New Features in ServiceWise

Transcription

1 Author: TechExcel co.ltd Date: Table of Content ServiceWise New Features Guide 1 MyWork Dashboard 2 Unicode 3 Multiple Language Configuration Settings 4 Asset and Configuration Management Integration 5 User Registration Form Improvements 6 View Past Incidents from Submit Form 7 Service Security Improvements 8 Incident Type Field for Inter-Project Copy Field Mapping 9 Show Sub-Assets in the Asset View 10 Skill Set Management and Time Tracking for ProjectPlan Add-On Module 11 Easy File Attachments 12 Additional SLA Clock 13 Previous Owner 14 List View Attachment Column 15 CC, BCC, and Subscription List View Improvements 16 Incident Templates for Auto Submit 17 Auto Suggest Knowledge Definable Default Option 18 Employee List Includes Asset Information 19 User LDAP Authentication Team Web ServiceWise New Features Guide 1 LDAP Improvements 2 Capture IP Address and Computer Name from Employee Web Portal at Submit 3 Improved Reporting 4 Web Query Reports may be password protected 5 Multi-Select fields are now available in List View and Search 6 Quick Link Merge Field Improved 7 Event Template Configuration Improved 8 Wireless Web Improvements (Requires Wireless Web module) 9 Auto Suggest Knowledge Definable Default Option (Requires KnowledgeWise Enterprise) 10 SLA Detail Field Improved 11 Service Track 12 HTML Edit Control 13 Event Link in Employee Web Portal 14 ServiceWise - DevTrack Integration Improvement 15 Online Help Link to TechExcel Wiki Books 16 Clone Incident Action New Features in 8.1 ServiceWise New Features Guide TechExcel ServiceWise is a flexible IT service and support solution with powerful process management and workflow capabilities. Using ServiceWise, organizations

2 Date: Table of Content 3 ServiceWise New Features Guide 4 1 MyWork Dashboard 2 Unicode 3 Multiple Language Configuration Settings 4 Asset and Configuration Management Integration 5 User Registration Form Improvements 6 View Past Incidents from Submit Form 7 Service Security Improvements 8 Incident Type Field for Inter-Project Copy Field Mapping 9 Show Sub-Assets in the Asset View 10 Skill Set Management and Time Tracking for ProjectPlan Add-On Module 11 Easy File Attachments 12 Additional SLA Clock 13 Previous Owner 14 List View Attachment Column 15 CC, BCC, and Subscription List View Improvements 16 Incident Templates for Auto Submit 17 Auto Suggest Knowledge Definable Default Option 18 Employee List Includes Asset Information 19 User LDAP Authentication Team Web ServiceWise New Features Guide 8 1 LDAP Improvements 2 Capture IP Address and Computer Name from Employee Web Portal at Submit 3 Improved Reporting 4 Web Query Reports may be password protected 5 Multi-Select fields are now available in List View and Search 6 Quick Link Merge Field Improved 7 Event Template Configuration Improved 8 Wireless Web Improvements (Requires Wireless Web module) 9 Auto Suggest Knowledge Definable Default Option (Requires KnowledgeWise Enterprise) 10 SLA Detail Field Improved 11 Service Track 12 HTML Edit Control 13 Event Link in Employee Web Portal 14 ServiceWise - DevTrack Integration Improvement 15 Online Help Link to TechExcel Wiki Books 16 Clone Incident Action New Features in 8.1 ServiceWise New Features Guide TechExcel ServiceWise is a flexible IT service and support solution with powerful process management and workflow capabilities. Using ServiceWise, organizations may optimize all IT support processes including: user request tracking, management of incidents, handling problems and changes, controlling the asset lifecycle, and managing valuable company knowledge. Some of the major feature enhancements in ServiceWise 8.1 include: MyWork reports dashboard Unicode support Multiple language settings for user interfaces An additional SLA time: Restore Time Easier file attachments View Past Incidents during ticket submission to prevent duplicates And More Page 2 of 17 1 MyWork Dashboard MyWork replaces the existing Home page with an interactive and customizable dashboard for all TechExcel projects. Users may customize dashboard report

