New Features

A warning is displayed when an Service Desk Analyst tries opening a record that's already opened by another user.. This is helpful in avoiding clashes and duplicate work.

This feature can be enabled or disabled by the Administrators using the Global Constant.

Ticket Categorization

You can leverage Machine Learning to analyze the Subject or Summary of tickets and recommend the Service Category and Sub-category. Recommendations are available for Incidents raised by Self Service and Service Desk Analyst users only.

C

Improved Compatibility for Screen Readers

Support for on alternative text for screen elements is provided so that the text can be read by screen readers.

Navigation using keyboard arrow keys has been improved along with better interpretation of the UI buttons, elements, and drop down fields.

A

Auditing, Logging, and Reporting for View Events has been improved

Administrators can now Enable Audit for Create, Update and Delete Events in addition to View Events. This new setting is available in the details page of Business Object. This improves security by giving visibility into records that are viewed by users or accessed via the API.

C

Item

Description

*

Support is now provided to view the Enterprise Self Service page in Tablet.

Option to preview the Self Service page in tablet, desktop, and mobile layout is available.

Configure any role to the Mobile Analyst user interface

You can configure any role to access the Mobile Analyst portal.

C

Custom business objects for Mobile Analyst

The business objects used for the Mobile Analyst user interface can be customized.

Check with your users if they have any custom business needs and customize the columns accordingly.

C

Multi-select option in the Mobile Analyst portal

Option to select multiple records in the Mobile Analyst portal list view is provided.

As an Administrator you need to configure the respective business object layout for the Mobile Analyst users to avail this feature.

C

Option for Service Desk Analyst to end the chat

Service Desk Analyst can end a chat if the end user does not respond after the first warning message.

For this feature to be available, as an Administrator you need to enable the respective Global Constant.

C

Session expiry warning messages supported for Microsoft Teams Chat

Automated warning messages sent to the end user if idle on chat is now supported for Microsoft Teams Chat.

C

The Self Service Mobile portal is revamped with new icons and other screen elements to improve the visual appeal.

If you are an existing customer, reset the color codes for your Self Service Mobile portal from the Style Editor for better user experience.

You can choose what fields and in what sequence those fields should be displayed in the My Items records in the Self Service Mobile portal. This allows you to customize the details displayed in the My Items record that suits your business need.

This feature should be specifically configured by an administrator from the Configuration console.

Favorites in Self Service Mobile Portal

In the Self Service Mobile portal, you can add services and mark knowledge articles as favorite. This helps you to quickly access the ones you frequently access without having to filter or search.

This feature should be specifically configured by an administrator from the Configuration console.

C

Sequencing fields in the responsive Analyst UI

The sequence of fields in the responsive Analyst portal will be displayed as configured in its respective Form in the Configuration console.

A

Functions in Expressions

Functions in expressions are enhanced to make it available in the responsive Analyst UI.

A

Search in Self Service enhanced

Search feature in the Self Service Mobile portal for Service Catalog and Service Request workspaces is enhanced.

You can prefix * or % to keywords while searching in the drop-down lists, doing so the application searches and displays records that partially and fuzzy match as well.

A

Enhanced security while resetting password

To improve security while resetting password, instead of a receiving a temporary password you will now receive a link to the registered email address to reset your password.

A

Date format in Self Service Mobile portal

In the Self Service Mobile portal, when you set the language as UK-English, date entry fields will follow DD/MM/YYYY format. Additionally, the DD.MM.YYYY format will be valid. If your date does not have a valid month in DD/MM/YYYY, for example, 01/22/2021, the system will swap the day and month to correct it. If your date cannot be swapped to a valid date format, for example, 22/22/2021, the application will display an error with the appropriate date format.

A

Enhanced features for Microsoft Teams Integration

The following new features are extended for Microsoft Teams Integration chat:

Help button - the help button is displayed along with the other options in the teams chat. Clicking this a short description of all the options is displayed which gives you an insight into what each option does.

Microsoft Teams Blob Storage Configuration - allows you to enable persistence storage which helps you preserve conversation in case the system crashes.

C

Customized Self Service Mobile home pages for Managed Service Providers

Managed Service Providers can provide a branded customer portal for a personalized self-service experience. Branding options enable MSPs to personalize the customer portal through configuration of a company URL, logo and designs that match the customer branding. Configurations are made available based on OrgUnits, this feature leverages the vanity URL capability released earlier.

C

Installing multiple software from a Request Offering

You can install multiple software at once from a Request Offering.

C

Improvements to Ticket Sync Connector for JIRA Integration

The following improvements have been made to the Ticket Sync Connector for JIRA Integration:

•Syncing Attachments

•Syncing Notes

•Syncing Tasks

•Some bug fixes

Apply the package available in Ivanti MarketPlace - Ticket Sync Connector - 1.0

A