this page provides information on new and additional features as well as fixes for existing features read on to learn more about the release and be prepared for your servicely environment’s upgrade note that some items here may have been previously applied as part of a hot fix or patch, but have been documented here as a central location for prosperity release date mid 2023 upgrade considerations although we strive to avoid requiring manual changes post upgrade, there are certain items to consider and review when completing this upgrade the following are applicable for this release we have introduced the ability to more easily access service catalog item questions and their answers for work related tables (such as itsm requests) although we have updated the out of box notifications, as an existing customer it is highly likely you will have updated your own notifications if you wish to include this feature as a result, if you wish to include this information in your notifications, you can do so by adding the following script in the context script field and content fields accordingly (this is used for the outbound notification for itsm requests approvals, or other records that have questions / answers with approvals please note that you can also use this for notifications for the parent record (such as the itsm request itself), but you would not reference the parent record, but the current record within line 2 of the context script) due to new security enhancements to the platform, we have decided to disallow the use of using external images as part of the portal style capabilities as a result, whilst you upgrade to the new version, any external image used in your portal style will need to be moved to the “resource” table with “public access” ticked as per the following image as an example for your logo in the top right of your instance (noting that it does not need to have that key/name) we suspect the only image(s) this will apply to will be your logo and potentially identity provider login image (if enabled), as all others would not need to be publicly accessible (in other words, not visible prior to logging in) we have identified for some customers some “duplicate” values will come across for the “source” field for incident or itsm request after the upgrade if you have any duplicates, you can safely remove the duplicated values from the upgrade you can see if you are affected by going to the following url for your instance after the upgrade https //\<instance name> servicely ai/#/availablevalue?query=%7b"and" %5b%7b"fieldname" "field","operator" "%3d","value" "source"%7d,%7b"or" %5b%7b"fieldname" "table","operator" "%3d","value" "incident"%7d,%7b"fieldname" "table","operator" "%3d","value" "itsmrequest"%7d%5d%7d%5d%7d we have added a new trigger on the sla table to ensure outbound email notifications are sent correctly some customers may already have a trigger here, so if you find yourself getting duplicate notifications post upgrade for sla notifications, please contact support and we will be able to help identify which one should be disabled for reports that are of “other” type, previously they incorrectly used the “name” field rather than the ‘title’ field however, this has been now corrected to use the title field, so we would suggest setting the title prior to the upgrade significant new enhancements multi tenancy servicely has always had the ability to separate data based on a variety of data, however as part of this release we have introduced multiple new ways to introduce multi tenancy for your instance to make it easier to set up, maintain and build upon this will be the suggested method of separating data in a multi tenancy setting in the future, due to the focus on enhancements and out of box features that support this this will use any permissions or table record restrictions you have already put in place, but puts another level of visibility controls that runs before the existing rules it is strongly suggested before embarking on this journey in implementing this new application that you discuss it with us prior (via your account manager) there are two different flavours of this depending on the complexity you require for a small amount of tenants with only two levels in the hierarchy there is one method which is easier to set up and maintain this is only recommended in situations where the number of tenants you have is not expected to grow into triple digits and not go multiple levels down for a more complex hierarchy with multiple levels used in situations where your hierarchy may (or may not) be related to company records and allows for a much larger level of control over the data this will allow you to look on a per table basis what visibility people will have with records on the tenancy structure (such as being only able to look at the data down the tenancy tree, up the tenancy tree or both directions) it should be noted that users can also receive the ability to access other tenants if not directly related to their part of their tree, if they are provided the visibility rule (via an admin) directly to them, or via a group they are within this method is typically suggested if you need more complex visibility rules, a large number of tenants or otherwise please note that full documentation regarding this feature will be made available in due time note that if this is a path you wish to go down, to discuss it with us (via your account manager) first localisation and locale improvements within servicely you have always been able to localise certain fields and functions within it to different languages and formats, however, in this new version (and based on feedback) we have decided to make it easier to setup, use and maintain in the new version of servicely, we have introduced the ability to not only localise field labels, menu items and other items you have previously been able to, but also to localise portal components and other features, not only for end users, but for agents as well one of the biggest items of feedback we received was the ease of use and getting these translations, so we have also introduced a connector to google translate to ensure that you can find any localised values that has not been previously localised and automatically translated this also will allow users to pick their own language the way this operates is to automatically