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Helpdesk Service Hours - Now, manager
can specify the service days and hours the
helpdesk operates. With this mechanism, any
automatic assignment of due date to support
cases, including those triggered by SLA,
would be adjusted to fall between the
service days and hours (if specified). By
default, service day start from Monday and
ends at Saturday. You can choose the service
starting and ending days as per your
helpdesk requirement.
Once a service days and hours are specified,
due date assignment will take note of the
helpdesk unavailability accordingly. When
specifying a SLA to a support case, the
response time would be added to the current
date/time, plus any helpdesk off-hours such
that, the due date is always set within the
service hours band. So, no longer you or
other technicians would be sent due date
lapsed or SLA breach automated notifications
and alerts in off hours of the helpdesk.
The administrative panel for 'Helpdesk
Service Hours' feature is available under
Team Helpdesk Manager > Settings > Service
Level Agreements
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Use a dedicated tab for the Team Helpdesk
specific buttons in Outlook 2007 and 2010
ribbons.
Because a few of you have requested to house
the Team Helpdesk buttons and ribbons in a
dedicated tab (in Outlook 2007 and 2010), we
have now added an option to enable it. By
default, this option is not enabled, which
means, the Team Helpdesk buttons will be
embedded in the standard Outlook ribbon tab
i.e., there won't be a dedicated tab.
This is available under Team Helpdesk
Client > Personal Settings
Team Helpdesk buttons embedded in the
default Message tab of Outlook Mail item
Team Helpdesk buttons group available
in a dedicated tab of the Outlook mail item.
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Force Send/Received action to immediately
start the automated email delivery - We
have been reported that the trigger of
instant dispatch of automated notification
emails from Team Helpdesk results in
freezing Outlook for few seconds, during
which time, Outlook is unusable. This
behavior happens because internally Team
Helpdesk add-in automates the clicking of
the 'Send/Received' button so that, Outlook
don't have to put the automated emails in
queue and delay the notifications. However,
if you are find yourself inaccessible to
Outlook during such scenario, you can
disable this particular option. If disabled
(by default it is), Team Helpdesk will
simply push the automated notification
emails to Outlook for sending out. If
Outlook was free a that time, it should be
able to sent out the emails without much
delay.
This option is available under Team
Helpdesk Manager > Settings > Notification
Options
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Shutdown options now added in the
backstage view of Team Helpdesk Client and
Manager addins (only valid for Outlook
2010)
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In previous version, if you have added the
Ongoing Cases to your Outlook favorites
folder, and if you use this favorite
shortcut to navigate to the Ongoing Cases
folder, you might notice that, on subsequent
Outlook restarts, Team Helpdesk starts
prompting for database path. The workaround
to this issue, was to not to use the Ongoing
Cases folder in favorites. At least, this is
what was communicated to users facing such
issue. With version 6.5, we have enhanced
this particular bit, and now, you can add
Ongoing Cases and other Team Helpdesk
folders to the Favorites, for quick
navigation. The only exception to this is
the 'Settings' folder.
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At times, you may find that the monitored
folders and mailboxes under Team Helpdesk
Manager > Settings > Email Monitoring and
Automatic Assignment resets itself and
all existing configurations are lost. You
will have to altogether specify the folders
and put back the automatic assignment
configurations again. This particular issue
is now resolved, and would no longer be an
issue in version 6.5 and above.
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The option 'Do not reload helpdesk global
settings when entering Ongoing Cases
subfolder' was added in Team Helpdesk
Client > Personal Settings, in earlier
version to bypass the redundant re-loading
of the helpdesk settings from the database
whenever you navigate to the Ongoing Cases
folder. However, this particular
functionality had a bug, that prevents it
from working the way it was designed to.
This has been fixed in this particular
release.
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