New Features:
New administrative tool to see which
helpdesk staffs are online/working with
SupportCalls in Outlook and the version of
the SupportCalls Client addin they are
running. |
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New administrative settings dialog 'Case
Options' added - You can delegate one of the technician as the helpdesk administrator - You can select multiple technicians as managers who will be notified via email or SMS when a new, unassigned case is created. |
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Helpdesk staffs can now send email directly
to helpdesk admin from the SupportCalls Menu |
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Two new notifications added: - Email to managers when a new, unassigned case is generated - SMS to managers when a new, unassigned case is generated Template for each notification is available in the Template Manager tool for customization. You can also enable or disable this particular notification from the 'Notification Options' setting. |
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SCO_MANAGERS and SCO_CALLERCOMPANY
placeholder variables added to the Template
Manager for insertion into SMS or HTML
template. |
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In Customer Web Service (CWS) site, the search facility in the web knowledge base is now case -insensitive, and will also check for that searched keyword in the problem type field. |
Issues that are fixed:
In the caller reply notification email send
to concerned technician, the replied email
content may lost formatting, making it hard
to read. FIXED |
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If you have KB articles with embedded images
and when they are published on the Customer
Web Service (CWS) site, the web articles may
not show the embedded images. Instead, you
might see just a broken link with such as
cid:image001.jpg@01CA45C5.865A2910.
FIXED |
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If you have KB articles with attachment
files and when they are published on the
Customer Web Service (CWS) site, the web
articles may not show the links to the
attachment files.
FIXED |
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When you tried replying to an email with a
selected knowledge base article in Outlook (eg.
Inbox folder), you might be presented with a
security warning dialog box from Outlook,
asking you to allow access.
FIXED |
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In Summary report, if you have selected the
'Date Created', 'Date Due' and 'Date Closed'
fields, the date format shown in the report
might only display numbers without any
proper format eg. 06 22 2009 14 32 (for
6-22-2009 14:32). It is now rectified with
the date format as specified in the
'Regional and Language Settings' under
Control Panel. FIXED |
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In the WYSIWYG editor in Templates and Predefined Answers Managers, the open button does not work when clicked. FIXED |
Exception/Error reports that are fixed:
At Line: 6540 In Function: CaseHelper.ExtractInfoFromEmail Source: Exception Number: 91 Exception Description: Object variable or With block variable not set
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At Line: 370 In Function: EmailHistory.OutputHTML Source: Exception Number: 438 Exception Description: Object doesn't support this property or method
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At Line: 3390 In Function: MSOffice.CopyHTMLCIDImagesFromItemToItem Source: Exception Number: 91 Exception Description: Object variable or With block variable not set
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At Line: 17720 In Function: CaseForm.GetSelectedTechnicians Source: Exception Number: 91 Exception Description: Object variable or With block variable not set
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At Line:
2600 |
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At Line: 1510 In Function: CaseData.SetRecordset Source: Exception Number: 424 Exception Description: Object required |
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At Line: 6020 In Function: Main.CreateNewCase Source: Exception Number: -901512935 Exception Description: The form required to view this message cannot be displayed. Contact your administrator. |
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Exception Number: -2079063801 Exception Description: Operasjonen mislyktes. Line: 362 Function: SettingsDeclaration.LoadSCOGlobalFolders
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At Line: 9340 In Function: WebAccess.GetDefaultTechnicianForProblemType Source: Exception Number: 424 Exception Description: Object required
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At Line: 3190 In Function: SearchToolbar.cmbSearch_Change Source: Exception Number: -1940650368 Exception Description: Method '~' of object '~' failed
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At Line: 920 In Function: StandardTB.AddButtons Source: Exception Number: -2147467259 Exception Description: Method '~' of object '~' failed
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At Line: 2220 In Function: Problems.SaveValueToXML Source: Exception Number: 424 Exception Description: Object required |
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At Line: 7350 In Function: fFAQs.lstQuestions_ItemClick Source: Exception Number: 91 Exception Description: Objektvariable oder With-Blockvariable nicht festgelegt |
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At Line: 250
In Function: Technicians.FromNames Source: Exception Number: 424 Exception Description: Objekt erforderlich |