Wednesday, October 18, 2017

Configuration Items by Status

Another two reports have been added. These new reports are there to help configuration managers find CIs with a specific status. These reports are ‘Active Configuration Items by Status’ and ‘Inactive Configuration Items by Status’.

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Friday, October 13, 2017

More KPI Dimensions

A few more dimensions have been made available for filtering the KPIs. The new dimensions are: Region, Service instance and Site.

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Thursday, October 12, 2017

Aging Requests

Two interesting reports have been added that help identify requests that may need some attention. These are the reports ‘Open Requests Aging since Registered’ and ‘Open Requests Aging since Last Updated’.

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Tuesday, October 10, 2017

Self Service Design

A new version of ITRP's Self Service interface has been released. It can be activated for your support organization by going to the Settings console and opening the 'Self Service Settings' section. There you will find the option 'Use classic Self Service'.

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Monday, October 09, 2017

New Request Icon

End users will see a different icon for the request templates in their Self Service search results. The intent of the new icon is to signal more clearly that selecting a request template from the list of search results will open a new request.

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Friday, October 06, 2017

Filtering Reports

A few weeks ago the ability to set custom date ranges for reports was introduced. Now we have taken this a step further. When you go to the ‘Reports’ section of the Analytics console, you will see that most reports allow you to add filters.

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Thursday, October 05, 2017

Sharing Internal Notes with Other Domains

By default, internal notes are visible when requests get passed between different support organizations within the same enterprise. When each of these support organizations has its own ITRP support domain account and one support domain (e.g. the local IT department in Ireland) passes a request to another support domain (e.g. the regional data center in Poland), then the internal notes from the IT department in Ireland will be visible to the support specialists in Poland.

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Wednesday, October 04, 2017

Open Requests by Site

Yet another report has become available in the ‘Reports’ section of the Analytics console. This week it is the ‘Open Requests by Site’ report that was added.

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Tuesday, October 03, 2017

Import/Export Translations

The ‘Translations’ section of the Settings console provides an easy-to-use interface for organizations to translate the names of their services, the subjects of their requests templates, the labels of the UI extension fields they have added, etc.

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Monday, October 02, 2017

Default Targets for RFCs and RFIs

In the Service Offering form it is now possible to specify default targets for requests for change (RFCs) and requests for information (RFIs).

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