Forum

 View Only
  • 1.  Serviceaide April Maintenance Release for all Data Centers

    Posted 04-16-2021 04:42
    Edited by Nitin Saxena 04-16-2021 04:42

    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.

    Duration
    Local Start
    Local Finish
    Comments 
    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
    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

    • 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.

    • 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.
    • 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.

    • Added additional new Tokens

      • Location and Department of the 'Requester' and 'Requested For' available in both Outbound Webservices and Webhook configurations

      • 'SLA Resolve By' token in Communication template and Outbound Webservices
      • Date/Time in seconds in Outbound webservices
    • 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,

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


  • 2.  RE: Serviceaide April Maintenance Release for all Data Centers

    Posted 04-23-2021 08:08
    Dear Serviceaide Intelligent Service Management User,

    We have completed the upgrade in csm2  environment. We encourage you to validate and report if any issues are observed

    Thanks


    ------------------------------
    Tushar Bhayani
    ServiceAide
    ------------------------------



  • 3.  RE: Serviceaide April Maintenance Release for all Data Centers

    Posted 04-26-2021 00:19
    Edited by Anupam Bose 04-26-2021 00:44
    CSM3 Upgrade Scheduled Start Time will be delayed by an hour.

    ------------------------------
    Anupam Bose
    ------------------------------



  • 4.  RE: Serviceaide April Maintenance Release for all Data Centers

    Posted 04-26-2021 01:03
    Dear CSM3 production environment users - we are proceeding with the upgrade now; we expect to completed the maintenance with in the stipulated time. thanks for your understanding and cooperation.

    ------------------------------
    Jothi Sugirtharaj
    ServiceAide
    ------------------------------



  • 5.  RE: Serviceaide April Maintenance Release for all Data Centers

    Posted 04-26-2021 04:42
    Dear Serviceaide Intelligent Service Management User,

    We have completed the upgrade in CSM3  environment. We encourage you to validate and report if any issues are observed

    Thanks,

    ------------------------------
    Anupam Bose
    ------------------------------