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Version: 1.19.0

Version 1.19.0

warning

Before you deploy the ITSM version 1.19.0, ensure you have the 1.29.0 or later version of the platform installed, as well as the SA version 2.0.0.

In this version, we have implemented the evaluation of incidents' Impact based on the Impact Matrix, as well as the cancellation and resumption of tickets on the Self-Service Portal.

Apart from that, we have added the ability to comment on multiple service requests and incidents at once, and process their tasks in bulk. We have also made it possible to create announcements from user queries, and expanded the service request and incident forms with information about the service consumer. Additionally, we have implemented the fixes related to the:

  • creation of change approval tickets for configuration item owners;
  • automatic change of service request and incident states;
  • validation of the Resumption of work field value in problems.

We have also reorganized the ITSM documentation – we have improved its structure and updated the information.

New features​

Impact Matrix​

Impact is an auxiliary parameter used for determining a ticket's priority. To make the prioritization of incidents more objective and transparent, we have implemented the Impact Matrix (itsm_dl_impact) table. It evaluates an incident's impact based on the following configurable criteria:

  • Event scope;
  • Service outage extent;
  • Business criticality of the specified Service;
  • whether the Caller is marked as VIP.

To manage the evaluation of impact based on the Impact Matrix, we have added the itsm.itsm_incident.impact_matrix_is_enabled system property. We have also implemented the matrix_manager role, which allows users to manage the ITSM matrices.

Read more:

Cancel and resume tickets on the Self-Service Portal​

Users can now cancel their tickets on the Self-Service Portal, as well as resume them after the cancellation. This makes ticket management more flexible and allows for optimizing the work of the service desk.

To enable this, the Cancel ticket and Resume ticket buttons have been added to the View Task Readonly Form widget on the ticket portal view. They are available to the caller and the caller's manager. The functionality can be managed using the new itsm.ticket_cancel_resume.portal.is_enabled system property.

Read more:

Comment on multiple tickets​

To speed up the processing of similar tickets, we have added the ability to comment on several of them at once.

For this purpose, we have implemented the Add comment button on the list view of the Service Request (itsm_request) and Incident (itsm_incident) tables. The button opens a modal window where users can add a Work note and a Discussion entry. The comments entered in these fields are added to the corresponding tabs of the Activity Feed of the selected tickets.

In addition, we have added the itsm.mass_processing.max_number_to_comment system property that limits the number of records that can be commented on at once.

Read more:

Process service request and incident tasks in bulk​

To optimize working with similar tasks, we have implemented the ability to assign, complete, and comment on several tasks at once. For this, we have added the Assign, Complete, and Add comment buttons to the Tasks related list on the service request and incident forms.

Read more:

Create announcements from user queries​

To make the process of notifying users more convenient, we have added the ability to create announcements from user queries.

The record forms of the User Query (itsm_inquiry) table now display the Announcement button. It opens the announcement form with the Subject and Description fields prefilled with the information from the user query.

Read more:

View the service consumer​

For the agents working on the tickets to have a clearer understanding of the service consumer, the corresponding information has been added to the incident and service request forms.

In the agent interface, incident and service request forms have been expanded with the Service consumer and Caller is consumer fields. We have also added the Service Consumer widget to the agent and portal view of the service request forms, as well as the portal view of the incident forms. The widget displays both the service consumer and the service provider.

In addition, to improve the exchange of information between agents, we have implemented the Notes for agents field on the Closure information section of the service requests and incidents forms.

Read more:

Improvements​

Annotations on the portal forms of incidents and user queries​

To help users classify their tickets correctly, we have added annotations to the portal forms for the creation of incidents and user queries. Moreover, these forms now display the service desk phone number regardless of the chosen Urgency.

Read more in the documentation.

Fixes​

DEF0021738: For change requests with a complex CAB, a change approval ticket was not created for the configuration item (CI) owner. This occurred because the approval ticket creation logic was tied to the Owned by field, which was not added to the Configuration Item (sys_cmdb_ci) table record forms. In this version, the logic has been switched to the Owner field. As a result, the change approval tickets for the CI owners are now created.

DEF0021614: The automatic change of incident and service request states from the Information Needed state after a specified period was not happening correctly. This was caused by the overlapping of business rules that moved tickets to different states. In this version, the outdated business rules have been deleted. According to the relevant rule, if the caller misses the deadline to submit the required information, the ticket changes its state from Information Needed to Completed. In this fix, we have also deleted a superfluous default list view for the Article (article) table.

DEF0017833: It was previously possible to save a postponed problem record with a past date in the Resumption of work field. This occurred because the field value was only validated when clicking Apply in the date selection window. Now, a record with a past Resumption of work date is not saved, the field is cleared, and an error message is shown.