What’s new? v4.108 — A real IT service desk

Tickets measures the SLA in business hours and warns before it breaches, tells incidents, requests, problems and changes apart, and the inventory gets a CMDB. Also, the minutes now read the version you just uploaded.

v4.108.1 — The minutes read what you just uploaded

A transcript created blank and completed later by uploading the file as a new version had one more trap: if you asked for the minutes within the next minute, the text of that version wasn’t ready yet and the composer read the previous version, which was sometimes just the title. The minutes came out neatly structured but empty, with everything “to be confirmed”. Now the text of the new version is read on the spot and is ready as soon as it is uploaded.

And a reminder: the window showing the progress percentage can be closed safely; the document keeps being generated and the notice arrives in the bell.

v4.108.0 — A real IT service desk

SLA in business hours

Tickets already had queues and an SLA, but the SLA counted wall-clock hours: a ticket waiting on the customer all weekend woke up overdue, and when it breached it told no one. Now commitments are measured in business hours, with Mexican holidays, at three points —first response, update and resolution— and the clock stops while the ticket waits on the customer. When something is about to breach or breaches, it notifies the assignee and the queue leads in a single notice with the list, and a report shows how well commitments are met.

ITIL types, rules and catalog

Tickets now distinguish incidents, requests, problems and changes, each with its own states; a change goes through approval before it is implemented and a calendar shows what will be touched and when. You can link and merge duplicate tickets, write rules that classify and assign on their own (testing them before turning them on), and offer a service catalog with forms, also to customers from the portal.

Two fixes on the same train

The assistant read the first version of a document: a transcript created blank and completed later as a new version was reduced, for the AI, to its title, and there was no way to get minutes from it. And when you picked a prompt in “Analyze with AI” the text sat in the box waiting for someone to press Send; now it is sent automatically, and the AI takes from the document the data the prompt asks for instead of asking for it.

CMDB in the inventory

Assets are related to each other and to business services, so when a server fails you can see which services go down with it, and the ticket says so and suggests raising the priority. Updating changes no deadline and sends no notice: all of this is turned on from Settings.

tickets SLA ITIL inventory CMDB release

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