0
2.3.18
Australia Patch 1, Australia, Zurich Patch 6, Zurich, Yokohama Patch 12, Yokohama, Xanadu Patch 4, Xanadu
Standalone Application
Service Exchange for Consumers simplifies the interaction between consumers and service providers by offering features like Remote Catalog for seamless service requests and Remote Choice for real-time option selection. It ensures secure and authorized access through Personas and Authorized Users, while Provider Task and Remote Task facilitate transparent and collaborative multi-instance workflows. Additionally, the Transform feature allows both parties to manipulate inbound and outbound data, and makes the whole process flexible and efficient.
Key Features Include:
- Proactive cases: Providers can collaborate and be transparent with customers by sending Provider Tasks to the consumer instance.
- Provider Task: Providers can send Case alerts proactively to their connected consumers via the Provider task table without setup or configuration for the purpose of being transparent and collaborative.
- Transforms: Enables a provider or consumer to transform inbound and outbound data for Remote Tasks.
- Virtual Fields & Transforms: Enables mapping and transformation of fields not present in both instances.
- ScratchPad: Share name/value pairs between instances as JSON data on Provider Tasks and Remote Tasks.
Connections tab in the Service Exchange Center
- Create, view, request, and offboard provider and consumer connections from a single location in the Service Exchange Center. Search and filter connections without navigating across multiple screens.
Improved consumer registration and onboarding
- Onboard consumers faster with a guided, step-by-step registration experience. Upgraded consumers are automatically redirected to this experience to receive clearer progress indicators during onboarding, and actionable messaging for failure and delay scenarios, minimizing onboarding friction and support dependency.
Improved FDS capabilities
- Improve your connection experience, by syncing Knowledge Base articles between provider and consumer instances.
- Reduce data inconsistencies by maintaining sys IDs for CMDB data and dependent relationships through transform maps.
- Ensure CI functionality is preserved on the destination instance by choosing to automatically create CI dependency relationships when relationship data is received from the source.
- Improved compliance through restricted data sync from non production instances to production instances for CMDB tables.
Journal Field Framework enhancements
- Increase flexibility in journal data synchronization between provider and consumer instances by mapping multiple source fields to a single target journal field.
- Configure journal fields such of type journal_input fields alongside journal type, ensuring all journal entries are preserved during synchronization without requiring custom scripting
Group-based persona assignments for Remote Catalog
- Assign Remote Catalog personas to user groups so existing group-based access management practices extend to Remote Catalog, reducing administrative effort by managing access at the group level instead of individual users.
- No manual dependencies