Intelligent Service Management Forum

Expand all | Collapse all

August 2019 Intelligent Service Management Upgrade for all Data Centers

  • 1.  August 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 14 days ago
    Edited by Sai kiran 2 days ago

    Dear Serviceaide Intelligent Service Management User, 

    This update is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade to your environment. This upgrade, known as Ruby, includes new features, customer ideas from the community 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.

    Serviceaide is hosting a webcast to discuss and demonstrate this new release on 14-Aug-2019 8am PDT / 11am EDT / 4pm BST. To attend see the event post on the community

    URL Local Start Local Finish Service Availability
    CSMStaging.serviceaide.com 12-Aug-2019 10:00 PM PDT 13-Aug-2019 02:00 AM PDT 2 hrs down time during the release
    CSM2Staging.serviceaide.com 12-Aug-2019 06:00 AM BST 12-Aug-2019 10-00 AM BST 2 hrs down time during the release
    CSM5Staging.serviceaide.com 13-Aug-2019 06:00 AM EDT 13-Aug-2019 10:00 AM EDT 2 hrs down time during the release
    support.serviceaide.com 26-Aug-2019 10:00 PM PDT 27-Aug-2019 02:00 AM PDT No downtime - in flight transaction may be impacted for Servicedesk Application, However Advanced Report will have an impact of 10 minutes in the middle of the maintenance window
    CSM3.serviceaide.com 23-Aug-2019 10:00 PM PDT 24-Aug-2019
    02:00 AM PDT
    No downtime - in flight transaction may be impacted for Servicedesk Application, However Advanced Report will have an impact of 10 minutes in the middle of the maintenance window
    CSM2.serviceaide.com 24-Aug-2019 05:30 AM BST 24-Aug-2019 09:30 AM BST No downtime - in flight transaction may be impacted for Servicedesk Application, However Advanced Report will have an impact of 10 minutes in the middle of the maintenance window
    CSM5.serviceaide.com 24-Aug-2019 05:30 AM EDT 24-Aug-2019 09:30 AM EDT No downtime - in flight transaction may be impacted for Servicedesk Application, However Advanced Report will have an impact of 10 minutes in the middle of the maintenance window

    The key features in this release are as follows with additional detail available in the Release Notes

    • Advanced Reporting Upgrade: This release includes a major upgrade to Advanced Reporting. Advanced Reporting is built on top of Jaspersoft and we have upgraded to the latest release.
    • Automation Workflow Designer: The new Automation module now supports a visual Workflow Designer to create Workflows and use them in the Process Workflow. 
    • Organization Note: A new Organization Note will be shown in the Ticket details page under the Organization. This provides the analyst with additional context on the requester's organization while handling a ticket such as "Upcoming renewal", "Organization has upgrade next month", and so on.
    • Hierarchical Custom Attribute: Hierarchical custom attributes are now available on the Configuration Item (CI) Attribute Template.
    • Web widget Enhancement for Luma: Enhanced the Web widget Integration for Luma in ISM. The new Web widget will show the chat conversation history and any follow-up messages. Important- The existing Web widget will stopworking after ISM is upgraded to Ruby, Administrators need to follow these steps to configure the Web Widget Integration in both Luma and ISM. Please contact the Serviceaide Support team with any questions.
    • Conditional Group Attribute Enhancement: Enhanced the existing Conditional Group Attribute to show dynamic attributes of type text along with the list type attributes.
    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
    ------------------------------


  • 2.  RE: August 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11 days ago
    The upgrade completed successfully on CSM2Staging. We encourage you to validate this new release and report any issues.

    ------------------------------
    Nualakanti Vidyasagar
    Support Engineer
    ServiceAide
    Hyderabad
    ------------------------------



  • 3.  RE: August 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11 days ago
    Just to emphasize, if you are using Luma inside ISM you must reconfigure the widget. This is just a matter of copying/pasting some values from Luma to ISM in the integrations screen. You must do this or the widget inside ISM will NOT work.

    ------------------------------
    Richard Graves
    Serviceaide
    ------------------------------



  • 4.  RE: August 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 11 days ago
    Dear Serviceaide Intelligent Service Management User,

    We have identified a regression issue after Ruby upgrade in csm2staging environment related to the conditional attribute group. We'll keep you posted with further updates.

    ------------------------------
    Sai kiran
    support engineer
    serviceaide
    ------------------------------



  • 5.  RE: August 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 10 days ago
    Edited by Nualakanti Vidyasagar 10 days ago
    Dear Serviceaide Intelligent Service Management User,

    The upgrade completed successfully on CSMStaging environment. We encourage you to validate this new release and report any issues.

    ------------------------------
    Nualakanti Vidyasagar
    Support Engineer
    Serviceaide
    Hyderabad
    ------------------------------



  • 6.  RE: August 2019 Intelligent Service Management Upgrade for all Data Centers

    Posted 10 days ago
    Dear Serviceaide Intelligent Service Management User,

    The upgrade completed successfully on CSM5Staging environment. We encourage you to validate this new release and report any issues.

    ------------------------------
    Sai kiran
    support engineer
    serviceaide
    ------------------------------