The Ticket Satisfaction Insights Report delivers a comprehensive view of customer satisfaction (CSAT) ratings for incidents and service requests, enabling teams to monitor and enhance service quality based on direct customer feedback.

Key Highlights:

• CSAT Metrics Tracking: Analyze overall satisfaction percentages for tickets and track trends in satisfaction over time.

• Detailed Ticket Reviews: Gain insights from individual ticket reviews, including ratings and comments, to identify specific areas for improvement.

• Activity Type Filtering: Focus on satisfaction metrics for specific activity types, such as incidents and service requests, for targeted analysis.

• CSAT Trends by Month: Visualize monthly trends in satisfaction scores and the number of votes received.

This report empowers service managers to ensure high-quality service delivery by identifying recurring issues, addressing customer pain points, and implementing data-driven improvements.

The SLA and OLA Performance Insights Report delivers a detailed analysis of adherence rates for Service Level Agreements (SLA) and Operational Level Agreements (OLA) across incidents and service requests. This report centralizes performance metrics to help teams monitor service quality, ensure compliance, and identify critical escalation risks.

Key Highlights:

• SLA and OLA Compliance: Displays adherence rates for incidents, service requests, and changes, including trends over time.

• Escalation Insights: Highlights critical escalated activities and activities nearing escalation to mitigate risks proactively.

• Key SLA Metrics: Includes fulfillment rates for First Shot Resolution, Reaction Time, and Solution Time across various ticket types.

• Improved Navigation: KPI charts previously under "Operational Efficiency" are now consolidated into this focused report.

• Enhanced Accessibility: Moved from Home to the Reports section for improved organization and accessibility.

This feature ensures service teams have actionable insights to optimize SLA and OLA adherence, reduce escalation risks, and enhance operational efficiency. Let me know if you need further adjustments!

The Service Level Compliance Report offers a detailed analysis of ticket assignments and SLA/OLA compliance throughout the ticket lifecycle. This report helps users track and understand performance against service agreements at each stage.

Key Highlights:

• Comprehensive Ticket Overview: Displays ticket details such as status, category, assigned teams/roles, SLA fulfillment, and breaches in reaction/solution times.

• Assignment History: Tracks the timeline of ticket assignments, showcasing the duration of each step and highlighting SLA/OLA compliance per team or role.

• Performance Insights: Pinpoints specific SLA breaches, calculates percentages of delay, and visualizes compliance trends for better performance management.

This report empowers service managers to monitor SLA adherence effectively, identify bottlenecks, and implement improvements for optimal service delivery.

Enhance ticket management efficiency with the ability to directly access the Service Level Compliance Report from the ticket preview panel. This feature provides a seamless way for users to evaluate SLA and OLA adherence for specific tickets, offering instant insights into compliance performance without navigating away from the ticket interface.

The Knowledge Base Feedback Analysis Report offers a detailed evaluation of customer satisfaction with knowledge base articles. It showcases ratings, feedback trends, and individual article reviews to highlight the most helpful and least helpful content.

Key Highlights:

• Rating Trends by Month: Visualize the number of votes and average article ratings over time to identify patterns in user feedback.

• Detailed Article Reviews: Access individual reviews for knowledge base articles, including user comments and star ratings, to pinpoint areas for improvement.

• Content Performance Insights: Identify which articles are most effective in addressing customer needs and which require updates based on user feedback.

This report empowers knowledge managers to continuously improve the quality and relevance of their knowledge base resources, ensuring better support experiences and increased customer satisfaction.

The Escalated Ticket Trends Report provides a comprehensive overview of escalated tickets over a selected period. This report helps teams analyze escalation patterns, SLA/OLA breaches, and identify areas for service improvement.

Key Highlights:

• Escalation Trends: Visualizes escalated tickets over time (monthly) to identify recurring issues and workload distribution.

• SLA/OLA Breaches: Highlights teams and agents breaching service levels within the last 30 days, enabling targeted performance interventions.

• Detailed Escalation Logs: Lists escalated tickets with detailed information, including service levels, categories, and solution points for better context and prioritization.

