Dear Serviceaide Intelligent Service Management User,
This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is the Wishbone 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.
We have also planned for the walkthrough of the Wishbone Release on February 17th, 2021 11 AM EST Please attend the session.
The key features in this release are as follows with additional detail available in the Release Notes.
Webhooks History UI - A new user interface to view History Logs for Webhooks is now available. You can now view historical information of the events triggered through a Webhook and retrigger the failed events.For more information, see Webhooks for tickets.
Managing Anonymous Email - New System Configuration Parameters have been introduced to manage anonymous emails to allow/restrict Anonymous users to create tickets via emails and configure domains or email addresses that should be discarded while processing incoming emails.For more information, see System Parameters
Enhancing Process Workflow - Enhanced with the ability to download the Auto Assignment Rule in CSV formatFor more information, see Migrate to Process Designer
Manage Attachments in Ticket - You can now download all the attachments related to a ticket using the Download All Attachments option. All the related attachments will be downloaded on your local machine in a zip file.For more information, see Manage Ticket Relationships.
Audit Ticket Date - Enhanced the audit capability to capture the delete ticket Audit logs in ISM. You can view the audit information on who has deleted a ticket and the deletion timestamp.
Attachment support for ITSM systems - Attachment support for CA Service Desk Manager (SDM) and other ITSM systems that support multipart file attachment is now available. You can now send attachments to those ITSM systems using webhook.
Configurable Navigational link - You can now create a customizable navigation menu that launches a 3rd party application the ISM application. You may contact Serviceaide Support team or your account manager to configure the workspace with a navigational link to launch ab external application
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.
The Serviceaide Team