Release Date: 29th February 2024

What’s New?

New Features

Event Notifications

– Out-of-the-box (OOB) “User Leave” notification templates are now added to the App Notification tab of Event Notifications to streamline managing technician leave requests. It consists of the following templates:

1. Notify Technician When Leave is Cancelled
2. Notify Technician When Leave is Edited
3. Notify Technician When Leave is Applied

By default, these templates are enabled. These will get triggered automatically once the technician applies, cancels, or edits the leave.

Enhancements

Request Management

– While creating a ticket, the width of the dependent custom dropdown list field has been increased to display the options properly.

– The Guest Requesters can now be allowed to create a Service request.

– The user can now define the access level for a Service Category.

Approval Management

– The user can now apply filters on the My Approvals list page. The filters that can be applied are ID, Type, Requested By, Subject, and Created Date.

– The user can now configure the system to wait for all approvers’ responses before setting the Approval status based on the Approval type.

Event Notifications

– The requester can now receive an email or SMS notification when an approver or technician adds a comment in the Approval from the Support Portal.

Asset Management

– The user can install and uninstall the Linux and Mac agents (Discovery and RDP) in bulk using the Remote Agent Installer utility.

– The SNMP devices can now be discovered using the following authentication protocols:

1. SHA224
2. SHA256
3. SHA384
4. SHA512

– The user can now discover the IBM VIO server.

– The user can now print the QR codes of the selected assets (Hardware, Software, and Non-IT) in bulk.

– The user can now view the “Last Updated Date” and “Agent Last Sync Date” (Only for Hardware Assets) details using the Column Selection and search filter from the Asset list page.

– When creating an Asset Movement (Send To Repair, Return From Repair, and Asset Transfer), users can now search for the required assets in the “Add Assets” popup. The fields will differ based on the Asset Movement type.

Purchase Management

– The user can now use special characters in the Purchase Order’s prefix, excluding spaces.

– The quantity details received will now be available while printing the purchase order (PO). Also, the header “Quantity” is renamed to “Order Quantity”.

Dashboard and Reports

– The user can now view the history of actions performed on the dashboards.

Task Management

– The user can now create custom statuses for tasks.

– The admin can now allow or restrict users from deleting a task.

– The user can now filter out the tasks based on the “Reference” field using the Search filter.

Support Portal

– The Requesters can now add comments in the Support Portal’s Approvals tab (only if enabled for the Requester).

API Enhancements

– The requester’s audit can now be sent via the Request API.

– A Feedback URL can now be sent to the user via Request API.

– The user can now manage (create, update, delete, and view) the Hardware tab Properties of the Hardware Asset via API. Also, the custom properties can be viewed, updated, and deleted.

– The user can search for the required Request, Change, and Asset using API.

Miscellaneous

– The user can now set the auto purging and archiving rules for Problem, Change, Release, Asset, and Project modules.

– Users can delete the archived Problem, Change, Release, and Project tickets.

– Users can now filter Workflow, SLA, Approval Workflow, and Event Notifications based on their status – Enable, Disabled, or All.

– The admin can now make changes in the configuration file to separate the ServiceOps interface and agent ports for communication.

– The admin can now view the email addresses of all the CC users in the “Sender/Recipient” column of Admin > Security > Email Audit tab.

– The position of the “Send” and “Save as Draft” buttons has been changed to the bottom right corner of the conversation.

– Knowledge articles can now be viewed from the Request and Problem details page by clicking the “View Knowledge” icon next to the ticket’s subject.

– The user can now download the list of user sessions in PDF and Excel format.

– Users can include email addresses in the CC field when creating or editing a Problem, Change, or Release ticket.

Release Date: 24th January 2024

What’s New?

New Features

Request Management

– Support for creating print templates for the Requests is added.

– The user can now configure custom rules for all the Service Catalogs in common and each Service category individually.

Approval Management

– The user can delete approver’s approval in all the modules using the ‘Delete’ option in the Approvals tab, eliminating the need for that particular approver’s approval.

Users

– While adding SSO Identity Providers, a new “Mappings” field is added to map additional details. Any changes in the mapped fields in the provider will automatically update in ServiceOps.

Asset Management

– The “Asset Usage History” is now available on the Hardware Asset Details page.

– The user can now either allow or prohibit the installation of certain software as per requirement.

– A new “Create Deployment” action is added to the Workflow and Scenario. It enables the deployment of packages to the target machines. It is supported in the Request and Asset modules.

Patch and Package Management

– Support for Mac OS 14 Patch Management is added.

– ServiceOps now supports the Patch Management functionality for the following third-party applications:

1. Browser (Google Chrome, Mozilla Firefox, and Microsoft Edge)
2. Adobe Acrobat Reader

Project Management

– The user can now add a Work Log based on Timer.

Task Management

– The user can now use a dedicated Task Management module in the Admin section. It consists of the following components:

1. Task Types: Add the task types.
2. Task Form: Customize the task form as per the requirement.
3. Task Form Rules: Create task form rules to make fields (system and custom) mandatory/non-mandatory, show/hide, enable/disable, set/clear value, show/hide options, or execute a custom script based on certain conditions in the task form.

Mobile App

– Support for biometric authentication in mobile app is added.

Dashboard and Reports

– The KPIs can now be highlighted with different colors based on the Threshold value (KPI Count). Once the threshold value exceeds, the KPI’s color will change accordingly.

Miscellaneous

– The user can now send event notifications over the Microsoft Teams application.

– The Admin user can now configure access to add worklog in the Request, Service Request, Problem, Change, Release, and Project modules.

Enhancements

Request Management

– When the technician is changed for a Worklog, an audit entry is now available in the Request Details Audit Trail tab.

– The admin can now restrict the amount of feedback from the Requester using the “Allow Only One Feedback Response” field.

– The Delete option is now removed for the Standard Print Template.

– The following enhancements are made to the “Rate Our Service” field of the Feedback and User Survey Form:

1. The maximum limit of the “Rate Options” field is 10.
2. The user can select and configure the type of rating as either a Star or Emoji (Smiley). Based on the value set for “Rate Options”, configure the stars or emojis. Also, provide a description for each star/emoji.
3. The “Feedback Rating” configuration is removed and added to the “Rating Type” field.

– The approval owner receives the Referred Back Approval Comment and attachment for reference in the Referred Back Email.

– The user can now update the Service Request custom fields even after approval.

– A new “Request Age” field is added to the “Other Info” section of the Request Details page and the Requests list page columns. It displays the age of the ticket in terms of duration between the creation and the current Date and Time.

– The “Save” button appearing in the Work tab when the user sends or forwards an email is renamed to “Send”.

– While printing the Request detail with Reply to Requester, the format of the PDF is now the same as displayed on the Details page.

– The Request and Service Request module’s custom attachment field is now searchable.

– Separate configuration audits are available for Incident and Service Request Custom Rules.

– The Super Admin and Tenant Super Admin users can now modify and delete the past leaves of technicians.

– Support for creating and relating a Purchase Order to the Request from the Request Details page is added.

– The Total Penalty amount is now available in the SLA tab of the Request, Problem, Change, and Release Details pages, respectively.

Problem Management

– The “Problem must have at least one communication with Requestor” label in Resolved Problem Custom Rules is renamed to “Problem must have at least one collaboration”, as a rule, it is violated when no collaboration is added to the ticket.

 Change Management

– The Subject and Description fields can be disabled using the Change Form Rule.

– On edit, the “Status” of the Change requests can be hidden using the “Hide Options” Action of the Change Form Rule. Only custom statuses can be hidden.

Managed Service Provider

– Company wise prefixes can be added for Incident and Service Request categories. The Companies will only appear in the dropdown list if they exist.

Asset Management

– RDP connections can now be established with Linux and Mac OS machines.

– Support for cloning the Asset USB Configuration Deployment is added. Except for the Computers, all other details will be pre-populated.

– The “Result” column in Asset Action History is renamed to “Remark”.

– The following fields are moved from the Admin > Organization > System Preference > Asset Preference tab to Admin > Asset Management > Asset Types page:

1. Hardware Asset Prefix
2. Software Asset Prefix
3. Non-IT Asset Prefix
4. Consumable Asset Prefix

– The asset assignment rejection note can be viewed in the Remarks column of the Used By History.

– Support for additional operators in Barcode search is added to the Asset list page.

– The Asset Movement gate pass now displays the Status of the Asset Transfer stages.

– Support for viewing the audit entries for actions like lock, sleep, restart, and shutdown is added to the Hardware Asset Details page.

– Support for setting the starting number and minimum digits for the Asset ID is added to the Asset Configuration popup of Admin > Asset Management > Asset Type The Asset ID is defined based on this starting number.

– The Asset Movement stages will be automatically updated to Pending when the user completes one stage. For example, when the stage “Receive Transfer” is Received, its next stage, “Request Return,” will get updated to Pending automatically.

Purchase and Contract Management

– The Product Catalog details can be viewed in the Create Purchase Order form by clicking the Info icon.

– Support for setting the Starting number and the Minimum digits for the PO – ID is added to the Purchase Order Preference tab of Admin > Organization > System Preference The PO-ID is defined based on this starting number.

Project Management

– Support for the Project “Source” field is added to the Condition and Column of Project Reports and Dashboard.

– The Task ID is now available on the heading page while editing the Task and Milestone.

Event Notification

– The user can now receive an email for the request closed due to merging using the “Notify Requester when Request is Closed due to Merging” Request App notification.

– The following event notifications for Delegate Approval and User Password Expiry are added to the User module:

1. Notify the user when delegate approval is expired/ended
2. Notify User Removed As a Delegate Approver
3. Notify User Added As a Delegate Approver
4. User password is about to expire
5. User password is expired

Users

– The filter applied in the Technician/Requester list will now be automatically restored upon returning to the Technician/Requester list page, maintaining the user preferences.

– While exporting users, the following fields are added to the column selection:

1. Allow to Login
2. Created Date
3. Last Login Date

– The user with Super Admin or Tenant Super Admin rights can now modify or cancel any technician’s ongoing and past leaves.

– The user can now download the Technicians and Requesters list in Excel and CSV format.

– The user can now export and download the Technician Groups and Requester Groups list in Excel and CSV format.

– The list of created LDAP users can now be viewed in the LDAP History.

Chat

– Support for Guest Users in WhatsApp Virtual Agent is added.

Dashboard and Reports

– The user can now apply the “Date Filter” to the Query report while editing. If enabled, the “Time Filter” will appear while previewing the report.

– The technicians holding “Dashboard Access Only” permission can now be selected from the “Technician Access Level” dropdown and restricted from viewing the data of KPIs and Widgets.

– Drafted Collaborations are now excluded from the Tabular report.

Miscellaneous

– The user can preview and download the attachment by clicking on the file name.

– Support for rich text format in labels is added to the modules’ form. Also, the URL field in the Rich text format dialog is enabled.

– The following improvements are made to the Workflow for implementing the “Refer Back” functionality in the Request, Problem, Change, and Release modules.

1. The “Referred Back” value is added to the “Approval Status is changed” trigger.
2. The “Approval Requester” system field is added to the “Set Assignee to” action.

– The user can now automatically update the task start and end date using a workflow based on certain conditions and trigger events. The following two actions are added to the Task Workflow in the Automation module:

1. Set Task Start Date
2. Set Task End Date

– The announcements list can now be exported and downloaded in Excel and CSV format. You can also password-protect the Excel file.

– Support for search functionality is added to the “All Archived Requests”, “All Spam Requests”, and “Requests Watched By Me” lists. Likewise, the lists can be searched for Problem, Change, Release, and Project modules.

– The “Checkbox” custom field type options can now be aligned vertically or horizontally.

– Actions can now be performed on the “Attachment” field in the Request and Change Form Rule. It can be used with hide, show, mandate, non-mandate, enable, and disable actions.

– A new “Multi-Select Dropdown” custom field type is added to all the forms. The field enables the selection of multiple values in the dropdown list.

– The user can add tasks through Workflow using the “Add Task” action.

