In the new version of the Simple Application, which includes tools for implementing the ESM (Enterprise Service Management) model, we have added the ability to localize announcements and configured their email delivery to each user based on their system language settings. We have also simplified announcement creation using templates and enhanced their informativeness by supporting attachments.
Now, users of the self-service portal can view external service specifications for the service they are requesting. Specifications and their attachments are available in the new External Specification widget.
We have also added the ability to define conditions for the automatic display of the Service Relationship widget.
Another important update is the ability to control the accuracy and completeness of service information. To achieve this, we implemented a mechanism that automatically displays service records on article forms and article records on service forms when a relationship exists between them, and hides them from each other’s forms if the relationship is broken. Additionally, the interface of the Service (sys_cmdb_ci_service) table form has been redesigned.
You can now provide users with more information about services and requests, and easily manage it by configuring annotations on request forms and request card descriptions.
New Functionality
External Specification Widget
Users of the portal now have quick access to information about the requested service from the catalog. To enable this, we added the External Specification portal widget, designed to display published external service specifications. This allows self-service portal users, when submitting a request, to review the published external specifications of the requested service (and associated attachments), as well as the specifications of the parent service, if applicable.
Read more in the article External Specification Widget →
Announcement Localization and Templates
For users speaking different languages, we have introduced the ability to create translations of a single announcement and deliver them in the language matching each registered user’s system language settings. Now, the service portal administrator and Level 1 specialists with the announcement_manager role need only create one announcement record and add translations for it.
The administrator can create a translation of the current announcement either from the announcement form or in the new Announcement Localization (announcement_localization) table.
Using the new system property announcement.language.source, the administrator can specify which of the user-selected languages (interface or notifications) should be used to display the announcement on the portal.
If the system lacks the user’s email address or a translation for the specified language, the announcement notification will be sent in the default language set when the announcement and its translations were created.
For user convenience, new announcements can now be created from templates. Announcement templates can also be localized.
When creating an announcement on the portal, users can now upload attachments that portal users can view and download. This enhancement expands your ability to inform users through announcements.
Read more in the article Announcements →
Watch the video overview of the new functionality: RUTUBE, YouTube, VK Video