Release Date: 8th September 2020

New Feature/Improvements
-Auto Incident Schedule Support
-Feedback Template Customization Support
-Feedback Details Support in Reports
-Mobile Application Changes

Purpose and Summary
1. Auto Incident Schedule Support
This feature is useful for setting reminders for critical routine activity, which needs to be performed and tracked on regular intervals in the system such as cleaning-up the database once a month or server maintenance once in 3 months and so on. The technician can schedule an incident with the required details so that, the incident will be created automatically.

2. Feedback Template Customization Support
For capturing feedback for served requests, an email notification containing Feedback Form URL will be sent to the requester. Till now email template format used for sending feedback link was fixed, but now with this new improvement, the Admin user can customize the feedback email template format as per requirement.

3. Mobile Application Changes
Below features are added in the Mobile application:
-Dependent Custom Fields support
-Two Factor authentication support
-Approval support for Release Approval Request
-My Assets functionality support in Requester Portal

4. Feedback Details Support in Reports
Support of feedback custom fields is added in request tabular reports. Also, feedback details support is added in request summary reports.
–Impact: This upgrade contains heavy data migration and data structure changes, so an upgrade may take longer downtime for clients with large data volumes.
–Prerequisites: No hardware/software upgrade required from the previous version.
–Upgrade Compatibility: With this upgrade, Mobile Application and Plugins are no longer backward compatible, so it’s mandatory to upgrade plugins and mobile applications. This upgrade is supported from version 3.9.

Release Date: 21st July 2020

New Feature/Improvements
-User Login Security Rules Support
-Password Policy – Additional Security Parameter Support
-Requester Fields Supports in Automation Rules Qualification
-Configuration Audit Support User Management Changes
-Request Auto Archiving and Purging Support
-Convert To Request- functionality support for Technicians
-Separate Configuration to allow Reopening of Resolved and Closed Request
-Asset Discovery – Change Asset Display name on hostname change

Purpose and Summary
1. User Login Security Rules Support
Advance Login security features such as two-phase authentication, login session timeout, login session idle timeout, blocking application access after multiple failed login attempts are added to improve security compliance of the product.

2. Password Policy – Additional Security Parameter Support
In addition to existing password strength measurement, support of password expiry, and restriction on reusing old passwords is added. A new mechanism will enforce users to compulsory change passwords after a particular duration and also restrict the use of the recently used passwords as the new passwords.

3. Requester Fields Supports in Automation Rules Qualification
In Automation workflow, approval workflow, and scenario support of requester fields such as location, department, custom fields are added in automation workflow and approval workflow qualifications. This will reduce the customization requirement of populating requester information in Request for different process mappings.

4. Configuration Audit Support User Management Changes
Configuration audit to track changes related to requester/technician account including Login/Logout/Password change activities, change in the user security configuration are now maintained in the system with date and time of the event.

5. Request Auto Archiving and Purging Support
Archived requests are removed from the active requests list as they are considered as a separate entity with unique search options. This feature will automate the archival of old or closed requests and auto purging of the same from the application. This activity, when done periodically, helps ensure optimum performance of the help desk solution.

6. Convert To Request functionality support for Technicians
Support for converting a Technician to Requester is provided. This feature is useful in the scenario where within an organization due to role changes, a particular user is no longer required to perform duty as a technician but still as an organization employees can request required services.

7. Separate Configuration to allow Reopening of Resolved and Closed Request
With this new release, two new preference parameters are added, one to allow reopen request in Resolved status and second to allow reopen request in Closed status from the requester portal. Also, the existing parameter – “Allow Requester to Reopen Request” is removed.

8. Asset Discovery – Change Asset Display name on hostname change
For assets added through the discovery process, the asset display name is populated with derived hostname value but was not getting updated on hostname change. Now, with this new change asset display name will also get updated with the change in the machine hostname.

–Impact: No impact on existing operations.
–Prerequisites: No hardware/software upgrade required from the previous version.
–Upgrade Compatibility: This upgrade is supported from version 3.8.

Release Date: 21st April 2020

New Feature/Improvements
-Password Policy Support
-Feedback Notification to Technician
-High Availability Implementation Changes

Purpose and Summary

1. Password Policy Support
Password policies help you define the structure and complexity of passwords to be used by users of the application as per organization requirements. When a new password is changed or newly set, the complexity will be considered with respect to the configured password policy rules. Admin can configure these rules from Admin -> Users -> Password Policy link.

Note: These rules will not be applicable for LDAP users.

2. ITSM High Availability Implementation Changes
To overcome limitations of existing ITSM HA implementation, a new HA implementation strategy has been introduced. With this new implementation below limitations/issues are resolved.
-Network connectivity failure scenarios are handled. Previously in case of network connectivity failure, both installations were treated as master.
-Separate service for file synchronization process.
-Centralized logs for HA process.
-Migration of HA from a Non-HA environment is easier

3. Received Feedback Notification to Technician
Feedback response details of each ticket will be notified back to the technician who attended/resolved the ticket via email. In the default notification template, feedback ratings and comments will be sent. Admin can Enable/Disable this notification or change the content of the emails from Admin -> Automation -> Email Notifications.

