New Features

AITSM

The following new features and enhancements have been added to the ITSM generative AI capability:

•Neurons AI (Widget Generation) - Neurons AI allows you to create reports/widgets using text-based input. You can generate reports/widgets, and add them to a new or existing dashboard without any complicated settings and configuration.

This feature is supported only with Dashboard V2.

•Localization support - Incident Summary and Knowledge Base Articles can now be generated in multiple languages as localization support is extended to these features. For this to work, Localization should be enabled in the AI Configuration Hub.

•Fields Customization - The fields used for generating the AI Summary and Knowledge Article can now be customized by mapping the field of your choice.

This customization and flexibility ensures the AI content generation meets your business needs.

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The following enhancements have been made to Modern Survey:

•Add New Survey - You can build new surveys from scratch without having to depend on only the OOTB surveys.

•Additional controls and customizations - More control and flexibility is available when creating surveys:

•Color picker - Pick and choose colors of your choice to match your branding.

•Question Panel and Add Question button - Easily add new questions to the survey by clicking the Add New Question button or by dragging from the Question Panel.

•Drag questions - Reorder questions.

•Smiley question type - Delete irrelevant smileys from the list.

•Dynamic questions - Tailor surveys to suit your business needs and add conditions for certain questions to appear based on the response.

The Enhanced Search capability which was limited to a few workspaces has been extended to all Self Service Mobile workspaces.

In addition, a new global constant - SearchIndexAge_{businessobjectname} sets the search limit to the defined age range of the record along while restricting the search to that specific business object. You need to raise a service request for Ivanti Cloud Operations to enable the Enhanced Search feature.

Azure AD Import

The Azure AD feature is enhanced to streamline the process of importing users through Azure AD.

With Azure Active Directory (AD), you can maintain your organization's employees along with the ability to make necessary customizations.

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Chat Configuration

The Self Service Chat settings are now consolidated into a single workspace for ease of use.

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Service Request in Microsoft Teams Bot

The Microsoft (MS) Teams Bot has been enhanced to support creating service requests from the MS Teams Bot. The end user now has a seamless experience without the need to switch to another application to raise a service request.

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Graphical Action Designer (GAD) Enhancements

The following updates to the GAD have been added:

•The Undo button function now restores action blocks to the design board while maintaining any configuration changes made to action blocks that were removed from the design board.

•An Enable/Disable button has been added for Quick Actions in the GAD UI.

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Run for Child Quick Action

The following new features have been added to the Run for Child Quick Action:

•New button: Opens the Graphical Action Designer (GAD) in a new tab, where you can add a new action to use for Run for Child.

•Edit button: Opens the action you have selected to run for Run for Child, and displays that action in a new GAD browser tab.

•Refresh button: Click to refresh the Action to Run drop-down list. For example, if you added a new action as described in New above, the refresh adds it to the Action to Run drop-down list.

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Neurons Bot Quick Action

Quick Actions on CI Records:

•The capability to directly trigger Neurons Bots for specific Configuration Item (CI) records is added.

Display Log Messages:

• Retrieve log messages from invoked bots and store within ITSM.

•Display log messages against a bot invocation.

Refresh Button in Neurons Bot (GAD only):

•A new Refresh button added to the Neurons Quick Action settings loads the latest definitions from Neurons allowing timely updates. A manual refresh can be requested every 5 minutes.

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RBVM Data Import Connector

The RBVM Data Import Connector now includes import/mapping of CIs from RBVM to ITSM.

The connector configuration UI feature enables you to easily set up a connection, set filter criteria for the data, and set schedules to run the connector and import from RBVM. Once the data is pulled from RBVM, based on the filter criteria, Security Events and CIs are created, and if the Event Severity and Risk Score of the Security Event is greater than or equal to 9 (the default value), Security Incidents are created.

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Enterprise Landing Page

The Enterprise Landing Page facilitate you to navigate to different Self Service portals or facilities based on the category you need to access. You can tailor the landing page to view and access the content specific to selected role such as HR, IT, or Marketing

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Self Service 3rd party chatbot

You can enable chatbot interaction with a 3rd party using the Chat with Support and Chatbot widgets. These widgets are configurable for each Self Service page (per role). With this feature, you can seamlessly manage both chatbot and Agent chat.

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Self Service page designer role and organization

You can design your page and save as template for both Role and Organization in the Self Service portal using the Organization Selector dropdown option. However, the Config Homepage for MSP global constant must be enabled to use this feature.

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Configure Card for List Widgets

In the Self Service Management portal, you can customize each item/card using Configure Card feature in the Options settings of the List Widget.

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AITSM

With Ivanti's AITSM Generative-AI capabilities, IT Support and Service Desk Analysts can improve their efficiency by reducing manual effort in summarizing incidents and tickets, and generating knowledge base articles.

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Modern Survey

Modern Survey is the enhanced and improved survey feature for gathering and evaluating customer feedback. The Modern Survey feature comes with modern aesthetics, responsive design, and real-time preview, ensuring optimal usability across all devices.

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A survey feature is now available for the HR Case business object. The survey feature enables customers to return feedback for HR Case records they are associated with.

Survey metrics data is also available to view in the Survey Metric View workspace for all HR Case surveys that are returned.

Neurons Bots Integration for ITSM

The Ivanti Neurons Bots integration allows Neurons Bots defined on an Ivanti Neurons tenant to be executed from within Neurons for ITSM. This integration is provided in the form of a new Quick Action that enables users to configure the inputs required by the Neurons Bot, so that they are automatically populated from the current business object context at run time.

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Quick Links (Self Service)

Enhanced editing features for Quick Links are added in the Page Settings editor. Use Quick Links to display useful links to Business Objects, workspaces or web pages. Quick Links can be displayed in your page design as lists, tiles or a carousel.

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Exporting archived data into readable format

The Retrieve Archived Data page enables exporting of archived data in standard readable formats. The displayed data columns in the report are customizable and support advanced filtering and search capabilities.

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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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Additional Settings in the Service Catalog Workspace

The Service Catalog workspace enables you to activate the following features:

•Submission Dialog Box for Mobile

•Submission Dialog Box for Desktop

•Add to favorites

•Share as Service Catalog

•Save for later

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Five Quick Actions marked as deprecated

Five Quick Actions have been marked as deprecated prior to their actual removal scheduled for ITSM release 2024.3.

New Quick Actions cannot be created from deprecated action types. Existing Quick Actions can still be edited, but can cause error/warning messages to appear.

We recommend that customers discontinue use of these Quick Actions now, ahead of their removal in the future release.

Please see the Topic Links alongside for a list of the five affected actions.

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Configuring Trusted Agent with PowerShell

Workflows and tasks can be automated through trusted agents to receive and process requests using PowerShell scripts.

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LOB support for Chat

You can now link Service Desk Analysts to Line of Business (LOB) departments (IT, HR, Facilities, Security). Chat conversations are then routed to Service Desk Analysts skilled in that particular area.

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Default Banner Style

A default banner can be set across workspaces in the Self Service portal.

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Render My Items in list widget

List widget can be set in the Self Service portal to fetch search data based on Saved Search, Service Catalog, My Items, Favorites, and Validation List.

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