Version 10.2 Platform

See also: Version 10.1 Platform (previous release) All Release Notes

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Process Enhancements

• Process Model Versioning

The Process page displays the process model's revision history. The process model diagram for an earlier version can be seen, and it is possible to revert to an earlier version.

Learn more: Processes#Revision History

• Export a process model

An XML representation of a process model can be exported, in BPMN 2.0 format.

Learn more: Processes#Exporting a Process Model

Choose a Default Dashboard

You can specify which dashboard you see when you click the Dashboards tab.

Learn more: Dashboards#Working with Dashboards

Add a Comment when Assigning Ownership - Action Required

When assigning a Case or Task to a new owner, it is possible to add a comment. The comment becomes part of the case record, and is included in the notification message that is sent to the new owner.

Learn more: Change Record Ownership

To make this feature work, a new variable was added to the Email Templates for Cases and Tasks. The templates included in new installations of the ServiceDesk application already include that variable. But existing installations need to modify the templates manually to make the comments part of the notification message.

To modify the templates:

1. Go to > Objects > Cases > Email Templates
2. Choose Case Assignment Notification
3. Add the variable to the template.
   The variable is
4. Go to > Objects > Tasks > Email Templates
5. Choose Task Assignment Notification

Turn Off Notifications when Creating a Task

When using a Rule to create a task, it is possible to turn off the notification email that gets sent to the task owner, by default. That feature is useful for tasks that are created every day, for example, because users already know to check their queue.

Learn more: Rule Actions#Create Task

"Switch Back" Option after Proxy Login

When an admin uses the proxy login feature to temporarily become another user, there is now a Switch Back option that makes it easy to get back to the original login, at the same platform page the admin was in when they left. That option also appears after logging in to a sandbox.

Learn more:

• Proxy Login as this User
• Sandboxes#Using Your Sandbox

New in the Docs

• List Views#Customizing a List View - Shows how to modify a view of records.
• Design Options - A new page that describes possible solutions for common design problems.

• Design Options#Copying data from Another Record
• Design Options#Summarizing Data from Multiple Records

5 May 2014

Community Marketplace Enhancements

A new button allows you to determine exactly when a package is submitted. An existing catalog entry remains unchanged until a new version is submitted and approved. Once approved, the new version replaces the old. That arrangement has two significant benefits. First, it allows developers to publish a new package version for testing or backup, and save catalog information for that version, without affecting the existing catalog entry. Second, it means that the package contents and descriptive information provided for it are always exactly what the Service Provider approved.

Learn more:

• Catalog Information
• Packages#Revision Details

Use a Rule Set to Make a Process Decision

A Rule Set invoked in a Process can return a value that can be tested in a Process decision switch, allowing the process branch to be determined by the Rules executed in the Rule Set.

Learn more: Process_Model#Decision_Switch

Group Report Records by Quarter

Report grouping options include the ability to group records by quarter.

Learn more: Report Group#Date Groupings

Audit Log Enhancement

Lengthy entries in the Audit Log are now truncated, with a Show more link for additional detail, so it is easier to review for significant events.

Web Service Logging

When a Web Service fails, details of the invocation and subsequent results are recorded in the Audit Log, allowing for diagnosis and repair. In addition, a Debug flag can be set for a Web Service. That setting adds a record of invocation details and results for successful executions, allowing for a detailed examination of the call that was made, the data that was sent, and the data that came back.

Learn more: Web Services Integration#Web Service Execution History

Interactive Search Option for Web Services (15 Apr ISV Release)

A web service can return multiple records, and users can interactively choose which record to reference.

Learn more: External Lookups

New in the Docs

New Pages:

• Collision Detection and Prevention

Articles:

• Building a Dynamic Case Management Application in the AgileApps Cloud (pdf)
  Simplified to make it easier to get started. Discussion of Web Services added,
• Building an Advanced Two-Phase Case Management System in the AgileApps Cloud
  Advanced rules and processes for a two-phase Dynamic Case Management application.