2025 - week 40

Summary

This release brings a range of important improvements and new features that make Gfacility more user-friendly, more powerful, and more personal. From improved navigation and advanced filtering to the introduction of autonomous AI - this update addresses much-requested wishes from our customers. In addition, many changes have been made around ITIL practices: processes like incident management, change management, and service requests now align even better with the ITIL standard.

What is new or improved?

1. Improved search function The search function has been extended with extra fields such as IDs, additional date fields, and other requested options. As a result users can search faster and more accurately for the right information.

2. Redesigned settings menu

The settings menu has been completely reworked to improve clarity and ease of use.

• Search function: Via the new search bar you find specific settings faster.
• Clearer structure: Settings are grouped more logically and easier to manage.
• Building Blocks: Items that span modules - such as filters, classifications, overviews, notifications, workgroups, and workflows - are now bundled under a central section called Building Blocks. So you manage these components in one place, independent of a specific module.

In addition, frequently used objects such as users, organisations, locations, and products have been moved from the configuration screen to the navigation bar, under the new category Objects. The settings menu now primarily contains system-wide settings and configurations.

3. Reworked categories and filters

Categories are now called Workspaces and Filters are called Views. The UX has been improved and selecting Views is more intuitive. This ensures more clarity and consistency in terminology and user experience.

4. New navigation bar on the left The sidebar has been fully renewed:

• Users can pin or hide modules and Workspaces.
• The order of modules and Workspaces can be rearranged.
• Settings remain unchanged on first migration.
• Frequently used objects (such as users, products, etc.) that were previously only accessible via the settings menu are now directly accessible via the navigation bar.
• Theme colours in lists disappear: To create a calmer and more consistent whole, theme colours are removed from lists.

5. Renewed filter system within Views The restriction filters in the ticketing module can now be fully composed and adjusted yourself (up to a maximum of 5). Where these filters were previously fixed, you now have the freedom to choose which filters are most relevant to you. This way you easily compose your own overviews and work more efficiently with the information important to your role. In future versions we will also make these flexible filters available in the other modules of Gfacility.

Key benefits:

• Users can pin up to 5 frequently used fields for fast and intuitive filtering.
• You can filter on fields that are not visible in the View.

This gives you more control, better performance, and more flexibility in composing your overviews.

6. Configurable row height in lists

Users can now choose themselves how lists are displayed, with three options for row height:

• Autoresize (default today): row height adapts automatically with longer descriptions.
• Standard: fixed row height, even with longer descriptions (row stays at the same height).
• Compact: shows more rows on screen by displaying rows more compactly.

This setting offers more control over how information is presented and matches different working styles.

7. Bookings - Improved service display in the Outlook plugin

In the Outlook plugin the full description of services is currently shown, which can lead to a cluttered view.

In the new version only the title of the service will be visible. Extra details remain available by hovering over the info button, so users can quickly request information without overloading the interface.

8. Bookings - Restriction rules: improved stability and behaviour

The logic and underlying code of the restriction rules have been optimised. This ensures more stable behaviour and reduces the chance of error messages or unexpected behaviour. Users experience a more reliable process when applying restrictions.

9. Adding attendees to Microsoft events

Previously, visitors added via Gfacility were never automatically added to Microsoft appointments. In the new version this is now possible. When adding an attendee, you can use the new switch to determine whether they are also added to the Microsoft appointment.

• Internal attendees are always added to Microsoft by default.
• External attendees can optionally be added to Microsoft or not. Note: this choice cannot be changed after the appointment has been created.

10. Support for ratings via Teams for bookings

Support will be added to give ratings and feedback via the Microsoft Teams app, specifically for bookings related to:

• Catering
• Visitor reception
• Facility services

After a booking ends, it will be possible to easily leave a rating, so organisations can improve more specifically based on user experiences.

11. Status colours and priority: new design

• The status colours have been modernised: in the workflow you can now select only one colour per status.
• The colour now used as background colour will become the primary colour. The background automatically becomes a lighter variant of it.
• The look & feel of priority has also been adjusted to a more modern style.
• SLA colours remain unchanged but have been given a more modern look.

12. Changeable template

It is now possible to change the chosen template on an existing ticket, even after the ticket has been created. When switching templates, the following happens automatically:

• Fields that appear in both templates keep their value.
• New fields from the chosen template are added (empty).
• Fields that no longer appear are removed.
• Mandatory fields must be filled in again before the ticket can be saved.

13. Field visibility after creation

The system already supported, per question in the template, indicating whether a field should be visible during creation of a ticket, CI, asset, or knowledge item.

New is that you can now also determine whether a field stays visible after creation, when the item is viewed or edited.

• visibility: determines whether the field is visible during creation
• visibility_form: determines whether the field is visible after creation (in the form)

All existing fields remain visible by default as before - so no action is required, unless you want to deviate from that.

14. Ticket template classes

Every ticket template is now linked to a specific class, such as:

• Incident (INC)
• Service Request (REQ)
• Problem (PRB)
• Change (CHG)
• Ticket (general)

These classes ensure a standardised structure of tickets. Based on the chosen class, specific fields are automatically shown or hidden. This way the ticket form stays organised and aligned with the process it is intended for.

