Version 10.0 Platform

See also: Previous Enhancements

Upcoming Enhancements

Ability to Create New Applications

At the moment, you create a new Dynamic Case Management (DCM) application by customizing the (one and only) ServiceDesk application. That mechanism works fine for one application, but it doesn't let you have more than one DCM application at a time. What you need is the ability to create a new DCM application. That functionality is on the way.

Global Email Templates

Previously, email templates were created for each object (for example, the Cases object). That capability still exists but now, global email templates can be created. Those templates can be used when sending a message from any record in the system (for example, from records in the Contacts or Tasks objects.

Add and update records using simple URLs

Using a URL with the right format (and assuming you are logged into the platform), you can add or update a record, just by visiting that URL in your browser. For external applications, it means that adding or updating application data has never been easier.

User-Role Function

The user.appRole() function can be used to test the User's role in the current application, in real time (important, since users can have more than one role in any given application). That function can be used in Form Layout Rules for example, to vary the appearance of the form based on the user's role.

Enhancements as of May, 2013

Multi Step Tasks

Case Agents can now create an "ad hoc" process while managing a case, by creating a Multi Step task.

Learn more: Multi Step Tasks

Role-based Process Control

The ability to start and stop a given process can now be determined by a user's Role.

Learn more: Process Settings

Custom Form Actions in Case Forms

Action buttons can now be added to Case Forms, and to Forms created for records in other objects.

Learn more: Custom Form Actions

Global View of Business Rules

It is now possible to view all Business Rules defined for the current application.

Learn more: All Business Rules

Rules for Import Events

It is now possible to trigger rules when records are imported. Rules can be triggered by individual records, or by the import process as a whole.

Learn more: Event Rules

Print Cases and Other Records

When you're viewing a record and you open the list of Actions in the sidebar, you now have a Print option. You can choose the Form or Document Template to use for printing, choose Portrait or Landscape mode, and choose whether to save the document or view it online.

Learn more: Use a Template to Print a Record

Customizable Auto Completion

It is now possible to determine how Auto Completion works. You can specify which fields are searched for the text the user types, and which fields are displayed to help the user determine which record to select.

Learn more: Auto Completion

Access to Google Calendar

Users can now access their Google Calendars from within the platform, if the system administrator allows it.

Learn more: Google Calendar