DRYiCE SX R7

This release of DRYiCE SX (SX) includes enhancements in the Consumer Portal, Service Board, Work Item Board, Fulfillment, Incident, Problem, and Change Processes, Asset and Config Board, Rules Board, Service Desk Board, and Foundation.

With this release, we provide increased operational agility to our customers with improved notification capabilities, more configurability, optimized workflows, risk mitigation, and enhanced catalog management, thereby improving user efficiency and productivity. Towards this end, we have brought in new functionalities put forward in this release note

Consumer Portal

• The approval functionality on the ‘My Approvals’ page has been enhanced to allow an approver to add ad-hoc approvers on a ticket that is pending approval. To add ad-hoc approvers, the approver will have to click on the ‘Approve’ button to select an additional approver from the pop-up list or otherwise approve the ticket. With this functionality, the approver will now be able to add relevant approvers with the relevant skill sets and experience on a real-time basis to improve the approval process
• A ‘Refresh’ button has been introduced on the ‘My Approvals’ page so that an approver can refresh the list of requests that are pending for their approval if required. It helps the approver to see the update list whenever they wish to
• The ‘Submit’ button on the ‘Order Now’ page will now be enabled only after the provide information (PI) section appears on the page. This feature has been added to prevent a requester from submitting a request before going through the PI questions section, which must be filled up before the request is submitted
• SX is now available in German, allowing users to choose it as their preferred language to interact with the product. All requests that have been referred back by the approvers will now be accessible to the requester in the default list view section on the ‘My Request’ page. This will allow the requesters to access all requests from a single source and take necessary actions on the ones referred back.
• The ‘Additional information’ section on the right-hand side of the ‘My approval’ page will now display the quantity requested for a service for which the approval has been triggered. The information will allow the approver to reject, approve or refer back the approval request after considering the quantity of the service that has been requested.  

Consumer Portal and Service Desk

The requester’s current work and permanent location will be displayed along with all the other request details under the ‘Requesting for’ tab on the ‘My Request,’ ‘My Approval,’ and the ‘Service Desk’ pages to allow the approvers as well as the service supporters to view those details and take appropriate actions.

Work Item Board

• The incident provisioning process has been improved by making it mandatory for an incident user or manager to take ownership of a ticket once the ticket has been moved to the ‘Submitted’ stage by providing their detail in the ‘Individual’ field of the incident form before they are allowed to change the status of the ticket in ‘Submitted’ stage
• The problem provisioning process has been improved by making it mandatory for a problem user or manager to take ownership of the ticket once the ticket has been moved to the ‘In Review’ stage by entering their detail in the ‘Individual’ field of the problem form before they are allowed to change the status of the ticket in ‘In Review’ stage
• The change provisioning process has been improved by making it mandatory for a change user or manager to take ownership of a change ticket once the ticket has been moved to the ‘Under Review’ stage by entering their detail in the ‘Individual’ field of the change form before they are allowed to change the status of the ticket in ‘Under Review’ stage
• The fulfillment ticket provisioning process has been improved by making it mandatory for a fulfiller to take ownership of a fulfillment ticket once the ticket has been moved to the ‘Under fulfillment’ stage by entering their detail in the ‘Individual’ field of the fulfillment form before they are allowed to change the status of the ticket in ‘Under fulfillment’ stage
• The users having access to the Fulfilment, Incident, Task, Problem, and Change modules of the ‘Work item board’ will now be able to view the graphical and list view of tickets based on a date range specified in the ‘Reported on’ search filter which is available on the list view of all these modules
• Sticky filters have been introduced to allow a user to select common filters for both the list and graphical view on the Tasks, Incident, Fulfilment, Problem, and Change modules of the ‘Work Item Board.’ The use of sticky filters will allow the user to retain the selected filters while switching between the views without resetting the filter again

