Version 8.0.0.0

03/01/2019

The Sub-Request and Related Request functionalities were restructured to provide greater compliance with their assignments. The focus of this fix was to bring the functionalities closer to their proposal.

For further information, see [Relate Ticket][1] and [Register Sub-Request][2]

The synchronization for creating new Activities has changed in the business rule, that is because it is not possible to create an activity that does not have a link with the Business Service and Portfolio. Therefore, the web service designated for creation will open a ticket with the parameters in the initial configuration of the service.

The functionality of creating a new user, when the data synchronization is enabled, remains consistent.

Adjustments to avoid editing native expressions and expressions of the same name.

The quick access allows the user to find main processes through icons that help in the efficiency of fixing and viewing.

The users only see the icons of the processes that they have access to, with the exception of Simple, Knowledge Portal, Experience Center, and User Guide.

We created the possibility of configuring the functionality of email notification in the ticket delegation . For further information, see [Notification via E-mail of Ticket Delegated][3]

We created the possibility of configuring the functionality notification via email reclassification. For further information, see [Notification via email of reclassified ticket][4]

Version 8.0.0.0 of CITSmart has improvements in the change management process, bringing the agile world to manage the activities that should occur during the scope of the change.

Note: This functionality replaces the default flow parameters for usage of the change process, moreover, the change is necessary for this configuration.

For further information, see [Change Management][5]

In version 8.0.0.0 of CITSmart, the problem management process allows adding activities to assist in the management of teams during the root cause diagnosis.

Note: This functionality replaces the default flow parameters for usage of the problem process, moreover, the change is necessary for this configuration.

For further information, see [Problem Management][6]

The release process is more powerful in planning, testing, and approving, allowing the designation of activities and management at sight.

Note: This functionality replaces the default flow parameters for usage of the release process, moreover, the change is necessary for this configuration.

For further information, see [Release Management][7]

In version 8.0.0.0 CITSmart allows the evaluation and publication of written comments about knowledge.

For further information, see [Comments Review][8]

We innovate the way of access to the knowledge base for users who don't have login to the CITSmart tool.

In version 8.0.0.0 knowledge with permission of visualization can be accessed by the community in general, just have the link of access.

For further information, see Configure external access to the [Knowledge Portal][9]

We enhance the user experience by highlighting a dashboard that displays the number of configuration items by group, type, and agglutinated in the Incident, Change, and Release processes, leaving in sight possible CI's that will be changed or involved in some incident.

For further information, see [Configuration Item Management][10]

We simplified the use of ticket escalation rules, with a few steps, it will be possible to implement the rule that previously had numerous configurations.

Note: This functionality replaces the use of several escalation parameters, moreover, it is necessary to change for the effective use of the escalation rules.

For further information, see [Create escalation rule][11]

In version 8.0.0.0 of CITSmart, we included ticket approval through a new direct icon in the attendance list, it is not necessary to open the ticket to perform the attendance, we present the available information and the options configured to accept or refuse the call.

This functionality is available on Mobile SM and on the Service Portal.

For further information, see [Approve ticket][12]

We allow the automatic ticket list updating function to be enabled to refresh the list automatically from time to time.

For further information, see [Automatic Update of Ticket List][13]

The improvement of the occurrence registration allows the requester or technician to be notified via email. In addition to the permission to include activity execution time and keep the information confidential registered, so that only authorized technicians can see it.

For further information, see [Register ticket occurrence][14]

Simple was created with the purpose of bringing the concept of agile management to the tool. Independently or clustered in one of the Problem, Change and Release solutions, Simple allows you to reuse Sprints, share resources, send activities to other Sprints and manage at sight.

For further information, see [Simple][15]

We provide a specific area to improve the user experience. In this area will be allowed the presentation of services, information, and reports that come closest to the day-to-day use of the customer.

For further information, see [Experience Center][16]

From version 8.0.0.0, we have provided some quantitative reports of the main processes contained in CITSmart through our new BI platform.

For further information, see [Business Intelligence][17]

We have reformed the system audit to increase the agility and reliability of the audit research feature.

For further information, see [System Audit][18]

We have improved information security, implementing forms of password security for internal users.

For further information, see [Password Security Policy][19]

We delivered a new application that, in a robust way, allows the service field of technicians who are momentary without an internet connection.

The mobility experience goes beyond signature features and notes.

For further information, see [Mobile Field Service][20]

Still in the context of mobility, and no less robust, we improved the Mobile SM application, which has among other uses, the ability to sign, approve, and note.

For further information, see [Mobile CITSmart Experience application manual][21]

From version 1.2.3.0 of Neuro, it is possible to automatically create a CITSmart questionnaire from the Neuro business object register. The idea behind this innovation is to facilitate the extraction of responses from CITSmart questionnaires and to create reports in a simple way, with the help of the Smart Report.

The package of flows delivered to the processes of Problem, Change, and Release has been simplified, the products have been remodeled to adhere to the possibilities that the flow offers.

If the customer does not want to use the new flows, the latest version 7.1.0 will continue to work perfectly.