Xanadu |
- Admin Center changes
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- Migrate your ITSM Agent Workspace features to Service Operations Workspace by using the on-screen utility without having to rebuild these features. This migration includes customizations done on ITSM Agent Workspace for various forms, UI actions, and lists.
- Configure the availability and order of the contextual side panel tabs in record pages.
- Configure modern Change Management features from the Service Operations Workspace
Admin Center to increase change efficiency, accelerate change approvals, drive data-driven risk analysis, and leverage DevOps data for change automation.
- Configure the visibility settings of the Overview tab for each problem record state.
- Configure the visibility settings of the Overview tab in the incident record page for tier 1 agents from the Incident record section of Incident Management in Admin Center.
- Configure Service Desk assisted Password Reset to accomplish the following tasks:
- Assign the password reset service desk role to the user.
- Create a credential store record to configure access to your credential store server while a user is changing or resetting a password.
- Configure the verification methods for the service desk process.
- Configure the password policies.
- Starting in version 6.1, you can do the following actions from the SOW Admin Center:
- Configure Interaction Management in SOW.
- Browse through a collection of SOW learning resources to help users understand more about SOW configuration.
- Granular roles
- Configure the user access for various record pages in Service Operations Workspace for ITSM by using the following granular roles, and the user’s access to these record pages is based on the role assigned.
- Incident: sn_incident_read and sn_incident_write
- Request: sn_request_read, sn_request_write
- Problem: sn_problem_read, sn_problem_write
- Change: sn_change_read and sn_change_write
Because these granular roles inherit the sn_sow.sow_home and sn_sow.sow_list roles, the users with the granular roles can access the Service Operations Workspace for ITSM home and list pages. Note: When upgrading to Xanadu, the email_composer user role is added to the users along with the respective granular roles. The time to add the role depends on the number of users having the granular roles for write function and
impacts the overall instance upgrade time. Adding the email_composer user role ensures that the granular write users have access to the email templates in SOW.
- Interaction record page enhancements
- View the requester's details, their assets, recent interactions, and related links from the Opened for card. This centralized access point provides an agent with a comprehensive overview to efficiently manage the requester's
information.
To streamline the workflow and maintain focus on interactions, a modal-based interface for record association is implemented for the interaction record in Service Operations Workspace. This interface simplifies the workflow by automatically suggesting tables that are frequently associated with Interactions, including the change, incident, knowledge, problem,
and request. This enhancement is designed to streamline operations and enhance user efficiency. Starting in version 6.1, view all available metrics of the requester’s assets that are collected through the Digital End-User Experience (DEX) architecture from the interaction record.
- Incident record page enhancements
- The incident record page has the following enhancements:
- View the Configuration Item (CI) dependency for the following reference fields:
- Configuration item
- Service
- Service Offering
- View the VIP field decorator for a caller field in the Details tab and in the Record information tab of the contextual side panel for VIP users.
- Search and filter the configuration items (CI) that are based on the configuration class when you add the affected CIs to an incident record.
- When an agent reports a knowledge gap from an incident record, the success message that contains the created knowledge feedback task record link is displayed. You can select the link to open the knowledge feedback task
record on a separate tab to provide the information and create an article for the knowledge gap.
- For issues related to Password Reset, you can now select Password Reset as the incident category. After this category is set and the incident record is saved, you can resolve the incident by using the
Reset password UI action. For more information on Password Reset, see Password Reset in SOW.
- Starting in version 6.1, the incident record has the following enhancements:
- The activity stream displays the activity information in tiles that are collapsible. By default, the first activity tile, either a work note or comment, is expanded and the consecutive tiles are collapsed. This
ensures a clean UI and enables you to expand and view the activity information when required. It ensures a clean UI and enables you to view the activity information when required. To enable this feature, set the
Enable the expandable activity stream tiles (enableExpandableActivityStreamTiles) UX page property to true.
- An internal tag is added to the work notes.
- You can define, customize, and apply tags to the activity streams. These tags help you filter the activity based on the tags. You can use the Activity stream property
(activitystreamprops) property to define and customize your tags.
- Add related interaction records to an incident from the Interactions related list of the Related records tab.
