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Revision 5.X

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First Published: 29th August 2014

 
3rd August 2016 (Version 5.4.19.352)
 
bullet Fixes to the issue where the chosen child field value of the custom list in the ticket form of Outlook is not saved to the ticket item in SharePoint.
bullet Added Parent/Child custom list as filter in the My Tickets/Search panel
bullet Optimized for Outlook 2016 and Office 365
 

12th April 2016 (Version 5.4.19.348)
 

bullet Added support for custom list fields with Parent and child relationship i.e., the child lookup list changes accordingly to the change in the parent field value. You can define the Parent/Child custom fields under Team Settings > Custom Lists - Parent/Child.


NOTE: There are two Custom Lists option now - Simple and Parent/Child. A simple custom list is a single field that takes up a lookup list, whereas, the Parent/Child custom list is a combination two fields - one parent, one child. Each child value is linked/related to a parent field. For instance, below, you can see the parent field - 'Car Brands'. A child field is defined as 'Model' and each model record is related to a parent 'Car Brand'. e.g., Model '330i' is related to car brand 'BMW' as so is, '520d' and so on. This parent-child lookup fields provides you with a hierarchical representation of 2 related data.




Once a parent/child custom list is defined, the next step is to map these parent/child fields to the destination SharePoint lists which stores the tickets. To do this, go to Team Settings > Configure SharePoint Ticket Lists, and then edit the mapping of the particular SharePoint list. Below is a screenshot of a mapping panel of one such SharePoint list, and you can see parent custom list in the example above is listed as 'CLP_Car Brands' with the prefix 'CLP_' to differentiate it from other custom list/fields. Likewise, the child field is listed as 'CLC_Model' with the prefix 'CLC_'. What is required here is to specify a SharePoint field (drop down field) and map it to the 'CLP_Car Brands' and 'CLC_Model' respectively.



NOTE: A summary of the Prefixes used to differentiate Custom fields/lists:
CF_ = Custom Field
CL_ = Simple Custom List
CLP_ = Parent Custom List
CLC_ = Child Custom List


Once the parent/child custom fields are mapped to a SharePoint list, when you raise a new ticket from an email, the fields will be visible for data entry as shown in the screenshot below:


And depending on the value chosen in the parent field, the lookup list of the child field will change too automatically. That is, when you choose BMW in parent field, the child lookup list will only show the related models 320d, 330i, 520d, 530d. Likewise, when you choose Audi in parent field, the lookup list in child field will show you A4, A6 and TT.

Parent/Child custom fields are also available in reporting and OLAP Statistics.






These parent/child fields are available in the Templates Manager for embedding in any of the email notification template.


 
 

8th March 2016 (Version 5.3.18.346)
 

bullet Added support for automatic tracking of incoming/outgoing emails in secondary mailboxes. Further configurations are given under My Options > My Preferences > Auto Email Tracking tab.
 
bullet Fixes to the error 'The operating system is not presently configured to run this application'
 

11th January 2016 (Version 5.3.18.343)
 

bullet Support for Office/Outlook 2016 (32 bit and 64 bit).
 

 

19th August 2015 (Version 5.2.17.337)
 

bullet Added support for Japanese language. You can switch to any of the 11 supported languages including to Japanese from Outlook > Issue Tracker toolbar > My Options > My preferences > Others tab > Select a Language.
 
bullet Support for Windows 2010.
 
 

23rd July 2015 (Version 5.2.17.335)
 

bullet Fixed the issue where the notification alert of new empty ticket is not send to the
users specified by the admin under Advanced options > Notification Options >
'Notify the following users when a new ticket is generated in SharePoint'.
 
bullet Fixed the issue in Summary Reports, where filter option through technician, problem or
status don't return any result.

 
  

19th June 2015 (Version 5.2.17.333)
 

bullet Added support for Spanish and Turkish languages.
bullet Fixes to bug reports
 

9th March 2015 (Version 5.2.17.327)
 

bullet Added ticket 'Rejection' workflow. A separate check option 'Mark as Rejected' is provided in the ticket form (in edit mode). The idea is to enable the technician to reject a ticket (by marking it as rejected) and then sending out an auto-alert informing the caller. A new email template for this auto alert is added in Templates Manager.



