Upcoming enhancements in Zia, Requests, Setup, Problems, Change in ServiceDesk Plus Cloud

Dear Users,

We are elated to announce the upcoming enhancements in Zia, Requests, Setup, Problems, Change in ServiceDesk Plus Cloud .

Enhancements

Zia Sentiment Analysis

Zia predicts the emotional tone of requesters' conversations.
Enable sentiment prediction from Setup > Zia > Artificial Intelligence.

View the consolidated sentiment score of conversations from View Analysis Details.

Requests

Request Details Page

Based on the sentiment, emojis are placed across conversations. The overall sentiment score and the emotion of the recent conversation are displayed on the right pane of the request details page.

Setup

Custom SMS Settings

Improved the SMS gateway settings for enhanced user experience.
Send test SMS to verify the functioning of the SMS gateway.

Usage Stats

SD Admins can obtain a computed summary of actions invoked via blended conversations and Zia actions. Usage stats help administrators identify actions with most/least user engagement and measure their performance.

Third-Party Notifications

Send custom notifications to third-party applications from ServiceDesk Plus Cloud. Currently, this feature is supported only for Microsoft Teams.
To configure third party notifications, go to Setup > Automation > Custom Actions > Third Party Notifications.
You can invoke third party notifications from Triggers, Workflow, Timers, and Life cycle.

Note to Sandbox Users: During migration, users will be temporarily unable to create/recreate sandbox, or deploy sandbox changes.

Notification Rules

Customize the content of request and task notifications specific to Microsoft Teams.

Problem Template Enhancements

Problem template layout customization
Customize the layout of the Analysis and Solution tab in the problem template. Add new sections and fields by dragging and dropping them from the right side pane.

Include the Analysis and Solution tab to the Problem Form

Add/Edit Analysis and Solution Tab details in addition to the Details Tab in Problem Form.

Analysis and Solution fields in Form Rules

Implement Form Rules to all fields in the Analysis and Solution Tab, if they are included in the Problem Form.

Preview problem form
The Preview button is available in the Details, Analysis, and Solution tabs. Click it to see a sample problem form based on your configured template.

Changes

Change Freeze information in Releases
Track the change freeze information for changes associated with releases from the release details page. The associated release will also be in the freeze state until the change freeze schedule is complete.