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November 2019 Intelligent Service Management Upgrade for all Data Centers

  • 1.  November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-06-2019 04:47
    Edited by Shabbir Hussain 11-06-2019 06:17

    Dear Serviceaide Intelligent Service Management User, 

    This update is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade to your environment. This upgrade, known as Sapphire, includes new features, customer ideas from the community and defect fixes. The release will be deployed first in Staging and then in Production. If you find any issues during your testing in Staging please promptly report them to the support team.

    Serviceaide is hosting a webcast to discuss and demonstrate this new release on November 7th  8am PT/ 11am ET. To attend see the event post on the community.  


    The key features in this release are as follows with additional detail available in the Release Notes

    • Dashboard: A brand-new dashboard is available under the Reports menu and in Advanced Ticket Center to provide you a comprehensive snapshot of your service desk.
    • Similar Tickets and Suggested Solutions: Using Machine Learning, analysts are shown similar tickets and suggested solutions on the right side of the ticket. This improves MTTR by putting relevant information at the analyst's fingertips.
    • Auto-Population of Tickets using AI (Beta): Using Machine Learning (ML) and Natural Language Processing, ISM analyzes an organization's historical tickets and can set the CCTI, Priority, and Assigned group for the ticket based on the subject line of a user's email. This is a beta and limited to a small set of customers.
    • Advanced Ticket Center Improvements: New matching criteria including date fields that had relative date ranges, more fields with drop downs and better sorting. 

    For more detail on this release, including a list of bug fixes and known issues, please review the following resources:

    If you experience any issues immediately after the upgrade, please try to access the application in browser incognito mode or refresh your browser cache. Additionally, reindexing for Advanced Ticket Center and Advanced Search will take place immediately after the upgrade. Depending on the size of your database this could take up to 4 hours. During this time, you may not see all tickets in those two workspaces.

    If you have any questions about the contents of the release and the upgrade procedure, please contact the Serviceaide Support team. If you have team members that did not receive this notification, please add them to the notification system at our Serviceaide Emergency Maintenance Notification Self Registration Portal https://serviceaide.sendwordnow.com.

    We look forward to sharing this release with you.



    ------------------------------
    Regards,
    The Serviceaide Team
    ------------------------------


  • 2.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-13-2019 05:54
    The upgrade completed successfully on CSM2Staging. We encourage you to validate this new release and report any issues.

    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 3.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-13-2019 07:53
    Edited by Shabbir Hussain 11-13-2019 08:04
    Dear Serviceaide Intelligent Service Management User,

    We would like to inform you that while the upgrade has been completed in CSMStaging environment, we are experiencing delays while we complete post maintenance activities where it might take few more hours for it to complete. You might observe few modules not working such as Elastic Search, Admin services, Kibana Dashboards and SLA.

    We will keep you posted soon. Appreciate your patience.

    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------


  • 4.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-13-2019 09:33
    The upgrade completed successfully on CSMStaging. We encourage you to validate this new release and report any issues.

    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 5.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-14-2019 08:05
    The upgrade completed successfully on CSM5Staging environment. We encourage you to validate this new release and report any issues.

    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 6.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-21-2019 06:35
    Dear CSM2 Customer,

    As a pre-
    requisite for Sapphire upgrade we will do the re-indexing activity now which will complete in next 2-3 hours. You may observe that
    • Kibana will not be available during this window
    • Advanced Search may not be rendering data correctly during this window


    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 7.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-21-2019 08:12
    Edited by Nualakanti Vidyasagar 11-21-2019 08:13
    Dear CSM2 Customer,

    We would like to inform you that the r
    e-indexing activity is now completed successfully.

    ------------------------------
    Support Engineer
    ServiceAide
    Hyderabad
    ------------------------------



  • 8.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-21-2019 10:21
    Edited by Nualakanti Vidyasagar 11-21-2019 10:26

    Dear CSM3 Customer,


    As a pre-requisite for Sapphire upgrade we will do the re-indexing activity on 21-Nov-2019, 5:00pm PST which will complete in 5-6 hours. You may observe that

    • Kibana will not be available during this window
    • Advanced Search may not be rendering data correctly during this window


    ------------------------------
    Regards,
    Serviceaide Support Team.



  • 9.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-23-2019 13:31
    Dear Intelligent Service Management User,

    The upgrade completed successfully on CSM3. We encourage you to validate this new release and report any issues.



    ------------------------------
    Jayaprakash Ranabotu
    Support Engineer
    ServiceAide
    Hyderabad
    ------------------------------



  • 10.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-24-2019 04:34

    Dear Serviceaide Intelligent Service Management User, 

    The upgrade completed successfully on CSM2. We encourage you to validate this new release and report any issues.