Notifications

• A link to the feedback section of SX has been provided in the feedback reminder email notification to allow the recipients of the notification to access the feedback section of SX directly from the email, thereby improving the feedback experience
• Whenever a requester posts a comment on a raised request from the ‘My Request’ section, an email carrying all the relevant details related to the comment will be triggered to the requester and the assignee, thus updating all relevant stakeholders in real-time
• Whenever a requester cancels a pending approval request, an email notification carrying the relevant cancellation information will be triggered to the approver in real-time, informing them about the cancellation
• Whenever a request is referred back by the approver, an email notification carrying all the associated information related to the refer back will be sent to the requester to review the details and resubmit the request accordingly
• A notification will be triggered to the user admin and the user when a user tries to log into SX for the first time. The notification will inform the user that they would be able to log into their account only after the user admin has activated it.  The user admin will know that the user has tried to log in to SX
• The cancellation notification will now include the reason for the cancellation of requests, benefiting requestors

Asset/Config Board

• A user having access to the Asset/Config board will view a graphical representation of CI-to-CI relationships by clicking on the newly created ‘Related CIs’ button present on the left-hand side of the Asset/Config item form. The graphical representation will help the user to understand complex CI relationships intuitively
• A ‘Type’ field has been introduced on the create and edit form on the asset and config board to allow an asset and config manager to categorize a resource as a CI or an asset or both. The proper categorization of the resources will allow the asset and config manager to manage the resources efficiently
• An asset and config manager will be able to download the CMDB data from the data queries section to analyze and review the CMDB information

Service Board

• Questions of the type ‘Dynamic drop down’ have been enhanced so that a catalog manager will now be able to configure the data source from where the data values will be fetched and rendered in the dynamic drop-down list. This new functionality will improve the catalog manager’s flexibility to configure the ‘Provide information’ section of a service offering
• The audit log on the service board has been enhanced to capture the changes made by a catalog manager to various components of a service offerings components so that the changes are documented and available for audit purposes. The audit log will now capture changes made to approvals, attributes, chain entities, components, entitlements, pricing, ordering information groups, ordering information, self-service actions, preferences, fulfillment plans, related offerings, and disclaimers of a service
• A catalog manager will be able to configure service offerings in any of the languages enabled on SX by clicking on the ‘Language Activation’ icon displayed on the top right corner of the ‘Service Item Details’ page. All configurable components of an offering including ‘Name,’ ‘Short Description,’ ‘Description,’ ‘Attributes,’ ‘Components,’ ‘Disclaimer,’ ‘Ordering Information,’ and ‘Category’ can now be translated for the end-users to search and order services in their preferred language of choice

Rules Board

The list view on the AMS board has been enhanced with the addition of multiple search filters, including ‘Consumer Company,’ ‘Service Name,’ ‘Module Name,’ ‘Event Name,’ ‘Status,’ ‘Location’ so that the catalog manager can filter the list of rules and access the required rules quickly

Change Management

• A ‘Risk Assessment Form’ has been introduced in the ‘Normal Change’ workflow to allow a change manager to take an informed decision in approving a scheduled change after calculating the risks associated with it. The submitter of the proposed change will need to fill in the ‘Risk Assessment Form,’ which would calculate the risk based on ‘Risk occurrence probability,’ ‘Impact if the risk is realized,’ and ‘Control effectiveness
• A change collision detection functionality has been introduced in the ‘Normal Change’ workflow to allow the submitter of the change to check for any existing change conflicts with any maintenance or blackout window or any other scheduled change allowing them to make an informed decision on whether to reschedule the change to avoid the conflict or to go ahead with the schedule
• A ‘Post-implementation review’ stage has been introduced after the implementation stage in the Normal Change workflow. A change manager or user will now have to click on the ‘Post Implementation Review’ icon from the hamburger menu and fill up the entire questionnaire displayed on the right-hand side of the screen to move forward in the process
• A user with access to the change module on the ‘Work item board’ will now be able to view the change requests that are in the “Refer back” state by applying the filter status as “Refer Back” on the ‘List view’ of the change tickets

