Mint Service Desk Cloud 1.17 expands ticket view configuration, introduces resolution notes, and allows administrators to define which fields must be completed before a ticket can be closed. The release also improves user synchronization and adds more granular control over agent permissions.
🚀 New features
Ticket field visibility management
Administrators can now manage which fields are displayed:
- when creating a ticket,
- in ticket details.
This provides greater control over the information shown at different stages of ticket handling and helps adapt ticket views to specific processes.
Fields required for ticket closure
Administrators can now define which fields must be completed before a ticket can be closed.
Required fields can be configured at two levels:
- in the ticket type settings, for custom fields,
- in the global settings, for the Priority, Company, Service, and Contract fields.
Global settings apply to all ticket types and tickets in the system.
This helps ensure that essential information is completed before the ticket lifecycle is finished and improves the consistency of ticket data.
Resolution Note
A dedicated Resolution Note has been added to tickets.
It allows agents to record how a ticket was resolved directly within the ticket.
This makes the final resolution easier to identify and provides a clearer record of the actions taken and the outcome of each request.
LDAP/OpenID synchronization
User synchronization using LDAP and OpenID has been expanded.
The changes improve account management in organizations that rely on external directories and authentication providers. They reduce the need to maintain user information manually and help keep data consistent across systems.
New agent permission: assigning another agent
A new permission has been added for agent roles:
Permission to assign another agent
Administrators can now control whether an agent is allowed to assign tickets to other agents.
This provides more granular control over ticket assignment and makes it easier to adapt permissions to the responsibilities of individual teams and roles.
🛠️ Fixes and stability
Version 1.17 also includes minor technical fixes, interface optimizations, and improvements to system stability and performance.
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