Dear Serviceaide Intelligent Service Management User,
This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is a January 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 |
05-Jan-2021 10:30 PM PST |
06-Jan-2021 12:30 AM PST |
There will not be any downtime. Inflight transactions may be impacted |
| CSMStaging (NA) |
2 hrs |
05-Jan-2021 08:30 PM PST |
05-Jan-2021 10:30 PM PST |
The Staging system will be unavailable during the maintenance window. |
| CSM2Staging (EMEA) |
2 hrs |
06-Jan-2021 03:30 AM BST |
06-Jan-2021 05:30 AM BST |
The Staging system will be unavailable during the maintenance window. |
| CSM3 Prod (NA) |
2 hrs |
08-Jan-2021 08:30 PM PST |
08-Jan-2021 10:30 PM PST |
There will be 1 hr of downtime during the start of the maintenance window. |
| Trizetto Horizon |
1 hrs |
08-Jan-2021 11:00 PM PST |
09-Jan-2021 00:00 AM PST |
There will not be any downtime. Inflight transactions may be impacted |
| CSM2 Prod (EMEA) |
1 hrs |
09-Jan-2021 08:30 AM GMT |
09-Jan-2021 09:30 AM GMT |
There will not be any downtime. Inflight transactions may be impacted |
| Support |
2 hrs |
11-Jan-2021 08:30 PM PST |
11-Jan-2021 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 for attachments to ISM and CA SDM has been introduced.
As part of our continuous upkeeping of our infrastructure, we will be upgrading our Reporting /Replication servers during the month of January '21 and the respective customer will be communicated with the schedule separately with details.
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,
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The Serviceaide Team
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