Dear Users,

Conversation History Enhancement

• The actions performed by technician and requester such as reply, forward, and resend are recorded to Request History.Conversations is now been changed to replied in Request History.

 Request Approver Scoping

• Users can view the requests even after they approve/reject the request.Requests Approved by Me and Requests Rejected by Me Custom Filters are newly added for Requesters.

Closure rule Enhancement

• Attachments, Closure Code, and Closure Comments can be configured as mandatory fields for closing request under Set up > Automation > Closure Rules.

Reply Template Signature

• A new variable $EmailSignature will be provided to include user's email signature inside the reply template.

Note: For the existing email templates, email signature will be appended automatically.

Lookup fields referring to sites  

• Lookup fields referring to sites under requests additional fields can be set as mandatory in Form rules, Templates, Closure rules, Lifecycle transistion.Site lookup fields are supported for Clear Options and Remove Options under Actions > Form Rules.

Request form-Request list view popup  

• Employee ID field added to the requester list view of the request form.

Tech as On Behalf of User  

• Administrators can enable requesters to select technicians in on behalf of field while creating requests under requester portal settings.

Technician As VIP User  

• While creating new technician, you can enable the VIP User option to mark the technician as a VIP User.You can bulk-mark technicians as VIP User using Actions drop-down in technician list view.

  Note : All upgrades and feature releases, will be in-service and there won't be any downtime or service interruption.

Stay tuned for more updates!!! We will update here once these upgrades are unwrapped in live.

Please share your thoughts/queries/feedback.

Thanks and regards,

Ramyaa

ServiceDesk Plus Cloud