What's New in ServiceWise 7

TechExcel ServiceWise provides a businesses with a powerful incident and change management solution. Using TechExcel ServiceWise, support organizations may optimize every aspect of their support processes including the management of incidents and events, the company knowledge base and assets, and professional services and service level agreements.

New features and enhancements in ServiceWise 7 include:

• Incident-specific email recipient lists
• Search and query enhancements
• Form-based event state rules
• Asset management enhancements

ServiceWise 7 enables project administrators to enable and define rules for managing incident-specific email lists of incident stakeholders. Once enabled, project team members may define a custom list incident stakeholder email addresses every time they submit a new support incident to a project.

Every stakeholder in the incident-specific list is automatically notified whenever an e-mail message is sent regarding that incident based on incident notification or escalation rules.

Project administrators may enable and configure incident-specific email in the Incident Notification page of the Advanced Settings folder in any work project.

To enable incident-specific email three requirements must be met: (1) the Incident Email system control must be added to the New Incident page; (2) Incident-specific email must be enabled for each incident notification or escalation rule; (3) the {Incident Specific Email} variable is added as a potential recipient for each incident notification or escalation rule.

The Incident Email system control may be added to the New Incident page in the ServiceWise Admin client. Using controls in the Incident Email text box of the New Incident page, project team members may define a list of recipient email addresses. Every address entered in the Incident Email text box is notified by email when the incident is submitted to the project.

In ServiceWise 7, project team members that submit, edit, or forward incidents may be automatically designated as the default owner of those incident based on incident workflow ownership rules. Action performer default owner rules reduces number of clicks that are required to define and assign incidents and improves the flow of incidents.

Using controls in the Owner tab of the Workflow Settings page, project administrators may designate the {Action Performer} as the default owner of incidents in specific incident workflow states. Assign default ownership of an incident to the user performing the action automatically with the new {Action Performer} setting.

The {Action Performer} may be defined as the default owner for unassigned incidents or for incidents where the current owner is applicable or inapplicable.

In ServiceWise 7, report graphics now display report details whenever a data element is selected in a graph or chart.

ServiceWise 7 features an enhanced search bar that eliminate unnecessary clicks and makes it easier than ever for project team members to create, apply, save, and store searches and queries.

Quick search controls for ad-hoc search definition are now more accessible and the UI for managing and updating saved search queries is more intuitive. All saved search parameters may be applied to any of the view or report.

Dynamic date ranges may be defined as part of search queries and applied to all views and reports. The new date range search options enable project team members to define queries with dynamic date ranges.

For example, queries may be defined that return all incidents submitted in the previous week, month, or year.

Dynamic date range queries eliminate the need for project member to define and redefine queries to return current incidents. Project team members may save and apply a dynamic date range query at any time to generate temporal views or lists.

In ServiceWise 7, the state of an event may be automatically defined whenever a FormWise form is submitted to the project.

In ServiceWise, access to forms is based on event state. By automatically defining state of an event event based on the submission of a form, project administrator may better control access to form data.

In ServiceWise 7, introduces event attachment access controls restrict access to event attachments (forms or documents) by event state.

Event attachment access controls enables project administrators to define more secure processes and prevent document or form tampering after an event has reached a defined state. Some common processes that may benefit from this security enhancement include manager approvals, equipment requests, and surveys.

ServiceWise 7 introduces controls that enables administrators to define interproject state change rules that ensure that ownership of an incident is not changed. The {Keep Current Owner} option in the Target Default Owner dropdown list of the Interproject State Automation Rule window identifies the current owner of an incident as the default owner of incidents updated via interproject state automation rules.

ServiceWise introduce support for multiple languages in the ServiceWise Admin client, Windows client, Web client, and Employee Web Portal.

The optional ServiceWise Wireless Web module enables support users to manage queues and approve tasks and events remotely through an interface specifically designed for mobile devices.

ServiceWise 7 features an enhanced Wireless Web interface for mobile devices that provides quicker data access and more intuitive data entry.

ServiceWise 7 introduces asset searching in the ServiceWise Web client. Using controls in the Asset tab, support team members may search for employee assets by asset number, serial number, or asset name. In previous versions of ServiceWise, the user was required to browse for assets in the web client.

The search supports partial matches and wildcard characters to return possible matches.

Asset searching is an optional feature that must be enabled by the administrator in ServiceWise Admin. Administrators may choose to enable asset searching or browsing in the asset tree.

In ServiceWise 7, the {Current Owner} system variable may be designated as the recipient of incident escalation actions. Using this option, project administrators may define rules that escalate incidents to another incident workflow state, but ensure that the incident is assigned to its current owner.

In ServiceWise 7, project administrators may remove the Forward button from client GUI in transition-based projects using controls in the Workflow Settings page of the ServiceWise Admin client.

In ServiceWise 7 Web, the web page frame no longer refreshes when a parent field in a parent/child field relationship is selected. Child fields are populated without the frame reload which keeps focus on the selected field and improves the tab flow and usability of the Web client interface.

In ServiceWise 7, project team members may now group report data by Current Owner Group. Incidents are displayed and subtotalled by team group in the report.

The Current Owner Group may be used to group report data in all groups that feature the Group By option.

In ServiceWise 7, a new system field {Submitter} enables project administrators to configure autorouting rules that identify the original incident submitter as a potential target of an administrator-defined autorouting rule.