![]() ![]() – A new “ Resolution Escalation Level” condition is added to the Request, Problem, Change, and Release Workflows. ![]() – A new “ Diagnosis is added” Trigger Event is added to the Request Workflow. – The Technicians/Requesters can now be converted to Requesters/Technicians using bulk operation. – The Technician Group user with Global Restricted Scope can now perform operations on the tickets when assigned to that group. – The Requesters can now view the Request closure date by selecting the “ Closed Date” column on the Request list page of the Support Portal. Note, after upgrading ServiceOps to v8.3.6 and above, the default value for the existing Requests will be Tier 1. Support Level Preference: Select the default support level for all the new request tickets. ![]() Merge Request Status: Select the status for the secondary requests when merged.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.– The following fields are added to the Request Preference tab of Admin > Organization > System Preference page: – The audit entry for the Request Delete operation from Archived Requests is now available on the Operation Audit tab of Admin > Organization > Security page. – Support for viewing the list of Online Technicians on the Dashboard using a shortcut is added. – Support for accessing the Dashboard based on Role is added. It is used when the Approver needs more details or finds something missing in the Request that must be updated before approval. – A new Approval status, “ Refer back” is added. ![]()
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