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You can now organize service categories into containers. This enables you to create nested categories of service requests.

See Multi-Level Categories in action.

You can now associate a service request with multiple categories.

Users can now search for items by Item ID on the Requests and Approvals tabs. To be included in Item ID search results, items must be returned by the reports specified for these tabs.

Users can now search for information in the summary and description for service requests and for information in the description for service request categories.

Users who navigate away from the Home page on the service catalog can now view the service list in Standard or Compact mode. Standard mode shows a large icon and the service summary; Compact mode shows only a small icon. From Compact mode, users can expand the service to see detailed information.

Administrators can set the default view mode on the Request Center Properties page.

Users can now click anywhere in on a service request to open a submit form.

You can now choose to close forms after users submit a request or to present submitted requests to users so they can view and act on them as needed.

You can now choose to show or hide SLA information for service requests. When SLA information defined for the service project is shown to users, you can now choose to show alternative information instead.

On-premise customers can now define service requests and Service Level Agreements (SLAs) in one environment, export them, and then import them into a different environment. This enables you to establish service requests and SLA in a test environment and then easily migrate them to a production environment. For detailed instructions and more information about this experimental feature, see solution S141047.

The Knowledge Management process app now uses SBM's native Rich Text Editor. To begin using the native editor, promote the new Knowledge Management process app. If you decide that you do not want to promote the new process app, but you want to use the new editor with your existing Knowledge Management process app, follow the steps in solution S141033.

Article contributors and publishers can now create custom article templates that are associated with article types.

Templates are primary items submitted into the Knowledge Management - Templates project. Once submitted, they are available for articles.

You can now easily import articles from a spreadsheet using the Import Data feature in SBM Application Administrator. This enables you to quickly populate the Knowledge Center with articles from another system.

The approval process for changes now includes voting and comment tallying by Change Advisory Board (CAB) members.

In addition, emergency changes now follow a separate path, which includes an approval process for the Emergency Change Advisory Board (ECAB).

To support this change, the Advisers role has been added to Change Management, along with the Change Advisers and Emergency Change Advisers fields.

Use the Change Proposals workflow to manage proposals that need to be assessed and approved. You can create RFCs from proposals or link existing RFCs to proposals.

A new Status field enables you to categorize changes and problems as development, production, or mixed.

To comply with ITIL standards, "pre-approved" change types have been renamed to "standard" change types.

Users assigned to most Incident Management and Service Request roles can now submit incidents and requests on behalf of other users. To do so, submitters should select the other user from the Affected User field on the Submit form.

When service requests are converted to incidents, files attached to the service request are added to the incident. The same is true when incidents are converted to service requests.

Role names in all Service Manager and Service Request process apps have been standardized. For example, role names no longer include the process app as a prefix.