Below are the Service Management Feature videos:
Version: Tahoe SP3
- Auto Approve KB articles and Granular approval levels
- Service Validity Email notifications to Analysts.
- APIs for Change Management
- Email notifications for Change Management and Problem Management.
- Bulk import of Services using excel.
- Knowledge Article Access to Analysts based on Workgroup
- Image in Mail-to-Ticket
- E-Signatures are captured in Service Requests
- Table creation through Excel in Web Service Designer
- Post Resolution Approval introduced in Incident Management
- Better control over E-Mail Notifications for a Change Record based on Status
- Rephrase of message in Change Management
- Owner Workgroups in concurrence with the Initiator
- Enhanced Notification functionality of Business rule designer
- Introducing New DN Tables
- Approver Details in Change Record Lists
- Differentiate Pending for Approval as Sub Status
- Configure Category based on Customer for Incident Management Module
- Initiate Return of an asset or End of Service before expiry
- Modification in PIR Reviewer Configuration
Version: Tahoe SP1
- Auto Close Change Request
- Enhancing APPROVAL STATUS table for Level Number and Approval Level
- Bar Caller from the Approver List
- Caller Mapping - Mail Parser
- Closure Code for Call Management
- Configuring a Schedule in Business Rule Designer
- Creating, Viewing and Updating a Work Order for a PR
- Addition of four new keywords for Change Management module
- Knowledge Articles Recommendation in New Call Record for User Page
- Enhancements for Extend SR Feature
- Manage CR Approval, Update, and Task Notifications in Change Management
- Modify - Mandatory PIR Configuration for Change Record and Mandatory PIR Configuration for Task
- Use Problem Management Custom Attributes in the PM Work Orders
- Problem Record (PR) approval via e-mail
- Standard attributes/keywords in Custom Notification
- Incident Closing Mode at Business Rule Designer level
Version: Tahoe
- Custom Attributes Based On Rules
- Business Rule Designer Session - 1
- Business Rule Designer Session - 2
- Integration with Microsoft Teams for Setting Up Conference Call
- Ability to Export/Import Service Catalog
- Include IDs as a column in grid view of various configuration screens
- Rich Text Bulletin Formatting for Bulletin Board
- View Catalog Custom Attributes in End User Notification E-Mails
- Introduced User Communication and Private Log
- Update User Communication and Private Log by Sending E-Mail
- Attachments Delete Access for Requestors and Analysts
- Introduced Communication History for Problem Management
- Column Label Change on the Problem Record List and Approve Problem Records page
- Export Problem Record User Communication and Private Log Details in PDF
- Tagging Feature
- Auto Assignment of tickets based on availability status
Version: Denali SP3
- Auto Cancellation Option for Referred Back CRs
- Option for Analysts to view all attachments related to CR/ Tasks in one place
- Reporting Manager & Line Manager Approval Options in CR Workflow
- Option for Change Managers to approve on behalf of other approvers
- Option for Change Managers to update CR during the Change life cycle
- Easy way for Approvers to view CRs pending for Post Implementation Review (PIR)
- Enhanced PIR Configuration Options for Administrators
- More Validations introduced in CR Approvals via email
- Export to Excel option in CR List Screen
- Capture the time initiator re-submits the CR in Change History (Post Refer Back)
- Convert Service Request to Incident
- Enhanced Communication History in Incidents and Service Requests
- New Color Code Orientation for Priority Attribute
- Call Record List Page is Improved
- Remap Change Approver
- New RCA mechanism - 5 Why Analysis for RCA Team
- Send Email Option in Problem Record Details Screen For Analysts
- Option to upload attachment for every cause in Fish Bone Analysis methodology
- Pending & In-Progress status introduced after Authorization phase
- Improved Problem Management Notification Templates
Version: Denali SP1
- Domain-Specific Common Master Values for Drop-downs, and Radio Button Controls
- Improvements in Notification Template Page
- Broadcasting
- Search Experience
- Viewing all Incidents and Service Requests From User Dashboard
- Upload Attachments or Files with Same Name
- Tenant Based Self Service Portal
- Enhanced Location Search Control
- Risks in Problem Management
- RCA and Resolution Deadline Violation Reasons
- Pending Reasons in Problem Management
- Service Windows in Problem Management
- Deadline Configuration
Version: Denali
- Enhanced Knowledge Dashboard
- Auto-Populate Custom Fields for Incidents
- Viewing Problem Records from Other Workgroups
- Auto/ Manual Closure Options By Category and Workgroup
- E-mail Notification to Workgroup on SR Resolution
- Search by Multiple Locations and Customers on Incident List and Service Request List Pages
- Weekly Consolidated E-mail notification to SR approver
- New Change Caller Icon to Edit the Caller Details
- Sorting Tenants
- Dynamic Approvals for the Change Record Approval Workflow
