ServiceDesk Plus pre-release notification

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.