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ITSM 2024.1 Release Notes

Even though this year we will have only one 2024 release this will not result in less functionality or fixes. Get ready to explore the latest features, enhancements, and fixes that make ITSM 2024.1 even better! We’ve focused on what you need to work smarter, save time, and improve your experience. Check out what’s new and discover how these updates can make a real difference in your day-to-day. Enjoy exploring the latest improvements!

Activity Notification

In this release, we’re excited to introduce a highly anticipated feature: the Activity Notification Module! This new addition empowers you to keep everyone in the loop effortlessly, whether it's task owners, queue members, specific users, or related parties, whenever a task or appointment is updated.

Activity Notification.

As seen in the screenshot above the activity notification can be setup to be used with tasks and / or appointments and supports the following triggers and criteria;

In the notification on change to section you will be able to filter on

  • owner type
  • Status
  • Priority
  • when the scheduled time is changed.

Scheduled time

Be aware that when you use scheduled time it will only trigger when you add a scheduled time or change a scheduled time and not when you remove it.

Module option

The value in the moduleoption called DaysBeforeTodayToSendActivityNotifications determines how far back the activity notifications takes activities into account. If it is older than an x amount of days it will not include those activities in the notification.

Support call Retriever enhancement

Our Support Call Retriever just got smarter! In addition to excluding specific sender addresses, subjects, or domains, you can now choose to include emails from selected addresses, subjects, or domains as well. Inclusion takes priority over exclusion, so if you’ve excluded an entire domain but want to allow a particular email address from it, that address will still make it through. It’s all about giving you more control over what you allow to be retrieved by the agent.

You can now add specific attributes to be included in elastic search. This means that when you search using elastic search it includes those attributes when displaying results.

Import Manager Updates

In this release, we’re thrilled to introduce several new Import Managers designed to make your workflow smoother and more efficient. Here’s a look at the new import managers we’ve added to simplify your experience.

  • The Service Definition Import Manager
  • The Service Definition Visibility Import Manager
  • The Service Definition Items Import Manager
  • The Service Definition Offerings Import Manager
  • The Service Definition Service Levels Import Manager
  • The Service Definition Package Import Manager
  • The Service Definition Answerbook Page Import Manager
  • The Stock level Import manager (found in warehouse organizations and groups)
  • The Queue Application User Import Manager

Added functionality to existing import managers

  • Added the OpenbyUserID in the SupportCall Event Import Manager.
  • Added the ImportOwnerApplicationUserID to the ActivityImportManager.

New module options

  • RetrieverMoveExchangeMessageToDeletedItems - If messages that are deleted by the retriever must be moved to the deleted items (yes), or if a soft delete (can only be recovered by special admin tools) must be performed.
  • HideAttachmentsTabPage - Should the attachments tab page be hidden or not in detail forms for which attachments are available.
  • DaysBeforeTodayToSendActivityNotifications - The start date (if any) of an activity that should match the current date minus the value of this module option or later for sending a notification. For activities without a start date, matching notifications will always be sent.

Customer Requests

Visibility Service Definitions based on relationship

The option has been added that you can now define the visibility of a service definition based on the relationship a person has. You will be able to add persons, groups and organizations to this view to have more flexibility in Service Definition visibility.

Datalimitations enhancement for Support Call Products

We added the ability to limit the returned data of the related Support Call Products based on the assigned Queue. By adding the column AssignToQueueID in the supportcallproductlist view you can now limit returned date more completely.

Refresh possibility to Support Calls

The ability to refresh a support call has been a long requested feature and has finally arrived for our users.

  • We added a refresh button on the support call details itself so you can refresh all data without having to close and reopen the support call.
  • We've also improved the experience on how changes are handled on support calls. Previously, if another user already updated the record, you would receive a message that another user already changed this record and you needed to close and reopen the call. Now it will still alert you that another user changed this record however it will also offer you the option to refresh the support call.

Note

After refreshing the data you will have to reapply any changes you made as it will refresh everything in the detail form, including attributes.

Ability to directly add a new attribute from the detail form

We have made it easier to create new attributes while working on a support call.

