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Motadata ServiceOps Release Version 8.4.3

Release Date: May 01, 2024

What’s New?​

New Features​

Request Management​

  • Support for integrating the Rakuten Viber application with ServiceOps is added.

  • The auto assignment functionality can now be applied to the Problem, Change, and Release requests. Thus, based on the selected strategy, these requests can be automatically assigned to the available technicians.

  • Users can now link multiple Facebook Messenger pages to a single ServiceOps instance. This allows for managing and responding to requests from multiple sources (pages) within a single interface.

  • Incident Requests can be converted to Service Requests and vice-versa from their respective Details page.

  • Requesters can now print the request details from the Support Portal in PDF format.

  • Print templates can be created for individual service requests of the Service Catalog.

Asset Management​

  • Support for maker checker functionality is added. This ensures that no changes initiated by the maker (the person initiating a change) in the Hardware and Non-IT assets are implemented without the approver’s approval (the checker).

Miscellaneous​

  • New Out-of-the-Box (OOB) Reports, Dashboards, KPIs, and Widgets have been added to the application.

  • The admin user can now restrict the creation of request, problem, change, and release tickets to only the leaf nodes in the location hierarchy.

Enhancements​

Request Management​

  • A guest requester can now create a request or service request only if the Allow Requester to Create Request and Allow Requester to Access Service Catalog fields are enabled from the Admin > Support Channel > Support Portal settings page. For example, if Allow Requester to Create Request is enabled, then only the Allow Guest Requester to Report a Request field will be available to allow the guest requester to create a Request. Similarly, if Allow Requester to Access Service Catalog is enabled, then only the Allow Guest Requester to Request for Service field is available to allow the guest requester to create a Service Request.

  • Incident Requests created without a category now default to those configured from the Admin > Request Management > Request Categories > Category Configurations popup.

Problem Management​

  • The following two new custom rules are added to the Problem Closed Rules:

    • Close all Related Requests: If selected, along with the problem, all the requests related to the problem will be closed.
    • Copy Workaround and Solution to Request Solution: If selected, when the problem ticket is closed, the workaround and solution added to the problem will be copied to all the related requests.

Approval Management​

  • The status of all requests without any pending approvals will be set as Not Requested on the list page.

  • The approval history can now be viewed in a read-only format on the Approval Details page by clicking the Approval tab.

Asset Management​

  • Support for Mac and Linux Agent auto-upgrade is added.

  • Asset Relationships can be downloaded in Excel, PDF, and CSV formats. Additionally, the Excel and PDF files can be password-protected for security.

  • The Configuration Audit now contains the Vendor and Product details when any field in the Product Vendor relation is updated.

  • The user can now map the Asset fields, like Department, Location, and Managed By, with the User fields using a workflow. This ensures that the data is automatically updated whenever there is a change in the Asset’s details.

Purchase Management​

  • The user can now use the following three vendor placeholders in the Purchase Print Template:

    • Vendor: It provides the Vendor Name and ID together.
    • Vendor Name: It provides the vendor name.
    • Vendor Code: It provides the vendor code.

Dashboard and Reports​

  • Users can now set different color highlights for all the OOB (Out-of-the-box) KPIs.

  • The user can now include the Used By (Email ID) field in the Tabular and Summary report types of the Asset module. If multiple users exist, they will be separated by a comma. If no email id exists, the field will be blank (—).

  • The user can select the Used By (Email ID) option in the Group By field to group the Hardware Asset Matrix report data based on it.

Task Management​

  • The user can set the task status automatically through a Workflow using the Set Task Status action. The status can be applied to the Request, Problem, Change, and Release modules.

Knowledge Management​

  • Users can now set an expiry date for the Knowledge Base(KB) articles.

  • While printing or downloading a knowledge article, its KB-ID and KB name will be used as the file name.

Miscellaneous​

  • The HA cluster and DR health monitoring details are now available for the On-Premise ServiceOps version in the Application Monitoring and Health Monitoring tabs.

  • The option to select the font style in the Rich Text Area field across all the modules has been added. Additionally, it can be configured for the Chatbot from the Admin > Support Channels > Chat page.

  • The user can download the tickets list in Excel and CSV formats using the Download button on the list page across all modules, like the Request List page. Additionally, one can password-protect the Excel file for added security.

  • Attachments throughout the application can now be previewed by clicking the eye icon next to the filename. However, attachments that cannot be previewed will be downloaded instead. The file formats supported include EML, MSG, PDF, PNG, JFIF, JPEG, TXT, HTML, etc.

  • Apart from the manual refresh, the user can now set the auto-refresh time interval, after which the Technician Portal page will be refreshed automatically.

  • The admin can now use the Since Problem is Created and Since Change is Created conditions within the respective Problem and Change modules at the following locations:

    • Dashboard KPI > Condition
    • Dashboard Widget > Condition
    • Workflow > Condition
    • Reports > Condition

  • The new Problem Age and Change Age fields have been added to the Other Info section of the Problem and Change Details page. They display the age of the ticket in terms of duration between the creation and the current Date and Time. They are also added to the Conditions of Reports, Dashboards, Workflows, SLA, and Approval Workflows. Additionally, the fields are available in the Standard Print Template used while printing the ticket details.

  • The system now stores the Admin Security Configuration Audit entries in the audit.log file.

  • The additional comments added by the user can now be printed and viewed in the User Response tab of the User Survey Details page.

  • Users can now view the help file in the Technician Portal.

  • The maximum character limit for the Helpdesk Name on the Branding Details (Admin > Branding and MSP Support Portal Branding) page has been increased to 80.

  • The View Contract permission has now been added to the Request Specialist Technician role.

  • A confirmation dialog box will appear whenever a Technician Group is updated in the ticket based on the configured Show Dialog Custom Rules.

  • A request can now be automatically assigned to the Assignee’s manager by selecting the Assignee Manager option for the Set Assignee action in the Workflow, SLA escalation, and Scenario sections. This applies to Request, Service Request, Problem, Change, and Release modules.