3 12 HTML Edit Control 13 Event Link in Employee Web Portal 14 ServiceWise - DevTrack Integration Improvement 15 Online Help Link to TechExcel Wiki Books 16 Clone Incident Action New Features in 8.1 ServiceWise New Features Guide TechExcel ServiceWise is a flexible IT service and support solution with powerful process management and workflow capabilities. Using ServiceWise, organizations may optimize all IT support processes including: user request tracking, management of incidents, handling problems and changes, controlling the asset lifecycle, and managing valuable company knowledge. Some of the major feature enhancements in ServiceWise 8.1 include: MyWork reports dashboard Unicode support Multiple language settings for user interfaces An additional SLA time: Restore Time Easier file attachments View Past Incidents during ticket submission to prevent duplicates And More 1 MyWork Dashboard MyWork replaces the existing Home page with an interactive and customizable dashboard for all TechExcel projects. Users may customize dashboard report widgets, create drill-down pivot charts, choose page layouts and language settings, and easily organize their user interface by dragging and dropping the various page elements. MyWork Dashboard Users may choose from pre-defined two and three column page layouts: Select from pre-defined page layouts Users may add Web Query reports and Drill Down style reports to the MyWork page." Each report becomes a page element which may then be dragged and dropped into place: Drag and drop MyWork page elements 2 Unicode TechExcel ServiceWise now supports Unicode to support additional languages and characters. 3 Multiple Language Configuration Settings Administrators may now customize fields, field labels, and field choices in different languages. ServiceWise team users may set their default language preference and also switch between languages. Customers may also select language preferences when using the Customer Web Portal for self-service. In the example below, the label of the user defined field Title is being customized for 3 different languages. Page 3 of 17

4 New in ServiceWise NewFeatures Features in 8.1 ServiceWise New Features Guide TechExcel ServiceWise is a flexible IT service and support solution with powerful process management and workflow capabilities. Using ServiceWise, organizations may optimize all IT support processes including: user request tracking, management of incidents, handling problems and changes, controlling the asset lifecycle, and managing valuable company knowledge. Some of the major feature enhancements in ServiceWise 8.1 include: MyWork reports dashboard Unicode support Multiple language settings for user interfaces An additional SLA time: Restore Time Easier file attachments View Past Incidents during ticket submission to prevent duplicates And More 1 MyWork Dashboard MyWork replaces the existing Home page with an interactive and customizable dashboard for all TechExcel projects. Users may customize dashboard report widgets, create drill-down pivot charts, choose page layouts and language settings, and easily organize their user interface by dragging and dropping the various page elements. MyWork Dashboard Users may choose from pre-defined two and three column page layouts: Select from pre-defined page layouts Users may add Web Query reports and Drill Down style reports to the MyWork page." Each report becomes a page element which may then be dragged and dropped into place: Drag and drop MyWork page elements 2 Unicode TechExcel ServiceWise now supports Unicode to support additional languages and characters. 3 Multiple Language Configuration Settings Administrators may now customize fields, field labels, and field choices in different languages. ServiceWise team users may set their default language preference and also switch between languages. Customers may also select language preferences when using the Customer Web Portal for self-service. In the example below, the label of the user defined field Title is being customized for 3 different languages. Page 4 of 17

