Updates of 28th May 2009

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1) You are not able to re-open a resolved case using the re-open button inside the case form. Outlook may even freeze, and you might not have control over any part of Outlook. You are forced to kill the Outlook process. However, if you use the Outlook toolbar button (the toolbar with the 'Resolved cases' title), the selected resolved case get re-opened. FIXED
 
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When a caller replies to a resolved case, SupportCalls only change the icon of the resolved case to that of the 'Ongoing case' icon, but does not re-open nor moves the case in the 'Ongoing Cases' folder. FIXED
 
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When installing SupportCalls System for the first time, and you have lot of subfolders in public folders (in hundreds) and other secondary mailboxes, you may find that SupportCalls system does not show up at all in Outlook for quite some time (minutes, if not hours). FIXED

What's new in this revision? (4th May 2009)

bullet Added more response time options in Service Level Agreement (SLA) module.  Now, the available intervals stretch upto a month.
 
bullet In previous versions, when multiple users are active in Outlook, there may be times when multiple cases are created out from a single email. This is fixed now by redesigning the way automatic processing of emails is executed in monitored email folders.
 
bullet In previous versions, if you are using a non-English version of Office/OS, you may notice that the importance field in the support case form do not get populated. This is due to the fact that, the possible values of the Importance field - High, Normal and Low are hard-coded in English in the SupportCalls system. However, this is now handled to work with non-English Office/OS.
 
bullet When working on the Print/Email/SMS templates dialog, the 'New case' template may inadvertently get saved with the HTML content of another template. Though this bug is fixed now, if you were experiencing this issue before, the 'New Case' template needs to be reset to the default content. You can do this by selecting the 'New Case' template from the drop-down, and then from HTML view tab of the WYSIWYG editor, remove all the content, Click Save.