Target Helpdesk Software Weblog

Software Version 3.3.2.35750
 - crm mailer now incorporates livereport designer for “livequery” so you can email a list, for example, everyone who has logged a call in the last 10 days that is hardware related
 - added user-level option to permission individual operators access to view all calendars
 - increased time for processing stats by Target Helpdesk Service to ensure stats processing completes under heavy load
 - web portal left-hand button bar now includes scroll bar within panel for when there are many items eg. status entries to display
 - added print date to full ticket report
 - calendar always defaulted to Sep 2008, corrected this to default to today’s date
 - when all status for a client web user are set to private, the “all my tickets” option now also disappears to avoid confusion
 - requestor alerts can now be automatically cc’d or bcc’d to an organisation unit administrator – just indicate in the email template using the new dropdown and it will cc or bcc using the organisation email address
 - added delete button to LiveReport designer so existing custom livereports can be deleted when no longer required
 - made PingBox persist across sessions

Automatically issue email updates, on events and on a schedule

Software Version 3.3.1.17147
 - new module – scheduled emails; integrated into SLA as default and controllable on a per ticket basis
 - ticket label is free-format text to allow for custom terminology as well as selection from pre-defined alternatives to “ticket”
 - fixed email error on send with no To: address; previously prevented allowing retry from that cached ticket
 - added prompt when user tries to discard edits in a new ticket, to catch when user tries to close tab before saving by mistake
 - brought forward the “save tabs” prompt to allow a user to cancel for when they click application close X by mistake – can now just click cancel to return to application

Software Version – 3.3.0.33880
 - client organisation maintenance now allows allocation of SLA’s; this can be used when multiple SLA are being managed for a company. In this case set one of the SLA as the default under the general settings. When SLA’s are allocated to a company, the SLA list on the desktop and web is limited to this list when the operator tries to override the calculated SLA. Also, when this setup is invoked, web clients are offered this list to choose from the available SLA’s for their company

Software Version 3.3.0.29957
 - fixed ticket summary to highlight when client response is the latest note activity on the ticket
 - implemented SLA “on-hold” in the Windows Service to prevent tickets being logged when SLA is on-hold, just as per desktop; issued a record of this action into the service log when it occurs
 - implemented recalculate sla when category is changed and the new category has its own SLA stamped against it

3.3.0.39726
 - added colour coding tab backgrounds for Office 2003-styled main screen tabs; tabs are coloured according to preferences for breaches and last response by client; tab colours change automatically during natural background dashboard refresh
- add ticket tab tags – choose how you would like your tabs to look. Customise information snippets inside a tab for quick reference. You can even include tags in braces such as {status} to have the ticket status displayed in the tab. More tags supported are impact, urgency, priority, and category. Use r_name, r_fname and r_lname for requestor name, first name and last name; a_name, a_fname and a_lname will give the corresponding assignee name. Use r_org for requestor organisation name. Always enclose a tag in {braces}.
 - added main screen/general tab style selection in preferences
 - added tab update tags in preferences, so when the ticket is updated, the tab will notify you with some additional text – you can choose the text that will be displayed – tab refreshing occurs automatically during natural dashboard background refresh

- fixed web portal to support .NET2 SP2 which introduced some state data loss

Software Version 3.2.9.23730

 - added SmartAdvisor that monitors ticket tab usage and periodically suggests tabs that can be switched off
 - added descriptive time meaning (This morning, Today, Yesterday etc.) to main ticket screen notes summary
 - added more time descriptors such as “just now” and “a few minutes ago”
 - when using exchange and requesting a receipt, if the username is now domain qualified, it now looks in the mailbox url for a qualified email address eg. user@domain
 - added read-receipt user preference in View | Preferences
 - added support for Internet Explorer 8 in web portal grids

Software Version 3.2.8.31923
 - ticket summary list highlights according to preference colour, when the the client response is the most recent on the ticket – useful for quickly identifying tickets that may need follow-up further to a client responding
 - button bar on left now includes “Recently updated” button in both My Tickets and All Tickets showing number of tickets updated in the last so many days; number of days is defined in system options and by default is 2 days
 - fixed migration of sla attachments remapping during 3.1.5 upgrade
 - some attachments created by the windows service after sending out an email contained characters that prevented the file from being opened; db update rectifies any attachments previously stored like this
 - time detail report would not generate when client organisations included in selection criteria, this is now fixed
 - time and materials narrative field extended ready for future use to allow more “comments” entry
 - starter desktop licences are now registered when used just like full licences; starter 20 enabled
 - fixed preference setting for number of preview lines; was saving the preference but was not re-reading back in unless an update was made to the user account
 - time and materials entry – improved list view design and introduced new card view layout option
 - search indexer algorithm now adds ranking for requestor name and organisation so more relevant results when searching by a client name

Software Version 3.2.7.40745 (Notified Release)
 - rebuilt software compilation server which has now resolved crystal reports compatibility
 - revised timesheet summary report to include daily total and moved to time detail report section
 - introduced new timesheet summary report giving grid view of time across week with weekly totals and time value
 - revised chargee summary report to include daily total and moved to time detail section
 - introduced new chargee summary report giving grid view of time across week with weekly totals and time value
 - installer package now natively supports 64bit operating systems and also supplies 64bit-compatible sql server express
 - added expansion of escalation contact when issuing an SLA expiry alert to accommodate when a team queue is the sla escalation contact
 - inbound IMAP emails are deleted after being processed; added email xml config service option imap_delete_processed_messages – can be set to “false” to prevent processed emails being deleted from mailbox
 -  inbound Exchange emails are deleted after being processed; added email service option exchange_delete_processed_messages – can be set to “false” to prevent processed emails being deleted from mailbox
 - fixed issue of blank message body when sending text-formatted email via web portal using an exchange email account; exchange wants the “html” part of the email message set with the message content using html body tag wrappers
- added refresh and refresh all options to tab context menu – right click on a tab to access; useful to see get updates on a ticket already open in a tab

 - sla’s which are expiring or expired are brought to users attention when creating a ticket but not when reviewing and updating a ticket; made this consistent so the expiry information is shown now also during update

 - inline email attachments now always have individual filenames; when emails with multiple inline email objects were dissected, the inline parts could have the same filename if all processed within the same second; this impacted the windows service when issuing an email alert and the template is set to auto-include ticket attachments, if multiple attachments have the same name, you get the same attachment for as many times as there are  attachments of the same filename since the smtp server only picks up the last file stored on the file system;
 - full livereports licence keys were not being recognised according to company’s name; this is now fixed

Target-Helpdesk-Version-3.2.7