5 3 Multiple Language Configuration Settings Administrators may now customize fields, field labels, and field choices in different languages. ServiceWise team users may set their default language preference and also switch between languages. Customers may also select language preferences when using the Customer Web Portal for self-service. In the example below, the label of the user defined field Title is being customized for 3 different languages. New Features in ServiceWise Defining field labels in multiple languages When end-users login they will see the user-defined field Title label in the language they select in their individual language preference. Team member language options 4 Asset and Configuration Management Integration TechExcel AssetWise now supports integration with the following third party configuration management and inventory solutions: Altiris 6.5 Microsoft System Center Configuration Manager (SCCM) 2007 The new AssetWise integration allows IT administrators to create synchronization schedules and map asset fields between either Altiris or Microsoft SCCM and TechExcel AssetWise. The asset information is accessible to IT support teams to support both service desk and IT management activities. 5 User Registration Form Improvements Administrators may now define which Employee fields are mandatory when using the self-registration form on the Employee Web Portal. 6 View Past Incidents from Submit Form A newview Past Incidentsbutton is available on the Submit page that allows technicians to easily find and edit existing employee incidents. Team members may filter the past incident list based on issue state and keyword to identify if a similar incident has already been submitted. If a match is found, the technician may open the existing incident to avoid opening a duplicate. View Past Incidents button on Create Page and Results Window 7 Service Security Improvements ServiceWise now supports configurable port numbers for the incoming and outgoing notification services. StartTLS is now supported when configuring the ServiceWise notification service to initiate a more secure connection. 8 Incident Type Field for Inter-Project Copy Field Mapping TheIncident Typefield may now be used as a mapped field when configuring inter-project copy actions. Mapping this additional field provides valuable information to the target project and improves understanding and collaboration among incident management, problem management, and change management teams. 9 Show Sub-Assets in the Asset View Sub-asset relationships are now viewable in the ServiceWise web client Asset View. Understanding the relationship among assets is beneficial to both service desk teams and IT change management teams. 10 Skill Set Management and Time Tracking for ProjectPlan Add-On Page 5 of 17 Module Find the right resources for your next project. ProjectPlan now includes the ability to search for available resources based on skill and skill levels. The skill sets, skill descriptions, and skill rankings are defined by ServiceWise administrators. Once defined, managers may use ProjectPlan to assign team members specific skills and assign a skill ranking. Finally, project managers use ProjectPlan to search for available team members that meet their skill requirements. ProjectPlan is

6 9 Show Sub-Assets in the Asset View Sub-asset relationships are now viewable in the ServiceWise web client Asset View. Understanding the relationship among assets is beneficial to both service desk teams and IT change management teams. 10 Skill Set Management and Time Tracking for ProjectPlan Add-On Module Find the right resources for your next project. ProjectPlan now includes the ability to search for available resources based on skill and skill levels. The skill sets, skill descriptions, and skill rankings are defined by ServiceWise administrators. Once defined, managers may use ProjectPlan to assign team members specific skills and assign a skill ranking. Finally, project managers use ProjectPlan to search for available team members that meet their skill requirements. ProjectPlan is an additional module for ServiceWise and requires an additional purchase. The ProjectPlan interface has been further improved to display additional time related information at the project level that is a roll-up of time spent on individual ServiceWise incident records. Additionally, ProjectPlan users may now edit and create additional ServiceWise incident records from within ProjectPlan. Defining skill sets and skill levels that may then be assigned to users and searched 11 Easy File Attachments Adding additional attachments to an incident is a much easier task in ServiceWise 8.1. Technicians may now add multiple attachments and capture screenshots at once from the Events tab using the Attach field. Improved Attachment control for easier file attachments 12 Additional SLA Clock A new time threshold,restore Time, may be defined as part of a Service Level Agreement. Restore Time is similar to other SLA times and may be used to set criteria for theplanned Restore Timein order to define escalation and notification rules. 13 Previous Owner {Previous Owner} is now a choice when changing the ownership of an incident or ticket. This is useful when multiple technicians may provide input on a single incident or ticket. The team member may supply the input and quickly choose to reassign back to {Previous Owner} to ensure the incident is routed back to the original team member requesting the input. This allows for better tracking of all the team efforts and ownership during the lifetime of an incident or request. 14 List View Attachment Column A new List View column may be added which displays the Attachment icon if there is an attachment or screenshot associated with the incident." Attachment column in List View 15 CC, BCC, and Subscription List View Improvements The complete CC list of recipients is now viewable in the Summary section to assist support team in evaluating urgency of response. Additionally, a newreply Allbutton is now available to technicians when replying which automatically populates the To: and CC: with the original recipients. The technician may also add additional recipients to the To: and CC: fields. A BCC field is now available when sending s. The Subscription list includes additional information indicating which subscriptions users subscribe to. 16 Incident Templates for Auto Submit Apply an Incident Template to incidents created automatically from incoming s as a way to populate additional information on the incident form. Typically, 17 an automatically generated incident maps the subject to the incident Title and the body to the incident Description. Now, you maypage choose6toof apply an Incident Template which will populate the other fields that exist on the incident form. 17 Auto Suggest Knowledge Definable Default Option