– Support for exporting the details is added to the following lists:

1. Requests > All Archived Requests
2. Problems > My Unresolved Problems
3. Problems > My Urgent or High Priority Problems
4. Problems > My Overdue Problems
5. Problems > Unassigned Problems in My Group
6. Problems > All Archived Problems
7. Changes > Open Changes in My Group
8. Changes > All Archived Changes
9. Releases > All except “All Releases” and “All Open Releases”
10. Hardware Assets > All Hardware Assets Managed By Me
11. Software Assets > All Software Assets Managed By Me
12. Non IT Assets > All Non IT Assets Managed By Me
13. Consumable Assets > All Consumable Assets
14. Consumable Assets > All Consumable Assets Managed By Me
15. Consumable Assets > All Archived Consumable Assets
16. Contracts
17. Purchases
18. Projects > My Open Projects
19. Projects > All Archived Projects
20. Projects > Custom filters

– The system retains previous selections across the list pages, enabling bulk actions on previously chosen items throughout the application’s navigation.

– Support for enabling and disabling the default SLAs is added. By default, they are enabled. If not, the “Due by” fields will be blank.

– The “Attachment” field is added to the Condition of Workflow and Approval Workflow.

– The option “All approvals must be Ignored/Rejected/Approved” is added to the Resolved and Closed Custom Rules of Incident Request, Service Catalog, and Problem modules. If enabled, the Approval status must be Ignored, Rejected, or Approved while resolving or closing the ticket.

– The minimum and maximum character limits can be set for the Text Input and Text Area custom fields across all modules.

– The size of the Text Area field in the form can be maximized and minimized throughout the system.

– The user can now add 0 ahead of the number while configuring the Starting number of Asset, Purchase, and Request ID. For example, 002. The same ID will appear on the list page as well.

– The options in the Custom Dropdown field can now be searched using the Search functionality.

Release Date: 11th January 2024

What’s New?

New Features

– The user can now discover the below assets:

1. VMware Photon OS
2. IBM AIX OS
3. RedHat Core OS

– Support for AES256c encryption is added to the SNMP devices.

Improvements

Request Management

– The language preference configured is now applicable in the Incident and Service Request Form for the Guest User.

– The “Services” field filter will now be automatically restored, upon returning to the Service Catalog page, maintaining the user preferences.

Asset Management

– Support for “Contains” operator for the Hostname field is added to the Hardware Asset List page.

Contract Management

– The list of contracts can now be exported in CSV and Excel format.

Reports

– The “First Response SLA” value for the Open and In Progress status tickets is now available in the report.

Miscellaneous

– A new “Rejected” Task status is added.

– The maximum limit for attachment size (system and custom) is increased to 1 GB in Request, Problem, Change, Release, and Asset modules.

Release Date: 06th December 2023

What’s New?

Improvements

Approval Management

– Technician Groups and Technicians can be assigned to the ticket based on Approval stages. This feature applies to Request, Problem, Change, and Release modules.

Change Management

– On Create and Edit, the Subject and Description fields can be disabled using the Change Form Rule.

– Custom statuses of the Change module can be hidden using the “Hide Options” Action of the Change Form Rule.

Support Portal

– A new “Mandate comment to Reopen Request” field is added to the Support Portal settings. A Requester must add a note when reopening the Request from the Support Portal if enabled. By default, it is disabled.

Miscellaneous

– The default plugin server port is now made configurable.

Release Date: 29th November 2023

What’s New?

New Features

Chat

– The Technicians can now claim the request based on the Requester’s context. To achieve this, a new “Show in Chat Context” field is added to the Reference Choice field of Chat Flow.

Knowledge Management

– The technicians can now view or read the KB articles in the Technician Portal based on the read permission granted from the Knowledge Management > Add Folder popup.

Improvements

Chat

– The Virtual Agent Chat History can now be viewed in the Chat Console.

– The “Unanswered Bot Response” tab now displays the unanswered responses from Virtual Agents.

– The technician can now create a Chat Flow where the Requester can view the status or details of one’s tickets by mapping the system/custom fields with the Chat Flow fields.

Support Portal

– Support for viewing help from the Support Portal is added.

– A Requester can now use the Chat Console and view one’s chat history from the Support Portal.

Release Date: 23rd November 2023

What’s New?

Improvements

Chat

– The Technician’s name can now be viewed on the Chat window as per the “Display First Name Only” field from the Admin > Support Channels > Chat If enabled, the Requester can view the Technician’s first name only. If disabled, the full name will appear.

– The knowledge base article can now be viewed in the chat by clicking its title instead of the ID.

Knowledge Management

– Apart from the Technician Portal, the knowledge articles can now be searched based on tags on the Support Portal.

Release Date: 08th November 2023

What’s New?

New Features

– A new Approval status, “Refer back” is added. It is used when the Approver needs more details or finds something missing in the Request that must be updated before approval.

– Support for accessing the Dashboard based on Role is added.

– Support for viewing the list of Online Technicians on the Dashboard using a shortcut is added.

Improvements

Request Management

– The audit entry for the Request Delete operation from Archived Requests is now available on the Operation Audit tab of Admin > Organization > Security page.

– The following fields are added to the Request Preference tab of Admin > Organization > System Preference page:

1. Consider Request Received Email as first response: Enable if you want to consider the acknowledgement email that the System sends on receiving a request as the first response. By default, it is disabled.
2. Merge Request Status: Select the status for the secondary requests when merged. By default, the Closed status is set.
3. Support Level Preference: Select the default support level for all the new request tickets. Note, after upgrading ServiceOps to v8.3.6 and above, the default value for the existing Requests will be Tier 1.

– The Requesters can now view the Request closure date by selecting the “Closed Date” column on the Request list page of the Support Portal.

Users

– The Technician Group user with Global Restricted Scope can now perform operations on the tickets when assigned to that group.

– The Technicians/Requesters can now be converted to Requesters/Technicians using bulk operation.

Workflow

– A new “Diagnosis is added” Trigger Event is added to the Request Workflow.

– A new “Resolution Escalation Level” condition is added to the Request, Problem, Change, and Release Workflows.

Purchase Management

– The Purchase Order can now be attached while ordering the PO and notifying the Vendor.

Task Management

– Support for allowing the users to reopen the closed task is added.

Miscellaneous

– A maximum of 150 characters are now allowed in the Category Name field. It applies to Request, Problem, Change, Release, and Asset modules.

Release Date: 30th October 2023

What’s New?

Improvements

Request Management

– Support for replying to old emails is added to the Work tab of Request Details page. The user can reply to the emails using the Reply option in the email content.

– The Technician Signature is now available (if configured) while forwarding the email from the Work tab of Request Details page.

Chat

– Guest users can now use the Facebook Messenger Virtual Agent. Previously, only registered users could use the Virtual Agent.

– Hyperlink can now be inserted to the Chat Flow Rich Text Editor. Using this you can redirect the user to the required page.

– Guest users can now chat with the technician for further assistance using the “Chat With Technician” option on the Support Portal Chat Window.

Purchase Management

– The Vendor Name and ID are now available in the Vendor classifier on the Purchase Order Details page.

Support Portal

– When a Guest user tries to create an Incident Request from the Support Portal, the message “Please Login to Continue” will appear incase any of the below parameters are configured:

1. SSO is enabled.
2. Enforce to authenticate with Single Sign-On only is disabled from the SSO Configuration > SSO Preference page.
3. Allow Guest Requester to Report a Request is enabled from the Support Channel > Support Portal Settings page.

Release Date: 23rd October 2023

What’s New?

New Features

– A new “Task Stage” field is added to the Add Tasks action of Service Catalog Workflow. It is used to add tasks automatically in a particular stage of the selected Service Catalog whenever the configured event takes place.

Improvements

Request Management

– The Transition Model field can now be made mandatory by enabling the newly added “Required” option in the Request, Problem, Change, and Release Forms.

Workflow

– The maximum number of stages that can be added to the Approval Workflow is increased from 5 to 10.

– A new action, “Send an approval reminder to E-mail” is added to the Workflow. It is available for Request, Problem, Change, Release, and Asset modules.

– The following placeholders are added to the Run Webhook Action:

1. Escalation Level
2. OLA Escalation Level
3. Technician’s Manager
4. Ticket Duration
5. Status Duration

Reports

– A new “Work Log Details” column is added to the Task Summary Report.

Branding and Support Portal

– The following four parameters are added to the Branding Details page:

1. Greeting Message: You can configure the greeting message for the Support Portal. By default, it displays “Welcome to Support Portal”.
2. Linkback URL: Enter the URL that will open by clicking the Brand logo in the Support and Technician Portal. For example, if you want the Request page to open on clicking the logo, enter its URL here.
3. Support Portal Banner Image: You can change the banner of the Support Portal by selecting the desired image and uploading it.
4. Product Setup Guide Image: You can change the default “Product Setup Guide” image by selecting the desired one and uploading it. The image should be in portrait format for better resolution.

– The Captcha can now be enabled for the below pages:

1. Login Page
2. Requester Self Registration Page
3. Forgot Password Page

– Support for uploading a Chat Favicon is added to the Chat page. Once uploaded, it will appear on the left-hand side of the Chat window.

Release Date: 13th October 2023

What’s New?

New Features

– Support for displaying the Audit details in the Request Details page of the Support Portal is added.

– Support for configuring the Outgoing Email Server Rules is added.

Improvements

Request Management

– Support for mapping the user fields with the request fields in the Service Catalog Form is added.

Service Level Agreement

– The user can now configure the SLA Due by field on the Ticket Details page by enabling the newly introduced “Allow User to edit Due by” setting. It applies to the Request, Problem, Change, and Release modules.

Support Portal

– It is now possible to restrict users from creating Incidents from the Support Portal.

Patch Management

– The following columns are added to the Patch Management report:

1. KB Number
2. Result
3. Patch Reference URL
4. Patch Release Date

Other

– It is now possible to configure the Show/Hide actions on the Section and Label type fields in the Request/Change Form Rule is added.

– The approval of the user who is both, the Requester and an Approver, can now be skipped.

– The field “Status” is added to the Required Note Rules tab of the Custom Rules page. It applies to the Incident, Service Request, Problem, Change, and Release modules.

Release Date: 2nd October 2023

What’s New?

New Features

– The system now supports creating and implementing transition models in the Request, Service Catalog, Problem, Change and Release modules. These models automatically change the tickets’ status based on the set conditions.

Improvements

Request Management

– Support for adding attachments to the Request Import file is provided.

– The following fields are now supported while importing the Service Request data:

1. Assignee
2. Status
3. Create Date
4. Close Date
5. Technician Group
6. Resolved Date
7. Reopen Count
8. First Response
9. First Response Added By
10. First Response Date
11. Solution
12. Solution Added By
13. Solution Date
14. Diagnose
15. Diagnosis Added By
16. Diagnosis Date
17. Note
18. Note Added By
19. Note Date
20. Reply To Requester
21. Reply To Requester Added By
22. Reply To Requester Date
23. Reply From Requester
24. Reply From Requester Date

Workflow

– The “Start Date” and “End Date” fields in the Create Announcement action are replaced with the “Duration” field.

Other Improvements

– Support for turning the Mobile Push Notification on or off is added to the Admin > Organization> System Preference > Application Settings page.

Release Date: 25th September 2023

What’s New?

New Features

– Support for creating and executing a custom script in the Request/Change Form Rule is added.

– While sending an email through Workflow, support for setting the “To” and “From” values for the “Emails” field of the “Send an Email” action is added.

Improvements

Asset Management

– The following two new fields are added to the Hardware Asset Details page > Properties > Computer Properties tab:

1. Display Version
2. Build No

– A new “Storage Device Type” field is added to the Hardware Asset Details > Hardware > Physical Disk

Other Improvements

– While creating or editing the Request/Change Form, support for filtering the user details through the Request/Change Form rule is added. A new “Filter Data” field is added to the Action dropdown of the Request/Change Form Rule to apply the filter.

– Support for the Search option for the Assignee dropdown in the Search bar is added.

– Support for configuring the Requester Search Preference in Admin > Organization > System Preference > Search Preference is added. Using this, fields can be selected based on which the users can be searched in the “Requester” field while creating an Incident Request.

– The Vendor dropdown list is now pre-populated with a maximum of 100 records.

– The “Requester” field is added to the Conditions of Problem, Change, and Release modules.

Release Date: 04th September 2023

What’s New?

New Features

– Support for transferring assets from one department/location to another department/location, temporarily and permanently, is added.

– Support for archiving the Agent automatically along with the mapped asset is added.

Note: The user must hold the “Manage Computers” rights in the Patch or Deployment module to archive/remove Agent.

