Recently Released
Strengthening the ITSM Core
- View Other approvers comments in the portal Jan 21
- Enterprise Service Management (ESM)/Beyond IT
- Collaboration Phase 1 Feb 4
- Single pane of glass on Tickets for portal users Apr 14
- Convert a service request to incident Jan 21
- Select related asset from portal Feb 18
- Enterprise Service Management (ESM)/Beyond IT Enhancements
- Single pane of glass on Tickets for portal users Apr 14
- Be able to sort results when attaching related items Apr 14
Analytics
- PowerBI Integration: March 17
- Send incremental data using the Power BI connector
- Add assets data to the Power BI connector and additional fields to incidents
- Additional computer attributes in reports March 17
Workflows and Automation
- Generative AI (Premier Plan) (in Labs for customers on US datacenter) Apr 14
- Suggested solution
- Draft response
- Ticket summarization
- Ticket Resolution Summary
- Permissions
Integrations
- Updated At filter in the missing objects – API and UI Jan 21
- Virtual Agent enhancements: Apr 14
- Phase 3 (Ticket management, Enhanced search)
- OTB articles (New) / for Premier plan
- Chat with Live Agent on MS Teams or Slack
- Start the chat with an agent with the last conversation with the virtual agent / for Premier plan
- Chat with Live Agent available on collaboration channels (MS Teams and Slack)/ for Premier plan
Discovery / Asset management
- Upgrade Discovery agent with OpenSSL version 3 Jan 21
- Exclude IP range from subnet
What We’re Working On
Strengthening the ITSM Core
- One Decline is enough
- Canned responses for agents
- Add filters to Custom forms index
- Enterprise Service Management (ESM)/Beyond IT Enhancements
- Creation of service providers using templates
- Cloning Service Provider
- Sandbox (Premier Plan)
- Group assignment system field
- Easier identifying difference between incident and service request (New)
- Improved icons for quick reference
- Quick filters for easily switching between the types
- Update records via CSV import (New)
Analytics
- PowerBI Integration:
- Custom fields implementation as part of Power BI connector (New)
- Ability to filter incidents by hours
- SWSD Analytics improvements
- Ability to enable and disable SLAs (New)
- This will allow for keeping of historical SLA breaches for future reporting
- Allow you to setup SLAs in a disabled state to be enabled at a future date
- Service Statistics for Problems (New)
Workflows and Automation
- Assets automation - additional capabilities
- Field input when attaching runbooks
- Generative AI (Premier Plan)
- Auto generate runbooks of files (New)
- Data masking (New)
- Ability to trigger the automation rules on any field update
- Filtering automation rules and dynamic form rules indexes
- Unified trigger for running automation rule when creating or updating an object (New)
- Parse data from process integration API responses and populate it with workflow actions
Integration
- API
- Ability to filter by time (New)
- API filtering improvements (New)
- API: Add fields documentation
- API: Add custom fields to groups API call
- Improve service desk API Documentation
Discovery / Asset management
- Integration with Patch Management tool(s)
- Revamp of software index page
- Adding the ability to merge like software together
Mobile App
- Deep linking from external links (New)
