Asset Management
– Added manual and auto-refresh support for the Relationship tab in Asset and CI pages, with configurable intervals for improved data visibility and operational efficiency.
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
- Users can now perform patch management for the following third-party applications:VLC Media PlayerZoomGit for WindowsPuTTYPeaZipThunderbirdOBS StudioOvenVPNSlackBrave BrowserChocolatey GUITightVNC
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
- Administrators can now enable or disable templates for Request, Problem, Change, and Release modules.
- ServiceOps introduces a suite of out-of-the-box (OOB) configurations aimed at simplifying setup and accelerating adoption for new installations. These include:Updated OOB Change and Release Types: Streamlined classifications with simplified defaults for new installations.Predefined Templates: Ready-to-use templates provided for Request, Problem, Change, and Release to support faster onboarding.Technician Groups: Default groups included to speed up team setup (no technicians pre-assigned).Change and Release Models: Standard models are provided to support consistent handling of similar cases (fresh installs only).Problem Management SLA: The Default SLA configuration is available to enable immediate tracking of service performance.Approval Workflows: Built-in workflows for Change and Release to operationalize governance from day one.Core Module Workflows: Pre-configured workflows for Request, Problem, Change, and Release ensure standardized ticket progressions.Patch Deployment Policies: OOB policies for managing patch rollouts across environments.
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
- Users can perform patch management for Mint OS v21 and v22, as well as their respective sub-versions.
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.
API Integration
- The Request and Change V1 APIs now include support for Resolution Time in both modules and Response Time (available only for Request), enabling better visibility into SLA metrics through API access.
Supported Methods:
- GET /request
- GET /change
- POST /request/search
- POST /change/search
- GET /request/byLogonName or byEmail
- GET /change/byLogonName or byEmail
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
- Matrix Report exports now support displaying more than 100 values per column.
- Users can now add custom headers and footers to 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.
Miscellaneous
- ServiceOps now supports PostgreSQL v17.5 for both fresh installations and upgrades across supported environments.
- Enhanced the Update Patch Database UI by relocating the third-party applications list for improved layout.
- Added field-level change tracking in the audit trail, capturing previous and updated values for key ticket fields across Audit Trail and Operational Audit views.
- Administrators can now upload branded help icons for both Technician and Support Portals, supporting PNG, JPG, JPEG, and GIF formats.
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.
