New Functionality
Event and Monitoring Management
In the new version of the ITSM application, the automation tools for Event and Monitoring Management have been enhanced. Agents involved in this process can now:
- Configure monitoring event rules so that when specific conditions are met by one or multiple records, the event associated with the rule is deactivated. For example, a monitoring event can be deactivated upon resolution of the related incident. This functionality ensures the accuracy and consistency of information within the system.
- Configure monitoring event rules to operate without event correlation, enabling immediate generation of a ticket as the final result.
- Configure actions for event rules so that records created under these rules are updated upon receiving subsequent messages related to the same event, reflecting the current status of the monitored object in ITSM records. Four options have been implemented on the Event Rule Actions form:
- Create Record
- Create Record and Set Update Script
- Update Specific Record
- Execute Custom Script
For more details on these new capabilities, see the documentation.
Automatic Generation of Standard Service Request Subjects
A new feature allows configuring rules for automatically generating subject lines for service requests that use request templates. When creating a standard request, the system checks whether a subject generation rule exists for the selected request template. If such a rule is found and the Subject field is empty, it is populated with a value generated according to the rule’s template. If the Subject field was manually filled during request creation, the following override options are available:
- Prepend (default option)
- Append
- Do Not Override
- Override
Only one rule can be created per template.
To configure subject generation rules for service requests, follow the instructions in the documentation.
For a detailed overview of this functionality, see the following video:
Post-Implementation Change Processing
Change managers and other agents working with changes can now update change statuses and record work performed after the actual completion date, as well as close emergency changes whose implementation deadlines have expired. This functionality enables tracking of all changes implemented without a formal request, as well as work performed on emergency changes that could not be properly progressed through status workflows due to time constraints.
Additionally, a mechanism has been implemented to automatically close change requests that were not moved to In Progress within the scheduled timeframe.
For more information, see the documentation.
Improvements
Optimized My Tickets Page on the Portal
The sidebar menu on the My Tickets page has been redesigned: the options “Change Requests” and “User Queries” have been removed, and “Closed Incidents” and “Closed Service Requests” have been added. The updated sidebar structure is as follows:
- Incidents
- Service Requests (also includes child entities of requests)
- Closed Incidents
- Closed Service Requests (also includes child entities of requests)
Only records from the Incidents and Requests tables (including child entities of requests) with a status other than Closed are displayed on the My Tickets page (/portal/my_tickets).
Additionally, the following changes have been made:
- Portal search is now limited to incidents and requests only.
- Direct links to other ITSM table records are no longer accessible on the portal:
- Change Request
- Change Task
- Incident Task
- Request Task
- User Queries
New Widget for Evaluating Ticket Resolution Outcome
On the service portal, the request submitter can accept or reject a ticket resolution and rate the resolution quality on the task view form. If the user accepts the resolution, the ticket status changes to Closed and a service quality rating form appears. If the user rejects the resolution, the status changes to Rejected by User and a form to specify the reason for rejection is displayed. For more details, see the documentation.
Updated Notification Templates for Incidents, Change Requests, and Problems
The subject line of notifications for incidents, change requests, and problems now includes the value of the Subject field according to predefined templates. Example: INC00001 Registered – Portal Not Working. This makes it easier to identify the specific record referenced in the notification.
Updated ITSM Portal Styles
The styles of ITSM forms and widgets have been aligned with the system’s overall design standards.
Fixes
DEF0017079: Added validation for JSON fields and Attributes and keys in the Monitoring Source creation widget. Keys consisting of a single character (“_”, “,”, or “|”) are now blocked, preventing errors during monitoring source creation.
DEF0016713: The Related ticket field is no longer mandatory when creating a ticket.
DEF0016605: No resumption notification is sent when transitioning incidents or service requests from Postponed to Closed.
DEF0016603: Assigned users no longer receive notifications when they themselves transition an incident or service request from Postponed to In Progress.
DEF0017080, DEF0016057, DEF0016028: Missing translations for system elements have been added, and existing translations have been corrected to improve product quality and user experience.