KIX Release 18.29

18/07/2023
 

KIX 18.29

NEW OPTIMISATIONS & FUNCTIONS FOR YOUR SERVICE MANAGEMENT

The current release primarily contains a large number of improvements, corrections and adjustments from initial feedback on the second generation of our Self Service Portal. In addition, UI/UX adjustments, performance and quality improvements complement this update.

Workflow - Templates/Actions (excerpt)

  • Relative initialisation of time fields
    • In dialogues, fields for date/time entries can be provided with a relative initialisation. This makes it possible to initialise action dialogues as needed and the user has to make fewer entries. 
  • New usage context "System
    • So that a template can be selected neither by agent nor by self-service users, but can be used by macro actions or other automatisms, the usage context "System" was introduced. This is used in templates that are used by the new Macro Action "Create From Template" or in the upcoming AddOn "KIX Maintenance Plan".
  • Form fields - Field type "FAQ Article Reference
    • In order to be able to create simple references to FAQ entries and to preset them in templates/actions, the field type "FAQ Reference" has been added. Such an input field also automatically creates a link between the ticket and the referenced FAQ entries. This is particularly helpful for application scenarios such as maintenance planning or in connection with the Field Agent App. 

›› You can find detailed information on this in the KIX Forum.

Admin_NewTemplate_RelativeInitialisation
Relative initialisation of time fields

Automation

  • The macro action "Create from Template" allows for creating a ticket based on a template. This makes it easier to set up jobs for the automatic creation of subtasks.
  • SystemMonitoring now takes over specifications set by e-mail filter instead of always overwriting them with its own specifications. 
  • Notifications The team setting "reject" for already closed tickets is answered by means of a specially tailored notification if required. The user is thus actively informed that no further processing will take place despite the query. 

›› You can find detailed information on this in the KIX Forum.

Contact_Additional_Mail_Addresses
Contact_Additional_Mail_Addresses

Service Catalog Management / Configuration Management

  • The default structure for assets of the class "Services" was extended by the specification of a planned effort in minutes.
  • In the configuration "AssignedConfigItemsMapping", assignments can now also be made based on the usage status. In combination with specific usage statuses, e.g. "Baseline Configuration", the display of baseline assets or "shopping item" versions of assets in the Self Service Portal becomes possible. 
  • The arrangement of fields when editing/creating a service contract has been optimised in terms of comprehensibility.

UX/UI "Miscellaneous"

  • Asset/CI attributes of the type organisation, contacts and assets are now clickable and allow a direct jump to the referenced object.
  • The ticket age is now recalculated when displaying a ticket list. It is thus no longer included in the properties of a ticket when queried via the REST API.
  • The PDF print of tickets now also contains a section for customer and contact information.
  • The item sorting in the communication history can be changed directly in it. The last usage is saved as a personal setting.
  • The release information in KIX now contains references to the forum posts of the last releases. This allows the list of changes to be viewed more quickly.
  • The Self Service Portal 2 now also shows the time of receipt or processing in the communication history.
CMDB_Asset_With_Reference_Links
Asset with referencing link
Ticket_CommunicationHistory_SortReversal
Item sorting in communication history

Miscellaneous and update notes

  • Reminder: as of release 18v31, the Self Service Portal 1 (SSP1) will no longer be available. Please switch to the use of SSP2 until then. 
  • The still existing input of the sorting in the personal settings of agent users will be dropped in future.

Complete feature list

A detailed documentation of all new features and the fixed bugs from KIX18.29 can be found in the KIX forum. There you can also send us your questions, hints or ideas about KIX at any time.

KIX-Forum 18.29›

Outlook

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

In addition, we are also dedicating ourselves to the further development of 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 behaviour was preferred by the participants of #KIXCONF 2023, among others, to a correct sorting according to the language settings. 

Before that, however, the release of the add-on "KIX Maintenance Plan" is scheduled for the near future. We will inform you about this.

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