Release notes > What's new in Service Manager 9.60?

What's new in Service Manager 9.60?

Service Manager 9.60 includes the following new features, enhancements, and support changes:

Smart Analytics

Feature Description
Smart Ticket tuning toolkit This release provides a Smart Ticket tuning toolkit to assist in tuning your Smart Ticket configuration and improving the Smart Ticket classification accuracy. This toolkit includes a data distribution analysis tool that can provide reports on your data distribution, and a visualization tool that can generate a confusion matrix based on a set of sample test data. Additionally, this toolkit can help you achieve better results by modifying certain IDOL configuration parameters from the Smart Ticket configuration UI.
Oracle Connector This release provides an Oracle Connector to automatically aggregate Knowledge Management documents from an Oracle database server. The files are then sent to Connector Framework Server (CFS), which processes the information and indexes it into an IDOL Server. IT agents can search against these files through Smart Search.
Enable phrase queries If you select this check box, Smart Search automatically adds quotations to the search criteria.
Ignore certain special characters If you select this check box, Smart Search interprets special elements as normal characters instead of a query syntax. These elements include asterisks (*), question mark (?), colon (:), double quotation marks ("), brackets, boolean, and proximity operators such as AND, NOT, OR, EOR, XOR, NEAR, DNEAR, WNEAR, BEFORE, and AFTER. Select this check box to disable wildcards, phrase queries, field restrictions and boolean operations.
Minimum search results relevance threshold Specifies the minimum percentage of the relevance that the search results must have to the query.

DevOps support

Feature Description
DevOps support

Supports DevOps for applications tailoring, which is based on native Git integration. This feature enables you to modify, commit, and deploy code changes inside Service Manager. The commit and deploy function inside Service Manager guarantees a "Review Based Development" that only allows users with special permissions to check in and deploy codes.

Note This feature is available on Micro Focus Marketplace as a content pack.

Smart Email

Feature Description
Shared Inbox You can configure a shared mailbox for the "EWS" or "IMAPS" mail protocol as the mailbox for receiving inbound email.

Service Portal

Feature Description
Service Management Automation Service Portal support Micro Focus has chosen Service Management Automation (SMA) Service Portal as the strategic focus for further Service Portal development, and Service Manager Service Portal (SMSP) will no longer evolve functionally. Customers are encouraged to adopt SMA Service Portal as a replacement for SMSP. SMSP is delivered in this release only for the existing SMSP install base.


Installation and upgrade

Feature Description
Upgrade utility Provides an additional lightweight upgrade utility for upgrading from SM 9.5x. By using this lightweight upgrade utility to upgrade Service Manager from 9.5x to 9.60, the upgrade time is similar to a minor-minor upgrade with Application Patch Manager (APM).


Feature Description
Federation of change tasks

The SM-UCMDB integration now supports federating Change Task records from Service Manager to UCMDB.

Note This feature is available only when ServiceManagerEnhancedAdapter9.41 is used for the integration.

Consolidation of Service Manager adapters

All Service Manager adapters for the SM-UCMDB integration are now consolidated into three:

  • ServiceManagerEnhancedAdapter9.41(based on the generic framework)

  • ServiceManagerAdapter9.41 (based on XSLT)
  • ServiceManagerAdapter9.x (based on XSLT)

User experience

Feature Description
Micro Focus rebranding Both the Service Manager product interface and product documentation now use Micro Focus branding.

Language support

Feature Description
Language packs The following three languages that were not supported after Service Manager 9.51 are now added back to Service Manager language packs: Brazilian Portuguese, Korean, and Turkish.

New parameters, commands, and files

The following parameters, commands, and files were introduced in this release.

Name Type Description
svc_postimport Parameter This parameter specifies a list of JavaScript interfaces to be invoked after the file import operation.
svc_dateformat Parameter This parameter determines the date format of the xml files that are generated when you run the svc_export or svc_import command together with the svc_mode:2 parameter.
svc_unicode Parameter This parameter determines whether the exported XML file names support UTF-8 symbols or not.
sso.failure.httpStatus Parameter This parameter specifies the HTTP status code to be returned when TSO, LW-SSO, IdM or CAC fails.
xff.trusted.proxies Parameter This web tier parameter specifies the trusted proxies, which the system uses to identify the original end user IP that needs to be stored in the syslog table.
Web parameter: enableLegacyTelephony Parameter This web tier parameter enables you to disable the legacy CTI method to avoid unnecessary Java version checking when using the new CTI method.

Added support

Service Manager 9.60 adds support for the following operating systems and technologies:

  • Red Hat Enterprise Linux 7.4 for Service Portal


  • Oracle 12c Release 2 (12.2)

Web tier

  • JBoss Enterprise Web Server (JWS) 3.1

Mobile OS

  • iOS 11.x, 10.x

  • Andriod 8.x

For more information, see the Support Matrix.

Related topics

Service Manager version history
Fixed defects
Known issues