Version 1.15.0
In this version we have added the new Quick responses widget to the ITSM entity forms, restricted the length of the Subject field on the portal forms of user queries and incidents, improved the procedure of change request template authorization, and extended the parent-child incident relation logic to apply to the incidents created from user queries.
New features
Quick responses on ITSM forms
We have added the possibility to use the quick responses functionality on the incident, problem, service request, and change request forms. For this purpose, we have added a special widget to the record forms of these tables. The quick responses are available for the Closure notes (closure_notes) field by default, and you can specify another Text type field in the widget options.
Read more about the widget configuration in the documentation.
Improvements
Subject field length limitation on the portal forms
We continue to improve the ergonomics of ITSM forms. In the new version we have limited the length of the Subject field for user query and incident portal forms. By default, the limitation is set to 100 characters and can be changed. This helps to avoid situations when a user puts the whole of their message into the Subject field.
To implement this limitation, we have created a new field – Short subject (short_subject) that is displayed in the portal forms of user queries and incidents in place of the Subject (subject) field with its title changed to Subject. After saving the record, the value from the Short subject field is copied to the Subject field.
Change request template approval
We have improved the logic of working with the change request templates in terms of access rights and approval procedure. Now approval is mandatory if a template is created by a user with the itsm_agent role, and optional if created by a user with the change_manager role.
After a template's state is changed to Authorization, mandatory approval tasks are created for the change manager and the owner of the service specified in the template. The change manager can add more mandatory approvers. All approvers receive notifications that their approval is required.
Read more on change request template approval in the documentation.
Parent-child relations when creating an incident from a user query form
We continue to improve the logic of working with incidents. In this version, if a Parent incident is specified when creating an incident from a user query form, the general parent-child incident relation logic is applied to the new incident.
Read more on relations between the parent and child incidents in the documentation.