New Features

Graphical Action Designer BETA

Graphical Action Designer description for what's new: The Graphical Action Designer allows you to create individual and composite quick actions using a drag and drop interface.

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Simplified Expression Editor BETA

The simplified Expression Editor is available within the Graphical Action Designer and can be activated using a Global Constant called EnableSimplifiedExpressionEditor and setting the value to True.

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Support for Google Tag Manager

A simple integration with Google Tag manager where customer can manage the Tags and Triggers for ITSM pages.

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Google Service Manager Authentication for Email

Google Service Account is available to select as Mail Protocol for both Incoming and Outgoing emails in the Email Configuration for ITSM.

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QR Scan based Mobile Access for populating Tenant URL

Mobile Analyst users can scan the QR code on the mobile app to open the ITSM login page without having to manually type the tenant URL.

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Azure AD User Import to ITSM

Using Azure AD Connector, we can get Employee records from Microsoft Azure to ISM.

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This is the first phase of bringing the DEX capabilities with ISM. We are exposing DEX score associated with Asset at CI object as well as on Incident Ticket when an asset is associated with Incident.

Business object field limit

Number of fields in a Business Object is limited to 300 to combat performance issue in Business Objects having more than 300 fields. In case you need to add more fields, do so in a different Business Object and link them using the Relationship table.

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A new Web Service call for REST WADLs and endpoints is supported which allows users to connect to modern service endpoints.

This action supports the standard HTTP methods such as GET, POST, PUT, UPDATE, and DELETE. The REST API Response can be stored in the Database or as a variable.

A new Web Request is supported which allows users to submit their own JSON REST API calls, define headers and response parameters and use expressions within the URL and body.

Users can now view the status of tickets via the Teams bot regardless of the channel that was used to create the ticket. A new setting enables administrators to determine how many tickets to display.

Graphical Action Designer

Expression Editor will now be available within the Graphical Action Designer for common properties and all available Actions.

The following Actions are available for the Graphical Action Designer:

•REST Web Service

•Web Request

•Create RFC for Variance

•Create Variance Report

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Chat

Chat history is now automatically copied to the Description field of the Incident when users click the Create Incident button.

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Read-only fields Validations

The existing read-only business rule restricts inputs only at the form level. To control the read-only rule on the server side, the new Strict Read-Only flag has been introduced in the system. With 2022.3 release, the new global constant controls server-side validation and field-level controls

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For the modern analyst experience we have extended our support to include two more form controls. We now support the Cancel button and UI Command button.

Existing customers: Forms that leverage these controls will no longer display an error in the modern analyst experience.

New Customers: New customers will be able to customize forms to leverage these new controls per their requirements.

InSightVM and IvantiNeurons for ITSM Integration - asset scan limit

The asset scan limit is set to 1500 assets at a time, the application re-scans if there are more assets until the scan is complete.

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Region option in Rapid7 Integration API Key workspace.

Option to enter region is available in the Rapid7 Integration API Key workspace.

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Stored Expressions

Stored Expressions, a headline feature of the CSM and ISM convergence, is being introduced in the 2022.2 release. Stored Expressions allow a user to create and save functions centrally within the system and use them from within the expression toolbox.

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Action Variables

Within a Composite Action, we’ve added a new action item for Variables and Stored Values. This feature allows users the ability to capture and update data within the Quick Action that is unique to the user who triggers it. This means that, by using Variables, every user who runs the Quick Action then has their own Variable value applied at the point of running the action.

A variable only exists within the context of the Quick Action it appears in, meaning that a user cannot create a variable in one action and use it elsewhere in the application.

Supported actions in 2022.2:

Insert Parent Object, Insert Object, Insert Child Object, Create RFC for Variance, Clone Object, Update Object, Search and Link, Search and Unlink, Insert Multiple Child Objects, Send Email, Baseline

Unsupported actions in 2022.2:

Run for child, Export to Excel, Export Data

Not Applicable

Discovery 9.x Export, Web Service Script, Unlink Software Product, Unlink Software Inventory, UI Action, Start Remote Control, Sync Remote, Neurons for healing, Merge Record, Find and Replace, Execute Workflow, Delete Object, Decompress Discovery Message, Create a Recognition Rule, Create a Variance Report, IPCM Webservice (requires a Ivanti Voice license), Send Mobile Notification, Mobile Push Notification, Run a Program, Run a Report

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Viewers can now view attachment as opposed to having to download the attachment first. File types supported include PDF, txt, and standard image documents. File types not supported by the browser (e.g. .zip files) will be automatically downloaded for viewing using the associated application.

For more information, see Attachments.

Support for URL-based attachments

Within the Flex Control we have added the abilty to specify a URL-based attachment. Current capability only allows for file-based attachments.

Ticket Classification Enhancements - Incident Submitted via Other Sources

Incidents submitted via other sources (such as email and chat) can have AI-based classification applied and will exhibit the same behaviour as incidents submitted by an analyst in real time.

Email Monitors

Released from Beta. This feature will now be in full release, for more information, see Using Monitor Items tab.

Changes to Global Constants

A Global Constant that has system-changing behavior associated to it will now not be able to be modified or deleted. A user can still change the value, but cannot change the type or name.

Chat with Support button only visible on the Self-Service homepage

The Chat with Support button will only be visible on the Self-Service Home Page.

