Mapping Complex Organizational Structures and Precisely Assigning Contacts
The new KIX 18.37 release improves the structure and performance of your ITSM and ESM software. It substantially expands organizational structures and enables precise contact selection. Additionally, features like faster template loading times and direct approvals via URL ensure more efficient day-to-day service operations.
Simplified Organizational Structures and Contact Search
More structure and easier contact selection
This new release substantially expands the ability to map larger organizational structures and their associated contacts in KIX. Version 37 allows you to define parent organizations, enabling you to accurately map complex structures. All contacts within an organization can now be assigned to their respective subunits.
This new feature enables more granular searches at the contact, subunit, and organizational levels.
First, select Organization. Then, select Contact.
Optional: Customization of ticket processing forms
As part of the expansion of organizational structures, you now have the option to customize ticket forms and dialog configurations. This allows administrators to specify that an organization must be selected first so that only associated contacts are displayed second.
Please note that this adjustment changes the workflow for all service agents. Therefore, we recommend aligning the ticket processing forms and dialog configurations and placing the "Organization" input field before or above the contact selection. This does not happen automatically.
General Improvements
Based on customer feedback, we have continued to optimize and improve our ESM solution, KIX. The following changes are included in version 37:
- Open object actions via URL
We’re simplifying direct work on tickets for occasional KIX users by allowing actions, such as approvals, to be opened directly without having to navigate through the ticket.
- Faster loading of templates and ticket action dialogs
Ticket forms now load immediately. When an object action is triggered, the filter checks for any changes that have occurred and prevents invalid actions.
- Expansion of conversation guides:
Conversation guide functionality in forms has been expanded. They can now be structured with multiple levels and extended with any number of follow-up questions.
Miscellaneous
+++ Automatic signatures added in accordance with the German Telemedia Act (TMG) +++ ARIA tags added for BITV compliance +++ The ENTER key is now usable for complex searches +++ Post-production assets are no longer displayed in the Asset Graph +++ The preview view has been adjusted +++ UI/UX improvements +++ Various technical adjustments +++