Released March 2025
Configuration
A new tag has been added in the Text templates for a direct link to the referenced article in the Knowledge Base on the Agent Portal. The tag dynamically resolves to the specific article's URL when the template is used. When the tag is included in the email, the template dynamically retrieves the correct article link based on the referenced article ID. The link is clickable and redirects the recipient to the article in the Agent Portal and/or Self Service Portal.
Mandatory stages has been improved within Assignee field, which now has two stages: Mandatory Stages Group and Mandatry Stages Agent.
Mandatory Stages Group: Here, you can select all status phases where a minimum group assignment is required in the "Assignee" field.
Mandatory Stages Agent: Here, you can select all status phases where a specific agent assignment is required in the "Assignee" field.
CI Categories are organized in a tree data structure with Parent Categories and Subcategories. This is the categorization structure for better organizing and locating a CI within the CMDB.
Here is a list of existing CI Categories. You can expand categories to show subcategories (there is an arrow symbol in front of each category name that contains subcategories, click the arrow to expand/collapse).
You can add a new category, and existing categories can be managed.
A new Category can be added by clicking the Add Category button. CI Category (Parent) and Name are mandatory fields. Optionally you can add a Description and browse for an icon.
For each category, you can find a menu rightmost on the row containing:
Add subcategory: Adds new category with current category as a parent, see below.
Edit opens the form with Category data already filled in.
Activate/Deactivate: Toggling function. Inactive categories cannot be selected when you create/edit CI. The inactive category name is dimmed in the form.
Delete checks if there are CMDB Items connected to the Category. If so, it is not possible to delete it.
Collapse/Expand: Toggling function. Allows you to collapse/expand a CI category automatically.
Add Subcategory
To add a Category subtype, click the button Add Subcategory on the row displaying the Parent Category for the new subcategory. In the form, you have to define the Name, Description, and Icon of the new Category. This is the same form as you have used the Add Category button, see above, except that in this case the Parent Category is already selected and cannot be changed.
Public API has been improved with following utility methods:
Add user to a group; Delete the user from a group; Remove all group memberships from a user and Remove all users from a group.
Read more: Public API
Invoicing tab within function Charging plan has been improved with one additional checkmark:
Invoice after invoicing decision has been made – A Service Order is ready for invoicing once the invoicing decision is completed on all approved Service Order Item related tickets, and only items which tickets are marked as IsInvoiceable will be included in the invoice.
Agent portal
User profile settings has been improved with possibility to choose default ticket form.
Specify the default ticket form to open on the Add button
Go to User profile settings to specify which ticket form will use the Add button. Check the Open default form when clicking the Add + tab and select the Ticket type and the Ticket form.
This setting is optional, if the form is not selected, the application default form should be used.
This function allows you to link specific KB articles to service order tickets made after ordering some service item. Clicking on this button opens a popup with a list of published articles that can be linked to a ticket. One or more articles can be selected. The attached articles can be removed using the Remove link action rightmost on the row. Associated Service items are shown in the KB article tab.
Self Service Portal
New feature in Order function on Self Service Portal. In Approval Center form can user (that is defined as approver of a service order) get access to orders and enter decision Approve, Reject or Open. This is a way to let also End Users that have no access to NSP Agent Portal be approver or be part of the approval flow for service orders. If a Group is defined as approver all members in the group have access to the approval functions. When the Open option is selected, a new window will automatically open, displaying the comprehensive order details for the logged-in user. This enhancement ensures a streamlined and more accessible approval process for the approver.