7 A BCC field is now available when sending s. The Subscription list includes additional information indicating which subscriptions users subscribe to. 16 Incident Templates for Auto Submit Apply an Incident Template to incidents created automatically from incoming s as a way to populate additional information on the incident form. Typically, an automatically generated incident maps the subject to the incident Title and the body to the incident Description. Now, you may choose to apply an Incident Template which will populate the other fields that exist on the incident form. 17 Auto Suggest Knowledge Definable Default Option Administrators may now define if the Auto-Suggest knowledge checkbox defaults to checked or unchecked in the customer self-service portal. 18 Employee List Includes Asset Information Employee asset information may now be included on the Employee List Report. From report settings, users may choose to display assets and customize which asset fields to include on the report. 19 User LDAP Authentication Team Web LDAP authentication is now supported for users of the ServiceWise Team Web Client. ServiceWise New Features Guide TechExcel ServiceWise is a flexible IT service and support solution with powerful process management and workflow capabilities. Using ServiceWise, organizations may optimize all IT support processes including: user request tracking, management of incidents, handling problems and changes, controlling the asset lifecycle, and managing valuable company knowledge. Some of the major feature enhancements in ServiceWise 8.2 include: Improved Reporting Direct access to incidents and events directly from an hyperlink Clone incident in Team Web Client HTML edit control for text/memo fields Improved LDAP Connection Settings and LDAP Authentication Ability to Capture Computer Name and IP address during incident submit And More 1 LDAP Improvements SSL support and definable port number Administrators may now define the LDAP port number and if using a secure connection. Use Multiple LDAP Servers for Authentication ServiceWise now support s authentication against multiple LDAP servers." Administrators may configure multiple LDAP servers for authentication. A new system field at the employee/team member level identifies which LDAP server is used to authenticate that user. Admin Client may utilize LDAP Authentication The Admin Client now supports LDAP authentication. 2 Capture IP Address and Computer Name from Employee Web Portal at Submit Capture the IP address and Computer Name automatically when employees submit new incidents through the Employee Web Portal. The IP address and Computer Name information will appear in two new system fields in the Support Team Client to help the service team troubleshoot issues. Capturing the IP Address and Computer Name is done using a Java applet. The automatic capture may be either enabled or disabled by the ServiceWise Administrator. Administrators can also set team and employee access permissions on these new system fields similar to other fields in ServiceWise. Page 7 of 17

8 Employee asset information may now be included on the Employee List Report. From report settings, users may choose to display assets and customize which asset fields to include on the report. 19 User LDAP Authentication Team Web LDAP authentication is now supported for users of the ServiceWise Team Web Client. New Features in ServiceWise ServiceWise New Features Guide TechExcel ServiceWise is a flexible IT service and support solution with powerful process management and workflow capabilities. Using ServiceWise, organizations may optimize all IT support processes including: user request tracking, management of incidents, handling problems and changes, controlling the asset lifecycle, and managing valuable company knowledge. Some of the major feature enhancements in ServiceWise 8.2 include: Improved Reporting Direct access to incidents and events directly from an hyperlink Clone incident in Team Web Client HTML edit control for text/memo fields Improved LDAP Connection Settings and LDAP Authentication Ability to Capture Computer Name and IP address during incident submit And More 1 LDAP Improvements SSL support and definable port number Administrators may now define the LDAP port number and if using a secure connection. Use Multiple LDAP Servers for Authentication ServiceWise now support s authentication against multiple LDAP servers." Administrators may configure multiple LDAP servers for authentication. A new system field at the employee/team member level identifies which LDAP server is used to authenticate that user. Admin Client may utilize LDAP Authentication The Admin Client now supports LDAP authentication. 2 Capture IP Address and Computer Name from Employee Web Portal at Submit Capture the IP address and Computer Name automatically when employees submit new incidents through the Employee Web Portal. The IP address and Computer Name information will appear in two new system fields in the Support Team Client to help the service team troubleshoot issues. Capturing the IP Address and Computer Name is done using a Java applet. The automatic capture may be either enabled or disabled by the ServiceWise Administrator. Administrators can also set team and employee access permissions on these new system fields similar to other fields in ServiceWise. Page 8 of 17

