ITSM 2022.1 Release Notes¶
The ITSM 2022.1 release is here with new features and more enhancements, in this document you will get more information on what to expect of these features.
DevExpress Reports¶
We will be introducing a new reporting tool in ITSM 2022.1. The new reports will be accessible using Clientele ITSM, Clientele ITSM Portal and Service Hub. It will be a lot easier to create, edit and publish reports.
The following reports will be shipped with the new reporting tool.
- Calls By Type and Organization
- General Invoice
- General Quote
- Order Detail
- Product Signing Form
- Products assigned to Person
- Products assigned to Person in Context
- Results per Support Call Category
- SLA-Performance
- Support Call Detail
- Top called items
- Top called services
Architecture¶
The DevExpress reports are hosted in a .NET 6 web application that is installed automatically with the web services. This means that as a minimum requirement to install the web server components on a server, .NET 6 Hosting Bundle must be installed before the installation, which can be downloaded from: Here. On the related site look for the ASP.NET Core Runtime and install the hosting bundle for windows.
The reporting web application allows the user to view, design, print and export reports. There is also an API that allows exporting via the ITSM client directly. The web application is shown in Clientele using the Microsoft Edge chromium ‘webview2’ control, which is hosted on a windows form.
Adding a new Report¶
Adding a new DevExpress report can by done by clicking the add button on the find reports form. A message will be displayed asking you if you would like to add a DevExpress report. Pressing "No" will bring you to the older Crystal reports forms, pressing "Yes" and you will be directed to the new V2 Form for Crystal Reports. Also it will be a lot easier to export and import reports between ITSM instances.
Design Win
This will bring you to the windows based designer.
Design Web
Can be used to accessed from anywhere but is more limited to what you can create as a report.
Adding an existing report¶
Adding an existing report can be easily done by using the import and explort functionality. The options to export and import files (.XML) can be found by pressing the Import/Export button. When you have created a report and you wish to copy it from test to production you can also use the export and import functionality.
Settings¶
There are several new options that come with the new reports. You can now publish a report for the different products and usergroups. You can publish a report for the following;
- Clientele windows client
- Portal internal users
- Portal key users
- Portal External users
- Service hub
Migrated forms¶
The following forms have been upgraded to the new V2 look and feel.
Detail Forms
- Actionplan Template
- Reports
Find Forms
- Actionplan Template
- Available Attributes (accessed through Support Call Detail)
- Valuelists
- Reports
New criteria¶
- Find Persons - Reports to
- Find Related Persons - Added Reports to
- Find Persons - Role
- Find Related Persons - Role
New Columns¶
- Find Persons - Reports to
- Find Related Persons - Reports to
- Find Persons - Role
- Find Related Persons - Role
- Find Activities - Location
- Supportcall - Activities Tab - Location
Customer request¶
Support Call Category¶
we made it easier to navigate the support call categories. You will now be able to filter and look through the entries listed in the support call category tree with more ease.
Copy Quote¶
The ability has been added to copy a quote from the Find Quote Form.
StartUpCommand¶
Using the startupcommand module option, you are now allowed to add multiple find forms seperated by a ";".
SupportCallRetrieverEscapeCharacters¶
If you have ever received an email from the Clientele retriever you know the prefix and postfix it uses to identify the supportcallID or number. The %#% can now be replaced with other prefixes by adding a prefix and postfix in the valuelist related to the moduleoption. For instance you will now be able to place the supportcall number between square brackets [54321] or even using your company name to make it even more unique {Mproof54321}. The previous example will look like this in the value list {Mproof }, notice the space as a placeholder for the support call number or supportcallid.
Note
When a call is being retrieved, the supportcall accepts all entries that are listed in the valuelist and are active. This way it will not create a new call just because a user replied to an older email which still contained the previous escape characters.
Clear button¶
In the past it could be cumbersome to clear the contents of the supportcall management form as you had to clear every field separately. The following management forms have been enriched with a clear button;
- Support Call Management
- Activity Management
- Product Management
Tag¶
You will now be able to use the emailaddress of the assigned user by using the tag [ASSIGNEDUSER_EMAILADDRESS]
Copy number button¶
The copy support call command has been expanded by now allowing you to copy numbers from various forms used throughout Clientele ITSM. On the find forms it is also possible to select multiple records and use the copy button to copy multiple values.
