News in NSP 10.7.6.6801.2 (3/11/2020)

Email Configuration

Nlxid: REQ0004934, REQ0007003

Email sent to NSP is converted to a ticket. Email reaches NSP and ticket is created either address as defined in Email Account Configuration is inserted in fields To, Cc or Bcc. Additionally following rules to handle addresses in incoming email are used:

• Sender (From address) is inserted as Requester of the ticket.

• Users in To are inserted as CC in ticket (if not NSP address defined in Email Account Configuration).

• Users in Cc (Copy to) are inserted as CC in ticket (if not NSP address defined in Email Account Configuration).

• Users in Bcc (Secret copy) are ignored and not inserted in CC on ticket.

Changed comment logic

Nlxid: REQ0007061

New function in 10.7.6.5800.2:

Changed logic if ticket Requester is an Agent NSP user. If agent open ticket in NSP Agent Portal where he is Requester himself only public comment are shown (same logic as if ticket is opened on SSP). Exception is if Requester is member of the group the ticket is assigned to, then there is no limitation, agent can then see all comment flow, including internal comments. The exception is then valid also if Requester and Assignee is same user.

This changed logic is now from this version controlled by a system setting. The setting Hide internal comments if logged in Agent is ticket Requester in Function Global Settings must be enabled to get the comment logic described above. If setting is not enabled all comments will always be shown to agents, also if agent is Requester of the ticket.

Note that if agent has superadmin permissions this setting has no effect, superadmin user has full permissions to all functionality and data.

Global function setting

Comment options in tickets

Reset GDPR agreement

Nlxid: REQ0007115

First time a user logs in to NSP he/she has to approve the agreement. Agreement is shown in a text box on Self Service Portal and user has to confirm it before being allowed to move into the system. For Form level and Field level agreements user in similar way has to approve agreement first time he/she submits a ticket.

In forms to edit agreement a checkbox, Revoke existing agreement after save, has been added to revoke the existing agreement. The checkbox shall be enabled when you save changes in the agreement texts that needs to be approved by the users. If it is enabled all users again has to confirm the agreement next time they log in (or submit a ticket) to be able to use the system. This is valid for all agreement levels, General, Form level and Field level.

Multiple ticket update

In ticket lists in Dashboard and Views a checkbox column is inserted. If one or more tickets are marked in the checkboxes two links will be displayed at the top of the list, Edit and Add Comment. Edit opens a form where you can edit properties and save the changes in all marked tickets. In similar way Add Comment opens form where you can enter a comment and add it to all marked tickets.

Note: The multi update does not check if ticket is opened/locked by other agent. All selected properties will be overwritten for all chosen tickets.

Furthermore inserted property values are not checked for plausibility or allowance.

Use the function with carefulness and try to update tickets during time when system activity is low.

Permission to multiple update ticket functionality can be defined per role (In Roles & Permissions, Entity Actions tab, Ticket section. There are separate permission setting for Edit and Add Comment).

Note that those permission settings will be added as enabled for all existing roles when you upgrade your system. If you want this function to be available only for specific roles, there is a script developed to disable the settings for all roles. You can run the script and after that enable the permission for the selected roles. If you want to use this script, contact NSP Support (nspsupport@nilex.se).

Ticket multi update

Ticket Permissions

Improvements

Nilex Ticket ID	Description
REQ0007115	GDPR: Possible to reset the pop up for general agreements on SSP.
REQ0007272	User Profile - settings for left panel removed - now you can expand or hide only with button.
REQ0006986, REQ0005600, REQ0007439, REQ0007313, REQ0007260	Improvements Elastic search: Auto load more results in grid.
REQ0007348	Improvements Elastic search: Search for KB Article gives result of the title in KB Article.
REQ0007277	Improvements Elastic search: Correct date format in grid for results.
REQ0007230	Elastic search: Improvements search for CIs.
REQ0007429	API: Improvements in API if CI only have number.

Wishes

Nilex Ticket ID	Description
REQ0007091	Delete actions in tickets is logged in ticket history.
REQ0007336	CMDB: Possible to make a unique text field or number field.
REQ0007336	Tickets: Possible to multi update tickets from views.
REQ0007336	CMDB: Possible to choose several CI's in the same leasing plan.
REQ0007061	Added setting in global function settings - enable/disable internal comments if agent is requester on a ticket.

Bugs

Nilex Ticket ID	Description
REQ0007249, REQ0007221	Add+ tab: Did not open the default ticket form.
REQ0007200, REQ0007092	Not possible to close linked tickets if a solution comment was already added in the ticket.
REQ0007166	Permission Scopes: Wrong information was shown in role information.
REQ0007143	A leased CI that is copied got the same status as the original CI.
REQ0007081	Tickets did not load in views if column Firstname and Lastname were added.
REQ0007066	Users ended up in several groups when the user was reactivated in the system.
REQ0007065	CI Views: Columns with organization and department showed mixed result.
REQ0007008	Task list: Errors in the Reassign function on other languages than English.
REQ0007003, REQ0004934	Ticket - created by email - orig. receiver of the email was missing in the tickets CC field.
REQ0005989	In Entity actions if Service order is inactive cart can't be opened.
REQ0007297	Knowledgebase: The pictures in articles was too small.
REQ0006483	Mobile: Google Maps did not work when choosing a location in ticket.
REQ0007438	Views: View all open also showed closed tickets on entities.
REQ0007320, REQ0007474	No complete validation check on field “To” in direct email.
REQ0007370	Issue with group assignment if user type was change.
REQ0007352	Service catalog: Wrong currency was shown in the confirm order.
REQ0007366	Comment: When edit a pinned comment the change was not registered at the top of the comments.
REQ0007055	Not possible to edit a trigger with condition "created by".
REQ0007211	People: Paging stopped working when sorting the users in a group.
REQ0007361	Add Quote sign on a product was shown as an apostrophe in Service catalog.
REQ0007369	Trigger: Comment template was not loaded in correct language.
REQ0007191, REQ0007135	Not possible to remove agent from default group if agent first was an enduser.
REQ0007292	Tickets created by Ticket Data Templates were not saved if template was based on other entities than Request.
REQ0007766	Scheduled tickets - CI couldn't be saved in configuration for scheduled tickets.
REQ0007462, REQ0007407	Survey report - some graphical bars didn't load tickets in list