Skip to main content

Motadata ServiceOps Release Version 7.4

Release Date: May 11, 2021

What’s New?​

New Feature/Improvements​

Patch Management​

Patch Management Module automates windows updates deployment to geographically distributed remote end points of the organization from the central location. Applications supports end to end life-cycle management of different category of windows patches such as Security Updates, Non-Security Updates, Antivirus Definition Updates, Roll-ups, Service Pack and Feature Pack updates for both client and server OS. Some of the key features of patch management are,

  • Local Patch Catalog with latest vulnerabilities.

  • Automated Vulnerability Scanning and Assessment of Managed End Points from Central Location

  • Testing and Approval support before patch distribution to network computers.

  • Support of Declining certain application patch installation to particular group of computers.

  • Flexible deployment schedule support for installation of patches on a convenient day and time.

  • Automated Patch Deployment and Deployment Progress Notifications support

  • Patch Rollback/Uninstallation support

  • Patch Compliance Reports

Deployment Management​

Deployment management module provides support of remotely deploying windows software packages and windows registry changes on managed endpoints of organization from central location. Software Package Deployment capability automates the process of remotely installation/uninstallation of windows software package on managed endpoints. An automated software deployment helps software distribution to large number of endpoints without manual intervention which saves time and effort of technician.

Similarly support of registry configuration deployment capability allow to automate deployment of manipulation of registry key value changes of computer remotely, for various use cases such as Disabling automatic patch updates or third-party software updates.

Following are the some key features,

  • Software Package Repository to maintain all the windows packages of different types (Exe/MSI/MSP) required by the organization at one place.

  • Installation/Uninstallation of application using same package.

  • Installation/Uninstallation of application as a specific user.

  • Flexible deployment schedule support for installation of software packages on a convenient day and time.

  • Registry configuration changes remote deployment for fine tuning behavior of Windows OS components, Software and Hardware.

  • Deployment progress updates notification support.

Project Management​

Project management module enables central management and control of multiple IT projects of the organization. End to end life cycle of IT Projects can be managed in efficient and controlled manner using this module. Following are the key capability of the module,

  • Cross Project View support to gain complete real time visibility of project progress with % work completion and due date of all the ongoing projects.

  • Seamless Project Team onboarding and collaboration.

  • Capability of associating IT Assets, Procurements, Request, Problem and Changes with Project for better tracking of any delay.

  • Comprehensive Project Plan creation support by adding Milestones, Task Groups, Task Ordering and Tasks Dependency using Project Planning Interface.

  • Gantt Chart Support to monitor overall project progress.

  • Task Management and Notifications support.

  • Project Reports and Dashboards.

SCCM Integration Support for IT Assets Import​

ServiceOps now supports integration with SCCM(System Center Configuration Manager) for fetching IT Assets details of organization. ServiceOps fetches Hardware and Software details of the Assets along with the users associated with the asset at regular interval from SCCM.

Agent Based Discovery – Location Tracking Based on IP Address​

Location mapping support for the different IP address range is provided, in order to track the location of IT asset in the organization network for the cases of Agent Based Discovery. Location of the Asset will be updated automatically based on the mapping if IP Address of the discovered asset is changed.

Asset module Improvements for Operational Efficiency​

For operational flexibility following improvements are done in Asset module.

  • Asset Dashboard and Reports support of Agent fields and Computer System Manufacturer fields in qualifications is added along with Today parameter value support for Hardware warranty expiry qualification.

  • Suppression of Change Log Notifications on “Network Adapter” and “User Name” fields update.

  • Support of marking Asset Custom Fields as Mandatory is added.

  • Asset Summary Report support of Notes captured against asset.

  • Hardware Asset searching support based on Agent Id is added.

  • Software License module support on Dashboard is added.

  • Software License Reports Over Utilized and Under Utilized fields support in qualifications is added along with Today parameter value support for Expiry Date.

  • Software License searching based on expiry date is added.

Request Module Improvements​

Support of considering only Online Technicians for Request Auto assignment is provided.

  • Technician availability status support is added during manual request assignment to technician.

  • Support of appending last reply details is added in Request Reply Email.

  • Separate Request Notification Templates for ccEmail users are added.

  • Support of adding Solution as Knowledge base is provided.