Customer Change Notes HF 11.8.25.38
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Change Notes NSP 11.8.25.38 - release date 2025-03 | ||
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Improvements/ Wishes / RFC's |
Category/ Kategori |
Description |
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REQ0010965, REQ0011133, REQ0011163, REQ0010787, REQ0018435 |
Email Configuration/ Maintenancehost |
Mail Handling Improvements: An email sent to multiple NSP Email accounts will create a ticket per account. The function must be activated via script at the database level and recycle must be done on NSPRestApi and restart of Maintenancehost. (exec app.spSetGlobalSetting 'EnableMessageUIDPerBox', 'true' ) (The default is that only one case is created per email's MessageUid regardless of how many NSP Email accounts it is sent to) |
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REQ0019120 |
Email/ Notifications |
Notification with solution comment when closing ticket: The ticket was saved faster than the comment or there was a delay in saving due to a trigger script that could cause that the solution comment itself not to be included in the notification or the email not to be sent. |
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REQ0018840 |
Email/ Notifications |
Implementation of Standard Restriction 'maxCountSentAttempts = 10' for stop of problematic mail retry / mail loop to re-send every 10 minutes and then transfer the mail to status -1(inactive). It's possible to overwrite this 10 max sent attempts to specific lower or higher number by script in DB. 'exec app.spSetGlobalSetting 'MaxCountSentAttempts', 4' |
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REQ0015270, REQ0017226, REQ0017681, REQ0016319 |
Notifications/ Text templates |
Email / Text templates: Text and background colors were converted and sent in rgba format instead of hex format, and thus could not be seen in local Outlook clients, just Office 365 |
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REQ0018976 |
Entity Text Templates |
Entity Text Templates - Add a dynamic hyperlink tags into templates for the KB entity ("Link to article") |
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REQ0019193 |
Agentportal |
Agentportal: Several Perfomance improvements for example saving comments and slow linked Ticket search |
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REQ0019042, REQ0018703 |
Agentportal Dashboard/ Views |
Dashboard/ Views- Performance Improvements for loading Tickets |
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REQ0016669, REQ0015900, REQ0016018 |
Entity Editor/ Ticket form |
Entity Ticket form editor: Improvements for Mandatory settings for field Assignee: Possibility to set mandatory values for status stages on group and named agent. |
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REQ0018965, CHG0000123 |
Agent User Profile |
Agent User Profile - Settings: Each agent can select a default entity and associated default form when creating a new ticket by clicking Add + in top menu of the agent portal. |
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REQ0019211, CHG0000142 |
Ticket Data Templates |
Ticket Data Template: Improvements for permissions to Ticket Data Templates based on the role's Ticket entities, the ticket entity's form, and the Ticket data template's permission scope. |
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REQ0019054, CHG0000124 |
Service catalog |
SC - It's now possible to relate article to service item in ticket settings, in pop up window only published articles will be displayed and selected articles will be attached to SCO ticket. In article new tab has been added which will show if there are service items related to it. |
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REQ0019194 |
Approval Flows |
Approval center - Open button has been added to user that can make decision for service item, open opens a new tab where it shows what has been selected from the properties. |
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REQ0019055, CHG0000125 |
Order Management |
Cancellation of a product in an order |
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REQ0019068 |
CMDB Management |
CMDB: Improvements for CI Categories |
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REQ0018931 |
Integrations |
Integration with Lynes number lookup |
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REQ0017151 |
NSP API |
API: New method SaveGroupMember to Add user to group / Delete user from group / Remove all groups memberships from a user / Remove all users from a group |
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REQ0017366 |
NSP API |
API: loadDynamicProperties did not work as expected with entity "Products" when calling getentitylistbyquery |
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Bugs | ||
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REQ0018881, REQ0019039, REQ0019099, REQ0019133, REQ0019262, REQ0018973 |
LDAP Scheduled Sync |
LDAP: When running a Scheduled sync, inactive NSP users could not be re-activated as expected, when re-enabled in AD. (This worked correctly with Manual sync) |
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REQ0014423 |
LDAP |
LDAP / People: Agent list could not be loaded in "MANAGE -> People" if a too large dataset was fetched - caused by the sum of the agent profile pictures. Now the profile pictures are compressed when fetching the users from Active Directory via the LDAP sync. |
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REQ0016791 |
LDAP |
LDAP: A few customers had problems connecting to LDAP Servers with Scheduled sync (but Manual sync worked) |
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REQ0018979, REQ0018811, REQ0019040, REQ0019253 |
SSP, Self Service Portal |
SSP: On the start page you could get "Access denied" if the SSP configuration was set to show the Announcements menu and / or widget, but you did not have the role permission "Show on SSP" for Announcements. No other widgets could be displayed either, because of the error. |
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REQ0018889, REQ0018902, REQ0019023, REQ0019264, REQ0018832, REQ0018833, REQ0019151, REQ0019183 |
Agent Portal/ Ticket Form/ Knowlegde Base |
Ticket form: The 'mark as solution' functionality within the ticket search field for the Knowledge Base does not work as expected |
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REQ0019248, REQ0018413, REQ0019122 |
Document Templates Print |
Document Templates: The warning "Evaluation Warning: The document was created with Spire.Doc for .NET" when printing has been removed. |
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REQ0019268 |
Document Templates Print |
Document template: Variable 'Get Current Date' returned no date when printed due to a previous update of the global libary |
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REQ0018978 |
Document Templates Print |
Document templates / Export templates: Tags for comments, e.g. "last comment" were not replaced with values |
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REQ0018985, REQ0019154 |
Ticket Data Templates |
Ticket Data Templates: There was a visual layout problem for commentview and check list on create Ticket by Ticket data Template. These components will now be loaded after save ticket. |
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REQ0018669 |
Ticket Data Templates |
