January 2024 - Major Release

3 min

\integrations\ \teams integration – two way integration\ \push from itcc to teams\ audience it administrators relevant modules \ticket management\ overview enable seamless communication by pushing relevant it incidents and updates to designated teams channels, ensuring efficient collaboration and incident management the push is done via it care center api calls key features itcc api integration integrate with the it care center (itcc) api calls to facilitate communication between the itsm tool and teams channels rule based notifications configure rules to determine which incidents and updates are pushed to teams channels based on predefined criteria, ensuring only relevant information is communicated real time incident updates provide real time updates on tickets to teams channels, enabling teams to stay informed and respond promptly to emerging issues \itcc bot published through teams bot\ audience administrators, end users relevant modules \ticket management\ \knowledge management\ overview enable interaction with the itcc bot directly through teams, allowing users to query incident status, raise requests, and perform other itsm actions without leaving the teams interface key features itcc api for case creation/update utilize it care center (itcc) apis to enable case creation/update directly from teams, ensuring seamless integration between the two platforms teams app integration integrate the itcc functionality seamlessly into the teams interface, providing a familiar environment for users to create and manage cases seamless interaction with itcc bot interact with the itcc bot within the teams interface, allowing users to access itsm functionalities such as case creation, status updates, and knowledge base queries without switching between applications these integrations enhance collaboration and streamline incident management processes by leveraging the capabilities of both the it care center (itcc) and microsoft teams platforms \integration with azure active directory (azure ad) \ audience administrators relevant modules \all modules\ overview this integration aims to seamlessly connect the it care center (itcc) with azure active directory (azure ad), enhancing user management, security, and enabling single sign on (sso) capabilities within the it environment key features seamless user management ensure smooth synchronization of user data between itcc and azure ad, enabling accurate and up to date user management within the it ecosystem simplify user provisioning and de provisioning processes by leveraging azure ad's user lifecycle management capabilities enhanced security strengthen security measures by enforcing azure ad's authentication and access control policies within the itcc environment utilize azure ad's security features such as multi factor authentication (mfa) and conditional access to enhance itcc access security single sign on (sso) capabilities enable seamless access to itcc services for users through azure ad's single sign on (sso) capabilities, reducing the need for multiple credentials and enhancing user experience streamline user authentication processes by allowing users to log in to itcc using their azure ad credentials \azure active directory password reset integration\ audience organizations working with azure ad, administrators, agents, end users relevant modules \ticket management \ overview this integration with azure active directory introduces a convenient new feature for password management users now have access to a dedicated page where they can reset their azure active directory passwords the process involves identifying themselves with either their username or email address, followed by the receipt of a verification code sent to their registered contact information depending on the setup, users may also be prompted to answer an additional security question to further verify their identity this enhancement simplifies password resets and enhances security for all users key features reduced agent dependency empowering end users to reset their passwords lowers the need for agent intervention, streamlining support processes and improving efficiency across the board \integration with jira\ audience administrators relevant modules \ticket management \ overview this integration aims to streamline incident tracking and resolution by seamlessly connecting the it care center (itcc) with jira, enhancing collaboration and issue management across it and development teams main functionality enable seamless synchronization of incident data between itcc and jira, ensuring that all relevant information is accessible to both it and development teams facilitate real time tracking of incidents across platforms, allowing teams to monitor progress and collaborate effectively on issue resolution improved visibility and reporting enhance visibility into incident status and resolution progress by synchronizing data between itcc and jira this integration empowers it and development teams to collaborate effectively on incident resolution, leveraging the capabilities of both itcc and jira to streamline issue management processes and improve overall operational efficiency \integration with onedrive \ audience administrators, end users, agents relevant modules \ticket management \ overview this integration enables seamless attachment management by automatically saving attachments from the it care center (itcc) into onedrive instead of storing files in the itcc database, attachments are stored in designated onedrive folders, organized by ticket numbers this integration enhances data management, storage capacity, and accessibility for it and system users main functionality automated attachment storage automatically save attachments from itcc into designated onedrive folders based on ticket numbers eliminate the need for manual file management, ensuring efficiency and accuracy in attachment storage