GBP Shimla 2209

With DRYiCE GBP’s Shimla 2209 release on the ServiceNow platform, we have introduced new features for streamlining workflows, improving users’ experience, and increasing productivity. The highlights include the introduction of a ‘Post Chat Survey’ on ‘Agent Chat’, voice/SMS notification templates for pending approvals and the configuration of the ‘Collaborate’ section on incident forms. Other highlights include granular visibility of license usage across roles subscription applications, groups, and the auto-triggering of notifications for incidents reported for checklist items.

• The configuration of the ‘Post Chat Survey’ on the ‘Agent Chat’ window will allow requesters to share feedback of their interactions with live agents once the chat session is closed. The feedback received from the requesters will help in calibrating agent responsiveness and improve their overall performance.
• The ‘Agent Chat’ window has been configured with ‘Service Channel’, ‘Queue’, and ‘Assignment Rules’ for auto-routing work items to the ‘Queue’ through the ‘Service Channel’ based on the configured rules. This will ensure that the work items are routed correctly ensuring their timely completions.  
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• The introduction of ‘BigFix’ will now help to setup auto-install of software as well as verify its installation status on ‘MarketVista’. This will reduce the dependency on manual installations and verification processes. 
• A new ‘User Criteria’ reference field has been introduced on the ‘Software Model’ form for configuring ‘Software Models’. Once populated, this field will restrict the users who will be authorized to access the software on the ‘MarketVista Portal’. 
• The ‘Software Models’ form has been enhanced with mandatory check box fields and deletion of redundant fields:
  • The properties ‘Enable License Check Task’ and ‘Enable Procurement Task’ have been removed from the ‘Application Configuration’ page.
  • The mandatory checkbox fields, namely, ‘License Check’ and ‘Procurement Required’, will become visible only if ‘Install only’ or ‘Install and Access’ is selected as the ‘Request Type’.

This will ensure that the catalog tasks for ‘License Check’ and ‘Procurement Required’ get auto-triggered only if they are relevant. Or else, they will be removed from the workflow pipeline.

• Upon clicking on the link, the end users will be able to see the ‘Role Delegation’ form with the following fields -:  

  a) Approvals (field type, checkbox): Once enabled, the delegate will be able to make approvals on the behalf of end users.      
  b) Assignments (field type, checkbox): The delegate will be able to view and work on tickets assigned to end users.
  c) All notifications (field type, checkbox): The delegate will receive a copy of the notifications, except for those marked as ‘Invitations’.  
  d) Meeting Invitations (field type, checkbox): The delegate will receive a copy of all meeting invitations. 
  e) User- field will get auto-populated with the ‘Logged in’ user details.
  f) Delegate: This includes a reference field pointing to the sys-user table which is mandatory to fill.
  g) Starts: Date/time field
  h) Ends: Date/time field

This provides the flexibility of delegating tasks to other employees through a delegation record, specifying the name of the employee to whom the task has been assigned, the time frame, and the delegation rules. 

• The configuration of the ‘Wishlist/Favorite’ functionality on the ‘Employee Center Homepage’ will now allow the end users to save catalog items on the wish list while browsing the catalog and view it later from the main menu.

• End users will now be able to add catalog items to their cart for placing orders.
  1. The ‘Cart Menu’ will display the number of items in the cart.
  2. On hovering cursor over the cart, the help text ‘Your shopping cart currently has X items’ will get displayed.
  3.  Upon clicking on the cart icon, the users will be directed to the ‘Your Cart’ page displaying the catalog items along with the quantity, which can be changed. 
  4. Users will have the flexibility of adding up to 10 items.
  5. Users will have the flexibility of removing catalog items from the cart.

  This will offer end users the flexibility of adding multiple items to the cart and ordering at one go instead of having to opt in one by one.  

• The configuration of ‘Guided Tours’ on the ‘Employee Center’ will now provide users with the guided content to work with the application interactively. This helps to demonstrate the features, thus training users on the user interface (UI) without any handholding. 

