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New Update: Service Manager (2164)


Harry Hornbill
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Hello Everyone

The latest build of Service Manager (2164) has been released to live.

Change Log for this release are as follows:

New

  • A process can now be suspended to wait for attachments to be added to a Request. This can be achieved through "Requests > Suspend > Wait for Attachment" Hornbill Automation. - See more on the wiki https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow#Wait_for_Attachment
  • Problem Management has been extended to record the Root Cause and aid in automating the creation of a Known Error from a Problem record. We have introduced "Problems > Update Problem > Details" Hornbill Automation to update the Root Cause and Workaround attributes in a Problem record. We extended the "Requests > Log Request > Log New Known Error" Hornbill Automation to provide the options to set Root Cause and Workaround attributes. To get the attributes from a Problem record, the "Problems > Get Information > Problem Details" Hornbill Automation can be used. Alternatively, if it is required for the Root Cause and Workaround attributes to be set after a Known Error record is created, the "KnownErrors > Update Known Error > Details" Hornbill Automation can be used in a Known Error process. - See more on the new Hornbill Automation tasks on the wiki https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow#Problem_Records
  • A process can now be suspended to wait for a Request to be linked. This can be achieved through "Requests > Suspend > Wait for Linked Requests" Hornbill Automation. - See more on the wiki https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow#Wait_for_Linked_Requests

Change

  • When creating or updating a Service, the description attribute is no longer mandatory.
  • The "Suspend" Hornbill Automation tasks are no longer selectable when designing Auto Tasks.
  • When the Used By attribute in an asset is shared with multiple entities, the label "Shared" will be shown in the corresponding column on the Assets list. - See more on the wiki https://wiki.hornbill.com/index.php?title=Manage_Assets

 

Fix

 

  • Unable to find an FAQ in the Employee Portal when all the catalog items are disabled. {PM00166340}
  • Resolution timer is not marked as fixed when the "app.request.pauseResolutionTimerOnResolve" setting is enabled. {PM00166248}
  • SLM Escalation fails to work for the first escalation when the response timer is started with no configuration. {PM00166304}
  • A user assigned the "Problem Management Full Access" role is not able to reopen Known Errors. {PM00166292}
  • Different file extension when previewing email attachments in Progressive Capture. {PM00166247}
  • When the Request's customer has no email address, the 'To' field in the Email action should not be pre-populated. {PM00166123}
  • Truncate the summary text to the maximum characters allowed when a Request is raised. {PM00166104}
  • Image path is no longer returned when a Bulletin has no image configured. {PM00166039}
  • Error in loading the Service's bulletins when an image is added and immediately removed while creating a new bulletin. {PM00166245}
  • The properties usedById and ownedById used in CSV files to upload assets are case sensitive. {PM00166261}
  • Asset upload fails when the Used By attribute is set to Shared. {PM00165731}

 

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