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Motadata ServiceOps Release Version 8.4

Release Date: January 28, 2024

What’s New?​

New Features​

Request Management​

  • Support for creating print templates for the Requests is added.

  • The user can now configure custom rules for all the Service Catalogs in common and each Service category individually.

Approval Management​

  • The user can delete approver’s approval in all the modules using the ‘Delete’ option in the Approvals tab, eliminating the need for that particular approver’s approval.

Users​

  • While adding SSO Identity Providers, a new “Mappings” field is added to map additional details. Any changes in the mapped fields in the provider will automatically update in ServiceOps.

Asset Management​

  • The Asset Usage History is now available on the Hardware Asset Details page.

  • The user can now either allow or prohibit the installation of certain software as per requirement.

  • A new Create Deployment action is added to the Workflow and Scenario. It enables the deployment of packages to the target machines. It is supported in the Request and Asset modules.

Patch and Package Management​

  • Support for Mac OS 14 Patch Management is added.

  • ServiceOps now supports the Patch Management functionality for the following third-party applications:

    • Browser (Google Chrome, Mozilla Firefox, and Microsoft Edge)
    • Adobe Acrobat Reader

Project Management​

  • The user can now add a Work Log based on Timer.

Task Management​

  • The user can now use a dedicated Task Management module in the Admin section. It consists of the following components:

    • Task Types: Add the task types.
    • Task Form: Customize the task form as per the requirement.
    • Task Form Rules: Create task form rules to make fields (system and custom) mandatory/non-mandatory, show/hide, enable/disable, set/clear value, show/hide options, or execute a custom script based on certain conditions in the task form.

Mobile App​

  • Support for biometric authentication in mobile app is added.

Dashboard and Reports​

  • The KPIs can now be highlighted with different colors based on the Threshold value (KPI Count). Once the threshold value exceeds, the KPI’s color will change accordingly.

Miscellaneous​

  • The user can now send event notifications over the Microsoft Teams application.

  • The Admin user can now configure access to add worklog in the Request, Service Request, Problem, Change, Release, and Project modules.

Enhancements​

Request Management​

  • When the technician is changed for a Worklog, an audit entry is now available in the Request Details Audit Trail tab.

  • The admin can now restrict the amount of feedback from the Requester using the Allow Only One Feedback Response field.

  • The Delete option is now removed for the Standard Print Template.

  • The following enhancements are made to the Rate Our Service field of the Feedback and User Survey Form:

    • The maximum limit of the Rate Options field is 10.
    • The user can select and configure the type of rating as either a Star or Emoji (Smiley). Based on the value set for Rate Options, configure the stars or emojis. Also, provide a description for each star/emoji.
    • The Feedback Rating configuration is removed and added to the Rating Type field.

  • The approval owner receives the Referred Back Approval Comment and attachment for reference in the Referred Back Email.

  • The user can now update the Service Request custom fields even after approval.

  • A new Request Age field is added to the Other Info section of the Request Details page and the Requests list page columns. It displays the age of the ticket in terms of duration between the creation and the current Date and Time.

  • The Save button appearing in the Work tab when the user sends or forwards an email is renamed to Send.

  • While printing the Request detail with Reply to Requester, the format of the PDF is now the same as displayed on the Details page.

  • The Request and Service Request module’s custom attachment field is now searchable.

  • Separate configuration audits are available for Incident and Service Request Custom Rules.

  • The Super Admin and Tenant Super Admin users can now modify and delete the past leaves of technicians.

  • Support for creating and relating a Purchase Order to the Request from the Request Details page is added.

  • The Total Penalty amount is now available in the SLA tab of the Request, Problem, Change, and Release Details pages, respectively.

Problem Management​

  • The Problem must have at least one communication with Requestor label in Resolved Problem Custom Rules is renamed to Problem must have at least one collaboration**, as a rule, it is violated when no collaboration is added to the ticket.

Change Management​

  • The Subject and Description fields can be disabled using the Change Form Rule.

  • On edit, the Status of the Change requests can be hidden using the Hide Options Action of the Change Form Rule. Only custom statuses can be hidden.

Managed Service Provider​

  • Company wise prefixes can be added for Incident and Service Request categories. The Companies will only appear in the dropdown list if they exist.

Asset Management​

  • RDP connections can now be established with Linux and Mac OS machines.

  • Support for cloning the Asset USB Configuration Deployment is added. Except for the Computers, all other details will be pre-populated.

  • The Result column in Asset Action History is renamed to Remark.

  • The following fields are moved from the Admin > Organization > System Preference > Asset Preference tab to Admin > Asset Management > Asset Types page:

    • Hardware Asset Prefix
    • Software Asset Prefix
    • Non-IT Asset Prefix
    • Consumable Asset Prefix

  • The asset assignment rejection note can be viewed in the Remarks column of the Used By History.

– Support for additional operators in Barcode search is added to the Asset list page.

– The Asset Movement gate pass now displays the Status of the Asset Transfer stages.

– Support for viewing the audit entries for actions like lock, sleep, restart, and shutdown is added to the Hardware Asset Details page.

– Support for setting the starting number and minimum digits for the Asset ID is added to the Asset Configuration popup of Admin > Asset Management > Asset Type. The Asset ID is defined based on this starting number.