customizable configuration allow administrators to define rules and configurations for attachment storage in onedrive provide flexibility in defining storage settings, such as folder structure, access permissions, and file retention policies offload attachment storage from the itcc database to onedrive, reducing database load and improving system performance simplify attachment handling processes for it and system users, enabling seamless upload and download operations within itcc enhance the user experience by providing quick and efficient access to attachments stored in onedrive directly from itcc tickets \integration with vmware workspace one\ audience administrators, asset management teams relevant modules \assets management\ overview this integration enables the synchronization of asset information between vmware workspace one and the it care center (itcc) asset management inventory by establishing a connection with workspace one through an administrative interface, relevant asset details such as device information, software installations, and user assignments are automatically reflected in the itcc inventory this integration streamlines asset management processes, improves data accuracy, and enhances visibility into it assets across the organization main functionality automated asset synchronization automatically retrieve asset information from vmware workspace one and synchronize it with the itcc asset management inventory ensure that asset data in itcc remains up to date and aligned with the latest information available in workspace one customizable asset mapping provide administrators with the ability to define which asset attributes from workspace one are reflected in the itcc inventory customize the mapping of asset data fields to ensure that only relevant information is imported into itcc \new features\ \enhanced incoming mails routing rules\ audience administrators, agents relevant modules \ticket management \ overview our new email routing feature brings significant improvements to the way we handle incoming emails now, keywords in email subjects are intelligently detected, ensuring they are seamlessly routed to the appropriate case types (and not just limited to one case type) or catalog items in addition to keyword based routing, administrators and agents can now set up routing rules based on sender email addresses \parsing rules for incoming mail\ audience administrators, agents relevant modules \ticket management \ overview we're introducing parsing rules for incoming mail this feature allows you to extract essential data from incoming emails and map it to specific fields within the ticket key features effortless data extraction easily extract important data from incoming emails without manual intervention custom field mapping map the extracted data to designated fields within the ticket for accurate information capture increased efficiency streamline ticket management by automating data extraction from incoming emails \intelligent email handling conversation id recognition (office 365 exclusive)\ audience all users relevant modules \ticket management \ overview exclusive to office 365 users, itcc now boasts intelligent email recognition with conversation ids when a recipient responds to an email without including the ticket number, our system automatically identifies the associated ticket, eliminating the possibility of duplicate tickets and effortlessly recording the interaction \action items\ audience administrators, agents relevant modules \ticket management \ overview we've introduced the action items feature, allowing you to manage sub task workflows more effectively now, you can easily add action items to your sub tasks, converting each step into a list of actionable items you also have the option to specify if each action item is required for sub task closure key features improved sub task workflow incorporate action items into sub task workflows for better task management customizable actions customize action items to meet specific requirements, ensuring clarity and relevance closure requirements define whether each action item is necessary for sub task closure, providing clear guidelines for task completion \enhanced workflow routing table \ audience administrators relevant modules \ticket management\ overview this enhancement enables itcc administrators to define different assignees in the routing table page for workflow steps based on ticket categorization, attributes, and customer data additionally, administrators can perform bulk reassignment from one assignee to another directly within the interface \tagging knowledge base \ audience administrators, agents, end users relevant modules \ticket management\ \knowledge management \ overview this enhancement provides itcc knowledge contributors with the ability to define knowledge base tags, expanding beyond attaching knowledge base articles to categories now, when an end user or agent opens a ticket and the ticket subject contains a tagged keyword, the system will suggest relevant knowledge base articles this streamlines the process of accessing relevant knowledge base resources, improving efficiency for all users involved \assign or unassign assets from a ticket \ audience asset managers relevant modules \ticket management\ \assets management \ overview asset managers can now seamlessly handle the assignment and un assignment of assets directly from the ticket itself \extended form attachment \ audience all users relevant modules \ticket management\ overview we've expanded our form attachment feature to offer more flexibility in addition to optional uploads or requiring one mandatory file, you can now create attachment templates this allows for requesting multiple attachments per ticket submission, specifying mandatory and optional attachments, and customizing attachment requirements based on the ticket lifecycle key features attachment templates create