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    Announcing Luma 1.16.7

    By: Sneha Tripathi , yesterday
    Posted in: Forum

    Hello Community, We are excited to announce that Luma 1.16.7 will be deployed on Production on 18th July 2020. For more technical details, please refer to the   documentation wiki   that includes all 1.16.7 updates. Best Regards ------------------------------ ...

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    RE: Standard Reports not working in CSM3 Productio ...

    By: Bharath Laggisetty , 6 days ago
    Posted in: Forum

    Dear ISM user, The standard reports are now available, the service has been restored on the CSM3 Production environment. Thank you ------------------------------ Bharath Laggisetty Serviceaide Support Team ------------------------------

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    Standard Reports not working in CSM3 Production

    By: Bharath Laggisetty , 6 days ago
    Posted in: Forum

    Dear ISM User, We are currently experiencing an incident that is affecting the availability of Standard reports (Pentaho Reports) in CSM3 production environment. We are working to resolve the issue and restore your service as soon as possible. We will provide ...

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    RE: SERVICEAIDE JUNE ISM UNICORN RELEASE FOR ALL DATA ...

    By: Sai kiran , 12 days ago
    Posted in: Forum

    Dear Intelligent Service Management User, This is to inform that the Unicorn upgrade completed successfully on Support Environment ( https://support.serviceaide.com/ ), We encourage you to validate this new release and report any issues. Regards, ------------------------------ ...

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    Monthly Availability Report

    By: Sneha Tripathi , 14 days ago
    Posted in: Forum

    Hello Community, To learn about the uptime information for CSM2, and CSM3 production environments for the month of June 2020, see the https://serviceaide.atlassian.net/wiki/spaces/CloudSMGoldfish/pages/10715137/Monthly+Service+Availability  page. Best ...

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    CSM3 Production environment was down for about 10 mins ...

    By: Nitin Saxena , 14 days ago
    Posted in: Forum

    Dear Intelligent Service Management User, This is to keep you informed that we had observed a brief downtime for the CSM3 Production environment.  The downtime was for about 10 mins during the time frame of 9:20 PM PDT and 9:32 PM PDT.  The environment is now ...

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    RE: SERVICEAIDE JUNE ISM UNICORN RELEASE FOR ALL DATA ...

    By: Bharath Laggisetty , 18 days ago
    Posted in: Forum

    Dear Intelligent Service Management User, This is to inform that the Unicorn upgrade completed successfully on CSM2 Production (https://csm2.serviceaide.com), We encourage you to validate this new release and report any issues. ------------------------------ ...

Recent Top Rated Ideas

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    Service Catalog Improvement

    By: Rafael Amarins , 7 days ago
    Posted in: Ideas

    Hi This is my first post in the community.  When it comes to Service Catalog the segregation of viewers via Groups or Roles does not suffice to pick the right item. The Categories dropdown list of the Service Catalog is not very intuitive for the average ...

    3 people recommend this.
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    RESOLUTION FIELD

    By: Adriana Rios , one month ago
    Posted in: Ideas

    Is it possible that the RESOLUTION field is unified, I mean, that it's in a common table, that it's the same field for INCIDENTS and for REQUESTS, currently they are fields that are in separate tables, it's difficult to generate a unified report when ...

    3 people recommend this.
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    Default Worklog Type

    By: Adriana Rios , one month ago
    Posted in: Ideas

    A customer has asked me if it is possible to establish a default value for the Worklog Type, which will help them reduce the time that an analyst takes to create a work log, it is an additional single click and simple, but in the day-to-day operation ...

    2 people recommend this.
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    RE: Service Catalog Improvement

    By: Prasanna Nagaraj , 5 days ago
    Posted in: Ideas

    Hi Rafael Amarins, Thanks for the suggestion, we are planning to enhance the user experience to handle this Request Catalog, initially as suggested we are planning a quick workaround using the Hierarchical selection approach simply to narrow down the ...

    1 person recommends this.
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    RE: RESOLUTION FIELD

    By: Dianna Duffy , one month ago
    Posted in: Ideas

    We have asked for it a couple times also. If we add either or both resolution fields, the other ticket type disappears from the report. Very frustrating to have to create two reports just to get the resolution added. ------------------------------ Dianna ...

    1 person recommends this.

Announcements

  • Business Contunity Plan

    By: Jothi Sugirtharaj Jothi Sugirtharaj , 4 months ago
    Serviceaide has a business continuity plan which ensures full staffing and no impact to our operations and support services during these times of uncertainty. As always feel free to contact support in the manner you are accustomed for any support related ... more

  • AI now available in Intelligent Service Management

    By: Richard Graves Richard Graves , 7 months ago
    Today Servicdeaide announced a powerful new version of Intelligent Service Management (ISM). The new release includes major new AI features that significantly improve mean time to resolution, reduce cost per service request or incident, improve user satisfaction, ... more

  • Voice Driven Virtual Agent

    By: Richard Graves Richard Graves , 8 months ago
    We announced today Luma IVR, a new interactive voice recognition capability that allows companies to turn their PBX or IVR systems into intelligent virtual agents that simplify and automate the resolution of service requests from customers and enterprise ... more

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