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Release 2.6

ServicePlaza Release Notes published: August 2023.

Intro

This release note is intended to assist our customers' service personnel with the installation, operation and maintenance of the product discussed here.

Disclaimer

All texts and illustrations have been prepared with the utmost care, but any errors cannot be ruled out. Damovo's liability, regardless of the legal grounds, for damages or consequential damages that may arise from the use of the information given in this document is excluded.

The document is protected by copyright. The disclosure and publication of this document is not permitted without the express written permission of Damovo. Violations oblige the customer to pay damages. All rights reserved in the event of patent grant or CTM registration.

The software and hardware designations used in this document are in most cases also registered trademarks and as such are subject to the statutory provisions.

Please read the "Release Notes" carefully, as they contain important information and additions for you. The statements in the "Release Notes" take precedence over the manuals.

Before you start installing or using it, be sure to read the information in the current version of the release notes.

Requirements

Resources

No change in resource requirements.

Browser Support

The following browsers are supported with the microservice versions used:

Browsers:

  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Apple Safari

For all browsers, only the desktop version (Windows / MAC) is supported, the mobile versions of the browsers have not been tested.

Explanation of version support:

The web frameworks used by ServicePlaza each support the latest version provided by the browser manufacturer. Furthermore, the respective previous version is supported.

Example:
Google Chrome in version 87 is the current version. In this case, version 87 and version 86 are supported.

Changes

New Features

Dashboard & Widgets

Administrative and user customizable Dashboards are introduced into ServicePlaza. Users and administrators are now able to create Dashboards into ServicePlaza. Every dashboard may consist of one or many widgets.

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A widget will have a certain function, like provide a button with a link or may provide an overview of other information. Widgets are provided from the corresponding service(s), like Helpdesk and can be customized, if available in the settings from an administrator.

Helpdesk

ServicePlaza now introduced the first version of Helpdesk. Helpdesk will allow to route service requests and incidents to the internal Helpdesk system.

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The Helpdesk provides the ability to create multiple queues, sort tickets and align them into the right team.

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SLAs will be applied to the tickets, depending on the catalog configuration and configured resolution times.

SLA Improvements

The SLA section has been improved to reflect the requirements for Helpdesk.

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Administrators are now able to assign a schedule and set response time, update time and resolution times depending on the tickets priority.

LDAP Filtering

In system settings / user configuration you are now able to specify an LDAP filter to limit the LDAP synchronization of users within ServicePlaza.

ServicePlaza API Improvements

More API endpoints have been created to provide more interaction with ServicePlaza in a programmable way. Those APIs are:

General:

  • Read phone number by ID(GET)
  • Read phone number by number (GET)
  • Update phone number (PUT)

Inventory:

  • Read service-bookings (GET)
  • Create service-bookings (POST)
  • Update service-bookings (PUT)
  • Remove commercial assets (DELETE)

Request Routing of Catalog / Invoice items

To reflect the ServicePlaza Helpdesk the request routing has been expanded.

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Administrators can now use the following options to route requests:

  • External ticketing system
  • Automation
  • Intern (Helpdesk)
  • Jump to post-processing.

Using the flexible routing options will enable administrators to decide on a per item basis how to route specific requests.

Default Language configuration

Administrators in ServicePlaza can now choose which default language a user should be assigned for import/sync jobs if not specified by the synchronization itself.

Rights/ Roles Improvements

The rights and roles section has been refactored for better overview. Administrators in ServicePlaza can now also grant permissions to API functions.

Damovo Theme

ServicePlaza now provides the ability to use the Damovo colors in theme section.

Removed Features

  • None

Incompatibilities

  • See Existing Link-Widget in installation notes section.

Installation Notes

  • Update of ServicePlaza microservices
  • Restart of affected microservices
  • New configuration parameters to set (where needed):
    • Existing Link-Widgets in ServicePlaza must be recreated and assigned within global Dashboard.
    • Review updated SLA section and update configuration where needed.