Service Desk
New & Improved
Service Desk Template Enhancements
Any Service Desk Template is now organized into four separate tabs to provide detailed and precise information - Template Details, Template Fields, Workflow, and Ticketing Integration Systems. The configuration for each template field is now provided through a simple and intuitive UI, replacing the earlier complex JSON structure, making it easier to manage and update field settings.
Data Classification Field Added to Term Templates
A new template field, 'Data Classification,' has been added to the system templates - Term Creation Request and Term Metadata Change Request.
Data Catalog Supports Certify Requests
In the Data Catalog, a service request to certify data objects can now be initiated directly from the Grid View or Object Summary page.
Enhanced Description Field Formatting
The Description field in Service Requests has been upgraded from a plain-text editor to a rich-text editor, allowing for better formatting and clarity. Additionally, the character limit has been increased from 1,000 to 10,000 characters, giving users more flexibility to provide detailed information.
Grouped and Approval Ticket Labels Standardized
In Service Desk, Grouped tickets now follow the standard format (e.g., SR-1001). Approval tickets linked to these groups adopt a child format, such as SR-1001-01, SR-1001-02, and so on, to indicate their relationship to the main ticket.
Service Desk Configurable Views
In the Service Desk module, the list view now supports column customization, enabling the addition or removal of columns as needed.
Enhanced CTA Template Mapping
In Service Desk Administration, administrators can now map both global and connector-specific templates to Call To Action (CTA) buttons. The system prioritizes active system templates during the mapping process. If no active system template is available, it automatically selects the custom template with a generic object type.
Template Availability Status
In Service Desk Templates, each template now includes an availability status: Active or Inactive. Only Active templates are available for creating service requests and configuring Call-To-Actions (CTAs).
Draft Versions for Published Templates
In Service Desk Administration, administrators can now create a draft version of an already published service request template. While editing the draft, the existing published version remains available for raising service requests.
Fulfillment Instructions Configuration
Admins can define fulfillment instructions for service requests at the service desk template level.
Service Desk and Service Desk Templates changes
The 'Near Expiry' option in the SLA Status filter within the Service Desk List View has been renamed to 'Less than a Day.'
Accurate SLA Pending Time for Each Request
In Service Desk, the SLA Pending Time required for each service request approval can be viewed from the Pending Time column. This value is dynamically calculated based on the configured business hours, business days, and holiday settings, providing a more accurate representation of the time remaining for approvals.
Nudge
The Nudge feature is a reminder system for requesters to send notifications to approvers based on the configured setting (nudging.cool.off.period). By default, Nudge is set to a 24-hour time period in System Settings.
User Delegation
When approvers are unavailable for a specific period, they can delegate approval of service requests to another user from My Profile.
New 'Upload File' Field in Templates
In Service Desk Templates, a new ‘Upload File’ field allows requesters to attach files when submitting service requests. Supported storage options for File Upload in Service Requests now include AWS, Azure, and NFS.
Service Desk Templates Audit
The Service Desk Templates Audit records all modifications made to service desk templates, workflows, and integrations. It captures details of additions, updates, and deletions, allowing administrators to track changes effectively.
Other Enhancements
Story Zone Service Requests: Service requests can now be raised for a Story Zone. A corresponding system template, 'Request for a Story Zone,' has been added to Service Desk Templates.
Request Revisions by Approvers: Approvers can now send requests back to requesters for additional information, enabling a more collaborative process by allowing requesters to update and resubmit incomplete or incorrect requests.
Workflow Actions & Status: Duplicate workflow actions or statuses can be added individually. However, the system prevents duplication of the same action-status combination, ensuring unique workflow configurations.
'Forward To' Option in Template Properties: The ‘Forward To’ field in Template Properties can be enabled to allow approvers to either forward requests to approvers beyond the subsequent approver or fulfill them directly.
Latest Approver Comment Displayed: The latest comment added by approvers when approving a service request will be displayed in the Latest Comment/Remark column.
Hide Priority Field at Template Level: In Service Requests, the Priority field can now be hidden at the service desk template level. Although this field remains a mandatory system field and cannot be deleted, it will no longer appear on the form if configured to be hidden within a specific template.
Service Requests Grouped by Connection and Workflow: Service requests are grouped by connection name. Within each service request, approval tickets are further grouped based on the associated workflow.
Customization via System Settings
nudging.cool.off.period
Configure to send the notifications to the approvers via email and In-App alerts.
Parameters:
The default value is 24.
The Nudge button is enabled for the specified hours based on the entered value.
Note: Only numeric values with whole numbers are allowed.
allowed.file.types.for.file.upload
It allows users to define which file types can be uploaded and cataloged from external sources.
Parameters:
The default value is pdf, txt, rtf, docx, odt, xlsx, ods, csv, pptx, odp, jpg, jpeg, png, gif, bmp, tiff, tif, svg, json, xml, log.
Users can choose the allowed file types for uploading in service requests.
Files not included in the list will be rejected.
service.desk.file.upload.storage.service
It allows users to configure where files uploaded from Governance Apps are stored.
Parameters:
The default value is Empty
Users can select a storage service (NFS, S3, or Azure) to store files uploaded through the Service Desk.
If no option is selected, the file storage location remains unconfigured.
service.desk.file.upload.connector.id
It allows users to specify the connection ID for the selected storage service.
Parameters:
The default value is Empty. Users must enter the connection ID associated with the chosen storage service.
service.desk.file.upload.bucketname
It allows users to specify the bucket name for the selected storage service.
Parameters:
The default value is Empty
Enter the bucket name for the storage service.
This is mandatory for S3 and Azure.
Advanced Jobs
Retry Fulfillment for Service Requests
This job collects Service Requests in Fulfillment Error and attempts to re-initiate their fulfillment. It groups the Service Requests by Template ID. If the retry fails for the first request in a group, the entire group is skipped, and the process moves to the next group, assuming the integrated system has not yet recovered.
Update TicketParams For Snowflake
This job updates the ticket parameters for a Snowflake connection, including field code, field type, and option value.
Update SR data for Backward Compatibility
This job updates the default data for existing tickets by adding new fields.
Update Group Info for Service Requests
This job updates the Group Info for existing Service Requests, excluding API Access Requests.
Add connection details to ticketparam2
This job adds connection details to the ticketparam2 table.
Snowflake Table Access Deprovision
This job deprovisions table access in Snowflake based on the expiration date of Service Requests.
Update Fulfillment Detail for Service Requests
This job updates the Fulfillmentdetailid for pending service requests.
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