Aug 11, 2021 | Service Automation and Provider Automation RNs

Core modules

Admin. When you grant an MLP approver access to specific locations from the Location/District/Region Access tab of the user profile, make sure the selected locations match the locations assigned to this employee on the MLP Approval tab per your MLP configuration. Whenever the selected locations don’t match, you will get a warning message.

Locations. An important update for those who use our Generic Location and Location Notes Integration. For the process to run smoothly, make sure you save your location notes files with the encoding set to ANSI or UTF-8. Opt for ANSI when uploading location notes in English. For other languages, pick UTF-8. To get more information, please contact the ServiceChannel support team.

Add-on modules

ServiceNow. Switching between dashboards is now available in ServiceNow too. Having access to more than one dashboard in ServiceChannel, you can select any dashboard available to you when creating a service request in ServiceNow.

ServiceNow. We’ve added a new poller to your configuration: SC - Cleanup Void WOs. ServiceNow admins can use it to remove all voided service requests that haven’t been automatically deleted from ServiceNow for some reason.

Core modules

MLI. Before, when an MLI level was not in use, and it was the only level displayed on the page, you were not able to delete it. Now, you can delete all unused MLI levels.

SC Mobile. Some of you might have noticed a strange case when creating a work order via the ServiceChannel Mobile app on Android devices. The WO got assigned to the provider of the last rank instead of the first one listed in Provider Assignments, though no overrides were set up in the dashboard settings or issue list. Now, the WO is assigned to the primary ranked provider when there are no override settings.

Work Orders. Copies of WO note alerts weren’t emailed to the required recipients — neglecting your auto-copy configuration. Those who are supposed to get a copy of a WO note alert will no longer miss it.

Work Orders. In very few cases, when the area of a work order was adjusted, the new area name did not appear in the WO list view, but did appear correctly in the details view. Now, the adjusted area name appears correctly in both the list view and the details view.

Add-on modules

Projects. When a project was linked to a work order and then deleted, it still remained associated with that WO. All attempts to remove it from the WO triggered an error message. No more ghost projects on your work orders! Once you delete a project, it disappears from the work order it was linked to, so you can associate another project with this WO.

Projects. You couldn’t delete tasks associated with a project. Tasks don’t stick to projects like glue anymore: at any moment, for a project in any status, you can remove unwanted tasks.

ServiceNow. After the work order description was updated in ServiceNow, the WO note that got added in ServiceChannel contained incorrect information about the person who made the adjustment. The note reflected the name of the person who created the service request instead of the one who updated the description.