New Features

Run for Collection Quick Action

The Run for Collection action allows you to run an action against multiple records in a collection or array. The collection of records can be supplied by an expression or from a webhook, in JSON or XML. This ability means you can create or update business objects based on the data received via a webhook or Web Service Request.

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Send an Email Quick Action

Users can open the Expression Editor to configure the From and To address fields when configuring the Send an Email action block.

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GoTo Action Quick Action

Use the GoTo Action to enable a user to jump to a specific action within a composite action. For example, the GoTo Action is useful when implemented to jump to a Decision Block action from within a composite action. The user can then decide on a course of action offered by the Decision Block action.

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Show a Popup Quick Action

Use the Show a Popup action to generate a po-pup window during a composite action. Configure it to display a message for users, enabling them to move the composite action to its next step or to cancel it. If the user chooses to cancel, the action is terminated.

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Decision Block Quick Action and Branch Decision Editor

Use the Decision and the Branched Decision Editor to define multiple cases, or branches, where actions executed sequentially based on defined conditions.

With this , you can build branching logic into Composite Actions to create advanced workflows for managing and automating processes.

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Graphical Action Designer (GAD)

Several new features are added to the GAD:

•Start Block: A Start Block is displayed on the Design Board when you open the GAD. It is always the first block in your Quick Action design, and the starting point for the Quick Action to execute. The Start Block displays the Action Name, Category, Action Type. These parameters are configured in the Settings pane, and apply to the entire Quick Action.

•Role Permissions: Administrators can setup role permissions for any role type to access the GAD, access was previously limited to Administrators only. Permission can be controlled to allow the following:

•Create

•Edit

•Delete

•New button features: New button features are added the GAD. Use these buttons to:

•Save: Save the action you are working on.

•Create New: Create a new action. Clears the Design Board of any actions you are currently working on.

•Close: Close the GAD. If you have any unsaved work a warning is displayed to save it, if you do not save the work it is lost.

•Switch to Classic Editor: Closes the GAD and opens the Classic Action Designer (CAD). If you have any unsaved work a warning is displayed to save it, if you do not save the work it is lost, unsaved work is not carried over to the Classic Action Designer.

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Action Service Auto-Save function

A new Action Service now underlies all Quick Actions.

In the Start Block settings, when the Auto-Save option is selected, all actions carried out on records, individually, or as part of a composite action, are saved automatically. When this option is not selected, changes are not automatically saved, and you are asked to click Save.

If the following action(s) are added to a Composite Action, auto-save is automatically switched on and cannot be switched off: Go to Record, Run for Collection, Decision Action, Show a PopUp, and Go to Action.

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Triggered Actions cannot be used with certain Quick Actions

When you select the Triggered option, the following actions are removed from the Action Designer list: Go to Record, Run for Collection, Go to Action, Decision Action, and Show a Popup. These actions cannot be used with triggers.

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Some actions don’t respect AutoSave

For actions using the Classical Action Designer:

This action does not respect the Auto-save checkbox option in the Action Settings tab. It does save changes directly to the database, but please ensure that the behaviour you expect still occurs.

For actions using the Graphical Action Designer:

This action does not respect the Auto-save checkbox option in the Start Block settings. It does save changes directly to the database, but please ensure that the behaviour you expect still occurs.

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Streamlined Incident creation in MS Teams

Creating incidents in MS Teams is now simpler. Select a card to initiate an incident. The application presents related FAQs and Knowledge Base articles, minimizing duplicate incidents. Describe the issue, then confirm the resolution with a Yes/No. If resolved (Yes), the application closes the request, creating an incident. If not (No), it promptly generates an incident.

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Configure Archival Policy

You can archive business objects and set the archival period uniquely for each business object. You can also enable or disable the archival status for individual objects, and view the overall archival status, such as the number of records archived to date.

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Customized Bot Responses in Microsoft Teams

Starting from 2023.4 release, you can configure bot responses and questions for incident creation in Microsoft Teams.

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Auditing Deleted Assets

History of Assets deleted from the CI workspace is recorded in the Deleted Assets Audit workspace for future audits.

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Support for Arabic Language

The locale of Self Service Mobile potal can changed to Arabic language so that Self Service users can view the portal in Arabic.

This is available only for Self Service Mobile UI V3.

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Sum and Average options in Dashboard Tiles

Sum and Average options are available in the Tile Type for Dashboard V2 Tiles.

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Incident Correlation

The Incident Correlation feature helps the Service Desk Analysts in quickly identifying related incidents which helps in finding the root cause of issues to avoid similar incidents in the future. This improves efficiency, reliability, and user satisfaction.

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Patch Integration

With the Patch Integration feature, Service Desk Analysts will be able to view all patch updates made to Configuration Items, which helps them to track and analyze issues in case of any incidents and fix them in optimal response time.

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Trusted Agent

Users can log in using an LDAP Account to ITSM that uses External authentication directly for Trusted Agent connections.

