Skip to main content

Motadata ServiceOps Release Version 7.9

Release Date: October 21, 2022

What’s New?​

New Features​

  • MSP (Managed Service Providers) Support: The MSP feature allows the service providers to support multiple clients with a single ServiceOps instance. The service providers can create multiple customized Support Portals as per the end client’s preference.

  • Multi-Tenant Support: With multi-tenant support, the user can create multiple tenants, and serve more than one customer with a single ServiceOps instance. Each tenant can be customized as per the customer’s preference.

UI Improvements​

  • Support for exporting the Dashboard in PNG format is added.

  • Support for uploading a dark theme logo is added.

  • A complete guide to set up the ServiceOps can be viewed using the option Product Guide.

Request Management Improvements​

  • The Requester field is kept blank by default while raising a Service Request from the Technician Portal.

  • Support for creating a Requester Group with User Custom fields in Conditions is added. Note, all the custom field types except for Text Area are supported.

  • Support for importing requests via a CSV file is added.

  • Support for printing the Approval and Request Information details is added.

  • Support for Smart Suggestions is added to the Request Management module. It enables to view the suggestions generated by ServiceOps for fields like Technician Group and Category based on the model built. Also, suggestions for knowledgebase and response templates can be viewed.

  • Support for fields Resolved By and Closed By is added to the Request list page and Column Selection.

  • While adding or editing fields (Custom and System) in the Request Form, permissions can be set for technicians and requesters. Based on these permissions, the technician or requester can fill in the details while creating a request.

  • The following fields are added to the Request Form Rule and Service Catalog Form Rules:

    • Rule Execution On: This enables to execute the form rule at the time of Create, Edit, and Create and Edit.
    • Rule Applicable For: This enables to select the users for whom the rule should be applied. The options are All Users, All Technicians, and All Logged-in Users.
    • Rule Event: This enables to set on which event the form rule should get executed. The options are: On Form Load, On Field Change, and On Form Submit.
    • The fields in the Conditions dropdown are grouped into Request Fields, Requester Fields, and Logged-in User fields. Also, support for the Subject field is added to the Request Form Rule Conditions.

  • The following custom fields are added to the Feedback Form:

    • Rating
    • Numeric Scale
    • Boolean

  • The Request Status appearing on the Technician and Support Portals can be defined separately. For example: The request status In Progress for Technician Portal and be defined as In Process for the Support Portal.

Asset Management Improvements​

  • Support for the following fields is added to the Hardware Asset CSV Import file:

    • Used By Logon Name
    • Cost Factor
    • Purchase Date
    • Amount
    • Finance Description

  • The USB Port details can be fetched for Windows assets.

  • Support for creating USB Configuration Deployments is added. This enables to control the accessibility of USB devices.

  • Support for booting the computers remotely using the Wake On LAN (WOL) standard is added.

  • Support for discovering the Oracle Solaris OS is added.

  • Support for Debian OS in Agent based and Agent Less Discovery is added.

  • Support for Linux Oracle OS Version 7, 8, and 9 is added in the Asset and Patch Management.

  • While creating a Network Scan, support for importing the IP Addresses via a CSV file for the option Specific Set of IPs is added.

Patch Management Improvements​

  • Support for Reboot Required condition is added to the Dashboard, Reports, and Patch Management module.

  • Support for Debian OS version 8, 9, 10, and 11 patch management is added.

  • Support for Ubuntu 22.04 (Jammy) and Ubuntu 22.10 (Kinetic) patch management is added.

  • The Partially Installed patch details are now available in the email notification sent to the user once the patch deployment process is completed.

Package Management Improvements​

  • Pre and Post Deployment actions can be added while creating a Package.

  • Support for Linux and Mac OS package management is added.

Report Improvements​

  • The column Violated SLA Name can be selected while creating a tabular report.

Workflow Improvements​

  • Support for Service Category condition is added to the Request Approval Workflow.

  • Support for unary operators like Blank, Empty, and Null is added to the following custom field types. It is applicable in the entire portal where these fields are used. For example: In the Search bar, reports, Dashboard etc.

    • Text Input
    • Text Area
    • Dropdown
    • Radio
    • Checkbox

  • Support for the below actions is added to the Request and Service Catalog Workflows, and Scenarios:

    • Send Reply to Requester
    • Set Auto Assignment Round Robin
    • Set Auto Assignment Round Robin Login Technician
    • Set Auto Assignment Smart Balance
    • Set Auto Assignment Smart Balance Login Technician

Email Notification Improvements​

  • Support for Asset Serial Number placeholder is added for Assets in the Event Notifications.

  • Support for sending email notifications on the detection of change in IP Address is added.

  • A notification template Notify Subscribers upon USB Device Detection is added to the Asset Event Notifications.

Users Improvements​

  • Support for importing Office 365 users to the ServiceOps is added.

  • The failed reason for the LDAP users not imported can be viewed.

  • The field Status is added to the Column Selection and Search bar of Technicians and Requesters list page respectively.

Support Channel Improvements​

  • The below options are added to the Support Portal page:

    • Allow Requester to Create Incident on Behalf of Other Requester
    • Show Approvals tab (in Request Detailed View) in Support Portal

  • The approval status of the ticket can be viewed on the Request Details page of the Support Portal.

  • Custom fields can be displayed or hidden using Column Selection on the Request List page of the Support Portal.

Support Channel Improvements​

  • Support for allowing the non-login users to access the Chatbot for features like AD self service, is added.

Other Improvements​

  • Support for Kanban view in the Requests and Tasks list page is added. Also, the Kanban Column Selection icon is added to view the columns based on available status.

  • A new option First Approval can be selected in the Set Individual Decision Type parameter while creating an approval. This is applicable in all the modules.

  • Support for hiding the system fields like Location, Department, etc. in Problem, Change, and Release module is added.

  • Support for creating tasks based on schedules is added. This can be done from the Task Schedule sub-menu.

  • Support for Category field is added to the Mandatory Field section of the following Custom Rules:

    • Request Custom Rules: Resolved and Closed Rule tabs.
    • Problem Custom Rules: Resolved and Closed Rules tabs.
    • Change Custom Rules: Submitted, Planning, and Implementation Rules tabs.
    • Release Custom Rules: Submitted and Planning Rules tabs.

  • Support for the following actions is added to the Request, Problem, Change, Release, and Asset modules of Workflows, and Scenarios:

    • Send an Email to Technician’s Manager
    • Send an Email to Requester’s Manager
    • Send an Email to Department Head
    • Send an SMS to Technician’s Manager
    • Send an SMS to Requester’s Manager
    • Send an SMS to Department Head

  • Support for the following actions is added to the Request, Problem, Change, and Release modules of SLA:

    • Send an Escalation Email to Technician’s Manager
    • Send an Escalation Email to Requester’s Manager
    • Send an Escalation Email to Department Head
    • Send an Escalation SMS to Technician’s Manager
    • Send an Escalation SMS to Requester’s Manager
    • Send an Escalation SMS to Department Head

  • The Problem, Change, and Release requests can be printed.

  • The Calendar option is added to the right-hand side of the Create New button. It displays a list of requests and tasks that are due within the selected time range.