Strengthening the ITSM Core
- Change Management:
- Request a Change from the Portal
- Reoccurring / scheduled Changes
- Notifications: Advanced management capabilities
- Expand notifications support to additional ITSM objects
- Exclude group notifications
- Daily email digest
- Ticket Templates: Be able to have pre-filled tickets for quicker ticket creation time
- Custom State Colors and Portal Name: Ability to change the state color and customize the state name on the portal
- Dynamic Forms: provide an efficient way to collect and validate inputs that are context dependent
- Application menu – a docked, left side menu for easier and faster access to menu options
Analytics
- Dashboard Enhancements:
- Advanced filtering in the incident's widgets
- Ability to Change the widget view and ‘group by’ selection in the incident's widgets
- New widgets to cover Service Statistics
- Ability to create a custom widget from the incident data
- Reports Enhancements:
- Adding new reports:
- Advance Service Statistics
- Open-tickets age distribution
- Enhancing existing reports and report’s functionality:
- CSV output option for scheduled reports
- Making the 'Manual Time Tracking' reports clickable so you can better understand how the time was spent
- Adding new reports:
- New filtering capabilities
- PowerBI connector
Workflows and Automation
- Automation rules: Create records
Service Engagements
- Mobile:
- Other assets
- Change management
- Tasks & approvals access for service task users
- Portal:
- Introduce components which display different types of data
- Ability to customize the layout of your portal by adding/removing and resizing components
- Integrations:
- Integrate with Microsoft Teams for creating new incident tickets
Admin & Setup
- Re-organize the setup menu: Separate first-time setup items from the daily administration of application preferences (e.g. automations, email templates, etc.).
- Delegate admin functions: Allow admins to add roles with select setup privileges
Discovery
- Jamf integration – import asset information from Jamf (Apple devices)