<< Click to Display Table of Contents >> Navigation:  Release Information > Version 1.9 (December 2022 / January 2023)

Important notes and changes:

Changes to Import Templates

System Administration > Interfaces > Import

The templates of the import files for locations, persons and org. units have been changed. The templates must be re-downloaded and used for new imports from the release. The previous templates do not work anymore. See also detailed explanations Changes "Master data management".

Change of the timer for automatic log-out

By popular request, the timer for the automatic log-out has been increased from 30 minutes to 4 hours. The automatic log-out is used for security reasons to automatically end the user session in case of inactivity. The timer is refreshed for every action in the system, including navigation or simply marking objects in lists.

Important notes in this context:

If the browser or browser tab is closed without logging out of the system, the session will remain open for about 2 minutes before you can log in again with the same user. After 2 minutes the server checks if the browser tab is still active and closes the session automatically.

Depending on the browser and security settings in the browser, an Auto Log Out can also occur before the timer end is reached. This happens mainly when the browser window or browser tab is minimized or hidden for a long time. In this case, browsers disable these tabs completely and our server can no longer detect whether the browser page is still active and closes the session after 2 minutes using the above procedure. We cannot influence this on the system side.

If a user still can't log in after the 2 minutes (very rare case), the admin can also manually end each session via System Administration > License Administration

 

Master data management

Master data: simplified concept for master data maintenance, incl. deletion

Some of the check rules for master data relationships have been removed to allow deletion of entries for correction purposes in case of incorrect import/creation itself, as well as to allow more flexibility in assigning relations between master data objects and to reduce the complexity of imports in general.

Locations and Org Units:

Data consistency checks between locations and org units have been relaxed. It is no longer necessary that locations also exist in the same top-level org unit as the org unit to which the locations are to be assigned. This means that locations can also be linked independently. The "Top Org. unit" field for the locations is thus no longer required.

Additional optional fields have been added to the import template for locations ("ZIP_Code", "Street_Name", "Street_Number", "Fax", "Phone", "Mail").

Advantage: Persons can thus be assigned to locations other than those in their org. unit. From the import template the field "MainLocation_Customer-No" was removed with this.

Cost Centers:

Data consistency is maintained.

 

Note: The import files for locations, people and org. units have been changed. The templates have to be downloaded again (see important notes)

System administration > Interfaces > Import

 

For these master data objects it is now possible to delete objects under the following conditions:

•Org. units: Can only be deleted if there is no reference to a ticket and all master data references have been removed (locations, persons, users, partial org. units, prices).

•Locations: If no ticket reference exists

•Cost centers: If no ticket reference exists

•Categories: If no ticket reference exists

 

If a deletion attempt is not feasible, a message will appear containing all references that may have to be removed manually before the deletion process can be started again.

Persons and users as well as user groups: Are still generally not deletable (control via state change Active/Inactive or the new function "Deactivate and hide").

 

For certain manual deletion actions, an error message with the content "Object not found" appears after "Save & Close". The tab can still be closed using the "X". In the background, the deletion in question has already been performed but the opened tab could not be updated. The next time the form is opened, this message no longer appears.

 

Persons & users: hide inactive persons and users

Persons or users can optionally be hidden if they are inactive or are set to "inactive" at the same time as they are hidden. This serves the clarity, if many inactive persons and users exist.

 

 

Ticketing:

Questionnaires get the answer option for multiple selection

System administration > Ticketing > Questionnaires

A new answer option "List (multiple selection)" is available for questionnaires. This makes it possible to store lists of answer options of any length for individual questions, which can optionally all be adopted as an answer at the same time. The previous option "Dropdown (single selection)" is still available. Each answer option can be linked to a task workflow to automatically create tasks in the ticket when the answer is selected. In contrast to the single selection via the dropdown answers, there can only be exactly one successor question for the multiple selection question.

Users with the "Ticket editor" permission group can now also reset tickets in the "Completed" state back to the "Edited" state.

