Dear Serviceaide Intelligent Service Management User,
This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is Carpathian ISM 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.
| CSMStaging (NA) |
3 hrs |
14-Feb-2024 08:30 PM PDT |
14-Feb-2024 11:30 PM PDT |
The Staging system will be unavailable during the maintenance window. |
| CSM3 Prod (NA) |
3 hrs |
23-Feb-2024 08:30 PM PST |
23-Feb-2024 11:30 PM PST |
There will not be any downtime. Inflight transactions may be impacted |
| CSM2 Prod (EMEA) |
2 hrs |
24-Feb-2024 09:30 AM BST |
24-Feb-2024 11:30 AM BST |
There will not be any downtime. Inflight transactions may be impacted |
| Support |
3 hrs |
18-Feb-2024 08:30 PM PDT |
18-Feb-2024 11:30 PM PDT |
There will not be any downtime. Inflight transactions may be impacted |
This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is Carpathian ISM 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.
The key features in this release are as follows with additional detail available in the Release Notes.
-
-
Customize Bot icon - Customize the Luma Virtual Agent icon with ease. Integrate the desired icon URL as part of Luma integration information. Ensure the icon is accessible via a public URL or convert the image to Base64 format
For more information, refer to Luma Web Widget Integration
-
Enhancement to Inbound email rule - Administrators can now leverage JavaScript to refine Inbound email rules, enabling administrators to efficiently manage ticket creation for incoming emails.
The script enables the administrator to add special condition(s) to create different ticket types.
For more information, refer to Configure Inbound Email Messages
- Advanced Option to Set Fields in Process Flow - Administrators can now use the power of JavaScript to process the data to update Set Fields to the attributes in Process flow
-
Updates to Request Catalog Homepage - Set Request Catalog as your Homepage - Similar to Ticket Center, the Request Catalog homepage now provides easy access to the Announcements, Outstanding Items, Your Open Tickets, and Top Rated Articles.
Request Catalog is now equipped with essential information on the homepage for end users, for seamless navigation and support.
-
Integration with AI services (Beta) - Introducing AI services in ISM (BETA release). Using the AI services the system can automatically:
-
Generate ticket summarization for the major updates on tickets, streamlining communication and tracking.
-
Explore AI-powered assistance for summarizing and rephrasing notifications and work logs,
-
Assist Analyst during ticket creating by summarizing or rephrasing information, enhancing efficiency and clarity.
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.
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
------------------------------