New Functionality
User Redirection on the Portal
After registering an incident, the user is automatically redirected to the form displaying the created record on the portal.
After submitting a user question, the user will see general information about the further processing of their request.
The informational message can be customized. For details on how to do this, see the documentation.
On the forms for creating questions and incidents, when selecting “Very High” in the Urgency field, a message containing important information—such as a phone number the requester can use to contact agents to confirm details—will be displayed.
Urgency Widget
On the portal, requesters can modify the urgency level after creating incidents or service requests. To enable this, a corresponding widget has been added to the view form of open requests in all statuses except Completed and Closed.
When increasing urgency to “Very High,” the requester will see a message with important information, such as a phone number to contact agents for confirmation.
The urgency change widget can be configured. For more details on available options, see the documentation.
Automatic Archiving of Incident and Service Request Records
We have configured archiving of incident and service request records to ensure data integrity for closed requests. This enables accurate reporting and comprehensive analysis of requests.
After the number of days specified in system properties has elapsed, incidents (excluding infrastructure incidents) and service requests will transition from the Completed status to Closed. The default value is 5 days. Two new system properties have been added to allow specifying a calendar for calculating this period.
Transition to these statuses is only possible if all related tasks for the incident or service request are in Completed or Canceled status.
When the status of an incident or service request is changed, related tasks in Completed status will also transition to Closed (except those in Canceled status).
After transitioning to Closed status, for all ITSM entities and their tasks:
- The “Closed at” field is automatically populated and is read-only.
- The “Active” checkbox is cleared. Only users with the admin role can modify this value.
- (For task tables) All fields become read-only; only users with the admin role can edit values.
Upon upgrading to version 1.10, the status “Closed” will appear for the Incident Task table.
Changes in Problem Management
- Updated the status model for problems and known errors. For more details, see the documentation.
- Added new notifications and updated existing ones for problems. The full list of notifications is also available in the documentation.
- Made the Description field mandatory on problem forms and the Service field mandatory on known error forms in all statuses except Draft and Retired.
- Now, only users with the problem_manager or admin role can transition a problem to Closed status.
- A known error automatically transitions from Actual to Fixed when the associated problem is closed with the resolution code: Solved 1st/2nd level. Additionally, automatic transitions from Actual or Fixed to Retired occur when the associated problem is closed with the resolution code: Not solved (Dropped/Refused).
Change Request Notifications
Added notifications that are sent when change requests are transitioned to Completed status, informing recipients of the closure code.
Notifications will be received by: the change manager, interested parties, and individuals subscribed to track the change.
Email subjects will include the closure code so recipients can immediately see the outcome of the change.
We have also updated the closure code options:
| Previously | Now |
|---|---|
| Implemented | Implemented (no changes) |
| Partially implemented | Partially implemented (no changes) |
| Backout | Not implemented (Rollback) |
| * Not implemented * Cancel |
Not implemented (Canceled) |
Incident and Service Request Tasks
Added notification rules for the Incident Task and Request Task tables:
- When a user is assigned to a task, they receive a corresponding notification.
- When a group is assigned to a task, all group members receive a corresponding notification.
- When both a group and a user are assigned to a task, only the user receives the notification.
- When a task is closed, a notification is sent to the agent assigned to the associated incident or service request.
Improvements
The Activity Feed widget with the Work Notes field is now displayed on forms for all ITSM entities and their tasks.
- The Discussion field appears in the feed only on forms for incidents (excluding infrastructure incidents) and service requests.
ITSM_agent cannot leave comments in Work Notes when the entity is in Closed status.
To facilitate collaborative work among agents on tasks, an agent who is not the assigned user can:
- Fill in the State*, Assigned User, Assignment Group fields, edit the Follower list, and leave work notes on incident and service request forms.
- Fill in the State*, Assigned User, Assignment Group fields, edit the Follower list, and leave work notes on ITSM entity task forms.
- Leave work notes on ITSM entity forms without filling mandatory fields.
An agent must leave a work note when changing the status.
The Closure Information tab has been removed from entity task forms. Task outcomes are now displayed in work notes.
The Schedule tab has also been removed from service request and problem tasks.
For parent entities (incident, problem, service request, or change) in Completed/Closed status, fields in the Closure Information tab are mandatory.
The caller, who has access to request records in the agent interface, cannot edit field values but can leave comments in the Discussion field.
Fixes
DEF0016059: On the portal, long request subjects adapt and wrap according to the user’s screen size.
DEF0016520: The Actual downtime field becomes optional and read-only when a change request transitions to Completed status.
DEF0016546: Updated text and layout of the modal window for creating a change request from a user question.
DEF0016836: Attachments from email are automatically added to attachments of the created user question.
DEF0017990: An incident or service request transitions from Postponed to Assigned upon the scheduled resume date.
DEF0018006: Text field content in notifications is sent with line breaks.Translations: Added missing and corrected existing translations of system elements to improve product quality and user experience.