Hornbill is pleased to announce the General Availability of Supportworks ITSM Enterprise v3.6.

What’s new?

Improved Productivity and Service Experience

• Configure Call Reference Format per Request Type
• Resolve Problem Records
• Create Knowledge Article from Change Request
• Raise Change Request from Service Request
• Raise Change Request from Release Request
• Easily identify the source / origin of a Request
• Conduct Risk Assessment on Change and Release Requests
• View subscribed services against a Department
• Easily identify Third Party Services
• Easily distinguish and report on issues found in different environments e.g. Production or Pre-Production
• Set Application Rights for Service Level Management

Greater Process Automation

• Define authorisation hierarchy for request approval
• Specify Service Owners, Technical Owners and CI Contacts as authorisers
• Automatically notify document owner when KB article is updated
• Use Knowledgebase content to populate workaround in Problem Management
• Restrict progression of Release Request until all associated Change Requests are approved
• Only allow CIs to be edited at specified stages in a Change Process
• Automatically set the status of a released CI to ‘Live’ as part of the Release Process
• Automatically Log Change and Service Requests from email (AutoResponder)
• Automatically update resolved calls from email (AutoResponder)
• Attach emails to calls when logged or updated via AutoResponder

An Overview video of some of the features within ITSM v3.6 can be seen here and detailed release notes are available to download from the Hornbill Community Portal.