Impact: No impact on existing operations.
Prerequisites: No hardware/software upgrade required from previous version.
Upgrade Compatibility: This upgrade is supported from version 3.7.

Release Date: 4th Feb 2020

New Feature/Improvements

-Release Management Support
-Chat Engine Support
-Mobile Application Upgrade
-Asset association support on request creation
-Export Report Email: Report Download URL Support
-Plugin Support For Custom Report Development Bug Fix

Flexibility

-Category Management – Mandatory Leaf Node Selection Support
-Reports: Supports of “Notes”, Escalation Level and SLA Resolution Time
-Support of sending scheduled reports to Technician and Technician Group
-Custom Task Type Support
-Pre-populate subject and description fields support while creating problem-related to request
-Additional SLA Information Support – SLA Due and Current SLA fields support
-Urgency and Support Level action support in SLA
-Requester Email and Change Type support in workflow, scenario and SLA
-LDAP Integration: Scan Result Notification
-License Expire Notification Support
-Multiple Credential Support on Network Creation
-Asset Discovery – OU support in Domain Configuration
-Asset Tabular Reports support of grouping on “Used By” field
-Allow admin user to update “Do not assign me” feature for technicians
-Requester Location and Department should be copied to created ticket
-Id and subject field support for manual approval title
-Refresh support for request/problem/change/asset search result grid

Stability

-LDAP Integration: Pagination support for data fetching
-Delete user is not removed from ITSM on LDAP synchronization
-Resolved Time update on request custom field update
-Merge Ticket: Support to view details tickets to be merged on separate tab
-Label change from Kb to Knowledge in Relations tab
-Support Portal: Show Created Date on view ticket
-Remove scoping validation for creating task
-Unable to open tickets with closed status in list view

Purpose and Summary

1. Release Management Support
Release management is the process of managing, planning, scheduling and controlling a software build through different stages and environments.

Similar to hardware upgrades, organizations need to upgrade software releases also. Not having a centralized system in place for managing such software upgrade may lead to costly downtime or increased outage.
Organizations can address these issues using Release management. For more information refer user guide section Release Management

2. Chat Engine Support
The main motive of this feature development is for the immediate and extended support on live basis. If any user needs an urgent solution to any problem, chat support becomes a benefit. For example, if a requester needs help or guidance for some queries, he can use chat for instant help. Similarly technician can use chat as collaboration tool within team to get answers for any query.

Addition to above, history of the live chat can also be tracked which helps in resolving the same query if occurs twice or also for storage of chat history.

Chat feature will be disabled by default. One can enable this by following guidelines provided in user guide. Refer Administration Manual > IT Infrastructure > Chat Server Configuration in user guide to enable chat engine.

3. Mobile Application Upgrade
ITSM product mobile application technology is upgraded to 64-bit. In addition to that create request form customization points support is added to control display of system fields. The application can be updated or downloaded from google play store or Apple app store

4. Asset association support on request creation
Facility to link an existing asset to the request at the time of request creation is added. This functionality is enabled on both Support and Technician portal. Making asset information readily available with request helps technicians to deliver speedy solutions.

5. Export Report Email: Report Download URL Support
At the time of Export Report now technician can chose to have report export as download URL in the email instead of attachment. Using this URL technician can download report on his/her machine. This feature
is useful for the cases of larger reports, which will reduce load on email server.

6. Plugin Support For Custom Report Development
Except the pre-defined report, a custom report plugin is also added and allowed for the user to create the entire report as per his specific requirement in 3 different types of visualization option. Refer section Report Management > Create and Edit Reports > Create Plugin Report in user guide for more information.

7. Category Management – Mandatory Leaf Node Selection Support
With this improvement now admin can mandate leaf node selection of category at the time of creation of request, problem and change. Admin can enable such behavior in the system by changing configuration in
the category management.

A flag setting is added to keep the request specifically dedicated to the sole child category and not the general category which minds just the particular node when its flag is enabled. Here, the default categories can also be set as per the requirement. The selection for the node can be done from Request Categories > Three dots > configuration

8. Reports: Supports of “Notes”, Escalation Level and SLA Resolution Time
New columns Escalation Level and SLA resolution time are added in tabular reports. Support technician notes is added in the summary report with Note Added By, Note Added On, Note fields. Also in summary report “Solution Added On” fields is added in solution detail.

9. Support of sending scheduled reports to Technician and Technician Group
To overcome the tedious activity of selecting multiple email-id’s manually, an option of sending the reports directly to the technicians or whole technician group can be selected just in one click. Access from Report-> Choose report > Schedule Report

10. Custom Task Type Support
Now in addition to OOB task types, admin can add custom task types in the system, which can be useful for more granule categorization of task details. Access from Admin > Organization > Task Type

11. Pre-populate subject and description fields support while creating problem-related to request
For the repetitive addition of the subject & description and to mitigate re-filling of same information which is already fed at the time of request or problem creation, the description field would be auto-filled with the title of the created request or problem.

