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Serviceaide July ISM Maintenance Release for all Data Centers

  • 1.  Serviceaide July ISM Maintenance Release for all Data Centers

    Posted 07-17-2020 11:16
    Edited by Nitin Saxena 07-17-2020 12:52

    Dear Serviceaide Intelligent Service Management User,

    This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is a maintenance 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 2 hrs 20-Jul-2020 10:00 PM PST 21-Jul-2020 12:00 AM PST

    There will not be any downtime. Inflight transactions may be impacted

    CSMStaging (NA) 2 hrs 19-Jul-2020 10:30 PM PST 20-Jul-2020 12:30 AM PST The Staging system will be unavailable during the maintenance window.
    CSM2Staging (EMEA) 2 hrs 20-Jul-2020 03:30 AM BST 20-Jul-2020 05:30 AM BST The Staging system will be unavailable during the maintenance window.
    CSM3 Prod (NA) 2 hrs 24-Jul-2020 09:30 PM PST 24-Jul-2020 11:30 PM PST There will not be any downtime. Inflight transactions may be impacted
    CSM2 Prod (EMEA) 2 hrs 25-Jul-2020 10:30 AM BST 25-Jul-2020 12:30 PM BST There will not be any downtime. Inflight transactions may be impacted
    Support 2 hrs 26-Jul-2020 10:00 PM PST 27-Jul-2020 12:00 AM 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

    • Enhancements to Advanced Ticket Center: This release includes multiple matching criteria to the configuration of the Views
    • New Request Catalog Workspace: The new Request Catalog workspace is now available that allow users to filter the Service catalog based on the Classification and update information as required.
    • Popup for Outstanding Items: Upon login, the Outstanding information pop up will now inform Users of any pending Surveys or feedbacks. You may click on Continue to view any pending actions on the Outstanding item List.
    • Enhancements to Process Designer: 'Client Viewable' field can now be set when Worklog is created through Process workflow. You can now add "Client Viewable" in Process Designer and set the value and Requester's manager field is now available as a token. On Process Designer, you can use ${tr.manager_requester} token in Set fields to populate the Manager's details to any field in the Ticket.

    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 Team
    ------------------------------


  • 2.  RE: Serviceaide July ISM Maintenance Release for all Data Centers

    Posted 07-22-2020 04:08
    Dear Serviceaide Intelligent Service Management User,

    The maintenance on the Staging environments were completed successfully.  We request you to validate and post to the Support team for any issues are observed.

    Thanks


    ------------------------------
    Serviceaide Team
    ------------------------------



  • 3.  RE: Serviceaide July ISM Maintenance Release for all Data Centers

    Posted 07-25-2020 02:33
    Dear Serviceaide Intelligent Service Management User,

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


    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 4.  RE: Serviceaide July ISM Maintenance Release for all Data Centers

    Posted 07-25-2020 06:26
    Dear Serviceaide Intelligent Service Management User,

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

    ------------------------------
    Regards,
    Shabbir Hussain
    Serviceaide Support Team
    ------------------------------



  • 5.  RE: Serviceaide July ISM Maintenance Release for all Data Centers

    Posted 07-28-2020 03:46
    Dear Serviceaide Intelligent Service Management User,

    The upgrade completed successfully on successfully on Support Environment (https://support.serviceaide.com/), We encourage you to validate this new release and report any issues.

    Regards,

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