What's New - Enterprise Service Management

Localization support is extended to AITSM features based on the locale selected by the user.

This enables users to experience the application interface in the language of their choice.

The elements that can be localized are:

Static UI elements including button labels, hyperlink labels, hover-over text (tooltip, info icons), popup messages, field labels, messages in conversation with co-pilot, dates, numbers, and user entered content based on the selected locale.

You can translate your content based on your selected locale. Turn on the Translation Service (Beta) in the AI Configuration Hub, it currently translate the content with the help of Open AI model.

Ticket Classification feature leverages ITSM’s AI services to predict and categorize service tickets eliminating the dependency on Neurons.

A centralized OOTB experience is provided by consolidating the integration features into a single space where you can configure settings directly in the Configuration console, minimizing the dependency on Operations team.

Key updates include:

•URL-based connections are set up using the Client-Based Connection option.

•Features are managed through the Options menu.

•Integrations are configured via Manage Connections.

Simplified Expression Editor is available in Business Rules and Stored Expressions.

With this, users can leverage the low-code interface and easily define business rules without the need for understanding complex syntax and expressions.

Option to anonymize data such as ex-employee or ex-customer personal information is available. This feature enables an organization to comply to the General Data Protection Regulation (GDPR) guideline of not anonymizing employee or customer data that is no longed needed.

This is in Beta phase in ITSM 2025.3 release.

This feature is non-reversible. Once anonymized, it cannot be undone. Proceed with caution.

The GetBusinessObjectMetadata API is designed to return the response payload in JSON format. It returns the metadata of Business Object with more specific information that helps developers make educated design decisions and efficiently utilize the API.

Support to import macOS devices when using importing data using Ivanti Neurons Discovery is provided, ensuring complete and accurate device information.

Option to customize URL when importing users through Entra ID Integration is provided. This gives you the flexibility to setup the Graph API endpoint as per the region/nation cloud your business operates.

Support for specific HTML tags and attributes, such as <object> in HTML type fields across business objects is provided. Common use cases include Incident, Knowledge, and Problem. This feature allows users to embed custom HTML content safely.

Log data archival capability is expanded to automatically clean-up audit and transaction queue tables in the database. This improves system performance by reducing storage usage.

The RBVM-ITSM integration is improved by providing the following additional filter settings:

•Pre-populated filter settings - helps in auto-populating data based on existing configuration.

•Extended list of filter-specific operators - gives users more flexibility and control when importing data.

The following enhancements have been made to improve the user experience:

•Improving the button usage.

•Minimizing redundant command messages simplifying service request processes.

•Providing quick access to detailed ticket information.

During the runtime, if a workflow is leading to an infinite loop, option to suppress the workflow by deleting the respective event and logging the information is provided.

The following enhancement has been made to improve attachment accessibility:

•View Attachment Details – Once the system loads the results, you can view attachment details for each record directly.

•Parent and Child Record Support – Attachments are displayed for both parent records and their corresponding child records, ensuring comprehensive visibility across related data.

The following enhancements have been made to Workflow Priority:

•Workflows initiated by Quick Actions and Triggers support the High Priority setting. Scheduled Entries continue to work as a regular priority.

•All Service Request submissions with associated workflows are queued as a high priority. Once queued, the workflow uses the priority defined in the Request Offering.

The following capabilities have been added to support data archival management:

•Exclude Records from Archival – you can manually exclude specific records from being archived.

•Reset Exclusion Status – you can include previously excluded records back into the archival process.

•View Records by Archival Status – you can view records basis the archival status

Negative values are not allowed in the workflow task input fields.

The following updates are made to improve the package import experience:

•Dedicated Workspace for Large or Time-Intensive Imports – The workspace is now available for importing packages that are expected to take more time or are large in size.

•Supports Smaller Packages – This can be used to import packages smaller than 30 MB.

The following enhancements have been made to Dashboard V2:

•Global Filter Selector – A new filter selector is added which allows you to filter data across all widgets simultaneously.

•Unified Filtering – Global filters provide a consistent and streamlined view of the data.

Resource Plans which was limited to the Project workspace is now available in the Demand workspace. It allows you to create resource plan and add resources directly within the Demand workspace, if the demand is in the evaluating phase.

Support to scan assets without purchase order is provided.

Support for Data Matric scan codes is provided for both ITSM and ITAM.

With this, asset information can be scanned and captured more accurately and also maintain compatibility with all bar code types currently supported.