New ways for account administrators to manage your users. You can now run reports and build custom queries on your users, and filter them by the role, logins, reporting structure within the organizations and more:

In addition you can now capture the users’ site and department as [...]

Now you can add additional users as CC on your service desk’s incidents:

To add CC’s on an incident, simply click the “Add CC” link below the Requester line, and start typing the user’s name or email address. CC’ed users are notified when a new comment is added to the incident or when its properties [...]

Now you can have private comments on incidents. Private comments can be used for internal correspondence between incident owners, and are not visible to the incident requester. They are not sent via email notifications and are not visible in the self-service portal.

To make a comment private, click on the “Private Comment” checkbox and you’ll notice the message [...]

The self-service portal within the SAManage IT service desk just got a major face lift, plus some powerul new functionality!

New Features and Functionality

Your end users can use the self-service portal to submit new incidents or service requests, which are the items available for order in the IT [...]