• The ‘Employee Center Landing Page’ has been enhanced as mentioned below -     

  a) Changes in the ‘Notification Header’ section are as follows -

  1. GBP logo will now be displayed at the top left-hand corner of the UI. 
  2. Clicking on ‘My Requests’ will now redirect users to an out-of-box (OOB) view of ‘My requests’.
  3. The ’My task’ section has been renamed  to ‘My To-Dos’.

  b) Footer:  The ‘Build Number’ has been added as ‘versioning.footer.right.text’ on the bottom left-hand corner. The copyright information at the bottom right corner will be displayed as follows: ‘© Copyright 2022 HCL Technologies Limited. All rights reserved.’

  c) The color of the chat icon has been changed to red. 

  This provides a modern service delivery portal designed for single to multi-departmental service delivery. 

• The introduction of ‘Voice Call’ templates for ‘Pending Approvals’ with associated workflows to configure business rules, schedule job workflows, and trigger conditions will support the capability to auto-trigger voice call notifications to registered users as per requirement.

   The voice calls triggered to users are listed below -                 

      1. Voice call when a ‘Change’ is in the pending approval state
      2. Voice call for ‘Change Approval Reminder’
      3. Voice call for ‘RITM Approval Reminder’

  This will provide the flexibility to configure voice call notifications as per operational requirements, ensuring timely responses from the approver. 

• The verbiage of the voice call template in the incident module has been modified for brevity and more clarity. This will make the notifications more effective, improving the approver’s responsiveness. 

• The introduction of ‘SMS’ templates for ‘Pending Approvals’ along with their associated workflows  to configure business rules, schedule job/workflows and trigger conditions will help to auto-trigger SMS notifications to registered users as per requirement -:     

  SMS notifications will be triggered for the following scenarios -     

      1. Upon delegation of approvals 
      2. When a Change is in the ‘Pending  for Approval’ state
      3. Approval Reminder for a Change request 
      4. Approval Reminder for a RITM

  This provides the flexibility to configure SMS notifications as per operational requirements, ensuring timely approvals.

• The verbiage  in the SMS templates for Incident Management and SRMS has been modified for brevity and more clarity. This will help in triggering the appropriate response from the recipient, increasing the overall effectiveness of notifications.    

• Now upon hovering the cursor over an incident number, the updated status of the incident will get displayed on the user interface (UI). This will help to improve user experience as there will be no need to navigate to a different view or page to check for the updated status.  

• Now whenever an incident is reported for a checklist item, the corresponding incident notification will get triggered and sent automatically to the checklist assignee, collaborators, and the members of the ‘Issue Support Group’, such as the ‘Assignment Group’, the ‘Created by’ category, and ‘Owner user’. 

  The incidents reported for each of the checklist items will be compiled and displayed in the ‘Stats’ section under ‘Incidents created per checklist item’.    

  This will ensure that incidents are reported to the various stakeholders quickly, enabling them to remediate the issues promptly.

• The information on the ‘Contact Support’ module has been updated as follows -
  1.‘For support-related queries, please write to https://support.dryice.ai.’
  2. Non-bold the text ‘[email protected] HCL Technologies’

• Now ROAR users will be able to access only the portal view pages from the navigation pane. Before this limitation, they were able to access the ‘Properties’ and ‘Field Mapping’ pages which were not mapped to their roles. This will restrict access to the pages according to configured roles and responsibilities.     

• The following changes have been made to the ‘Import GDS’ page:
   1. The text color has changed from yellow to white/black.
   2. The color of the ‘Check GDS Availability’ button has changed from yellow to white, with black text.
   3. The color of the text in the ‘GDS Import is in... completed’ notification has changed to black.

  These changes will make the text easier to read on the page. 