- Resolve cases or support issues faster and more efficiently with response templates. Access the response templates (formerly known as templated snippets) from the contextual side panel of an incident record to
quickly copy the reusable messages and provide quick and consistent messages to users, or to display standard chat response messages to the requesters in chat.
- Use the Opened By field in the Origin card of the Record information side panel tab of an incident to view the user who created the incident's origin record.
- Use the Type field in the Origin card of the Record information side panel tab of an incident to view the channel type of the incident's origin record. For example, if the origin is an
interaction record, the type can be Chat.
- If an incident is created from an interaction record, you have the following options:
- View chat transcript: View the chat history with the caller of the interaction record. This option is available only if the interaction record is of the Chat type and is in Closed complete or Closed Abandoned
state.
- View work notes: View the work notes history of the interaction record.
- Announcements for a major incident
- Keep your users informed about an ongoing major incident by broadcasting communication messages about it. Create and configure announcements from the Communicate tab of the major incident record.
Announcements can appear in an announcement banner or an announcement widget that users can view on their IT service portal.
- Major incident record enhancements
- Starting in version 6.1, you can do the following:
- View the information on the Post incident report tab using the incident management granular roles such as sn_incident_read and sn_incident_write.
- Flag events on the activity stream of a major incident to include them in the post incident report events timeline.
- Access the Collaborate side panel tab and its features from the incident communication task (ICT) record associated with the major incident record.
- Select or change the SMS templates for the major incident SMS communication to the required end users with the following roles:
- major_incident_manager
- sn_incident_write user who has the required communication related roles
- ITIL user to whom the major incident is assigned
- Automatic closure of an interaction from an incident
- Starting in version 6.1, when an incident record created from an interaction record is resolved, the interaction record is automatically set to Wrap up or Closed complete state.
You must set the Auto close the origin interaction (sn_sow_inc.autoclose_origin.interaction) system property to true and the Close interaction from
incident business rule must be Active.
- SOW list page enhancements
- Starting in version 6.1, you can do the following:
- View the user who updated the incident record using the Updated column on the SOW incident list page.
- Copy the sys ID or the URL of a record from the SOW list page to share with other agents, enabling quicker resolution of the issue.
- Configure the fuzzyCount property to display the number of records on the list page.
- Collaboration in Problem Management
- Starting in version 6.1, you can chat or make calls to communicate with stakeholders using the Collaborate option in the contextual side panel of problem and problem task records.
- Change Management enhancements
- Starting in 6.1, you can do the following:
- Find your change model or template when raising new changes by using the enhanced filtering and search capabilities for the Standard Change Catalog.
- Manage the Standard Change life cycle.
- Propose, modify, and retire Standard Change templates.
- Propose mass configuration item (CI) updates.
- Propose changes to single CIs.
- Automate the update and audit trail of CIs, with mass updates and change proposals recording the attributes being changed and (optionally) updating the CMDB automatically.
- Quick start tests for Incident Management in Service Operations Workspace for ITSM
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After upgrades and deployments of new applications or integrations, run quick start tests to verify that Incident Management features work as expected. If you customized Incident Management, copy quick start tests and configure them for your customizations. The following quick start tests are added for Incident Management in Service Operations Workspace for ITSM:
- Create problem from incident: Enables you to test the problem creation from an incident by using the Create problem UI option.
- Verify Assign to me button functionality: Enables you to test the incident assignment by using the Assign to me UI option.
- Password Reset in Service Operations Workspace for ITSM
- Assist users to quickly access their accounts by enabling them to reset the user password.
- Exploring Recommended Actions for ITSM in Service Operations Workspace
- Manually search for AI-powered recommendations that assist in swiftly addressing issues. AI-enhanced search results are available for these record types: incident, incident task, problem, problem task, change request, change
request task, interaction, and request.
- Overview tab for problem records
- Configure how and what information is displayed in the sections of the dynamic Overview tab for each problem state.
- Manage life cycle of problem tasks
- Provide additional flexibility for problem task analysts, including the ability to reassess problem tasks from the Work in Progress state.
- Initial support for problem models
- Introduction of Problem Management models, one default problem model (General) and two default problem task models (Root cause analysis and General).
