New Functionality
Telegram Bots Connection Page
The page displays all existing connections to Telegram bots. This allows creating multiple bots for different tasks and user audiences. For more details, see the documentation.
Creating a Telegram Group for Major Incidents
A major incident is defined as one that poses significant business risks due to the number of affected users and customers, information security issues, or other potential risks. Resolving such an incident requires rapid response and immediate action.
In the new version of ITSM, it is now possible to automatically create Telegram groups for resolving major incidents—known as swarming sessions.
Swarming is a methodology for engaging all available specialists to diagnose and develop a specific solution for the issue.
On the major incident record form, a button labeled “Start Swarming/Start swarming” is available. It opens a modal window with a field listing users who will receive an email notification containing a link to the Telegram group. By default, the field includes:
- Incident manager;
- Owner of the associated service;
- User responsible for the task;
- User who initiated the swarming session.
You can remove any default users or add new ones as needed.
After receiving the notification, users can join the group. The Telegram bot sends a message with details about the major incident for which the swarming session was created.
The group link is also accessible on the incident form for other interested participants.
All comments and changes to the incident will be duplicated in the session group, and comments from the Telegram group will be added to the incident’s work notes as Guest User, but with the name of the user who sent the message in Telegram.
For preliminary configuration of Telegram group creation, follow the instructions in the documentation.
Improvements
Infrastructure Incidents
To align the creation of major incidents with the Incident Management process, we have modified the behavior of the Infrastructure Incident and Major Incident fields on the record form across different statuses.
- After changing the incident status from Registered, the Infrastructure Incident checkbox becomes read-only.
- Only infrastructure incidents can be marked as major.
- An infrastructure incident can be marked as major in any status.
Incident and User Question Form on the Portal
We have added an attachments widget to the portal forms for creating incidents and user questions.
ITSM Entities
We have added linked lists of external and internal specifications to the forms for incidents, service requests, change requests, and problems.
Service specification: a set of documents required by both service users and service providers. For more information about specifications, see the documentation.
We have added badges to indicate important information:
- Attention required flag on incident, service request, and problem forms;
- Major incident badge and parent/child incident badges;
- Standard, Normal, Emergency, and Risk field options on change request forms.
We have added the Timeline widget to entity forms and replaced the Static User Information and Static Task Information widgets with updated versions released in platform 1.16.0, which allow managing cell composition via options.
SLA Widget
By default, the SLA indicators widget now tracks business time elapsed (Business time elapsed field) rather than astronomical time elapsed (Astronomical time elapsed field). The time source can be switched in the widget instance options.
Fixes
DEF0016453: Validation has been added when creating columns in the target monitoring source table to ensure column names do not begin with an underscore (_). On step 4 of transformation, all double underscores are replaced with single underscores.
DEF0016411: On portal incident pages, only incidents created by the current user are now displayed.
DEF0016212: On service request forms, the Additional comment field is now mandatory in the Postponed, Information needed, External processing, and Refected by user statuses.
DEF0016207: Problems and Problem Tasks tables have been added to the search group to enable contextual search in the agent interface. Problems and change requests are not displayed in portal search.
DEF0016158: The Number field for monitoring event records is now unique, improving search and interaction with records.
DEF0016102: The notification link generated by the Telegram bot now considers the portal context.
DEF0016060: Layout of step 1 in monitoring source configuration has been corrected.
DEF0015936: When canceling a change request via the modal window on the form, the closure code is copied to the Closure Notes section, and the request status changes to Completed.
DEF0015927: Links to records in Telegram bot notifications are now generated correctly.
DEF0015901: The View Task page is now inaccessible to users without permission to view task records. If such a user accesses the page via a direct link, they are redirected to a 403 error page.
DEF0015481: The Closed status for problems is now final; problems can no longer be transitioned from Closed to Known Error.
Translations: Missing translations have been added, and existing translations of system elements have been corrected to improve product quality and user experience.