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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