We start September with some exciting news and brand new functionalities for both of our products, InvGate Service Desk and Insight. Fasten your seatbelt because you’re about to see some serious improvements in user experience, workflows, security, Data Management, and more.
In particular, we’ll introduce you to:
- Improvements in workflow stage assignments.
- External link alert
- New default privacy options for comments.
- New Software Compliance feature.
- SCIM integration.
Let’s get into details!
InvGate Service Desk
Workflow stage assignments
Because we know efficient workflows make the foundation of a well-functioning service desk, we are always looking for ways to improve them and their customization possibilities.
Up from version 7.57.0, you will be able to assign all workflow stages to specific users or help desks. With this update in place, you can assign a person responsible for each step of the flow, thus preventing unassigned requests in reports and ensuring that all requests are routed to the agent responsible for each stage.
Enhanced user safety
As for security, we have incorporated new measures to address the risks posed by external links. It's quite common that users click on a link unaware that it will take them to an outside website.
In order to address this, every time a user clicks on an external link in a knowledge base article, request, or a comment in requests, the tool will now display an informational pop-up showing the URL you are being directed to. This way, users are alerted before navigating to unknown pages and can make an informed decision prior to proceeding.
So, to provide our users with enough flexibility to address this situation, InvGate Service Desk now allows them to set a default privacy mode for comments across all requests (version 7.57.0 onwards).
This has a double benefit. On the one hand, if you’re able to choose that all comments are labeled as internal by default, you can avoid sending all users involved in a ticket a private message that was supposed to be seen only by agents. On the other hand, and regardless of your default choice, you can further align your ITSM practice with your organization's communication policies.
New Software Compliance feature
Now it’s InvGate Insight’s turn to shine, starting with enhanced software compliance capabilities. Up until now, you could use InvGate Insight to manage software contract licenses, access their financial information, and track both the total number of licenses you possess and how many of those are currently in use. However, you needed to work a bit with this information to be able to pull out some conclusions.
But those times are long gone with the new Software Compliance feature. From version 1.114, it will bring all those insights together into a single view, so that you can:
- Monitor and control software installation and usage within your organization.
- Maintain a record of acquired licenses.
- Ensure that the number of installations matches the purchased licenses.
- Guarantee that only authorized software is being used, and that it’s in compliance with the terms and conditions outlined in the licenses.
Last but not least, InvGate Insight 1.114 also incorporated System for Cross-Domain Identity Management (SCIM) integrations with Okta and with Azure AD. With this new update, you can now perform user provisioning and authentication directly from your Identity and Access Management tools.
And that’s it for this month! Remember, if you have any further questions about these updates or anything else regarding our products, you can always contact our support team or your dedicated partner. They’re always keen to help out in whatever you need!