Other changes in Service Desk and Asset Manager 2017.1

This section describes the other changes that were made for Service Desk and Asset Manager 2017.1.

Using response levels in Workspaces

Several changes have been made to using response levels in Workspaces:

Response levels and variation attributes

You can configure a set of agreement rules so that the most suitable response level is automatically selected for a process, depending on the values of specified fields called variation attributes. If you change the value of a variation attribute on a window, the agreement rules are re-evaluated and the first agreement rule that matches the updated variation attributes is used to select a new response level.

However, in previous versions, this change only happened on the initial save or if the response level was visible on the window when the change in variation attribute happened. This meant that if a variation attribute changed when the response level wasn't visible on the window, then the response level would not be re-evaluated, and could be left in an invalid state. Examples of occasions when the response level isn't visible on the window include a variation attribute changing as a result of an automatic action, a scheduled calculation, or through a change made on a process window that doesn't have the response level on it.

From 2017.1, whenever a variation attribute changes after the initial save, the response level for the process is re-evaluated to see if it is still valid. If the response level is no longer valid, the agreement rules are re-evaluated and the first agreement rule that matches the updated variation attributes is used to select a new response level. However, if the response level is still valid, it is not changed. Note that this means that if a variation attribute changes because of an automatic action (for example), and the response level is still valid, then the response level DOES NOT change EVEN IF there is a matching rule higher up in the agreement rules list. If you open the process window at this point, the original response level is still selected if it is still valid. If you expand the drop-down list, however, all of the valid response levels are available for you to choose from.

Watch a related video (4:18)

For more information about the response level matrix and variation attributes, see Agreement rules.

Attribute templates in Workspaces

If you associate an Attribute Template with a drop-down list in Window Manager (see Customizing lists in Web Access and Workspaces), the attributes defined in the template now also appear in drop-down lists in Workspaces.

Dynamic windows in Workspaces

Dynamic window calculations are now triggered when launching an update action window in Workspaces.

Changing the text on the Apply, OK, and Cancel buttons in Workspaces

You can now change the default text that appears on the Apply, OK, and Cancel buttons on process windows in Workspaces. You do this using the Workspaces settings fields on the System Settings page in Web Access.

Window rules for actions inherited from a parent object

When you create a window rule for a process on a child object, you can now select actions that are inherited from the parent object. For example, if in Asset Manager you have a process for a Server, you can now create window rules that involve actions from the parent Configuration Item object.

For more information about window selection rules, see Creating Window Selection Rules.

Changes to Test to Live

The Test to Live application now displays the previous database connection details when it starts and includes a check box to enable you to log in using Integrated Security.

Changes to the out of the box database

The following changes have been made to the database used for new implementations:


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