Skip to main content
Version: 1.13.1

Patch 1.13.1

Improvements​

Caller field behavior for infrastructure incidents​

In this version of ITSM we have continued the alignment of the processing logic for the infrastructure incidents. Compared to regular incidents, the caller of an infrastructure incident is not the service consumer, or may not exist if the incident is created automatically. To address this, we have corrected the behavior of the Caller field on incident forms:

  • If the Infrastructure incident checkbox is selected when creating an incident, the field becomes non-mandatory and is hidden from the form. The owner of the service the incident is related to is specified as the caller.
  • If the checkbox is cleared, the field reappears, becomes mandatory and is assigned its previous value.

After saving the record with the Infrastructure incident checkbox selected, the Caller field is hidden. The service owner is displayed in the Static User Information widget on the form.

ITSM records preview​

You can now preview ITSM records from other forms to have a quick and convenient overview of related records without opening their forms. For this purpose, we have configured the Preview form view for the following ITSM entities:

  • Incident (itsm_incident)

    Displayed fields
    • Number
    • Caller
    • State
    • Priority
    • Service
    • Infrastructure incident
    • Assignment group
    • Assigned user
    • Description

  • Problem (itsm_problem)

    Displayed fields
    • Number
    • Caller
    • State
    • Priority
    • Service
    • Assignment group
    • Assigned user
    • Description

  • Service Request (itsm_request)

    Displayed fields
    • Number
    • Caller
    • State
    • Priority
    • Service
    • Assignment group
    • Assigned user
    • Description

  • Change Request (itsm_change_request)

    Displayed fields
    • Number
    • Reason
    • Caller
    • State
    • Change type
    • Priority
    • Risk
    • Service
    • Assignment group
    • Assigned user
    • Description

  • Known Error (itsm_known_error)

    Displayed fields
    • Number
    • Name
    • Workaround

  • User Query (itsm_inquiry)

    Displayed fields
    • Number
    • Caller
    • State
    • Urgency
    • Contact type
    • Subject
    • Description
warning

If your instance already has the form views with the Preview title for the above tables, then these views will be used for the record preview instead of the ones installed in this update. To use the new form views, delete the records you have created for these entities in the Form View (sys_ui_form) table.