Published: 14th April 2014
What's new in 6.2?
Added 'First Name'
and 'Last Name' fields under Caller section
of the case form. When you import a caller from the
Address book or Global Address List (GAL), Team
Helpdesk would automatically extract the First and
Last Name from the chosen contact (just like it did
for other existing fields).
Service Level Agreement
(SLA) redesigned - Added a new column 'Due Time'.
This column takes a predefined duration (just like
it did for 'Response Time'. There is also a change
in the workflow.
Added 3 new automated
alerts in Team Helpdesk Manager > Notification
Options > General Alerts tab. Each of this alert
have their own template under Team Helpdesk
Manager > Templates Manager.
Added the feature to force
Team Helpdesk to only process emails send from a
list of admin chosen/approved domains and ignore the rest. You can define
such list of trusted
domains under Team Helpdesk Manager > Callers
List > Company tab.
There is also an option 'Automatically
alert the administrator when one tries to generate a
case from an email of unlisted domain' available
under Team Helpdesk Manager > Notification
Options > Admin Notification tab. When enabled,
Team Helpdesk would automatically notify the
administrator when an email from unlisted domain is
not processed by Team Helpdesk.
Added 3 more
options to set default values for Case
status under Team Helpdesk Manager > Case
Options > Default values tab.
Added secondary asset fields support in
addition to the existing 5 predefined asset
fields. You can now define any number of
additional asset fields with different data
types such as text, number, yes/no, note,
date or currency under Team
Helpdesk Manager > Asset Fields panel
(Additional Fields, Additional Lists tabs).
You can now choose up to 5 custom fields or lists to
be shown in the main section of the case form.
Added a 'Reset Columns
Size' button under Team Helpdesk Manager >
Callers List/Technicians List/Problems List/Assets
List panels, so that you can easily reset the
columns size to default values. This could come
handy when you couldn't see certain columns (which
may have been in hidden state) in the list.
Previously, the workaround was to shutdown Outlook
and manually go to registry editor and delete a few
registry keys. However, with this 'Reset Columns
Size' button, it is just a click away to rest
the columns size (and show any hidden columns)
Added ‘SLA Due Time Fulfilled’
and ‘SLA Response Time Fulfilled’
dimensions (of fields) in Summary Reports
and OLAP Statistics.
If the caller replies an email to an existing case, to multiple technicians, it may lead to Exchange conflict on the case. FIXED
If a technician makes a reply to the case to the caller (but CC'ed to multiple technicians), it may lead to Exchange conflict on the case. FIXED
In Outlook 2013, when replying or receiving responses from callers. the consolidated conversation of the case may contain redundant information. FIXED
When replying to callers or to other technicians from the case form, the replies may not be updated to the consolidated conversation of the case (nor the email added to the case). This typically happens when you reply to multiple recipients (using the CC field). FIXED
You may find that 'Team Helpdesk Agent' menu
under the Outlook 2010/2013 backstage view
disappear and appear after sometime (or only
appear after restarting Outlook). A bug
that we had been trying to fix, but to no
avail. So, with this update of version 8.3,
we have discarded the 'Team Helpdesk Agent'
menu in the Outlook 2010/2013 > file
backstage view. Instead, we have now added
the same menu 'Settings' under the standard
Team Helpdesk toolbar (in your Inbox) or in
the Ongoing Cases/Resolved Cases folders.