Workflow optimization, service catalog management, configuration management

Relative Initialization of Time Fields
In dialogs, fields for date/time entries can be provided with a relative initialization. This makes it possible to initialize action dialogs as needed, and the user has to make fewer entries. 

New usage context "System
The "System" usage context has been introduced so that a template can be used by macro actions or other automatisms rather than being selected by agents or self-service users. This is used in templates that are used by the new macro action "Create from Template" or in the upcoming add-on "KIX Maintenance Plan".

Form Fields - Field Type "FAQ Article Reference
In order to be able to create simple references to FAQ articles and to preset them in templates/actions, the field type "FAQ Reference" has been added. Such an input field automatically creates a link between the ticket and the referenced FAQ article. This is especially helpful in scenarios such as maintenance planning or in connection with the Field Agent App. 

The “Create from Template” macro action allows you to create a ticket based on a template. This makes it easier to set up jobs for automatic creation of subtasks.

SystemMonitoring now accepts email filter settings instead of always overwriting them with its own settings. 

Notifications The team setting "Reject" for already closed tickets can be answered with a customized notification. This actively informs the user that the ticket will not be processed. 

The default structure for assets of the class "Services" has been extended to include a planned effort in minutes.

The “AssignedConfigItemsMapping” configuration can now be mapped based on usage status. In combination with specific usage statuses, e.g. “Baseline Configuration”, it is now possible to display baseline assets or “shopping item” versions of assets in the Self Service Portal. 

The field layout for editing/creating a service contract has been optimized for ease of use.

Asset/CI attributes of the type Organization, Contacts, and Assets are now clickable, allowing you to jump directly to the referenced object.

Ticket age is now recalculated when displaying a ticket list. It is no longer included in the ticket properties when queried via the REST API.

PDF ticket printing now includes a section for customer and contact information.

The sort order of items in the communication history can be changed directly in the communication history. The last usage is saved as a personal preference.

The release information in KIX now contains links to the forum posts of the last releases. This makes it easier to see the list of changes.

The Self Service Portal 2 now also shows the time of receipt or processing in the communication history.

Reminder: Self Service Portal 1 (SSP1) will no longer be available as of release 18v31. Please switch to using SSP2 until then. 

The existing sorting entry in the personal settings of agent users will be removed in the future.

In version 18v30 there will again be several small improvements, such as disjunctive linking of search/filter criteria in jobs, adjustment of the search behavior for contact search by name, active notifications for email sending errors and extension of the workflow rules.

Furthermore we are working on the further development of the KIX Connect Webservice.

We are also working on sorting the ticket data in the backend, which should make load-more-pagination in connection with sorting more practicable. This sorting behavior was preferred by the participants of #KIXCONF 2023, among others, over a correct sorting by language settings.

However, the release of the add-on "KIX Maintenance Plan" is planned for the near future. We will keep you informed.