Changes to the Administrator Guide

The following changes to the Administrator's Guide have been introduced in ChangeGear 8.3.

New Features and Enhancements

Self-Service Portal

  • Responsive Layout and Enhanced Widget Designer
    The Self-Service Portal editor has been enhanced to provide new codeless customization controls to configure the layout and personalize widgets. Self-Service Portal now provides a responsive page layout allowing the choice of fit to screen, scroll vertical or horizontal, or simply a fixed position. A ‘WYSIWYG’ designer has been added to widgets to quickly change formatting, font, and text sizes with ease.

Integrations

  • API Token Support for Integrations
    This enhancement provides the ability to use API tokens in ChangeGear. API tokens allows to authenticate with ChangeGear REST APIs for integration with Jira, TFS etc.

Luma Machine Learning Platform (formerly Luma ML)

  • Field Recommender Functionality on Incidents initiated by End Users
    Luma’s Field Recommender functionality is now available for tickets created by end users in ChangeGear 8.3. Now, end users can take full advantage of ChangeGear real-time Machine Learning to get confidence-based data recommendations when filling out ticket form fields.
  • User Feedback incorporated in Text Similarity models

    Luma Text Similarity model(s) now incorporates user thumbs up/down feedback in its Machine Learning, so users are  presented with more relevant and current answers to their inquiries. Luma Suggestion Center  is one of the major beneficiaries of this enhancement.

Other New Features and Enhancements

  • Global Settings Added to Web Admin

    ChangeGear has an all-new web-based UI for configuration of Notification, EWS OAuth, and LDAP settings.
  • Workspace - Activities widget

    This enhancement will provide users with the ability to save their activities widget view in Workspace, so that when they navigate away from Workspace and back again, they will be able to work from the same view. This save would apply to both the Activity and the system view selections.
  • Email Connector Enhancements  

    ChangeGear Email Connector has undergone some much-needed enhancements after bringing the base functionality to the Web UI with ChangeGear 8.0. Now with ChangeGear 8.3, support will be provided to start/stop Email Connector service. Email Connector will now filter out automatic replies, allow entry of email address(es) to notify an administrator when Email Connector failed to parse an email, allow field mapping of Boolean fields, functionality to append new CC recipients in the email thread to the existing ticket and allow for custom commentary and large string fields to be mapped via the UI.
  • Display of Asset Management License Information

    ChangeGear Admin Dashboard in the Web UI has been enhanced to display licensed Asset counts.
  • Search Upgrades

    Internal upgrades to search mechanisms has improved search performance
  • Document Service Upgrades
    Internal upgrades to document service for better performance and improved support for file types like .msg files.
  • Support for MS SQL Server 2019
    On premise customers can reliably upgrade to MS SQL Server 2019 and avail its performance benefits.
  • Upgrades
    Upgrades to internal frameworks and libraries to take advantage of enhancements, fixes, better performance, and UI responsiveness along with newer security features.