Forum

 View Only
Expand all | Collapse all

May 2019 Intelligent Service Management Upgrade for all Data Centers

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

    Posted 05-02-2019 17:15
    Edited by Nualakanti Vidyasagar 05-15-2019 11:21

    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 Quartz, includes new features, customer ideas from the community and defect fixes. Because this maintenance includes a major upgrade to Advanced Reporting that requires your validation we are publishing just that piece of the release to your Staging environment early. This gives you more time test the new features and your existing reports. If you find any issues during your validation please promptly report them to the support team.

    Serviceaide is hosting a webcast to discuss and demonstrate this new release on Wednesday May 8th at 8am PDT / 11am EDT / 4pm BST. To attend see the event post on the community

    URL Local Start Local Finish Service Availability
    CSMStaging.serviceaide.com

    06-May-2019 10:00 PM PDT

    12-May-2019 10:00 PM PDT

    07-May-2019 02:00 AM PDT

    13-May-2019 02:00 AM PDT

    7th May- Advanced Reporting upgrade. During this upgrade there would be 1 hr of down time to the Advanced Reporting Service and 5 min downtime for the entire ISM application.

    13th May - Application release features upgrade, 
    there would be 2 hrs Application down time during the release.

    CSM2Staging.serviceaide.com

    08-May-2019 06:00 AM BST

    14-May-2019 06:00 AM BST

    08-May-2019 10:00 AM BST

    14-May-2019 10:00 AM BST

    8th May- Advanced Reporting upgrade. During this upgrade there would be 1 hr of down time to the Advanced Reporting Service and 5 min downtime for the entire ISM application.

    14th May - Application release features upgrade, 
    there would be 2 hrs Application down time during the release

    CSM5Staging.serviceaide.com

    07-May-2019 05:00 AM EDT

    13-May-2019 05:00 AM EDT

    07-May-2019 09:00 AM EDT

    13-May-2019 05:00 AM EDT

    7th May- Advanced Reporting upgrade. During this upgrade there would be 1 hr of down time to the Advanced Reporting Service and 5 min downtime for the entire ISM application.

    13th May - Application release features upgrade, 
    there would be 2 hrs Application down time during the release.

    CSM3.serviceaide.com 17-May-2019 09:30 PM PDT
    24-May-2019 09:30 PM PDT
    18-May-2019 01:30 AM PDT
    25-May-2019 01:30 AM PDT
    No downtime - in-flight transaction may be impacted
    CSM2.serviceaide.com 19-May-2019 05:30 AM BST
    26-May-2019 05:30 AM BST
    19-May-2019 09:30 AM BST
    26-May-2019 09:30 AM BST
    No downtime, the System will remain available during window. Inflight transactions may be impacted.
    CSM5.serviceaide.com 19-May-2019 05:30 AM EDT
    26-May-2019 05:30 AM EDT
    19-May-2019 08:30 AM EDT
    26-May-2019 08:30 AM EDT
    No downtime, the System will remain available during window. Inflight transactions may be impacted.
    support.serviceaide.com 22-May-2019 09:30 PM PDT
    29-May-2019 09:30 PM PDT
    23-May-2019 01:30 AM PDT
    30-May-2019 01:30 AM PDT
    No downtime - in flight transaction may be impacted


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

    • Advanced Reporting Upgrade: This release includes a major upgrade to Advanced Reporting. Advanced Reporting is built on top of Jaspersoft and we have upgraded to the latest release.
    • Conditional forms using Custom AttributesCreate dynamic questions based on user input in the Additional Information section of a ticket. This feature allows for a much more user driven experience for users creating tickets from the catalog or an analyst filling out ticket for a user.
    • Trigger Automation workflows using Autoroutes with Workflow Action: The new Automation module now supports the ability to trigger an Automation workflow using an Autoroute with Workflow Action in the Process Workflow. This allows an Automation workflow to be executed without any user intervention in ISM. 
    • Communication Tab in Activity History: A new tab is available within the Ticket Activity History. The Communication tab shows only email messages for the ticket which helps the analyst quickly see email interactions without having to scroll through the full activity history.. 

    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: May 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 05-13-2019 07:57
    Edited by Nualakanti Vidyasagar 05-13-2019 07:58

    Dear Serviceaide Intelligent Service Management User,


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

    Regards,

    The Serviceaide  Team




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

    Posted 05-13-2019 08:04

    Dear Serviceaide Intelligent Service Management User,


    The upgrade completed successfully on CSM5Staging environment. We encourage you to validate this new release and report if any issues.

    Regards,

    The Serviceaide  Team




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

    Posted 05-14-2019 05:30

    Dear Serviceaide Intelligent Service Management User,


    The upgrade completed successfully on CSM2Staging environment. We encourage you to validate this new release and report if any issues.



