In addition to the usual Pandora ITSM update process<\/a>, this version requires running an attachment migration script. To execute it from the SSH terminal, go to the Pandora ITSM root directory and run the following script:<\/strong><\/p>\n It is important to run this script after completing the database update process for this version<\/strong>; otherwise, the migration script execution will fail.<\/p>\n Once the above script<\/i> has been successfully executed, all attachments located in the Pandora ITSM \u201cattachment\u201d folder will be organized into subfolders such as Tickets, Inventory, Projects, and others.<\/strong><\/p>\n [\/et_pb_text][et_pb_code raw_content_tablet=”<\/p>\n ” raw_content_phone=”<\/p>\n ” raw_content_last_edited=”on|desktop” _builder_version=”4.27.4″ _module_preset=”default” text_orientation=”left” custom_margin=”0px||0px||true|false” custom_padding=”0px||0px||true|false” custom_css_main_element=”font-family:%22Pandora-Light%22;” locked=”off” global_colors_info=”{}”]<\/p>\n <\/p>\n <\/p>\n <\/ul>\n <\/div>\n <\/p>\n <\/p>\n <\/div>\n <\/div>\n [\/et_pb_code][et_pb_divider color=”#eaeaea” divider_weight=”1px” admin_label=”=== SEPARADOR ===” module_id=”1″ _builder_version=”4.22.0″ _module_preset=”default” z_index=”0″ module_alignment=”center” custom_margin=”0px||0px||true|false” custom_padding=”0px||30px||false|false” border_color_all=”#eaeaea” locked=”off” global_colors_info=”{}”][\/et_pb_divider][et_pb_text admin_label=”Nuevas Funcionalidades” module_id=”1″ _builder_version=”4.27.4″ _module_preset=”default” z_index=”0″ custom_margin=”0px||0px||true|false” custom_padding=”0px||0px||true|false” hover_enabled=”0″ custom_css_main_element=”font-family:%22Pandora-Light%22;” locked=”off” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n In SLA configuration, starting from this version, it is possible to set different time slots for each day of the week. Unlike in previous versions, SLA times for response, inactivity, and closure will now only be counted within the configured time slots. Therefore, these periods must be reconfigured so that they represent the actual inactivity hours within the configured time frame. <\/p>\n Ability to configure SLA at the ticket level.<\/strong> An option was added to configure a different SLA per ticket. By default, when opening or editing a ticket, the SLA configured in the ticket\u2019s group is automatically assigned. SLA for First Response.<\/strong> In this version, a specific SLA was added that only measures the time until the first response from the ticket\u2019s assigned operator. SLA Editing in Workflows.<\/strong> Building on the previously added feature, the SLA of a ticket may now be automatically modified through a workflow. This allows configuring any desired condition within the workflow so that, when the condition is met (e.g., ticket type or severity), the SLA is automatically updated.<\/p>\n New Times Associated with a Ticket\u2019s SLA.<\/strong> Percentage-based calculations were removed and replaced with the following times:<\/p>\n SLA Filters in Ticket View.<\/strong> These new filters were added to the ticket view. It is now possible to filter by the values shown in the screenshot, and by their relation to the entered filter value (greater than, less than, or equal to).<\/p>\n SLA Fields in the Ticket View.<\/strong> New fields were added to the ticket view corresponding to all the SLA metrics included in the feature.<\/p>\n The selected fields will be displayed in the ticket list and may be exported to CSV (values in seconds within the CSV).<\/p>\n New SLA statistics were added to the \u201cDetailed Ticket Report\u201d.<\/p>\n From version 107 onwards, ticket priority names may be edited. This may be done from the Issues Setup section within Pandora ITSM Setup.<\/p>\n Within the Statistics section of the ticket, you may now see new metrics and enhanced data in this version:<\/p>\n In version 107, the ticket status feature was completely revamped. These are the statuses that will exist in Pandora ITSM from this version onwards:<\/p>\n All these changes were implemented to allow better ticket status tracking and statistics. From now on, in the Statistics tab, it will be possible to track for how long the ticket was pending Support or Customer response, allowing for a more accurate resolution time calculation by the support team. Some of these times were also added to the ticket view for direct monitoring.<\/p>\n A new section called Services was added within Companies. In there, you may configure a name, an owner, and a description. Additionally, you may select default services (so they are automatically enabled when creating a new company) or even enable services immediately for all existing companies.