ServiceBoard (Nexus) - Early Access v1.0.2506.82 - English

The early access version can be downloaded via our c-ftpcan be downloaded. The official release will then be made available as usual via River and c-ftp.

The following adjustments were made in this version:

New

Note regarding the "old" ticket list:

The previous ticket list is still available to you in this release. With the next release, it will then be replaced by the new "Tickets 2.0" list as planned. Feel free to use the transition period to familiarize yourself with the new views.

General - Secret key:

If the secret key is not set or is incorrect, the following will now be displayed in the "Tickets 2.0" list as well as in the Customer area (tickets) a note is displayed. This contains a Link to instructions for correct configuration.

Improvements

c-entra - Integration of c-entra into ServiceBoard (next)

In the user menu (accessible via the profile picture in the top right corner), "c-entra" has been added, with a link to our chatbot "c-entra." Several topics are already provided here, and it is also possible to ask further questions under "I have a specific question." For more information, see Integration of centra into ServiceBoard (next).

Checklists

• A symbol is now displayed in the ticket if there is an open checklist. This makes it easier to keep track of outstanding tasks directly in the ticket.
  
  

  

AI-supported wording for professional email communication available

• Texts can now be specifically revised for use in professional emails. With the help of the available AI license content can be adapted to ensure that it is stylistically correct and formulated in the desired tone—ideal for external communication. For more information, see AI-supported wording for professional email communication available

Ticket list "Tickets 2.0"

New columns and advanced filters in the service board

Numerous new columns have been added, so that almost all columns from the old service board are now also available in the new one. In addition, the Filter options significantly expanded – especially for Date fields comprehensive filter options are now available, and you can access all columns be filtered.

Kanban view available in Ticket List 2.0

In the Ticket list 2.0 is under "Layout" now the option "Display as Kanban" available to display tickets in a Kanban view.
Currently, the known categories are Status, type and Priority available, an expansion is planned.

Conditional formatting in the "Tickets 2.0" ticket overview

Tickets in the "Tickets 2.0" overview can now be highlighted in color depending on their due date. The time intervals for the color coding can be configured individually and enable a quicker visual assessment of urgency.
Further information on this can be found at Conditional formatting in the "Tickets 2.0" ticket overview

• In Ticket List 2.0, the context menu (right-click on ticket) has been replaced. It now offers the same functions as the context menu in the old ticket list.
  

  

Tickets

• A search option and a display for inactive link numbers (where all tickets have already been closed) have been added for link numbers.
  

  

• Clicking the middle mouse button on a Quicksearch result now opens the ticket in a new browser tab.

Scheduling

• Directly accessible from the ticket

• Automatic booking of ticket time

• UI optimization for greater usability

• Bug fixes for the utilization display and more

Fixed bugs

Checklists

• It is no longer possible to directly check off main items in checklists. A main item is now automatically marked as completed as soon as all associated sub-items have been checked off.

SBN in general

• When calling tasks or devices, a 404 error no longer occurs if an additional path (e.g., /testservice) is defined in appsettings.Production.json under URL.

Tickets

• The problems with assigning service modules in times have been fixed. - If a time is recorded with "Service," the contract and master sheet are now also assigned.

• When a time is recorded as "Arrival/Departure," the contract for the actual time is now transferred to both arrivals and departures. Furthermore, the checkbox for "calculable" has been added to arrivals and departures.

• The behavior whereby, after creating two consecutive comments, the attachment from the first comment was automatically added to the second comment has been fixed.

• If the option "Display note in customer master" is deactivated in c-entron under Global Settings - Controlling - Dunning - General for a dunning level, no dunning message will appear in the Service Board (Nexus) when opening a ticket.

• The missing filter for the "Responsible" column has been implemented.

• The WebService method has been adapted to transfer the status stored in c-entron under "Global Settings - Ticket - Helpdesk - Status for 'Change status automatically'". The ServiceBoard (Nexus) has been expanded accordingly to process this status correctly.

• If a user does not have the "Show help desk" right, no UPS error occurs during login

• The filter function for categories in the ticket list has been corrected. Main and subcategories were previously displayed unsorted in a common list; now they are displayed in a structured manner and in the correct order (according to the numbering in c-entron settings).

• A bug has been fixed where the LunchTime field in the hlpdsk_timer table was filled differently depending on the application, which led to discrepancies in evaluations. For consistency, a default value is now automatically set when saving a ticket if no LunchTime value is available. In addition, a regular background check ensures that missing (NULL) entries in the field are also filled with 0.

• The "Start" field no longer jumps unintentionally when entering times. The time originally entered is now retained correctly—even after switching to the "End" field to enter the end time and then switching back.

• When changing the contract in the ticket, priority and due date are now automatically adjusted via LiveUpdate. SLA priorities are no longer available for selection but are entered directly if the contract contains one – in this case, manual priority selection is disabled (field is grayed out).

• Linking multiple tickets now works again. Previously, the message "List is empty. (Parameter 'helpdeskI3Ds')" might appear.

• If one or more documents are added when forwarding a ticket via "Add file," these are now inserted into the email and stored in the ticket under Emails.

Views (ticket list)

• In grouped views by "Responsible" in Tickets 2.0, the names of employees are now displayed instead of their internal I3D IDs.

• After removing the search term from the "Search tickets" field, a complete ticket list was no longer displayed in a customer's ticket overview. This behavior was fixed by replacing the old ticket list in the customer area.

• When saving personal views, a message incorrectly appeared stating that the "Edit public profiles" right was missing (found in c-entron rights management under: Main menu Administration Rights management).
  The rights check has been corrected—saving now works as expected.

• It is no longer possible to create a global view with the same name as an existing global view.

• If the name of the view contains more than 20 characters, a tooltip is now displayed.

• When saving a personal view via "Save view," a message no longer appears stating that the view cannot be saved because it is global.

• Grouping by "tags" has been incorporated into Tickets 2.0.

• A filter for uncalculated times has been added. The corresponding column is called "Uncalculated unplanned times."

• The issue whereby some tickets were not displayed in the "Tickets 2.0" ticket list has been identified and resolved.

Scheduling

• An error in the internal code logic meant that self-created tickets were also displayed in the scheduling area, while only assigned tickets were visible in the ticket list. Since this filter was not visible via the user interface, this resulted in a discrepancy in the number of tickets. The problem has already been fixed.

• An error in the internal code logic meant that self-created tickets were also displayed in the scheduling area, while only assigned tickets were visible in the ticket list. Since this filter was not visible via the user interface, this resulted in a discrepancy in the number of tickets. The problem has already been fixed.

• Private appointments are no longer displayed with the location in the schedule.