Upcoming New Features
Hello all,
We are glad to inform you that several significant features are scheduled for an upcoming release. Please note that the final scope of these features may be subject to change or postponement as the release progresses.
1) Request Workflow:
Request Workflow is an enhanced version of the Request Life Cycle that helps you manage requests efficiently with advanced configuration options. It enables you to automate the entire request handling process by defining the sequence of actions from submission to closure. You can create and manage request workflows under Admin > Automation > Workflows > Request
2) User Defined Action from Automation Rules:
User Defined Actions are custom actions within workflows and triggers that let you create requests, custom module records, and their sub entities within the same instance. For cross-instance actions, you can create requests, custom module records, and announcements.
3) Child Requests:
Create child requests across instances from the request details page or through User Defined Actions.
4) Approval Level Action:
Approval Level Actions are custom actions that allow you to add multiple levels of approval for requests based on conditions defined in triggers or workflows.
5) Reply Action Enhancement:
In Requests and custom module, you can now configure Email and SMS reply actions s to open in a new window. To configure, go to Advance Portal Settings > General tab.
6) Operational Hour Enhancement:
Configure and manage operational hours for the Sites, Support Groups, and Regions configured in the application.
7) Request DueByTime, FR_DueByTime, and Time Elapsed calculation Steps:
View complete details of due time calculations under Request History.
8) Localization:
Individually translate the values of help desk entities such as Status, Category, Priority, and more to support multiple languages and provide a localized user experience.
9) Microsoft Teams Message Extensions:
Introducing message extensions in Microsoft Teams for ServiceDesk Plus On-Premises to allow users to quickly create requests and search for existing tickets directly within Teams conversations.
10) ESM Portal Customization:
You can now personalize the ESM portal landing page by using an easy-to-use, no-code design tool.
11) Notification enhancements - All changes related to notification action:
The To and Cc fields in notification templates are now improved for better usability. You can now include user-referred additional fields as variables in these fields.
12) Checklist Enhancements:
Checklists in User Defined Action.
- Use Add Checklist under User Defined Action in custom triggers and workflows to auto create checklists in Requests and Custom Modules.
Reports on Checklist.
- Generate comprehensive reports on checklists, the item specifics and the associated request details using the new Custom Report Checklists.
- Customize the checklist report by grouping it based on either Requests or Checklists.
13) Custom Module Enhancements:
Custom module configuration page now supports advanced customizations. Administrators can:
- Enable advanced features for custom modules to help technicians streamline processes and manage records efficiently.
- Add and customize sub entities for web tabs, such as work log, conversations, reminders, checklists, comments, tasks, and custom sub entities.
- Define permissions for custom sub entities based on custom module (parent entity) permissions.
- Use Custom Actions to create personalized actions and shortcuts for frequent add and update operations.
- Collaborate with other administrators while configuring a custom module.
- Attach files relevant to the custom module configuration.
- Refer published custom configurations in the ESM Directory to modules that support refer entities, across instances.
- Custom modules now support Classic View where users can view records in an extensive list with key information under records' title.
14) Advanced Features for Custom Modules:
Administrators can now enable the following advanced features for custom modules. Certain features can be configured further.
I) Automations: Automations include Workflows, Timer Actions, Business Rules, and Custom Triggers.
II) Custom Functions: Administrators can create custom functions that can be triggered via automation rules and custom modules.
III) Non-Login: Non-login users can view custom module data via a shared URL.
IV) Trash: Technicians can move records to trash temporarily. Administrators can set a restoration period for trashed records.
V) Auto-Delete: Administrators can set an expiry period for active and trashed records, and auto-delete the first 25 expired records on a daily schedule.
VII) Custom Views: Technicians can create and share custom list views for records meeting specific criteria.
VIII) Global Search: Users can search for custom module records from global search.
IX) Tags: Add tags to records and view other records associated with those tags.
15) Custom Module Workflow:
Automate record management in custom modules by defining flows and actions in workflows. Create the workflows under Admin > Automation > Workflows > Custom Module.
16) Timer Actions for Custom Module:
Execute time-based actions on custom module records. Configure the timer actions under Admin > Automation > Timer Action > Custom Module.
17) Custom Module Details Page Customization:
You can now personalize the custom module details page by using an easy-to-use, no-code design tool.
18) Survey Enhancements:
I) Send Surveys for Resolved Requests: Send survey by email for resolved requests by choosing the corresponding option on the request-based survey configuration page.
II) Reminders for Survey: Configure and send survey reminders to users who have not yet responded to a survey.
III) Anonymous Survey: Define whether survey responses should include the user’s identity or not.
IV) Mandate Survey Comments: Mandate additional comments when the survey score falls below a specified percentage.
19) Table Component Enhancements:
- Additional fields of type Email, URL, and Phone now support copy and click actions.
- Inline search is now available for default and additional Date fields.
- In table view, list settings now include options to pin column and wrap text.
- In list view across all modules, technicians can now click on user names to open and view User Details page.
- In custom module list and details view, the color field now displays the color and its corresponding color code.
Please visit our beta site to explore these new features. We welcome your valuable feedback and look forward to hearing your insights.