• Filtering Capabilities: Refine the report view by ticket type, SLA/OLA status, category, or role for customized insights.

This feature empowers service management teams to proactively address escalation risks, ensure SLA compliance, and enhance overall service quality. Let me know if further refinements are needed!

The Closed Problems vs. Created Tickets Report offers a detailed analysis of the relationship between resolved problems and the creation of new tickets, including incidents, service requests, and other activity types.

Key Highlights:

• Closed vs. Created Analysis: Visualize trends showing how resolved problems impact the creation of new tickets over time, enabling better workload management and process optimization.

• Categorized Ticket Insights: Filter by ticket types (e.g., incident, service request, problem) to focus on specific data sets relevant to your operations.

• Detailed Ticket List: Access a comprehensive ticket breakdown, including status, priority, responsible roles, and users, for in-depth insights into ticket lifecycles.

This report empowers service teams to identify the effectiveness of problem resolution and its influence on ticket volumes, enhancing operational efficiency and root cause analysis capabilities.

The Average Ticket Runtime Report provides a comprehensive overview of the average time required to resolve various ticket types, such as incidents, service requests, problems, and changes. This report allows teams to track resolution trends, identify workload distribution over time, and pinpoint areas for operational efficiency improvements.

Key Highlights:

• Granular Insights: Visualizes average resolution times for different ticket types.

• Trend Analysis: Displays resolution time trends across months, helping identify workload peaks and process bottlenecks.

• Workload Distribution: Breaks down ticket volume and hours by type to better understand team performance.

• Interactive Filters: Enables filtering by ticket types for tailored insights.

• Operational Efficiency: Offers actionable data to improve service delivery and streamline processes.

This feature equips teams with the data necessary to optimize workflows, improve response times, and enhance customer satisfaction. Let me know if you'd like further refinements!

The Value List Widget enables users to display a list of data values with an associated name and number, sorted automatically by the numerical value. It allows for a clear representation of top-performing items, breaches, or any quantitative data. Additionally, an optional Image Column can be configured to enrich the visual display, making it easier to identify people, teams, or assets at a glance.

Key Highlights:

• Display Name and Number columns in a clean, compact format.

• Auto-Sort the list based on the numerical column (descending).

• Optionally include an Image for visual representation.

• Support for pagination to navigate through long lists efficiently.

This widget simplifies data presentation for dashboards, allowing end users to quickly identify top contributors, critical issues, or breaches.

Metric Cards have been enhanced with automatic trend visualization, offering users insights into changes over time. This new feature tracks historical data and compares current values with previous snapshots, providing a clear picture of performance trends.

Key Highlights:

• Automatic Trend Detection: Trends (Up, Down, Flat) are displayed automatically for Metric Cards when historical data is available.

• Dynamic Comparison: If data is unavailable for the last 7 days, older records are used for comparison (e.g., 8 days, 1 month). The best available data is always prioritized.

• History Management: Stores one historical value per day per user for up to one month, ensuring efficient data management and automatic cleanup of outdated records.

This enhancement adds meaningful insights to Metric Cards, enabling users to track progress and identify key patterns effortlessly.

Users can now share their custom reports and dashboards with specific individuals, groups, or roles, making collaboration easier and more efficient. This feature allows users to control who can access their dashboards while maintaining data security.

Key Highlights:

• Targeted Sharing: Share reports with specific users, roles, or groups for focused collaboration.

• Flexible Permissions: Choose between sharing with everyone or restricting access to specific teams.

• Widget Inclusion: Optionally share associated widgets automatically when sharing a report.

This enhancement promotes teamwork by enabling users to share insights effortlessly while ensuring secure access to data.

New Dashboards and Reports now include the ability to share reports via email, simplifying collaboration and distribution of key insights to teams and stakeholders. Users can export reports in multiple formats and customize email content for seamless sharing.

Key Highlights:

• Multiple Export Formats: Export reports as PDF, Excel, or image files for flexible sharing.

• Email Integration: Send reports directly via email to individuals or groups without leaving the platform.

• Customization Options: Personalize email content, including subject, message, and attachments, to meet communication needs.

• Preview Feature: Review the email and attached report before sending to ensure accuracy.