• The properties on the ROAR Connector page have been modified as follows:
  1. The property ’ROAR instance to which it needs to be integrated’ will now be displayed as ‘iPaaS instance (e.g., Dell Boomi) to which it needs to be integrated’. 
  2. The property ‘Username to access ROAR instance’ will be displayed as ‘Username to access iPaaS instance (e.g., Dell Boomi)’.
  3. The property ‘Password to access ROAR instance’ will now be displayed as ‘Password to access iPaaS instance (e.g., Dell Boomi)’.
  4. The property ’ROAR End Point to check the GDS readiness’ will now be displayed as ‘iPaaS instance (e.g., Dell Boomi) end point to check the GDS readiness’.
  5. The property ‘ROAR end point to trigger Import’ will now be displayed as ‘ iPaaS instance (e.g., Dell Boomi) end point to trigger Import’.

  The sequence for configuring the connector on the Properties page has been changed, as listed below:

  1. Base URL for ServiceNow instance
  2. Username to access ServiceNow instances
  3. Password to access ServiceNow instances
  4. Company name in ROAR
  5. Class name
  6. iPaaS instance (e.g., Dell Boomi) to which it needs to be integrated
  7. Username to access iPaaS instance (e.g., Dell Boomi)
  8. Password to access iPaaS instance (e.g., Dell Boomi) 
  9. iPaaS instance (e.g., Dell Boomi) end point to check the GDS readiness     
  10. iPaaS instance (e.g., Dell Boomi) end point to trigger Import

  This will provide the ROAR admin with the correct sequence of activities to set up the ROAR connector, and help them to avoid incorrect configurations. 

• The values on the ‘Properties’ and ‘Fields Mapping’ pages can be edited only by the ROAR admin user.  This will restrict access to only the relevant stakeholders.   

• The ‘Import GDS’ has been enhanced to allow users to resume work on the application from the last activity. This will improve their productivity as well as their experience as they will not need to retake any step.   

• The configuration of notifications to inform ‘Patch users’ or ‘Change initiators’ about the updated status of all configuration items (CIs) affected by a patch deployment will allow them to audit the failure/success of changes and take prompt actions if required.   

• ‘Fulfiller’, ‘Approver’, ‘Business Stakeholders’ and ‘Admin’ license records will now display the following related lists: 
      1. Associated roles – This shows roles associated with the license family. For example, a fulfiller can have ‘ITIL’ and ’ITIL_admin’ roles.
      2. Subscription application – This shows the application/module to which the license belongs. For example, a fulfiller license can be part of the Incident Management module or Problem Management module.
      3. Groups -This shows the user groups configured with the ‘Associated roles’. For example, if an ITIL role is associated to 3 different groups, it will be listed in all the groups.
  This makes it easier to track licenses and their usage across the organization, thus helping in optimizing subscription costs. 

• The ‘Manage License’ form has been enhanced with the configuration of the ‘Pro Features’, ‘License Position’, and ‘Related Links’ sections.

  The ‘Pro Features’ section will display the following fields:    
   1.  Dormant Policy Required (Field Type - checkbox): The ‘Dormant Days’ field will become mandatory and the ‘Dormant Users’ field will become visible under the ‘License Position’ section upon enabling this field.
   2.  Dormant Days (Field Type - string, Default Display Value - 30)
   3.  Auto Revocation Required (Field Type - checkbox): The ‘Auto Revocation Days’ field will become mandatory if this field is enabled.
   4. Auto Revocation Days (Field Type - string, Default Display Value - 7)
   5. Reallocation Required (Field Type - checkbox): The ‘On-hold users’ field will be visible under the ‘License Position’ section if this field is enabled.

  Note: When the ‘Type’ selected is ‘Unrestricted User’, the ‘Dormant Policy Required’ field will become visible under the ‘Pro Features’ section. The ‘Dormant Days’ field will become mandatory and the ‘Dormant Users’ field will be visible under the ‘License Position’ section once this field is enabled.

