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Version 2.0.0

warning

Before you install the Simple Application version 2.0.0, make sure you have the Platform version 1.29.0 or later installed.

In the new version of the Simple Application that contains implementation tools for the Enterprise Service Management (ESM), we added localization for announcements and introduced individual announcement emails based on each user’s language preferences in the system. We also simplified announcement creation through templates, and introduced the ability to enhance announcements with attachments.

Self-service portal users can now view the external specifications for the service related to their request. The specifications and their attachments are available in the new External Specification widget.

We also added the ability to define conditions for the Service Relationship widget to be displayed automatically.

Another important update is the ability to control the relevance and completeness of the information provided about services. We have implemented a mechanism that automatically displays service records on article forms and article records on service forms when they are related, and hides them when they are not. The interface of the Service (sys_cmdb_ci_service) table form has also been redesigned.

You can now add an annotation and a card description for requests directly on the Request Model form. These updates help you provide users with more information about services and requests, while simplifying content management.

New features​

External Specification widget​

Portal users now have quick access to information about requested services from the catalog. We added the External Specification portal widget for this purpose. The widget is designed to display published external service specifications on the portal forms. They are available to the users of the self-service portal, when they submit a request. They can view published external specifications of the service the request is created for and any related attachments. Published specifications of the parent service (if any) are also available in the widget.

Read more in the External Specification Widget article.

Localization and announcement templates​

For companies with international support services, we now provide faster and more automated delivery of announcements to users in different languages. To do so, we have added new features for service portal administrators and first-line specialists with the announcement_manager role:

  • Related announcement translation record. Create an announcement record and then add translations of the announcement into the required languages.
  • Announcement templates. Use templates to reduce the time spent preparing common announcements, such as those about upcoming maintenance.
  • Related template translations. Add translations of templates into different languages. These translations are added to the announcement record and become available for entering relevant content in different languages.
  • Attachments. Add attachments to the announcement record so portal users can view them.

Announcement translation and announcement template translation inherit all the characteristics of the announcement that they are related to when generating an email and announcement on the portal. This provides:

  • Significant time savings when preparing announcements in multiple languages
  • Fewer translation-related issues, such as misunderstanding and subsequent support requests
  • Automatic selection of the correct announcement language for each recipient, based on their system settings
  • Consistent corporate style through the use of customized templates and template translations for typical, frequently repeated announcements

In the new system property, announcement.language.source, you can specify which of the user's selected languages — the interface language or the notification language — to use when sending an email and displaying the announcement on the portal.

However, if the user's email address or a translation for the specified language is missing from the system, the announcement notification is automatically sent in the default language selected when the announcement and its translations were created.

Read more in the Announcements article.

Improvements​

The Service Relationship widget​

The Service Relationship widget options now include conditions for displaying the widget on a form. The widget instance appears automatically when the specified conditions are met. Therefore, you can restrict access to confidential information for different user groups, or configure it so that it is only displayed when information about the service consumer and provider is necessary to complete the task.

Read more in the Service Relationship Widget article.

Editing Class in the CI table​

You can now edit the Class field in the records of the Configuration Item (sys_cmdb_ci) table. With this improvement you can maintain up-to-date configuration item data without creating new CI records.

In this version, we have made working with services and related knowledge base articles more convenient by adding filters and validation for their relationships and states.

Service and article records are now displayed (and removed) automatically on forms under the following conditions:

  • If you specify a valid service on the article form, the reference to the article is automatically displayed on the service form.
  • If you open the dictionary on the service form to specify an article, only articles related to the current or main service are available for selection.
  • If you remove the specified article from a service form, the service is also removed from the article form.

We have also updated the interface of the Service table record form:

  • For services of type Request, an editable Request model field and non-editable Request Model.Category and Request Model.Category.Catalog fields have been added.
  • When selecting a service in the Main service field, services of type Technical and From external supplier are now also available.
  • The Service specification field is divided into two mandatory fields:
    • External specification
    • Internal specification
  • The Location field is hidden from the Default form view.
  • The Service provider field is now optional if the service is in the Inactive state.
  • The Low value of the Business criticality field has been renamed to Normal.
  • The display order of related lists now depends on the selected Service type.

Request model on the portal​

On the form of the Request Models (sys_rmc_model) table, you can add a description that will be displayed as:

  • An annotation to the request form on the portal. To do so, fill in the Description on the form field, which supports HTML formatting.
  • A description on the card in the service catalog. To do so, fill in the Description on the card field.

Read more in Service catalog with extended record model.

Fixes​

DEF0021900: On the request model page of the portal, the Create Request button did not work. In this version, the system behavior has been fixed and after clicking the button a request is created.

DEF0021425: The system displayed an incorrect "record not found" message in the Caller field of the new task creation form if the caller was not an Employee. Now, the field correctly remains empty in this case.

DEF0021379: The system did not inherit states from a parent table when creating a state model for a child table on instances with the ITSM application installed. In this version, the system behavior is fixed.

DEF0021305: The related list for request form settings was missing from the Request Model table forms. In this version, we restored this related list to the form.

DEF0021242: The system displayed the values of the Request type field in English within list views after a user switched the interface language to Russian. In this version, the choice option translations are displayed correctly in the selected language.

DEF0021168: The Activity Feed with Quick Responses widget did not respect access control list (ACL) when displaying available responses. In this version, the widget behavior has been fixed, and users now see only the responses allowed by the configured ACLs.

DEF0020975: Approval notifications could not be generated correctly if the entity name did not contain a record number. In this version, we addressed the issue and ensured correct generation and delivery of approval notifications for records of any table.

DEF0019529: When reloading a page that contained the SLA Indications SA widget, the min-height parameter was reset, which caused the widget to display incorrectly. In this version, the parameter is updated properly on page reload, and the widget now renders as expected.