The default models are equivalent to the base life cycle in the Xanadu release. This initial support enables you to create custom models to tailor additional scenarios for specific use cases. Note:
If you’re using Service Operations Workspace 5.x and you enable Problem Management models, you manage problems and problem tasks in the classic UI16 experience, rather than in Service Operations Workspace.
Service Operations Workspace 6.x is based on the Xanadu release and it supports Problem Management models.
- Shortcuts for creating fix tasks from a problem
- Use the following shortcuts from the Overview tab of a problem:
- Create defect (part of Agile Development 2.0)
- Create enhancement (part of Agile Development 2.0)
- Create improvement initiative (part of Continual Improvement Management)
- Guided tours
- Learn about Service Operations Workspace for ITSM through a sequence of interactive steps that guide you through a specific concept or process.
Starting in version 6.1, the following guided tours are available:
- Overview of the PAR dashboard
- Overview of the various tabs and actions of an incident record page.
- Generate and download a post incident report for sharing it with all the stakeholders.
- Overview of the various tabs and actions of a problem record page.
- Get tailored recommendations for problems
- Get tailored recommendations for interactions
- Get tailored recommendations for requests
- Add approvers to approve a request
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Starting in version 6.1, to expedite the process and effectively meet the user's request, you can add one or more approvers to the request or to a specific request item. This helps to streamline the approval workflow and
ensure that the user's needs are fulfilled quickly and efficiently.
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Yokohama |
- User role for service desk agents
- Enable tier 1 service desk agents to quickly gather and verify information by granting the sn_service_desk_agent role, which is accessible when the ITSM Roles plugin (com.snc.itsm.roles) is installed.
The
sn_service_desk_agent role can be used starting with Service Operations Workspace version 6.1 with the Yokohama release.
- Incident management configuration changes in the Service Operations Workspace
Admin Center
- The Incident record of the Incident Management section in the Service Operations Workspace
Admin Center has the following enhancements:
- Configure and use response templates to quickly respond to incidents.
- Configure additional properties to control incident features such as auto-closing incidents and copying or creating child incidents.
- Reopen an incident in Service Operations Workspace
- Enable agents with incident write access, callers, or end user who opened the incident to reopen a resolved incident.
- List page enhancements
- The Service Operations Workspace list page has the following enhancements:
- Ability to assign the incident record to yourself if you’re the logged-in user or to reassign it to another user or assignment group.
- An animated dot symbol that indicates whether a list has been customized.
- Major incident management record page enhancements
- Enhance incident and major incident-related communications including ad hoc communications and major incident playbooks in SOW by adding DEX
Desktop Assistant as a channel.
- Direct approvals in Service Operations Workspace
- Service desk agent can approve records directly within the SOW without having to navigate to the Core UI. By approving records from the SOW, you can reduce response times, and ensure quick resolution of the tasks.
- Automatically close an interaction in Service Operations Workspace
- Interactions are now automatically closed when the associated incident is resolved, streamlining the workflow and ensuring consistent status updates.
- Enhanced side panel features
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- Access the Recommended Actions and AI Search features from the contextual side panel for request items and catalog tasks.
- Determine the order of the items in the contextual side panel.
- The Recommended Actions and AI Search features are now available in the contextual side panel for both request Items and catalog tasks.
- Enable email redirection to SOW from SOW Admin Center
- Stay within the SOW and work on your tasks more efficiently by enabling email redirection. By enabling email redirection within the SOW
Admin Center, you can simplify communication management, enabling the users to stay within the SOW and focus on their tasks without interruption.
- Initiate a chat from Sidebar in Service Operations Workspace
- Use Slack as a primary mode of communication from the Sidebar so you can send direct messages to users without having to leave the SOW.
- View the device health of user assets
- DEX is integrated with SOW to monitor CIs or assets associated with SOW records such as incidents and interactions to determine the health of devices. You can view the device health information of the user's assets on the Record information side
panel of the incident and interactions record page. This feature is available only if the DEX plugin [sn_dex] is installed and DEX monitoring is enabled for the asset.
