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Version: 4

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Major Update (4.3): (3rd September 2010)

bullet Added a 4th column ('Sender name) in the Email History list box in the case form in Outlook.
bullet SupportCalls System is now renamed.
The Team Edition is now known by  'Team Helpdesk for Outlook', and
the Personal Edition is now known by 'Personal Helpdesk for Outlook'.

 

 

Minor Update (4.2): (3rd August 2010)

bullet Fixed the bug with the FAQs dialog box being shown empty when trying to reply to a case or email with a FAQ.
 
bullet When you preview the ongoing or resolved cases in Outlook, the 'Posted On' date (at the header) always display 1/1/4501. This was due to a flaw in the design of the Outlook case form (eg. IPM.POST.AMTSupportCase, IPM.POST.AMTSupportCase.Closed). We have now redesigned the forms (for all supported languages) so that they now reflect the correct date/time the case was created/posted. For existing SupportCalls folders, all you need to do is re-install the new form using the corresponding .fdm file. Please follow the KB article '1010 - Reinstalling and updating the Outlook forms for SupportCalls folders' for more description and help.

 

 

Published: (28th June 2010)

 

What's new in 4.0?

bullet Separation of the SupportCalls Manager and Client functionalities in Outlook. Now, manager install has a dedicated setup media (SupportCallsManagerSetup.exe), as well as for the Client install (SupportCallsClientSetup.exe).
 
bullet SupportCalls drop down lists such as problems, assets, callers, technicians etc., and templates, FAQs and other helpdesk data are now saved in a dedicated database. Both Microsoft Access and SQL Server databases are supported.
The reasons of saving the data on a database is taken to enable scalability of the helpdesk. In the previous version, the settings data are stored in an Outlook item, which was prone to corruption due to multiple users edit. It also has the limitation of properly synchronizing between Outlook and the Exchange, due to which changes in the helpdesk data are not reflected concurrently for other technicians.
 
bullet Support for automatic upgrade of the SupportCalls Client tool for all technicians of the helpdesk. This is a new feature added in version 4. With this feature, when a new updated version of SupportCalls Client setup is available, you can perform upgrade of the SupportCalls Client on each technicianís system automatically. When enabled, the existing SupportCalls Client checks for new version availability in the specified network folder at Outlook startup. Manager/administrator can configure it from SupportCalls Manager menu > Settings > Upgrade Options. You can learn more at section 3.18 of the SupportCalls PDF manual.
 
bullet Support for Microsoft Office 2010. With version 4, we have redesigned SupportCalls system to capitalize on the new features of Outlook 2010 such as the SupportCalls Manager and Client menus at the backstage view, integration of frequently used SupportCalls commands in the context menu of different Outlook items, as well as support for ribbons in the Explorer windows. The same version of SupportCalls is designed to work on Outlook 2003, 2007 and 2010. So you would not have to worry about compatibility if your technicians use different version of Microsoft Office.
 
bullet With version 4, SupportCalls Manager tool will be responsible for monitoring email folders and mailboxes for new incoming emails, and processing to support cases. It will also be responsible for processing and serving support request coming from Technician and Customer Web Service websites. In previous version, both these activities were performed by the first available technician, depending on a token based system. But unfortunately, that mechanism was vulnerable to multiple technicians processing the same request, leading to duplicate cases. Due to this limitation, we now have separate Manager and Client install, as well as a dedicated database for storing the helpdesk data. As a consequence, the functionality of the  workload settings (SupportCalls menu > Settings > Workload) is no longer applicable and is removed from version 4.

 

Download the new version now!

Read the upgrade instruction from SupportCalls v3 to v4



 

 
 
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