Target Helpdesk Software Weblog

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

Flag importance and read-recipts

Software Version 3.2.6.38629
 - configurable multi-level categories; sort order functionality revised to support any number of levels used;  when upping the number of levels, existing categories are preserved and shifted downwards; when reducing the number of levels, the lowest levels are preserved and shifted upwards
 - desktop send email facility now includes flagging an email as high importance or low importance; available on both exchange and smtp; note – the importance will be automatically set to low for “low” priority tickets and will be automatically set to high importance for “high” priority tickets
 - desktop send email facility now includes an option to request a read receipt; available on both exchange and smtp
 - system options audit tracks changes to system options for help during support situations
 - fixed web notes viewer – css auto option on notes viewer forced to display a scroll to render notes box correctly – browser sometimes would not calculate and render correctly
 - fixed notes order on web ticket screen – if multiples notes within the same minute, sometimes these notes would not display in correct order
 - canned email templates now include default recipient option control – eg. preset the to/cc/bcc to requestor/assignee or a custom third party email address; supported on desktop and web
 - send email read receipt learns preference by usage of the read recipt option
 - read-recipt notes are recognised as such and a read-receipt icon used against read-receipt notes displayed in a ticket; also auto-close is not cleared when a read-receipt note is added to a ticket
 - fixed migration of SLA custom fields id mappings that occurred in 3.1.5 upgrade
 - added textual origin column to ticket summary list
 - added time spent in units as specified for system options reporting units on ticket summary list
 - asset export report limited columns to a few characters – they are now set to grow as required
 - added notes as a column to asset list view so can now also be included when using quick csv export facility
 - added notes as a column to SLA list view so can now also be included when using quick csv export facility
 - new system option to add a copy of outbound email attachments to ticket (by default this option is on) – implemented on both desktop and web send email facility

Software Version 3.2.5.38317
 - configurable multi-level categories; system options lets you control how many levels of ticket categories you want – up to a maximum of 5.
 - sla on category includes update to sla calculation engine to select sla if an sla is specified on a category; precedence order is keywords, then category

Configurable number of category levels

Software Version 3.2.5
 - configurable multi-level categories; system options lets you control how many levels of ticket categories you want – up to a maximum of 5.
 - sla on category includes update to sla calculation engine to select sla if an sla is specified on a category; precedence order is keywords, then category

Software Version 3.2.4.18438
 - fixed email template parsing of custom ticket fields – was not previously wired up; this means you can now include custom ticket field tags within canned email templates and they will be auto-replaced when sending an email
 - fixed null date fields – would not display remaining custom field values when it came across a null value in a custom date field

 - fixed setting closed datestamp (and closed by) when “creating a closed” ticket in single action (audit was being generated but closed datestamp not set so impacted reports run by closed date)