ITSM 2025.1 Release Notes

Thanks to our new yearly release rhythm, we’ve heard a lot of positive reactions! It gives us the chance to bring you many of your most requested features.

Watchlist

The watchlist is intended for users who want to keep an eye on certain support calls and want to easily track them. You can even set up notifications which will inform users by email when there are updates regarding the support call they are watching.

Watching a support call

You can add yourself to the watchlist by using the newly added watchlist tab on the support call detail form. In here you will be able to see who is following this support call and add yourself or others. This way even people outside your company may be notified when something changes in this call. Be aware that if a person does not have sufficient rights or is limited because of datalimitation it will not be able to view the actual support call.

You can also add yourself quickly to the watchlist from the support call find form using the preview pane. When the preview pane is enabled you can see an additional eye icon in the events overview section.

Pressing it will automatically assign the current user to the watchlist, clicking it again will remove the user.

Watchlist overview

In the support call find form we added a search criterion called Watched By.

Tip

You can use the {PersonName} parameter and save this as a public filter to easily allow your users to quickly select a "my watchlist" public filter.

Notifying users

We added the following options to the support call notification detail form on the recipients tab.

• Watch list users (internal)
• Watch list users (external)

Selecting internal users will only notify internal users which actually have access to Clientele ITSM application. External users is everybody else, these users can be outside your organization.

Watchlist - Importmanager

We also included a watchlist import manager if you want to automatically assign specific users at any given moment in the process.

Who is viewing this support call?

Newly added functionality will allow you to see who else is viewing the suppport call you are currently viewing (in the support call detail form). You will see the following message appear on the bottom left "Other users opened this record." When you hover over this message with the mouse you will see who has also opened the detail form for this support call.

Example of a user who opened a support call

Reportviewer in Portal

A new Web part, called ITSM Dev express report viewer,has been added to the ITSM portal allowing users to configure specific reports to be displayed on the portal in SharePoint.

The webpart has several options to change the layout.

The report you want to display can be added in the Web Part Settings, accessible by clicking “Edit web part”. The reports must be set to “visible” in portal. Users will need to have access to view the report else an error will be displayed.

More settings are accessible in the miscellaneous group.

• Mobile view: a view that also works properly on mobile phones. However, it does a decent job on desktops as well. Selecting the mobile view might be used when displaying reports containing lists.

• Hide toolbar: hides the toolbar for the desktop mode (not the mobile view) only.

• Zoom to page width by default: Zooms the report by default to the page width. This setting van be combined with the width setting of the web part. When unchecking this, the report viewer is set to the default 100% zoom setting.

• Report parameter values: you can specify default values here for parameters that are created in the report. Use the format ParamName1=value&ParamName2=value.

Limitation

The height “adjust height to fit zone” does not work properly with the reporting web part. A height must be specified. Dynamic heights, or auto-grow scenarios are currently not supported due to limitations of the DevExpress report viewer.

Report tips for making reports with lists that are not intended to be printed

In the properties of the report, enable the “Roll Paper” setting to disable paging:

Here you can also specify a custom (small) margin. This will make sure the report will take less space on the screen in SharePoint.

Defining a custom Page Width can also be good, to display more data on the report.

If a user should not be asked or manually able to set parameter values, the parameters can be either made invisible, or the Request Parameters setting can be unchecked on the Report level.

Product context in support call detail

Users can now quickly access additional information about the product related to a support call. The product icon has been added to the context window,

and to the bottom section of the support call.

Migrated forms

Find forms

• Support Call Template
• Dashboards
• Security Groups
• Emailqueue
• Module options

Detail forms

• Users
• Support Call Template
• Emailqueue - also now you will be able to see what kind of attachments were sent.

Action plan

The action plan in a support call has been upgraded to the new V2 look and feel. Because of this we are now also able to use the grid to quickly set the status of a task, making it easier to complete or skip specific tasks. We now also display the summary of a task in the preview.

Customer requests

An additional column, Owner type, was added to the find action plan template.

Ability to disable immediate search in criteria filters

An additional option has been added called Find now, enabling this will immediately start the search with the criteria present in the filter. Disabling this will prevent it immediately executing a search.

Include header information in support call event

We have added two options to the support call notification detail form where you can configure if you want to append the email header to the support call event when a mail is sent.

Automatically set closed support call find form

In the support call find form the closed checkbox will automatically be set when you start filling in a close date.

Ability to filter support call event templates

We added filtering on email notifications in the past and now added it to the support call event templates as well.

You will be able to automatically set filters for the following columns:

• Supportcalltype
• Organization
• Group
• Relationship
• Queue
• Department

Improvements to support call event forms

Added the following search criteria to the find form:

• Support call number
• Support call open date range
• Support call close date range
• Support call due date range
• Support call change date range

Added buttons to edit the related support call or the event directly.

Filtering for support call templates

Additional filter criteria have been added to be able to only display support call templates that are related to one of the following criteria:

• Organization
• Group
• Relationship
• Queue
• Department

Automatically add attachments to event when notification sends attachments

When a notification is triggered and it will add a support call event, the user now will be able to see which attachments were sent by opening the event.

Copy product information to new support call

When you create a new support call from a product detail page or a highlighted product in the product find form, the product information will be automatically included in the new support call.

Default theme

Administrators will be able to set a default theme for users. This can be done by selecting a theme you want and then go to Admin > Application Settings > Set current theme as default. This will change the default theme. Be aware for users that already changed their theme to a custom one, it will not change it to the default theme.

Activity Notification

We added the ability to only send a notification when activity is related to a specific organization.

Ability to have more than one default Kanban board

You can set more than one default kanban board now. All kanban boards which are default will be opened on startup.

Add a preview pane for Activity Kanban board

To have the same functionality as the support call kanbanboard we added a preview pane for the activiy kanban board as well.

Add Relationship in service definitions visbility

Add a section in the define visibility tab below the user exception list. Name it relationship exception list

REST API's added to Clientele ITSM on premise installation

REST API's are now available for Clientele ITSM. For a full overview of the available REST API's in clientele you can browse to your clientele webserver and see the generated documentation on how to access and use the API's.

Example URL to browse to Http(s)://Webservername/Virtualdirectory/Server or Https://webs01/clienteleitsm/server.

Click the documentation link to see all API's available.

Compatibility

• Compatibility with Windows Server 2025.
• Clientele ITSM portal compatible with SharePoint Subscription.

Upgrades and Fixes

• 68046 - Pressing refresh button in a support call results in duplicate icons.
• 67346 - Activity notification event does not appear immediately when close a call and complete activities.
• 67104 - Elastic search after changes: may skip records get indexed.
• 67539 - Fix slowness loading data for planboard.
• 67347 - BUG - copied support call notification record gets time in name.
• 67752 - Person detail form gender does not follow sorting of valuelist.
• 67440 - Attributes from person are copied to support call using ATTRIBUTES_ALL replacement tag.
• 68092 - Planboard slow with many resources in a group structure.
• 68017 - Email Notification Agent Task - 'Remove after: ... days' is enabled when checkbox is unchecked.
• 67583 - Remove obsolete moduleoption called DeleteProcessedEmailNotifications.
• 68019 - Timeout could occur when deleting vedVEDAa rights items from security group.
• 68251 - Agent tasks do not start according to start time.
• 57312 - Closing an appointment with multiple participants results in an unwanted email for the calendar invitation.
• 68164 - Inconsistent behaviour displaying value in attribute.
• 67316 - Increased organization and groupname to allow more characters to 150 characters.
• 67846 - The last selected boolean value set in the full text search will be remembered in the form.