New features, improvements, and enhancements

Canned response templates can be split across request types or status types

This enhancement improves the canned response templates feature released in a previous version. There are some limitations in the existing canned response templates. For example, when hundreds of canned templates exist, selecting the appropriate template from the dropdown could be cumbersome due to the large number of templates listed. This enhancement addresses the limitations by splitting canned templates across status types and request types.

When creating new canned templates, users can now select the target status type and request type.

After the selections are made, the Templates list shows the status type and request type.

When you add a ticket note for a particular status type or request type, the canned templates automatically filter based on the ticket's status type or request type. This removes the overhead of searching through a large list of canned templates in the dropdown.

Parent-child ticket visual indicators were added

From My Tickets and Group Tickets, technicians and administrators can now associate parent and child tickets and identify closed child tickets in a new Child Ticket column.

Technicians can:

1. Click add new tickets.

2. Add a child ticket into a parent ticket.

3. Edit Column Set and add child ticket. From column, drag from right to left and Save.

Administrators can also add color to identify parent-child tickets. To do so:

1. Navigate to Setup > Ticket > status > add color for each status.

2. Refresh the Ticket List page to see the indicator for each ticket.

   

Each organization can configure it own password complexity rules

The minimum password length, password criteria, maximum number of invalid login attempts, and the password expiration can be modified. This complexity rule is applicable for tech and client passwords validation.

• Minimum password length can be set by the number of desired characters. By default the length is 12.

• Password criteria can be set by any one of the following:

  • Mixed capitalization: must contain at least one uppercase and one lowercase letter

  • Mixed capitalization and numbers: must contain at least one uppercase letter, one lowercase letter, and one number

  • Mixed capitalization, numbers, and special characters: must contain at least one uppercase letter, one lowercase letter, one number, and one of the following special characters: !#$%-_=+<>&@ . By default this option is selected.

• Maximum number of invalid login attempts can be configured by selecting a number from a dropdown list. You can allow up to 10 attempts.

• Password expiration can be configured by selecting an option from a dropdown list. Options are never, every month, every 3 months, every 6 months, and every 12 months. The default value is 3 months.

See Password policy.

Configure outgoing email account for Microsoft 365

You can now configure outgoing emails for Microsoft 365. See Configure an outgoing email account for Microsoft 365.

Fixes

Case number	Description
01580462, 01625951	Resolved issues related to inability to update discovery password connection.
01451770	Due date/time matches in client (user) view and administrator view.
01578555, 01641128, 01624278	Resolved issues with the Gmail OAUTH+IMAP incoming email account.
01614816, 01624061, 01622779	Resolved issues related to "not supported calendar" message for ICS.
01675660	Resolved issue related to display of @mention notes in Client UI.
01439715	Assets can be reserved with no error message.
01622143	Custom login messages display in HTML formatted text rather than plain text.
01607299	Ticket filters properly take effect and return back to ticket filter from other menus.
01577934, 01582599, 01612131	Canned Response Templates properly format text tags.
01605479	New CAB process works as expected when the ticket is approved or denied via email.
01616568	Security vulnerability addressed.
N/A	When someone attempts to reserve an asset from the Assets tab, the Reserve Checked button reserves the asset as expected.
N/A	To improve product functionality, resolved issues related to execution of blocked scripts.