The User Interface is enhanced with a better organization of tabs and intuitive navigation
Unified discovery to support discovery of Network devices and Servers. The discovery process identifies applications based on the Application Template library definition. To monitor these applications, you will need to provide the credentials per application
Admin work flow is grouped based on similar admin configurations
Support for PostgreSQL database. This is also packaged in the product
MSSQL Express Edition included in the package for evaluation
Support for SLA
Enhancement in Support Information File creation (module selection option and then upload to bonitas server. Notify IT360 Support Team)
Support for an option to view product logs from web console for troubleshooting purpose
Servers & Applications
Support for Threshold template
APM Insight Monitors
Support for EUM summary dashboard
Support to define alarm escalation for a select set of monitors
Support for monitoring Cassandra Database Server
Support for monitoring MongoDB Servers
JBoss Monitoring is extended to support JBoss 6.0
Windows Monitoring is extended to support Windows 8 and 2012
AS400 monitoring enhanced to support History Log monitoring
Enhanced Recorder Tool to capture the web transactions
Support for hardware monitoring via WMI mode
Support for monitoring Network Mapped Drives in SNMP mode for servers
Option to export report in CSV format for Polled Data and Compare Reports
ListMonitor API enhanced to provide more configuration details, like timeout, port, command for Service, SSL Certificate and DNS monitors
Option to execute multiple commands in TCP Port Monitoring and option to add multiple monitors for the same host
IT360 now supports integration with Site24x7
.NET transaction monitoring with APM Insight
Cloud monitoring extended to incorporate Windows Azure monitoring
Enhanced Server Monitoring to include hardware details like power, fan and temperature sensors as well as the health status of processors and memory
Support for Weblogic 12c monitoring
Support for Tomcat 7.x monitoring
Capacity planning reports for detailed capacity analysis
Enhanced VMware ESX servers monitoring to monitor hardware and latency performance attributes that provide information about the functioning of the monitors of VMware ESX server
Web Transaction Monitoring (APM Insight) extended to support applications on Ruby on Rails
Option to Configure " Tomcat Manager" URI for monitoring Tomcat server
Introduced the option to view the SOAP response in the alarm e-mail for SOAP threshold violation
New REST APIs added to the list. The new list includes, the REST APIs to:
Add and Delete Business Service Groups
Add and Delete Sub Group
Associate Monitor to a Business Service Group
Networks
IPAM Plugin: IP Address Management plug-in helps you manage your IP Address. It also includes Switch Port Mapper to identify the switch port to which a device is connected
Support for Network layer-2 topology map
Multiple Threshold support: Configure multiple thresholds for the performance monitors. You can now set multi-level performance thresholds for a monitor and alert at different levels
Export and import device templates
You can now test the authentication credentials for multiple devices at one go instead of testing it for each device
Keep a tab on the monitors for which data is not collected for a specified period by accessing Support Diagnostics GUI
The credentials configured are now grouped by Protocol and listed for easy manageability. For instance, you will see the grouping when adding a new device for discovery
New APIs are available for listing the alarms and devices triggering a notification profile, and more
An option to execute notifications repeatedly until an alarm gets cleared
Options to create charts with data points, stacked area chart and to show the threshold value line in the graph
Now devices notes can be added in bulk via a CSV import
"Delete All" option provided to purge the Unsolicited Traps
Device Templates has been enhanced to provide a custom OID check in addition to SYSOID for classification
Regex support is now provided for String based threshold setting
The traps raised from the IP address can now be mapped to the source server with option to configure the IPMI address for SNMP traps
New Audit Report and Enhancements to Monitor Health Report: Get real-time security audit report in IT360 at a mouse click and also experience some of the high end enhancements made to monitor device health report
You can now forward Traps and Syslog events from IT360 to any other NMS through Trap/Syslog Forwarder from IT360 GUI
New device templates are included for NetApp/Cisco Routers and Cisco5508WLC devices
When configuring trap processors, you can select up-to the 20 Varbinds as part of the match criteria
New graph Memory Utilization (UCD SNMP MIB) is added by default
Downtime scheduler is configured to allow granular per minute time
AlarmID variables are now provided in notification profile
An option is included to apply a change made in the interface template to all interfaces
An option to rediscover the interfaces that are deleted from the device is included
A ‘View Associations’ option is included in Admin --Notification Profiles screen to quickly see a summary of the different profiles associated to the monitored devices
A new device down time report is provided. The report also shows the outage history
ServiceDesk
Project Management module is introduced
Color code added to Admin -- Status which is now being used in Project Module alone
Ability to import Contracts from Excel
Ability to localize or modify the names of default CI Types, Product Types and CI Relationship Types
Introduced Multi level approval support in Purchase Order
Ability to include the 'Associated Entity Id', 'Associated Entity Owner', 'Associated Entity Title, 'Associated Entity Link' & 'Associated Entity Module' in Task Notifications template
Tasks & Work log Enhancements:
Separate Tab introduced for Task notification in Admin -- Notification Rules and some new task notifications are included
Introduced 'Task Types' under Admin -- HelpDesk. Tasks can be configured along with color code
Work log can be added for Tasks (earlier work log can be added only for Request, Problems, and Change)
'History' [Task's] shown in Task details page
Request, Problem and Change work log information will now be available in a single table which will allow customers to take a unified work log report of all modules combined
Ability to generate reports for 'Tasks'
Support for additional operations in REST API. The following new operations are added,
Request:
Add, Edit and Get Resolution
Assign Request
Pickup Request
Reply Request
Get Notification
Get Notifications
Get All Conversations
Get Requests
ADD Attachment, GET Conversation and GET ALL Conversations.