Under Team Settings > Tickets tab, a new option Allow 'Reject Workflow' in ticket form is given. With this option enabled, you can have the reject feature available on all the tickets. By default, this option is disabled.



Under Team Settings > Notifications tab, a new option 'Send Notification to Caller when ticket is rejected' is given, so that you can control if the auto alert about rejected ticket is notified to the caller.



Under Templates Manager, you can customize the email template to be sent to the caller specific to this rejection workflow.


 
bullet Under Team Settings > Data tab, added option to populate the caller information in the ticket such as email address from the 'Reply to' (if specified) instead of the sender of originating email.



 
bullet Under Team Settings > Automation tab, added the options for the admin to specify what to do with the processed emails in Outlook. This option is also available as per user settings (under My Options > My Preferences > General tab). However, if the admin wants to specify this feature for all users (and therefore bypass the user's choice), he/she can enable this 'Apply Global Configuration' check option, and choose if the processed emails are to be moved to a subfolder of the parent folder, or to another location.


 
bullet Fixed the bug where some of the custom fields/lists placeholder variables are not shown in the Templates Manager.
 
bullet Fixed the bug where if you didn't make any changes but only added a new attachment or removed one from an existing ticket through the ticket form, the attachment was not added/removed in the SharePoint ticket item.


29
th October 2014 (Version 5.1.16.324)
 
bullet Added support for German language. You can enable this option under Issue Tracker toolbar > My Options > My Preferences > Others tab.
 

26th August 2014 (Version 5.1.14.317)
 

bullet Added support for the admin to specify which particular contact number of the end-user (Caller) is to be extracted from the Global Address list (GAL) or address book. This option is available under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Data tab. Here is a screenshot with all the available contact fields that you can choose from to populate the 'Caller Phone' in the ticket form in Outlook.



And when technician raises new ticket (either empty or from an email), the phone field under 'Caller Information' section would have the contact number picked up based on the choice that admin had made in the manager settings panel.


 
bullet Fixes the error that arises if one or more of the mapped text field has more than 255 characters. SharePoint text data field (column) can only accommodate upto 255 characters. Hence, if any Outlook field that is mapped to SharePoint text field had data more than this limit, it throws an error. In this update, this workflow is enhanced by truncating the data to under 255 characters automatically.
 
bullet In previous version, if an email subject contains any phrase within square bracket [ ] and if that phrase also contains a hyphen (-), the add-in assumes the email is either a reply to existing ticket or it is an email that had already been processed to new ticket earlier. Consequently, the toolbar buttons in Outlook would change to provide tasks/functions that could be done on the email.

However, if you do use the same format in the subject for your other in-house requirement/tracking purpose, it could conflict with the workflow of Issue Tracker add-in i.e., the Issue Tracker toolbar buttons may show tasks/operations based on the ticket ID information in the subject, but which are invalid.

To avoid this situation, in this new update, the add-in checks for the presence of valid prefix code of the SharePoint list in the subject of the email. If the prefix code is valid (i.e., there is already a mapped SharePoint list that has that prefix code), the Issue Tracker toolbar buttons would be available for tasks that are supported on emails related to existing ticket. Otherwise, the toolbar buttons would behave as if the email is newly received without any relation to any existing ticket. (and you would be available to raise new ticket etc from the email).
 
bullet You receive the following error when using Issue Tracker add-in in Outlook:
In Function: SharePointObject.ConnectLists
Exception Number: 5
Exception Description: Cannot execute a program.
The command being executed was "C:\Windows\Microsoft.NET\Framework\v2.0.50727\csc.exe" /noconfig /fullpaths @"C:\Users\USERNAME\AppData\Local\Temp\m1nmwr_2.cmdline".


