We are pleased to introduce the new version of the SimpleOne ITSM application.
In this version, we have implemented Impact determination for incidents based on the Impact Matrix, as well as functionality to cancel and resume requests on the service portal.
In addition, we have added the ability to comment on multiple service requests and incidents simultaneously, along with bulk processing of their tasks. We have enabled the creation of announcements from user questions and enriched service request and incident forms with information about the service consumer. We have fixed defects related to:
- Validation of the Work Resumption field value in problems;
- Automatic status changes for service requests and incidents;
- Creation of a change approval request for the owner of a related configuration item.
We have also reorganized the ITSM documentation—improving its structure and updating the information.
New Functionality
Impact Matrix
To enhance the objectivity and transparency of incident prioritization, we have added the Impact Matrix (itsm_dl_impact). Impact is determined based on the following customizable criteria:
- Event Scope;
- Degree of Service Unavailability;
- Business Criticality of the selected Service;
- Presence of the VIP flag for the Requester.
Watch the video overview of the new functionality: RUTUBE
Read more:
Cancel and Resume Requests on the Service Portal
Users can now cancel their requests on the service portal and resume them after cancellation. This makes request management more flexible and helps optimize support team workflows.
For this purpose, buttons Cancel Request and Resume Request have been added to the portal views for service requests and incidents. These buttons are available to the request submitter and their manager.
Watch the video overview of the new functionality: RUTUBE
Read more:
- Creating Requests →
- Processing Service Requests →
- Processing Incidents →
- View Task Readonly Form →
- ITSM Entity Properties →
Commenting on Multiple Requests
To accelerate the processing of similar requests, you can now add comments to multiple service requests or incidents at once. For this purpose, a Add Comment button has been added to the list views of the Service Requests (itsm_request) and Incidents (itsm_incident) tables. It opens a modal window where you can add a Work Note and a Discussion entry.
Read more:
Bulk Processing of Service Request and Incident Tasks
To optimize handling of similar tasks, we have added the ability to assign, complete, and comment on multiple tasks at once. For this purpose, buttons Assign, Complete, and Add Comment have been added to the related Tasks list on service request and incident forms.
Watch the video overview of the new functionality: RUTUBE
Read more:
Creating Announcements from User Questions
For easier user notification, we have added the ability to create announcements from user questions.
On the forms of the User Questions (itsm_inquiry) table, a new Announcement button now appears. It opens an announcement creation form pre-filled with the Subject and Description from the user question.
Read more:
Service Consumer Identification
To help specialists working on requests better understand the service consumer, we have enriched service request and incident forms with the fields Service Consumer and Consumer Matches Requester. We have also added a widget to requests displaying the service provider and consumer.
To improve information exchange among specialists, a new field Information for Specialists has been added to the Closure Information section of service requests and incidents.
Read more:* Creating and Processing Service Requests →
Improvements
To help users correctly classify their requests, appropriate annotations have been added to the portal forms for creating incidents and user questions.