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Version: 1.12.2

Patch 1.12.2

Improvements​

Creating multiple tickets from a user query

It is possible to create multiple tickets from a user query. This simplifies classifying a query into other ITSM entities and automatically adds a link between them.

To enable creating multiple related tickets, set the itsm_inquiry.enable_multiple_related_entities system property to true. On the user query form, the Related ticket field of type Reference will change to Related tickets of type List. You can create several different entities using the corresponding UI actions.

After the first related ticket is created, the state of the user query changes to Processed. The creation of related tickets remains available.

Adding multiple child service requests

It is possible to add multiple child service requests to complex service requests.

To enable adding multiple child service requests, set the itsm_request.enable_multiple_child_requests system property to true. On the service request form, in the Related records section, the Child request field of type Reference will change to Child requests of type List.

When changing the property value from false to true, the type of the completed Child request field in the existing service requests does not change. The change affects new records and existing records with the empty Child request field.

Optimization of widgets on ITSM entity forms

We applied the widget updates that were released in platform 1.23.2 to ITSM entity forms to make it easier for agents to work with task information.

WidgetConfiguration updates
Static Task Information
  • Column order
  • Style rules for the Service and Priority columns
Static User InformationColumn order
SLA IndicationsThe widget is not displayed on the Problems and Change Requests forms

We also updated the layout of the widgets on the Service Request and Incident forms:

  • The first column of the form contains the Static User Information widget.
  • The second column of the form contains the Choice Timeline widget and under it the SLA Indications widget.
  • The third column of the form contains the Static Task Information widget.

SLA Violation for ITSM Tasks

We created a new business rule for indications: if the indication is In progress and breached, the SLA breached checkbox is automatically selected on the ITSM tasks. This business rule is added to highlight ITSM tasks with a breached SLA and make it possible to create reports and analyze violations for them.

Note that the business rule only works for the new indicators and indications with table system names sys_indicator and sys_indication.