First Published: 6th July 2017
What's new in 10.1?
Agent addin can now edit/change the 'Helpdesk
Settings data source' to link to the correct
database configuration as set by the manager.
This can be useful in scenario when the manager
had switched or migrated to a different helpdesk
database, but other users or systems didn't see
the new database or their add-ins still show
connection to the old database. If the agent
addin is not seeing or connected to the correct
database, the technician can make the changes by
entering the database configuration manually (if
one knows it) or by importing the latest
database configuration from a .dbconfig file.
Saving database configuration to file: Database configuration can be saved to a file (having .dbconfig file extension) from Helpdesk Settings Data Source panel and manager can share/deploy this .dbconfig file to other agents/users (say, via email or file server) so that individual technician can import that .dbconfig file to connect their manager/agent addin to the correct Team Helpdesk folder/database in their respective Outlook.
Importing Database Configuration from file - Database configuration file (.dbconfig) can be imported on new machine or new agent from 'Helpdesk Settings Data Source' panel. And the manager/agent addin on that system will read the location and connect to the configured database automatically
Another benefit Helpdesk managers can exploit from exporting database configuration to file (*.dbconfig) is to deploy the .dbconfig file to new systems (via email attachment or file server) such that new technician can import and link to the Team Helpdesk folder location in Exchange Mailbox stores as well as connect to its database configuration automatically.
and 'Send Behalf of' policy - If
you had configured your Team Helpdesk to send
out emails/alerts from a common account, the
add-in will try to use the 'Send As' permission
as first preference. If that fails, it will fall
back to using 'Send behalf Of'.
Update of 29th March 2018 (v10.1.4.256)
Added the feature ‘When raising a new
case from an email, add CC recipients as
associated users’ under Team Helpdesk
Manager > Notification Options > Associated
users Alerts tab. When enabled, when you
raise a case from an email that has other
recipients (CC users), the add-in will
automatically populated these users in the
associated users tab of the case form, so
that these users can also be part of the
case, and can receive automated
notifications on the case. What types of
notifications these users received will
depend on what the administrator had
enabled. For example, administrator can
enable both caller and technician
specific alerts to be also send to the
associated users of the case.
Added the feature in Team
Helpdesk Manager > Problems List panel,
whereby, when you enter any new categories
or problem field lists (right side grid),
these new values are immediately available
in the drop down of the corresponding
columns in the Problems Types List. You no
longer need to click 'Apply' for the new
values of categories/problem field lists to
be available and populated in the drop down
columns of the Types list grid.
When merging multiple cases to one, the old
case ID in the emails are removed and
substituted with the ID of the parent ID.
The ‘Reset Connection’ feature of the
add-in (in both manager and agent add-ins)
is enhanced. Now, if both add-ins (manager
and agent) are installed and active in
Outlook, the add-in will complain to first
disable the agent add-in in Outlook and then
proceed with the ‘Reset Connection’ from the
manager add-in menu. And it will also force
the user to restart Outlook before allowing
the user to choose the existing Team
helpdesk folder for new/refresh connection.
When new replies are received or send,
further checks have been added in the add-in
so that it does not re-process the same
email more than once.
The option ’Enable Team Helpdesk to
monitor ‘Ongoing Cases’ folder’ under
Team Helpdesk Manager > Email Monitoring
panel has been deprecated.
The following error had been fixed.
Update of 15th January 2018 (v10.1.4.250)
All new help manuals (in PDF formats)
included in the setup. There is separate
help manual for Manager and Agent add-in (TeamHelpdeskManager.pdf
respectively). Once you upgrade to this new
version, for manager add-in, you can invoke
and open the manager specific manual by
clicking the 'Help Topics' menu entry
under Outlook > File > Team Helpdesk
Manager tab. And for Agent add-in, from
the helpdesk toolbar in Outlook, go to Settings menu > Help Topics
to open the
Agent specific PDF manual.
Added option to input your own
subject code of the email when using Email
to SMS service under Team Helpdesk
Manager > Mobile Messaging panel. This
special code, if specified, will then go to
the subject of the email before it is send
to your SMS gateway.
Update of 6th July 2017 (v10.1.4.235):
FIXED: From within the case form, when a SLA is applied, the priority (Importance) field of the case does not change as per the chosen SLA.
Download the new version now!
Read the upgrade instruction