Patch 2.0.1
Before you deploy the ITSM version 2.0.1, ensure that you have the 1.31.0 or later version of the platform installed, as well as the ESM version 2.2.0.
In this version of the ITSM application, we have added the ability to create user queries from the portal announcement page. For users, it is now more convenient to contact support when needing more information or help regarding an announcement. For service desk agents, it is now easier to track these queries and understand their context, which helps to process them faster.
We have also improved user experience and system stability by fixing some defects.
New features
Create user queries from announcements on the portal
Users can now create support tickets from portal announcements.
To enable this, we have expanded the portal announcement form with the Still have questions? widget. Its Contact support button opens the user query form in a new tab.
In the agent interface, service desk agents can identify the queries created from announcements with the help of the Created from announcement field on their form. The field is automatically populated with a reference to the original announcement.
Read more in the Create User Queries article.
Fixes
DEF0023515: When deploying the 2.1.1 version of the ESM application and the 2.0.0 version of the ITSM application, the ITSM functionality changed the announcement form, which impacted the ESM functionality. To fix this, the current announcement form has been expanded with the Related user query, Related incident, and Related change request fields. They are displayed for the announcements created from these entities. As a result, the functionality has been restored, deploying both applications does not cause any conflicts.
DEF0023242: When moving a user query to the Dropped state, users had to fill in the Urgency field. Because this state does not imply any further processing of the query, starting from this version, specifying Urgency for Dropped queries is not mandatory. Read more in the Create User Queries article.