This feature streamlines report sharing, ensuring insights are accessible to all stakeholders with minimal effort.

Users can now print reports directly from the platform, providing a convenient way to share insights in a physical or offline format. This feature supports customizable print settings to ensure reports are presented exactly as needed.

Key Highlights:

• Customizable Layout: Choose between portrait and landscape page orientations to match your reporting needs.

• Header and Footer Options: Include or exclude headers and footers for a polished presentation.

• Theme Selection: Pick from available themes (e.g., Light) for a visually appealing printout.

• Streamlined Workflow: Print reports with just a few clicks, directly from the report view.

This feature makes it easy to produce professional-looking printed reports for meetings, reviews, or offline sharing.

Easily access relevant reports for specific objects with the Open Report from Action feature. Administrators can configure custom actions to link reports to selected items (e.g., tickets, incidents) within the system. Once configured, users can seamlessly open a tailored report directly from the object's action menu.

Key Highlights:

• Customizable Action: Define and configure which report is associated with specific object types.

• Contextual Reports: Access reports directly from the object's action menu without navigating through separate menus.

• Improved Efficiency: Quickly analyze related data for the selected object with a single click.

This feature ensures a more streamlined experience for end-users by providing immediate access to insightful reports directly from the current context.

Users can now export reports in various file formats, allowing for greater flexibility in sharing and offline usage. This feature enhances the ability to save and distribute insights directly from the platform.

Key Highlights:

• Multiple File Formats: Export reports as PDF, PNG, or JPG to suit your specific needs.

• Customizable Layout: Choose page orientation (Portrait or Landscape) and include or exclude headers and footers for a professional presentation.

• Theme Options: Select from available themes to match your branding or visualization preferences.

• Effortless Access: Quickly download reports with a few clicks for seamless integration into presentations, emails, or offline reviews.

This feature ensures users can take their data with them, making insights portable and shareable across different channels.

We’ve introduced a new empty state design for both dashboards and reports, providing users with clear guidance when no widgets or data have been configured yet.

Key Highlights:

• Unified Experience: The empty state applies to both dashboards and reports, offering consistent guidance across the platform.

• Helpful Instructions: Users are provided with clear prompts to add widgets, along with links to helpful resources for support.

• Streamlined Actions: Features a prominently placed Add New button, making it easier to start configuring widgets or adding data.

• Engaging Visuals: A clean, visually engaging layout ensures a welcoming and intuitive experience for users.

This enhancement simplifies the process of getting started with new dashboards and reports, ensuring users can quickly move from an empty state to fully configured, actionable insights.

Users can now define and customize headers and footers for printed, emailed, and exported reports, ensuring that reports are tailored to their organization's branding and informational requirements.

Key Highlights:

• Global Configuration: Easily set a default header and footer layout from the Global System Settings.

• Dynamic Elements: Include dynamic placeholders such as logos, user names, report titles, page numbers, and current dates.

• Flexible Design: Define templates with tailored text, branding elements, and metadata for consistent formatting across reports.

• Multi-Use Support: Apply headers and footers seamlessly across different report distribution methods: printing, emailing, or exporting.

This enhancement empowers organizations to present reports professionally while aligning them with internal and external branding needs.

Previously, users could only adjust existing reports to meet their needs. With this update, users can now create their own dashboards and reports directly from the business application, providing a new level of flexibility and personalization.

Key Highlights:

• Full Report Creation: Move beyond adjusting existing reports—start building new dashboards and reports from scratch.

• Integrated Experience: Create reports directly within the business application without needing external tools.

• Enhanced Flexibility: Tailor dashboards and reports to match specific business processes and requirements.

This feature transforms reporting capabilities, allowing users to generate insights that are fully aligned with their unique workflows and objectives.

The Data Query List and Dataset View List widgets provide flexible and customizable ways to display tabular data within dashboards.

• Data Query List: Leverages a Data Query to dynamically fetch and display records based on predefined or custom filtering and sorting rules.

• Dataset View List: Operates similarly but utilizes a Dataset View, enabling advanced data visualizations with predefined datasets.

