What’s new in Qisutu 2.0.2

Qisutu 2.0.2 expands agent collaboration, scheduled report delivery and the connections between tickets, services, the CMDB and the knowledge base. The following chapters explain configuration, everyday use and the effects on existing workflows.

• Internal chat and ticket collaboration: direct messages, online status, ticket presence, invitations and ticket handover.

• Send reports automatically by email: daily, weekly and monthly reports with recipients, reporting periods and multiple export formats.

• Manage FAQ attachments and insert them into tickets: manage multiple FAQ attachments and insert text, files or both into tickets.

• Link services to configuration items: link services to CIs and track these assignments in CI history.

• Start processes after a form submission: start an active KimProcesses template after a form submission.

• Service and SLA assignment for incoming email: automatically apply an unambiguous customer service assignment to a new email ticket.

The email retrieval interval is configurable in System settings. Improvements from 1.0.3 remain available: multiple form attachments, standard tickets alongside customer forms, company branding in system emails, report sharing with groups and agent reactivation.

The application and database versions are 2.0.2. The internal add-on API remains 1.0. Updating the Qisutu application is covered in Updating Qisutu; it is separate from building this HTML manual with Sphinx.