New API Documentation, New Reporting Capabilities & Agent Productivity Enhancements

Agent Productivity  

  1. API Documentation

With our new interactive API documentation you can see step-by-step code examples you can modify online, and enjoy easier search and navigation capabilities to help you integrate third party apps with Service Desk more quickly and easily.  

In the example shown below, you can see how easy it is to modify the code for getting an Incident’s ID record or updating an incident's record by its ID: 


2. Agents Can Resend Task Approval Requests

Starting today you can resend approval requests to service agent users even if you’re not an admin. Simply go to the approval section, Process area and click the envelope icon next to the approval task you want to resend. 

Reports & Analytics

  1. Newly Revamped Reports – Now Available in Labs!

Our reports have been updated to be easier to navigate, have a more functional look and feel, and provide you the ability to zoom in and drill down into the specific details you require.  

You’ll see increased consistency between the Index pages and reports layout, as well as the way you reach the filter and parameters selection across different modules of the platform. The new left side rail makes it easier to add the parameters and the ability to now customize the newly added Y axis for reports will provide you with additional reporting detail.  

Follow a few simple steps to activate this feature in labs now: 

  • Go to Set Up -> Labs 
  • Find the New Reports Page feature 
  • Switch the toggle button to On  
  • Specify users that will use reports, or, enable for all users 


Reports Before 



New Look & Feel  


Discovery & CMDB   

  1. Automatic mapping of CIs (Configuration Item)* to incidents created from Orion Alerts

If you've been mapping CIs to incidents manually, you know that the process can present a few challenges. The first is that manually mapping a CI/ node to the relevant asset is a time-consuming effort. Secondly, the possibility of linking the alert to the wrong asset can slow time to resolution and that mistake can create additional work. Lastly, if you have not been mapping the node/CI, you can potentially miss visibility into other underlying elements that are relevant to the incident. 

With this new release, incidents generated by Orion alerts, will be automatically linked to the relevant asset, streamlining the process and helping minimize the possibility of mistakes. *Note that for this feature to function properly, the node ID in the CI, must match the node ID that is included in the Orion Alert attributes 

For more information, please visit our technical documentation.  

Thwack - Symbolize TM, R, and C