UI Improvements
- The values of the bar and line graphs are made static on the Dashboard and Reports page.
- Support for customizing the static pages is added. For example: Login page, Password Reset page, and Error page.
- Support for blocking specific file types as attachment is added.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Request Management Improvements
- Support for placeholders like Merged Date, Resolved Date, Closed Date, and Diagnosis is added for requests in the Event Notifications.
- Support for placeholders like Requester Name, Created By Name, Service Name, Service Category, and Service Cost is added for Subject while creating a service request.
- Custom prefix can be added for Incident Request categories, its sub-categories, and the service catalog categories.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Asset Management Improvements
- The Used By column on the Hardware Assets list page is now editable.
- Support for thin clients like HP T420, Dell Wyse Sx10, and Dell Wyse Sx50 is added for agentless discovery.
- Custom prefix can be added for the hardware, software, and non-IT assets.
- The shared folder details can be fetched for Windows asset in agent less and agent based discovery.
- Support for printing details like Manufacturer, Serial Number, and Model Number in the Barcode and QR Code is added.
- RDP agent for macOS is now available.
- Support for AWS and Azure cloud discovery is added.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Contract Management Improvements
Expiry Reminder Emails
Support for additional fields like Expiry Reminder Emails, Notify Before Day(s), Expiry Reminder Status, and Expiry Reminder Technician, is added in the CSV file used while importing the Contract.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Patch Management Improvements
- Support for Windows 11 patch management is added.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Report Improvements
- Query type of reports can be created for all the modules from the Reports menu. This supports PostgreSQL select queries and will be helpful to retrieve data from more than one database tables.
- Missing Patch Details can be fetched in the patch reports.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Workflow Improvements
- Support for Agent Last Sync Date condition is added in the Asset Workflow.
- A predefined email template can be selected when triggering a Send an Email or a similar action in a workflow.
- Support for Task Due In condition and Send an Email to Task Owner’s Manager action is added in the Task Workflow.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Email Notification Improvements
- Multiple email reminders for events like When Asset Warranty is About to Expire, can be scheduled using the Notification Schedule option provided.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Users Improvements
- The SSO users can be imported into the ServiceOps. Currently, this feature is applicable for Azure AD, OKTA, OneLogin, and Key Cloak service providers.
- Technicians with Global Restricted scope can view all the tickets but perform operation only on those that are assigned to them.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Support Channel Improvements
- Virtual Agent Integration with Telegram application is added.
- Support for WhatsApp and Telegram integration with ServiceOps is added.
- Outgoing Email Servers can be created with/without authentication.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
User Survey Improvements
- A one-time survey can be scheduled using the Schedule Type option 'Once'.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Other Improvements
- The Location and Department hierarchies are available below the respective fields in the ticket's Details Page.
- Support for adding department hierarchy upto 5 levels is added.
- Values of custom fields (Dropdown list, Radio and Checkbox) can be added via importing the CSV file. This is applicable in all the modules.
- ServiceOps now supports IPv6 throughout the system.
- The option of asking an approval from the Assignee's manager is available for Request, Problem, Change, and Release modules.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