Key Features:

1. Customizable Columns: Easily configure which columns to display, including title, record ID, and additional metadata.

2. Dynamic Filters: Apply custom filters to refine the data shown in real time.

3. Drill-Down Capabilities: Enable deep linking to detailed reports or other datasets for further analysis.

4. User-Friendly Configuration: An intuitive setup panel allows for quick adjustments without coding.

5. Visual Consistency: Both widgets adopt a sleek, modern UI design for seamless integration into dashboards.

These widgets empower users to tailor data displays to their specific needs, enhancing the utility of dashboards for monitoring, reporting, and decision-making.

We are excited to introduce a brand-new Automatic Filtering Panel feature designed to make report filtering faster, easier, and more intuitive. This enhancement enables users to effortlessly interact with their data by dynamically generating filters based on the configured widgets in a dashboard. Whether you're managing incidents, analyzing trends, or reviewing service performance, this feature ensures you have the tools to find the information you need quickly and efficiently.

Key Features of the Automatic Filtering Panel

• Dynamic Filter Generation: Filters are automatically generated based on the "Interactive Filters" defined in the widgets. There’s no manual setup required – filters are ready to use as soon as the dashboard loads.

• Smart Filter Controls: The type of filter (e.g., dropdown or text input) is automatically determined by the Report Filter Type, providing the most suitable control for each field.

• Collapsible Filter Panel: The filter panel is fully expandable and collapsible. When collapsed, it shows only the currently applied filters as a concise text summary for a cleaner view.

• Keyword Search: A universal keyword search filter is always included by default, allowing you to refine your data even further.

• Applied Filters at a Glance: Active filters are clearly displayed at the top of the dashboard, giving you immediate visibility into the criteria shaping your data view.

• Real-Time Data Filtering: Selecting or modifying filters dynamically updates the data across all widgets on the dashboard, providing instant insights based on your preferences.

How It Benefits You

This update simplifies how you interact with reports, reducing the time and effort needed to find the data that matters most. By automatically generating filters and aligning them with your configured widgets, this feature eliminates the need for manual customization while offering a seamless and consistent experience. Whether you’re a data analyst or a service desk agent, the Automatic Filtering Panel empowers you to make data-driven decisions with ease.

Improved clarity for closing the search results panel with ESC key.

• Visual and screen reader hints ensure better discoverability.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

Enhancing Inclusivity for End Users with Screen Readers

We’ve made significant improvements to ensure a seamless shopping experience in the Self Service Portal for users requiring accessibility support. With this feature, end users can now easily navigate, search, and request services using the JAWS screen reader.

Key Benefits:

• Improved Navigation: Users with visual impairments can seamlessly browse services and interact with the shopping catalog.

• Enhanced Searchability: JAWS ensures that users can quickly find services they need using screen reader-compatible labels and descriptions.

• Simplified Service Requests: Accessibility enhancements allow smooth interaction with shopping cart functions, ensuring equal access to service requests.

• Transparency of Required Fields: Service forms clearly communicate mandatory fields, ensuring that users are fully informed about required input when filling out requests.

• Support for Custom Service Forms: Custom service request forms are fully accessible, ensuring compatibility with screen readers and enabling users to input necessary details effortlessly.

• Supported Wizards: Common shopping wizards, such as Service Selection, Shopping Cart Checkout, and Order Summary, are now fully compatible with the JAWS screen reader, ensuring all key actions are accessible.

This improvement ensures that everyone, regardless of ability, can efficiently utilize the Self Service Portal to fulfill their needs with clarity and confidence.

Notifications are now fully accessible, with appropriate ARIA tags and focus management.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

Correct Labels and Structure

• Language inconsistencies in “Recent” and “Favorites” tabs have been resolved.

• Labels are now fully localized.

Enhanced Section Behavior

• Items in the Recent/Favorites tabs now open as inline sections instead of dialogs.

• Sections include:

  • Header title

  • Close button (focus moves here upon opening).

  • Contents are displayed without hiding the rest of the page.

• Page title (document.title) dynamically reflects the opened section.

Improved Focus Management

• Focus moves seamlessly to the “Close” button upon opening an item.