– The Asset Movement stages will be automatically updated to Pending when the user completes one stage. For example, when the stage Receive Transfer is Received, its next stage, Request Return, will get updated to Pending automatically.

Purchase and Contract Management​

  • The Product Catalog details can be viewed in the Create Purchase Order form by clicking the Info icon.

  • Support for setting the Starting number and the Minimum digits for the PO – ID is added to the Purchase Order Preference tab of Admin > Organization > System Preference. The PO-ID is defined based on this starting number.

Project Management​

  • Support for the Project Source field is added to the Condition and Column of Project Reports and Dashboard.

  • The Task ID is now available on the heading page while editing the Task and Milestone.

Event Notification​

  • The user can now receive an email for the request closed due to merging using the Notify Requester when Request is Closed due to Merging Request App notification.

– The following event notifications for Delegate Approval and User Password Expiry are added to the User module:

  • Notify the user when delegate approval is expired/ended
  • Notify User Removed As a Delegate Approver
  • Notify User Added As a Delegate Approver
  • User password is about to expire
  • User password is expired

Users​

  • The filter applied in the Technician/Requester list will now be automatically restored upon returning to the Technician/Requester list page, maintaining the user preferences.

  • While exporting users, the following fields are added to the column selection:

    • Allow to Login
    • Created Date
    • Last Login Date

  • The user with Super Admin or Tenant Super Admin rights can now modify or cancel any technician’s ongoing and past leaves.

  • The user can now download the Technicians and Requesters list in Excel and CSV format.

  • The user can now export and download the Technician Groups and Requester Groups list in Excel and CSV format.

  • The list of created LDAP users can now be viewed in the LDAP History.

Chat​

  • Support for Guest Users in WhatsApp Virtual Agent is added.

Dashboard and Reports​

  • The user can now apply the Date Filter to the Query report while editing. If enabled, the Time Filter will appear while previewing the report.

  • The technicians holding Dashboard Access Only permission can now be selected from the Technician Access Level dropdown and restricted from viewing the data of KPIs and Widgets.

  • Drafted Collaborations are now excluded from the Tabular report.

Miscellaneous​

  • The user can preview and download the attachment by clicking on the file name.

  • Support for rich text format in labels is added to the modules’ form. Also, the URL field in the Rich text format dialog is enabled.

  • The following improvements are made to the Workflow for implementing the Refer Back functionality in the Request, Problem, Change, and Release modules.

    • The Referred Back value is added to the Approval Status is changed trigger.
    • The Approval Requester system field is added to the Set Assignee to action.

  • The user can now automatically update the task start and end date using a workflow based on certain conditions and trigger events. The following two actions are added to the Task Workflow in the Automation module:

    • Set Task Start Date
    • Set Task End Date

  • The announcements list can now be exported and downloaded in Excel and CSV format. You can also password-protect the Excel file.

  • Support for search functionality is added to the All Archived Requests, All Spam Requests, and Requests Watched By Me lists. Likewise, the lists can be searched for Problem, Change, Release, and Project modules.

  • The Checkbox custom field type options can now be aligned vertically or horizontally.

  • Actions can now be performed on the Attachment field in the Request and Change Form Rule. It can be used with hide, show, mandate, non-mandate, enable, and disable actions.

  • A new Multi-Select Dropdown custom field type is added to all the forms. The field enables the selection of multiple values in the dropdown list.

  • The user can add tasks through Workflow using the Add Task action.

  • Support for exporting the details is added to the following lists:

    • Requests > All Archived Requests
    • Problems > My Unresolved Problems
    • Problems > My Urgent or High Priority Problems
    • Problems > My Overdue Problems
    • Problems > Unassigned Problems in My Group
    • Problems > All Archived Problems
    • Changes > Open Changes in My Group
    • Changes > All Archived Changes
    • Releases > All except All Releases and All Open Releases
    • Hardware Assets > All Hardware Assets Managed By Me
    • Software Assets > All Software Assets Managed By Me
    • Non IT Assets > All Non IT Assets Managed By Me
    • Consumable Assets > All Consumable Assets
    • Consumable Assets > All Consumable Assets Managed By Me
    • Consumable Assets > All Archived Consumable Assets
    • Contracts
    • Purchases
    • Projects > My Open Projects
    • Projects > All Archived Projects
    • Projects > Custom filters

  • The system retains previous selections across the list pages, enabling bulk actions on previously chosen items throughout the application’s navigation.

  • Support for enabling and disabling the default SLAs is added. By default, they are enabled. If not, the Due by fields will be blank.

  • The Attachment field is added to the Condition of Workflow and Approval Workflow.

  • The option All approvals must be Ignored/Rejected/Approved is added to the Resolved and Closed Custom Rules of Incident Request, Service Catalog, and Problem modules. If enabled, the Approval status must be Ignored, Rejected, or Approved while resolving or closing the ticket.

  • The minimum and maximum character limits can be set for the Text Input and Text Area custom fields across all modules.

  • The size of the Text Area field in the form can be maximized and minimized throughout the system.

  • The user can now add 0 ahead of the number while configuring the Starting number of Asset, Purchase, and Request ID. For example, 002. The same ID will appear on the list page as well.

  • The options in the Custom Dropdown field can now be searched using the Search functionality.