templates for multiple attachments per form submission ticket lifecycle integration customize attachment requirements for different stages of the ticket lifecycle (when creating a new ticket, when updating, when closing the ticket) \search in attributes and notes from the working list page \ audience agents, administrators, management users relevant modules \ticket management\ overview we've extended the search functionality on the working page to include results from additional fields in tickets and notes associated with different tickets this improvement allows for a more thorough search experience without cluttering the working list with extra columns key features expanded search capability search now encompasses additional fields in tickets and notes associated with different tickets streamlined interface conduct comprehensive searches without displaying extra columns in the working list, maintaining workspace clarity \default note type setting per call type \ audience administrators, agents relevant modules \ticket management\ overview we're introducing a new feature that allows administrators to define a default note type for each call type key features default note type setting set up the default note type (internal note orsentd to customer) for each call type \support group reassignment on status change \ audience administrators, agents relevant modules \ticket management\ overview we're introducing a new feature that empowers administrators to automate support group reassignment based on changes in ticket status with this enhancement, administrators can define rules specifying that when a ticket's status changes to a certain status (e g , "x"), the ticket will be automatically reassigned to a designated support group (e g , group "y") this streamlines workflow management, ensuring tickets are routed to the appropriate teams without manual intervention key features automated support group reassignment define rules that automatically reassign tickets to specific support groups when their status changes to predefined statuses \vip default severity setup\ audience administrators relevant modules \ticket management\ overview we're pleased to introduce a new feature that allows administrators and management users to set up default severities for tickets associated with vip users with this enhancement, you can ensure that tickets from vip users are assigned a predetermined severity level, streamlining prioritization and ensuring timely resolution of critical issues key features vip default severity setting define default severity levels for tickets submitted by vip users benefits enhanced priority management automatically assign default severity levels to tickets from vip users, ensuring prompt attention to critical issues \attribute sync between parent and child tickets \ audience administrators, agents, management users relevant modules \ticket management\ overview we've introduced a new feature allowing the synchronization of attributes between parent and child tickets this enables administrators and agents to ensure consistency by reflecting specific field values from child tickets into their parent tickets this simplifies data management and ensures uniformity across related tickets key features attribute syncing automatically synchronize attribute values between parent and child tickets when their attribute names match \asset tabs selection per asset type setup\ audience administrators, asset managers relevant modules \assets management \ overview we're introducing a new feature that allows administrators and asset managers to customize the displayed asset tabs based on asset types now, you can define which asset tabs will be visible for each asset type, providing a tailored view for managing assets efficiently key features customized asset tab selection define which asset tabs are displayed for each asset type \default department per site\ audience administrators, asset managers relevant modules \assets management\ overview we've added a new feature that enables administrators and asset managers to assign default departments (location level 2) to sites (location level 1) this functionality simplifies asset management by ensuring that each site has a designated default department for streamlined data organization key features default department configuration set default departments for each site \new properties per asset type\ audience administrators, asset managers relevant modules \assets management \ overview we've added new properties per asset type that you can display or hide when setting up a new asset type key features new properties added cost, currency, vendor, budget code, stock taking notes, serial number \ticket timeline – incoming mail documentation \ audience agents (affects all users) relevant modules \ticket management\ overview the incoming mails documented on the timeline is keeping the html format, makes the mail more readable and clearer \pending customer remarks now with rich text editor\ audience agents relevant modules \ticket management\ overview we've made it easier for agents to communicate by allowing the "pending customer" status to change directly from the "add note" page this integration with the rich text editor enables agents to effortlessly send screenshots, facilitating quicker responses \administration – new / upgraded setup pages \ \an upgraded categories setup page\ audience administrators relevant modules \ticket management \ overview this feature introduces a comprehensive categories setup page designed to streamline category management for it administrators key functionality bulk setup this functionality enables it administrators to efficiently update categories in bulk, significantly reducing the time and effort required for manual updates administrators can select multiple categories and apply changes simultaneously through a user friendly interface, such as renaming categories, updating