This error may be due to:
1. Invalid Microsoft .NET Framework installation or bad/corrupted windows user profile
2. Inadequate permission on the part of the current user account to execute .exe files in the windows directory
3. Roaming user profile

Possible fixes:
1. Re-install Microsoft .NET Framework client. Refer this link for more
2. Make sure the current user can execute .exe files from the windows directory. For instance, you can verify that you can execute "csc.exe" from a command-line window? Even just typing "C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\csc.exe /?"
3. If using Windows Roaming Profiles, try disabling the roaming profile.

Related KB article

 

22nd April 2014 (Version 5.1.14.304)
 

bullet Added support for sending a MSG file copy of the original email to the assigned technicians when a new ticket is raised from support request email (received from caller). For this to work, you need to enable the auto alert 'Send Notification to Technician when a ticket is assigned' under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Notifications tab.

You will also need to enable the option 'Forward the original email to the assigned technicians when a new ticket is raised from an email' (available under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Automation tab).

So when technicians received this auto-alert of ticket assignments (from the manager), the original email (from which a ticket was raised) would be available as an MSG attachment file in the alert. And technicians can then easily click this MSG file to make a reply to the caller (to resolve the ticket). And as the original email contains the ticket ID and prefix code in the subject (embedded when the ticket was raised by the manager), any subsequent replies done by the technicians from their Outlook would be automatically tracked by the Issue Tracker add-in (present in their Outlook).
 
bullet If the admin had enabled upload of MSG file of the original email to the corresponding SharePoint ticket item, you may noticed that the original MSG file (in SharePoint) when opened in Outlook does not have the tracking ID and prefix code in the subject. Due to this, if you or any other technicians try to make a reply, the conversation is not tracked, This has been fixed (now, the attached MSG file contains the tracking ticket ID and prefix code in the subject of the email).
 
bullet Added a new button 'From List' under 'Assign Technician' section of the ticket form in Outlook. Clicking this button allows you to choose one or more technicians that are present in the Technicians List (defined by the manager under Outlook > Team Issue Tracker toolbar > Team Settings > Technicians List).

 
bullet Added options to embed the ticket conversation, inline images and attachments from the SharePoint ticket to the email reply made to the caller from 'Search' and 'My Tickets' panels.

You can enable this option under Issue Tracker toolbar > My Options > My Preferences > Others tab.


 
bullet Added a new field 'Specify Outgoing Account for this ticket' in the new empty ticket form. This is implemented to allow you to specify the outgoing account from which all subsequent replies and automated alerts would be sent out from Issue Tracker corresponding to this particular ticket.



This field shows up only if the manager had setup Issue Tracker add-in to sent the outgoing alerts and replies from the respective 'Original Email Recipient Account' under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Outgoing Accounts tab. And because when you raise an empty ticket, Issue Tracker has no reference to find out the 'Original Email Recipient Account' from any existing email. Hence, this feature allows you to manually set an Outgoing account for the new ticket.


 
bullet This error had been fixed:
Team Issue Tracker Helper: Version 5.1.14.303
In Outlook version: 15 (x86)
At Line: 6
In Function: Search.cmdReply_Click
Source:
Exception Number: 5
Exception Description: InvalidArgument=Value of '11' is not valid for 'index'.
Parameter name: index
OS:6.1.7601.65536 (Win32NT)
Module Version: Version 5.1.14.303

 
bullet This error had been fixed:
Team Issue Tracker Helper: Version 5.1.14.303
In Outlook version: 14 (x86)
At Line: 160
In Function: Redemption.SendOutgoingMailRDO
Source:
Exception Number: -2147467259
Exception Description: Could not resolve the message recipients
OS:6.2.9200.0 (Win32NT)
Module Version: Version 5.1.14.303
 
 

20th April 2014 (Version 5.1.14.303)
 

bullet Added support for sending the automatic alert and replies from the original recipient account. (under Issue Tracker toolbar > Team Settings > Advanced Options > Outgoing Accounts tab.
 
bullet Fixed the disappearance of the Home tab ribbon of Outlook when you have Outlook explorer opened in two windows.
bullet Fixed the error when exporting summary reports to Excel XLS file.
 