12. Additional SLA Information Support – SLA Due and Current SLA fields support
Purpose of this improvement is to provide better visibility of ticket SLA information to technicians and to provide reporting of the same.

SLA due time details of ticket will help technicians to prioritize pending tickets and provide timely solution of pending issues within defined SLA.
As a part of this improvement following changes are incorporated in the product. SLA Due Time and Applied SLA information is provided on ticket listing and request details page for all open/pending tickets. For tickets
that are in Resolved or Closed status or tickets, whose SLA is violated SLA Due time will not be displayed. SLA Remaining Time support is also added in tabular reports.

Any update in the tickets which leads to change in applied SLA is monitored by background job which will update new SLA information in next schedule execution. SLA monitoring jobs will consider only those
tickets for which SLA is not violated and are not in Resolved or Closed status

13. Urgency and Support Level action support in SLA
This feature allows the user to specifically put a condition for urgency and support level for quicker attend and preliminary solution.

14. License Expire Notification Support
A notification of the license expiry will be shown on top of the dashboard exactly 30 days before the expiry to let user prompt for the renewal.

15. Multiple Credential Support on Network Creation
A network is a combination of various types of devices thus, multiple credentials support is added to let the system identify while accessing same network type. For settings please refer Admin Manual > IT Infrastructure > Network in User Guide

16. Asset Discovery – OU support in Domain Configuration
This feature allows the discovery of the asset according to the domain or IP entered. It helps to automatically add devices with a change in network. This can be configured from Admin > IT Infrastructure > Create a
network

17. Asset Tabular Reports support of grouping on “Used By” field
This feature allows the assets to be grouped as per its usage by a particular user to scrutinize the use of assets by single logged in user.

18. Allow admin user to update “Do not assign me” feature for technicians
This allows the admin to decide and give rights for, which technician shall refrain from assigning work to himself/herself, hence keeping an eye on the technician’s bandwidth, work distribution, etc.

19. Requester Location and Department should be copied to create ticket
With this new improvement location and department fields of requester user will be copied to newly created tickets of the requester. This will be useful for the cases of Email to Tickets. Admin can enable/disable this feature by changing the configuration. For Configuring please refer Admin Manual > Admin User Management > Preference in User Guide.

20. Id and subject field support for manual approval title
This feature allows the direct trigger of the approval as soon as the Id and Subject field is filled and the request matches the ones chosen in workflow. Thus, this request mandatorily needs an approval to start working on the resolution. An action “Run Approval Workflow” is added for request/problem/change workflow.

21. Refresh support for request/problem/change/asset search result grid
A feature of ‘Refresh’ is added to collect and display the latest request/problem/change/asset in the list in just one click. Thus, any urgent or high priority requests which have been added recently can be attended and resolved.

22. Fixed on LDAP Integration: Pagination support for data fetching
At the time of fetching data from LDAP server data will be fetched in some predefined chunk instead of fetching all the data at once. This will reduce load on LDAP servers where large amounts of data needs to be fetched.

23. Fixed on Delete user is not removed from ITSM on LDAP synchronization
At the time of LDAP configuration, one more option “Block missing users? (If not blocked, missing users will be deleted)” is provided. Default value of this parameter is set as false. Based on this parameter value below behavior will be applicable to both Requesters and Technicians.

If the value of this parameter is set as false then, missing users will get deleted on the next LDAP scan. If the same user is added in Active Directory then new use will be created.

If the value of this parameter is set as true then, missing users will be marked as blocked on the next LDAP scan. If the same user is added in Active Directory then the user will be marked as unblocked. Now Lock/Unlock icon will be visible for technicians also.

24. Fixed on Resolved Time update on request custom field update
Code fix to stop request resolved time update on custom field update of any request.

25. Fixed on Merge Ticket: Support to view details tickets to be merged on separate
Now at the time of merge ticket operations if a technician wants to see details of particular request then he can view the same on separate tab by clicking on it.

26. Fixed on Label change from Kb to Knowledge in Relations tab

27. Fixed on Support Portal: Show Created Date on view ticket
Request created date information is added in request view on support portal, prior to this there was no provision to view request created date information on support portal.

28. Fixed on Remove scoping validation for creating task
Now scoping restrictions of request will not be applicable to tasks created under individual request. So assignment of task to different.

29. Fixed on Unable to open tickets with closed status in list view
On the closed request list tab, link support to view individual request information is added.

• Release Notes 3.6 Release Date: 9th October 2019
• Release Notes 3.5 Release Date: 30th August 2019
• Impact: No impact on existing operations.
• Prerequisites: No hardware/software upgrade required from previous version.
• Upgrade Compatibility: This upgrade is supported from version 3.6.
• Release Notes 3.4 Release Date: 24th July 2019