<\/p>\n Once the services are created, they must be associated with the companies.<\/p>\n Until this version, all ITSM attachments were stored in the attachment directory. From this version onwards, there will be different subdirectories within attachment to organize files based on their source.<\/p>\n To organize existing files, a migration script must be executed from the root PATH of Pandora ITSM console.<\/p>\n We recommend opening a ticket on our support platform so that the support team may assist you with the file migration process. Back up both the database and the attachment directory before starting any migration procedure.<\/p>\n [\/et_pb_text][et_pb_divider color=”#eaeaea” divider_position=”center” divider_weight=”1px” admin_label=”=== SEPARADOR ===” module_id=”2″ _builder_version=”4.22.0″ _module_preset=”default” z_index=”0″ module_alignment=”center” custom_margin=”0px||0px||true|false” custom_padding=”75px||75px||true|false” border_color_all=”#eaeaea” locked=”off” global_colors_info=”{}”][\/et_pb_divider][et_pb_code admin_label=”New features and improvements” _builder_version=”4.27.4″ _module_preset=”default” z_index=”0″ custom_margin=”0px||0px||true|false” custom_padding=”0px||0px||true|false” locked=”off” global_colors_info=”{}”]<\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/thead>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/ul>\n <\/td>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/ul>\n <\/td>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/ul>\n <\/td>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/ul>\n <\/td>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/ul>\n <\/td>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/ul>\n <\/td>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/ul>\n <\/td>\n <\/p>\n <\/tr>\n <\/p>\n <\/p>\n <\/p>\ncd \/var\/www\/html\/pandoraitsm
\nphp extras\/scripts\/107\/20250501-000000_attachments\/0_main.php<\/code><\/strong><\/p>\n\n
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New Features and Improvements<\/h2>\n
SLA Changes<\/h4>\n
\nThe option to configure hours in minutes was also added.
\nIt is recommended to run integria_cron.php<\/code> every minute to achieve better accuracy in this configuration.<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_01.jpg\")
<\/p>\n
\nFor example, if 4 days of inactivity are configured, in version 106 it counted 4 full days (24h each) from the last ticket response.
\nIn version 107, it will count the corresponding hours within 4 days, considering only the configured SLA periods.<\/p>\n
\nHowever, it is possible to edit the SLA so that the ticket works with a different one.<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_02.jpg\")
<\/p>\n
\nIf you wish to keep the same time as the existing response SLA, just configure it with the same value.<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_03.jpg\")
<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_04.jpg\")
<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_05.jpg\")
<\/p>\n\n
![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_06.jpg\")
<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_07.jpg\")
<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_08.jpg\")
<\/p>\nEdit Ticket Priority Names<\/h4>\n
![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_09.jpg\")
<\/p>\nNew Ticket Statistics.<\/h4>\n
![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_10.jpg\")
<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_11.jpg\")
<\/p>\nTicket Statuses<\/h4>\n
![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_12.jpg\")
<\/p>\n\n
![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_13.jpg\")
<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_14.jpg\")
<\/p>\nIT Services<\/h4>\n
\nServices will allow a new way to classify and organize tickets. Services will be assigned to both the company and tickets. At ACL level, users will only be able to select services in a ticket enabled for their company.
\nTo create services, go to CRM > Company > Services.<\/p>\n![\"ITSM](\"https:\/\/pandorafms.com\/wp-content\/uploads\/2025\/10\/107_15.jpg\")
<\/p>\nNew Attachment Location in ITSM<\/h4>\n
php extras\/scripts\/107\/20250501-000000_attachments\/0_main.php<\/code><\/pre>\nImprovements and Small Changes<\/h2>\n
<\/p>\n<\/p>\n
<\/p>\n <\/p>\nCase#<\/th>\n GitLab#<\/th>\n Description<\/th>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n
attachment<\/code> directory.<\/pee><\/td>\n<\/p>\n <\/p>\n
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