Time management with SLA
With the objective of expanding controls and mainly providing managerial visions more directly on the application of process SLAs, the feature in question has received a package of improvements. From this version, the SLA column, present on the main problem management and view screen, now provides a percentage view of the SLA status and additionally allows access to the absolute data corresponding to the SLA level being applied, beyond the elapsed and missing times.
Likewise, these data can be accessed in the views of the executors, either in the listing of the tasks, activity data or in the Kanban itself, providing a faster decision making on the part of the executors as well, regarding the prioritization of tasks.
On the management side, a new vision was made available with the consolidated times by level of configured SLA, allowing a more careful evaluation while complying with the SLA's.
As there has been a change in the data pattern and especially the content (with regard to SLA) of the main screens, if there are specific analysis panels based on these views, it is necessary to adapt them and to compose more data that can be used. |
Customer as requester
In routine attendance of demands and/or occurrences where they involve an external customer/requester, they can now be better structured in SE Suite with the increase of the use of the figure of the requester in automated processes. From this version, the customers of the system can be used to indicate the figure of the applicant in the process.
E-mail import rules
In the routines of service processes, it is common the interaction with users/applicants by email, both regarding the opening of an occurrence/request, as well as in the treatment of actions during service. In this scenario, from this release, the feature that was available in SE Incident was also replicated to SE Problem and will allow to automatically monitor/import emails into the instances generating events, so that from an email/interaction, an instance can be started, a history can be included or flow status can be changed from a pre-mapped action that will be performed.