routing rules, attaching forms, and managing email rules \a new customer layout setup page\ audience administrators (affects all users) relevant modules \ticket management \ overview this enhancement allows itcc administrators to customize how customer information appears on ticket edit pages this ensures that agents have the most important customer details readily available while working on tickets the layout can be adjusted based on the type of customer, making it easier for agents to find relevant information quickly key features customized layout administrators can adjust the arrangement of customer information fields on ticket edit pages according to the specific needs and preferences of agents user type specific layout the layout configuration can be tailored to different customer user types, ensuring that agents have access to relevant details based on the type of customer they are assisting \ui/ux\ significant changes were made to improve the user experience and the product's look and feel those changes affect all user levels starting with the end users to the agents and the administrators of the system \new login page design elevate your brand\ audience administrators (affects all users) relevant modules \all modules \ overview our latest login page design brings a touch of personalization to the forefront, allowing you to showcase your company's brand you now have the flexibility to feature your company's logo on the login page and customize the background with a smooth, user friendly interface \new design for the home portal page\ audience all users relevant modules \all modules \ overview the portal is the end user landing page and therefore has a major significant on the user experience many ui/ux changes were made on the portal to achieve the following goals speed up and optimize the process of opening a new ticket help the end user segment the tickets by adding the common tickets and recent tickets cards to the portal a correct categorization of the ticket can ensure correct routing and optimize the ticket resolution time the user can be updated with the current ticket’s status from the portal home page without needing to open the tickets for more information all user information is now in one place graphic elements were added to give a quick overview of the user’s tickets ui/ux affected areas portal tabs tab separation, with a clear highlighting of the selected tab each portal can be designed differently with professionally designed portal templates to choose from, allowing users to select a theme that best suits their needs and branding clear and accessible plus button choosing from a common / recent list graphic elements to support the information and provide quick insights \new ticket page\ audience all users relevant modules \all modules \ overview the new ticket form is the second page the user usually meets what guides us in this page design is to keep it as simple and quick as possible but still allow the user to fill in all the required information page layout (data separation) clear separation on the page between the customer info, the ticket'ss main info, and other info related to the ticket agents will find their relevant fields under the more information section \agent’s working list\ audience agents, administrators, management users relevant modules \ticket management\ overview the work list is the agent’s most used page and is most likely defined as the agent’s default lending page general look the list new design is less busy, light colors were selected and the icons have a new and updated look the new design makes it easier for the agents to get info from the list, and to define action items from the list quick filters new look the quick filters on the page are now designed as graphs filters, so the agent can see from a quick look on this page the tickets trends tickets by groups, tickets by owner tickets by status and tickets by priority by choosing and clicking a segment on the graph, the list below is filtered according to the selection, and the filter is added to the filters list \update tickets page\ audience all users relevant modules \ticket management \ overview the update ticket page was re designed with the thought of making it easier to move between the different sections of the tickets the new design lets the agent get all the ticket’s information on one page by scrolling down and focusing on specific info each time by clicking the relevant tab on the top \new survey page design\ audience administrators (affects end users) relevant modules \ticket management \ overview our new survey page design adds a touch of personalization to elevate your brand experience with our new design, you have the flexibility to showcase your company’s logo on the survey page \reports \& analytics\ \dashboard generator \ audience administrators, agents, management users relevant modules \ticket management \ overview the new version of it care center offers data visualization by creating your dashboards the dashboard self service allows you to display almost any information that exists on the database tables dashboards create and view authorizations that can be managed the system supports different types of visualization charts, pie graphs, lists, pivot tables, and single kpis \reporting automation – subscription\ audience agents, management users relevant modules \ticket management\ \assets management\ overview two updates were done on report subscriptions subscribed file format – csv file is now supported no data – when no data is retrieved, the mail subscription will be skipped, meaning empty files won’t be sent \data search faceted search\ audience agents, end users relevant modules \all modules \ overview to ease the search of certain data on the tickets pool faceted search is now supported under the search box on the work list page faceted search means the search supports a whole phrase and a single word as well