WHAT WE'RE WORKING ON FOR SWSD (UPDATED APRIL 2ND, 2020)
Strengthening the ITSM Core
Ability to share dashboards
Advanced filtering in widgets
Auto-update of widget data
Agent Settings: Providing more versatility to agents with an Out of Office setting
Approvals: Be able to reassign in the middle of a live workflow
Ad-hoc tasks: Be able to create ad-hoc tasks in service requests
Introduction of Change Catalog Items
Introduction of workflow in change
Create and share an index view with other agents
Expand notifications support to additional ITSM objects
Mass comment: Ability to push comments to incidents that are attached to problems or other incidents
Queue Management: Manage shared work items using queues.
Advanced Service Monitor for better visibility of incidents’ lifecycle
Help texts for custom fields and service catalog variables
Smart Suggestions for Change records
Adding new reports and improving the existing ones
More time selection options
Configuration Management Database (CMDB)
Generation 2 CMDB data model designed for better management and organization of configuration items: Extensible CI data model, CI relationships, custom CI types, custom CI fields and out-of-the-box IT CI set.
CMDB Visualization - visually view/analyze CI dependencies
Workflows and Automation
Update Record workflow action: Update multiple data fields
Send Notification workflow action: Send email notifications from inside workflows to report various status or progress changes
Solutions for agents
Support for asset management & QR scanning
Chat: Further investing in the agent experience to make working in chat more efficient and auditable by adding
Roles and permissions
Auto assignment of chats based on availability
Import asset information from Orion
Cloud discovery for AWS
Cloud discovery for Azure
Use the upcoming new CMDB data model to represent discovered entities
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