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  • 1.  Serviceaide Kruger ISM Release for all Data Centers

    Posted 02-23-2023 07:16

    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.

    System
    Duration
    Local Start
    Local Finish
    Comments 
    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

    1. 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
    2. 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
    3. 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
    4. Updated small adjustments to the design and color themes in ISM
    5. Following are the updates to the Configurations Items part of the release:
      1. 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.
      2. 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,



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


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

    Posted 02-28-2023 04:07

    Dear Serviceaide Intelligent Service Management User,

    The upgrade was completed successfully on CSM3 and CSM2 Staging environments. We encourage you to validate this new release and report any issues.

    Regards,



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



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

    Posted 02-28-2023 08:33

    Hello everyone. About the section 3 "advanced matching criteria for your SLA targets" . it's possible provide some examples how to configure "where clause" for custom attributes?

    Regards

    Claudio Germano



    ------------------------------
    Claudio Germano da Costa Pereira
    Analyst
    Stefanini
    Brasilia
    61999477027
    ------------------------------



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

    Posted 02-28-2023 08:35
    Buenos dias, equipo estoy de acuerdo por favor enviar algunos ejemplos.

    Saludos Cordiales,


    Julio Camacho

    Especialista en Servicios Computación

    Mesa de Servicio (6161)

     

    Telefono:(+58) 212-503.09.58

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    www.mercantilbanco.com 



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

    Posted 02-28-2023 08:38
    Edited by Ricardo Andrade 02-28-2023 08:40

    Hi @Claudio Germano da Costa Pereira and @Julio Camacho

    We will present those new resources next week.

    Please mail me, so I will share the invite or just access: ISM Kruger Release Overview - Serviceaide

    ------------------------------
    Ricardo Andrade
    Field Consultant
    ServiceAide
    ricardo.andrade@serviceaide.com
    ------------------------------



  • 6.  RE: Serviceaide Kruger ISM Release for all Data Centers

    Posted 03-04-2023 02:17

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



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



  • 7.  RE: Serviceaide Kruger ISM Release for all Data Centers

    Posted 03-04-2023 07:07

    Dear Serviceaide Intelligent Service Management User,

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



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