SWSD June 23rd: Response Templates for Admins and Agents, Additional Flexibility Enhancements for Automation Rules, Update via CSV, and More

Continue to accelerate and align ticket first response and remediation with Response Templates 
Promote more consistent messages and faster response times through our newly released response templates. Reduce repetitive manual efforts by creating and saving your own customized response templates for use as comments in incident and service request tickets.  

Agent-created templates are saved as personal templates, ensuring their voice remains in their work, and are available only to that agent. Along with creating their own personal templates, administrators can create templates at the ITSM or service provider level, helping to standardize and align communication across agents and teams.  

This feature is available for customers with the Advanced or Premier subscription plan. See response templates to learn more.  


Bringing additional flexibility to the Automation engine and rules  
With this new release, Automation Rules can now mix and match both AND and OR operators for more flexible conditions. This allows for more complex conditions to be used which minimizes the need for multiple automation rules.  

In addition, it is now possible to create an automation rule condition that matches on any update to a custom or system field in an object, without needing to identify if it is a change based on current values or whether the change updates a value from or to a specific new value – simplifying and expanding the automation process.  

Both updates open the door to more automation possibilities to help teams work smarter, not harder. See Automations for more information.

Easier way to mass update records, without using the api, with updating via CSV

Need to mass update records but don't want to mess with the API? Now you can update records via a csv import/update! ITSM administrators and ESM service provider administrators can now update records via comma separated value (CSV) files. This will allow you to easily update email addresses for users, add owners to computers, and more. Previously mass updates could only be performed via the user interface and API and now with updating via CSV you can makes more update quicker and easier. Records that can be updated via CSV are computers, users, incidents, mobile assets, other assets, and solutions. See CSV file imports, updates, and exports


Other notable enhancements 

  • Filters added for Dynamic Forms 
  • Restricted private comment visibility 


Read the full release notes 

 If you have any questions, please leave a comment below. 
See what else we’re working on. 
Have a feature request? Upvote or submit your request here.

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