For example:

No migration: The current class of all tickets and templates is “Ticket”. For both existing tickets and ticket templates, this class cannot be changed. If you want to use the new classes, new templates must be created. If desired, we can perform a custom migration on request. Keep in mind that this is an additional service and therefore involves extra costs.

15. Ticket prefix

Tickets now get a prefix based on the chosen class. This makes it immediately visible what type of ticket it is:

Examples:

• INC-1253 = Incident
• CHG-1254 = Change
• REQ-1255 = Service Request
• PRB-1256 = Problem
• Ticket-1256 = Ticket

👉 The numbering is continuous across all tickets; only the prefix changes based on the class. This ensures recognisability without creating separate counters.

16. Visual representation for status change (stepper or dropdown)

You can now configure per ticket template how the status is displayed and adjusted while processing tickets:

• Stepper: shows the full workflow as a visual step bar (ideal for structured follow-up).
• Dropdown: shows only the current status with the option to switch via a list (faster and more compact).

This display is determined via the existing workflow field on the ticket, CI, asset, or knowledge base template. There you choose not only the workflow type (status order), but also the desired visualisation form: stepper or dropdown.

The order of the steps in the stepper can be easily determined via drag-and-drop within the workflow configuration.

17. Escalation and de-escalation of workgroups

You can now configure an escalation structure per classification. With this you determine in which order a ticket is automatically followed up by different workgroups.

In the ticket form, two new actions are available:

• “Assign next level” - automatically forwards the ticket to the next workgroup.
• “Assign previous level” - moves the ticket back to the previous workgroup, e.g. after reopening or rejection.

The order of the workgroups is determined by the configured escalation order within the classification. When the classification uses inheritance, this order is automatically taken from the parent classification.

👉 You can manage the escalation order easily via drag-and-drop in the classification configuration. 👉 Tickets can be escalated or de-escalated in one click based on this configured structure.

⚠ Attention: if the current workgroup of the ticket does not appear in the hierarchy of the classification, the ticket is automatically assigned to the level 0 workgroup.

18. Ticket planning board

Within tickets a new planning board has been added that visually shows the scheduled execution per ticket. The planning board shows tickets based on their planned start and end moment, providing more insight into workload distribution and time spent.

🔧 Two fields are available for this visualisation:

• Start date and time (new field)
• Due date has been changed from a regular date to a date + time

These fields together determine how the ticket is displayed on the planning board - from start to completion. The planning board provides clarity on planned workload and helps in coordinating activities between teams.

19. Create new ticket from existing ticket

It is now possible to create a new ticket directly from an existing ticket. These tickets are automatically linked to each other.

To do this, click on Link issue and then in the search bar. Alongside searching for existing tickets, you can now also choose Create ticket to start a new ticket.

20. SLAs on tasks

The SLA logic that was already available within tickets is now also applied to tasks. This means you can also follow up progress within tasks based on configured response times, resolution times, and other SLA agreements.

The behaviour is identical to that within tickets:

• SLA is automatically selected based on classification, priority, or other criteria
• Status indicators show whether the task stays within the SLA
• Visual timers and colour codes show how critical the timing is

21. Login page

The Gfacility login page has been reworked to make signing in faster, smarter, and more user-friendly:

• When filling in your email address, the system automatically performs a check:
  • Is SSO configured for your domain? Then you are automatically redirected to your SSO provider.
  • If no SSO is active, you are taken directly to Google or Microsoft, depending on what your organisation has configured.
• The last used sign-in method is remembered, so you can sign in faster on a next visit.
• At the bottom of the page you also have the option to manually choose a specific method: SSO, Google, Microsoft, or username & password.

This improvement ensures smoother access to Gfacility, aligned to the preferences and settings of your organisation.

22. Introduction of AI actions within existing objects Within existing items such as tickets and meetings, you can now enable AI to perform direct actions.

Examples:

• Have AI automatically translate the description of a ticket to Dutch.
• Ask AI to prepare a professional reply to the requester, for example: “Thank you for your ticket, we will pick this up as soon as possible.” The AI generates a fully worked-out text that you can send directly or adjust slightly.

These AI actions make day-to-day communication faster and more consistent, with minimal effort.

23. Introduction of Autonomous AI agents (Beta) Gfacility will support onboarding autonomous AI agents that independently perform actions within the platform.

Examples:

• Check whether tickets are complete and automatically request missing information.
• Resolve tickets independently based on the knowledge base.

This feature is off by default at go-live but can be activated on request. The AI agent is currently in beta.

24. Add comment & change status in one step

In the communication field you can now not only add a comment, but also change the status directly.

• Click the first part of the button to add only a comment.
• Click the second part (arrow) to add a comment and immediately change the status.

25. Improved knowledge base visibility

The knowledge base is no longer a tab within a ticket but has been moved to a button at the top of the ticket. When clicking this button, the knowledge base is shown on the right side of the ticket, so you have faster and clearer access to relevant information.