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Version: 5

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Published: (2nd February 2011)

What's new in 5.0?

bullet New Technician Web Access (TWA) and Customer Web Service (CWS) websites, compiled to work with .NET Framework 3.5. No requirement to install ASP.NET AJAX Extension 1.0 separately as Framework 3.5 has already included support for it.
 
bullet When a case is generated from an incoming mail, Team Helpdesk sends out the confirmation notification directly to the caller. It is not possible to select the technician and to insert other information to the case before sending this confirmation email to the caller. So, we have added a new option 'Do not send notification to caller if no technician is assigned to the case' under Team Helpdesk Manager > Settings > Advanced Options. If this is enabled, when a case is created using the new case button, or generated from an email, and if no technician is assigned to this case, no confirmation email to the caller will be sent out. Instead, it will be sent out just when a technician is assigned. By default, this option is not enabled.
 
bullet Added a new option 'Disable Notification' under the Ongoing Cases Support Request form. If this option is enabled, all email and SMS notifications on this case will be disabled. By default, this option is not enabled. (for existing users, to have this particular feature, you need to upgrade the Ongoing Cases Support Request form. Refer to this FAQ for more.)


 
bullet Added a new button 'Merge Cases' in the Ongoing Cases toolbar. With this, you can select two or more cases to merge to a particular case. Doing so, all the email correspondences associated with the merging cases will be modified and added to the particular case.




 
bullet In Summary Reports, numeric and currency field values are aggregated to generate sub-total values.
 
bullet The Summary Reports tool remembers your choice of time period, fields selection, size of the dialog window etc. so that when you run the tool the next time, it will get the same settings and preferences.
 
bullet New fields - Open Duration, Response Duration, Elapsed Duration, Service Level, Received Date, Total Cost added in Summary Reports.

Open Duration - the duration between the case creation time and case closure time.
Response Duration - the duration between the email received time and the case creation time.
Elapsed Duration - the duration between the case due time and the case closure time
Received Date - the time the original support request email was received.
 
bullet New Fields - Open Duration, Response Duration, Elapsed Duration, Received Date added to Team Helpdesk OLAP Statistics.
 
bullet In KB articles selection dialog window, articles that are not tagged with any Problem Category or Type (i.e., empty category or type) will appear under the root level. In the previous version, such articles without category or type were not available in the selection box.
 
bullet In the predefined selection dialog window, FAQs that are not tagged with any Problem Category or Type (i.e., empty category or type) will appear under the root level. In the previous version, such FAQs without category or type were not available in the selection box.
 
bullet Included 'Service Level' field into the database export utility.
 
bullet Hourly rate in Team Helpdesk Manager > Settings >Problems, Technicians and Callers lists now supports currency and decimal format.
 
bullet New placeholder variable SCO_SLA added in the Templates Manager
 

 

Bugs Fix:

bullet In the previous version, in the 'Online Status of Technicians' utility, the status of certain technicians do not show up or remains unchanged.
 
bullet Exception (4.3.6842) : Team Helpdesk Client for Outlook
In Outlook version: 14.0.0.4760
At Line: 960
In Function: cCaseForm.subSaveUnBoundFields
Source:
Exception Number: 287
Exception Description: Application-defined or object-defined error
 
bullet Exception (4.3.6889) : Team Helpdesk Manager for Outloo
In Outlook version: 14.0.0.4760
At Line: 0
In Function: fContactManager.cmdReplyWithKB.Click
Source:
Exception Number: 91
Exception Description: Object variable or With block variable not set
 
bullet Exception (4.3.287) : Team Helpdesk Processing Engine
Outlook version: 12.0.0.6539
Exception Number: 91
Exception Description: Object variable or With block variable not set
Line: 11350
Function: WebAccess.GetOtherCasesFromThisCaller
 
bullet Exception (4.3.6842) : Team Helpdesk Client for Outlo
In Outlook version: 14.0.0.4760
At Line: 150
In Function: CaseCode.GetNewTechnicians
Source:
Exception Number: 424
Exception Description: Object required
 

 

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