2025 - Week 14

Summary

This release brings a range of improvements and new features that further increase the efficiency and ease of use of Gfacility.

• Improved search: You can now apply filters from the search screen across different fields, with the option to combine multiple filters.
• Restriction rules & availability rules for rooms: Determine the availability of rooms and who may book which room. There is no impact on existing settings; all rooms remain as they are.
• CI module: All linked tickets can now be consulted directly within a configuration item.
• Open records in a new tab: More flexibility when working with multiple records.
• Improved helpdesk performance: Heavily optimised queries ensure faster loading times and better performance.
• Copying events: When copying an event, the organisation is now taken from the original event instead of the signed-in user.
• Quick add service: The availability status of services is now shown directly when quickly adding a service.
• Ticket template improvements:
  • Questions can now be easily sorted via drag-and-drop.
  • Classification of a configuration item (CI) can be derived automatically.
  • Assigned people and workgroups can be automatically derived from a classification.
• Automatic ingestion of email replies as comments: Replies to emails are now automatically added as a comment to the corresponding record, making communication faster and more organised.
• Gfacility AI assistant (Beta - off by default at go-live):
  • The AI assistant is now live as additional functionality.
  • By default it is off at go-live and is not included in the standard licence, but can be activated on request.

Improved search

The search function in Gfacility has been extended with advanced filters, so users can find results faster and more specifically. Search can now span all objects, or be done specifically per module with more targeted search options. Filters support extended conditions such as greater than, less than, between, does not contain, and more. Within a field multiple values are treated as OR, while combinations across different fields apply as AND, providing flexibility for complex search queries.

Restriction and availability rules for rooms

In the locations menu, restriction rules have been added, with which you can limit access to rooms based on group, organisation, and purpose. Only when the configured rules are met, the room is shown when booking. In addition, it is now possible to set availability rules per room. With these you determine at which times a room is available for use.

CI - module

The CI module has been extended with new functionality to give better insight into related information. You can now directly consult all linked tickets of a configuration item (CI), including a clear overview of the number of related tickets. This is shown as X / Y, where:

• X is the number of tickets in the status cancelled, rejected, or finished (and therefore complete).
• Y is the total number of linked tickets.

This makes it easier to analyse the current status and history of a CI and quickly establish links between earlier incidents, changes, or problems.

To view the linked tickets you need “relationship” rights in the CI Module.

Automatic ingestion of email replies as comments

Replies to emails are now automatically added as a comment to the corresponding record, making communication faster and more organised.

• By default emails are still sent via a noreply email address.
• If desired, a specific email address can be set up for the customer to both send and ingest emails. Contact us for this.

How does email ingestion work?

• Ingestion of emails only happens if the email was originally sent from Gfacility.
• Sending an arbitrary email to Gfacility will not be ingested.
• Only the reply is added as a comment, not the full email history.
• Mentions in emails are added as a reply within Gfacility.
• Emails without a mention are added as a standalone comment without reply.
• The email is ingested as a comment on the record from which the mail was sent. This can be a ticket, task, meeting, CI, etc.

Ticket templates

Sort questions with drag-and-drop

• You can now easily adjust the order of questions within a ticket template using drag-and-drop.

Automatic derivation of classification from CI

• When a Configuration item (CI) is selected in a ticket, the corresponding classification can be automatically taken over, so manual entry is no longer necessary.
• Note: This only happens on ticket creation and not on later updates of the ticket.

Automatic assignment of people and workgroups

• Assigned people and workgroups can now be directly derived based on the classification of a ticket. This ensures tickets reach the right teams faster without extra configuration.
• Note: This is not recalculated on updates of the ticket.

Gfacility AI assistant

The Gfacility AI assistant is now available and offers a powerful assistant that helps users perform tasks faster and more efficiently. The assistant can be deployed for various actions within Gfacility, such as creating tickets, scheduling meetings, and updating data.

What can the AI assistant do?

Create tickets with minimal input

• The AI can generate a ticket based on short descriptions or even an image.
• Incomplete details are automatically filled in based on context and earlier interactions.

Schedule meetings

• The AI can schedule meetings based on availability, preferences, and location constraints.
• Can add catering based on preferences.
• Can register visitors.

Update data in Gfacility

• Make direct changes in existing records, such as tickets, meetings, tasks, and configuration items.

Look up information and consult the knowledge base

• Provide answers to questions based on existing knowledge articles and internal documentation.
• Fast access to relevant manuals and instructions.

• 🖼 Image recognition: The AI can analyse images and extract information from them, such as damage recognition for facility tickets. 🎙 Speech recognition (speech-to-text): Users can dictate commands instead of typing. 🔊 Text-to-speech: The AI can speak textual information out loud, handy for accessibility options.

Availability

• The AI assistant is an optional feature, is not included in the standard licence, and is off by default.
• If desired, this functionality can be activated on request.