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Major Update (4.3): (3rd September 2010)
Minor Update (4.2): (3rd August 2010)
Fixed the bug with the FAQs dialog box being
shown empty when trying to reply to a case
or email with a FAQ.
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.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?
Separation of the SupportCalls Manager and
Client functionalities in Outlook. Now,
manager install has a dedicated setup media
well as for the Client install (SupportCallsClientSetup.exe).
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
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
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.
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.
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.
the new version now!
upgrade instruction from SupportCalls v3 to v4