0
7.1.0
Yokohama Patch 1, Yokohama, Xanadu Patch 3, Xanadu, Washington DC Patch 9, Washington DC Patch 2, Washington DC, Vancouver Patch 6
Streamline and modernize your incident response process with Service Operations Workspace.
- Landing page: Get started with the landing page that is tailored for your Service Desk agents or L2/L3 specialists. The landing page provides an overview of outages, service announcements, and assignments to efficiently prioritize the work. The agents can view and manage their performance and learning tasks assigned by their manager.
- Incident Management: Provides a summary of the incident with contextual information and targeted actions eliminating the need to click on related lists and records for getting additional information.
- Incident Investigation - Streamline investigations and accelerate incident resolution with the metrics data collected from Agent Client Collector (ACC) or Microsoft Endpoint Configuration Manager (MECM). Remediate issues from context of incident investigation.
- Tailored recommendations: Use information from similar incidents and knowledge articles to accelerate incident resolution.
- Experts on-call: Reach out to experts on-call to get help and accelerate the incident resolution. On-call experts are recommended based on incident information such as CI and Service.
- Collaborate on incidents: Connect with the requestor and peers using MS Teams chat.
- New
- Users with itil_admin role can close resolved incidents
- Changed
- Agents are alerted when an incident is reopened that contains child incidents. They are notified of child incidents being reopened as a part of a parent incident being reopened.
- Remedial action playbooks is updated to use Flow Engine v2
- Fixed
- Removed
- Required applications
- Incident Management
- Collaboration Services for Service Operations Workspace
- For Microsoft Teams - IT Service Management integration with Microsoft Teams
- Investigation Framework for incident investigation experience
- Required plugins:
- On-call scheduling (com.snc.on_call_rotation)