V13.5 Highlights. What s new in Richmond ServiceDesk V13.5?

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Lewis Theodore Booker
5 years ago
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With access via desktop and mobile applications, Richmond v13.5 delivers a highly-innovative customer support solution underpinned by fully-featured, ITIL service and asset management technology.

New Incident List Dashboard Panels A new control has been added to the Customer Service Portal (CSP) page designer, which allows Specialists to define views that show enduser customers numerical data

Incident List Panels allow users to be presented with definable incident counts at any point in a workflow, which means that a user can be advised of the status of any service, category or device

1 V13.5 Highlights What s new in? Richmond ServiceDesk v13.5 incorporates many new features including new Customer Portal Activity Analysis, Customer Portal Dashboard Panels, Module for Specialist Mobile Client and Improved System Security. With access via desktop and mobile applications, Richmond v13.5 delivers a highly-innovative customer support solution underpinned by fully-featured, ITIL service and asset management technology. This document highlights some of the main features in V13.5. To upgrade, please visit the Upgrade Centre on the Richmond Support+ Customer Portal. New Incident List Dashboard Panels A new control has been added to the Customer Service Portal (CSP) page designer, which allows Specialists to define views that show enduser customers numerical data about Incidents. This powerful new feature allows end-users to be presented with dashboard-style statistics that informs them of the service desk status. Incident List Panels allow users to be presented with definable incident counts at any point in a workflow, which means that a user can be advised of the status of any service, category or device that they are reporting or enquiring about. In addition to presenting statistical information, panels can be drillthrough enabled to show the underlying incidents in a list. Lists can show any incident fields and can easily be grouped, searched, sorted and exported by the CSP user. The new Incident List Panel control significantly enhances the ability to use the CSP to present statistics using easy to configure panels with counts of incidents based on pre-defined criteria. The flexibility of being able to present statistics on any page and in response to any user action allows the service desk to automatically target users with incident status information that will help them understand the status of services and infrastructure.

New Customer Portal Activity Analysis As well as capturing the customer s journey when logging an incident or service request, ServiceDesk now captures the portal session information, which means you

This information is vital in establishing the reach and take-up of your on-line support services and can be used to drive awareness campaigns for those customers who need a little more encouragement

2 New Customer Portal Activity Analysis As well as capturing the customer s journey when logging an incident or service request, ServiceDesk now captures the portal session information, which means you can view and analyse customer visits to the support portal, what they did whilst they were there and what incidents they logged. This information is vital in establishing the reach and take-up of your on-line support services and can be used to drive awareness campaigns for those customers who need a little more encouragement to use the portal, as well as rewarding those that do! CSP User activity information is accessed through a new Portal Menu option called CSP User logins. This screen displays a list that shows the CSP user login details, including: User ID, name, parent item, login & logout date, customer s IP address and the duration of the session. The list shows the incidents or service requests that users have logged during a CSP session and a context menu option allows the incident record(s) to be previewed. The CSP login list can be filtered, grouped, sorted and exported, making the information widely accessible to all who need it. New Module for Specialist Mobile Client A new module has been added to the mobile client, which allows Specialists to directly from incident records. The edit/update incident wizard automatically includes an option to from the incident without having to open the record. A new icon at the top right of the screen allows s to be composed or sent at any time. The Mobile Client has a number of features including: Multiple sender profiles Quick select recipients including user, agent, manager, supplier and ad hoc recipient. templates drafts

New System Security With this release, ServiceDesk s security has undergone a significant upgrade with new password lengths, new password strength requirements and improvements to the method and

3 New System Security With this release, ServiceDesk s security has undergone a significant upgrade with new password lengths, new password strength requirements and improvements to the method and security requirements governing how Richmond is accessed. Specialist logins to the Setup Console administration module do not now require an SQL account, and as a result, an SQL Sys Admin account is no longer required to login to the Setup Console. With the improvements in login access it is now possible to nominate Specialist accounts to have Setup console rights. In addition, the Escalation Service has been updated so it no longer connects using the RichSA account, which means that DBAs can now completely remove, or disable, the RichSA account if required. New Short-Cuts for Workflow Design There are a set of new short-cuts within Workflow Lists, Planners and Pages that make it quicker and easier to navigate between these sections when reviewing or editing workflow designs. In addition, there is a new option that allows the homepage to be edited from workflow list, which makes it quicker to get to the homepage, which is typically the first page you want to go to when editing or checking. New Recent history links to quickly access Workflow Pages There is a new area called Workflow pages within the recent section in the Specialist Accordion panel. This makes it much easier to see and open the actual workflow pages that you have recently been working on. This feature is in addition to the quick links for recent edited or viewed Workflows. New Workflow Planner Visibility Indicators There are new hidden ( )and visible ( ) icons to show the visibility status of CSP panels, which makes it easier when reviewing CSP page flow and design. New CSP Hyperlink Options A new option has been added to hyperlink controls that define if the hyperlink opens in a new tab or the current tab. This is a useful feature for controlling the paths taken by users as they navigate through the portal. For example, where the destination of a hyperlink is outside of the portal, such as an intranet, SharePoint or external web page, then typically this would be set to open in a new

4 tab, whereas a link that jumps to an Add Change Request would most likely be better shown in the same tab. New CSP Incident List Export Customers viewing incident lists on the CSP can export the on-screen results using new export button on CSP Incident list screen, which allows customers to generate Excel spreadsheet lists of incidents they are allowed to view. The ServiceDesk retains control over what customer can view on the portal; within these limits customers can pick the incident list columns they want to see on screen. Customers can also group fields and apply sorting and filtering. New Specialist Mobile Client Action and Activity Count The Specialist mobile client now shows a count of Actions & Activities on the Edit screen, which makes it easier for users to see at a glance whether Actions have been carried out or Activities are planned without having to drill down further into the incident record. New Mobile Specialist Client General Information Layout The mobile Specialist client General Information screen design has been improved and now makes optimal use of available screen space without cluttering the screen. This means that more information is visible when viewing incidents on a smartphone.

5 New Mobile Client Date Format Layout The Incident logged date format on the Specialist mobile client incident list now changes from day/month for the current year to dd/mm/yyyy for the previous year(s), making it easier to visualise the age of an incident when the list is not sorted by date. For example, in January it is likely that an incident list includes incidents from December of the preceding year; this new format makes it easier to distinguish between old and new. New Mobile Client Custom Incident Field The custom incident field has been added to the Specialist mobile client. The custom field allows users to record key additional information, for example, an external reference number. New Group Notification on Reassign The Incident Reassign function now has an option to automatically notify the entire group of the reassigned Specialist. This significantly improves visibility of reassignment, for example, the whole team can be alerted when an unassigned incident is assigned to a nominated Specialist. And more For a complete list of features, enhancements and program fixes, please refer to the Change Log in the Documentation Centre on the Richmond Support+ Customer Portal.

V12 Highlights. What s new in Richmond ServiceDesk V12?

V12 Highlights. What s new in Richmond ServiceDesk V12? V12 Highlights What s new in? Richmond ServiceDesk v12 incorporates many new features including a new Report Generator, a new CSP Homepage Designer, a new CSP Menu Designer, a new CSP Panels and new CSP