– Support for importing Projects, Tasks, Summary Tasks, and Milestones in CSV and Excel format is added.

– Support for cloning the Project is added.

– Support for Contracts, Purchase, and Deployment modules in Dashboard is added. KPIs and Widgets can be created or edited for the respective modules while creating or cloning the Dashboard.

– Support for configuring the Group and Company Access Level while creating or editing a Service Category is added. It applies only to the Service Request module.

– Support for leave management is added. The technicians can apply leaves from the Technician Leave Calendar and My Team Menu. Once the leave is applied, the tickets will not be auto-assigned to these technicians. However, manually it is possible.

– Support for taking a confirmation from the user for asset assignment is added. The asset will not be assigned to the user untill the confirmation/approval is received.

– Support for viewing the Email Audit is added. A new tab, “Email Audit,” is added to the Security page, which displays the details of the emails sent like Event, Event Time, Email Server, Sender/Recipient, Subject, Status, Message ID, and Change Summary.

– Support for sending notifications to the technicians regarding failed emails is added. The notifications will be sent based on the following cases:

1. Schedule Report email failure
2. Event Notification email failure
3. Manual Email sent failure using the “Send Email” option from the modules Notifications tab. It will appear in the Notifications popup.

– Support for uninstalling software quietly in the system’s background is added. The field “Quiet Uninstall Command” is added to the software in which Uninstall command exists. If the Quiet Uninstall command is present, preference will be given to this over the Uninstall command.

– Support for the Agentless discovery of Redhat 6 OS is added.

– Support for Proxy Server is added to the Email servers, SSO, API custom fields, Workflow Webhook, Mobile notification, Captcha, JIRA integration, and RDP. The Proxy Server Configuration page is moved from the Admin > Patch Management > Access Controls page to Admin > Organization.

– Support for the network troubleshooting commands like Ping, Telnet, Traceroute, and DNS Lookup is added.

Note: Before using the commands, ensure they are installed and enabled from the backend server.

– Support for the following actions is added to the Hardware Asset Details page:

1. Lock
2. Restart
3. Shutdown
4. Sleep

Notes:

1. These actions are supported for devices discovered via Agent-based discovery only.
2. For a mac device, if the Password Required Settings is “ON” in the Lock Screen Settings, it will ask for a password on the sleep and lock screen.

– Support for exporting the LDAP Failed User Details in CSV and Excel format is added.

– Support for searching the Incident and Service Request tickets based on attachment names and their content is added. The file types supported for search are PDF, Word, Excel, Doc, Text, and Email Attachment.

For example: If the “HA Configuration” text is entered in the Search field, the system will search for the text in the attachment’s content and display tickets accordingly.

– Support for displaying the Software Asset details installed from the Windows Store is added.

– Support for Minutes and Hours units is added to the Software Rules Add Auto Uninstallation Policy popup.

– Support for Patch Management and Discovery of SUSE Enterprise Linux, Opensuse v15.5, and Ubuntu 23.04 is added.

– The following fields are added to the Dependent Custom field when mapped as System Field:

1. Allow user to select leaf node only
2. Display the Entire Hierarchy in the Report

– Support for the following Purchase Financials fields is added to the CSV file used for importing and exporting the Non-IT Assets:

1. Cost Factor
2. Purchase Amount
3. Purchase Amount Currency
4. Purchase Date
5. Finance Description

– Email approvals can be approved or rejected via Email instead of the link. For this, replace the “Approval Approve/Reject Button” placeholders with the following email placeholders in the Email notification content:

1. approve.mail
2. reject.mail

– Support for saving the user replies and conversations as a draft is added.

– Support to enable or disable the “email to ticket” feature for the Guest user is added. For this, the field “Allow Guest User to generate request from E-mail to Ticket” is added to the Admin > Support Channel > Emails > Email Preference By default, it is enabled.

– Support for the following custom fields is added to the conditions of Workflow, Scenario, Approval Workflow, and Reports. It is applicable for the Request, Change, Problem, Release, and Service Catalog modules:

1. Dynamic (Incident and Service)
2. Rich Text Area (Incident and Service)
3. Text Area
4. Text Input

– The following cost factors are added to the Financials tab of the Asset Details (Hardware, Non-IT, and Consumable) page.

1. Upgrade Cost
2. Repair Cost

Also, the Financial Details column is added to the Asset Summary Report.

Improvements

Dashboard

– A technician with “Dashboard Access Only” rights can view the Dashboard of the Technician Group in which one is included.

– Support for defining the Dashboard Access Level for sharing the Dashboard while creating, customizing, and editing is added. The access level options are:

1. Public: If selected, the Dashboard will be shared with all the Technicians with view-only rights.
2. Private: If selected, the Dashboard will be available only to the creator of the Dashboard.
3. Restricted: If selected, the Dashboard can be shared with the Technicians and Technician Groups. The fields Technician Group Access Level and Technician Access Level will be configurable.

Note: The Customize option will be available only to the creator of the Dashboard and Super Admin.

Workflow

– Support for the “Minutes” unit is added to the following Date-Time operators in Workflow:

1. Within Next
2. Within Last
3. Between Next
4. Between Last

– Support for the “Create Announcement” action is added to the Workflow. It applies to all the modules.

Approval Management

– The Manual Approval will now run based on the “Run Approval Workflow on Create” option from the Create Approval If enabled, the manual and Approval Workflow will run on clicking Create. If disabled, only manual approval will get created.

Request Management

– While importing Requests using Excel file type, its “Source” field is set as “Excel Import”.

– The content of the conversation saved as a Draft will not be included in the elastic search.

– Support for displaying the Online Requester’s details in the Security User Session tab is added. Previously, only technician sessions were displayed.

– The fields “Emails” and “CC Emails” are added to the Reply section of the Request Details page.

Users

– The following improvements are made for setting the technician’s password:

1. The Super Admin is not permitted to change the Tenant Admin’s password.
2. A notification will be sent to the Technician when a Super Admin changes the password.
3. The audit entry is displayed on the Security Configuration Audit page when the Super Admin changes the password of a Technician or Requester.

Asset Management

– The Software license “Installation Count” is now available for the following License types:

1. Enterprise Subscription
2. Enterprise (Perpetual)

– The details page of the Archived assets can now be viewed. Previously, they could be viewed only on the List page.

– The data type of location latitude and longitude fields is changed from Number to String.

Purchase Management

– The maximum limit for adding items to the Purchase Order is increased from 10 to 20.

– The field “Print Template” is added to the Other Info section of the Purchase Order details

Project Management

– Support for exporting the Project Tasks in Excel and CSV format is added.

– The Project Source can be known through the field “Source” in the Other Info section of the Project Details page. The values are Manual, Excel, CSV, and MPP.

– The View MPP Import Project Actions popup heading is displayed as per the errors or success data. For example: If the Project is successfully imported, the popup heading will be Success, and if the Project fails to import, the errors will be displayed.

– The Audit for Project creation using import is now available in the “Audit Trail” tab of the Project Details page.

Patch Management

– Support for the Windows Server 2022 Datacenter and Standard missing patches is added.

– Support for removing multiple Computers in bulk from the Patch and Package management modules is added.

Other Improvements

– Support for the “Portuguese” language is added.

– The Dynamic custom field can now display the data fetched from API with different formats.

– If the Email header and footer are configured from the Event Notifications page, it will be available on all the Outgoing Test Email Notifications.

Release Date: 07th July 2023

What’s New?

New Features

– Support for configuring and applying the Penalty Cost in SLA, OLA, and UC is added.

– Support for Geolocation to track and locate assets on the map is added. Currently, this feature is supported for Windows Laptops, Windows Desktops, Windows Servers, and Hyper-V assets only.

Improvements

Asset Management

– Support for discovering the Windows machine using WMI is added in Poller.

Release Date: 30th June 2023

What’s New?

New Features

– The Virtual machines can now be moved from one Hyper V to another based on the VM ID. And, in the target machine if the same machine already exists then based on the VM ID its details will get updated without creating a new one.

– Support for creating a Technician user having only Dashboard access is added.

– The following Hardware Asset fields are added to the placeholders of “Email Subject” and “Description” fields in the Hardware Event Notifications and Workflow (All Send Emails and Run Webhook Actions) page:

1. Asset Product
2. Assignment Date
3. Vendor
4. Impact
5. Business Service
6. Origin

– Support for importing the projects of .mpp (Microsoft Project Plan) format in the Project Management module is added.

Improvements

Asset Management

– While identifying the unique asset, multiple Hardware Asset Network Adapter MAC Addresses will now be checked, and accordingly, either the details will be updated in the existing asset, or a new asset will be created. Note: This is applicable for WMI and SSH protocols (Windows, Linux, and MAC machines).

Patch Management

– The Windows Agent will now send all the missing patches in one go. Previously, it sent 50 missing patches per batch.

Reports

– The Summary Report now displays the CPU and Memory details of Hyper V and VMware machines.

Other Improvements

– The default value of the Run UC option is set as “disabled” wherever the Run SLA option is disabled. It is applicable for the “Open” status in Request and Problem modules, and for the “Requested” Status in Change and Release modules.

Release Date: 9th June 2023

What’s New?

New Features

– Support for inserting pre-configured Addresses in the Purchase Order is added.

– Support for adding System Fields in the Custom Dropdown and Dependent fields is added for all the modules.

– Support for mapping system field/custom field to custom field/system field is added.

– Support for HyperV discovery using Discovery Service and Poller is added.

– Support for Airgap patch management is added.

– The tab Do not Disturb is added to the Edit User Profile page of the Technician Portal.

– A technician can update one’s signature from the Edit Profile

– Support for Custom Header Key and Value is added to the Run Webhook Action of Workflow.

– Support for OAuth is added to Webhook and API form.

– Support for the Consumable Assets type is added to Asset Management. Consumable assets refer to all the IT and non-IT assets that can be allocated in bulk and discarded after a single use. For example, Mouse, paper, pen, etc.

– Support for setting the date and time format for all the users is added.

– Support for adding the Excluded Time to Business Hours is added. This field enables the exclusion of certain days from the business hours calculation.

– Support for the following custom fields is added to the SLA condition in Request, Change, Problem, Release, and Service Catalog modules:

1. Dynamic (Incident and Service)
2. Rich Text Area (Incident and Service)
3. Text Area
4. Text Input

– The condition Template can be configured in Workflow, SLA, and Scenario for all the supported modules.

– The following conditions can be configured for the SLA.

Request and Service Catalog:

1. 1. Created Time
   2. Incoming Mailbox
   3. Reopen Count
   4. Requester
   5. Requester Department
   6. Request Email
   7. Requester Location
   8. Requester Manager
   9. Subject
   10. Tags

Problem and Release:

1. 1. Subject
   2. Technician Group
   3. Reopen Count
   4. Tags
   5. Requester Email
   6. Requester Department
   7. Requester Location
   8. Requester Manager

Change:

1. 1. Subject
   2. Technician Group
   3. Reopen Count
   4. Tags
   5. Target Environment
   6. Requester Email
   7. Requester Department
   8. Requester Location
   9. Requester Manager

– Support for creating print templates for the Purchase Orders is added.

– Support for creating password-protected reports, attachments, and attachment links is added.

– The Vendor system field is added to the below forms:

– Support for Vendor System Field is added to the Service Catalog Form.

1. Request Form
2. Problem Form
3. Change Form
4. Release Form
5. Project Form
6. Incident Schedules
7. Templates of all the modules

– Support for downloading the Survey Summary in Excel and CSV format is added.

– The following features are added to the Request and Service Catalog Categories:

1. Support for inserting a placeholder in the Category Prefix is added.
2. The maximum length of Category Prefix is changed from 5 to 24 characters. It supports all the characters, including dot (.), hyphen (-), and forward slash(/).
3. The preview of the category prefix is now available.
4. Support for setting the request’s Default Category Prefix and Starting Number is added. Also, its preview is available.

– Support for the Tasks module is added to Dashboard.

– Support for the Show Dialog Rules action is added to the Custom Rules.

– The images in the tickets can now be viewed in full-screen mode by clicking on them.

– The following features are added to SLA:

1. Support for the Underpinning Contract (UC) SLA type is added.
2. The Fields like Type, Owner, Vendor, and Attachment are added.
3. The percentage option is added to the Escalation duration.

