ITSM 2022.2 Release Notes¶

The ITSM 2022.2 release is here with new features and more enhancements, in this document you will get more information on what to expect of these features.

SAM Module¶

In this version we will be stepping into the world of software asset management. Even though we were already able to manage assets within Clientele ITSM, asset management is a whole lot more than what we were able to do in previous versions.

In the next paragraphs you will get a global idea of what has been included in this release, however for more in depth information you can use the link below.

More information

Info

Please take into account that Software entitlements and Software Normalization are only available if you have a software asset management user license.

Lansweeper Import¶

Now you will be able to use Lansweeper as a source to import from.

Import Task Item¶

The following importmanagers have been added in this release to support the SAM process.

ItemSoftwareBundleImportManager
ItemSoftwareUpgradeDowngradeImportManager
SoftwareEntitlementImportManager
SoftwareEntitlementMaintenanceImportManager
SoftwareItemsImportManager
SoftwareItemNormalizationImportManager
SoftwareItemProductNormalizationImportManager
SoftwareItemsImportManager

Software Normalization¶

Software normalization is the process of converting the raw discovered data while also removing unnecessary information to unify the data. This normalization helps in the mapping of software items to entitlements entered into Clientele ITSM. This will allow for incoming data to automatically be categorized in the same manner.

You can access the Software Item Normalization form by selecting it using the Manage > Software > Normalization menu item.

Software Items¶

Software items have been added to be able to distinguish between regular items, which were too generic, and software items specifically. Software items will have additional properties and tabs which only apply to software and are needed for Software Entitlements.

Software Entitlement¶

The foundation of Software Asset Management is License Entitlement Management. Software Entitlements can give you a level of transparency into your purchased software licenses. This makes you aware to all the risks associated with audits, budget overrun, and security. Because Clientele ITSM is able to monitor and measure all the imported information and provide you with alerts pertaining the current status of the contracts and licenses.

Software Product vs regular Product¶

When the Software item was created it was only logical to also make a software product. In our regular product there are a lot of fields that are directly related to hardware and seemed useless to be displayed on the software product detail form. In the software details we removed the entire hardware groupbox and some fields from the additional information group like can be loaned, quantity and location.

However in the hardware section for the regular products and which we advice to use for hardware specific products we added the following fields.

Hardware Information group¶

Processor
number of processors
number of cores/processor

System Information group¶

Additional info - This will only be displayed if the import provided an url to the asset. You can click it to go directly to the external page of an asset.
operating system
last logged in user - read only as this will be automatically set by the related import manager
last scan date - read only as this will be automatically set by the related import manager
is virtual - enabling this will allow you to pick a physical host. If this is disabled so will the physical host field be.
physical host - Here you can select the actual physical host of virtual machine

Migrated forms¶

The following forms have been upgraded to the new V2 look and feel.

Detail Forms

Queue

Find Forms

Action Plans
Appointment Types
Task Types
Location
Support Call Events

New Module options¶

Module Name	Option Name	Description
LansweeperImport	MaxAmountOfExportStatusChecks	The maximum amount of status requests that will be made until the lansweeper import operation will timeout.
LansweeperImport	SchemaRetrievalMaxPageCount	The amount of pages that are retrieved from the Lansweeper server during schema retrieval.
LansweeperImport	WaitTimeInSecondsForExportStatusCheck	The amount of seconds between export status calls to the Lansweeper server.
Items	HideVersionTabOnSoftwareItems	Hide versions tab page for Software Items
Items	GenerateProductsImportFromNormalizedItems	Points to the import task which will be executed if you press the generate products button in the normalization form

Customer requests¶

Add find functionality to KanBanboards (supportcall and tasks)¶

When the KanBan has focus you will be able to filter the contents of the KanBan by pressing the CTRL+F shortcut on your keyboard. It will open a filter criteria in the top which you can use to quickly find what you are looking for.

Custom required controls¶

The following custom required controls were added.

Items

Code
Description
Item category
Manufacturer
Supplier
Unit of measure

Products

Description
How Purchased
Install date
Location
Purchase date
Supplier
Version

Software Items

Code
Description
Edition
Item category
Release date
Supplier
Version

Software Product

Description
How Purchased
Install date
Purchase date
Supplier
Version

Attributes added to Queue Detail form¶

You are now able to add attributes to the Queue detail form, also attributes in the related find queue form are supported.

Support Call Management¶

You will now be able to open the Support Call Management form from the related calls tab in a support call. This is particularly handy if you have a call with multiple child calls and you want to quickly update the child calls for instance.

Additions to ProductHistory functionality¶

Added the following information

Quantity
AssetNumber
SerialNumber
Active/Inactive

Fixes¶

Added Column price in searchresults of service contracts
When searching for call category from support call, the form opens with focus somewhere in the middle (vertically) of the list.
when an event is opened from the preview pane of search calls (closed calls) the fields are not greyed out,
BUG - Report - not friendly error shown when delete report referenced by the report execution agent task
BUG - Import mapping for product shows cut tables name
In Search lookup control in detail forms it is not possible to search for names with '&' by typing the name
Values of attribute cannot be selected (call 63256)
Please add information button after the email send profile
Cannot add location when the form is completely empty
Increased Location to allow 255 characters