What's new in Service Manager 9.51?

Order numbers and request numbers generated on the Service Manager Service Portal side are now automatically synchronized to the Portal Order ID and Portal Request ID fields on the Service Manager Interaction detail form and search form.

The Service Manager Service Portal installation mechanism is enhanced in the following ways:

• Service Manager Service Portal now can be installed on a Red Hat Linux system that has no Internet access.

• The installer is redesigned to use a single shell script that automates the installation process.

  Note You still need to run additional scripts (such as enableSurvey and enableChat) to perform some post-installation tasks.

Previously in an outbound email, the knowledge documents proposed by the virtual agent Sage only included KM articles from the SM knowledge library. Now, if the corresponding connectors (the SharePoint connector, file system connector, or HTTP connector) are set up in Smart Analytics, the proposed knowledge documents also includes SharePoint pages, documents on a file system, or web pages from external libraries.

When you open an End User Chat window in Service Manager Service Portal, you can specify the Service Portal ticket number from the Previous Support Ticket ID drop-down list if you have submitted a support ticket before the chat.

By default, when a parent task is not created, the child task is created and moved to the "Active" state. You can now configure the child task to stay in the "Waiting" state in this situation.

For more information about how to do this, see Configure child task behavior when the parent task is not created.

You can now configure Service Request Catalog to display a language selection box on the login page.

For information about how to enable this feature, see Enable language selection on the Service Request Catalog login page.

Smart Search indexing for "sclib" type knowledgebase libraries is enhanced in the following ways:

• The back-end indexing mechanism is refactored to improve performance.
• You can schedule indexing based on a time period record.
• You can view the detailed status of indexing jobs.

If you have Smart Analytics installed, a Smart Search icon is added to the top-right of the UI. Clicking the icon displays a search box that performs a Smart Search. This enables you to use the Smart Search feature of Smart Analytics to search for content wherever you are in the Service Manager UI, without having to navigate through menus.

New server patch installation tool

Service Manager 9.51 includes a new server patch installation tool (PatchSetup.bat or PatchSetup.sh) and a new server patch uninstallation tool (PatchUninstall.bat or PatchUninstall.sh). The installation tool is located in the patch directory after you unzip the patch, and the uninstallation tool is created in the <SM Installation>\_uninstall directory after you run the installation tool.

For detailed information about how to use the new tools, refer to the Upgrade the Service Manager Server and Back out the Service Manager Server topics.

Service Manager 9.51 provides a demo data unload file (demodata.unl) for testing and demonstrating the new 9.51 features after you have upgraded to the 9.51 applications in a fresh installation environment. This demo data package is for Service Manager 9.51 Codeless only. To import the data package, you must use the Apply Demo Data wizard provided by Service Manager 9.51.

For detailed instructions about how to access the Apply Demo Data wizard and load the demo data unload file, see Service Manager 9.51 demo data.

By default, you can submit a Service Catalog request from Service Catalog > Order from Catalog, and then search for the desired cart items, or you can submit a Support Catalog request from Service Catalog > Non-cart Catalog Requests, and then search for non-cart services. In an out-of-box Service Manager system, these two search results use different formats and cannot be merged. However, you can now customize the Service Catalog search result to include both cart items and non-cart items for a better user experience.

For more information, see Customizing Service Catalog search result.

The Command/Search box at the top of the UI is replaced with a command icon. Click the icon to display the Command/Search box.

This UI enhancement helps simplify the tool bar, provides a unified and consistent user experience across HPE software, and eliminates potential confusion between the Command/Search icon and the Smart Search icon.

If you select a right-to-left (RTL) language (for example, Arabic) when you log in to Service Manager 9.51, the navigator panel is displayed on the right side of the UI to better align with the direction of the text. Additionally, the following changes improve the user experience when Service Manager is displayed in an RTL language:

• The text of accordion items and tree items in the navigator pane is aligned to the right
• The navigator toolbar is aligned to the right
• The right and left arrow keys collapse and expand the tree, respectively (in LTR language versions, the key mapping is reversed)