Workflow
- Request and Service Request workflow actions have been enhanced with cross-module capabilities for related requests, including setting values, adding notes, documenting diagnoses and solutions.
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 and CMDB Management
- Technicians can now create application discovery patterns using the new Discovery Type field, expanding discovery beyond infrastructure.
- Users can now configure form rules based on which actions can be performed on the assets.
- Users can now view the running process of the following CI types: Server Desktop Laptop and Sub-CI Types
- Users can manually delete the recorded RDP sessions from the list page and automatically via schedulers.
- Users can now add Configuration Items (CIs) specifically categorized as Application type like Nginx, PostgreSQL, and Tomcat, expanding the portal’s configuration management scope.
- A new Asset Categories sub-module is added to the Admin Asset Management module. It enables the creation, updating, deleting, and management of asset categories seamlessly.
- A new Suggested Relationship tab has been added to the CI Type, enabling the users to create automated and guided relationship mapping between specific CI types. Example: For the Desktops CI Type, users can define relevant relationships, such as Desktops Connected to Network Devices.
- Users can access active tickets (Request, Problem, Change) directly from the Asset/CI Relationships tab via a red triangle icon, streamlining issue visibility and 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.
Support Portal
- The Requesters can now view detailed information about the Assets and CIs 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.
Miscellaneous
- Technicians can now select custom Users, Requester Group, and Technician Group as approvers for actions like Set Approver, Set Technician Group, and Set Requester Group within the Incident and Service Request Approval 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.
Request Management
- The following two new parameters are added to the Admin Email Preference page: Allow Ticket Creation when an Incoming Mail Server Address is Added in CCAllow Ticket Creation when Incoming Mail Server Address is Added in BCC These enable the technicians to configure whether requests should be created when the system’s incoming email address is included in an email’s CC or BCC fields.
- Technicians can now manually request user feedback even after a ticket has been closed.
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 Management
- A new Manage Agents permission has been added to the Admin Role Permissions tab. This permission is disabled by default. When enabled, the Discovery and Agents module becomes accessible, displaying only the Agent and Credentials page for enhanced control and visibility.
- Multiple comma-separated attributes can now be mapped to the Email and Username fields for JumpCloud user imports, with sequential priority applied to manage blank values.
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 and CMDB Management
- Technicians can now configure custom fields for the Software License form via the new Software License Custom Fields sub-module in Admin Asset Management.
- Users can now perform Agent-less discovery in the tenant created using Multi-Tenant functionality.
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
- Users can now configure auto purging rules for Incoming and Outgoing Email Audit entries.
- To enhance visibility and accessibility, a Created By field has been introduced across multiple application sections.
- Users can now search for specific categories by name across the Request, Problem, Change, Release, and Asset modules and search for specific departments and locations by name on the Admin > Organization > Departments and Locations pages, respectively.
- Users can now configure the Label type of custom field in the following forms: FeedbackUser SurveyUser Custom Fields
- Users can view the audit for feedback requested automatically in the Audit Trail of the ticket and Admin > Organization > Security> Operation Audit page.
- Users can now add a Section type custom field in various modules, including Change, Release, Asset, CMDB, and Contract forms.
- The following fields are added to the Configuration and Email Audit Search field. Configuration Audit Change Summary (Contains) Email AuditSender/Recipient Subject (Contains) Message ID Change Summary (Contains)
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.
