Dear Serviceaide Intelligent Service Management User,
This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is April Maintenance release that includes some enhancements to existing features 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.
Trial |
2 hrs |
19-Apr-2021 09:30 PM PDT |
19-Apr-2021 11:30 PM PDT |
There will not be any downtime. Inflight transactions may be impacted |
|
CSMStaging (NA) |
2 hrs |
18-Apr-2021 09:30 PM PDT |
18-Apr-2021 11:30 PM PDT |
The Staging system will be unavailable during the maintenance window. |
|
CSM2Staging (EMEA) |
2 hrs |
19-Apr-2021 07:00 AM GMT |
19-Apr-2021 09:00 AM GMT |
The Staging system will be unavailable during the maintenance window. |
|
CSM3 Prod (NA) |
2 hrs |
25-Apr-2021 09:30 PM PDT |
25-Apr-2021 11:30 PM PDT |
There will not be any downtime. Inflight transactions may be impacted |
|
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CSM2 Prod (EMEA) |
2 hrs |
23-Apr-2021 10:30 AM GMT |
23-Apr-2021 12:30 PM GMT |
There will not be any downtime. Inflight transactions may be impacted |
|
Support |
2 hrs |
26-Apr-2021 09:30 PM PDT |
26-Apr-2021 11:30 PM PDT |
There will not be any downtime. Inflight transactions may be impacted |
|
The key features in this release are as follows with additional detail available in the Release Notes.
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Webhooks Regenerate Events - New option to regenerate Webhook events from an existing ticket to trigger the webhooks to create/update tickets.
For more information, see Webhooks for tickets.
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Approval Reminders for Service Request - Approval reminder notifications to unapproved service requests until the approval process is completed for Service Requests
- New Ticket Status (Resolve-Validation) is created as Out of the box content to be used to configure to Hold the SLA until the end user validates to close of ticket, this status will also update the Resolved Date for the Ticket.
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Enhancement to Catalog Import and Export functionality - This new feature will also include export and import of associated custom attribute templates and custom attributes used in the catalog.
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Added additional new Tokens
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Added 'Created By' in the matching condition in Process Flow for Auto assignment configuration
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.
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,
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Serviceaide Team
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