Request Module Over Common UDF Framework
- Request module now supports Refer Additional fields
Need clarification support in Zia approval prediction
- Zia will now predict the approval action as ‘Need Clarification’ when the approver replies to the approval email requesting more information. This is applicable only for requests.
- Administrators can train Zia with a customized dataset to predict the 'Need Clarification' status from Admin > Zia > Zia Configurations. Learn more
- Zia approval prediction is now supported in all languages except Bosnian, Norwegian, welsh, and Icelandic.
- Zia's approval prediction is now available for all languages that the application supports, except Bosnian, Norwegian, Welsh, and Icelandic.
Embed Zia Bot in external websites
- Leverage the capabilities of Zia Chatbot on external websites with the new Embed Zia option.
WhatsApp Integration
- Allow users to connect with help desk technicians, receive notifications, and access support seamlessly through their WhatsApp accounts.
Vendor Enhancement
- Vendors are now added specific to service desk instances.
- Vendor details can be exported as HTML, XLS, XLSX, PDF, or CSV files.
- Add/Edit Vendor forms are enhanced for better user experience.
- Vendor additional fields can be added to capture extra information under Admin > Customization > Additional Fields > Vendor. Learn more
Copy Change Enhancements
- Technicians can select specific change stage details that must be copied when they copy a change. The Submission stage details can be modified before the change copy is created. Learn more
Implementation assistant - Customer education
- The Implementation Assistant under Getting Started helps customize the application for your business needs. The assistant guides you through a DIY implementation plan tailored to meet your organization requirements.
Change Request Minor Enhancements
- Close changes in bulk from the change list view.
- Set up notifications under Automation > Notification Rules > Change to alert change participants about related operations.
- New mandatory fields have been included for change closure rules in the Close stage under Admin > Automation > Closure Rules.
Customizing Stage and Status Visibility in Changes/Releases
- The Manage Stage and Status option allows you to choose whether you want to display all stages and statuses in changes/releases or only the ones included in the workflow.
Report Enhancement Features
- The ReportsConfigAdmin role grants technicians full access to the Reports module. This role allows technicians to:
- View the list of all reports.
- Edit reports from accessible modules.
- Delete all reports.
- Configure admin settings for reports.
- Enable Report Settings > Disable date personalization in XLS and XLSX export, to make date columns customizable in the XLS and XLSX exported files.
Homepage Approval Widget and Listview Revamp
- The home page approval widget is now enhanced with module-specific approval listings and containsquick access links to the approvals list view page. The revamped list view now supports bulk approval actions and features an improved user interface for streamlined approval processes.
Asset Details Page Enhancements
- Hardware tab in the Asset Details page now displays Motherboard details.
- Last Contact Time in the Asset Details page refreshes every 15 minutes via a scheduler.
Integration with ME Event log analyzer (SIEM Integrarion)
- Integrate ServiceDesk Plus with EventLog Analyzer to collect, manage, and generate reports of debug logs and web server access logs through security information and event management (SIEM) integration.
- To enable the integration, go to Admin > Apps & Add-ons > Integrations > ManageEngine. On the ManageEngine SIEM card, click Settings, and select the Enable EventLog Analyzer check box. Learn more
Portal reorder and custom instances under ESM Directory
- Use Organize Instances under ESM Portal Customization to reorder instances using a simple drag-and-drop method. Additionally, enable users or technicians to personalize the order of instances in their portal.
Solution Non Login page revamp
- The non-login solutions list view and details page have been revamped for better user experience. The URL for non-login solution page has been changed to:
https://localhost:8080/sd/ui/solutions?mode=list
Schedule API support in Schedule reports
- Options to schedule reports specific times of the day, days of the week, dates each month, and specific months each year.
- Configure the end time to stop report generation. Learn more
- Add Cc and Bcc fields on email configuration page for sending reports.
Custom filter component phase-2
- In the Manage Views page in the Requests, Changes, Solutions, Projects, and Tasks modules, you can now:
- Toggle the custom view to enable or hide it in the filter drop-down.
- Filter views as All Views, Created by System, Created by Me, All Private Views, and All Public Views.