UI Improvements
- The user interface of the Support Portal is enhanced.
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.
Dashboard Improvements
- The following improvements are made in the Dashboard:Support for creating and cloning a dashboard is added. This can be done using the More Options icon (3 dots) on the Dashboard page.The OOB Dashboards can be enabled or disabled but not edited or deleted.Only custom Dashboards can be deleted.The Customize button is available only for custom dashboards the logged-in user creates.The screen can be downloaded in PNG and PDF format.The Dashboard can be exported and shared as PDF via Email.
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
- The following tabs can be disabled using the Request Form Rule when the Rule Execution On is set as On Edit and the Rule Event is set as On Form Load:Work TabTask TabApproval TabRelation TabWork Log TabNotification TabRequest Information TabIntegration Tab
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.
Change Management Improvements
- The following tabs can be disabled using the Change Form Rule when the Rule Execution On is set as On Edit and the Rule Event is set as On Form Load:Planning TabCollaboration TabTask TabApproval TabRelation TabWork Log TabNotification Tab
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 Channels Improvements
- Support for uploading the Chat Bot logo has been added.
- A new section, On reply received from requester for closed request, is added to the Admin > Support Channels > Email > Email Preference tab. This enables reopening or creating a request based on the selected option. The options are:Add reply to requestReopen request and add reply to requestCreate new request
- Support for the OAuth protocol to authenticate the Outgoing and Incoming Email Servers is added.
- An option Notify CC User is added in the email notification “Notify technician when Requester Replies to Request”. This enables to notify the CC users along with the technicians.
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 following improvements are made in the Asset Unique Identifier for SSH and WMI parameters of Admin > Organization > System Preference > Asset Preference tab:The option Serial Number is renamed to Motherboard – Serial Number.A new option Hardware Properties – Serial Number, is added.
- Multiple Non-IT Assets can be selected while adding a Relationship to Hardware Asset.
- The following fields are added to the Column Selection: For Hardware Assets:Audit DateSerial NumberWarranty Expiration DateFor Non-IT Assets:Audit DateSerial NumberWarranty Expiration Date
- The following fields are added to the Search filter for Hardware Assets:Audit DateWarranty Expiration Date
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
- Support for notification schedule in the Notify when Contract is about to Expire before days email notification is added. You can set the number of days and intervals within which the notification email should be sent to the user. Also, the field Notify Interval (Days) is added to the Expiry Reminder tab of the Contract Details page.
- The Asset(s) tab on the Contract Details page is renamed to Relations. It displays the relations of the Contract with the Requests, Assets, and Purchase orders.
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.
MSP Improvements
- The auto assignment of tickets among the technicians will occur based on the requester's company.
- Support for restricting the technicians from accessing data based on the selected company is added.
- Support for customizing the settings for each Support Portal is added.
- The Support Portal condition can be selected while creating a Request Form Rule or Service Catalog Form Rule.
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.
SSO Improvements
- The user interface of the SSO Configuration page is enhanced to support the multiple SSO functionality. This is achieved using the following three tabs:Identity Providers: You can add and manage multiple identity providers.User Imports: You can import the users using different services like OKTA, Azure AD, etc. Also, you can view the import history or create a schedule for retrieving the imported users.SSO Preference: You can set the preference for SSO users.
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
- Support for blocking and unblocking multiple users (technicians and requesters) in one go is added.
- Support for resetting the Email Address and/or Logon Name of the archived technicians and requesters 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.
My Approvals Management Improvements
- The following improvements are made on the Approval List page:The column Requester is renamed to Requested ByAdded Name and DescriptionSupport for exporting the approvals list is added.Support for refreshing the approvals list with the latest approvals is added.Support for sorting the columns like Name, Status, Type, Requested By, and Created Date 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.
Other Improvements
- Support for the Third Party Authenticator app like Google Authenticator, Microsoft Authenticator, Authy, and Duo is added for the Two-Factor authentication method.
- Support for sorting columns is added in modules like Software Licenses, Software Meter, Contracts, Patches – Computers, and Packages Computers.
- Support for the Custom Fields placeholder is added for Subject in the Service Catalog. The types of custom fields supported are Text Input, Dropdown, Datetime, Number, Radio, and Dependent.
- Support for selecting multiple currencies is added.
- Support for the following operators is added to the Date and DateTime type of fields:Exactly NextExactly LastWithin NextWithin LastBetween NextBetween Last
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.
