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Version: 2.0.0

Version 2.0.0

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Before you deploy the ITSM version 2.0.0, ensure that you have the 1.30.0 or later version of the platform installed, as well as the ESM version 2.0.0.

The key update introduced in the ITSM version 2.0.0 is the AI Assistant implemented on the basis of the SimpleOne GenAI platform.

With the AI Assistant, users can find information and resolve their issues faster. It streamlines navigation on portals with any service and information complexity. The AI Assistant does not replace the portal and does not require altering any existing processes. It functions over the information sources already present in the system, providing ready-to-use solutions or offering to create a ticket of the right type. The AI Assistant does not replace service desk agents either. They work in tandem, as the tickets created via the AI Assistant are still processed by the agents, and users still can directly contact the service desk.

Another important update is the addition of the database with known errors and their workarounds to the Self-Service Portal. This allows users to find solutions on their own until fixes are officially released. For the company, this lowers the number of generic tickets, as well as the average recovery time.

Apart from that, we have improved the functionality of commenting on records via email and Telegram, implemented adding internal notes when completing tickets in bulk, and made the incident form more convenient to work with.

The ITSM demo data now contains more services and service requests, as well as articles, announcements, and known errors.

We have also improved user experience by implementing a range of fixes.

New features​

AI Assistant​

The Self-Service Portal has become even more user-friendly: we have integrated AI into user support.

In the Chat with AI Assistant, users can ask questions, request services, and report their problems in their own words – unlike scripted chat bots, the AI Assistant understands natural language. The AI Assistant will find a solution among the services, service requests, articles, announcements, and known errors available in the system, summarize the information with references to its sources, and fill out a suitable ticket form using chat context.

The AI Assistant leverages the GenAI capabilities of the SimpleOne platform implemented together with the Ainergy technological partner (ITG Company Group). To help administer the chats, the system has been expanded with the AI Assistant Chat (itsm_ai_chat) table, which displays all user chats, as well as the AI Chat Tickets (m2m_ain_ai_message_itsm_task) table and a range of system properties.

The AI Assistant can be enabled and disabled using the itsm.ai_chat_widget.is_enabled system property. It is enabled by default.

To evaluate the AI Assistant, contact your partner for licensing information.

Read more:

Known Error Database on the portal​

The Self-Service Portal now includes a database with known errors and their workarounds. It helps reduce service downtime, allows users to proactively minimize the consequences of widespread problems, and alleviates the workload on the service desk agents, lowering the number of tickets.

To support this feature, the following management and analytics tools are available to the Self-Service Portal admins and developers:

  • Record visibility management: By default, the Known Error Database displays the records in the Outstanding state. Admins can redefine these filters and configure other access rules in accordance with the internal company regulations.
  • Feedback collection and processing: To monitor known error article ratings, the system has been expanded with the Known Error Rating (itsm_known_error_rating) table, which contains the ratings and feedback users leave on known error articles. The rating information is also shown directly on known error forms in the agent interface, allowing analysts to efficiently improve the information.

Read more in the Known Error Database section of the ITSM documentation, as well as in the Known Errors article of the Self-Service Portal documentation.

Improvements​

Adding comments via Telegram and email on users' behalf​

The record comments sent via Telegram and email are now added to these records' Activity Feed on the users' behalf. In the case of email, if the sender is not found in the system, a user query is created instead of adding the comment.

Read more in ITSM Telegram Bots and General Concepts and Procedures.

Notes for agents when completing tickets in bulk​

When completing several incident or service request tickets at once, agents can now leave notes on all these records. To enable this, we have added the Notes for agents field in the modal window for mass ticket completion.

Read more in Process Incidents and Process Service Requests.

Improved incident form​

In the agent interface, the form of all non-infrastructure incidents now includes the Service Relationship widget to make it more informative. We have also rearranged the fields and related lists on all incidents to ensure a better user experience. On infrastructure incidents, the Service consumer and Caller is consumer fields have been hidden.

Viewing incident tasks has become more convenient: the navigation menu now includes the Incident Tasks item, which opens the list of Incident Tasks (itsm_incident_task) grouped by their incidents.

If an incident's state changes to Postponed, its form shows the mandatory Resumption of work field. Likewise, moving an incident into the External processing state shows mandatory External company and External task fields. In any other state, these fields get hidden. The External company and External task values get saved in case the incident returns into the corresponding state.

Specifying the Parent incident makes some of the child incident fields read-only. If the Parent incident field gets cleared, these fields become editable.

Read more:

Updated demo data​

In this version, we have updated the ITSM demo data: we have expanded the service catalog, added more request models, and implemented articles, announcements, and known errors. The updated demo data can be used to sample the work of the AI Assistant.

Read more in ITSM Demonstration Data.

Fixes​

DEF0023219: When rejecting an approval request via a Telegram bot, the Cancel button did not work. The button is now functional and opens a message with approval information.

DEF0020996: The Reassign and Start work buttons were available on child incidents ignoring the enabled itsm.itsm_incident.map_assigned_group_and_user_to_children system property. The property manages the automatic population of the Assigned user and Assignment group fields with parent incident data. In this version, these buttons' display conditions have been altered. They no longer appear on child incident forms if the property is enabled. Read more in the Process Incidents article.

DEF0020514: Completing a problem with the Complete originators checkbox selected would cause its related incident to move into the Completed state even if it already was in the Closed state. This happened because the corresponding business rule did not validate the Assigned user and Assignment group fields, which made the data population incomplete and caused the system to function incorrectly. In this version, Closed incidents do not change their state when the entities they originated are completed. Read more in Process Incidents and Process Problems.

DEF0018122: Notifications about a new comment on a problem record displayed its text without the newlines added by its author. In this version, the notification templates have been corrected to display all the spaces and newlines.