Dear Serviceaide Intelligent Service Management User,
The scope of this weekend's upgrade has been adjusted due to one critical issue with Advanced Reporting. The May feature release, known as Quartz, for Serviceaide Intelligent Service Management(ISM) will be rolled out but it will not include the Advanced Reporting update. We have been working with a third party vendor to address a key issue in Advanced Reporting and it's taking longer than we had planned. That part of the update will be done during the June maintenance window.
The dates of this weekend's upgrade remain the same:
URL |
Local Start |
Local Finish |
Service Availability |
|
|
|
|
CSM3.serviceaide.com |
24-May-2019 09:30 PM PDT |
25-May-2019 01:30 AM PDT
|
No downtime - in-flight transaction may be impacted |
CSM2.serviceaide.com |
26-May-2019 05:30 AM BST
|
26-May-2019 09:30 AM BST
|
No downtime - in flight transaction may be impacted |
CSM5.serviceaide.com |
26-May-2019 05:30 AM EDT
|
26-May-2019 08:30 AM EDT
|
No downtime - in flight transaction may be impacted |
support.serviceaide.com |
29-May-2019 09:30 PM PDT
|
30-May-2019 01:30 AM PDT
|
No downtime - in flight transaction may be impacted |
Please note that your Staging environment has the updated version of Advanced Reporting but your Production environment does not. You will continue to see a difference in the two environments until the June release. We encourage you to continue testing Advanced Reporting in Staging. For more detail on the latest features and the release webcast see the Release Notes.
We thank you for your continued feedback and look forward to sharing this release with you.
------------------------------
Regards,
The Serviceaide Team
------------------------------
Original Message:
Sent: 05-02-2019 17:14
From: Nualakanti Vidyasagar
Subject: May 2019 Intelligent Service Management Upgrade for all Data Centers
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 Quartz, includes new features, customer ideas from the community and defect fixes. Because this maintenance includes a major upgrade to Advanced Reporting that requires your validation we are publishing just that piece of the release to your Staging environment early. This gives you more time test the new features and your existing reports. If you find any issues during your validation please promptly report them to the support team.
Serviceaide is hosting a webcast to discuss and demonstrate this new release on Wednesday May 8th at 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 |
06-May-2019 10:00 PM PDT
12-May-2019 10:00 PM PDT
|
07-May-2019 02:00 AM PDT
13-May-2019 02:00 AM PDT
|
7th May- Advanced Reporting upgrade. During this upgrade there would be 1 hr of down time to the Advanced Reporting Service and 5 min downtime for the entire ISM application.
13th May - Application release features upgrade, there would be 2 hrs Application down time during the release.
|
|
CSM2Staging.serviceaide.com |
08-May-2019 06:00 AM BST
14-May-2019 06:00 AM BST
|
08-May-2019 10:00 AM BST
14-May-2019 10:00 AM BST
|
8th May- Advanced Reporting upgrade. During this upgrade there would be 1 hr of down time to the Advanced Reporting Service and 5 min downtime for the entire ISM application.
14th May - Application release features upgrade, there would be 2 hrs Application down time during the release
|
CSM5Staging.serviceaide.com |
07-May-2019 05:00 AM EDT
13-May-2019 05:00 AM EDT
|
07-May-2019 09:00 AM EDT
13-May-2019 05:00 AM EDT
|
7th May- Advanced Reporting upgrade. During this upgrade there would be 1 hr of down time to the Advanced Reporting Service and 5 min downtime for the entire ISM application.
13th May - Application release features upgrade, there would be 2 hrs Application down time during the release.
|
CSM3.serviceaide.com |
17-May-2019 09:30 PM PDT 24-May-2019 09:30 PM PDT |
18-May-2019 01:30 AM PDT 25-May-2019 01:30 AM PDT
|
No downtime - in-flight transaction may be impacted |
CSM2.serviceaide.com |
19-May-2019 05:30 AM BST 26-May-2019 05:30 AM BST
|
19-May-2019 09:30 AM BST 26-May-2019 09:30 AM BST
|
No downtime, the System will remain available during window. Inflight transactions may be impacted. |
CSM5.serviceaide.com |
19-May-2019 05:30 AM EDT 26-May-2019 05:30 AM EDT
|
19-May-2019 08:30 AM EDT 26-May-2019 08:30 AM EDT
|
No downtime, the System will remain available during window. Inflight transactions may be impacted. |
support.serviceaide.com |
22-May-2019 09:30 PM PDT 29-May-2019 09:30 PM PDT
|
23-May-2019 01:30 AM PDT 30-May-2019 01:30 AM PDT
|
No downtime - in flight transaction may be impacted |
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.
- Conditional forms using Custom Attributes: Create dynamic questions based on user input in the Additional Information section of a ticket. This feature allows for a much more user driven experience for users creating tickets from the catalog or an analyst filling out ticket for a user.
- Trigger Automation workflows using Autoroutes with Workflow Action: The new Automation module now supports the ability to trigger an Automation workflow using an Autoroute with Workflow Action in the Process Workflow. This allows an Automation workflow to be executed without any user intervention in ISM.
- Communication Tab in Activity History: A new tab is available within the Ticket Activity History. The Communication tab shows only email messages for the ticket which helps the analyst quickly see email interactions without having to scroll through the full activity history..
For more detail on this release, including a list of bug fixes and known issues, please review the following resources:
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