- Using MRA Async for adding child incident, affected CIs, impacted services and assets
- When adding a list containing more than 50 child incidents, affected CIs, impacted services or assets from the Overview tab or Related records tab of an incident or problem
record, the Multiple Record Associator (MRA) component batch processes in async and helps adding them in background thereby increasing the overall performance of the system. This feature works only if the number of items to be
added is more than 50 as the async Threshold configuration property is set to 50.
- Viewing the device health of the user assets
- View the device health information of the user's assets from the Assigned assets section on the Record information side panel of the incident and interactions record page. This helps in providing a quick resolution to the
user. This feature is available only if the DEX plugin [sn_dex] is installed and DEX monitoring is enabled for the asset.
- Guided tours for SOW
- Learn about Service Operations Workspace for ITSM through a sequence of interactive steps that guide you through a specific concept or process.
The following guided tours are available:
- Create an incident task
- Overview of the Interaction record in SOW
- Enhanced security model adoption in Service Operations Workspace
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Help prevent unauthorized access to the tables of the following applications with Deny-Unless ACLs:
- Metrics and CI actions framework
- Remedial actions framework
- Agent client collector for investigation
- Microsoft Endpoint Configuration Manager for Investigation
A Deny-Unless authentication ACL restricts access for a non-authenticated user, such as a public role user. Without access, the user can't perform any actions on the tables related to the above mentioned applications,
including reading, writing, deleting, creating, or accessing the report view. This feature is available to both new (zboot) and upgrade instances.
- Known error article for a problem
- Starting in version 7.1, share the workaround for a problem and deflect additional incidents by creating a known error article for the problem.
- On-Call Scheduling configurations in Admin Center
- Starting in version 7.1, use the simplified navigation from Admin Center to manage configurations for On-Call Scheduling in Service Operations Workspace for ITSM. It improves the administrator's experience.
- Configure Notify in SOW
- Configure the provider preferences for Notify to manage the conference calls in Service Operations Workspace.
- Create CAB meetings in Service Operations Workspace
- Define and create Change Advisory Board (CAB) meetings, invite attendees and dynamically populate agenda items for each meeting in Service Operations Workspace.
Run CAB meetings through CAB Workbench, available within Service Operations Workspace to review and authorize change requests. For more information, see Conduct a CAB meeting in the CAB workbench.
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Zurich |
- Configuring Notify in Service Operations Workspace
- Configure Notify with Microsoft Teams
SOW in Admin Center using the guided setup.
- Visual indicators for unread messages
- To help agents maintain the Service Level Agreement (SLA) for chats, visual indicators are available on chat session tabs in the SOW. These indicators include color codes, where tabs with unread messages are highlighted in different colors. Inactive tabs display a purple background color to indicate that a
message has been received. Tab colors shift to yellow and then to red to highlight critical wait times. These enhancements aim to improve customer service by ensuring quick response time, increase productivity by helping
agents manage multiple chats more effectively, and reduce stress by providing clear visual cues, ultimately leading to better SLA compliance and higher service quality.
- Resize modal in Service Operations Workspace
- Optimize your viewing experience by resizing the following modals in SOW:
- Copy incident
- Report knowledge gap
- Reopen incident
- Add similar incidents to major incident record
- Find multiple similar incidents and add them as child incidents to a major incident or major incident candidate record from the child incident related list in the Related records tab of the major
incident record. Similar incidents are retrieved based on the similarity solution definition that can be configured to train on various fields such as Short description and
Description. Adding the similar incidents as child incidents to the major incident record ensures avoiding the creation of multiple major incident records for the same issue.
- On-Call Scheduling enhancements in Service Operations Workspace
- On-call scheduling in SOW has the following enhancements:
- The On-call trigger rule page is enhanced to support and select subflows.
- The On-call trigger rule page is enhanced for supporting re-triggering escalations on configured fields such as Priority. Re-triggering is enabled whenever the value in the configured field changes.
- Configure custom providers as channels for on-call escalation notifications.
- Send the on-call escalations notifications to all stakeholders when any of the record fields configured using the on-call trigger rules are modified.
- Auto-dismiss the alerts and notification in Service Operations Workspace
- Configure the alerts and notifications in SOW to automatically dismiss within the specified time. Auto-dismissal of the alert notification reduces the user effort in manually dismissing the notification. By default, the
base system has the following settings:
- Auto-dismiss is turned on for alert notification of type info, positive (success) and low and has the timeout value of three seconds.