  The ‘License Position’ section will display the following fields:  
   1. Allocated - The counts in this field will be fetched from the sys_user table for ‘Unrestricted Users’, and from the license_role table for the remaining users.
  2.   Available – This reflects the ‘Purchased’ and  ‘Allocated’ figures.
  3.    Internal Users - The counts will be visible if the ‘Pro License Key’ is activated in properties and the ‘Dormant Policy Required’ is activated.
  4. External Users - The counts will be visible only if the ‘Pro License Key’ is activated in properties and ‘Dormant Policy Required’ is enabled.
   5. Dormant Users – This will be visible only if the ‘Pro License Key’ is activated in properties and the ‘Dormant Policy Required’ is enabled.
   6.  On-hold Users – This will be visible only if the ‘Pro License Key’ is activated in properties and the ‘Reallocation Required’ is enabled.
   7. Optimizable Users – This will be visible only if Pro License Key is activated in properties.
      
  Note:  a. All the above fields will be greyed out and in a non-editable format. 
              b. On clicking the ‘Calculate’ button, only the count will be populated in the ‘Allocated’ and ‘Available’ fields.
              c. For the rest, the counts will populate the ‘Pro License Key’ in the properties page after configuration.

   The following “Related Links” have also been configured on the form: 
     a. Add to update set (OOB)
     b. License Users – This shows the list of users who have been allocated the licenses.
     c. Internal Users – This will be visible only if the ‘Pro License Key’ is activated in properties.
     d. External Users – This will be visible only if the ‘Pro License Key’ is activated in properties.
     e. Dormant Users – This will be visible only if the ‘Pro License Key’ is activated in properties.
     f. On-hold Users – This will be visible only if the ‘Pro License Key’ is activated in properties.
     g. Optimizable Users – This will be visible only if the ‘Pro License Key’ is activated in properties.
     h. Nodes – This will be visible only if ‘Type' is selected as Capacity.

  The message: "Please activate the ‘Pro License Key’ to get the benefits of Pro Features." will prompt users to activate the license key and avail of all the features.    

  The introduction of these features will help organizations exercise granular level control over license usage and subscriptions from a single pane of glass.     
  The introduction of the ‘Pro License Key’ property will now enable ROAR admins to enable or disable the ability to access ‘Pro Features’ on the iLicense application. Once the correct key, stored in the encrypted format, is mapped to the ‘Pro License Key’ field on the application configuration page, the following policies will become available:  

  1. Dormant Policy
  2. Auto Revocation Policy
  3. Reallocation Required

  The policies listed above will be disabled and appear in a non-editable format if the incorrect license key is mapped in the properties.

  This will enable admins to enable or disable the features as per business requirements. 
  Now upon returning to office from a leave period, the role(s) that were associated with the users, before the start of the leave period, will be reallocated to them. This will improve their productivity as the reallocation will be automatic without any waiting period.           
  The license fields, policies, calculations, and UI actions will now be available on a single unified form:
      A) Fields:
  1. License Type (Field Type - dropdown): Having values as ‘User Based’ and ‘Node Based’
  2. License Name: (Field Type - Free text): Mandatory
  3. Product Suite (Field Type - dropdown): Values populated through a system property
  4. License Purchased (Field Type - String): Mandatory
  5. Roles (Field Type - Watchlist): Pointing to sys_user_role table
  6. Threshold Percent (Field Type - String): Mandatory

      B) Polices Section:
  1. Dormant Policy Required (Field Type - checkbox): This will become visible when the license type is ‘User Based’. If it is marked true, the ‘Dormant Days’ field will become mandatory. If the user unchecks the box, the ‘Dormant Days’ field will be hidden. By default, the number of ‘Dormant Days’ will be displayed as 30 days.  
  2. Auto Revocation Required (Field Type - checkbox): This becomes visible when the license type is ‘User Based’. If it is marked true, the ‘Auto Revocation Days’ field should become mandatory. The ‘Dormant Days’ field will only accept numeric values. If the user unchecks the box, the ‘Dormant Days’ field will be hidden. By default, the system should display 7 as the number of ‘Auto Revocation Days’
  3. Reallocation Required (Field Type - checkbox): This will become visible when the license type is ‘User Based’.

