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Motadata ServiceOps Release Version 8.4.5

Release Date: July 05, 2024

What’s New?​

New Features​

Request Management​

  • Requests can be reopened and closed from notifications sent via Email using the Email Command method. Hence, the below placeholders are added to the Request module, App Notification, Workflow, and Scenario pages:

    • Close Request via Mail: Close the request by clicking the button in the notification email.
    • Reopen Request via Mail: Reopen the request by clicking the button in the notification email.

Asset Management​

  • Users can create a network scan to scan assets based on ping without requiring credentials.

  • The poller service can be used when the agent cannot communicate directly with ServiceOps. In this scenario, the poller acts as a mediator between the agent and the server.

Dashboards​

  • A schedule can be created to export dashboard data at regular intervals using the Schedule Dashboard option.

Enhancements​

Request Management​

  • The maximum length of Min. digits for Request ID is increased to 14 digits.

  • Email replies from users other than the assigned technician can be added as Collaboration or Reply to the request.

SLA Enhancements​

  • Admin users can configure a one-time penalty within the cumulative penalty for breaches of maximum response and resolution time SLAs.

  • The SLA percentage displayed in the Request Details SLA tab is now retained regardless of the request’s status.

Chat Improvements​

  • Users can now create and apply chat flows to selected applications, allowing for more customized and relevant interactions. Additionally, a separate fallback flow can be applied to each application from the Settings page.

  • Users can add attachment files to chat when creating a request.

  • Technicians can share links to relevant references when chatting.

Search Enhancements​

  • The search functionality is added and enhanced in the following sections:

  • Users can search for assets using additional fields similar to those on the Hardware Asset list page, which are now added to the Admin > Asset Management > Asset Movement > Create Asset Movement Request page > Add Assets popup.

  • In Admin > Asset Management > Software Rules > Software Normalization Rules, support for search filtering based on fields like Name, Rule type, and Created Date has been added.

  • In the Software Asset Installation tab, the software assets can be searched by entering the keywords or selecting the desired fields.

  • In the Software Asset Uninstallation tab, the software assets can be searched based on the fields like Task ID, Asset ID, Asset Type, Used By, Detection Date, Uninstallation Date, Status, and Result.

  • Users can use the following search filters when adding a USB Configuration in the Create USB Configuration Deployment page:

    • Name
    • USB Configuration Type
    • Platform
    • USB Configuration Action

  • The agents where the patch is installed can be searched in the Patch Deployment Installation tab by selecting the desired fields.

  • In Admin > Organization > Announcements section, users can search for the required announcement using the elastic search, i.e., based on field and keyword. Previously, only keywords could be used.

  • In MSP mode, users can use the Company field in the search filter to find the required announcement.

  • Users can search for the required technicians in the Users tab while adding or editing a role.

  • The search filter is added to the following modules:

    • Patches > Installation
    • Computers > Installation > Patch
    • Computers > Installation > Package
    • Computers > Installation > Registry

  • Users can search for requests, technicians, and requesters using an API based on custom fields, including Text Input, Checkbox, Multi-Select, Multi-Select Dropdown, DateTime, Dropdown, Radio, Dependent, and Number.

Asset Management​

  • Support for downloading the Discovery Service History in Excel format is added.

  • Users can add tags to the asset using the Add Tags action in the Asset Workflow.

Patch and Package Management​

  • The patch Computers can be restarted directly using the Restart option from the respective Computer Details page.

  • The following bulk actions are added to the Patch and Package Management list page:

    • Cancel Deployment
    • Delete

    Sorting functionality has also been added to all the columns of the list page.

User Management​

  • Users can integrate the JumpCloud service into ServiceOps to utilize SSO functionality and import users.

  • Users can delegate their work to a Technician Group and its members when marking leave. This ensures that all tasks and responsibilities are managed effectively in their absence.

  • The history of events occurring in the Technician and Requester Groups can be viewed using the History icon on the list page.

  • The reason for blocked users can be viewed from the Blocked Reason column on the Technician or Requester List page.

  • Configuration audits can be viewed for the following details of the Technician and Requester Groups:

    Technician Groups:

    • Description
    • Business Hours
    • Technicians

    Requester Groups:

    • Description
    • Requesters
    • Conditions

Dashboards and Reports​

The following report enhancements are made:

  • A new column, Asset Group Owner, is added to the tabular Asset Report.

  • A new column, Configuration Details, is added to the Asset Configuration Summary Report of the Deployment module. The details contain fields like Configuration Name, USB Configuration Type, Configuration Applicable On, Platform, USB Configuration Action, and Description.

  • A new option, Last Approved Date, is added to the Date Filter in Reports and Dashboards. Also, it is added as a column in the following sections:

    • Request List Page
    • Problem List Page
    • Change List Page
    • Release List Page
    • Search Filter

Workflow Enhancements​

  • The Marked as Merged Request workflow trigger now works with requests of any status.

  • The following triggers are added to the Asset Workflow:

    • Host Name is changed
    • MAC Address is changed

  • The following conditions are added to the Asset Workflow:

    • Host Name
    • IP Address
    • MAC Address

Miscellaneous​

  • Users can apply a custom filter to the archived records and save them for future use.

  • The PostgreSQL database version can be upgraded from v11 to v16 manually.

  • The Due By field can be edited if the permission Update Due By is enabled from the Role Update section for Request, Problem, Change, and Release modules, respectively.

  • Support for the Turkish language is added to the Motadata ServiceOps application.

  • Priority details can be sent in the ticket by adding the Priority placeholder in the Event Notifications and Response Templates.