Dear Serviceaide Intelligent Service Management User,
This is to notify you of the upcoming Serviceaide Intelligent Service Management upgrade. This release is Kruger 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.
| Trial |
3 hrs |
28-Feb-2023 08:30 PM PST |
28-Feb-2023 11:30 PM PST |
There will not be any downtime. Inflight transactions may be impacted |
| CSMStaging (NA) |
3 hrs |
27-Feb-2023 08:30 PM PST |
27-Feb-2023 11:30 PM PST |
The Staging system will be unavailable during the maintenance window. |
| CSM2Staging (EMEA) |
3 hrs |
28-Feb-2023 04:30 AM BST |
28-Feb-2023 06:30 AM BST |
The Staging system will be unavailable during the maintenance window. |
| CSM3 Prod (NA) |
3 hrs |
03-Mar-2023 08:30 PM PST |
03-Mar-2023 11:30 PM PST |
There will not be any downtime. Inflight transactions may be impacted |
| Trizetto Horizon |
2 hrs |
04-Mar-2023 00:30 AM PST |
04-Mar-2023 02:30 AM PST |
There will not be any downtime. Inflight transactions may be impacted |
| CSM2 Prod (EMEA) |
2 hrs |
04-Mar-2023 08:30 AM BST |
04-Mar-2023 10:30 AM BST |
There will not be any downtime. Inflight transactions may be impacted |
| Support |
2 hrs |
05-Mar-2023 08:30 PM PST |
05-Mar-2023 11:30 PM PST |
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 Kruger 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.
- New Supervisor Role with access to all tickets. You can now assign Supervisor roles to Administrators, Managers, and leads to enable them to view all tickets associated with all groups
- ISM is now integrated with Service Automation to execute automation workflows. As part of Process workflows,
- You can now execute the OOTB Legacy workflows and the Automation workflows designed using the Workflow Builder in Serviceaide Automation. Select the Workflow type as Legacy or Designer to select the required workflow.
- When using a 'Designer' type workflow, the input parameters required to execute the workflow can be set on the 'Map' tab.
- View the graphical representation of the Execution history. When a 'Designer' workflow is executed for a ticket, the graphical view of the execution history is available in the Activity History section. Select the required step in the workflow to view the execution details
- Add advanced matching criteria for your SLA targets. You can now define custom matching criteria for your SLA Targets using ticket fields and custom Attributes. On Service Level Targets, enable Advanced Criteria and the required condition (where clause) in the criteria section
- Updated small adjustments to the design and color themes in ISM
- Following are the updates to the Configurations Items part of the release:
- Configuration Items now support Checkbox and Radio buttons. You can now configure add Attributes with checkbox and radio button input fields to a CI Attribute Template.
- Role based views for Configuration Items now supports Custom attributes section to view/hide the 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.
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,
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Serviceaide Team
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