Motadata ITSM – Eagle 2.5.0 – Release Note

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Introduction of new components

  1. Service Catalog :

    IT departments can design a pre-defined list of services items as a catalog which is available in requester portal as shopping service experience. Users can rely on the Service Catalog to avail services from the IT department. Motadata provides service catalog solution that helps in streamlining service management to increase opportunities for self-service.

    Benefits :

    • Improves customer satisfaction
    • Improves the reputation of IT service department
    • Provides efficient engagement channel for standard services with or without authorizations
    • Showcases availability of services for business user consumption
    • Improves IT opportunities for service automation resulting in higher service delivery performance

  2. Purchase Management :

    Purchase department can streamline Purchase process of buying goods and services from a vendor and take complete control of every aspect of the purchase. It automates complete cycle from purchase requisition, approval, purchase order, invoice, payment, receive, inventory and reconciliation of a variety of assets. Moreover, Product Catalogue, Vendor Catalogue along with pre-defined price and tax template, Motadata Purchase Management module makes Purchase Order creation process simple, easy and consistent.

    Benefits :

    • Maintenance of proper and updated records of all transactions.
    • Avoid stock out situations.
    • To follow financial prudence.
    • Reduction in inventory cost.
    • Development of good relationships with existing vendors.
    • Managing the departmental expenses of an Organization.

  3. Contract Management :

    Contract Management automates the practice of managing the life-cycle of contracts. Contract creation, execution, and analysis come in the ambit of Contract Management.

    Benefits :

    • Maximize the operational and financial performance of an organization
    • Notifications for renewals of the contract
    • Centralize Contract and its related asset information.

  4. Native Mobile App (Android & iOS)

    Motadata native mobile app offers a variety of features which is most useful for both technician and requester when they are working out of their desk. It especially helpful for the field technician.

    Our Mobile app has mobile-friendly features for

    • Incident Management
    • Knowledgebase
    • Asset Management
    • Approvals

    It is a native application built for both platform

    • Android (Tentative on 17th August in the Google Play Store)
    • iOS (Submission to Apple App Store tentative on 31st August)

  5. Dynamic Form Builder for Customization

    Understanding every organization has variation in implementing IT processes, Motadata extensive built-in dynamic form builder allows to support various type of custom field with drag’n drop experience. It supports Text, Multi-Line Text, Number, Date, Radio, Checkbox, Drop-Down field with its own special property like mandatory and other validation. Our FlotoUX makes sure that custom field nicely intervenes with existing core field for simplified experience.

    Custom Field Everywhere, offers :

    • Ability to Search on Custom Field
    • Tabular & Matrix Report on Custom Field
    • CSV Import into Custom Field
    • Workflow & Approvals with Custom Field
    • Custom Rules on Custom Field

Service Desk & Asset Management – New Features

  1. Request – Canned Response : For Repetitive/Frequent request, Service Desk can design pre-defined response and now Technician can just respond/resolve the request in few seconds to improve productivity.
  2. Link from My Assets on Request : Requester can browse through his/her own assets in customer portal and attach in incident/request, so request content has more context and overall it will have a faster resolution time.
  3. Customizable Feedback Form : Service Desk can design a set of a questionnaire for Customer Service Satisfaction survey using a dynamic form builder and it will be sent upon resolution of service-request.
  4. Guest User Request – Sign Up Link : When guest user reports a service request, ITSM will send self-signup link in acknowledgment email, so the guest user can browse through its own tickets in customer portal as the logged-in user. This can be driven by configurable organization policy.
  5. Explicit Approval Selection : Apart from workflow-driven, Technician can explicitly select for whom to ask Approval for. This can be driven by configurable organization policy.
  6. Configurable Notification Days : Service Desk admin can now configure before how many days certain expiry and warning notification (i.e. License expiry, contract expiry, payment due alert etc.)
  7. BIOS Component Discovery : Motadata discovery engine and an agent will discover BIOS component of a computer for both Windows and Ubuntu Linux Machines.
  8. Improved Asset Relation Topology design : Underhood technology change makes easy to design and visualize the direct and inverse relations between assets.

Desktop Automation – New Features

  1. Remotely Push Windows Registry Updates : You can create a single value or multi-value typed windows registry template and then select computers or networks as a target to push those updates with a simple flow. It also supports dynamic windows variables to support different directory location in target computers.
  2. Relay / Distribution Server : Customer who have geographically distant multiple branches with thousands of desktop, Relay Server act as distribution point per single branch for Patches or Package deployment to save inter-location bandwidth which usually has higher latency.
  3. Batch Deployment : Our deployment command issuer design makes sure your internal network bandwidth does not chock up due to patch or package deployment such your user can have a lower impact due to this activity. Our algorithm consider all asynchronous scenarios and allow to deploy patches in batches; same time make sure it complete the overall task as soon as possible.
  4. Retry Configuration for Deployment Request : There’s always a chance of failure of remote deployment due to the availability of agent or network issue. Retry configuration allows remote-deploy-admin to retry count and other parameters for the request.
  5. Remotely Uninstallation of Patches & Software : Similar to installation, Supported patches or software can be un-installed via remote deployment request.
  6. Software Installation with default non-silent Installer : Not all software are supported to be installed silently as it required explicit inputs. Motadata support feature to provide explicit inputs upfront and allow to install software silently.

Administration & Support – New Features

  1. Periodic DB Backups : Administrator can configure to schedule ITSM database backup.
  2. Workflow Action – Add me as Watcher : New action type added “Add me as watcher” in workflow action to allow subscription of notification certain events.
  3. Ability to Change Super Admin : Ability to transfer to ownership of Super Admin role to another technician.
  4. Actuator Services via Support Console : Apart from downloading logs, License apply and download DB backup, System now supports a special kind of Production grade services called “Actuator Service” which will help us to diagnose system configuration, JVM memory utilization via single Web-UI interface, So Customer Support can be faster and smoother.
  5. Agent Watchdog Service : Standalone Agent watchdog service allows to upgrade agent remotely for the environments where there’s no domain controller setup.