– Support for Run UC in Request, Problem, Change, and Release Status is added.

– The SLA tab is added to the Request, Problem, Change, and Release Details pages. In addition, it displays the history of the SLA applied.

– The Request Forward option forwards the prepopulated original ticket description, subject, and attachments.

– The previous email trail is now added to the Forward email.

– Support for forwarding the below Request conversation types is added:

1. Reply to Requester
2. Reply to Technician
3. Forward

Improvements

Dashboard

– The “Computer – OS Name” option is added to the X-axis field while creating a Dashboard Widget for Hardware Asset Module > Computer Asset type.

Request Management

– Support for adding unlimited custom fields in the Request and Service Catalog is added.

Asset Management

– The option Generate Barcode is renamed to Add & Print Barcode while performing bulk operations.

– The following logs are now available on the Configuration Audit page.

1. Poller Added
2. Delete Poller
3. Mobile Agent Added
4. Discovery Agent Added

Purchase Management

– The “Software Asset” option is added to the Asset Type field in the below sections of the Purchase Details page:

1. Receive Items page
2. Relations tab > Add Relations (Asset) page.

Patch Management

– Support for bulk delete operation is added to the End Points Scope of Admin Patch Management. Also, the Architecture column is added to the End Points Scope details.

Project Management

– The Name filter is added to search on the Project List page.

Reports

– Support for downloading the Plugin Report in Word format is added.

Security

– The User Sessions list page displays the Browser Name from which the user is logged in to the ServiceOps Portal.

Other Improvements

– Support for resizing and aligning the image is added to the editor for all the modules.

– All the image attachments in the ticket can now be printed based on the size set in the description.

– The note can be viewed while approving or rejecting an approval request from the email client.

– The Approval success message sent from Email and Web App is updated. The updated message is “Approval Request has been <<Approved/Rejected>> successfully”.

– The System User is now displayed in the report for all the modules.

– The Submit button in the Approve/Reject Note page is replaced with Reject/Approve

– The following audit logs are now available on the Configuration Audit page:

1. Agent added
2. Poller added

– Support for setting the email header and footer for all the Outgoing Emails is added.

– If the custom Required Note Rules are applied for the Project and Purchase modules, the Rich Text Editor now opens for adding a note while changing some fields on the list page.

– If the Required Note rule is applied, the Rich Text editor appears for adding a note on the Project and Purchase List page.

– In the editor, the knowledge content or link is added at the mouse pointer’s location.

– Support for updating the below custom fields in bulk operation is added for the Request, Problem, Change, Release, and Project modules:

1. Text Input
2. Dropdown
3. DateTime
4. Number
5. Radio
6. Dependent

Release Date: 9th May 2023

What’s New?

New Features

– Support for exporting the archived assets (Hardware, Software, and Non-IT) is added.

– Support for Rich Text Area Custom Field is added to the Request and Service Catalog Form. Also, this field will be available in the condition and action fields of all the modules.

– Support for Search Preference is added to the System Preference page.

– Support for the following Service Catalog fields is added to the Request Search filter of the Technician Portal:

1. Service Category
2. Service Catalog
3. Service Custom Field

– Support for the following Highlight Text options is added to the Rich Text Editor:

1. Text Color
2. Text Background

Workflow Improvements

– Support for the following trigger events is added to the Request and Service Catalog Workflows:

1. When reply is sent by Requester
2. When reply is sent by Technician

Release Date: 28th April 2023

What’s New?

New Features

– Support for the STUN/TURN server is added to RDP Configurations.

– Support for importing multiple Service Requests in bulk through Technician Portal is added.

Dashboard Improvements

– The Select Values option is now available for the applicable fields of X-Axis dropdown while creating a Widget in the Dashboard. Also, it is available while including a Chart in the Report.

Service Catalog Requirements

– Support for allowing the requesters to link the assigned assets with the Request from the Support Portal is added.

– The “Fill From Template” field appearing on the form of the respective module can be hidden.

Project Improvements

– Support for deleting the task predecessors and successors in the Project is added.

Support Portal Improvements

– Support for Importing and Exporting the Incident Requests on the Support Portal is added.

Users

– Support for allowing the Tenant and Super Admin users to set a password for a technician is added.

Release Date: 22nd March 2023

What’s New?

New Features

– Support for rich text is added in Chatbot.

– The “Tags” field is added to the Column Selection of the Request List page.

– Support for aggregating the Time fields, like Closed Time Duration, in the tabular report is added.

– The following additional controls are allowed for “Delegate Approval” functionality,

1. The administrators can allow the technicians or requesters to delegate their authority by enabling the “Allow to Delegate Approval” parameter from the Technicians or Requesters page.
2. The administrators can allow the managers to delegate the approval authority of a member to another member by enabling the “Allow to Delegate Approval for Team” parameter from the Technicians or Requesters page.
3. The managers or administrators can delegate the approval authority from the My Team

– Support for WhatsApp Chatbot is added.

– Support for creating and applying the Change Form Rules to the Change Request form is added.

UI Improvements

– The user interface of the Support Portal is enhanced.

Dashboard Improvements

– The following improvements are made in the Dashboard:

1. Support for creating and cloning a dashboard is added. This can be done using the More Options icon (3 dots) on the Dashboard page.
2. The OOB Dashboards can be enabled or disabled but not edited or deleted.
3. Only custom Dashboards can be deleted.
4. The Customize button is available only for custom dashboards the logged-in user creates.
5. The screen can be downloaded in PNG and PDF format.
6. The Dashboard can be exported and shared as PDF via Email.

Request Management Improvements

– The following tabs can be disabled using the Request Form Rule when the “Rule Execution On” is set as “On Edit” and the “Rule Event” is set as “On Form Load”:

1. Work Tab
2. Task Tab
3. Approval Tab
4. Relation Tab
5. Work Log Tab
6. Notification Tab
7. Request Information Tab
8. Integration Tab

Change Management Improvements

– The following tabs can be disabled using the Change Form Rule when the “Rule Execution On” is set as “On Edit” and the “Rule Event” is set as “On Form Load”:

1. Planning Tab
2. Collaboration Tab
3. Task Tab
4. Approval sTab
5. Relation Tab
6. Work Log Tab
7. Notification Tab

Support Channels Improvements

– Support for uploading the Chat Bot logo has been added.

– A new section, “On reply received from requester for closed request,” is added to the Admin > Support Channels > Email > Email Preference This enables reopening or creating a request based on the selected option. The options are:

1. Add reply to request
2. Reopen request and add reply to request
3. Create new request

– Support for the OAuth protocol to authenticate the Outgoing and Incoming Email Servers is added.

– An option Notify CC User is added in the email notification “Notify technician when Requester Replies to Request”. This enables to notify the CC users along with the technicians.

Asset Management Improvements

– The following improvements are made in the Asset Unique Identifier for SSH and WMI parameters of Admin > Organization > System Preference > Asset Preference tab:

1. The option Serial Number is renamed to Motherboard – Serial Number.
2. A new option Hardware Properties – Serial Number, is added.

– Multiple Non-IT Assets can be selected while adding a Relationship to Hardware Asset.

– The following fields are added to the Column Selection:

For Hardware Assets:

1. Audit Date
2. Serial Number
3. Warranty Expiration Date

For Non-IT Assets:

1. Audit Date
2. Serial Number
3. Warranty Expiration Date

– The following fields are added to the Search filter for Hardware Assets:

1. Audit Date
2. Warranty Expiration Date

Contract Management Improvements

– Support for notification schedule in the “Notify when Contract is about to Expire before days” email notification is added. You can set the number of days and intervals within which the notification email should be sent to the user. Also, the field “Notify Interval (Days)” is added to the Expiry Reminder tab of the Contract Details page.

– The Asset(s) tab on the Contract Details page is renamed to Relations. It displays the relations of the Contract with the Requests, Assets, and Purchase orders.

MSP Improvements

– The auto assignment of tickets among the technicians will occur based on the requester’s company.

– Support for restricting the technicians from accessing data based on the selected company is added.

– Support for customizing the settings for each Support Portal is added.

– The Support Portal condition can be selected while creating a Request Form Rule or Service Catalog Form Rule.

SSO Improvements

– The user interface of the SSO Configuration page is enhanced to support the multiple SSO functionality. This is achieved using the following three tabs:

1. Identity Providers: You can add and manage multiple identity providers.
2. User Imports: You can import the users using different services like OKTA, Azure AD, etc. Also, you can view the import history or create a schedule for retrieving the imported users.
3. SSO Preference: You can set the preference for SSO users.

Users Improvements

– Support for blocking and unblocking multiple users (technicians and requesters) in one go is added.

– Support for resetting the Email Address and/or Logon Name of the archived technicians and requesters is added.

My Approvals Management Improvements

– The following improvements are made on the Approval List page:

1. The column Requester is renamed to Requested By
2. Added Name and Description
3. Support for exporting the approvals list is added.
4. Support for refreshing the approvals list with the latest approvals is added.
5. Support for sorting the columns like Name, Status, Type, Requested By, and Created Date is added.

Other Improvements

– Support for the Third Party Authenticator app like Google Authenticator, Microsoft Authenticator, Authy, and Duo is added for the Two-Factor authentication method.

– Support for sorting columns is added in modules like Software Licenses, Software Meter, Contracts, Patches – Computers, and Packages Computers.

– Support for the “Custom Fields” placeholder is added for Subject in the Service Catalog. The types of custom fields supported are Text Input, Dropdown, Datetime, Number, Radio, and Dependent.

– Support for selecting multiple currencies is added.

– Support for the following operators is added to the Date and DateTime type of fields:

1. Exactly Next
2. Exactly Last
3. Within Next
4. Within Last
5. Between Next
6. Between Last

Release Date: 12th January 2023

What’s New?

UI Improvements
– Support for setting the text font size in the application is added.

Request Management Improvements

– The tab key now works in the sequential order in the Request Create form.

– The Request Form Rule now works on the Details page, also. Previously, it worked on Create and Edit pages only.

Support Channels Improvements

– Support for selecting a Category while creating an Incoming Email Server is added.

Patch Management Improvements

– Support for mac OS patch management is added.

Other Improvements

– Support for the Spanish and French languages is added.

– The maximum upload file size is displayed while attaching a file. This is applicable in all the modules.

– Support for rich text is added in the note description while approving or rejecting a ticket in the My Approvals module.

– The Relations tab is added to the My Approvals Details page. It is available for Request, Problem, Change, Release, Purchase, and Asset (Linked Events) modules, respectively.

– The Current Date option can be selected while setting the Default Value for the Custom Datetime This is applicable in all the modules.

Release Date: 21st October 2022

What’s New?

New Features
– MSP (Managed Service Providers) Support: The MSP feature allows the service providers to support multiple clients with a single ServiceOps instance. The service providers can create multiple customized Support Portals as per the end client’s preference.

– Multi-Tenant Support: With multi-tenant support, the user can create multiple tenants, and serve more than one customer with a single ServiceOps instance. Each tenant can be customized as per the customer’s preference.

UI Improvements

– Support for exporting the Dashboard in PNG format is added.

– Support for uploading a dark theme logo is added.

– A complete guide to set up the ServiceOps can be viewed using the option Product Guide.

Request Management Improvements

– The Requester field is kept blank by default while raising a Service Request from the Technician Portal.

– Support for creating a Requester Group with User Custom fields in Conditions is added. Note, all the custom field types except for Text Area are supported.

– Support for importing requests via a CSV file is added.

– Support for printing the Approval and Request Information details is added.

– Support for Smart Suggestions is added to the Request Management module. It enables to view the suggestions generated by ServiceOps for fields like Technician Group and Category based on the model built. Also, suggestions for knowledgebase and response templates can be viewed.

– Support for fields “Resolved By” and “Closed By” is added to the Request list page and Column Selection.

– While adding or editing fields (Custom and System) in the Request Form, permissions can be set for technicians and requesters. Based on these permissions, the technician or requester can fill in the details while creating a request.

– The following fields are added to the Request Form Rule and Service Catalog Form Rules:

1. Rule Execution On: This enables to execute the form rule at the time of Create, Edit, and Create and Edit.
2. Rule Applicable For: This enables to select the users for whom the rule should be applied. The options are All Users, All Technicians, and All Logged-in Users.
3. Rule Event: This enables to set on which event the form rule should get executed. The options are: On Form Load, On Field Change, and On Form Submit.
4. The fields in the Conditions dropdown are grouped into Request Fields, Requester Fields, and Logged-in User fields. Also, support for the Subject field is added to the Request Form Rule Conditions.