• The user can easily exit the section while maintaining page contex

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

Basic ARIA tags can now be added when designing custom layouts.

Roles, labels, and focus states are accessible for assistive technologies.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

The “Keyboard Shortcuts” menu is now announced properly to screen readers.

The menu content has been restructured to ensure JAWS compatibility, resolving issues with overlays.

Shortcut behaviors are now localized and aligned with expectations.

Overridden shortcuts (e.g., ?) are resolved to avoid conflicts.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

• Navigation Menu Restructure
  The navigation menu has been redesigned as a structured list (<ul>) for better screen reader compatibility.

  • Menu elements are now interpreted as list items (<li>), with expandable sections functioning as buttons.

  • Expandable buttons include clear states: "Example button closed" (collapsed) or "Example button open" (expanded).

  • Users can navigate the menu seamlessly with arrows instead of hybrid navigation.

  • Non-expandable menu elements are treated as links, ensuring clarity and consistency.

• Switch to Another Application Button

  • The “Switch to another application” button is redesigned for accessibility.

  • Screen readers now announce its state: "Applications button closed" or "Applications button open".

  • Upon interaction, a list of available applications expands, with the currently active option announced as selected.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

Better accessibility for global search functionalities across the platform.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

All wizards (e.g., Service Selection, Shopping Cart Checkout, Order Summary) are fully accessible.

Required fields in custom service forms are transparently communicated.

Focus management ensures smooth wizard navigation for screen readers

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

Improved Regions and Headers

• Enhanced document structure for the ESM Platform (DWP) ensures better scanning for screen readers like JAWS.

• Support for navigating key regions using R (Regions) or H (Headings) hotkeys.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

Users can now reach the Attachments section with keyboard arrows.

File upload functionality within dialogs is accessible and seamless.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

Clear guidance is provided to users for accessing Online Help while working with JAWS.

Configurable URLs for Accessibility Help allow custom links per language via:
Administration → Localization → shell.mx-shell-toolbar.ariaHelpLinkUri.

These improvements collectively ensure that the platform provides a fully accessible experience for all users, enabling seamless navigation, interaction, and task execution with screen readers like JAWS.

Enhance chart clarity with immediate data labels displayed on Pie and Donut widgets. No need to interact with sections – values are visible at a glance.

Customize data formats to match your requirements for better precision and readability.

We've enhanced the Reply functionality for Journal entries in the Service Desk module. Agents can now seamlessly reply to any Journal entry using a dedicated Reply button. This triggers the Send Email action, automatically quoting the selected Journal entry to maintain context for the recipient. Additionally, the email signature is now positioned right after the agent's reply and above the quoted content, ensuring a professional and organized email structure.

Key Benefits:

• Streamlined Workflow: Avoid tedious copy-pasting; quoted Journal entries are included automatically.

• Improved Signature Placement: Signatures appear directly under the agent's response for better clarity and professionalism.

• Enhanced Usability: Simplifies email communication with end users by maintaining the context of the conversation.

Update Note:
While similar functionality existed in the Marketplace, this enhancement now works with the latest UI and addresses the issue of misplaced signatures by positioning them appropriately.

The Quick Links widget in New Dashboards now supports passing predefined values to dialogs when they are opened. For example, when creating a new ticket using a Quick Link, parameters like Category, Summary, or other fields can be pre-filled by defining values in JSON format.

Key Enhancements:

• Pre-filled Fields: Automatically populate dialog fields with specified values, saving time and reducing manual input.

• Customizable Parameters: Use JSON to define multiple field values, ensuring flexibility for various use cases.

• Improved Efficiency: Streamline common workflows, such as creating tickets or tasks, by pre-defining frequently used data.

Key Benefits:

• Enhanced Productivity: Reduces repetitive data entry for end users.

• Consistent Data Entry: Ensures predefined values are accurate and aligned with organizational requirements.

• Time-Saving: Enables faster execution of common tasks, improving overall efficiency.

This update simplifies interactions with dialogs and empowers users to optimize their workflows directly from dashboards.

