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Motadata ServiceOps Release Version 8.3.6

Release Date: November 08, 2023

What’s New?​

New Features​

  • A new Approval status, Refer back is added. It is used when the Approver needs more details or finds something missing in the Request that must be updated before approval.

  • Support for accessing the Dashboard based on Role is added.

  • Support for viewing the list of Online Technicians on the Dashboard using a shortcut is added.

Enhancements​

Request Management​

  • The audit entry for the Request Delete operation from Archived Requests is now available on the Operation Audit tab of Admin > Organization > Security page.

  • The following fields are added to the Request Preference tab of Admin > Organization > System Preference page:

    • Consider Request Received Email as first response: Enable if you want to consider the acknowledgement email that the System sends on receiving a request as the first response. By default, it is disabled.
    • Merge Request Status: Select the status for the secondary requests when merged. By default, the Closed status is set.
    • Support Level Preference: Select the default support level for all the new request tickets. Note, after upgrading ServiceOps to v8.3.6 and above, the default value for the existing Requests will be Tier 1.

  • The Requesters can now view the Request closure date by selecting the “Closed Date” column on the Request list page of the Support Portal.

Users​

  • The Technician Group user with Global Restricted Scope can now perform operations on the tickets when assigned to that group.

  • The Technicians/Requesters can now be converted to Requesters/Technicians using bulk operation.

Workflow​

  • A new Diagnosis is added Trigger Event is added to the Request Workflow.

  • A new Resolution Escalation Level condition is added to the Request, Problem, Change, and Release Workflows.

Purchase Management​

  • The Purchase Order can now be attached while ordering the PO and notifying the Vendor.

Task Management​

  • Support for allowing the users to reopen the closed task is added.

Miscellaneous​

  • A maximum of 150 characters are now allowed in the Category Name field. It applies to Request, Problem, Change, Release, and Asset modules.