ServiceDesk Plus pre-release notification

Problem Enhancements

• You can now create a solution or workaround specific to a problem and add it to Solutions using Save and Add to Solutions.

• Added options to copy and associate a solution or workaround from the solution database to the Problem Solution.

• Technicians can now use closure codes while closing a problem. SDAdmins can configure closure codes under Setup > Customization > Problem Management > Closure Code.
• You can now associate multiple changes to a problem.
• Added option under problem closure rules to mandate association of a change to a problem.

• The closed state of a problem is now conveyed by a stamp on the right panel of the problem details page.

• The Mark as Known Error option is now available in the Actions drop down if the value of Known Error is No.

• New notification rules are added under Setup > Automation > Notification Rules > Problem.
• Notify group members when a new problem is assigned to their group.
• Notify technician when a new response is received.
• Email users when a note is added to the problem.

• You can now send email notification to org roles (Reporting Manager) and users (Reported By, Technician) associated with the problem.
• The UI text for problem notification rules Notify to incident technician/requester is now modified as Send Notification for Problem for better user understanding.

Reports

• Problem reports now support the Closure Code and Closure Comments fields.
• Solution reports now support the Associated Problem ID, Associated Problem Title, and Associated Problem Type fields.

Triggers and Custom Actions for Problems

• You can now configure triggers for problems and execute actions such as triggering notifications and webhooks or run scripts as custom functions on entities that meet your specific conditions. You can also configure triggers to initiate tasks for the Problems module. SDAdmins can configure custom triggers under Setup > Automation > Triggers.


Custom Functions (Setup > Automation > Custom Action)

Support for Change Sub-Entities in Custom Actions and Triggers

Custom actions and triggers now support change sub-entities, namely, approval levels, approvals, tasks, notes, email responses (from users). You can configure triggers specific to change requests or change sub-entities. The custom actions used in change triggers can also be configured specific to change requests or change sub-entities.

Note: Custom actions created for change sub-entities can be used only with the respective change sub-entity triggers.

For configuring custom actions for change requests or change sub-entities, go to Setup > Automation > Custom Actions, go to the preferred custom action, and use the drop-down to select change module. In the custom action forms, choose an entity using the Applies to drop-down. You can choose to apply it to a change request or change sub-entities.

Note: The Applies to field value cannot be edited.

For configuring triggers for change requests or change sub-entities, go to Setup > Automation > Triggers > Triggers for Changes. Click New Trigger and on the new trigger for change form, select your preferred entity from the Trigger applies to drop-down.

Note: The Trigger Applies to field value cannot be edited.