Previously you needed to navigate to the manage menu to create a new attribute. Now, if you realize an attribute you need does not exist, you can create it directly from the support call itself.

This streamlined process enhances usability and improves the overall user experience.

Add Last changed information on history detail form

Additional information has been added to the Change History tab displaying the last changed by user and last changed on date.

This form has also been migrated to a V2 form.

Change Information.

Stock Level information

An additional column on the stock level tab has been added which displays the supplier of the item.

Product Find Form enhancements

The following fields were added as find criteria and columns in the product find form.

  • Installation date
  • Network Address
  • Hardware Address
  • Price

Support Call Management Form

Item has been added as a field on the support call management to be able to update the item on multiple support calls at once.

Activity Find Form

The following fields were added as find criteria and columns in the Activities find form.

  • Call Number
  • Organization
  • Group
  • Person

Answerbook Detail Form

We’ve added a new Support Calls tab to the Answerbook page detail form.

This tab provides a clear and comprehensive overview of all the support calls that have referenced or used a specific answerbook page.

Item Category Forms

Both the Find and Detail form of item categories have been upgraded to the V2 look and feel.

Item Detail Form

Both the Description and Notes fields have been upgraded to support HTML.

Application User Detail Form functionality

After deactivating a user you will now be asked if you want to remove the user from related security groups and queues as well.

Security group members

You are now able to email all members of a particular security group. You can access this functionality from the security group detail form on the members tab.

Email template control

A separate control for the emailtemplate has been added where you can more easily select the email templates available to you. When you start typing in the control it will immediately start looking for a match. If you are unable to find the template you want you can select the little arrow and it will display all the templates available to you. Pressing the mail button, when there is still no template selected, will open the more advanced find form for email templates.

Technical and performance Improvements

  • Datalimitations could cause severe slow downs when opening a support call. This was due to the related to context counters in the more details tab. This would show the number of calls related to context and applying the datalimitation. We removed the datalimitation on displaying the value. So theoretically it could be possible that you see 50 calls as a value related to the context but when you open the find form there are less displayed because in the find form the datalimitaion is actually applied.
  • Upgraded devexpress to the latest version
  • Improved performance of Elastic Search.
  • Migrated the reporting site to .net core 8.

Warning

Be aware you have to install the ASP.NET Core Runtime 8 on the server for the reporting site to work. See the installation guide for more information or download the software directly from here. Make sure you download the Hosting Bundle

Upgrades and Fixes

  • It was not possible to create a reference attribute based on locations.
  • 66349 - Some customers experience extremely slow performance on the supportcall find form.
  • 66258 - Support Call Template - checkbox 'Business approval is needed' becomes enabled after clicking Apply button.
  • 66199 - Action Plan Correspondence - button 'Send' is disabled if cancelled status.
  • 66275 - SC Template - issue with 'Bussiness approval is needed' - Checkbox becomes unmarked when selecting rfc in template.
  • 66378 - The CC addresses were incorrectly formatted which could cause issues when sending notifications.
  • 66262 - Support Call Template - not completely aligned 'Process' drop-down field.
  • 65629 - Quick Support Call - issue with 'required summary' message.
  • 65266 - issues with Appointment/Task and the way the 'Reccurrence' checkbox was displayed as disabled.
  • 67045 - Various places that had a reference to Itemname and did not allow more than 60 characters.
  • 66299 - can edit 'Body' and attributes on closed correspondence.
  • 66996 - Attribute of type Long text cannot be removed from detail form (section Attributes).
  • 66533 - Elastic search is incorrectly displaying thai characters -พยัญชนะ.
  • 66868 - Update tab stock level, in organization and group detail form, to V2.
  • 65513 - Testing mail profile showed passwords visibly with specific charactercombination.
  • 67105 - DevExpress RichEdit control causes crashes randomly on Windows 11.
  • 67185 - 'An error occurred initializing the WebView2 preview control' shown when open Find SupportCall Detail Form or SupportCall Find form
  • 67215 - RunApplication/RunBrowser parameter does not work in v2 find form