– The following custom fields are added to the Feedback Form:

1. Rating
2. Numeric Scale
3. Boolean

– The Request Status appearing on the Technician and Support Portals can be defined separately. For example: The request status “In Progress” for Technician Portal and be defined as “In Process” for the Support Portal.

Asset Management Improvements

– Support for the following fields is added to the Hardware Asset CSV Import file:

1. Used By Logon Name
2. Cost Factor
3. Purchase Date
4. Amount
5. Finance Description

– The USB Port details can be fetched for Windows assets.

– Support for creating USB Configuration Deployments is added. This enables to control the accessibility of USB devices.

– Support for booting the computers remotely using the Wake On LAN (WOL) standard is added.

– Support for discovering the Oracle Solaris OS is added.

– Support for Debian OS in Agent based and Agent Less Discovery is added.

– Support for Linux Oracle OS Version 7, 8, and 9 is added in the Asset and Patch Management.

– While creating a Network Scan, support for importing the IP Addresses via a CSV file for the option “Specific Set of IPs” is added.

Patch Management Improvements

– Support for “Reboot Required” condition is added to the Dashboard, Reports, and Patch Management module.

– Support for Debian OS version 8, 9, 10, and 11 patch management is added.

– Support for Ubuntu 22.04 (Jammy) and Ubuntu 22.10 (Kinetic) patch management is added.

– The “Partially Installed” patch details are now available in the email notification sent to the user once the patch deployment process is completed.

Package Management Improvements

– “Pre and Post Deployment” actions can be added while creating a Package.

– Support for Linux and Mac OS package management is added.

Report Improvements

– The column “Violated SLA Name” can be selected while creating a tabular report.

Workflow  Improvements

– Support for “Service Category” condition is added to the Request Approval Workflow.

– Support for unary operators like Blank, Empty, and Null is added to the following custom field types. It is applicable in the entire portal where these fields are used. For example: In the Search bar, reports, Dashboard etc.

1. Text Input
2. Text Area
3. Dropdown
4. Radio
5. Checkbox

– Support for the below actions is added to the Request and Service Catalog Workflows, and Scenarios:

1. Send Reply to Requester
2. Set Auto Assignment Round Robin
3. Set Auto Assignment Round Robin Login Technician
4. Set Auto Assignment Smart Balance
5. Set Auto Assignment Smart Balance Login Technician

Email Notification  Improvements

– Support for “Asset Serial Number” placeholder is added for Assets in the Event Notifications.

– Support for sending email notifications on the detection of change in IP Address is added.

– A notification template “Notify Subscribers upon USB Device Detection” is added to the Asset Event Notifications.

Users  Improvements

– Support for importing Office 365 users to the ServiceOps is added.

– The failed reason for the LDAP users not imported can be viewed.

– The field “Status” is added to the Column Selection and Search bar of Technicians and Requesters list page respectively.

Support Channel Improvements

– The below options are added to the Support Portal page:

1. Allow Requester to Create Incident on Behalf of Other Requester
2. Show Approvals tab (in Request Detailed View) in Support Portal

– The approval status of the ticket can be viewed on the Request Details page of the Support Portal.

– Custom fields can be displayed or hidden using Column Selection on the Request List page of the Support Portal.

Support Channel Improvements

– Support for allowing the non-login users to access the Chatbot for features like AD self service, is added.

Other Improvements

– Support for Kanban view in the Requests and Tasks list page is added. Also, the Kanban Column Selection icon is added to view the columns based on available status.

– A new option “First Approval” can be selected in the “Set Individual Decision Type” parameter while creating an approval. This is applicable in all the modules.

– Support for hiding the system fields like Location, Department, etc. in Problem, Change, and Release module is added.

– Support for creating tasks based on schedules is added. This can be done from the Task Schedule sub-menu.

– Support for “Category” field is added to the Mandatory Field section of the following Custom Rules:

1. Request Custom Rules: Resolved and Closed Rule tabs.
2. Problem Custom Rules: Resolved and Closed Rules tabs.
3. Change Custom Rules: Submitted, Planning, and Implementation Rules tabs.
4. Release Custom Rules: Submitted and Planning Rules tabs.

– Support for the following actions is added to the Request, Problem, Change, Release, and Asset modules of Workflows, and Scenarios:

1. Send an Email to Technician’s Manager
2. Send an Email to Requester’s Manager
3. Send an Email to Department Head
4. Send an SMS to Technician’s Manager
5. Send an SMS to Requester’s Manager
6. Send an SMS to Department Head

– Support for the following actions is added to the Request, Problem, Change, and Release modules of SLA:

1. Send an Escalation Email to Technician’s Manager
2. Send an Escalation Email to Requester’s Manager
3. Send an Escalation Email to Department Head
4. Send an Escalation SMS to Technician’s Manager
5. Send an Escalation SMS to Requester’s Manager
6. Send an Escalation SMS to Department Head

– The Problem, Change, and Release requests can be printed.

– The Calendar option is added to the right-hand side of the Create New button. It displays a list of requests and tasks that are due within the selected time range.

Release Date: 20th May 2022

What’s New?

UI Improvements

– The values of the bar and line graphs are made static on the Dashboard and Reports page.

– Support for customizing the static pages is added. For example: Login page, Password Reset page, and Error page.

– Support for blocking specific file types as attachment is added.

Request Management Improvements

– Support for placeholders like Merged Date, Resolved Date, Closed Date, and Diagnosis is added for requests in the Event Notifications.

– Support for placeholders like Requester Name, Created By Name, Service Name, Service Category, and Service Cost is added for Subject while creating a service request.

– Custom prefix can be added for Incident Request categories, its sub-categories, and the service catalog categories.

Asset Management Improvements

– The Used By column on the Hardware Assets list page is now editable.

– Support for thin clients like HP T420, Dell Wyse Sx10, and Dell Wyse Sx50 is added for agentless discovery.

– Custom prefix can be added for the hardware, software, and non-IT assets.

– The shared folder details can be fetched for Windows asset in agent less and agent based discovery.

– Support for printing details like Manufacturer, Serial Number, and Model Number in the Barcode and QR Code is added.

– RDP agent for macOS is now available.

– Support for AWS and Azure cloud discovery is added.

Contract Management Improvements

– Support for additional fields like Expiry Reminder Emails, Notify Before Day(s), Expiry Reminder Status, and Expiry Reminder Technician, is added in the CSV file used while importing the Contract.

Patch Management Improvements

– Support for Windows 11 patch management is added.

Report Improvements

– Query type of reports can be created for all the modules from the Reports menu. This supports PostgreSQL select queries and will be helpful to retrieve data from more than one database tables.

– Missing Patch Details can be fetched in the patch reports.

Workflow  Improvements

– Support for Agent Last Sync Date condition is added in the Asset Workflow.

– A predefined email template can be selected when triggering a Send an Email or a similar action in a workflow.

– Support for Task Due In condition and Send an Email to Task Owner’s Manager action is added in the Task Workflow.

Email Notification  Improvements

– Multiple email reminders for events like When Asset Warranty is About to Expire, can be scheduled using the Notification Schedule option provided.

Users  Improvements

– The SSO users can be imported into the ServiceOps. Currently, this feature is applicable for Azure AD, OKTA, OneLogin, and Key Cloak service providers.

– Technicians with Global Restricted scope can view all the tickets but perform operation only on those that are assigned to them.

Support Channel Improvements

– Virtual Agent Integration with Telegram application is added.

– Support for WhatsApp and Telegram integration with ServiceOps is added.

– Outgoing Email Servers can be created with/without authentication.

User Survey Improvements

– A one-time survey can be scheduled using the Schedule Type option ‘Once’.

Other Improvements

– The Location and Department hierarchies are available below the respective fields in the ticket’s Details Page.

– Support for adding department hierarchy upto 5 levels is added.

– Values of custom fields (Dropdown list, Radio and Checkbox) can be added via importing the CSV file. This is applicable in all the modules.

– ServiceOps now supports IPv6 throughout the system.

– The option of asking an approval from the Assignee’s manager is available for Request, Problem, Change, and Release modules.

Release Date: 08th Feb 2022

UI Improvements

– Support of Colourful Themes is added where the colour of Support and Technician portal can be changed to match the organisation’s colour palette.

– Colour changes can be applied to primary and secondary colours, text and page background on the application platform.

– The option of choosing four pre-defined themes or individual colours for every component is available.

– Hex colour codes are also supported. Users can enable this Theme feature from Admin > Branding > Theme.

Dashboard Improvements

– Option to export dashboard widget as PDF, Excel, CSV, PNG, or JPG. Full- Screen view option for widgets is also added.

Request Management Improvements

– Support of Search Keywords for Requester is added.

– Also, Requesters can now search with different form fields or keywords for better filter results.

Asset Management Improvements

– Windows 11 agent is available for discovery, RDP and VNC services.

– Linux agent is improved to support the discovery of Zorin OS 15/16. Also, VNC service for Zorin OS is available.

– The Barcode number is now available in the Asset Grid View.

– Location History and Used By of an asset is now available in Asset Summary Reports.

– Used By is now a multi-select parameter since an asset can be assigned to more than one user.

Patch Management Improvements

– Support of OpenSuse versions 15.2 and 15.3 is added for Patch and Discovery.

– Linux Mint OS patch support is added.

Virtual Chat Agent Improvements

– Virtual Agent Integration with applications like Microsoft Teams and Slack is added.

– Unanswered Slack Bot responses are saved under Chat and can be used to train the virtual bot further.

– Pan controller is added in chat flow builder – to help zoom in/out, pan left/right.

Workflow Improvements

– Users now create a workflow to send a reminder email to receive feedback if they miss sharing the same when the incident was resolved.

– Support for Change in Location/ Department under Trigger Event of Request / Problem / Change / Release Workflows is added.

– Support for IP address in Trigger Event for Asset Workflows is added.

– Options From and To under Trigger Event for multi-select parameters are removed.

Other Improvements

– Support for Product Installation on Ubuntu 20.04.3 is added.

– Additional support of Arabic Language includes displaying the UI from right to left.

– Category hierarchy is visible in the Other Info section of Request, Problem, Change and Release Management Modules.

– Project List has a checkbox to select and archive multiple projects now.

– An indication of Execution Completion Time under Data Archival and Purging rules are added.

– Brand Logo now supports GIF image format as well.

– Approver Details and Approval Stage Details columns are now available to be added in the summary report. Supported modules are- Request / Service Catalog / Problem / Change / Release / Asset and Purchase.

– IP Address Restriction feature is added where only an authenticated user can only log in from the specified IP Range once this feature is enabled. All the changes in IP Address Restriction including Failed Login attempts are captured in Configuration Audit. Users can enable the feature from Admin > Organisation > Security > IP Address Restriction.

– Multiple Outgoing Mail Servers feature is added for configuring multiple outgoing email servers to make the email notifications department specific. Enabling this ensures that emails received from a specific incoming email server are replied from its corresponding outgoing email server only. Alternatively, if the incident is logged manually, the outgoing email server marked as ‘Primary will send the email notification.

Release Date: 16th Nov 2021

 Linux Patch Management Support 

As part of the Patch Management module, the following Linux OS are now supported: 

– RedHat Workstation Versions 7 and 8 

Chatbot Support Added 

ServiceOps supports AI Chatbot. Admin can enable support for Chatbot for the end-user to automate routine tasks and improve team productivity. As per organization needs, Admin can configure various custom workflows to be handled by the Chatbot. 

Patch Management Improvement 

– An agent can be configured to download the patch directly from the internet if the file server is not reachable. 

– Patches can be manually uploaded and pushed to the endpoints. 

– Users can specify the bandwidth limit that the agent can use while downloading the patch from the file server. Similarly, a bandwidth limit can be set for the file server while downloading the patch from the internet. 

Request Module Improvement 

– If more than one technician is viewing the same request simultaneously, details will be shown to the end-user about all current technicians who are viewing. This will help technicians to avoid duplicate work. 

– Operational Level Agreement (OLA) support has been added. 

– The requester can create a service request on behalf of another requester. 

