ServiceDesk Plus pre-release notification

Workflows for Incident/Service Request, Problem and Asset

Workflow is an automation that admins can configure to ensure the smooth and systematic closure of an incident, service, or problem request or an asset.

Admins can use the following nodes to configure workflows and associate them with incident/service and problem requests or asset records when the requests/records do not have a life cycle associated.

Admins can now configure workflows for incident, service, and problem requests and asset records under Setup > Automation > Workflows.

Separate workflows can be created for incident and service requests.

Workflow Builder UI Enhancements

• The UI of workflow editor, workflow execution view, and PDF views has been optimized for better user experience.
• Mini Stencil View allows users to add nodes in a single right-click.

Sample Workflow - Incident

Workflow to assess requests based on category and nature of incident. Configure condition nodes to navigate the incident. Field update, Task and other action nodes are configured to assess the request based on category and nature of the incident to ensure the systematic completion of the request.

Sample Workflow - Service Request

Configure Branch nodes to fork the workflow and allocate multiple resources and access permissions needed during user onboarding by using the resource and task condition nodes.

Sample Workflow - Problem

Create workflows for solving reported problems by using the if and wait for condition nodes to direct the pathway and configuring custom function action nodes to automate functions to enable the smooth closure of the problem request.

Sample Workflow - Asset

Using notification and field update nodes, configure workflow to ensure the workstation asset is assigned with notification to the asset managers and is reported if missing, expired or damaged.

Associate Workflows

• Workflow configuration can be applied to incident/service/problem requests by associating templates and workflows.
• Templates can be associated either with a Workflow or a Life Cycle. Never both.
• For incident/service/problem requests, workflows will be assigned to the respective templates under Setup.
• When creating an incident/service/problem request, the workflow will be applied from the template configuration.

• For the assets, workflows will be created for a specific product type. After asset creation, the workflow will be assigned based on the product type. One product type can have only one workflow associated.
• In the Product Type list view, a new column is added to indicate if a product is using a Workflow or a Life Cycle.

Note:Life cycle automation cannot be created for product types that are associated with a workflow and vice versa.

Assign/Revoke Workflow

• Assign Workflow/Revoke Workflow actions are added to support existing requests to use workflows and vice versa.
• A workflow can be assigned to incident/service/problem requests or asset records only if they are not already associated with a life cycle.

Status Restriction using Workflows for Request/Problem

• Option added to allow usage of the statuses configured in the workflow in Requests and Problems.

Approval Enhancements in Service Request Workflows

• Resource-based approvals can be created using the Resource Condition node.
• Parallel approvals can be created using Fork and Join nodes.
• Approval Status of a request can be set using the Field Update node after the required approval process is completed.

Workflow Execution

Workflow field and workflow execution details are shown in the request/problem/asset details page and list views.

Note : Workflow execution and associated details are not accessible to requesters.

Enhancements

General

• Approval status "Denied" will now be called "Rejected" in workflow, change/release requests, and purchase orders.

Workflow Builder

• The stencil pane on the right side of the canvas is now collapsed, by default.
• Workflow Settings - Option added to indicate the workflow execution status in a popup in the Request/Problem/Asset/Change and Release Details page.

Changes and Releases

• Date time fields can now be set to current time using the Field Update action.

Issue Fixes

• Workflow fails to pass the Stage approvals should be approved closure rule when the approval is completed, which is not currently managed by the workflow execution

Enhancements

Problems

Copy Problem

Create a customized copy of a problem from its details page using the Copy Problem option.

Trash Problem

• Deleted problems are moved to trash. Technicians can restore/delete problems permanently from trash.
• Restore deleted problems within 30 days from the time of deletion.
• A new filter, Trashed Problems, is added to the problems filter drop-down.

Solutions

Solution Enhancements

• Configurations related to Solutions module can be set from Setup > Customization > Solutions Management.

• The following notification rules are introduced under Setup > Automation > Notification Rules. Administrators can also customize notification templates if needed:
  • Select the technicians to notify when a solution has reached its review date
  • Select the technicians to notify when a solution has reached its expiry date
  • Solution Forward Notification Email
• Notification templates can be customized for the following solution notification rules:
  • Select the technicians to notify when a solution is closer to its review due date
  • Select the technicians to notify when a solution is about to expire
• In the solutions list or classic view, the personalization set under topic filter will be retained even if users navigate to other application pages.

Setup

Audit Logs

• All operations performed under Setup are now recorded by Audit Logs.
• The audit log displays information on where, when, and by whom an action was performed.
• Administrators can view audit logs from Setup > Data Administration > Audit Log.

New Columns in Survey Reports

Subcategories and items are now listed in ServiceDesk Plus survey reports.

Zoho Editor upgrade

An upgraded version of the rich text editor is now available, featuring new functionalities and bug fixes.

Spanish support for Zia chatbot

Introducing support for Blended Conversation (BC) in Spanish. With this update, Admin can utilize the Blended Conversation builder to create flows specifically in Spanish and then publish these Spanish flows in the Spanish Zia chatbot. This means that the Spanish Zia chatbot will exclusively contain Blended Conversations flows created in the Spanish language.

Behavior Change

The option to switch between list view and grid view within the blended conversations builder is removed for a streamlined experience.