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Motadata ServiceOps Release Version 7.3

Release Date: October 29, 2020

What’s New?​

New Feature/Improvements​

User Survey Management​

User Survey module provides easy and streamlined way to collect comprehensive data about various key parameters. It provides benefits like,

  • Comprehensive data collection from targeted survey audience.

  • Faster decision making on service improvement based on collected response assessment.

  • Consistent experience in all service assessments.

  • Creating, scheduling, and sending surveys from a single interface by all Agents or managers can. It can reduce the burden of the survey administration process.

Active Directory Self Service​

Active Directory Self Service reduces the load on IT technician, by allowing self-service of active directory reset password and unlock account to their domain user. This feature allows domain user to perform self-password reset or unlock account activity from support portal by satisfying validations and identity verifications questionnaire answered during enrollment.

SAML-SSO Integration Support​

ServiceOps is now available with Security Assertion Markup Language (SAML 2.0) based Single Sign On (SSO) capability, in addition to the existing authentication mechanism. ServiceOps SAML-SSO solution is pre-integrated with major six Identity Providers such as OKTA, Onelogin, ADFS (Microsoft’s Active Directory Federation Services), Azure AD, Keyclock and WSO2. This feature will help in an easy and faster integration of the ServiceOps application in the enterprise existing application stack. These capabilities provide benefits like,

  • Facilitate easy and secure access to IT service on ServiceOps to organization users without separate credentials.

  • Help IT teams by keeping authenticate users and control application access centrally.

  • Reduce password maintenance and security overheads for managing ServiceDesk users.

Browser and Desktop Notification Support​

Browser and Desktop notification support is added to timely notification to users about the updates on the relevant events on the Technician Portal and Support Portal. Preference setting support for enabling/disabling different UI notifications is also provided to users for selecting required notification as per their needs.

This feature helps technicians to improve their response and resolution time, as with this feature they don’t have to continuously check the mailbox for any updates on related issues. Also, Desktop notifications help to alert the technician, in case if he is working in a different browser tab or the browser is minimized.

SMS Notification Support​

Support of HTTP based SMS gateway integration is added for sending SMS notifications to users over registered contact number for the updates related to assigned requests, in addition to the existing email notifications. Support of SMS notification template customization is provided for request module notifications. To support SMS notification for other module events, Send SMS actions are added in Automation Workflow, Scenario, and SLA.

Multi-Language Support​

Multi-Language support is added to localize the application for a specific target language. Language preference setting support is added at the organization level as well as the user profile level. Logged in user will see all field labels and validations on Technician and Support Portal as per selected language.

Hierarchical Approval Support for Request​

Approval process support of sending approval requests to the designated persons as per organizational hierarchy is added. Based on the requester and department tagged in the request, an approval requests can be sent to the respective manager of the requester and to the department head of the department tagged in the request.

Approval Decision from Approval Email​

Approval decision enables users to provide approval on the request from the sent email notification of approval request. Links of Approval and Rejections of approval requests are embedded into the sent notification along with the request details. Users can directly respond by clicking on one of the links in the email, without login into the application.

REST APIs for Asset and User Management​

REST APIs for Hardware, Software, Non-IT Assets, and User Management (Requester and Technician) are added for integration with third-party applications.

Bulk CSV Import Process Improvements​

Improvements in the Bulk Csv Import process are done to resolve some bottlenecks in the existing process flow. Changes include:

  • Separate data loading and processing of larger size data upload

  • Processing summary download support of downloading processed records successfully and failed records are added.

  • The history of all the uploaded CSV batches is maintained for audit purposes.

  • Support of Bulk CSV upload is added for Product Price List and Request/Problem/Change/Release Categories.

Allowing Category and Dependent Custom Fields Selection​

Configurable support is added to allow the selection of leaf node value of the configured category and dependent custom field’s hierarchy at the time of creation/updating of new Request or other entities.

Request Management Improvements​

  • Support of requesting service on behalf of other requesters is added on Technician Portal.

  • Support of request duration tracking based on request assignment transition and request status transition is added. Support of the same also extended in the request reports.

  • Support of viewing currently applied SLA on the request is added on the request detail view.

Support Portal Improvements​

Improvements in the My Requests menu are done.

  • Information such as Last updated date, feedback rating details is added to the List. Detail view and updating of custom fields are also supported with edit request operation.

