Dear Serviceaide Intelligent Service Management User,
This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is Vivianite 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 |
07-Dec-2020 10:30 PM PST |
07-Dec-2020 12:30 AM PST |
There will not be any downtime. Inflight transactions may be impacted |
CSMStaging (NA) |
2 hrs |
06-Dec-2020 08:30 PM PST |
06-Dec-2020 10:30 PM PST |
The Staging system will be unavailable during the maintenance window. |
CSM2Staging (EMEA) |
2 hrs |
07-Dec-2020 03:30 AM BST |
07-Dec-2020 05:30 AM BST |
The Staging system will be unavailable during the maintenance window. |
CSM3 Prod (NA) |
2 hrs |
11-Dec-2020 08:30 PM PST |
11-Dec-2020 10:30 PM PST |
There will not be any downtime. Inflight transactions may be impacted |
Trizetto Horizon |
2 hrs |
11-Dec-2020 11:00 PM PST |
12-Dec-2020 01:00 AM PST |
There will not be any downtime. Inflight transactions may be impacted |
CSM2 Prod (EMEA) |
2 hrs |
13-Dec-2020 05:30 AM BST |
13-Dec-2020 07:30 PM BST |
There will not be any downtime. Inflight transactions may be impacted |
Support |
2 hrs |
18-Dec-2020 08:30 PM PST |
18-Dec-2020 10:30 PM PST |
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.
- Enhancement to Webhooks: Additional support of custom attribute support in matching conditions for Webhook configuration has been introduced.
- Enhancement to Request Catalog: The new hierarchical request catalog has been enhanced with the support of images to the catalog categories to easily navigate to the catalog item.
- Export and Import of Catalog: Ability to export and import of catalog items from one environment to another environment
- Time spent enhancement: Time spent can now support 99999 minutes for each worklog
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
------------------------------