9 Client to help the service team troubleshoot issues. Capturing the IP Address and Computer Name is done using a Java applet. The automatic capture may be either enabled or disabled by the ServiceWise Administrator. Administrators can also set team and employee access permissions on these new system fields similar to other fields in ServiceWise. 3 Improved Reporting {Elapsed Time by Progress Status} Improvement The {Elapsed Time by Progress Status} report column, which shows the amount of time spent in each workflow state, now calculates time based upon the SLA and work schedule linked to the SLA. If no SLA is applied, the elapsed time will continue to use a 24 hour clock. Clustered Column Incident Report A new report called the Incident Clustered Column Report provides users a new report format that can be used to breakdown two incident fields per axis. Page 9 of 17

10 Define which statuses appear in the {Elapsed Time by Progress Status} report columns Users may now define which workflow progress states appear in the {Elapsed Time by Status} report. This improves readability of the report, especially for teams with many workflow states. New report column {Number of Times Transition Occurred} Users may now include the system field {Number of Times Transition Occurred} to display the totals for each transition." Users can also define which transitions should be counted and displayed on the report. 4 Web Query Reports may be password protected When creating Web Query Reports, users may check Require login to view report to require users authentication prior to viewing report. Page 10 of 17 5 Multi-Select fields are now available in List View and Search

11 5 Multi-Select fields are now available in List View and Search Multiple Selection fields may now be included in the List View and used when defining queries. Users add the Multiple Selection field to the List View using the List View customization settings. 6 Quick Link Merge Field Improved Incident and Event notification s may include an embedded link that logs the user directly into the Team Web Client and navigates directly to the linked item for editing. The merge field is still called Web link to edit incident and may be added to the using the Add Field button in the HTML editor. Adding the merge field using the HTML editor When using an HTML formatted , link text may also be defined while adding the merge field that will be used instead of displaying the URL. Page 11 of 17

12 Adding the merge field using the HTML editor When using an HTML formatted , link text may also be defined while adding the merge field that will be used instead displaying the URL. New Features in of ServiceWise Defining friendly link text for the merge field URL 7 Event Template Configuration Improved Improvements to the Event Template configuration in the Admin Client make it much easier for administrators to setup and manage events, specifically, event access privileges. A newly designed User Access tab consolidates settings that were previously dispersed among three configuration tabs, while providing additional access options. User Access Privileges Description Can Submit Replaces previous Submitter tab Can Delete Replaces previous Who can Delete tab Page 12 of 17

13 New Features in ServiceWise User Access Privileges Description Can Submit Replaces previous Submitter tab Can Delete Replaces previous Who can Delete tab Can Edit Open Events Replaces previous Who can Edit tab Can Edit Closed Events Replaces previous Who can Edit tab In addition to Event Template settings, there are additional Account Type privileges for Events. The new privileges are available in the ServiceWise Admin under Account Type settings and are used to control access based on account type (role). Can edit open System events Can edit open Regular events Can edit open Asset operation events Can edit closed System events Can edit closed Regular events Can edit closed Asset operation events 8 Wireless Web Improvements (Requires Wireless Web module) The Incident List View on the Wireless Web for support teams has been improved to make it easier to find incidents. Improvements include: Search on Incident ID Filter Incident List on Status Wireless Web provides access to ServiceWise from mobile devices including BlackBerry, Windows Mobile, Windows CE, and Palm. Wireless Web is an additional module and requires separate purchase. Page 13 of 17

