This ITSM update includes significant improvements to notification functionality. We have also standardized the behavior of widgets and task tracking features. Demo data for Event Management is now provided in a separate SOP file that is downloaded along with the update package.
Improvements
Widgets
For your convenience, we have improved the layout and styling of widgets and reconfigured their display on task forms:
Task tracking logic has been standardized across the following tables: Problems, Incidents, Service Requests, and Change Requests. Specifically:
- Editing the list of watchers is now available not only to the assigned user but to any user with the ITSM_agent role who has access to the corresponding table.
- Editing the list of watchers is disabled if the task is closed or canceled.
- Notifications are sent to all users watching a task when the Status/State, Assigned User, Work Notes fields are modified, or when a watcher is added or removed from the task.
Notifications
We have added a notification triggered when the requester changes the Urgency of a Service Request or Incident. The notification is sent to the assigned user or, if none is specified, to all members of the assigned group. The notification text displays both the previous and current values of urgency and priority.
Demo Data
Demo data for the Events and Monitoring/Monitoring and Event Management section has been consolidated into a separate SOP file, which is downloaded together with the ITSM update file. To install the demo data, import this file and run the server script Event Management data generation. Detailed documentation on the demo data package and installation instructions can be found in the [documentation].
Other
As part of standardizing ITSM forms, the Status/State field has been moved to the General tab on the Change Request form.
Fixes
DEF0017932: Fixed the correct functionality of the ITSM Task Assessment widget in scenarios where the requester navigates from an email notification to the form with the approval/rejection widget for a solution proposed for an incident or service request they created.
DEF0016852: Fixed an issue preventing Telegram notifications from being disabled after the Telegram bot was disabled.