Version 1.17.0
We have introduced the ability to reclassify tickets. We have also added the automatic population of certain child incidents' fields with the information from the parent incident, as well as the automatic completion of tickets with no response from the caller. In addition, we have integrated the Ask a question and Report an incident portal cards into the updated data structure, and implemented the fixes for the access right to update the Followers list field and the looping of new comment notifications.
New features
Reclassification of tickets
It is now possible to quickly and conveniently reclassify incidents as service requests, and service requests as incidents. This is useful if the caller selected the wrong ticket type.
We have added new UI actions to incident and service request forms – Service Request and Incident, respectively. Clicking Service Request opens a modal window that allows users to select the service request model or continue creating the service request without it. Clicking Incident opens the incident creation form. Reclassification is not available for infrastructure incidents.
The new ticket is automatically filled in with the information from the original ticket, including the attachments.
The original incident or service request moves to the Completed state with Not solved (created by mistake) as its Closure code. The Closure notes field displays a comment about the reclassification. If the original incident was a child incident, it is detached from the parent.
The caller is notified about the reclassification by email. The notification contains links to the portal views of both the new ticket and the original one.
Read more:
Automatic passing of related record values from parent to child incidents
To ensure the information in child incidents stays relevant, some of their fields are now automatically populated with the information from their parent incident:
- Related Problems
- Solved by Changes
- Caused by Changes
- Related Articles
- Known Error
The automatic population applies to both new and existing child incidents. The fields become read-only for users with all roles except for admin.
If these fields change values in the parent incident, the values in its child incidents change automatically. The values in a child incident also change if another parent incident is selected. In both cases, the new values fully overwrite the previous ones. The changes in child incidents are not passed to their parent incident. If you clear the Parent Incident field, the above-mentioned fields of the child incident become empty and editable.
It is now also impossible to select a closed incident as a parent or child one.
Read more in the documentation.
Automatic completion of tickets after a set number of days
Incidents and service requests are now automatically completed if the agent requires information from the caller but caller does not respond within a specified time frame. This ensures that the tickets with no reply from the caller are processed in a timely manner.
You can specify the number of days after which tickets with no response from the caller move from the Information Needed to the Completed state in the following newly added properties:
- itsm.itsm_incident.days_count_to_completed for incidents;
- itsm.itsm_request.days_count_to_completed for service requests.
The default period is 5 days as determined by the specified schedule.
You can specify the schedule to calculate the period until the automatic completion in the following newly added properties:
- itsm.itsm_incident.schedule_id_state_to_completed for incidents;
- itsm.itsm_request.schedule_id_state_to_completed for service requests.
The default schedule is 24x7.
Read more:
Change of table for Ask a question and Report an incident portal cards
In accordance with the updated data structure, the Ask a question and Report an incident portal card records have been transferred from the Node (simple_node) table to the Portal Card (portal_card) table. These cards are still displayed on the portal and allow users to create a user query and incident, respectively.
Fixes
DEF0017727: We have fixed the problem that allowed users without the rights to read and update a record to update its Followers list.
DEF0017264: We have fixed the looping of new comment notifications that occurred if the recipient's email had automatic replies configured. We have also added the translation for these notifications.