Dear Users,

We are elated to announce the upcoming enhancements in integration, setup,CMDB , and worklogs in ServiceDesk Plus Cloud.Below is a brief run-through of the same.

New Feature  

Integration

Azure OpenAI Integration  

• Integrate ServiceDesk Plus Cloud with Azure OpenAI to deliver enhanced support experience.

• To enable integration, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations > Azure OpenAI.

• Using Azure OpenAI,

• Get instant answers

• Assist technicians in generating contextual replies

• Generate content, replies, rephrase text, and check grammar

• Acknowledge asset receipts via mail

• Automate request approvals

• Generate code for custom functions

• Generate solutions from prompts

• Summarize the request details in Microsoft Teams chat

Language Support for ChatGPT and Azure OpenAI Integration  

      ChatGPT and Azure OpenAI integration is now supported for all languages

Enhancements  

Setup  

Export Workflow History  

      Technicians can now export the history of a workflow from the workflow editor and the list view.

Export History from Workflow Editor  

Export History from List View  

 You can export all historical data or set export criteria for specific data.

Export All History  

Export Selected History Data  

View Action Nodes and Condition Nodes History  

      You can view action node and condition node updates in the workflow history pop-up by clicking the corresponding link in the description.

Action Node Update  

Condition Node Update  

Multi-currency Support for Exchange Rate Configuration  

• You can now perform the following:

• Bulk select currencies in the list view to configure their exchange rates.

• View the exchange rate history of a currency.

• Reactivate a currency by disabling the Currently not for future use option in the edit form.

Currency and Exchange Rate fields are now included in the add form.

• You will find all active currencies in the Currency drop-down. Choosing a currency will auto-populate its exchange rate as per instance settings.

• Hover over the icon  in the left to view equivalent costs in base currency.

In the edit form, selecting a currency will auto-populate its exchange rate configured at the time of work log creation. It must be edited manually as per the current exchange rate.

Custom Widgets for CMDB  

• Custom widgets are now supported in CMDB. You can add custom widgets to CMDB custom menu, CI details right panel, and CI details tab.

• Configure CMDB custom widgets under Setup > Developer Space > Custom Widgets > CMDB.

• To set the display location of CMDB custom widgets, click the widget name to expand its details and use the toggle against the preferred location in the CMDB module.

• CMDB custom widgets can be executed as custom menu actions.

Report  

• Unable to access a report when all its selected columns are deleted from the system.

Custom Module  

• Unable to save the Invoke URL action in the CMDB custom menu and custom module if the URL contains cm_attributes or ci_attributes.

• Technicians with view permission for custom modules are unable to view custom menus. This issue is fixed now.
  

Important Note :      

      Mobile apps now support multiple currencies for worklogs (iOS 7.11+, Android 6.33.0+).Older versions may not display them correctly so we recommend to update to the latest version.

BehaviorChange:
 
Update to Charge Fields in Worklog API

The tech_charge, other_charge, and total_charge fields in the Worklog API have been updated. These fields previously used the Double data type and have now been changed to a CostObject. Existing integrations that rely on the old format will fail unless updated. If you're using these fields externally, please update your implementation to support the new structure. Contact our support for any further assistance on this.

 
Old format example

 
"tech_charge": 12

 
New format example

 
"tech_charge": {

  "value": 12,

  "secondary_currency": {

    "value": 12

  }

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 Raj

ServiceDesk Plus Cloud