First Published: 12th May 2014
Recent Published: 3rd February 2015
What's new in 6.3?
Changes as of 3rd February 2015
Ability to choose multiple default
technicians in Problems list,
companies list and callers list.
When you click 'reply to last email'
or 'reply', 'reply all' or 'forward'
in the case form, if you decide to not send
it and cancel the email by closing the
window, the new email sits idle in the draft
folder and not removed. So over a period of
time, you will have lots of emails that were
cancelled. With this update, if an email
that was cancelled (by clicking close button
in the right top corner), that email will be
removed from the draft folder automatically within 5 seconds of
closing the email window.
updated CWS and TWA files (version 5.0).
Previously, the Caller Web Access (CWA) site
shows the time spent, notes and email
history regardless of if you have
checked/unchecked the options like 'Make
Time Spent accessible to CWA site' or 'Make
Email History accessible to CWA site' or
'Make private notes accessible to CWA
site' under Team Helpdesk Manager >
Web Access > CWS tab. This bug has been
fixed in this update.
Added a new option 'Don't use default
template in replies made from case form'
under Team Helpdesk Manager >
Notification Options > Options tab. If
enabled, empty case. And then click 'reply
to last email' button in the case form. And
the email displayed should show empty body
instead of using the 'Email to Caller'
Added the ability to specify a time
component under 'Between Dates' time
period filter in Summary Reports. Now, you
can generate reports based on a defined time
Reports, when exporting the report to a file
(Plain Text or Excel 2007 – 2013), dates are
being changed randomly from UK d/m/yy to US
m/d/yy format. This is fixed in this update.
The display format would be as per the date
format setting under Control Panel >
'Region and Language'.
Last Major Changes: 12th May 2014
Added support for a single page view of all the sub-sections of the case form (such as custom fields, email history, time spent, assets, related cases, associated users, logs, notes etc). You will find two buttons on the top right portion of the case form (just right of print button) - Tabs View and Single Page View
The Tabs View is what was already there prior to this version (v6.3). In this view, you will find multiple sections or tab that shows information on the case selectively. One needs to navigate its way to the desired section to uncover the information beneath. This view is best used to reduce clutterness and information overload.
Single Page view clubs all the tabs/sections of the
case form to present a continuous flow of
information in the same page. Each section or tab is
separated by a gray horizontal bar header. Clicking
the bar hides or shows the information beneath the
section. In this view, all the sections may not fit
within the available screen area, but with the aid
of the vertical scroll bar, you can navigate down to
see the rest of the sections.
At any time, you can switch the case view to tabs or single page. And the add-in remembers your choice of View when you open another case the next time.
When exporting summary reports to excel, the
column and row headers were not retained in
the excel spreadsheet. Only the data were
exported. This has been fixed in this
exception has been fixed