Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Mar 15th. For Estate, Pro, Forest, and Enterprise plans will be available on Mar 30th.
Product version: 2022.R03L.01
Enhancements:
Add SPF and DKIM Email Authentication for Custom Email Domains
Category: Security
Improve your IT security by protecting email senders and receivers from spam, phishing, and spoofing using SPF and DKIM email authentication.
Freshservice Admins can now set up and control this for their organization's domain names directly from their email settings. This will assist them in improving the deliverability of their emails and also enable them to set up DMARC to further ensure the integrity of any outgoing communications from their domain.
Neo Admin Center: Idle Session Timeout
Category: Security
Easily configure idle session timeout duration for your users' sessions from the session management section, in the security module of the Neo Admin Center. Once enabled, users will have to reactivate sessions by logging in as per company policies. Go on and enforce both security and compliance, at one go!
More details here
Note: This is available since mid-February on all plans with the omnibar.
Reporting on Asset to TPCR Association
Category: IT Service Management
Users can now generate reports on assets with association to tickets, problems, changes, and release modules. This helps in having a drilled-down view on assets based on the properties of tickets, changes, problems, or release modules.
Note: This feature will be available to all plans after 15th March.
Reporting on Associations amongst Problem-Change-Release Modules
Category: IT Service Management
Making reporting between modules easy and quick.
Users can now generate reports on:
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Problems with association from incidents
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Changes with associated tickets initiating changes
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Changes with associated incidents caused
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Changes with associated problems
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Releases with associated changes
This will help users carry out detailed analysis and deep-dive on problems, changes, and release modules.
Note: This feature will be available to all plans after 15th March.
Approvals Module in Analytics
Category: IT Service Management
Enhance the speed of internal processes through insights from the new Approval reporting module under Analytics. Easily track average approval timelines across various service items and change requests. Create customized widgets to study approvals by category, approver, and more!
Note: This feature will be rolled out to all customers by the end of March 2022.
Disable Automatic Resolution of Incidents Based on Alert Resolution
Category: IT Operations Management
An incident is automatically resolved if all associated alerts get resolved by default.
However, users can now change this behavior by disabling the associated toggle on the “Alert Automations Settings” tab under “Alert Rules”.
Note: This enhancement will be available to all Pro and Enterprise customers by the end of March 2022.
More details here.
Enhanced Jobtitle conditions in Requester Groups and Workflows
Category: Workflows/Automation
Admins can now craft conditions more efficiently by grouping similar requester job titles together.
For instance, create groups containing multiple directors across the company using the ‘contains’ condition.