To enable Trusted Agent, set the EnableTrustedAgent global constant value to True. See Working with Global Constants.

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Exporting and Importing Page Setting and Global Setting Templates

Administrators can create reusable templates by exporting and importing page layouts, settings, widgets, and module information. This helps to easily modify widgets, settings, and properties. Additionally, you can export and import changes to Global Settings, such as altering the page layout, editing, or removing the logo, adjusting primary and secondary buttons, and more.

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Knowledge Feedback and Ratings

Self Service users can mark knowledge articles as helpful, provide feedback and ratings, and also view the average ratings of each knowledge article. However, the Administrator should enable the settings to add ratings and feedback in the knowledge workspace.

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To enable Trusted Agent, set the EnableTrustedAgent global constant value to True. See Working with Global Constants.

The Trusted Agent capabilities are enhanced to empower users to securely save their Trusted Agent LDAP settings.

Once configured, these settings will be stored and readily accessible in the LDAP Setting List view. This enhancement streamlines the management of LDAP settings, providing users with a convenient and organized way to view and update their Trusted Agent configurations.

Users can now configure periodic LDAP sync directly from their workflow settings, specifically tailored to LDAP settings involving Trusted Agents.

Dashboard Tiles

The Dashboard tiles is enhanced to compare and display data in either number or percentage format.

This feature is only available for Dashboard V2.

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Override Business Rule for Triggered Actions

Triggered Actions for locked Business Objects can be edited by adding the Global Constant - OverwriteTriggerActionsPermissions and setting the value to True.

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Test Webhook Action

This provides the ability to input your JSON or XML data and check that it runs as expected against your chosen action.

In 2023.2 release, Webhooks only supports Insert Object, either as a simple quick action or through a composite quick action.

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To enable this Trusted Agent, set the EnableTrustedAgent global constant value to True. See Working with Global Constants.

A Trusted Agent offers cross-network access between Ivanti Neurons for ITSM servers and Lightweight Directory Access Protocol (LDAP) directories.

Trusted Agent connects to ITSM servers using firewall friendly protocols.

Internal email enables you to test Neurons for ITSM email functionality without affecting external dependencies, allowing email testing at all levels and the ability to verify and test complex email monitors.

In simple terms, this feature enables you to test email functionality without requiring external email provider connections.

Enhanced Search for Self Service

The Search capability in the Self Service Mobile portal is enhanced where the results are displayed based on the weight assigned by the Administrator to the Business Object fields. This helps in displaying better and accurate results the user is looking for.

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DEX Score

Service Desk Analysts you can use the DEX Score of users associated to the devices to prioritize Service Tickets.

The DEX score serves as a real-time indicator of device health, allowing Service Desk Analysts to effectively prioritize their work and meet the SLA requirements for issue resolution.

Existing ITSM users, should setup the Incident and Employee forms and lists to include the DEX Score field. It is not available by default on upgrade.

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Triggered Actions with Graphical Action Designer (GAD)

The Graphical Action Designer (GAD) enables you to create an action quickly and easily using graphical tools. You can simply drag and drop new action types or existing action item from the Action Designer List to the Design Area of the editor.

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Data Archival/Retrieval

Data archiving is the process of transferring data that is no longer actively used to a secure secondary storage for long-term retention.

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There is a potential change in behavior for customers who have been using QuickSoft. This is specific for processing the Priority header when formatted in a specific way.

Any XSLT/XML Processing which uses the Priority field may need to be updated for the new format which is now defined as the highest.

When the global constant EnableInboudEmailSuffix is enabled, the CreatedBy field would be populated with the email listener suffix and delimiter within the Journal Business Object when processed through the email monitor.

The format will be as follows; InternalServices - <monitorname>. This will not be applied retrospectively.

Azure AD Employee Import connector

Supports for onPremisesExtensionAttributes to be mapped from Azure to ITSM.

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Package updates

Importing packages containing SQL queries is deprecated for security reasons. If you are importing a package that contains SQL query, create a Data Package to use an alternate method.

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Updating Multiple Translation Records

You can select and update multiple translation records with the same translation value simultaneously by filtering the translation records that have the same source value.

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Consolidate Quick Action buttons into a single button

This feature allows you to consolidate Quick Action buttons, like Resolve, Create New Incident, and Add Task, under the More button on the edit page.

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Configuring Command buttons in the Mobile Analyst Form

You can configure the toolbar functions for child panels and tabs for the Mobile Analyst role. It gives the analyst the capability to run the action within the child tab for different workspace.

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Main Action button

Main Action button icon is available in the Mobile Analyst Home page. It helps to create incidents and service requests, and it is accessible from all the pages. To configure this new UI, you have to enable the NewUIElements in Global Constants

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Webhooks

Webhooks process incoming messages triggered by events initiated in third-party tools and sent to an endpoint. Incoming message data must be valid JSON or XML.