Ticket Data Template - it was not possible to save a new ticket initially in status Registered in stage New, if stage New was not included in associated stages or if status in stage new was changed. |
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REQ0019075, REQ0018267, REQ0018542 |
Ticket Form/ Ticket History Attachments |
AP Ticket form: In tab "Attachments" sometimes a wrong user was logged for initial adding of an attachment when a ticket was created from mail |
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REQ0017777, REQ0017562 |
Ticket Form |
AP Ticket form: Issue with closing ticket tab after saving ticket. A warning popup about unsaved changes could be shown, even if you had just saved. |
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REQ0013103, REQ0014959 |
Ticket Form |
AP Ticket form: The status combobox could (rarely) be emptied when switching ticket tabs, from one ticket to another, during the saving procedure |
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REQ0018719 |
Ticket Form |
AP Ticket form: When selecting category on a ticket, it was not possible to see the whole category name if it was long |
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REQ0019107 |
Ticket Form |
Agent Portal / Ticket in Restricted mode - comment without text but with an attached file could not be saved |
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REQ0016823 |
Ticket Form |
Agent Portal: Emailadress with sub-adress regarding RFC5233 -> 'name+name@domain.toplevel domain' was trimmed in ticket field Requester or CC and it was not possible to send direct mail in ticket. |
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REQ0019060 |
Ticket Form / Direct mail |
Ticket Direct Mail: 'Prefix + TicketId' was removed on send if subject was edited in front of mail subject. |
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REQ0019135 |
Entity Editor |
Entity editor, forms: Issue with setting Scope permission by using the search field to find a specific record (e.g. a specific group). When searching, previously selected / saved records were unselected. This could also have the effect that the administrator could no longer access this form without having a SuperAdmin role. |
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REQ0018682 |
Entity Editor |
Entity editor, forms: When creating a form and specifying an already existing Template name, it was hard to see the error message because the text box was not highlighted in red |
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REQ0018860, REQ0019057 |
Entity Editor |
SSP, Ticket form: No fields were shown in ticket form when trying to create a ticket, if the "CC" field was included in the configuration and set as Mandatory |
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REQ0010957 |
Reports (Standard) |
Reports: Date formats were handled incorrectly in SLA Dashboard and could for example result in an SQL error message |
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REQ0019063 |
Reports (Standard) |
in last four months, When exporting to Excel, the Category field displays the agent's name instead of the correct category value |
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REQ0018873 |
Report Templates |
In report template, the order of the months was not correct |
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REQ0019200, REQ0019073 |
Tasks |
Tasks: Comment on task with attachments - agent without admin roles couldn't open/ download the attachments (broken file access) |
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REQ0018794 |
Ticket Form/ Order Entity |
The issue that caused the reference field to be hidden when assigned to the left ticket panel has been resolved. Please note that no values were displayed when saving or mapping from CI. |
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REQ0018598, REQ0018716 |
SSP, Service Catalog |
SC - Service item appeared as empty when reference field was multiselect and mandatory. |
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REQ0016672, REQ0018053 |
SSP, Service Catalog / Order Management |
SSP User - Adding new adress was not saved. |
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REQ0017596 |
Approval Flow / Notification |
Approval flow - Colors where not included in mail that was sent. |
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REQ0018924 |
CMDB Views |
CI views - Users with condition could not see CIs where managment was updated through multiupdate. |
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REQ0018923 |
CMDB Views |
CI Views - If only managment was added through Update facility data then those CI could not be updated with multiupdate. |
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REQ0018752 |
CMDB |
CMDB - Multiupdating another CI direct after CI registration also updated CI that was updated through CI registration. |
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REQ0018753 |
CMDB |
CMDB - CIs that were finished with CI registration kept appearing in list when new CI were marked to update. |
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REQ0019176, REQ0018751 |
CMDB |
CMDB - Multiupdate and CI registration ignored that serial number or other fields were marked as unique. |
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REQ0018951 |
Entity Views |
Entity views, CI - When trying to adjust layout, column jumps far to the right. |
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REQ0018796, REQ0012872 |
Maintenancehost/ Email |
Email: A specific incoming mail (long / erroneous Sender) blocked mail flow and no new tickets where created. |
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REQ0017890 |
Event Triggers |
Triggers: Conditions "greater than" / "lesser than" did not work on Number fields (integers) |
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REQ0019132 |
Manage People |
People: When changing User Type via a user profile, not all permission tables were updated correctly. Group memberships for the user type's standard group (e.g. Endusers vs. Servicedesk) differed for the user in MANAGE -> People vs. USER & PERMISSIONS -> Users |
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REQ0018865 |
Login Configuration |
Login Configuration: Issue with having to specify domain twice when logging in with method AD login |
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REQ0018065 |
Global configuration |
SSP: The setting "Set duration time for system notifications" in Global configurations was not applied in SSP |
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REQ0019041 |
SMS |
SMS: Issue with sending SMS with some providers, e.g. Cellsynt |
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REQ0019110 |
CTI |
I CTI, An error has been identified where the system fails to identify the third mobile number entered. |
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REQ0018093 |
Inventorying |
The mobile device's last scan date is displaying 2 hours less than the actual time recorded in the NSP system |
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REQ0019185 |
NSP API |
API: When linking two tickets via saveentity, using "Relations", the wrong SourceEntityTypeId / DestinationEntityTypeId could be set in database, if you did not also specify SourceEntityType / DestinationEntityType (which you should not have to do) |
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REQ0018834 |
KB Notifications |
Event-Based" and "Scheduled" notifications are not functioning correctly when interacting with the "Review Date" selection proper |