The Analyst interface is revamped to further improve the user experience. This is applicable for the mobile, tablet, and desktop users where the new design is provided for a seamless experience across all form factors.

All the roles which are supported with Analyst Interface will get this update including the Asset Manager roles.

Existing customers: you need to specifically enable the Modern UI Theme to avaplease refer online help to know how this update can be applied.

New Customers: you will get this update OOTB.

Favorites

The Favorite feature which was released in 2021.2 is now enhanced with additional capabilities.

•End users will now be able to mark/unmark the Knowledge articles or Request templates from within the record, so that they don’t miss out on their favorite articles or templates.

•Administrator can now configure the existing list widget to display the End user favorites. It can also be chosen either from Knowledge articles or Service Request templates which will help the end user to directly navigate to their favorites from the Home page.

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Accessibility Enhancements

Continuing from the last release, new controls in the Analyst interface have been added to the accessibility list to ensure on-screen elements have alternative text in order to be read by assistant technologies. Some of the important controls are mentioned below:

•Change Role

•User panel

•Home screen Side Nav

•View/Edit forms

•Date time controls

•Search and others

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Metadata Package Optimization

Importing large packages (size more than 30 MB) has been made easy through the Import Large Packages work space.

This feature is in Beta phase in this release.

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Enhanced Security

We’ve improved security to ensure data and record access permissions are maintained when switching roles.

When switching roles, a dialog is displayed prompting you to confirm the role change.

Application tabs will update to reflect record and data access permissions based upon the new role.

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Scheduling Data Discovery from IvantiNeurons to Neurons for ITSM

Administrators can schedule when the application should run data discovery from IvantiNeurons to Neurons for ITSM.

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Date format for Canada standardized

Date formats for Canada, both in the English (Canada) and French (Canada) languages is changed to YYYY-MM-DD as per the Canadian standard.

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Functions and Expressions

The following new and updated functions are added to the product:

•Duration: Calculates the duration between two dates and times based on the hours of operations (HOP) schedule. The hours of operation calculation is based on the hours of operation schedule, which is set in the application configuration.

•Compare: Allows for a true/false comparison between two values or expressions to return a true/false. Supports an additional parameter to toggle case sensitivity being on or off.

•NewID42: Generates and returns a new 42 character globally unique identifier (GUID) that can be used to uniquely identify something, usually a business object instance.

•ChildFold: Additonal aggregation methods within the ChildFold function to support SUM, MIN, MAX, AVG, AVERAGE, COUNT.

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Modifiers

The following new modifiers that have been added to this release to further enhance and support functions and expressions:

AsJSON, FirstChild, LogicalFromElement, TextBefore, AsXML, Format, NumberFromElement, TextAfter, DateOrTimeFromElement, FormatDateTime, PadLeft, TextToLogicalBoolean, EncodeText, HasChildElements, PadRight, TextToNumber, EncryptDecrypt, HashMACtext, RemoveCarriageReturn, TrimEnd, FindArray, JSONPropertyName, RemoveLineBreaks, TrimStart, FindElement, JSONPathValue, Right, Truncate, FindElementCollection, LastChild, Round, UpperCaseFirst, FindElementWithAttribute, LastWord, StringFromElement, XPathElement, FindObject, Left, StringFromAttributeForXML, XPathValue.

Please refer to the online help for more information.

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Stored Values – “BETA”

Stored Values is a new feature added in 2022.1 and is currently under a Beta release. A stored value is similar to a Global Constant where users can create and use these values within expressions and quick actions. Stored Values support the following data types on creation and are validated prior to saving:

• Text

• Number

• Date/Time

• Boolean

• XML

• JSON

Stored Values can be accessed by activating the feature flag within the maintenance application and can be called using a new $(GetStoredValue()) function and by referencing the Stored Value name. Future updates for Stored Values will enhance their use within Quick Actions and allow for user specific values.

Please refer to the online documentation for more information.

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Shortcut widget on the Modern Self Service Home page has been enhanced with an adaptive control (resize to fit).

If the Adaptive check box is selected, the text/icon will resize to fit based on the screen resolution on which the browser is loaded.

This will not work when user tries to resize the browser or increases the zoom more than 100%.

Service Catalog load time improved

Customers who have large number of offerings/templates in their Modern self service catalog will benefit with this improvement.

Only limited offerings will be loaded in the first instance and as the user scrolls the catalog page rest offerings will start loading. End users don’t have to wait for all the offerings to be loaded at once.

Customers can make use of this enhancement with the newly introduced Global constant SSM Catalog load more on Scroll.

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Security Enhancements

Number of security enhancements have been deployed in this release to ensure the application can be loaded seamlessly on the supported browsers.

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Microsoft Teams Integration Enhancements

End users can now attach images and files in Microsoft Teams while interacting with Service Desk Analysts.

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Request Offering buttons: Color Customization

The buttons - “Save for later” and “Review & Submit” in the Request Offering workspace in the Self Service Mobile portal can now be customized with different colors.

“Highlighted Text” and “Highlighted Background” properties of Style Editor placed under Buttons section can be used to customize these buttons with different colors.

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Updates to Minimum Length of Password

The minimum length of password has been updated to 8 to be comply with NIST and FedRAMP recommendations.

We’ve also made updates to both Advanced and FedRAMP Password policies to give customers greater control.

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