Work Order(Requests) Updates
Update to Terminology
We’ve made an update to the terminology in our ML Work Orders to enhance clarity and consistency across all departments. Moving forward, any instance of "Work Order" in menu names, page headers, columns, and fields in the product has been updated to "Request." This change ensures that the terminology is more universal and intuitive, regardless of the department using the system.
At this time, permission names have not changed.
New Auto-Assignment Options
You can now choose between two new methods to auto-assign requests to users:
- Round Robin – Requests are assigned to users sequentially, ensuring an even distribution based on a predefined order.
- Load Balancing – Requests are assigned based on the number of open assignments each user has, helping to prevent any one user from being overwhelmed.
These options provide greater flexibility and fairness in managing assignments, making your workflows more efficient.
To learn more, Click Here
Introducing Linked Custom Fields for Smarter Request Forms
Now, single-select dropdown custom fields can be linked at the option level. This means that when a specific option is selected on a request form, an additional question will automatically appear. This dynamic approach helps keep your request forms streamlined by only showing relevant fields, reducing unnecessary clutter.
This enhancement ensures a more intuitive and efficient experience for your team and users
To learn more, Click Here
Ability to Customize "Complete Reasons" when completing Requests (Similar to On Hold Reasons)
When completing a request, users can now select from the custom "Complete Reasons" that you define. This allows you to track the type of solution applied to each ticket. Additionally, these reasons can be filtered and sorted on request list pages, making reporting and analysis more efficient and insightful.
To learn more, Click Here
New Request Type Setting to Auto-Open Completed/Closed Request When the Requestor Adds Notes
This setting, configurable at the request type level, ensures that when a Requestor adds notes to a completed or closed request, it will automatically reopen and return to its "Assigned" status. This gives the Assignee better visibility and helps them provide more timely responses to the Requestor.
We Are Now Displaying the Most Recent Note In the "Notes Updated" Emails at the top of the Email Body
Now, when our "Notes Updated" email is sent out, we will display the latest note near the top of the email body so it's less likely to get lost or missed when going from email to email in your inbox.
Request Report (Formerly Known as Work Order Report) Update
You can now add any custom fields used for requests to this report and leverage these fields for any filtering and sorting for reporting.
To learn more, Click Here
If you are using our new Walkthrough Mode on any of your request types, we made the following updates:
- Users can now search on request categories via our top-level universal search and all of our manage request pages
- Users can now edit request categories on existing requests
Asset Updates
More Fields Are Now Editable for Synced Devices from MDM platforms
We have updated all of our Mobile Device Management (MDM) integrations, including Google, Jamf Pro/School, and Mosyle to allow you to edit more fields within the synced devices Asset record in ML Work Orders.
This way you can reap the benefit of the integration while being able to continue updating asset fields in ML Work Orders that are not related to the integration!
To learn more about Google Device Integration, Click Here
To learn more about Jamf Pro/School Integration, Click Here
To learn more about Mosyle Integration, Click Here
Inventory Updates
More Filtering Added to the History Tab of Inventory Items
When going through several inventory item updates in your history tab, you can now filter on fields to display the relevant information for your needs.
To learn more, Click Here
Admin Updates
Filtering Users by Administrative Permissions
When verifying which user(s) has which administrative permissions, you can now filter users based on administrative permission in the manage users page.
To learn more, Click Here
Impersonating Users Becomes Easier
On the Manage Users page, if you have the "Can Impersonate" administrative permission, then you will see a icon. Selecting that icon will let you impersonate that user, when before you needed to go into the specific edit user page to access that same action!
To learn more, Click Here
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