Dear Users,

We are elated to announce the upcoming enhancements in Requests,Problems,Changes,Notification Rules,Project,Triggers,Sandbox and Zia .Below is a brief run-through of the same:  

Requests

Request Closure Rules Enhancement

The UI for Request closure rules has been revamped for better user experience. Now if the mandated tasks, worklogs, checklists, and linked requests are not processed before request closure, an error message will be shown in the pop-up form.

Problems

Problem Enhancements

Create a resolution template with all necessary details that need to be updated along with resolution or workaround to guide other technicians.

Introducing a dedicated view Known Errors for technicians to filter problems with the Known Error tag.

Generate reports based on known error and known error comments

Differentiate notifications triggered via problem life cycle, triggers, etc., by checking the History tab in the problem details page.

Users can now choose to view the number of changes associated with problems as a column in the problem list view if needed.

Technicians can send notifications to Users, Problem Users, and Organization Roles using Send Notification pop up under Actions > Send Notifications in the problem details page.

Technicians of associated requests will be auto-populated in the To field while notifying the incident technicians using the Actions menu in the problem details page.

Requesters of associated requests will be auto-populated in the To field while notifying incident requesters using the Actions in the problem details page.

Technicians can now initiate announcements with newly added problem values such as impact details, root cause, and symptoms under Actions > Make an announcement in the problem details page.

Admins can now mandate impact details, symptoms, and workaround details while closing a problem using Problem Closure Rules.

Admins can now mandate request association to a problem via problem closure rules.

Technicians can create new problems using templates other than the default template from problem list view.

Changes

Associate Projects with Change

Associations tab is introduced in the Change Submission stage to associate project that initiated the change.

You can now associate a project that initiated the change in the change submission stage and multiple projects caused by change in the change implementation stage.

Notifications Rules Enhancements

The notification rule Notify change owner when an associated project is closed or canceled is now modified to Notify Change Owner when a project that is initiated by a change is closed or canceled. The change owner will now be notified only when a project initiated by a change is closed or canceled.

Setup

      Sandbox Enhancements

      Zia Chatbot Customization

      System Log Enhancement

       Triggers and Custom Actions Enhancements

For more information , Kindly refer to https://www.manageengine.com/products/service-desk/cloud/pre-release-notes.html

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