    ------------------------------
    Jayaprakash Ranabotu
    Support Engineer
    ServiceAide
    Hyderabad
    ------------------------------



  • 11.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-24-2019 07:48
    Dear Serviceaide Intelligent Service Management User,

    The upgrade completed successfully on CSM5. We encourage you to validate this new release and report any issues.


    ------------------------------
    Jayaprakash Ranabotu
    Support Engineer
    ServiceAide
    Hyderabad
    ------------------------------



  • 12.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-25-2019 08:54

    Dear CSM3 Serviceaide Users, 

    We are currently observing some slowness in Advance ticket center and ticket search issues in Advanced search.

    User may see error  "Failed to perform the requested operation" while performing above operations

    We are actively working to stabilize the impacted service as quickly as possible.

    Sorry for the inconvenience caused. 

    Thank you  



    ------------------------------
    Bharath Laggisetty
    Support Engineer
    Serviceaide
    ------------------------------



  • 13.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-25-2019 11:46
    Dear CSM3 Serviceaide Users,

    We would like to inform you that we are actively working on the above issue with slowness in Advance ticket center and ticket search issues in Advanced search and it is taking more time than anticipated for the fix.

    We will keep you posted as soon as the issue is resolved.

    Regret the inconvenience.


    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 14.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-25-2019 14:48
    Dear CSM3 Serviceaide Users,

    Just wanted to keep you posted the status, we are continuing to observe the above reported issue and we have engaged all the concerned teams to get the issue resolved as soon as possible.

    We will keep you posted as soon as the issue is resolved.

    Appreciate your patience and regret the inconvenience caused due to this.


    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 15.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-25-2019 16:12
    Dear CSM3 Serviceaide Users,

    We would like to inform you that we are not observing the reported error in CSM3 Production environment since the last 45 mins, we will continue to actively monitor it further.

    Request you to please validate and let us know if the issue persists.




    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 16.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-26-2019 07:50
    Dear CSM3 Serviceaide Users,

    Just wanted to keep you posted the status, we are continuing to observe the above reported issue and we have engaged all the concerned teams to get the issue resolved as soon as possible.

    We will keep you posted as soon as the issue is resolved.

    Appreciate your patience and regret the inconvenience caused due to this.

    ------------------------------
    Serviceaide Support Team
    ------------------------------



  • 17.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-26-2019 09:24
    Dear CSM3 Serviceaide users,


    We would like to inform you that all concern teams are diligently working on the issue with slowness in Advance ticket center and ticket search issues in Advanced search and it is taking more time than anticipated for the fix.

    We will provide you with an update in the next 30 mins.

    Thanks

    ------------------------------
    Bharath Laggisetty
    Support Engineer
    Serviceaide
    ------------------------------



  • 18.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-26-2019 10:24
    Dear CSM3 Serviceaide Users,

    We would like to inform you that the Advance ticket center and ticket search issue is now resolved in the CSM3 Production environment.
    The service is now up and running. We are actively monitoring the issue and we will provide you with further updates. 


    Request you to please validate and let us know if the issue persists

    ------------------------------
    Bharath Laggisetty
    Serviceaide Support Team
    ------------------------------



  • 19.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-26-2019 11:45
    Dear CSM3 Serviceaide Users,

    We would like to inform you that we have temporarily rolled back the new features like 'Similar ticket', 'Beta Dashboard' and 'Suggested solution' on the ticket details page to resolve the issue with slowness in Advance ticket center and ticket search issues in Advanced search.
    As a now we are seeing the Advance ticket center and ticket search services to be stable, in case you experience any issue please contact the support team

    We will plan and restore all the rolled back service as quickly as possible.


    Thank you


    ------------------------------
    Bharath Laggisetty
    Serviceaide Support Team
    ------------------------------



  • 20.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-26-2019 12:49
    Dear CSM3 Serviceaide Users,

    We would like to inform you that the overall services for Advance ticket center and ticket search are stable but we have identified few issues in it and are working actively to resolve them with the concerned teams as soon as possible.

    We will keep you posted on this soon with regular updates.

    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 21.  RE: November 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11-26-2019 13:27
    Edited by Shabbir Hussain 11-26-2019 14:37
    Dear CSM3 Serviceaide Users,
     
    The issues observed related to the Advanced Ticket Center and the Ticket searches have been resolved.  We encourage you to validate and report if any further issues are observed.
     
    Also in relation to this we have temporarily disabled the new features 'Similar tickets', 'Suggested Solutions', 'Dashboards' and 'Advanced Ticket Center charts'.  We will turn these features back on after validating continued system stability.

    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------