Automatic Installation / Up-gradation of Agents 

– Agents can be installed/upgraded from the admin module within the application itself. 

Dark Theme Support for UI 

– ServiceOps supports Dark themes in addition to the default theme. 

Asset Management Improvements 

– Software licenses can be imported in bulk through CSV. 

– Mobile devices (iOS and Android) discovery support is added. 

– Permission can be managed separately for IT and Non-IT assets. 

– Notification support is added if the asset does not report to the server in a specified time duration. 

– Hardware change notification can be configured at the component level.

Release Date: 9th Aug 2021

New Feature/Improvements

Linux Patch Management Support

– As part of Patch Management module, following Linux OS are now supported:

– Ubuntu Versions 16.04, 18.04, 20.04, 20.10 and 21.04 CentOS Versions 7 and 8

– RedHat Server Versions 7 and 8

Asset Management Improvement

Asset Baseline feature is added as an improvement which represents the correct state of the Asset (CI and CI Components) that can be reviewed and agreed. Here, Baselines helps the asset manager to define set of attributes that all instance of a same asset types should have. Baseline mainly focuses on the attributes that one can expect assets to share in common and does not include variables. Establishing a baseline is necessary to back out after a change and restore the original configuration or rebuild a specific version of the asset at a later date.

Asset Movement Improvement 

Assets are required to send out of premise for Repair work and later the same asset or its replacement needs to be collected. To keep track of such asset movements in and out, the support of Asset Movement Tracking  functionality is added. A mandatory Approval is also required for the complete tracking process.

Dynamic Form Rules

Extra options are added in Incident / Service Catalog forms to make it more dynamic. Here fields can be marked as mandatory/non-mandatory, enabled / disabled and show / hide based on various conditions. All request form rules will only be fired during request creation from support portal and technician portal. These rules will not be applicable in request creation through APIs / integrations.

Automatic Uninstallation of Prohibited Software 

As per organization policies use of certain software is restricted and are categorized as Prohibited. Software can be marked as Prohibited automatically during discovery based on rules or manually after discovery. On detection of prohibited software installation, system already has provision to intimate to relevant party/authority by sending notifications for un-installation from that particular machine. But, currently un-installation of prohibited software from the managed endpoint is manual process. Thus, here the auto-uninstall feature allows to automatically remove the software within a specified time frame, once detected in the end point.

Remote Desktop Improvement 

Support of Chat, File transfer and Video Call is added during the Remote Desktop session carried out by technicians.

Dashboard Improvement  

Currently system supports only one global dashboard for all users which Individual technician can customize as per requirement. Now each technician will have option to create multiple dashboards as per their need.

Support for Non-Login Technicians 

Sometimes, field technicians who do not login are also working on requests which are called non-login technicians. Thus, support of these type of technicians is added as a feature and will be considered same as normal technician but will not be able to login to portal and will not be counted against the number of user license count. Non-login technicians will be able to receive all notifications and they can be assigned requests and other modules.

Customized Request Email Notification templates for Service Catalog 

Right now, email templates are common for Incident and Service Catalog. Now user will have option to override email templates for each service catalogs. This will allow user to include fields from service catalogs in email templates.

Release Date: 11th May 2021

New Feature/Improvements

Patch Management 

Patch Management Module automates windows updates deployment to geographically distributed remote end points of the organization from the central location.  Applications supports end to end life-cycle management of different category of windows patches such as Security Updates, Non-Security Updates, Antivirus Definition Updates, Roll-ups, Service Pack and Feature Pack updates for both client and server OS. Some of the key features of patch management are,

– Local Patch Catalog with latest vulnerabilities.

– Automated Vulnerability Scanning and Assessment of Managed End Points from Central Location

– Testing and Approval support before patch distribution to network computers.

– Support of Declining certain application patch installation to particular group of computers.

– Flexible deployment schedule support for installation of patches on a convenient day and time.

– Automated Patch Deployment and  Deployment Progress Notifications support

– Patch Rollback/Uninstallation support

– Patch Compliance Reports

Deployment Management  

Deployment management module provides support of remotely deploying windows software packages and windows registry changes on managed endpoints of organization from central location.  Software Package Deployment capability automates the process of remotely installation/uninstallation of windows software package on managed endpoints. An automated software deployment helps software distribution to large number of endpoints without manual intervention which saves time and effort of technician.

Similarly support of registry configuration deployment capability allow to automate deployment of manipulation of registry key value changes of computer remotely, for various use cases such as Disabling automatic patch updates or third-party software updates.

Following are the some key features,

– Software Package Repository to maintain all the windows packages  of different types (Exe/MSI/MSP) required by the organization at one place.

– Installation/Uninstallation of application using same package.

– Installation/Uninstallation of application as a specific user.

– Flexible deployment schedule support for installation of software packages on a convenient day and time.

– Registry configuration changes remote deployment for fine tuning behavior of Windows OS components, Software and Hardware.

– Deployment progress updates notification support.

Project Management  

Project management module enables central management and control of multiple IT projects of the organization.  End to end life cycle of IT Projects can be managed in efficient and controlled manner using this module. Following are the key capability of the module,

– Cross Project View support to gain complete real time visibility of project progress with % work completion and due date of all the ongoing projects.

– Seamless Project Team onboarding and collaboration.

– Capability of associating IT Assets, Procurements, Request, Problem and Changes with Project for better tracking of any delay.

– Comprehensive Project Plan creation support by adding Milestones, Task Groups, Task Ordering and Tasks Dependency using Project Planning Interface.

– Gantt Chart Support to monitor overall project progress.

– Task Management and Notifications support.

– Project Reports and Dashboards.

SCCM Integration Support for IT Assets Import 

ServiceOps now supports integration with SCCM(System Center Configuration Manager) for fetching IT Assets details of organization. ServiceOps fetches Hardware and Software details of the Assets along with the users associated with the asset at regular interval from SCCM.

Agent Based Discovery – Location Tracking Based on IP Address 

Location mapping support for the different IP address range is provided, in order to track the location of IT asset in the organization network for the cases of Agent Based Discovery.  Location of the Asset will be updated automatically based on the mapping if IP Address of the discovered asset is changed.

Asset module Improvements for Operational Efficiency 

For operational flexibility following improvements are done in Asset module.

– Asset Dashboard and Reports support of Agent fields and Computer System Manufacturer fields in qualifications  is added along with Today parameter value support for Hardware warranty expiry qualification.

– Suppression of Change Log Notifications on “Network Adapter” and “User Name” fields update.

– Support of marking Asset Custom Fields as Mandatory is added.

– Asset Summary Report support of Notes captured against asset.

– Hardware Asset searching support based on Agent Id is added.

– Software License module support on Dashboard is added.

– Software License Reports Over Utilized and Under Utilized fields support in qualifications is added along with Today parameter value support for Expiry Date.

– Software License searching based on expiry date is added.

Request Module Improvements 

Support of considering only Online Technicians for Request Auto assignment is provided.

– Technician availability status support is added during manual request assignment to technician.

– Support of appending last reply details is added in Request Reply Email.

– Separate Request Notification Templates for ccEmail users are added.

– Support of adding Solution as Knowledge base is provided.

– “NMS” and “Mobile App” is added as request source with default installation.

– Subject Field support for Request searching.

– To support shift based request assignment, “Created Time” parameter is added in Request workflow qualifications.

Change Module Improvements  

Calendar view support is added for change management. Based on change schedule change details will be displayed on the calendar.  Also, support of Change Conflict Detection is added at the time of change creation and on change schedule updating. List of conflicting changes will be displayed based on selected change start and end date.  Creating Change Request on behalf of Requester is enabled. Till now only Technician was allowed as Change Requester. Same change is also done for Problem and Release also.

Relationships Improvements For Request, Problem and Change 

On problem closure support of closing associated requests is added. Similarly on Change Closure support of closing associated problems and requests is added. To support this behavior, additional actions are added in Problem and Change workflow. Relationship count support is added on details view of the Request, Problem, Change, Release and Assets to highlight relationship to Technicians. Related Items count support is also added in Report and Dashboards.

Additional Integration REST APIs support 

To improve product integration capability following REST APIs are added:

– Service Catalog REST APIs are published for Requesting Service from Third Party Integration.

– Support of Sending Attachment for Service Catalog and Asset REST APIs

– Integration Framework – IP Based Rate Limit support for overload protection.

Support of Approval Request Delegation to other user is provided 

Capability of delegating Approval Request to other users is added. User can delegate approval request raised for him to other user for specific duration. Also on support portal additional information is added for Problem/Change/Release Approval Requests along with Approval Requester name at the time of viewing approval details.

Automation Workflow Improvements 

Run Webhook Action support is now extended for Problem/Change and Release module, in order to notify entity update changes to third party application.

– Service Catalog Workflow service request custom fields support as placeholder in Email and SMS action.

– Auditing support for Workflow Action Send Email and Send SMS is added.

Report – Exported/Downloaded History and Word Format Support 

Support of maintaining history of exported/downloaded reports is added for auditing purpose. Report details such as Report Name, Event Time and User who has downloaded/exported reports will be captured in the history and can be viewed in report detail and same exported file copy can be downloaded from the history. In addition to existing report format now support of Word Format is added for report download/export.

Auto Refresh Support for Dashboard 

Auto Refresh capability is added for the Dashboard KPI and Widget. Now with this new improvement user will be able to set auto-refresh interval of dashboard as per his/her preference and based on the configured interval dashboard will get automatically refreshed and show latest details. Till now only manual refresh was supported.

 Support Portal Improvements 

 Now Requesters can view Change Requests on the Support Portal.

– Flexibility of resubmitting Request Feedback is added. Also customization support for Feedback Ratings Labels is added.

– For customizing display on links on support portal, option of hiding “Knowledge”, “My Approvals” and “Service Catalog” is added.

– “Most Search Keywords” in Knowledge base are made clickable.

User Login Security and Application Security Related Improvements 

For strengthening security compliance of product following improvements in the application security and user login security are done.

– “CAPTCHA” support on Login, Change Password and User Registration pages. Both Online and Offline “CAPTCHA” are supported.

– User Password Encryption Methodology Improvement.

– All password fields are encrypted during data transfer between web browser and application, also all passwords stored in the database are encrypted.

– Web Application Security Compliance Points Implementation.

– Audit support for User Session Auto Logout.

– Support for Forcefully Terminating Ongoing User Session.

Google Sign-In Integration Support 

Google Sign-In integration support is added in order to provide OAuth based secure authentication flexibility to the organizations having google account. This feature eliminates the need for remembering multiple password by the user. In case user account is not available in ServiceOps, new requester user account will be created on the fly with Verified status.

LDAP Integration Improvements 

In existing LDAP integration process following improvements are done:

– Capability of importing users added under a particular group is added.

– In user import process, LDAP source is given higher priority over manual user creation. This behavior will override authentication source of users to LDAP from Local, which are created manually but found in LDAP import also.

Technicians searching support which are on “Do not Disturb” mode. 

On Technician List page support of DND field in search qualification is added for convenient filtering of Technicians that are having “Do not Disturb” mode enabled.

Product License Renewal Reminder Notification Support 

Support of ServiceOps Product License Renewal reminder emails to Admin Technician is added. License renewal reminder email will be sent to Admin Technician user on daily basis starting from last 15 days of license expiry. Notification will be sent both for Trial and Production license.

Release Date: 29th October 2020

New Feature/Improvements

User Survey Management

User Survey module provides easy and streamlined way to collect comprehensive data about various key parameters. It provides benefits like,

– Comprehensive data collection from targeted survey audience.

– Faster decision making on service improvement based on collected response assessment.

– Consistent experience in all service assessments.

– Creating, scheduling, and sending surveys from a single interface by all Agents or managers can. It can reduce the burden of the survey administration process.

Active Directory Self Service

Active Directory Self Service reduces the load on IT technician, by allowing self-service of active directory reset password and unlock account to their domain user.  This feature allows domain user to perform self-password reset or unlock account activity from support portal by satisfying validations and identity verifications questionnaire answered during enrollment.

SAML-SSO Integration Support

ServiceOps is now available with Security Assertion Markup Language (SAML 2.0) based Single Sign On (SSO) capability, in addition to the existing authentication mechanism.  ServiceOps SAML-SSO solution is pre-integrated with major six Identity Providers such as OKTA, Onelogin, ADFS (Microsoft’s Active Directory Federation Services), Azure AD, Keyclock and WSO2.  This feature will help in an easy and faster integration of the ServiceOps application in the enterprise existing application stack. These capabilities provide benefits like,

– Facilitate easy and secure access to IT service on ServiceOps to organization users without separate credentials.

