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  • 1.  Serviceaide Vivianite Release for all Data Centers

    Posted 10-13-2020 07:08
    Edited by Nualakanti Vidyasagar 10-13-2020 07:30

    Dear Serviceaide Intelligent Service Management User,

    This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is called Vivianite release that 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.

    System

    Duration

    Local Start Local Finish Comments 
    Trial 2hrs 20-Oct-2020 10:00 PM PST 21-Oct-2020 12:00 AM PST

    The system will remain available during the window.

    CSMStaging (NA) 2hrs 19-Oct-2020 10:30 PM PST 20-Oct-2020 12:30 AM PST The Staging system will be unavailable during the maintenance window.
    CSM2Staging (EMEA) 2hrs 20-Oct-2020 03:30 AM BST 20-Oct-2020 05:30 AM BST The Staging system will be unavailable during the maintenance window.
    CSM3 Prod (NA) 2hrs 24-Oct-2020 09:30 PM PST 24-Oct-2020 11:30 PM PST The system will remain available during the window.
    CSM2 Prod (EMEA) 2 hrs 25-Oct-2020 10:30 AM BST 25-Oct-2020 12:30 PM BST The system will remain available during the window.
    Support 2 hrs 26-Oct-2020 10:00 PM PST 27-Oct-2020 12:00 AM PST The system will remain available during the window.

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

    • Webhooks: Webhooks are outbound triggers configured to trigger automatically your web application when certain matching events occur in ISM.
    • Workflow actions to Hide based on Ticket Status: The new config parameter to control the visibility of Workflow Actions in ticket.
    • Ticket Followers: Ability to add or Remove followers to the ticket and all notifications to the Requestor/Requested For will also be sent to Followers.
    We have also planned for the walkthrough of the Release on October 14th, 2020 11 AM EST . We encourage you to attend the session.

    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
    Serviceaide Support Team
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  • 2.  RE: Serviceaide Vivianite Release for all Data Centers

    Posted 10-20-2020 04:30
    Edited by Sai kiran 10-20-2020 04:30
    Dear Serviceaide Intelligent Service Management User

    The upgrade completed successfully on CSMStaging and CSM2Staging environments.  We encourage you to validate this new release and report any issues.


    Regards,


    ------------------------------
    Serviceaide Team
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  • 3.  RE: Serviceaide Vivianite Release for all Data Centers

    Posted 10-25-2020 03:44
    Dear Serviceaide Intelligent Service Management User,

    The upgrade completed successfully on CSM3. We encourage you to validate this new release and report any issues.


    ------------------------------
    Thanks & Regards
    Serviceaide Support
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  • 4.  RE: Serviceaide Vivianite Release for all Data Centers

    Posted 10-25-2020 07:24

    Dear Serviceaide Intelligent Service Management User,

    The upgrade completed successfully on CSM2. We encourage you to validate this new release and report any issues.



    ------------------------------
    Thanks & Regards
    Serviceaide Support
    ------------------------------