8th January 2014 (Version 5.1.13.290)
 

bullet Added support for exporting ticket to PDF, XPS, DOC, DOCX, MHT, ODT documents.
bullet Added support for resolving/reopening multiple tickets (batch operation) in My Tickets and Search panels.
bullet Added support for resizing/maximizing the ticket form in Outlook.
 

19th November 2013 (Version 5.1.12.285)
 

bullet Added support for assigning multiple technicians/agents to a ticket.
bullet Added support for auto check for new version at Outlook startup. If a new version is found, it will provide option for the user to upgrade. Admin can configure the settings for auto-update under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Automatic Upgrade tab.
bullet Fixed the bug where the caller company and phone number fields are not populated in the ticket that was generated automatically from a monitored mailbox or folder.
 

29th August 2013 (Version 5.0.11.280)
 

bullet If there are any other phrase enclosed within the brackets [ ] other than the ticket number, Issue Tracker might throw an error and the email replies to the existing ticket might not get added to the sharepoint ticket. This has been fixed in this update.
 

2nd July 2013 (Version 5.0.11.277)
 

bullet In the ticket form in Outlook, some images in the conversations tab may show up as white box with a little red x. However in the actual ticket in the SharePoint list, the images are intact and showing.
 
 

23rd June 2013 (Version 5.0.11.275)
 

bullet Added support for Dutch. You can switch the language from Outlook > Issue Tracker toolbar > My Options > My Preferences > Others tab.
 

19th June 2013 (Version 5.0.11.273)
 

bullet Email does not get added to existing ticket conversation thread.
bullet When raising a new ticket from an email, the custom fields of the selected SharePoint list may not show up in the form.
bullet On Outlook with Technician tool installed, clicking TIT toolbar > Help > License Information throws an error.
bullet At times, the caller phone number may not populate from the sender information of the email when raising a new ticket from an email.
bullet The 'Untag' button does not show up on certain emails that has a ticket ID in the subject.
 

13th June 2013 (Version 5.0.11)
 

bullet Newly redesigned Ticket form in Outlook. The custom fields panel now sit in the main opening tab for quick access.
bullet Print ticket directly from the ticket form or from the 'My Tickets' and 'Search Tickets' panels.
bullet Export ticket to Excel, HTML, Plain Text or XML from the ticket form or from the 'My Tickets' and 'Search Tickets' panels.
bullet Newly redesigned 'Add to Existing Ticket' panel with search and filters options to quickly have access to the desired tickets.
bullet Drop down lists and custom fields are sorted in ascending order in the ticket form in Outlook.
bullet Configured SharePoint lists under 'Raise Ticket In' menu in the Issue Tracker toolbar in Outlook is now sorted.
bullet New button 'Reply to Caller of Ticket #' is available when you select an email or automated notified email which has a ticket ID in the subject. Clicking it would initiate a reply to the caller of that particular ticket. The template used in this email can be customized under Outlook > Team Issue Tracker toolbar > My Options > reply Templates.
bullet The 'Assign to' textbox in the ticket form in Outlook is directly editable (i.e., one can type in the technician name, without needing to open the address book and selecting one). If the entered name does not exist, Issue Tracker will simply ignore it and no technician would be assigned to the ticket.
bullet When a ticket is re-assign from one technician to another, Issue Tracker will now send email assignment notification to the newly assigned technician.
 

27th April 2013 (Version 5.0.10)
 

bullet Added support for French.
bullet Added support for Arabic.
 

19th February 2013 (Version 5.0.9)
 

bullet Added support for Outlook 2013.
bullet Added support for both 32 bit and 64 bit Outlook.
bullet New excel like grid with support for sorting and newer data types.
bullet Added the option for the technician to choose the user identity to use explicitly under "Outlook > Team Issue Tracker toolbar > My Options > My Preferences > Others tab > I am".
 
 
 
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