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Support Call enhancements

In this release, we also added and updated functionality in the support call module. In this paragraph, we have listed the adjustments and additions.

Activity preview pane

On the activities tab (which you can find on the support call detail form) you can now see a preview of the selected activity in the preview pane.

Update status from support call

In previous versions you were already allowed to complete a task from the support call detail form. We enhanced this by allowing the user to set a specific status by selecting the arrow next to the complete button.

In the information panel, it is now possible to click on the due date. Clicking the due date will directly bring you to the related planning due date form so you will be to quickly change the date.

Support call visibility

On the portal A user was allowed to hide a Support call event for portal regular users if it, for instance, contained sensitive information. In ITSM 2017.2 you can now hide an entire support call on the portal. This can be done by unselecting the external visible selection box on the more details tab.

We renamed the field from external available to external visible on the events to make it clear what it does. The settings have been added in support call templates and support call imports as well.

Adding items in the Configuration Items tab

The behaviour described in this paragraph assumes that the newly added module option called PrefillServiceAgreementInCILookups is set to TRUE (by default it will be FALSE).

When adding CI’s on the Config Items Tab it will filter on the service agreement that is currently selected in the support call. If that service agreement is of the type ‘listed’ it will only display the CI’s that are present in the related service agreement. This will make it a lot easier to add the CI’s that are supported by that Service Agreement.