The Global Search functionality has been significantly enhanced to improve performance and user experience. Search results are now grouped by Configuration Item Types, instead of relying on the Dataset View, offering faster and more intuitive results.

Key Enhancements:

1. Faster Performance: Optimized search logic ensures results load much quicker, even for large datasets with thousands of assets.

2. Categorization by Types: Results are grouped by Configuration Item Types, and available types are displayed as chips for easy selection.

3. Interactive Search Context: Ensures that the correct security filters are applied, providing users with relevant, secure results based on their access permissions.

4. Improved Visual Clarity: Type icons are displayed in the search categories for better usability and intuitive navigation.

Key Benefits:

• Reduced Load Times: Improved query execution ensures search results are delivered in seconds, regardless of dataset size.

• Better User Experience: Grouping results by item types helps users find what they need faster and with less effort.

• Enhanced Intuitiveness: Visual alignment of icons with categories makes it easier to recognize and classify search results.

This update significantly enhances the usability of Global Search, making it faster, more intuitive, and more visually accessible.

A new addition to the Operational Efficiency report is the Number of Activities per Location metric. This feature tracks and visualizes the volume of activities (e.g., tasks, incidents, tickets) handled at different locations over the last 30 days, supporting better resource allocation and operational planning.

The enhanced Operational Efficiency report now tracks the Number of Activities per Department over the last 30 days. This metric helps teams identify activity distribution across departments, offering actionable insights for workload management and optimization.

Streamline service requests for groups of users with multi-recipient support.

Managing multiple service requests for a team or group can be cumbersome when each request needs to be handled individually. With the Multi-Recipient Order feature in the Self Service Portal and Service Catalog, you can now streamline this process by selecting multiple users when placing an order.

• Simplified Ordering: Add services to the shopping cart and assign them to several recipients simultaneously.

• Automated Process: Upon order creation, individual bookings and corresponding orders are generated for each selected recipient.

• Managerial Control: Service Catalog Managers can configure permissions to determine who can request services on behalf of others using 4 predefined options:

  1. Role managers can order for members of their managed role.

  2. Location principals or delegates can order for members of managed locations, including child locations.

  3. Organizational unit managers or delegates can order for members of their organizational units, including child units.

  4. Cost center decision-makers or delegates can order for members of managed cost centers, including child cost centers.
     Additionally, flexible ASQL-based conditions allow for custom criteria to fine-tune these permissions.

• Example Use Case: A manager purchasing the same device for all their subordinates can now complete the process in a single order instead of creating multiple requests.

This feature eliminates redundant steps, reduces manual effort, and ensures a smoother, more efficient service request process for teams and organizations.

This feature allows you to transform multiple tickets into either Incidents or Service Requests all at once, saving you time and effort. Instead of handling each ticket individually, agents can now select multiple tickets related to the same topic and process them together, ensuring efficiency and consistency in ticket management.

With this improvement, managing a high volume of similar tickets becomes seamless, empowering agents to focus on resolution rather than repetitive actions.

The Global Search feature has been updated to improve user experience and accessibility. Search now reacts to inputs starting with just 2 characters, enabling users to quickly find relevant results for short terms like "AI" or acronyms.

Key Benefits:

• Faster Search: Quickly retrieve results with minimal typing.

• Improved Precision: Locate specific items or terms with shorter keywords.

• User Convenience: Makes it easier to find relevant Knowledge Articles, Services, or Tickets with concise queries.

This enhancement ensures that users can find what they need more efficiently, especially for commonly used abbreviations or short search terms.

The Filter Panel in the Service Desk now allows users to reorder filters. A new Position property has been added to the filter edit form, enabling users to define the order of filters within the panel.

Key Benefits:

• Customized Organization: Users can arrange filters in the most logical or frequently used order for their tasks.

• Improved Efficiency: Streamline navigation and access to the most important filters at the top.

• Enhanced Usability: Simplifies managing and editing filters directly in the panel.

We’ve introduced ASQL Expression Filtering as a modern replacement for OLEDB SQL Expressions in the GDIE (Generic Data Import Engine). This enhancement streamlines filtering for Text and Excel data sources during Import Definition authoring and execution.

