Service Management

Enhanced List Pages for Analysts

Now, as a part of enhancement, the Information Panel, Filters, and Configure Columns sections on the list pages are redesigned. Additionally, the scope of the functionalities is extended for improved usability.

• Improved Information Panel
• Improved Filters - Introduced filter operators
• Improved Configure Columns - Introduced search option to search for different columns in Configure Columns pop-up page
• Option to save preferred columns for a View
• Edit and Delete option for a View
• Improved look and feel Incident List, Service Request List, Change Record List, and Problem Record List pages

End User Dashboard Search Enhancements 1

In this new version, the following enhancements are made to the End User Dashboard Search, such as:

• The keywords in the search results are in bold and highlighted.
• All tabs (All, Knowledge Base, Incident, and Request) display the count of the records.
• If there is no record for a tab, then that tab will be grayed out.

Configurable Maximum Records for Autofill Control

Now, the Administrators can set the maximum records or values that should be displayed in the Autofill control. 

View Catalog Attachment in Service Request Detail Page

Now, the Analysts can view the catalog attachment under the Catalog Attachment section on the SERVICE REQUEST DETAIL page.

Default Approver Option for Service Request

A new field, Default Approver is added on the PROPERTIES pop-up page (Admin > Basic > Infrastructure > Workflow > On the FILTERS pop-up page, select Service Catalog Management > Double-click the Approval block) of the Approval block.

Platform

Broadcast Enhancements

A new COPY BROADCAST option is available under the ACTIONS panel when you open a scheduled or completed Broadcast from the BROADCAST LIST Page.

CMDB Enhancements 1

The following CMDB enhancements are made to improve the Application:

• Bootbox Alert and Confirm dialog boxes
• UI Enhancement
• Custom Classifications or Custom Tabs on the Hardware Variance pop-up Page

Enhanced Location Search Control on Holiday Page

New functionality is implemented to improve the searchability of the Location field. Now, the following two options are added in the Location drop-down field:

1. Select All Locations  
2. Select Specific Locations

Improved PDF Content Designer Configuration

Now, on the PDF CONTENT DESIGNER page, the GENERAL DETAILS, RESOLUTION INFORMATION, VENDOR INFORMATION, CUSTOM FIELDS (GENERAL AREA), and CUSTOM FIELDS (ADDITIONAL INFORMATION) section check boxes are automatically selected when the administrator drags and drops the field under these sections while configuring the PDF CONTENT DESIGNER for a particular Tenant.

View Trimmed off Symptom, Subject, Description, and Information on Mouse Hover

Now, the Analysts can view the trimmed off Incident Symptom or Description, Service Request Subject or Description, and Change Record Description or Information in a pop-up on mouse hover. This helps the analyst to get a quick overview of the Incident, Service Request, or Change Record.

Table Related Changes

Now, the following columns of IM_ticket_information table captures the Incident Description and Solution in plain text and strip the HTML content:

• Strip Information
• Strip Solution 
  
  

View Advanced Reports and SUMMITAI Reports based on Role Template Access

Now, the Administrators can enable the Advanced Reports and SUMMITAI Reports at the role template level. If enabled, the users mapped to the role template can view Advanced Reports and SUMMITAI Reports tile on the Reports page.

Also, the users can access the Advanced Reports and SUMMITAI Reports as per the settings defined in the role template.