Next Release : Enhancements in Solutions, Changes, Zia and Setup

Dear Users,

We are planning for the next release set of enhancement's in Solutions, Changes, Zia and Setup for ServiceDesk Plus Cloud. Kindly refer to the below details :

Enhancements

Solutions

Topic Owners for Solution Topics

You can now assign owners for each topic across Solutions.
All solution notifications related to the topic will be triggered to the topic owner.
One technician can own multiple topics but one topic cannot have multiple owners.
Child topics without owner will be auto-assigned to the parent topic’s owner.

Review Date for Solutions

You can now configure a date to review solutions and update/remove them from the knowledge base as required. You can also configure notifications for topic owner regarding the solution review. Also, filter options are introduced to list solutions based on their review due.

Expiry Date for Solutions

Configure expiry date for solutions, after which the solutions will be automatically moved to expired state. Expired solutions cannot be retrieved/modified. You can configure notifications to be sent to the topic owner regarding solution expiry. You can view the expired solutions and solutions due for expiry using filters.

Additional Fields for Solutions

You can now configure additional fields for Solutions module under Setup >> Customization >> Additional fields.

Changes

Request additional fields, attachments, assets involved, and services affected are now copied when creating a new change from a request. Users can now choose the attachments to be copied and/or add new attachments as required.

Note: Request Additional fields will be copied only if the name and type of the fields match with change additional fields.

New approval rules for change and release workflows

Change and release workflows now support new approval rules "Majority to

Approve" and "Percentage to approve." You can configure these rules when adding/editing Approval nodes in change or release workflow editors. To access workflows, go to Setup>>Workflows.

If Majority to Approve is used, then the level gets approved when more than half of the number of approvers have approved; rejected otherwise.
If Percentage to approve is used, then the level gets approved when the number of approvers crosses a custom threshold.

Zia Widget

Besides using Zia chatbot within ServiceDesk Plus cloud, you can now embed the chatbot as a widget into your website to allow technicians and end users to complete their help desk tasks from right within the website. You can find the HTML embed code under Setup >> Zia >> Zia Widget or by chatting with Zia.

UI Changes

Reply Template

Edit and Delete operations for reply templates are now moved under beside the template.
Subject/message variables in the right panel are now available as an auto-suggest menu which pops up on typing $ in the editor.
The character count for the Subject field is now limited to 250.
You can now choose to mark any configured template as default. In the list view, click beside the required template to mark it as default.

Resolution template

Edit and Delete operations for resolution templates are now moved under beside the template.

API Changes

API convenience operations (POST, PUT, GET, DELETE) are now implemented in reply and resolution templates. You can also mark any reply template as default via API.

Please post your comments and queries or send us an email to support @ servicedeskplus-cloud-support@manageengine.com

We shall keep you update with its release.

Thanks & Regards,

Saravana Balaji

ServiceDesk Plus Cloud