get the translations and putting it in the localised message table, so you are not constantly calling an external api, however, you only need to do it once for any missing translations to additionally enhance localisation in the new release, you can now generate dynamic translations on the fly for certain fields and for individual journal entries these will appear alongside or below the translated field or entry and are not persistent this is enabled by setting an application property fields that you want to support can be marked with a renderer property which will cause a translation button to appear journal entries will all have the translation button this feature requires a google translate key to be purchased in addition to this, we have also revamped the locale system to provide a more holistic view of localisation, to ensure that other details (like date format or otherwise) also take effect when required, as well as included some predefined localisation packs as a quick start for some base processes (initially only the french and german language packs be provided) note the localisation feature works without google translate (as you can add your own translations as you could today), however, if you wish to use the google translate feature, you will need to provide your own google translate api key if you would like to understand the cost of this, please see pricing | cloud translation | google cloud these details can be seen in detail within locales and localisation however we would suggest that it may make sense to discuss it with us (via your account manager) what is appropriate for you if you would like to go down this path more list features due to feedback, we have also made extra effort to include some more control over list columns and sort directions in a variety of areas of the platform we have introduced the ability for you to change the columns and sort direction in a variety of different areas that you could not do recently, as well as having different columns and sorts depending on where it is being viewed these areas include on a list export feature, you can now export a list and select the columns you wish to export, instead of changing your personalised list layout therefore, keeping what you prefer as your personalised list layout, but exporting more columns or less columns based on what you need to export on menu items you can make specific menu items in the left menu use specific columns and have specific sorting directions to allow you to make queues to only have the information relevant for that queue on dashboards you are now able on a filtered list perspective able to select what columns you want and have specific sorting directions per list basis note all these options will “overwrite” your personalisation for this list, however, any list that do not have this set will use your default personalised view of it better support for multiple emails to allow better support for multiple outbound email accounts and addresses we have introduced the ability on a per outbound notification level to define the “from” address and define the messaging account the from address will require configuration with your email server, but will allow you to use one email account, but overwrite the from to make the email appear it is being sent from another email address whilst, the messaging account allows you to send the email from a different account all together both these fields are scriptable, in other words, allowing you to set this based on a field, related field or otherwise to ensure that whatever your outbound sender requirements are, it can do what is required for a specific record or that type of record note that if not entered for a notification, it will continue to use the default, as your system would currently use there are three ways to determine the from address and the messaging account id to use by the use of new script fields on outboundnotification which allow them to be specified per record by the use of a predefined script library named outboundnotificationsupport which allows them to be defined for all outboundnotification records in one place or by the current behaviour note that the from address header is still used and mapping of a supplied from address to an actual from address is performed in the email server itself see outbound notifications for more details scim azure ad integration to assist customers who wish to use scim to provision users from azure ad, we now have included more holistic support to utilise scim for azure ad provisioning this will allow you to provision users directly from azure ad, rather than using ldap or a different data source for details as to how to set this up, please see scim microsoft entra id for more details note this has been possible since a minor patch version in the previous version, however, it has been since enhanced to support the ability to set reference fields and more (as this was previously not possible) in addition to this, support has been added to allow customers to override the default mapping for scim attributes that is predefined in servicely, or add new mappings in this way it is possible to define mappings that can contain arbitrarily complex behaviour, such as defining new entries in reference tables when the value being set does not yet exist in servicely risk assessment to provide more and targeted functionality to the change process, we have introduced the ability to create one or more risk assessments for your change process these risk assessments allow you to utilise a similar tool set to catalog items, to use answers to questions people answer, with different weighting and scores, to calculate the risk of a change in addition to this, the risk of a change can also have your thresholds that you wish to use for a change it was important to us when creating this functionality that we provided a tool set to allow this to be an optional extra (for people starting their change journeys), to something that can provide risk assessments based on your requirements, so allows you have to have a variety of control over how these answers affect the risk of a change for more details on how you can set it up, please review the following page risk assessment enhancements to allow you to more easily integrate with systems that use markdown, we have introduced the ability to convert html to