– Help IT teams by keeping authenticate users and control application access centrally.

– Reduce password maintenance and security overheads for managing ServiceDesk users.

Browser and Desktop Notification Support

Browser and Desktop notification support is added to timely notification to users about the updates on the relevant events on the Technician Portal and Support Portal.  Preference setting support for enabling/disabling different UI notifications is also provided to users for selecting required notification as per their needs.

This feature helps technicians to improve their response and resolution time, as with this feature they don’t have to continuously check the mailbox for any updates on related issues.  Also, Desktop notifications help to alert the technician, in case if he is working in a different browser tab or the browser is minimized.

SMS Notification Support

Support of HTTP based SMS gateway integration is added for sending SMS notifications to users over registered contact number for the updates related to assigned requests, in addition to the existing email notifications.  Support of SMS notification template customization is provided for request module notifications. To support SMS notification for other module events, Send SMS actions are added in Automation Workflow, Scenario, and SLA.

Multi-Language Support

Multi-Language support is added to localize the application for a specific target language. Language preference setting support is added at the organization level as well as the user profile level.  Logged in user will see all field labels and validations on Technician and Support Portal as per selected language.

Hierarchical Approval Support for Request

Approval process support of sending approval requests to the designated persons as per organizational hierarchy is added. Based on the requester and department tagged in the request, an approval requests can be sent to the respective manager of the requester and to the department head of the department tagged in the request.

Approval Decision from Approval Email

Approval decision enables users to provide approval on the request from the sent email notification of approval request. Links of Approval and Rejections of approval requests are embedded into the sent notification along with the request details. Users can directly respond by clicking on one of the links in the email, without login into the application.

REST APIs for Asset and User Management

REST APIs for Hardware, Software, Non-IT Assets, and User Management (Requester and Technician) are added for integration with third-party applications.

Bulk CSV Import Process Improvements

Improvements in the Bulk Csv Import process are done to resolve some bottlenecks in the existing process flow. Changes include:

– Separate data loading and processing of larger size data upload

– Processing summary download support of downloading processed records successfully and failed records are added.

– The history of all the uploaded CSV batches is maintained for audit purposes.

– Support of Bulk CSV upload is added for Product Price List and Request/Problem/Change/Release Categories.

Allowing Category and Dependent Custom Fields Selection

Configurable support is added to allow the selection of leaf node value of the configured category and dependent custom field’s hierarchy at the time of creation/updating of new Request or other entities.

Request Management Improvements

– Support of requesting service on behalf of other requesters is added on Technician Portal.

– Support of request duration tracking based on request assignment transition and request status transition is added. Support of the same also extended in the request reports.

– Support of viewing currently applied SLA on the request is added on the request detail view.

Support Portal Improvements

Improvements in the My Requests menu are done.

– Information such as Last updated date, feedback rating details is added to the List. Detail view and updating of custom fields are also supported with edit request operation.

– Support of Reopening Resolved Request is also added, till now only closed requests were allowed to be reopened. This feature can be enabled by changing settings from the support portal preference configuration.

User Management Improvements

Support of manually unlocking the user accounts which are locked due to repetitive failed login attempts is provided. Till now only automatic unlocking of accounts after serving locking period as possible.

User Identification fields validation changes are done for Requesters and Technicians as below:

For Technician users, one of the field Email or Logon name is made mandatory. Till now Email was a mandatory field.

For Requester users Email is made optional.

– For all users, in addition to the existing contact number field, two alternate contact numbers support is added. Added contact numbers must be unique across the users.

– Updating of user Email is now allowed, except for the LDAP users.

– As the Email field is made optional, few functionalities that have a pendency on email will not be supported for the users not having email addresses configured in their account. Some of such functionality are Sending of Verification Emails, Reset Password Emails, Notifications related to updates on associated request.

Manual Password Reset functionality is added to support “Reset Password” for requesters that are not having email configured in their account. Password reset is done manually by admin and shared with the ester, on the login requester will be asked to change his/her password first. To indicate the online availability on the technician portal, support of availability status is provided by showing related icons before the Technician’s name.

Product Licensing based on Concurrent Technician Login

To enable flexible product offering, support of ServiceOps Product licensing based on concurrent technician login is now supported, in addition to the existing licensing strategy based on the total number of technicians.

VMware Discovery Support

Auto Asset Discovery support of discovering VMware Host is added.  In auto-discovery, if VM machines on discovered VM hosts are found then an automatic relationship between VMware Host and VM machines will be created. Details of associated VM machines will be displayed in a separate tab of VMware Host asset details view.

Remote Desktop Process Improvements

ServiceOps technicians can now take RDP of end machines which are not in LAN. Till now RDP was only supported for machines that are part of LAN. This allows technicians to better support roaming assets.

Discovery Agent Improvements

– On each discovery, the agent will only send data that are changed compared to the last discovery which will reduce the load on network traffic significantly.

– In case if server is down, Agent will store data locally and send it again once server is available. This will make sure no discovery data is lost.

Configuration Support for Asset Status Change on Asset Discovery

Till now Asset Status change was done automatically on each discovery. The asset was marked as “In Use” or “Missing” based on discovery status. Now the user will have control to turn on/off this feature.

Mandatory Software Check on Scanned Asset

Support of automatic verification of mandatory installed software list on defined workstations at the time of scanning is added. If any of the mandatory software(s) found missing on the workstation on scanning then an alert email notification will be sent to the relevant party.

Asset Type and Location Wise Barcode Prefix Support

Now, it is possible to auto-generate different barcode prefix based on asset type or based on the location associated with the asset. This behavior can be enabled by changing the Barcode Auto-generation Strategy parameter in Asset preference.

In addition to this support of viewing Prefix wise auto-generated barcode range is provided, from where re-printing of the barcode is possible.

Improvements on Asset List Page

Hardware asset list support of searching based on serial number is added. Asset list searching support based on custom fields is enabled for global and asset type level custom fields. Asset list sorting support on Asset Id and Asset Name field is added. For hardware assets in addition to this sorting support on IP and Host Name field is also added.

Asset Workflow – Plugin and Webhook Actions Support

In Asset automation workflow support of Plugin and Webhook actions is added to improve integration capability with other products.

Request and Asset Report Improvements

Request Feedback reports support of additional information such as feedback custom fields are added. The time duration column display format is changed in Reports. Now time duration will be displayed in “hh: mm” format on report GUI as well as on exported reports.  In Software installation reports, now consolidated child software details are also considered. Till now details of only parent software were considered. Changes in report export functionality are done to improve the performance of exporting/downloading heavy reports.

Plugin Based Report Customization Support

Plugin capability is added for Reports, in order to cater custom report requirements of the client for custom report generation via GUI.

Cross-Browser Compatibility Support

Cross-browser compatibility has become one of the main priorities nowadays, and common requirement points for most of the clients. Now, with the new version, we have ensured the operating experience of product GUI with most popular browsers such as Google Chrome, Microsoft Edge, Firefox, and Safari with their last 2 versions.

Product Installation support of Red hat OS

ServiceOps application deployment was supported only on the Ubuntu Operating System. Now application deployment on the Redhat Operating system is also included.

Release Date: 13th July 2020

New Feature/Improvements

Release Management 

A release is a collection of related authorized changes to an IT service that are tested and introduced into the live environment together. Our Release Management module helps organizations to plan, build, test, and deploy controlled releases into their IT environment. Effective release management enables organization to add value by, 

– Better tracking and managing change and deployment activities. 

– Automatically notifying stakeholders at every phase of the release process. 

– Faster change delivery at optimum cost and minimum risk. 

– Assuring that users can use the new or changed service in a way that supports the business goals. 

– Improving consistency in the implementation approach across the business changes, service teams and end users. 

Purchase Management 

Our Purchase Management module helps organization to streamline and automate IT Purchases efficiently by managing complete life cycle of a Purchase Order from a single window with a structured delivery and approval process with following key features: 

– Comprehensive product catalog management of different vendors products with price, warranty and maintenance details.  

– Easy creation of purchase order by selecting required product from catalog and associating it with the relevant technician to create ownership. 

– Make purchase approval effortless with automated approval processes. 

– Communicate with vendors on placing orders, locating Purchase Orders, statuses, invoices, and payments. 

– Record invoices and payment details in the purchase order for future reference. 

– Automatic conversion of received items into IT assets with asset reconciliation capability to remove duplication of IT assets. 

– Keep tabs on vendors’ turnaround times for processing purchases to prepare for future purchases. 

– Reports to analyze Purchase trends, track supplier contracts, manage organization IT budgets and to monitor the health of supply chain. 

Live Chat Channel 

Chat is very critical to help-desk solution, It empowers requester’s with a convenient communication channel. Requester’s can get instant resolution by initiating a live chat session with support engineers, which leads to better user satisfaction. It also simplifies ticket resolution for technicians. 

Using our chat channel, 

– Enable end users to initiate a Chat session to raise a new ticket or follow up on an existing one. 

– Allow end users to share files, screenshots, and other relevant resources as attachments within the conversation. 

– Supports auto-responses to end users with customizable Welcome and Missed chat messages. 

– Support Chat console to view pending, ongoing or missed chat to support engineers. 

– Enable support engineers to quickly create tickets from chat conversations, transfer chats to other technician and close chats. 

– Chat also supports internal collaboration between support engineer. 

– Keeps the record of conversions in the form of chat history. 

 JIRA Integration 

– This feature is useful for better collaboration between support team and product/solution delivery team. It provides operational ease to support team in reporting issue or inquiry related to product/solution and to view updates on the reported issues.

– With pre-integrated JIRA, by entering few configurations details integration will start working. 

Software Usage Metering 

– This features helps to optimize managed software license requirement by tracking software usage on all installations.  IT teams can analyze the software usage pattern and decide about its renewal, upgrade or purchase of additional licenses. 

– In a way this feature reduces the manged software license cost by installing right software on right employee machine. 

Charts in Reports 

– Charts capability is added in reports for better visual analysis of data and trend identification of services. 

– For tabular and matrix reports by selecting required columns for charts, along with the row data, important summary can be viewed in the form of chart. Same view support is also extended in exported/downloaded reports. 

Pre-built Service Catalog Templates 

– Now with fresh product installation, pre-build service request templates for various business services such as HR, IT, Travel are available. Organization can start using them with minimal customization efforts, as per their needs. 

 Advance Custom Fields Capabilities 

– Support of API/Lookup Fields, System Managed Fields and Dependent Fields are added in custom fields framework, in order to mitigate the advance integrations business requirements without changing product code. This reduces major implementation time in the projects. 

– API/Lookup Fields capability can used for key entities which are managed by the third party applications, but need to be validated/fetched at the time of request creation. 

– System Managed Fields are reference fields information which are pushed into the system along with the request creation using REST client. These details are non-editable and used for reporting purpose and for reconciliation of records between two applications. 

– Dependent custom field allow administrator to configure or impose rules on the field selection that are dependent on each other. Dependent custom fields are hierarchy fields that is dependent on the user’s choice in the previous level. 

Service Request Form – System Fields Support 

– Application master fields such as Location, Department, Priority, Urgency, Impact are now enabled at the time of service request creation. Till now these fields were available for updating after service request is created. 

Request Fields Auto Enrichment From User Fields 

– At the time of request creation, additional information of the requester will get automatically populated in the request based on field mapping of user and request entity. This will help in improving operational efficiency of the technician as well as reduce data entry errors. Also from implementation point of view this will save lots of customization and workflow configuration time. 

Bulk Request Resolution Support 

– In addition to existing bulk operations now support of resolving multiple request in one go is provided. This will reduce operational effort in resolving same type of the requests. 

Request Auto Archival and Purging Support 

– Archived requests are removed from the active requests list as they are considered as a separate entity with unique search options. This feature will automates the archival of old or closed requests and auto purging of the same from the application. This activity, when done periodically, helps ensure optimum performance of help desk solution. 

Automation Workflow Support For Assets 

– Automation workflow support is now extended for Asset module for performing any post process after any changes on the Asset or for field enrichment of newly discovered/added assets. Only event workflow will be supported for Assets.  