More...The following features are currently not available within the Webhooks feature and will be included in future releases:Test Quick Action – The ability to test the Quick Action that you want to attach to a webhook before saving. Quick Action Support – At present Webhooks only supports the Insert Object Quick Action, either as a simple Quick Action or through a composite Quick Action. There is an interim workaround for updating records.

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Trusted Agent for LDAP

A Trusted Agent offers cross-network access between Ivanti Neurons for ITSM servers and Lightweight Directory Access Protocol (LDAP) directories.

Trusted Agent only supports the LDAP Sync operation in this release.

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Advanced Monitor updates

•Alphanumeric ID Support within Advanced Email Monitoring - Added support to allow Advanced Monitors to search against an alphanumeric ID such as ABC123 for business objects.

•Support for Group Business Objects – Added the ability to search against a group business object or just execute an action assigned to a group business object.

•Advanced Monitor Conditions – Priority is now honored using the MailBee Mail Provider as Rackspace provided inconsistent results.

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Updated Business Object Functions

The following functions have been added to business objects:

Click for details

•IsNew – Identifies if the current record is new i.e. it has been created, but not yet saved.

•HasAttachments – Identifies if the current record has any attachments linked. This is identified via the relationship to the Attachment Business Object.

•AttachmentCount – Returns a count of the number of Attachment Business Objects records linked to the current record.

The following functions have been deprecated from Business Objects and alternatives identified:

•LastWord – Alternative function is FirstRegexMatch.

•Left – Alternative function is Substring0.

•RemoveCarriageReturns – Alternative function is ReplaceRegex.

•RemoveLineBreaks - Alternative function is ReplaceRegex.

•Right - Alternative function is Substring0.

•TextToLogical - Alternative function is Boolean function or logical comparison.

•TextToNumber - Alternative function is Number.

•TrimEnd - Alternative function is ReplaceRegex.

•TrimStart - Alternative function is ReplaceRegex.

The following functions have been deprecated from business objects:

•AsXML

•FindElement

•FindElementCollection

•FindElementwithAttribute

•FirstChild

•HasChild

•LastChild

•LogicalfromElementForXML

•NumberfromElementForXML

•StringFromAttrib uteForXML

•StringFromElementForXML

•HasChildElements

•AsJSON

•DateOrTimeFromElement

•FindArray

•FindObject

•LogicalFromElement

•NumberFromElement

•StringFromElement

•FormatDateTime

•Compare

The following functions have been split into individual functions:

•Split EncodeText into two functions named DecodeString and EncodeString.

•Split Encryption into two functions named Encrypt and Decrypt.

The following function has been renamed:

•UppercaseFirst has been renamed to ToUpperCaseFirst.

New Encryption Key Functions have been added to allow the retrevial of a symmetric key that can be used for encryption or decryption using the following syntax:

•GenerateEncryptionKey() – Returns a symmetric key in base 64 string format.

•GenerateEncryptionNonce() - Returns a random value in a base 64 string format.

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Enhanced Search for Self Service UI

An enhanced search feature that can enable self service search results with better relevancy, search speed optimization, and better ranking optimization.

This feature is available only upon request. Raise a Service Request to the Ivanti Operations team to activate the enhanced search feature for the Self Service role.

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Stored Prompts

Users can create prompts and store these within the application to be recalled via expressions where available. New prompt types include date/time, numeric, boolean and table based.

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Localization Workbench (BETA)

Enhancements to the Localization capability within the application now allows a user to edit business object strings without exporting to excel if required. The recommended use case for this is to fix individual errors, rather than bulk updates at this time as the update is submitted directly to the database.

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Simplified Expression Editor (BETA)

This release of the Simplified Expression Editor adds in functionality to support new users in the creation of expressions and functions.

More...Dragging or adding an expression to the editor canvas now pre-populates it with its mandatory parameters. Each parameter can be replaced with the required value to make the expression function. For expressions that have Parent Business Object parameters, clicking on this provides a dropdown of all Business Objects allowing the user to select the correct object.
This release of the Simplified Expression Editor adds in functionality to support new users in the creation of expressions and functions. Dragging or adding an expression to the editor canvas now pre-populates it with its mandatory parameters. Each parameter can be replaced with the required value to make the expression function. For expressions that have Parent Business Object parameters, clicking on this provides a dropdown of all Business Objects allowing the user to select the correct object.

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•The localization feature is enhanced to support drop-down list values.

• The Asset scanner role is now supported in the Modern Analyst UI.

•Enhanced capabilities - support for Alerts, Filtering and sorting options for dashboard grids, and User Info Card for the web view.

Package Import Updates - Large Packages

When importing a package, if the package contains large tables or records over a million, such as in CI or Audit_CI, the details of the impacted table is displayed in the Preview Impact.

In such a scenario, raise a Service Request to the Ivanti Operations team to take a backup of the tables and then apply the package.

More...The default limit is set to 1 million, if the package contains more records than the set limit, a warning is shown in the Preview Impact. The limit can be changed if required by the Operations team.

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