A new user interface is introduced for "Expand log" in 9.0. You can click the case log entries and display them to the right. You can also answer emails from this view.
New log dialog
New log dialog with new texteditor
Click the expand icon in the top right corner to bring up the toolbar.
New email dialog
New email dialog with new texteditor
Click the expand icon in the top right corner to bring up the toolbar.
Feature to enable cases to be locked
New property can be set when creating a status.
When this property is activated, cases with that status will be locked.
Enable locking cases after a given number of days
Enable locking cases after a given number of days.
Contact Technet to enable this feature.
Form administration in Agent Portal
The administration of forms is now moved to the Agent Portal.
New notification settings admin page
Customers can activate / deactivate notifications.
There are 5 supported notifications for case now.
All case types are supported, some have less options (Problem and Change)
New email template for notifications
New email template for notifications, can be found under Settings → Email setup → Email templates.
New Apps admin settings page
New Apps admin settings page is introduced
Export statuses to Excel
Improvement
Agent Portal → Free text search
Searching in case work logs and emails is now supported.
Bugfix
Change and Problem logs priority changes now
Updates to "Priority" in "Change" and "Problem" is now recorded in the case log.