Previously, this was only reserved for the "Ticket manager" permission group. Now, every ticket editor who can be responsible for a ticket can set the state accordingly.

Ticket reject function also for tickets without ticket type

If the email rules are set to automatically create tickets that have not yet been assigned a ticket type (from email rules without a ticket template or without a ticket type in the template), it is now possible to reject them directly via a button on the displayed entry form. This means that stray/spam tickets can be moved directly to the archive with a single click, without having to finish creating them first.

bMS Info button displayed and extended in other places

The button that directly displays attributes for a bMS endpoint is now also displayed on the ticket entry form and ticket form at each list of "affected assets". If non-bMS endpoints are selected, the info page shows a summary of the most important attributes from the bTS asset.

 

Extensions Ticket Templates

System Administration > Ticketing > Ticket Templates

Default responsible for tickets without type: Ticket templates can be created for use in the Self-Service Portal without a ticket type. For this purpose, an explicit default responsible group can now be set, which will be assigned to these tickets without type. If a default responsible without ticket type is set, other options of the ticket template cannot be used, as they are always ticket type-specific.

 

Enhancement of visibility rules for ticket templates: The visibility of ticket templates in the Self-Service Portal is supplemented with filters on a "team". Previously, the visibility could only be restricted to entire org. units, now it can also be restricted to teams that can be put together as desired. Both filters complement each other accordingly, i.e. if both fields are filled, a user will see the template if he is included in either the team or the org. unit.

 

Last agent of the ticket

In the ticket, the respective last agent of the ticket is not only displayed in the ticket history, but also in the 1st overview tile in the ticket header as well as in the "Details" section. This makes it possible to quickly see who last worked on the ticket if the ticket is only assigned to a responsible group and not to an individual responsible.

Furthermore, the "last editor" has also been added as a new placeholder option in message templates.

 

Messages

System administration > Email > Message templates and text modules

Ticket link for ticket agents in message templates

Every message template for tickets that is not exclusively sent to the affected or reporting person or other external persons receives an optionally activatable link to the ticket.

The link opens the corresponding ticket for ticket agents directly after existing or successful login to the system.

The link is initially deactivated by default, since you can also use it in individual message templates that may also have persons as recipients.

If necessary, please make sure to activate the link only in message templates whose defined recipients can also use it.

New message template for tickets without type

If a new ticket without type has been created (e.g. from the Self-Service Portal or an email rule), an automatic email notification can be sent to the ticket owner.

New message templates for tasks

When creating and assigning tasks, the responsible person can receive an email about the task.

The message is only sent in the "Scheduled" or "In progress" state.

The message is only sent once when the task is initially set to one of these states or when the responsibility changes.

 

Cockpits

Global Search

The Global Search is now visible for all permission groups. Previously, it was only visible to administrators and ticket managers.

Self-Service Portal

Optional display of the responsible group or responsible agent of a ticket in the Self-Service Portal.

System Administration > Ticketing > Ticket Form

 

The self-service user can see which colleague is assigned to the ticket (or which group if no user is entered personally). Since this should be visible or invisible depending on the organization, it can be enabled or disabled for each ticket type. This can be shown or hidden depending on the ticket type. The default setting is "not shown".

The preview list in the tile for news, announcements and knowledge base now allows to open the whole list by clicking on the title, not only on the "..." line as before. line

 

Asset Management

Reservations:

For reservations, two new checkboxes can be used to document both the issue and the return of the asset. When the respective checkbox is activated, the time and the current user are automatically recorded. This documentation can be done by anyone on the reservation object.

 

 

bMS Interface

Extension bMS Import

In the import from bMS it is now possible to distinguish between names and host names. If in bMS Endpoint Name and Host Name are maintained differently, both are now displayed as an independent field in the asset and can be used accordingly as a column in the overview and for searches.

Synch of bMS endpoint state information and the states in the bTS asset revised

•When creating a new bTS asset from a bMS endpoint the state "Active" is set immediately

•Only if the endpoint no longer exists in bMS, it will be set to "inactive" in bTS, otherwise the state in bTS remains unchanged