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Strengthening the ITSM Core 

  • Dashboard Enhancements: 
    • Advanced filtering in widgets 
    • Create custom widget from incident data 
    • Full screen 
  • Ad-hoc tasks: Be able to create ad-hoc tasks in service requests 
  • Change Management: 
    • Flexibility around the change ‘Type’ field 
    • Request a Change from the Portal 
    • Reoccurring / scheduled Changes 
    • Smart Suggestions for Change records 
  • Create and share an index view with other agents 
  • Notifications: Advanced management capabilities  
    • Expand notifications support to additional ITSM objects 
    • Exclude group notifications 
    • Daily email digest 
  • 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 
  • Reports Enhancements:  
    • Adding new reports and improving the existing ones 
    • New filtering capabilities  
  • 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 
  • Custom forms and fields:  Support two column forms, set default values for fields 

Configuration Management Database (CMDB) 

  • A redesigned configuration item page that have a greater focus on the CMDB data model and CI dependencies.  
  • CMDB Visualization – Attaching CIs directly from the map  

Workflows and Automation 

  • Apply workflow conditions to any record field 
  • Update Record workflow action: Update multiple data fields 
  • Send Notification workflow action: Send email notifications from inside workflows to report various delivery, status, or progress changes 
  • Workflows: Evaluate complex conditions using formulas 
  • Automation rules: Create records  

Service Engagements 

  • Mobile: 
    • Support for asset management & QR scanning 
    • Change management 
  • Chat: Further investing in the agent experience to make working in chat more efficient and auditable by adding 
    • Auto assignment of chats based on availability 
    • Chat audit 
  • Portal: 
    • Creating a new modern portal which makes the end user more efficient 
    • Introduce components which display different types of data 
    • Ability to customize the layout of your portal by adding/removing and resizing components 

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 



  • Cloud discovery for Microsoft Azure 
  • Use the new CMDB data model to represent discovered entities 


Love it? Hate it? Want to be involved in our beta or design partnership programs? Let me know below! 

Tags (1)

The Visual SLA timer is extremely cool and URHCS would definitely assist with any beta opportunities.


Michael Clark

The removal of access to the Ideas page (previously used for customer feedback and voting purposes) is a step backward IMHO.

I used the Chat function to indicate that the Change request forms need the same notification functions for Notes and Approver comments, which otherwise sit there unnoticed.  Apparently that request had 3 votes before the Ideas page was removed from public view.  Now we (customers) cannot understand the process by which the next "Idea" is chosen and progressed.  So be it, but please put it on the roadmap to align the interfaces consistently.  Change requests Notes also don't have the @username function - just make them Comments instead so we can react to challenges to the Change Request - we have hundreds, and currently it's a manual check - that's surely not intended by the dev team?

I would love to participate in your Beta program.  A priority matrix would be a great addition whereby we can set the Impact and the Urgency to auto generate a Priority, or manually override the priority.

Agree with @acteonjon , @ mentions should be added to any of the comment fields.  We're adding a ton of solutions, and it would be great to mention one of our other team members so they get a notification to review and approve.  Thanks!

Forgive my lack of knowledge, and expertise with this product.   How difficult is it to assign to external queues or other ticketing software.  Example working with Vendors.  We might have a MSP or a vendor co-supported application or system which we take tickets fro our system, and assign them to a queue where it forwards to their system for processing, when they close out their tickets and it notifies us and closed ours.  Can this do that?  

Any ETA on when this could be done? 

Ticket Templates: Be able to have pre-filled tickets for quicker ticket creation time 

A little belatedly, but thanks for recently making the interface consistent in Change Records per my request at the end of last year - that completely removes the headache that was managing activity on changes when we didn't have notifications.  Good job!

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Last update:
‎07-08-2020 03:13 PM
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