Upcoming enhancements in New Delegation Settings, Info Widgets, Predictive AI features in ServiceDesk Plus Cloud

Dear Users,

We’re pleased to share an important announcement about the upcoming enhancements on New Delegation Settings, Info Widgets, Predictive AI features in ServiceDesk Plus Cloud.

Below is a brief run-through of the same.

Enhancements

New Delegation Settings

Allow approvers to take actions on approvals they have delegated without revoking their delegation.
You can do this by enabling the Allow original approver to take action on delegated approvals option under Setup > Automation > Delegation.

If the original approver acts on the approval before their delegate does, the delegate's approval status is updated to Action taken by Original Approver and the delegate can no longer act on it.

Removal of Site Column from Contract and Purchase List View

The Sites field is now removed from the column chooser and is no longer displayed in the list view of Purchases and Contracts modules. You can filter purchases and contracts by site using the advanced filter option.

Graph/Table Widgets Enabled for Purchases and Contracts

Graph and Table widgets are now enabled for Purchases and Contracts dashboards.

Parent Contract ID Column Added to Contract List View

The Parent Contract ID field is now available in the column chooser of the contract list view to help identify child contracts associated with a parent contract.

Parent Contract Support in Import and Export

Parent Contract ID and Parent Contract Name can now be used to associate a parent contract during contract import and are now available in the contract export.

Parent Contract Fields Added to Tabular Reports

Parent Contract ID and Parent Contract Name fields are now added to tabular reports.

Purchase Order to Contract Association

From the purchase details page, users can now associate an existing or new contract with the purchase order.

Asset and License Association with Contracts

From the purchase order Received Items tab, users can now associate received assets and software licenses with contracts.

Contract to Purchase Order Association

From the contract details page, users can now create or associate purchase orders with any vendor through the Purchase Orders tab under Associations.

Info Widgets

A new Info Widget is now available for dashboards.

In this widget, technicians can enter any content by using the rich text editor (or use plain-text mode), configure access levels, and add it to dashboards.

Administrators can create and add info widgets to the requester portal home page via code-based portal customization.

Predictive AI features in Releases

Introduced AI-powered field predictions for the Release module using Zia.

Release Engineer Prediction suggests the most suitable release engineer based on title, description, site, group, impact, urgency, and priority, streamlining assignments and ensuring faster processes.

Risk Prediction predicts the risk value for releases based on title, description, impact, urgency, priority, release type, and emergency helping in better assessment of the process to follow.

The suggestions are shown both when creating/editing a release in the release add/edit form as well as while spot editing an existing release from the details page.

Both features can be enabled under Setup > Zia > Artificial Intelligence > Predictive Features.