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New Update: Service Manager (2448)

Harry Hornbill

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Hello everyone,

The latest update of Service Manager (2448) has been released to live.

The change log for this update is as follows:

  • A prefix can now be configured when managing an asset type. When creating a new asset against an asset type, the prefix will be used to generate the Asset ID. Furthermore, we have added a new option 'Auto Generate Name' to the asset type form that when enabled, the Name attribute of the asset will be set with the generated Asset ID. - See more on the wiki https://wiki.hornbill.com/index.php?title=Asset_Types
  • The site associated with a request is now available in the variable picker when editing an email template. The variable is prefixed with 'RequestSite'.
  • Reload button added to the assets list to refresh the list.
  • We have added diagnostics capability to help debug reported issues when managing a request's Service Level Agreement. This can be accessed through the designated option in the 'Amend Service Level' pop-up which can be accessed by clicking on the associated service level from the request details. This change only applies to new requests.
  • As per the email communication to customers with active priority-based Service Levels and the forum announcement, this release removes the priority-based Service Levels capability.
  • Users with the 'Service Desk Admin' role can now view the list of boards in the system, including whether or not each board is migrated to the Board Manager application. There is an option to remove each board. This option is available through the main menu > Service Manager menu > Boards sub-menu item.
  • Unable to view Self Service requests with a sub status. {PM00170159}
  • Template variables are not recognised in the email sent when updating a request via Routing Rule. {PM00170055}
  • The wrong update is included when the "RequestLastActivity - Content Preview" variable is used in the template to notify analysts of a customer update. {PM00170034}
  • Performance issue when retrieving service details {PM00169729}
  • Fixed an issue where the Request Categories popup is not displayed correctly on smaller screens. {PM00169951}
  • Request list refresh rate value is not updated. {PM00169898}
  • Asset search errors when the filter text contains an apostrophe. {PM00169790}
  • Asset list query error when loading software type list. {PM00169774}
  • Service with no visible catalog items is shown when the catalog required setting is enabled. {PM00169411}
  • Failure to send an email via an active process instance when the process is deactivated. {PM00169299}
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