Request Management
- The audit entry for the Request Delete operation from Archived Requests is now available on the Operation Audit tab of Admin > Organization > Security page.
- The following fields are added to the Request Preference tab of Admin > Organization > System Preference page:Consider Request Received Email as first response: Enable if you want to consider the acknowledgement email that the System sends on receiving a request as the first response. By default, it is disabled.Merge Request Status: Select the status for the secondary requests when merged. By default, the Closed status is set.Support Level Preference: Select the default support level for all the new request tickets. Note, after upgrading ServiceOps to v8.3.6 and above, the default value for the existing Requests will be Tier 1.
- The Requesters can now view the Request closure date by selecting the “Closed Date” column on the Request list page of the Support Portal.
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
- The Technician Group user with Global Restricted Scope can now perform operations on the tickets when assigned to that group.
- The Technicians/Requesters can now be converted to Requesters/Technicians using bulk operation.
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
- A new Diagnosis is added Trigger Event is added to the Request Workflow.
- A new Resolution Escalation Level condition is added to the Request, Problem, Change, and Release Workflows.
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.
Purchase Management
- The Purchase Order can now be attached while ordering the PO and notifying the Vendor.
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.
Task Management
- Support for allowing the users to reopen the closed task 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.
Miscellaneous
- A maximum of 150 characters are now allowed in the Category Name field. It applies to Request, Problem, Change, Release, and Asset 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.