Automation Workflow Support for Users 

– Support of automation workflow execution for Users (Requesters/Technician) based on various events performed on them or by them. Such feature is very useful in integrations with helpdesk solution as well as integration with other enterprise applications. 

– Only event workflow will be supported for users. 

Automation Workflow & Scenario “Run Webhook” Action Support 

– A webhook (a web “callback”) is a way for an application to provide real-time information to other applications. In the automation workflow support of “Run Webhook” action capability is added which come handy when you want to trigger an action in an external application or tool. 

– By following some basic configuration steps in workflow actions, integration between two applications is possible, which saves integration time in solution implementation. 

Approval Process Support for Knowledge 

– Approval workflow capability is added for Knowledge module. Before publishing any new document or any changes in the existing document approval will be shouted from approver and after approval only, document will be published to view by relevant members. 

Approval Process Improvements 

– Approval workflow configuration for “Multi Approval Decision Type”, an additional option of  “Last Approval” is added. This option will be selected by default on any new approval creation.  

– If Approvals are created with this option then decision of approval which was created last will be considered as final decision for the item.  

– For “Multi Approval Decision Type” with “Any one” option, in case of multiple approval request is created for a release or a change then on approval of first approval request, remaining approval request will be marked as ignored. 

 Change Super Admin User Support 

– Support of changing super admin user of the application instance is added. User having super admin rights can perform this operation by selecting a technician from eligible technician list.  

Bulk Import Support for Product, Vendor and Manufacturer Catalog 

– Application already supports catalog management for products, vendors and Manufacturer, but till now it was only possible to add/update single record in the catalog.  

– Now with this new change, support of adding/updating these catalog items in bulk is possible using csv files, which will bring operational ease in maintaining catalog items.  

Custom Task Type Support 

– Support of adding new custom task types is provided in the application for better categorization of assigned activities, more relevant to the business needs.  

Remote Desktop Session Without User Permission 

– For the privacy compliance its mandatory to ask for user confirmation before taking Remote Desktop session of the user machine. But in some cases technician need to bypass this step on some machines which is not being used by individual users such as connecting windows servers for maintenance activity. 

– For such use cases a new agent for Remote Desktop is published which can be installed on  such machine and technician can take Remote Session without asking for confirmation. 

Improvements in Asset Discovery Process 

– In the asset discovery process for both agent based and agent less, some improvements are done in order to fetch license related information from windows machine.  

– Details of “Activation Status” computer property are fetched, which indicates weather the installed OS copy is licensed or not. In addition to that in agent based discovery support of fetching windows OS license key is added. 

Reports Download and Export – Csv Format Support 

– Till now Reports Download and Export was possible in PDF and XLS format, now in addition to that support of csv format for report export and download is added. 

 Support of Sending Scheduled Reports to Technician and Technician Group 

– At the time of configuring report export schedule support of selecting Technician or Technician group is added, so that user do not need to manually type in or copy paste their email address. 

Reports Download Link Support in Email 

– In the exported report emails, user will have report download URL instead of report file attachment. Using this URL users can download report file on his/her machine. This will reduce load on email server, in case of very large report files. 

Asset Report Configuration – Filter Improvements 

– In Asset Report configuration, during column selection, support of searching columns from property fields or component fields is provided for operational ease. 

Pre-built Request Reports 

– In addition to existing reports, 12 new pre-built request reports are added for viewing performance details of different technicians and technician groups.

Request Reports – Additional Fields Support 

– In request tabular reports support of solution and diagnosis fields is added. In request summary reports support of notes and collaboration details is added. 

 Request REST API – Assignee and Technician Group Support 

– In existing Request REST APIs, support of Assignee and Technician Group fields is added for create/update operations. 

 Preferred Time zone selection at the time of Registration 

– During new installation at the time of company registration support of selecting preferred time zone is provided.

– This will be an optional parameter, if not selected then default UTC time zone will be taken into consideration, as company time zone.

Release Date: 14th May 2020

New Feature/Improvements

Contract Management

– Contract management helps to maintain a complete record of organizations contracts with third-party vendors. Contract Expiry Notification and Renewal supports can be managed using the entire contract Life cycle

– Entire history of past renewals and sent communications to the related party can be viewed and managed.

– Primary and sub-contracts can be managed in the system by establishing parent-child relationships between the contracts.

– Support of associating contracts with assets and contract soft copy attachments is also added

Agent Based Discovery Support

– Agent based discovery helps organizations to discover their assets automatically.  Periodic agent scans help to keep records up to date.

– Agents are installed on the client machines having advantages like: Reduced burden on server, Continuous Monitoring and Depth of Data Retrieval

Managed Software License Support

– This support helps organizations to stay in compliance with the requirement of software licenses.

– Supports tracking and management of all types of software licenses such as OEM, Node Locked, Installation based, User based, etc.

– Provides complete picture of Purchased Vs Installed count for managed software’s.

– Supports compliance alerts and notifications for:

– Non-compliance of software licensing policy (over licensed or under licensed).

– Software being used post its license validity.

– Software license usage falling below specified limit.

Asset Relationships Support

– Asset Relationships helps in denoting nature of relationship between CIs (Assets). It shows how the CIs are connected and are interdependent with other CIs.

– This helps in impact analysis for the change deployment and in troubleshooting an incident or a problem. Knowing the relationships is the key to carry out root cause analysis for a problem and rectifying it efficiently and quickly.

Asset Financials Support

– This feature helps organizations in calculating the depreciation of the asset value, to derive the financial report of the organization.

– Different types of depreciation calculation methods are supported to determine the exact book value of the asset at particular time duration.

Remote Desktop Support

– Remote desktop allows technicians to fix issues remotely, eliminating the need for physical intervention. Instantaneous remote support helps technicians to save time and make work more productive, which in turn results in greater end user satisfaction.

– Also, helps in maintaining a record of activities carried out in a particular session via session recording.

Asset Tracking – QR Code Support

– Similar to BarCode, Quick Response(QR) code helps in efficient tracking of assets with some added advantages such as good fault tolerance, versatility (multiple data types), fast scanning and possible scanning with mobile.

Asset Assignment Notifications and Approval Workflow Support

– Support for sending email notification to end users on asset assignment with required details and support for asking acknowledgement for the same using approval process flow is added.

Task Reports Support

– Support of Pre-defined task reports and support of generating custom task reports for in depth analysis of progress on different activities.

Correlation Reports and Dashboards Support

– Support for creating reports and dashboards of asset modules by applying qualification and filter criteria on correlated entity fields.

– Using these advanced qualifications between correlated entities, complex reports such as computer wise prohibited software installation details are possible to generate.

Automation Rules – Requester Parameter Support

– Support of additional requester attributes such as location, department, custom fields in automation workflow and approval workflow qualification.

SLA “On Hold” duration Calculations Support

– Support on calculating Request “On Hold” duration as per associated SLA and support of the same field in tabular and matrix reports is added.

Email to Ticket Advance Features

– Support for consideration of original sender as the Requester for the forwarded emails by Technicians is added. This will be applicable for the new ticket creation only.

– Support of Email commands is also added. Here, Email command helps technicians to set request fields through an email content.

“Do Not Disturb” Feature Support

– This feature enables technicians to turn on/off their availability to receive new request assignments.

– Technicians for which “Do Not Disturb” is enabled, manual request assignment is not allowed. Also request assignment through Auto Assignment or Automation Workflow will be skipped for such Technicians.

– This feature is configurable, as the technician himself can also change this mode or admin user can only change this mode for individual technicians.

Advance Login Security Rules Support

– Advance Login security features such as two phase authentication, login session timeout, login session idle timeout, blocking application access after multiple failed login attempts, concurrent login restrictions from different machines are added to improve security compliance of the product.

Bulk Imports Support for Organization Masters

– Support of bulk creation of Technicians, Location and Departments using .csv upload is added, which helps in faster setup of the application.

Feedback capturing support from Support Portal

– Now, Requester’s can provide feedback for solved requests from support portal also.

Release Date: 1st Apr 2020

New Feature/Improvements

Request Management

– Request management helps organizations to streamline IT service delivery by standardizing request/incident handling processes, eliminating duplication of efforts, ensuring availability of accurate information, and reducing IT operational costs through automation.

– Multi-channel support for end users to create requests such as Support Portal, Email, Rest clients for third parties.

– Request categorization and prioritization support for easier tracking of all requests with defined lifecycle status.

– Assignment to technician or group based on expertise for accurate and timely resolution with work load balance and better collaboration.

– Resolution SLAs with defined escalation paths.

– Tracking of customer satisfaction index by capturing feedback for each resolved request.

Service Catalog Management

– Categorization of all the services that an organization offers to its employees with relevant details by providing custom service templates.

– Requests for different services from the support portal

– Service catalog allows process automation for each type of service by associating custom workflows, approval flows, SLA.

Problem Management

– Capability for efficient management of problems faced by organizations and diagnose the root cause.

– Problem analysis details such as workarounds can be captured which becomes helpful in future resolve related problems.

Change Management

– Change Management module helps organizations to implement change in their network infrastructure in an efficient manner without or limited service disruption.

– Change management offers better collaboration within different teams by driving change through multiple lifecycle stages such as Change Identification, Planning and Assessment, Implementation, Review and Closure.

Knowledge Management

– Using Knowledge management capabilities, organizations can build and publish different repositories of supporting documents with rich text, images and attachments.

– Using advanced search capabilities of knowledge management end users can find answers to queries quickly from the support portal, which in turn results in higher productivity of the technician team. 

Hardware/Software/Non-IT Asset Life cycle Management

– Helps organizations to efficiently manage the life cycle of different types of hardware assets, software assets and Non-It assets.

– It also helps in managing required inventory levels of different types of assets.

– Barcode tagging simplifies asset tracking and associating ownership, location, department with assets helps in better reconciliation of organization inventory.

Agent Less Discovery and Software Rules

– Asset Agent Less discovery with pull based approach

– One Time configuration for asset

– Scanning assets with a compatible network credential types.

– Management of software using pre-defined rules related to Normalization and Prohibition maintenance

Automation – Workflow, Approval Workflow, SLA, Scenario, Auto Assignment

– Incident workflows by performing criteria-based actions on incoming requests.

– Real Time enable/disable approvals and their workflow with endless if/else conditions and AND/OR operators represented graphically.

– Enabling auto assignment rules in work load balance to be managed between the teams.

– Different course of measures performed in form of Scenario to avoid repeated actions for similar set of queries.

Notification Management

– An email alert in form of notification for each action against any management module on admin’s registered email-id

– Predefined notification templates for sending email notification to requester’s or technicians based on different events.

– Customization of content and format of email template based on organization needs.

Third Party Integration and Customization

– Simplified Integrations using REST API’s for installation on client remote Servers

– Security provision in form of Access Levels for Third-Party Integrations across server

Company Management – Branding

– Facility of changing or uploading brand logo as per the organization requirements

– Editing basic details like portal name and title name as per the organizational requirements

User Management – LDAP Integration

– Bulk update using LDAP for easier maintenance of user details and profiles of entire organization centrally

– Mapping and Testing connection for hassle free integration

– URL based configuration to avoid interruptions and error free updates

– Configuration email notification

– Block User flags for unwanted users deletion or addition

Security – Password Rules, Configuration Audit, Technician Activity Tracking

– Complete summary of all types of changes in configuration by the technician with desired time interval

– Password policies for security via managing password expiry intervals, minimum length and character support

– An audit report for complete activity ongoing over the used solution

User Dashboards

– Representation of the most valuable and useful set of information which provides an overview of how teams are performing.

– Graphical Interface which allows user to play with data and do cross-sectional analysis easily

– Drill down capability allows to view raw data information based on derived summary.

– Support of custom KPI and widget development as per user’s requirement.

– Refresh button for dashboard updation for newer entries

– Side Panel Glider of modules for direct access

Reports

– Facility of Exporting and Downloading Report

– Generation of all types of report in desired format and time interval

– Custom report generation with desired columns and filters

– Scheduling of future reports along with custom time range

– Accessibility to only selected and defined stakeholder

Support Portal

– Creation and Management of Request and Incidents

– Managing approvals on single click

– Viewing Announcements on Home Page

Latest Technology and Responsive UI

– Newer platforms introduced with attractive UI with pictorials and icons for friendly user experience.