  • Support of Reopening Resolved Request is also added, till now only closed requests were allowed to be reopened. This feature can be enabled by changing settings from the support portal preference configuration.

User Management Improvements​

Support of manually unlocking the user accounts which are locked due to repetitive failed login attempts is provided. Till now only automatic unlocking of accounts after serving locking period as possible.

User Identification fields validation changes are done for Requesters and Technicians as below:

For Technician users, one of the field Email or Logon name is made mandatory. Till now Email was a mandatory field.

For Requester users Email is made optional.

  • For all users, in addition to the existing contact number field, two alternate contact numbers support is added. Added contact numbers must be unique across the users.

  • Updating of user Email is now allowed, except for the LDAP users.

  • As the Email field is made optional, few functionalities that have a pendency on email will not be supported for the users not having email addresses configured in their account. Some of such functionality are Sending of Verification Emails, Reset Password Emails, Notifications related to updates on associated request.

Manual Password Reset functionality is added to support Reset Password for requesters that are not having email configured in their account. Password reset is done manually by admin and shared with the ester, on the login requester will be asked to change his/her password first. To indicate the online availability on the technician portal, support of availability status is provided by showing related icons before the Technician’s name.

Product Licensing based on Concurrent Technician Login​

To enable flexible product offering, support of ServiceOps Product licensing based on concurrent technician login is now supported, in addition to the existing licensing strategy based on the total number of technicians.

VMware Discovery Support​

Auto Asset Discovery support of discovering VMware Host is added. In auto-discovery, if VM machines on discovered VM hosts are found then an automatic relationship between VMware Host and VM machines will be created. Details of associated VM machines will be displayed in a separate tab of VMware Host asset details view.

Remote Desktop Process Improvements​

ServiceOps technicians can now take RDP of end machines which are not in LAN. Till now RDP was only supported for machines that are part of LAN. This allows technicians to better support roaming assets.

Discovery Agent Improvements​

  • On each discovery, the agent will only send data that are changed compared to the last discovery which will reduce the load on network traffic significantly.

  • In case if server is down, Agent will store data locally and send it again once server is available. This will make sure no discovery data is lost.

Configuration Support for Asset Status Change on Asset Discovery​

Till now Asset Status change was done automatically on each discovery. The asset was marked as “In Use” or “Missing” based on discovery status. Now the user will have control to turn on/off this feature.

Mandatory Software Check on Scanned Asset​

Support of automatic verification of mandatory installed software list on defined workstations at the time of scanning is added. If any of the mandatory software(s) found missing on the workstation on scanning then an alert email notification will be sent to the relevant party.

Asset Type and Location Wise Barcode Prefix Support​

Now, it is possible to auto-generate different barcode prefix based on asset type or based on the location associated with the asset. This behavior can be enabled by changing the Barcode Auto-generation Strategy parameter in Asset preference.

In addition to this support of viewing Prefix wise auto-generated barcode range is provided, from where re-printing of the barcode is possible.

Improvements on Asset List Page​

Hardware asset list support of searching based on serial number is added. Asset list searching support based on custom fields is enabled for global and asset type level custom fields. Asset list sorting support on Asset Id and Asset Name field is added. For hardware assets in addition to this sorting support on IP and Host Name field is also added.

Asset Workflow – Plugin and Webhook Actions Support​

In Asset automation workflow support of Plugin and Webhook actions is added to improve integration capability with other products.

Request and Asset Report Improvements​

Request Feedback reports support of additional information such as feedback custom fields are added. The time duration column display format is changed in Reports. Now time duration will be displayed in “hh: mm” format on report GUI as well as on exported reports. In Software installation reports, now consolidated child software details are also considered. Till now details of only parent software were considered. Changes in report export functionality are done to improve the performance of exporting/downloading heavy reports.

Plugin Based Report Customization Support​

Plugin capability is added for Reports, in order to cater custom report requirements of the client for custom report generation via GUI.

Cross-Browser Compatibility Support​

Cross-browser compatibility has become one of the main priorities nowadays, and common requirement points for most of the clients. Now, with the new version, we have ensured the operating experience of product GUI with most popular browsers such as Google Chrome, Microsoft Edge, Firefox, and Safari with their last 2 versions.

Product Installation support of Red hat OS​

ServiceOps application deployment was supported only on the Ubuntu Operating System. Now application deployment on the Redhat Operating system is also included.