Site:
Get All Sites
Technician:
GET ALL Technicians
Admin
GET and GET ALL operations for the following admin configurations - Status, Level, Impact, Urgency, Priority, Category, Subcategory, Item, Request template
GET ALL Support group
Feature to show Incident/Service Request templates for technicians based on the support groups associated to the templates and technicians. If no support group is associated to templates, then it is shown to all the technicians
Feature to import incident request through XLS
Support to paste images from Clipboard to the Rich text area
Option to mark a conversation as private / public. Public conversations are visible to requesters also whereas private conversations are visible only to technicians
Resolved time of a request is set when request is moved to resolved status. Timespent is calculated when a request is moved to resolved or closed status
Technician role scoping is applied when viewing Tasks from Home section. If the technician has restricted role (Site restriction, Group restriction, Assigned to self) then Tasks allowed for the technician role alone is shown in Home Tasks section
Ability to mark Request first response time when adding Notes from Request list view
Mobile devices information scanned in ManageEngine Desktop Central can be accessed from IT360 ServiceDesk web interface (when Desktop Central integration is enabled)
IT360 Technician can initiate chat session to Requester through Chat feature available in ManageEngine Desktop Central (when Desktop Central integration is enabled).
Requests created through emails and conversation will now show the To and Cc fields in the request details page.
File attachments can now be stored in other drives in the server machine instead of the default path. The path can be configured in Admin -- Self Service Portal Settings -- Path for attachments
Option to copy the Service Templates is available. This helps technicians to create new Service Templates quickly from the existing templates
Feature to generate automatic thread dump has been implemented, when application performance degrades
Earlier when a request is assigned or picked up by two or more technicians at the same time, the latest technician would be saved. Now, in such cases, a dialog box indicating the conflict requests would be displayed based on which the technician can decide whether to assign/pickup or cancel the operation
In scheduled backup configuration section, an option is included to configure deleting scheduled backup data
Earlier, the responded time for a request would be set only when a reply is made. Now an option to set the responded time when a note is added is also provided
Technicians can be restricted to edit 'Closed' tickets by assigning them new restriction permission 'Editing Closed Requests' in the Roles section
Technicians can be restricted to delete notes by assigning them a new restriction permission 'Edit / Delete own notes' in the roles section
Service tags can be imported while receiving workstations/servers in Purchase Order
Apart from SDAdmin, non-admin technicians can also create query report by enabling fine grained authorization check "Create Query Report" while adding or editing a role
Ability to perform remote control using other tools like Windows Remote Desktop, VNC, Team Planner, DameWare etc.
Support to show the request link information in the request list view itself
The Site field under asset, CMDB, purchase module has been replaced with a text box for technicians with more (100, by default) site permissions. This configuration is based on a GlobalConfig table entry with the category as 'SiteIconListConfiguration'. NOTE: This is a behavior change, the site field will be shown in a text box with site search option for the technician with sites more than or equal to 100
Behavioral Changes
General
Tab reorganization
Enhancement in the database backup scripts (built in intelligence to include files based on the database used)
Applications/services running on a server will not be added when we add a server for monitoring. This can be enabled with the help of additional configuration
Performance polling configuration is changed to 3 so that performance data collection is done once in 3 polling cycles. Status polling will be scheduled as per the polling interval
am.ping.retries is incremented to 1 in the "AvailabilityTests.conf" under <IT360 Home>/applications/conf directory to avoid false alerts due to network connectivity issues.