- Auto-dismiss is turned off for alert notification of type critical, high, moderate, and warning.
- The time label is turned off and only a visual time indicator is displayed.
- The alert notification content is expanded.
- DEX and SO view in the investigate tab
- Based on the Configuration Item (CI) selected in the Investigate tab and the rules defined in the Investigate CI Experience Rules
(sn_sow_investigate_ci_ux_rule) table, the Investigate tab displays the CI metrics in the UI experience dashboard view for the different CI classes:
- DEX view - Displayed for the cmdb_ci_computer CI class.
- SO view - Displayed for the cmdb_ci_service class.
You can select both the affected CIs including service and service offering and caller CIs.
- SOW record page enhancements
- The SOW record page has the following enhancements:
- Add a clickable URL to the Summary section on the Overview tab of an incident record, enhancing navigation and reference capabilities. The Overview page supports URL type of field in read-only
mode.
- Perform various DEX actions on a CI using actions from the Action library in the contextual side panel of the SOW record page.
- Manage user actions on the reference fields of a SOW record page with the following glide list actions:
- Add me - Add the logged in user to the field.
- Remove me - Remove the logged in user from the field.
- Add multiple users - Add multiple users to the field.
- Add multiple records - Add multiple records to the field.
- View recent tasks in a knowledge article record
- Configure the Display recent task for knowledge article (glide.knowman.recent_task.display) system property to view the recent task records to which the knowledge article is
recently attached. You can select the task record link to open the task record in a new tab with the workspace view.
- Introduction of Granular Admin roles in SOW
- The following granular admin roles are introduced in SOW:
- sn_sow_admin.sn_sow_admin: Provides access to SOW
Admin Center page for SOW configurations. Admins can use the role to configure SOW features and maintain organizational policies.
- sn_sow_inc_sn_incident_sow_admin: Provides access to SOW
Admin Center pages for configurations related to Incident Management features.
- sn_sow_mim.sn_mim_sow_admin: Provides access to the SOW
Admin Center pages for configurations related to Major Incident Management (MIM) features.
- sn_sow_on_call.sn_on_call_sow_admin: Provides access to the SOW
Admin Center pages for On-Call Scheduling configurations.
- sn_sow_problem.sn_problem_sow_admin: Provides access to the SOW
Admin Center pages for Problem Management configurations.
- View conflicts in the change request form
- The improved schedule and conflicts section added in the change request form displays the scheduling conflicts for a change request. If a scheduling conflict exists, conflict detection also provides details of any related
blackout or maintenance schedules and other active change requests to determine the scheduling conflict. You can use the resulting information to review and modify the change request details to eliminate conflicts. You can
also manually check and manage conflicts.
For more information on conflict detection, see Conflict detection.
- Interaction wrap up with modeless dialog
- Provide agents with dedicated time after each call or chat to finalize the interaction details and wrap up their work before starting a new conversation.
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Australia |
- UI16 links to SOW redirection behavior
- Improve the fulfiller experience by redirecting UI16 module links such as forms and lists to the equivalent SOW experience. The UI16 module link redirection behavior is supported for all the applications in SOW when the system property sn_sow_itsm_admin.experience_redirection_enabled.sow is set to true.
For new instances, this
redirection configuration is automatically available in the base system. For upgrade instances, administrators can configure the redirection behavior from the SOW
Admin Center. You can enable this feature for the UI16 links and user groups or specifically for a custom table. You can also enable this feature for specific user groups or all user groups within the custom
table or applications in SOW.
- Mapping granular admin roles with SOW granular roles
- Using granular admin roles, provide full administrative access to the configuration and property pages for the applications in SOW without requiring the administrator (admin) role. These granular admin roles are mapped with ACLs and contain the corresponding existing SOW granular roles.
- UX property to hide contextual side panel
- Use the Hide contextual side panel for specific table and tab combination option from the SOW Properties section in the SOW
Admin Center to configure the hide ContextualSidebar UX page property. This property enables you to define the table with tab combination for which the default primary contextual side
panel must be hidden, prioritizing the embedded contextual side panel within the tab instead.
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