Key Highlights:

1. ASQL Expression Support:

   • A new filtering capability allows the use of ASQL Expressions for Text and Excel data sources.

   • ASQL filtering improves flexibility, aligns with modern system standards, and replaces legacy OLEDB SQL Filtering.

2. Changes to “Excel 97-2003” Data Source Type:

   • The "Excel 97" data source type is now hidden and unavailable for creating new Import Definitions.

   • Existing Import Definitions using "Excel 97" will remain fully functional.

   • All out-of-the-box Import Definitions have been migrated to the "Excel" data source type.

3. Limited Use of Microsoft Access Database Engine:

   • Continued support for "Access Database Engine" applies only to existing Import Definitions using OLEDB SQL Filters for:

     • "Excel"

     • "Excel 97"

     • "Text"

   • New Import Definitions cannot use OLEDB SQL Filtering; users are encouraged to migrate to ASQL Expressions.

4. Migration Guidance:

   • Existing Import Definitions relying on OLEDB SQL Expressions will remain functional.

   • These definitions will be highlighted in the system with a recommendation to migrate to the new ASQL Expression Filtering capability.

Benefits:

• Simplifies and modernizes filtering for GDIE data sources.

• Reduces reliance on the legacy Microsoft Access Database Engine.

• Ensures compatibility with modern data handling standards.

This update future-proofs Import Definitions and provides a smoother, more efficient experience for managing source data.

Access a broader range of APIs to streamline operations, automate tasks, and enhance system integrations.

We’ve grouped the newly introduced public API endpoints by functionality for better clarity and ease of use. These endpoints allow seamless access to key operations like file storage, order management, service bookings, and workspace customization.

1. File Storage APIs

Perform tasks related to file management, such as uploading, downloading, and handling metadata.
Examples:

• api/fileStorage/{fileId:Guid} – Download a file by its unique ID.

• api/fileStorage/{fileId:Guid}/inline – Download a file inline for quick access.

• api/fileStorage/GetUploadUrl – Retrieve an upload URL for files.

• api/fileStorage/Upload – Upload a file to the system.

• api/commonStorage/files/{objectId:Guid} – Fetch file information.

• api/commonStorage/SaveFileInfo – Save file metadata.

• api/commonStorage/Delete – Delete a file using its unique ID.

• api/commonStorage/Comment/{uniqueField:Guid} – Add or retrieve comments on a file.

• api/commonStorage/DownloadFiles – Bulk download files.

• api/commonStorage/count/{objectId:Guid} – Count files tied to an object.

2. Order Management APIs

Streamline order-related operations, including creating, withdrawing, and deciding orders.
Examples:

• api/orders/{orderId} – Retrieve order details for a specific order.

• api/orders/{orderObjectId}/withdraw – Withdraw an order.

• api/orders/createAdjustment – Create an adjustment order.

• api/orders/createRepair – Repair an order.

• api/orders/ – Fetch all orders.

• api/orders/{orderObjectId}/accept – Accept an order.

• api/orders/createUninstall – Create an uninstall order.

• api/orders/{orderObjectId}/remind – Send a reminder for an order.

• api/orders/createFromCart – Generate orders from a shopping cart.

• api/orders/decideOrdersOrBookings – Decide on pending orders or bookings.

3. Service Bookings APIs

Handle service bookings with actions like retrieving, canceling, or managing bookings.
Examples:

• api/servicebookings/Cancel – Cancel service bookings.

• api/servicebookings/{id} – Retrieve specific booking details.

• api/servicebookings/ – Fetch all service bookings.

• api/servicebookings/GetServiceBookingDetails – Get detailed information for service bookings.

4. Import and Workspace APIs

Automate workflows and optimize workspace performance.
Examples:

• api/importdata/executeImportDefinitionForWorkflow – Execute import definitions for workflow automation.

• api/customWorkspace/cache/clear – Clear workspace cache to improve performance.

5. Audience APIs

Manage audience information, including retrieval and updates.
Examples:

• api/audience/Get – Retrieve audience details.

• api/audience/Update – Update audience data.

Summary

With these grouped public API endpoints, developers and administrators can:

• Automate file management, from upload to deletion.

