

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.

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.

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

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.

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.

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.

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.

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.

Enhanced Global Search Available to All Customers in All Languages

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

Service Level Information Ticket Summary

Create Contact from 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.