 |
Support For German language
- If you are installing the client files the
first time, then, SupportCalls would
automatically detect the locale settings and
would take the default language set in that
system.
- If you are upgrading to this version, or
if you want to change the language setting
manually, you can do that from SupportCalls
menu > Settings > Personal Settings.
|
|
|
Fixes to the following bugs:
- In the case form, if there
is a single time spent entry, and if you
tried to delete it and save the case item,
on reopening the case, the deleted time
spent entry reappears, but the total time
spent shows as zero.
FIXED
- In Summary report, the 'Yesterday' time
period report returns empty result, even if
there are cases which were created,
modified, due or closed on that particular
time period.
FIXED
- In the 'Other cases from this
caller' tab, if you tried to merge that case
with another case listed, the merge might
succeed, but the current case does not get
deleted/removed (which should be, at the
first place).
FIXED |
|
|
SupportCalls menu > Settings > Workload
New Workload settings feature
allows helpdesk manager to specify how the
automatic processing of incoming emails or
web requests should be handled.
Support 3 ways:
a) Distribute equally to all technicians
- This option will enable any available
(first come, first basis) technician to get
a handle on the monitored folder/mailboxes
or on the web access site, such that all
incoming emails/web requests are processed
by this user.
b) Delegate it to a particular technician
-Designate a technician to act as a
dedicated user who will auto-process
incoming emails/web requests.
c) Delegate it to a particular system
- Designate a computer to act as a server to
handle automatic processing of incoming
emails/web requests.
You can designate one particular system
which will be running all the time (eg.
24/7) such that it performs most of the
automated and creation of support cases as
well as send automated emails and SMSs to
callers/technicians/managers etc. With this
arrangement, you can also minimize the risk
of having conflict messages from your
Exchange server as well as have a central
location where you can troubleshoot, if you
encounter any problem.
|
|
|
SupportCalls menu > Settings > Case
Options
Reset or change case number count
- You can reset the case number count to
zero (0) to start from scratch.
- You can change the current case number
count to start from any number of digits of
your liking.
|
|
|
SupportCalls menu > Settings > Mobile
messaging
Support for a third way of sending SMS
- SMS via email service. More and more
organizations are adopting the functionality
of sending SMS to a mobile device via an
email service. Format: <+CountryCode><Mobile
Number>@EmailServiceDomain.com. Eg.
+446234343434@sms.somecompany.com. With
this, you can compose SMS message in Outlook
as you would normally do, and input the
MobileNumber@emailservice.com under the To
field and send it. If you choose this
option, SupportCalls system will use this
technique to send any automated SMS message
to the caller/technician. We have also given
a field where you can input the default
country code. This code will be used to
append to the mobile number, on the fly, if
the number does not have a country code
prefix.
|
|
|
Change the case number of a case item - Just
double-click the case number in the Outlook
form, and it would display a dialog, where
you can change the case number to the next
count. Useful, if for some reasons, two
different case items got the same Case
Number and you want to iterate one of them
to the next available number.
|
|
|
Choice of technicians in the Add Time Spent
dialog
|
|
|
In callers/technicians/problems list grid,
you might have seen the column where you can
specify a value from the drop down only. But
if you want to make it empty, there is no
way to do so. Now, we have added an empty
string as the last item in the drop down
list of any column, so that you can reset
the value for the column. |
|
|
Previously, if the automatic addition of due
date appointment/task to the technician's
mailbox is enabled, creating a new case from
an email or from scratch (empty) might not
automatically add the due date
appointment/task to the technician's
mailbox. It is only added if you specify a
due date and then saving the case. FIXED
|
|
|
You might also encounter a situation where
sending email to the Ongoing Cases folder
creates a case, but at the same time, a post
item is also created, and that leads to
repeated generation of new cases
(duplicates).
FIXED
|
|
|
If you have embedded images in the case
description/body field, and print it, the
embedded images do not display in the print
output. Instead, there are empty rectangular
boxes with the small red cross on the
top-left corner.
FIXED
|
|
|
Sometime, you might land up with some cases
with zero (0) as the case number and you
might not find any way to get hold of a new
case number without deleting it, and
creating a new one with the same information.
FIXED
|
|
|
In previous and past versions, if you don't
enter the full mobile or phone number,
including country code, or if you have not
entered a well formed number, say, empty
whitespace or hyphen in between, the phone
calls or SMS notification might possibly
fail to be delivered. In the current
version, we have amended certain techniques
where you can specify a default country
code, which will be used in runtime, in
case, there is no country code being
prefixed in the phone/mobile number. It also
now removes the hyphen/whitespace or leading
zero to make it well formed. FIXED |