Request Management
- The Transition Model field can now be made mandatory by enabling the newly added Required option in the Request, Problem, Change, and Release Forms.
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
- The maximum number of stages that can be added to the Approval Workflow is increased from 5 to 10.
- A new action, Send an approval reminder to E-mail is added to the Workflow. It is available for Request, Problem, Change, Release, and Asset modules.
- The following placeholders are added to the Run Webhook Action:Escalation LevelOLA Escalation LevelTechnician’s ManagerTicket DurationStatus Duration
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.
Reports
- A new Work Log Details column is added to the Task Summary Report.
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.
Branding and Support Portal
- The following four parameters are added to the Branding Details page:Greeting Message: You can configure the greeting message for the Support Portal. By default, it displays “Welcome to Support Portal”.Linkback URL: Enter the URL that will open by clicking the Brand logo in the Support and Technician Portal. For example, if you want the Request page to open on clicking the logo, enter its URL here.Support Portal Banner Image: You can change the banner of the Support Portal by selecting the desired image and uploading it.Product Setup Guide Image: You can change the default “Product Setup Guide” image by selecting the desired one and uploading it. The image should be in portrait format for better resolution.
- The Captcha can now be enabled for the below pages:Login PageRequester Self Registration PageForgot Password Page
- Support for uploading a Chat Favicon is added to the Chat page. Once uploaded, it will appear on the left-hand side of the Chat window.
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.