14 Filter Incident List on Status Wireless Web provides access to ServiceWise from mobile devices including BlackBerry, Windows Mobile, Windows CE, and Palm. Wireless Web is an additional module and requires separate purchase. Incident ID Search Progress Status Filter 9 Auto Suggest Knowledge Definable Default Option (Requires KnowledgeWise Enterprise) Administrators may now control if the Auto-Suggest knowledge checkbox is turnedonoroffby default. IfOn, knowledge items are suggested to the employee automatically during incident submission in the Employee Web Portal based on keywords entered in the title and description of the request. IfOff, knowledge items are not suggested automatically, however, the employee may click on the Auto-Search button to initiate the automatic knowledge suggestions. The Auto-Suggest knowledge feature requires the separate purchase of KnowledgeWise Enterprise. 10 SLA Detail Field Improved Support display of SLA detail field on the description page and also make it available in the Employee Web Portal. Page 14 of 17

15 however, the employee may click on the Auto-Search button to initiate the automatic knowledge suggestions. The Auto-Suggest knowledge feature requires the separate purchase of KnowledgeWise Enterprise. 10 SLA Detail Field Improved Support display of SLA detail field on the description page and also make it available in the Employee Web Portal. The SLA details system field layout and appearance is improved for better readability. 11 Service Track Users may now sort the Service Track entries on the Date column. 12 HTML Edit Control The TechExcel HTML editor is now available for Description, Status, other system memo fields and any user-defined memo fields. The TechExcel HTML editor is a WYSIWYG text composition area with a familiar look-and-feel to most modern text editors. The HTML editor includesbold,italic,fonts,color, embedded hyperlinks, spell check, and more. The HTML editor is available to employees and team members while formatting text in incidents and web conversations. Page 15 of 17

16 The TechExcel HTML editor is now available for Description, Status, other system memo fields and any user-defined memo fields. The TechExcel HTML editor is a WYSIWYG text composition area with a familiar look-and-feel to most modern text editors. The HTML editor includesbold,italic,fonts,color, embedded hyperlinks, spell check, and more. The HTML editor is available to employees and team members while formatting text in incidents and web conversations. New Features in ServiceWise Editing an Incident with the TechExcel HTML Edit Control in the Employee Web Portal 13 Event Link in Employee Web Portal Event links in the list view of the Employee Web Portal now link directly to the Event Edit page for easier access and quicker editing. In previous versions, the employee was forced to view a summary and needed to perform an additional click to edit the event. 14 ServiceWise - DevTrack Integration Improvement An inter-project copy from ServiceWise to DevTrack will now automatically trigger any related DevTrack event automation that is configured in DevTrack event workflow. 15 Online Help Link to TechExcel Wiki Books The latest TechExcel documentation is now available from within the Windows Client and Team Web Client using the Wiki Book online help feature. Users simply add the URL to the appropriate User Guides they would like to access. The Wiki Books are maintained and updated by TechExcel so the most recent documentation is easily accessible to users. 16 Clone Incident Action Incidents may now be cloned in the Team Web Client. In addition, there are numerous options for linking employees, of 17 linking assets, and linking incidents during the clone operation. Cloning makes managing global incidents Page easier16and allows user to quickly create linked incidents as children of a global, or parent, incident. Once the Global, or parent, incident is closed, all the children may also be closed using the existing link type options.

17 16 Clone Incident Action Incidents may now be cloned in the Team Web Client. In addition, there are numerous options for linking employees, linking assets, and linking incidents during the clone operation. Cloning makes managing global incidents easier and allows user to quickly create linked incidents as children of a global, or parent, incident. Once the Global, or parent, incident is closed, all the children may also be closed using the existing link type options. Cloning is controlled by a new Account Type privilege Can clone incidents. The Clone Incident dialog includes numerous options for team members to quickly modify and update the cloned incident including: Linking the cloned incident to a different Employee Linking the cloned incident to a different asset Updating the Title of the cloned incident Options for cloning work history and events Assigning proper progress status, ownership, and link type to the cloned incident Update the cloned incident prior to submission Page 17 of 17