Overview of What's New in CSM 9.3.0

Adaptive Layouts

The new Adaptive Layouts feature allows you to leverage adaptive design for Forms so that your Forms can adapt to different dimensions. Use Adaptive Layouts to design Forms that provide optimal user experiences across a range of devices.

You can use the Adaptive Layout design features to create, edit, or delete Adaptive Layouts within a Form.

You can also implement Adaptive Layouts with the same dimensions across many Views or Business Objects by using an Adaptive Layout Preset. An Adaptive Layout Preset is a pre-defined set of layout properties that is managed in the Adaptive Layout Preset Manager.

Refer to the Adaptive Forms Scenarios for detailed examples of using adaptive Forms to improve your user experience and streamline your design process.

Trusted Agents for E-mail

CSM now supports the use of Trusted Agents for e-mail.

If you have Trusted Agents configured, you can enable Trusted Agents for e-mail in CSM Administrator under the E-mail Options dialog for each e-mail account.

Refer to Using Trusted Agents for E-mail for more information.

Multi-Tab Browsing Support

The new multi-tab browsing support feature allows Browser Client and Customer Portal Users to operate in multiple web browser tabs, which enables them to work on multiple pages in CSM within the same session. Users who have the Globalization feature enabled are able to open tabs in multiple languages and work in the tabs independently. Easily open new tabs by selecting New Browser Window in the User Information section of the Application Bar.

Multi-Tab Browsing Support

Modal Design Update

The Browser Client and Customer Portal modals have an updated user interface design. The new styling affects fonts, colors, buttons, and message wording (in some instances).

Modal Update

Improved Handling for E-mail Attachments

When the Import file attachments automatically when sending email checkbox is selected, CSM will now import attachments from e-mails generated via CSM system processes such as One-Steps and Automation Processes. Depending on your system configuration, this could significantly increase the amount of data stored in your database.

Refer to Define Default E-mail History Attachment Options for more information.

Enable or Disable Portal Documentation

By default, the Portal links Users to the Cherwell online documentation system. Due to the highly configurable nature of the Portal, a customer may wish to disable this feature, or link to a custom online documentation system. Use the CSM Administrator and the Site Manager to disable the default online documentation and enable a custom documentation system.

Refer to Enable Custom Portal Documentation for more information.

Enhanced CSV Data Import Functionality

Several enhancements to the CSV Data Import Wizard were added. Users can now use CSV files to:
  • Import internal User data
  • Import or Update Existing User Records
  • Update Business Object data based on a unique key

Use the CSM Administrator to run a one-time import or a stored data import. Refer to Managing CSV Data for more information.

Additional Form Editor Functionality

Additional functionality, Snap to Grid and Snap to Guide, were added to the Form Editor toolbar to assist with aligning Widgets to a grid and creating or editing Forms.

  • Snap to Grid allows Form controls to be placed and aligned with the help of gridlines.
  • Snap to Guide allows Form controls to be aligned to their closest neighbors.

Refer to Form Editor Toolbar for more information.

Create Custom Themes with Color Palette Manager

The Color Palette Manager allows Users to create custom Themes for Widgets on Browser Client and Desktop Client Dashboards. Use the Color Palette Manager to create custom Themes that match your company's colors or create department specific Themes.

Color Palette Manager

Refer to Create Custom Color Palettes for more information.

Tab Group Widget

You can now add a Tab Group Widget to your Dashboards. The Tab Group can have an unrestricted number of tabs; tabs can contain plain text or rich text. Use the tabs to display static messages, images, and links.

Refer to Create a Tab Group Widget for more information.

Browser Client and Portal Hamburger Menu

A hamburger menu was added to the Browser Client and Portal to improve the User Experience on mobile screens, as well as screens sized below 768 pixels. The hamburger menu also appears if a browser window is resized below 768 pixels. No configuration is necessary to activate this feature.

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