The Team Edition is now known by 'Team Helpdesk for Outlook', and
the Personal Edition is now known by 'Personal Helpdesk for Outlook'.
Major Update (4.3): (3rd September 2010)
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Added a 4th column ('Sender name) in the Email History list box in the case form in Outlook. |
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SupportCalls System is now renamed.
The Team Edition is now known by 'Team Helpdesk for Outlook', and the Personal Edition is now known by 'Personal Helpdesk for Outlook'. |
Minor Update (4.2): (3rd August 2010)
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Fixed the bug with the FAQs dialog box being
shown empty when trying to reply to a case
or email with a FAQ. |
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When you preview the ongoing or resolved cases in Outlook, the 'Posted On' date (at the header) always display 1/1/4501. This was due to a flaw in the design of the Outlook case form (eg. IPM.POST.AMTSupportCase, IPM.POST.AMTSupportCase.Closed). We have now redesigned the forms (for all supported languages) so that they now reflect the correct date/time the case was created/posted. For existing SupportCalls folders, all you need to do is re-install the new form using the corresponding .fdm file. Please follow the KB article '1010 - Reinstalling and updating the Outlook forms for SupportCalls folders' for more description and help. |
Published: (28th June 2010)
What's new in 4.0?
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Separation of the SupportCalls Manager and
Client functionalities in Outlook. Now,
manager install has a dedicated setup media
(SupportCallsManagerSetup.exe), as
well as for the Client install (SupportCallsClientSetup.exe). |
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SupportCalls drop down lists such as
problems, assets, callers, technicians etc.,
and templates, FAQs and other helpdesk data
are now saved in a dedicated database. Both
Microsoft Access and SQL Server databases
are supported. The reasons of saving the data on a database is taken to enable scalability of the helpdesk. In the previous version, the settings data are stored in an Outlook item, which was prone to corruption due to multiple users edit. It also has the limitation of properly synchronizing between Outlook and the Exchange, due to which changes in the helpdesk data are not reflected concurrently for other technicians. |
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Support for automatic upgrade of the
SupportCalls Client tool for all technicians
of the helpdesk. This is a new feature added
in version 4. With this feature, when a new
updated version of SupportCalls Client setup
is available, you can perform upgrade of the
SupportCalls Client on each technician’s
system automatically. When enabled, the
existing SupportCalls Client checks for new
version availability in the specified
network folder at Outlook startup.
Manager/administrator can configure it from
SupportCalls Manager menu > Settings >
Upgrade Options. You can learn more at
section 3.18 of the SupportCalls PDF manual. |
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Support for Microsoft Office 2010.
With version 4, we have redesigned SupportCalls system to capitalize on the new
features of Outlook 2010 such as the SupportCalls Manager and Client menus at the
backstage view, integration of frequently
used SupportCalls commands in the context
menu of different Outlook items, as well as
support for ribbons in the Explorer windows.
The same version of SupportCalls is designed
to work on Outlook 2003, 2007 and 2010. So
you would not have to worry about
compatibility if your technicians use
different version of Microsoft Office. |
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With version 4, SupportCalls Manager tool will be responsible for monitoring email folders and mailboxes for new incoming emails, and processing to support cases. It will also be responsible for processing and serving support request coming from Technician and Customer Web Service websites. In previous version, both these activities were performed by the first available technician, depending on a token based system. But unfortunately, that mechanism was vulnerable to multiple technicians processing the same request, leading to duplicate cases. Due to this limitation, we now have separate Manager and Client install, as well as a dedicated database for storing the helpdesk data. As a consequence, the functionality of the workload settings (SupportCalls menu > Settings > Workload) is no longer applicable and is removed from version 4. |