• Manage and streamline order workflows, such as creating and deciding orders.

• Enhance service bookings with advanced control and retrieval options.

• Execute automated data imports and improve workspace performance.

• Access and manage audience information seamlessly.

These APIs provide greater flexibility, enabling faster integration and optimized automation for your business processes.

This feature enhances Global Search with greater configurability, enabling administrators to tailor search behavior for improved performance and relevance.

Key Highlights:

1. Hide "All" Category by Default:

   • In the standard configuration, the "All" search category is hidden to optimize search relevance and system performance.

   • Administrators can re-enable the "All" option using a Global System Setting, but this may impact search performance negatively.

2. Preselect Default Search Category:

   • A new setting allows administrators to configure a default search category (Type) for Global Search.

   • If no default is defined and "All" is hidden, all available filters will be activated for users automatically.

3. Search Context per Application:

   • The default search behavior is optimized based on application context:

     • Self-Service Portal (SSP): Knowledge Base, Services, Service Sets, Service Groups, and Service Bundles.

     • Service Desk: Tickets, Incidents, Service Requests, Tasks, Knowledge Base, and Problems.

     • Service Catalog: Services, Service Sets, Service Groups, and Service Bundles.

     • Master Data: Organizational Units, Locations, Cost Centers, Persons, and Accounts.

     • Assets: Computers.

     • Licenses: Licenses.

     • Contracts: Contracts and Master Contracts.

     • Administration: Layouts, Data Queries, APIs, Service Connections, Tenants, and other administrative data.

4. Dataset View Integration:

   • A new checkbox setting in Dataset Views allows administrators to activate specific search contexts by default.

Benefits:

• Improved search performance and relevance by limiting unnecessary queries.

• Provides a cleaner user experience with predefined search filters per application.

• Ensures administrators have full control over search settings to meet specific organizational needs.

This feature ensures that Global Search delivers faster, more relevant results while providing flexibility for administrators to optimize search behavior.

with All category active:

Without All

Configuration

Activatation in search by default

The Consumption report has been extended with a new chart: Employees with the Largest Expenses. This addition provides valuable insights into the individuals incurring the highest costs within your organization. By visualizing the expense distribution, this enhancement enables:

• Cost Transparency: Quickly identify employees with the largest expenses to support budget management and accountability.

• Resource Allocation Insights: Understand how costs correlate with service consumption patterns for more effective resource planning.

• Improved Financial Oversight: Detect high-expense trends and adjust policies or strategies to align with organizational goals.

This new chart seamlessly integrates into the existing Consumption report, further enriching the insights available to users.

The Operational Efficiency report now includes Customer Satisfaction (CSAT) as a key operational metric. This allows you to track the CSAT scores for both Incidents and Service Requests, enabling a better understanding of user satisfaction levels with resolved tickets.

The Operational Efficiency report has been extended to include the Average Tickets Closed per Agent metric. This provides insights into agent productivity by measuring the average number of tickets successfully resolved within a given time frame.

We have implemented multiple optimizations to enhance overall application performance and ensure a faster, smoother user experience across the platform. These improvements include caching, query optimization, and logon enhancements.

Key Highlights:

1. SQL Data Query Caching:

   • Enabled caching for the old ITSM SQL dashboards to reduce database load and improve dashboard load times.

2. Query Result Limitation:

   • Added a maximum records limit for results returned by the Data Query API, ensuring better performance and preventing excessive data retrieval.

3. SQL Query Timeout:

   • Introduced a timeout mechanism for SQL Data Queries to avoid prolonged query execution and ensure system responsiveness.

4. Optimized Logon Performance:

   • Added database indexes to speed up logon processes and reduce latency for user authentication.

5. UUX Recent Views:

   • Improved the handling of Recent Views in UUX, optimizing their performance and retrieval.

Benefits:

• Faster application loading times.

• Improved responsiveness for data queries and reduced risk of system overload.

• Optimized logon processes for a quicker user experience.

• Better resource management with query result limits and timeouts.

These enhancements ensure the platform operates efficiently, delivering a smoother experience for end users and administrators.