Servicely Platform Update: What's New In Version 1.10

Servicely Version 1.10 is here! We’re excited to bring a suite of new features and enhancements that are designed to improve performance and increase the productivity of your service teams.

Below, we’ve included some key highlights from v1.10 of Servicely. For the full details of this update, please refer to the official release notes here.

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More Powerful Notifications

Notifications are essential for good communication in your IT Service Management or Enterprise Service Management processes. Timely notifications to end-users preferred communication channel speeds up resolution time and overall satisfaction with your communications.

The Servicely notification engine has been updated to support a wider range of multi-channel communications and the utilisation of templates out of the box. These changes include:

• Simultaneous notifications across multiple channels
• Notification templates – the ability to create templates used across multiple channels is live, including the ability to accept contextual script inputs
• Users have full notification control settings
• Microsoft Teams and WhatsApp notifications are supported out of the box

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Upgraded Microsoft Teams Notifications Functionality

In addition to the upgrades to the Notification Engine, Microsoft Teams has received some enhanced functionality:

• Comments and replies can be left on notifications and are logged against the ticket
• Users can approve or reject approval requests natively in Teams

Learn more about utilising Microsoft Teams with Servicely.

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Manage Multi-Step Processes With Checklists

Not many incidents or request involve just a single step to resolve or fulfil them, and keeping track of where you’re up to in a ticket can be tricky. So that your agents can better manage tickets with multiple steps to be completed, checklists can be set up and use to manage these steps with ease.

Checklists can be utilised across all ticket records, and include a range of interactions within the platform:

• Automatically assign a checklist template and its items to a record upon meeting a condition (e.g. classification or category)
• Manually add checklist items, even to records with an automatically assigned checklist
• Trigger automated actions or workflows from the completion of checklist items or an entire checklist
• Create subtasks against checklists
• Checklist updates logged into activity log

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Timecard Enhancements

The Time Tracking and timecard capabilities in Servicely have been enhanced to provide calendar and timeline views, enabling an easy-to-understand visual UI. Key highlights of this enhancement include:

• View one or multiple users time entries in a calendar or timeline view
• Create and modify time cards directly in the calendar or timeline view
• Overlay other record types in the same schedule view

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Enhanced Multi-Tenancy Support

Servicely customers utilising the platform’s native multi-tenancy capabilities now support enhanced functionality when using Microsoft Entra ID:

• Multiple SCIM Support – multiple SCIM configuration records can be configured, one for each Entra ID tenant.
• Multiple SSO Support
  
  • A single SSO can be configured for all tenancies it manages
  • Enables assignment of one identity provider to a user in situations where you have multiple identity providers in the system

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Easier Ticket Management

We’re always working on ways to improve the way that service agents manage their tickets within Servicely to ensure faster and more productive service delivery. Version 1.10 includes two key enhancements for ticket management.

User Presence

From any record within Servicely, you’ll be able to see other users who are currently viewing the same record in real time. The user presence is dynamically updated as other users come to view or leave the record.

Add Related Records in Bulk

When relating a record to another using a multiple reference field, you can now add related records in bulk by selecting these and adding them all at once.

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A range of minor enhancements and fixes

In addition to the major feature enhancements, we’ve included a wide range of minor enhancements and fixes in Version 1.10, including:

• Increased speed of loading and saving records
• Enhanced personalisation of UI based on user
• Updates to Knowledge Management functionality
• Reports and dashboard updates
• Configuration Management Database (CMDB) updates
• UI / UX improvements

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Onwards and Upwards

We can’t wait to see the impact that the enhancements in Servicely v1.10 has for our customers’ service management processes. If you’d like to learn more, view the full release notes here or contact our team here.

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