Efecte Self-Service 2 (ESS2) 2023.2.1, release notes
Efecte Self-Service 2 (ESS2) 2023.2.1, release notes
Executive Summary
The Efecte Self-Service 2 (ESS2) 2023.2.1 release introduces new guided categorization for improved user guidance: with this feature, more support processes can be published in our new Self-Service.
New categories and subcategories will guide users to provide the information required by the IT support team, who will get more accurate information from users, thus improving efficiency. This will help to decrease the time to resolve an issue in IT Service Desk. In the next step, tickets will be automatically assigned to specific support groups.
The feature will also help to speed up any enterprise process, for example facility management. Users will be guided to provide the information required by the corresponding support group, such as facility service team or cleaners.
System admins can define the new categories and subcategories in a single admin UI.
Localization
The ESS2 is localized to single language from the list of: English (US), Finnish, German, Polish, and Swedish.
Note
This version of Efecte Self-Service 2 requires:
Specific version of Efecte Service Management version 2023.2.2.1or newer.
Release notes 2023.2.1
New features and improvements
ESP-4169 Create Groups for Categorised Incidents
Release note
In the Self-Service settings, an administrator can create a new panel group with a name and description (optional). The name or description can be edited later if needed. The administrator can remove groups if they are not required. When the panel group is removed, it will be moved to the ESM trash.
ESP-4267 Add links to groups on ESS2 administration
Release note
This feature is part of the admin side of the Categorised incident feature. With this feature, the administrator can start adding links to Product Catalogue or external URL on the self-service admin side.
ESP-4588 Creating Panels
Release note
This feature is part of admin side of the Categorised incident feature. ESM administrators can add and trash the panels, which will be visible on the Categorised incident feature on ESS2 UI.
ESP-4649 Panel Group and Panel association
Release note
While the ESM administrator is viewing the list of Panel Groups, they can see to what Panels they are linked.
ESP-4712 Manage Component in the ESM admin
Release note
ESM admin can manage content of the Component from the Self-service settings.
ESP-4759 Links to Forms
Release note
This feature is part of the admin side of the Categorised incident feature. Administrators can create a link to the Form from the Panel Group.
ESP-4777 Links from Panels to Panel Groups
Release note
This feature is part of the admin side of the Categorised incident feature. Administrators can create a link to the Panel, which opens the Panel Group.
ESP-5034 Icons for Ext URL's, Panels, Panel Groups and Links
Release note
The ESM admin can select the icon for forms, panels and panel groups which will be visible on ESS2 UI on Categorised incidents.
ESP-5224 Show Categorised Incidents on UI
Release note
On ESS2 UI, the end user can navigate through the navigation structure defined in the Panel and Panel Group configurations.
ESP-5857 Multi-form support for Open cases detailed view
Release note
The end user can access a detailed view of the issue if the ESM admin has defined the Form for the process visible on the Open Cases view.
ESP-2871 Plural - translations
Release note
We have added new keys to support plural texts.
ESP-3314 Remove empty space before entering a search query
Release note
Whitespace on a search query is more aligned with the ESS2 User Interface.
ESP-5168 Uploading multiple files at once to already existing issue shows "Someone is editing the incident" message
Release note
Unclear error message is replaced with more customer friendly message.
ESP-5528 Restoring ESS2 customization and homepage defaults
Release note
The ESM administrator can restore the background image and the company logo to the default settings.
Bug fixes
CP-7491/ESP-5813: Encoding issue ESS2
Release note
Encoding in scandic letters fixed.
CP-7514/ESP-5874: Comments aren't refreshed correctly in portal
Release note
Refreshing comments on ESS2 UI fixed.
CP-7604/ESP-6296: Virtual users unable to attach files when creating request
Release note
In ESM, the endpoint for uploading files to a new request has been adjusted so that Virtual Users are authorized to use it.
ESP-5167 Search header bar invisible after visiting license page
Release note
Search on the header bar is visible on the License page.
ESP-5887 Search results is separated from search box on homepage
Release note
Search box UI fixed.
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