New Functionality and Behavior
This version enhances the usability of ITSM processes. Specifically, options have been added to involve managers in specific tasks, mandatory field requirements have been adjusted, change manager permissions have been expanded, and more.
- Help tooltips have been added to Priority and Risk Calculation matrices. This provides clear insight into their logic, helping agents effectively complete assigned tasks.
- A new option allows notifying the direct manager of the assigned group or assignee for incidents, service requests, problems, or change requests. To enable this, check the “Attention needed” option on the form.
- Notifications for repeated rejections of incidents and service requests have been added. These will be sent to managers if a request has been rejected more than once.
- A new “Start work” button on incident and service request forms allows the current user to take ownership of the task; the “Assigned User” field is automatically populated, and the status changes to “In Progress.”
- The “Assigned User” field is now mandatory for the “In Progress,” “Completed,” and “Closed” statuses on incident and service request forms. This improves agent accountability and transparency.
- The SLM widget now displays business time spent on the task.
Change Requests and Tasks
- Change requests can now be automatically closed if they are not moved to the “In Progress” status within the planned start and end time window.
- A new “Stakeholders” user group can now be created on change request forms. These users will receive detailed notifications about change request updates and may participate in authorization for changes under Change Authority = Complex CAB as optional approvers. Group management is handled via a specific system property (sys_property) containing the group ID.
- Change requests can now be canceled after registration in the system. To cancel, change the status from “Registered” to “Completed.” The request will be closed with the closure code “Canceled.” This action is available to the change manager and the assigned user. The change manager may also cancel the request from other statuses.
- A new “Followers List” field has been added to change task forms, displaying all users subscribed to updates for this task.
Incidents
- Defining an incident as “Infrastructure” is now only possible during the creation of a new incident, before its first save.
- The “Additional Comments” tab has been removed from infrastructure incidents. Since infrastructure incidents have no reporter, communication occurs exclusively between specialists via the Activity Stream in the “Work notes” field.
- The form and status model for infrastructure incidents have been redesigned. Since infrastructure incidents lack a “Caller,” certain incident fields (and their options) are irrelevant. Consequently, the following changes have been made to the form:
- The “Information needed” and “Rejected by User” options are no longer available in the “State” field.
- The “Agent Satisfaction” and “Service Satisfaction” fields are no longer displayed.
- Notifications requesting end-user feedback are no longer sent.
Service Requests
- A new “Related Request Model” field has been added to the service request form.
- It is now possible to convert a “User Query” into a “Service Request” using an extended record model (REM) via a widget on the form. The widget allows selection of the required model and editing of fields.
Fixes
Fixes have addressed system behavior, notification optimization, and improved readability of messages in Telegram and widget forms.
DEF0015373: The “Related User Query” field has been restored to the “Related Lists” tab on the incident form.
DEF0015608: Fixed an error in the “Change Schedule on Form” widget occurring when attempting to modify the schedule on change request forms.
DEF0015843: Restored functionality for approving records with the sys_re_form_element model of type Split.
DEF0015906: Restored the ability to select a service catalog form in record view settings.
STR0001906: Fixed the logic for transitioning service requests to the “Assigned” status. It is now automatically set only after the “Information Needed” status.
Notifications
DEF0015418: Fixed the logic for sending notifications regarding automatic closure of incidents and requests.
DEF0015435: Restored correct notification delivery for incidents transitioning to the “Information Needed” status.
DEF0015445: Fixed the notification function that alerts the incident assignee of a new comment added via email reply.
Telegram
DEF0015231: Fixed emoji functionality in the Telegram bot when rating incident resolution after closure. The happy emoji 
is saved as a positive review, and the angry emoji 
as a negative review.
STR0001425, STR0002235: Improved the visual appearance of Telegram messages for better readability. For example, solution details and problem closure codes are now highlighted.
Design
DEF0015762: Optimized the “Description” field in the incident widget on the portal for improved readability.
Translations
Fixed translations for certain fields and forms. Portal localization has been completed.
DEF0014192: The English field name “Resubmission” has been renamed to “Resumtion.”
DEF0015695, DEF0014270: The abbreviation CI (Configuration Item) in Russian localization has been translated as “КЕ” (Конфигурационная единица).
DEF0015326: Field names “Slave/Master Request” and “Slave/Master Incident(s)” have been renamed to “Child/Parent Request” and “Child/Parent Incident(s)” respectively.
DEF0015322: “Inquiry” has been renamed to “User Query.”
DEF0015440: “Requests” have been renamed to “Inquiries.”
DEF0015473: The status “Pending” has been renamed to “Postponed.”
DEF0015696: “Related Inquiry” on change task forms has been renamed to "Related User Query."DEF0015696: On the Event Rules/Actions form, Client script execution has been renamed to User script execution.
DEF0013895, DEF0015484, DEF0015815, DEF0016191: Missing translations have been added on the Problem form, Incident widget, and Portal cards.