The forms and value which will be copies are;
| Formname | Value |
|---|---|
| FindPerson and PersonDetail | Relation number |
| FindGroups and GroupDetail | Group number |
| FindOrganization and OrganizationDetail | Organzation number |
| FindSupportCall, FindSupportCallEvent, SupportCallDetail, SupportCallEventDetail, SupportCallContextSummary, FindSupportCallInQueues | Support Call number |
| FindQuote, QuoteContextSummary and QuoteDetail | Quote number |
| FindOrder, OrderContextSummary and OrderDetail | Order number |
| FindInvoice, InvoiceContextSummary and InvoiceDetail | Invoice number |
| FindActivity | Activity number |
| FindProduct, ProductContextSummary and ProductDetail | Asset number |
| KanbanBoard SupportCalls | Support Call number |
| KanbanBoard Activities | Activity number |
Restrict access to events¶
Using the newly introduced moduleoption called "SupportCallEventModificationAllowedBy" will allow you to limit access to supportcall events. The options are
- All - This is the default value and allows all users to edit and delete events.
- OpenedBy - This will only allow the open by user of the event to delete or edit the support call event.
- Nobody - Nobody is allowed to edit an event or delete an event, even if you were the one who created the event.
Clearing Portal summary when using templates¶
Clearing the summary on the portal is now easier as the code is included with the portal by default. Until now, when using a deep link to a support call template which includes an event template, the summary of the call was automatically prefilled with the event template summary (static text).
However, if you want the user to enter the summary of the support call, you should add &ClearSummary=1 as suffix. For example:
../SupportCall.aspx?SupportCallMode=Add&SupportCallTemplateID=082e9cd3-c741-4aad-8435-4e54fd86f22e&ClearSummary=1
Now, the user is required to manually enter the support call summary and you can avoid receiving portal calls with an identical (static) summary from the event template.
Fixes¶
- Wrong data was prefilled on Find Order form when it was opened via the Invoice form
- You were able to select all e-mail profiles (protocols) for the moduleoption 'SharePointPasswordRequestSmtpProfile' while this moduleoption only can be used for a SMTP e-mailprofile protocol.
- The Service Catalog would not properly hide empty categories if a servicedefenition was related to the category but was still "In design".
- Completing tasks sometimes caused an error
- required fields: behavior of v2 form differed from the V1 forms when converting a supportcall type from a Non-RFC to an RFC.
- Fixed an error when sending error mail when using a subfolder of the Inbox
- Find Agent task - filtering on checkbox columns did not work properly
- Fixed incorrect behaviour - "To remove a member of a CAB group, you need the Delete right on the ServiceAgreementLog".
- When you create an answerbookpage, via the Supportcall detail form, and press 'Apply' then the answerbookpage number, in the tab, was not shown.
- Could not change order of values of value list when value list contains a few thousand values
- Errors would occur when mixing modern authentication and classic exchange mail profiles
- Attribute of type value list did not show content in tab Attribute of Support Call detail form
- Add button was not disabled on SA form ->tab 'Log' when user has no ADD ServiceAgreementLog
- Extra time in Support Call Event template was not applied
- Attribute content is emptied after email was dragged into support call
- E-mail retriever did not use correct sort order to retrieve e-mails
- Unable to look for multiple owners in the find activity form, an additional column was added
- Could not find criteria filters from inactive users
- i-button was not available in v2 product form when product hardware is readonly
- Translation issue in the agent task type fixed.
- Right items DataAccessAuditLog and DataAccessAuditLogManagement were not working properly
- Portal used to show closed calls for /SupportCall.aspx?SupportCallMode=CriteriaAndResults or /SupportCall.aspx?SupportCallMode=Results (this is also fixed for the other modules (Products etc))
- user could not change standard kanban board without Edit rights for rightitem Kanbanboard