markdown and visa versa via a script you can see how this works by going to other api / javascript scripts | markdown to html convertor as part of our ongoing commitment to ensures that the platform you are using is secure and allows you to secure it as you require, we have introduced numerous new application properties to set security to your environment in the way you require these have all been documented at enhanced security properties (note that some of these existed prior, however are now documented to the public) to make it easier to generate templates to use, template values will now (for certain field types) use the renderer that is used on the target record, to prevent the need to script certain field types and to make it easier to visualise what the end result will be within the code editor, you are now able to bring up the code editor in full screen this can be done by right clicking on a code editor field and pressing “toggle fullscreen” to allow more control and more complex workflow requirements, we have now introduced new workflow activities to the workflow editor that can be run asynchronously upon use this includes the “scriptable async” and “switch async” activities for more details, please see workflow in a continual effort to ensure the platform is performant for data sets, we have greatly increased the performance of our data import and transform functionality for data sets to put it in perspective, for some initial testing of importing and transforming 75k records we have found it has has its runtime reduced close to 80 90 percent (note however this depends on the complexity of your data imports, indexes and transforms) to assist with validating information in a service catalog question, there is now a validation script field to validate the inputs against a script to offer a greater variety of options when integrating with other systems with sending attachments, we have introduced the ability to send attachments via multipart/form data via fieldattachmentbyid more details can be seen at outbound http requests (scripted) this will allow you to send multiple attachments in one call as well you can now attach multiple attachments onto a single catalog question attachment field (multi reference type question with reference to attachment table) and that will map all the attached files onto the target table’s attachment field you can now remove the “create dashboard” option for the dashboard menu in the top header bar for certain roles by restricting who can see it via an application property “dashboard create role required” numerous enhancements to the question table api to provide more information about questions and their answers for details on this, please see table api (server) | questions additional security enhancements in cross site situations (with images or otherwise) additional options for reports when setting the direction and ordering of trend reports or otherwise (this has meant some changes to the out of box form where fields are located) pdf template reports now have the ability to include parameters for more details, please see template reports modal components have had additional work done to make it possible to use it for in a number of other settings (such as referencing catalog items) it is now possible to flag multiple fields as the primary key within transform maps this can ensure you can utilise a composite key to map to records where the primary key needs to be a combination of multiple fields introduction of the “lookup multiple” option for data imports this will essentially allow you to map directly to multiple reference fields in transform maps, with using the proper separator see data import and transformation | lookup multiple for more details introduction of a table property to differentiate from what fields you are searching for with a reference dropdown and what fields you are showing in a dropdown (dropdown searchfields) in situations where this property does not exist, it will continue to work as it currently does fixes in some of the out of box report templates, the name was used, rather than the title (for the number report) this has since been resolved to use the title rather than name when creating a new dashboard the edit button will be available immediately, rather than requiring a refresh of your browser various background fixes to increase stability and performance of the platform better email queue management to increase stability of email processing to prevent it getting stuck and requiring support intervention a variety of performance enhancements to various areas of the platform to prevent unnecessary database calls when not required “goto request” when submitting a catalog item item via the portal has now been corrected to say “go to request” table operations server scripts previously required a user to have write access to the record they are viewing to run, even if they did not update the record that is being viewed this now will not require this unless the record that is being viewed is being updated inclusion of “source” choices to the incident/it request tables out the box (for itsm) changes to the out of box inbound message processing to help prevent rare situations where inbound emails caused double updates to the same record (for itsm / hr applications out the box) in line with a variety of security enhancements, some prior session issues (where uses lost their session intermittently) have been resolved when importing data previously, there were situations where it would read the records in the target table and source table when it was not used we have since removed these lookups when unnecessary in certain situations when using a catalog question precondition for a boolean field, it did not correctly show and hide fields the workflow field on the catalog item is now correctly restricted based on the target table of a catalog item on reference drop downs, you can now display reference fields on the dropdown display fields some base build read permissions have been updated to open up access to tables that agents should have read access to to use some functionality (such as schedule configuration) inclusion of a fall through schedule for sla to pick up situations where no other schedule was defined inclusion of an out of box trigger to ensure outbound email notifications on sla get processed correctly