Foundation

• A ‘Company’ drop-down has been introduced on the ‘Create Department’ and ‘Edit Department’ pages under the ‘Department’ module on the foundation portal so that the app admin can conveniently filter organizations based on Company and then create or edit the corresponding departments, thereby enhancing their experience
• An app admin will now be able to configure the sequencing of advertisements while creating or editing advertisements in the foundation portal so that they can be sequenced and displayed on the consumer portal in the order of their perceived importance
• The ‘Favicon’ icon representing the foundation portal on the app admin’s browser tab has been updated to include 'SX Foundation' to identify the correct browser tab on which SX is opened, thus enhancing user convenience
• An app admin will now be able to view all the drop-down values arranged in an alphabetical order on the foundation portal, which will allow them to easily and logically discover the required values
• The ‘External link’ functionality in the foundation portal has been enhanced by extending the limit on the number of characters from 50 to 500, enabling external links with longer names to be displayed on the consumer portal

Incident Management

• An incident manager will be able to reopen a fixed incident by clicking on ‘reopen incident’ in the hamburger icon on the edit incident page inside the incident module of the “Work item board” so that a fixed issue that reappears can be reopened
• The request numbers mentioned under the 'Related work item' icon on the incident form within the incident module of the ‘Work item board’ have been made clickable. Upon clicking on the request number, the user will be redirected to the corresponding fulfilment, incident, problem, or change request

Integration

A New functionality has been introduced to provide a deep link for each of the service offerings. The deep link has been embedded in the service detail API from where external applications can access it. The users will be redirected to the corresponding service offering upon clicking the link from an external application

Following is the list of bugs that were fixed as part of this release.

Consumer Portal

• Fixed an issue on the consumer home page where a consumer was unable to search and order any offering that was mapped to the newly created category by the catalog manager
• Resolved an issue on the consumer homepage that allowed consumers to search and order service offerings that had already been suspended by the catalog manager
• Resolved an issue on the ‘Order Now’ page due to which the value in the ‘Total Payable’ field was being miscalculated upon changing the quantity field

Work Item Board

• Fixed an issue on the incident, task, problem, and change modules of the ‘Work Item Board’ where the ‘Refresh’ button was not working on ‘Problem Edit,’ ‘Change Edit,’ ‘Incident Edit’ and ‘Edit Task’ pages
• Fixed an issue in the date search filter on the ‘Work Item Board’ where the users were able to populate the ‘From’ date field with a value that was greater than the value entered in the ’To’ date field
• Resolved an issue in all modules of the ‘Work Item Board’ where users were unable to see tickets assigned to a selected group due to ‘My Groups’ filter not working properly
• Fixed an issue on the fulfilment module of the ‘Work Item Board’ due to which the users were being showcased incorrect data upon simultaneously applying the ‘Tagged’ and ‘Requested on’ filters on the fulfilment list view
• Fixed an issue on the task module of the ‘Work Item Board’ due to which the users were unable to search the task tickets in the search bar of the task list view by using their corresponding parent ticket numbers
• Removed an issue on the task form within the ‘Work Item Board’ where the status of the tasks created from problem and incident tickets were not updated to ‘In progress
• Resolved an issue on the fulfillment module of the ‘Work Item Board’ due to which a support user was unable to connect configuration Items with a fulfillment ticket by clicking on the ‘Relate CI’ icon present on the fulfillment form

Change Management

• Fixed an issue on the change module of the ‘Work Item Board’ where the change manager was able to update the status of the change ticket from ‘Under PIR’ to ‘Completed’ without populating the mandatory fields on the form, such as ‘Urgency,’ ‘Reason for Change,’ and ‘Implementation Group
• Fixed an issue on the change module of the ‘Work Item Board’ where the change manager or user was unable to use the ‘Tagged’ filter to display only the list of change tickets that were assigned to the user

Foundation Portal

• Fixed an issue on the ‘Groups’ module of the Foundation portal, where the app admin was encountering an error while trying to edit a group
• Resolved an issue on the Foundation portal caused by the display of all the mandatory fields on the edit user form as non-mandatory fields
• Fixed an issue on the user module of the Foundation portal where the app admin was encountering an error while selecting a company on the add user page

DRYiCE SX™ simplifies employee experience through a unified digital marketplace for all IT and business services.

For product-related inquiries, please reach us at support.dryice.ai@hcl.com