Summary of this release
- Automated user provisioning (SCIM) – user accounts and group memberships are automatically synchronized from your identity provider
- Redesigned email administration – rebuilt as a modern, responsive administration page
- Compliance and GDPR – import, export and publishing of compliance and GDPR data, Excel export, autosaving, department-based loading and full English-language support
- Configurable extra fields – a new administration page for defining case extra fields, department-specific fields, portal form mapping, email template tags and change logging
- SharePoint integration – support for SharePoint configuration and satisfaction survey links served from SharePoint
- Pinned advanced searches – save searches to the main menu for one-click access
Changes
- Extra fields now handle empty values correctly, with consistent placeholder behaviour across cases and templates
- Fixed an issue that could prevent users from signing in to the portal
- FAQ / known errors now has a dedicated view mode and a clearer dialog for linking an article to a case
- Improved the reliability of the Office add-in and outgoing webhooks, including validation that messages are processed against the correct customer
- Report columns can now be resized, with widths adjusting dynamically to the content
- Improved image preview and drag-and-drop functionality when uploading attachments
- Feedback submission has been redesigned to provide a clearer process
- More thorough sanitization of incoming email content, improving the display of externally formatted emails
- Attachment downloads now reliably handle multiple simultaneous downloads
- A clear alert is now displayed when an attachment exceeds the 20 MiB upload limit, instead of the upload failing without a message
- Automated user provisioning (SCIM). TMS now supports SCIM, the standard protocol for synchronizing users and groups from your identity provider. Once configured, accounts and group memberships are automatically created, updated and deactivated in TMS whenever changes occur in your directory. This eliminates the need for manual account administration and prevents accounts from remaining active after someone leaves. See Upgrade notes.
- Content copied from Excel is now pasted as formatted HTML instead of as an image, so the text remains selectable and searchable
- Compliance: English-language support in dropdown menus
- Compliance: corrected translation of compatibility items
- Improved handling of bounced and undelivered emails
- Further fixes to pinned advanced searches, including their display on full HD screens
- Case flow now displays only the categories that are actually visible in the portal
- Fixed an issue where the default template was not applied to a case when no department was specified
- Advanced searches can now be pinned to the main menu for one-click access
- Bounced and undelivered emails are now parsed and handled correctly. Several character-encoding issues have also been fixed
- Batch update: When you specify a solution, it is now inserted into the template instead of the template being appended after the solution
- Fixed duplicate Department columns in the Excel data dump report
- Changes to extra fields are now written to the case log
- Compliance: The compliance dialog now saves automatically, preventing work from being lost if the user navigates away from the page
- System map: The tree view now counts objects throughout the entire branch, not just at the level immediately below
- Fixed a crash when sorting by priority in the service desk report
- Fixed Excel downloads in the reporting module
- Fixed an issue where extra-field tags were not replaced with the correct values in templates when a case was registered through the portal
- Compliance: Checkboxes can no longer be left in an indeterminate state. Users are now selected using a searchable picker
- Improved chat stability during concurrent activity
- Updating a log entry no longer changes the case’s last updated timestamp, ensuring that the case retains the true date of its most recent activity
- The agent selector in the case view now responds to a single click
- Fixed an issue when saving a case after a draft had been deleted
- Fixed an error when creating a worklog
- Email content from the Office add-in is now sanitized more thoroughly
- Corrected English-language support in the service desk statistics report and case list
- Corrected English-language support for the category field on the case flow page
- Extra fields can now be made department-specific instead of applying globally
- Fixed an issue that prevented apps from opening on installations with incomplete configuration data
- Outgoing SMS messages that cannot be replied to now state this explicitly
- Release notes are now available directly in the administration area
- Fixed an issue affecting extra fields in the form builder
- Redesigned email administration. Email administration has been rebuilt as a modern page in the administration area. Settings are displayed in a clean, sortable table that can be expanded to show details and adapts to smaller screens. The editing and deletion dialogs have also been made clearer. The page is fully localized. See Upgrade notes.
- Extra fields can be inserted into email templates as tags
- Expanded Compliance and GDPR module. Import, export and publishing of compliance documentation and GDPR data between environments; Excel export of GDPR data; direct links from compliance records to the system map; search when adding or removing systems; role selection through a dropdown menu; department-based loading, ensuring that users only see compliance objects relevant to their department; and change logging across compliance and GDPR records.
- Faster synchronization of department changes across servers
- Fields submitted through portal forms can be mapped to case extra fields
- A clearer FAQ dialog and more consistent FAQ functionality
- New Extra fields administration page for defining which extra fields should be available on a case
- Fixed an error when registering a case through the portal if the portal address contained a
$character - Initial support for mapping portal form fields to case fields. The functionality was made available to all installations in version 10.7.33
- The case API’s update endpoint now records the source of each change, making it clearer in the log where an update originated
- Portal pages now reference a mobile home screen icon, ensuring that the correct icon appears when the portal is saved to a phone’s home screen
- Further refinement of the installation-specific SMS sender name introduced in version 10.7.28
- Outgoing SMS messages can display an installation-specific sender name instead of the default name Servicedesk. This is configured by TMS for each individual installation and is not available as a setting in the administration pages.
- On selected installations, the back arrow in the portal forms view now returns to New case instead of the forms list. This is also configured by TMS for each individual installation.
- When a case is opened, its system log entries are marked as read if the case is assigned to you or to a team you belong to
- An agent change with a stated reason is now recorded as a user-entered log entry
- For a new case registered from the inbox, a reason for changing the agent cannot be specified until the case has been saved
- Deleted categories are no longer available in the category selector on the customer page
- Improved error handling and configuration for portal integrations
- An incoming SMS now moves the case from Waiting to Started
- Corrected the link to the English description of Jira in App
- SharePoint integration. TMS can now be configured to work with SharePoint, including serving links to satisfaction surveys (“mood” surveys) from SharePoint content. This change also includes a broader modernization of authentication in the TMS API, allowing integrations to authenticate using modern tokens. See Upgrade notes.
- Reports / Case overview: New Not invoiced column showing invoiceable hours that have not yet been processed
- Fixed an issue where the default department was preset to “1” on the notifications page
- Portal: Adding a comment to a closed or solved case now automatically reopens the case
- The sender address now follows the case when its department changes. Previously, the sender address belonging to the former department was retained