      C) Calculation Section:
  It is visible when the license type is ‘User Based’ and the ‘Calculate’ action is triggered on the UI. The displayed information is as follows - 
  1. Available Licenses
  2. Licenses Used
  3. External Users
  4. Internal Users
  5. Optimizable Users
  6. On-hold Users

    D) UI Action:
        1. Calculate: This becomes visible when the record is saved or the purchase count is updated. The user will have to hover over the hint text ‘Click here to calculate the licenses’ to proceed.
        2. Save: Use the OOB UI action.

  This provides a single console to optimize licenses, reduce redundancies and increase cost savings. 

  The role field on the ‘iLicense mapping’ form will be auto-populated with all the roles created for the selected product suite. For example, as a part of the setup, if the application name ‘HRSD core’ is set as the system property, then the role field on the ‘iLicense’ mapping form will show all the HRSD-related roles.  This will ensure that only the correct roles are associated with the product suite. 
  Requests for adding or deleting license users will now get sent to the ‘License Control’ group. Upon receiving the request, the ‘License Control’ group will approve or reject the request, and increase (true-up) or decrease (true-down) the license count. 
  This will contribute to the accuracy of the license counts as the addition and deletion of users from the license group and all corresponding updates to the license count can  only be committed by  the authorized personnel.         
  The ‘License Purchased’ and ‘License Threshold %’ fields can only be edited by the ‘License Control’ group. This will help to avoid incorrect modifications or changes to the fields since field access will be restricted to only the relevant stakeholders. 
  The ‘License Count’ module has been merged with the ‘Manage Licenses’ module to provide a single view of the ‘License Count’ and ‘License Mappings’ tables. 

  The fields in the ‘Manage Licenses’ module are as follows:
  1. Name – This is visible only in the list view and populated according to the concatenation of the ‘Measured Role Type’ and ‘Type’ fields.
  2. Type (Field Type - list, read-only): It will accept LOVs as ‘Per User’, ‘Unrestricted User’, and ‘Capacity’.
  3. Measured Role Type (Field Type - reference, read-only): This field will get populated when ‘Per User’ is selected as ‘Type’.
   4. Active (Field Type - checkbox):  This will make the ‘Purchased’ and ‘Threshold’ fields mandatory and configurable.
  5. Purchased (Field Type - String): It will become mandatory once the license mapping record is set to ‘Active true’, or else it will get greyed out and become non-editable.
  6. Threshold (Field Type- String):  It will become mandatory once the license mapping record is ‘Active true’, or else it will get greyed out and become non-editable. The default value will get set at 90.
  7. ‘Attach supporting documents’ will also become mandatory after the record becomes ‘Active true’. If no document is attached, the message  ‘Please attach the relevant documents to proceed.’ will be visible on the screen.

  Configure sections and related links:
  The sections ‘Pro Features’ and ‘License Position’ and related links have also been configured on the form.

  Configure UI actions:
  1. Calculate: This will become visible when the record is set to ‘Active true’ with the hover over hint-text displaying ‘Click here to calculate the licenses’.
  2. Save: OOB UI action
  3. Update: OOB UI action

• The introduction of the ‘Collaborate’ section configured with ‘Proposed Resolution Notes’, ‘Swarm Updated By’ and ‘Swarm Updated Time’ fields will provide quick access to the details of the resolution, the name of the swarm analyst providing the update, and the time of the activity. 

  Once, the incident is resolved, the fields will revert to read-only. 

  The information recorded in the ‘Collaborate’ section provides a mechanism to track the responses provided by the swarm analysts.     

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For support-related queries, please write to [email protected]