    ------------------------------
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



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

    Posted 05-15-2019 11:27

    Dear Serviceaide Intelligent Service Management User, 

    This update is to inform you that the planned production deployment to Serviceaide Intelligent Service Management(ISM) has been delayed by one week. Thanks to customer input and testing in Staging, we have identified a bug related to the Advanced Reporting upgrade that needs to be addressed prior to the production upgrade.

    See the updated dates below: 

    URL Local Start Local Finish Service Availability
    CSM3.serviceaide.com 24-May-2019 09:30 PM PDT 25-May-2019 01:30 AM PDT
    No downtime - in-flight transaction may be impacted
    CSM2.serviceaide.com 26-May-2019 05:30 AM BST
    26-May-2019 09:30 AM BST
    No downtime - in flight transaction may be impacted
    CSM5.serviceaide.com 26-May-2019 05:30 AM EDT
    26-May-2019 08:30 AM EDT
    No downtime - in flight transaction may be impacted
    support.serviceaide.com 29-May-2019 09:30 PM PDT
    30-May-2019 01:30 AM PDT
    No downtime - in flight transaction may be impacted

    We also encourage you to continue testing Advanced Reporting and the new ISM features in Staging. For more detail on the latest features and the release webcast see the Release Notes

    We thank you for your continued feedback and look forward to sharing this release with you. 



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



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

    Posted 05-21-2019 11:25

    Dear Serviceaide Intelligent Service Management User,

    The scope of this weekend's upgrade has been adjusted due to one critical issue with Advanced Reporting. The May feature release, known as Quartz, for Serviceaide Intelligent Service Management(ISM) will be rolled out but it will not include the Advanced Reporting update. We have been working with a third party vendor to address a key issue in Advanced Reporting and it's taking longer than we had planned. That part of the update will be done during the June maintenance window.

    The dates of this weekend's upgrade remain the same: 

    URL Local Start Local Finish Service Availability
    CSM3.serviceaide.com 24-May-2019 09:30 PM PDT 25-May-2019 01:30 AM PDT
    No downtime - in-flight transaction may be impacted
    CSM2.serviceaide.com 26-May-2019 05:30 AM BST
    26-May-2019 09:30 AM BST
    No downtime - in flight transaction may be impacted
    CSM5.serviceaide.com 26-May-2019 05:30 AM EDT
    26-May-2019 08:30 AM EDT
    No downtime - in flight transaction may be impacted
    support.serviceaide.com 29-May-2019 09:30 PM PDT
    30-May-2019 01:30 AM PDT
    No downtime - in flight transaction may be impacted

    Please note that your Staging environment has the updated version of Advanced Reporting but your Production environment does not. You will continue to see a difference in the two environments until the June release. We encourage you to continue testing Advanced Reporting in Staging. For more detail on the latest features and the release webcast see the Release Notes

    We thank you for your continued feedback and look forward to sharing this release with you. 



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



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

    Posted 05-25-2019 05:11

    Dear Serviceaide Intelligent Service Management User,


    The Quartz upgrade has been successfully completed on CSM3 Production environment.  We request you to perform validations and report if any issues observed.

    Thanks

     



    ------------------------------
    Serviceaide Support
    ------------------------------



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

    Posted 05-25-2019 23:10
    Dear Serviceaide Intelligent Service Management User,

    As part of the post maintenance activity the reindexing of the database is still going on and due to this few customers may observe issues with Global search and Advanced Ticket Center on CSM3 Production; The issue may persists for another 5-6 hours approximately till the task gets completed. We will update as soon as the task is completed. Thanks for the cooperation and understanding.

    Thanks

    ------------------------------
    Serviceaide Support
    ------------------------------



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

    Posted 05-26-2019 04:47

    Dear Serviceaide Intelligent Service Management User,


    The Quartz upgrade has been successfully completed on CSM2 Production environment.  We request you to perform validations and report if any issues observed.

    Thanks



    ------------------------------
    Serviceaide Support
    ------------------------------



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

    Posted 05-26-2019 07:17

    Dear Serviceaide Intelligent Service Management User,


    The Quartz upgrade has been successfully completed on CSM5 Production environment.  We request you to perform validations and report if any issues observed.

    Thanks



    ------------------------------
    Serviceaide Team
    ------------------------------



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

    Posted 05-26-2019 10:21
    Dear Serviceaide Intelligent Service Management User,

    The post maintenance activity of reindexing the database has been successfully completed on CSM3 Production. We request you to perform Global search and Advanced Ticket Center validations and report if there are any issues observed.

    Thanks

    ------------------------------
    Serviceaide Team
    ------------------------------