This section describes the new features and enhancements that are made available in recent releases and updates to Ivanti Service Desk and Asset Manager.
Going forward, we are changing the way in which we provide updates to Service Desk and Asset Manager. Instead of there being a new release every six months or so, and you having to wait for new features or fixes, we are going to release updates whenever they are ready. Each update will be cumulative, and you can always apply the latest one to your 2018.3 installation. Any urgent fixes you require in future will be provided in the latest update.
You can get the latest update from the Ivanti Community.
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For information, see Overview to upgrading to Service Desk or Asset Manager 2018.3.
For information about upgrading your database, see Upgrade the database (all versions).
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This section describes the new features and enhancements that are made available in Ivanti Service Desk and Asset Manager 2018.3 Update 1.
Certain external methods of logging incidents, such as some email clients, use css styles in a way that cannot be processed by Service Desk. This can cause an out of bounds error or give unexpected results in Workspaces.
A new system option has been added to Web Access, called Remove styles in HTML Controls, which is set to False by default. If you set it to True, css styles (both inline AND style tags) are removed from all HTML Controls in Workspaces to prevent these errors. This includes styling coming from the HTML toolbar at the top of the HTML fields.
If any style tags cause a parsing error then they are removed, irrespective of the setting, to prevent the parsing error.
When style tags are removed because of a parsing error, inline styles remain intact.
Initially, the css styles used by the external system are stored in the database, and then removed when displayed in Workspaces. If you save ANY changes to an incident when Remove styles in HTML Controls has been set to True, the css styles stored in the database will be lost because they will be overwritten by the values with the styles removed.
The following changes have been made to the supported platforms:
For details of all the supported platforms, see Supported Platforms.
This section describes the new features and enhancements that are made available in Ivanti Service Desk and Asset Manager 2018.3.
Service Desk 2018.3 and Asset Manager 2018.3 are the names for the release. The version number for the release is 12.1, which is the version you find in file properties.
You can now associate home pages with groups in Workspaces. If a group has no home page associated with it, then there is no change to the previous functionality. However, if a group has a home page associated with it and a user currently in that group clicks Home, then the dashboard selected as the home page for that group appears.
Setting the Show Hyperlink property in Window Manager to True for the label of a related object on a process window (such as the Raise User label on the Incident window), makes a hyperlink appear on the window that analysts can click to access a related object. Previously, this feature was available only in Web Access. From this version, it is also available in Workspaces. Clicking this hyperlink in Workspaces displays the read-only window for the related object above the current window. Click Cancel to close it.
For more information about setting this property, see Maintaining related objects from a process window.
You can now filter data grids in Workspaces to show results from a specific single date.
For more information about Workspaces, see the separate Workspaces help available from https://help.ivanti.com.
This section describes the new features and enhancements that are made available in Ivanti Service Desk and Asset Manager 2018.1.
Service Desk 2018.1 and Asset Manager 2018.1 are the names for the release. The version number for the release is 12.0, which is the version you find in file properties.
Previously, calendars were available only in Web Access, but they are now also available as gadgets on dashboards in Workspaces.
You can associate a calendar of appointments with any object in your database – in particular with CIs and Users. This helps users to see when things are scheduled on various items defined in Service Desk or Asset Manager in a calendar view. You can also add appointments to items as part of a process, ensuring that any work planned is recorded along with the other data for that process.
For more information about configuring schedule management, see Schedule Management. For more information about designing dashboards in Workspaces, see the separate Workspaces help.
If you set Type of Display to Agenda and do not set a value for Period, the calendar gadget displays the current week.
The Calendar Configurations section enables you to add the appointments for one or more items that have the Schedulable behavior set in Object Designer to the calendar gadget. (For information about adding this behavior, see Designing schedule management).
There is a new System Preference in Web Access under Web Desk settings called Collapse History by Default. By default it is set to false, meaning that when you display a process window in Web Desk, the History pane is NOT collapsed. If you want the History pane to be collapsed when you first open a process window, set it to true.
A large number of customer issues have been fixed in this release, for details, see Issues Fixed Service Desk and Asset Manager 2018.1.
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