  • NMS and Mobile App is added as request source with default installation.

  • Subject Field support for Request searching.

  • To support shift based request assignment, Created Time parameter is added in Request workflow qualifications.

Change Module Improvements​

Calendar view support is added for change management. Based on change schedule change details will be displayed on the calendar. Also, support of Change Conflict Detection is added at the time of change creation and on change schedule updating. List of conflicting changes will be displayed based on selected change start and end date. Creating Change Request on behalf of Requester is enabled. Till now only Technician was allowed as Change Requester. Same change is also done for Problem and Release also.

Relationships Improvements For Request, Problem and Change​

On problem closure support of closing associated requests is added. Similarly on Change Closure support of closing associated problems and requests is added. To support this behavior, additional actions are added in Problem and Change workflow. Relationship count support is added on details view of the Request, Problem, Change, Release and Assets to highlight relationship to Technicians. Related Items count support is also added in Report and Dashboards.

Additional Integration REST APIs support​

To improve product integration capability following REST APIs are added:

  • Service Catalog REST APIs are published for Requesting Service from Third Party Integration.

  • Support of Sending Attachment for Service Catalog and Asset REST APIs

  • Integration Framework – IP Based Rate Limit support for overload protection.

Support of Approval Request Delegation to other user is provided​

Capability of delegating Approval Request to other users is added. User can delegate approval request raised for him to other user for specific duration. Also on support portal additional information is added for Problem/Change/Release Approval Requests along with Approval Requester name at the time of viewing approval details.

Automation Workflow Improvements​

Run Webhook Action support is now extended for Problem/Change and Release module, in order to notify entity update changes to third party application.

  • Service Catalog Workflow service request custom fields support as placeholder in Email and SMS action.

  • Auditing support for Workflow Action Send Email and Send SMS is added.

Report – Exported/Downloaded History and Word Format Support​

Support of maintaining history of exported/downloaded reports is added for auditing purpose. Report details such as Report Name, Event Time and User who has downloaded/exported reports will be captured in the history and can be viewed in report detail and same exported file copy can be downloaded from the history. In addition to existing report format now support of Word Format is added for report download/export.

Auto Refresh Support for Dashboard​

Auto Refresh capability is added for the Dashboard KPI and Widget. Now with this new improvement user will be able to set auto-refresh interval of dashboard as per his/her preference and based on the configured interval dashboard will get automatically refreshed and show latest details. Till now only manual refresh was supported.

Support Portal Improvements​

Now Requesters can view Change Requests on the Support Portal.

  • Flexibility of resubmitting Request Feedback is added. Also customization support for Feedback Ratings Labels is added.

  • For customizing display on links on support portal, option of hiding Knowledge, My Approvals and Service Catalog is added.

  • Most Search Keywords in Knowledge base are made clickable.

For strengthening security compliance of product following improvements in the application security and user login security are done.

  • CAPTCHA support on Login, Change Password and User Registration pages. Both Online and Offline CAPTCHA are supported.

  • User Password Encryption Methodology Improvement.

  • All password fields are encrypted during data transfer between web browser and application, also all passwords stored in the database are encrypted.

  • Web Application Security Compliance Points Implementation.

  • Audit support for User Session Auto Logout.

  • Support for Forcefully Terminating Ongoing User Session.

Google Sign-In Integration Support​

Google Sign-In integration support is added in order to provide OAuth based secure authentication flexibility to the organizations having google account. This feature eliminates the need for remembering multiple password by the user. In case user account is not available in ServiceOps, new requester user account will be created on the fly with Verified status.

LDAP Integration Improvements​

In existing LDAP integration process following improvements are done:

  • Capability of importing users added under a particular group is added.

  • In user import process, LDAP source is given higher priority over manual user creation. This behavior will override authentication source of users to LDAP from Local, which are created manually but found in LDAP import also.

Technicians searching support which are on "Do not Disturb" mode.​

On Technician List page support of DND field in search qualification is added for convenient filtering of Technicians that are having "Do not Disturb" mode enabled.

Product License Renewal Reminder Notification Support​

Support of ServiceOps Product License Renewal reminder emails to Admin Technician is added. License renewal reminder email will be sent to Admin Technician user on daily basis starting from last 15 days of license expiry. Notification will be sent both for Trial and Production license.