isupport 15 Release Notes

isupport 15 Release Notes This document includes new features, changes, and fixes in isupport v15. The Readme.txt file included with the download includes a list of known issues. New Features in isupport 15 Interface Redesign Desktop Online Help Configuration Notification Center and Desktop Notifications Enhanced Survey Functionality Views Save As Function for Custom Views Custom Field Data Source Fields Added to All Work Item Archive View Data Sources Customer/Company Functionality Customer Rule Action Added for Setting Primary Group Create New Link Added to Customer Profile's Company Search Company Match Settings Apply Customer Filter Field for mysupport Chart Settings Include/Remove Signature Icon Category Type-Ahead Search HTML Markup and Preview for Custom Notifications Auto-Submitted Rule Condition Added Specific Availability for Load-Balanced and Round Robin Routing Knowledge Print Options Access to Configuration Options in Work Item Screens Fixes in isupport 15 Page 1

New Features in isupport 15 Interface Redesign isupport s Desktop and Configuration module have been redesigned for ease and efficiency. Desktop The Desktop has been redesigned; it now includes icons across the top of the screen for quicker access to searching, configuration, and other features. Page 2

Previously in the lower left corner with access to all Desktop functions, the Desktop upper left corner. It includes only links for creating new work items. action menu is now in the The rest of the options are now easily accessed via the icons in the upper right corner. Click on your avatar/name to display a menu containing links for changing your availability, accessing preferences, and logging out. Page 3

Click on the Notification Center icon to display a link to desktop notifications configured via Rules and Headline screens as well as the Alert Designer. See Notification Center and Desktop Notifications for more information. The Calendars icon will appear if Microsoft Office Outlook Calendar and/or Google Calendar Integration is enabled. It displays calendars with meetings scheduled using isupport work item entry screens. Page 4

Click on the Desktop Content as well as the Content Manager. icon to display links for the Alert, Standard View, Chart, and Report View designers, The Global Search icon moved from the left side of the dashboard navigation bar; it will not appear to a support representative that has no allowed dashboard components (specified via the Allowed in Global Search option in the Desktop Settings configuration screen) and, for the support representative s primary group, the Override Allowed in Global Search field is set to No or no components are allowed in Global Search. Page 5

Click on the Configuration icon to access the Configuration module as well as Search, Favorites, Recently Viewed, and Top Viewed configuration screens. You can now position the quick access icons on the Desktop via the Desktop Preferences screen. Quick access icons will appear in a collapsible bar. Page 6

You can now include formatted text, links, and images at the top of the Desktop, between the Desktop Create icon and Profile image. Use the Header Text field on the Basics tab in the Desktop Settings configuration screen to add the header text. (Note that the text is white, centered, and selected in this example.) Dashboards now appear via tabs; the Add Dashboard icon is now only used to create and add dashboards. Page 7

Note that by default shared dashboards are now locked to prevent editing; right-click on a dashboard to display a menu for unlocking, renaming, setting access, closing, and deleting the dashboard. When an edit is made to a dashboard, it will reload for anyone else using it. The Lock Editing and Add Component options will appear in the menu after a dashboard is unlocked. Select Add Component to display available components, which now appear at the top of the dashboard. Page 8

If you maximize a component, use the down arrow next to the dashboard name to switch to a different component. Online Help The isupport User s Guide and isupport Administrator s Guide PDFs are no longer included in isupport; individual PDFs are now included for entry screens, configuration features, etc. Links to the PDFs are included in the applicable help topic; for example, a link to the Using the isupport Incident Screen PDF is now included in the Using the Incident Screen help topic. Configuration PDFs are included in configuration overview topics; for example, the Configuring isupport Incident Functionality is included in the Incident Configuration help topic. Configuration The main Configuration screen now displays as a dashboard on the Desktop. The interface is responsive, adjusting dynamically to different devices and screen sizes. It has been completely reorganized; it previously mixed required, core settings, optional customization, and automation links together under root level feature icons. The new interface clearly separates core settings from optional settings which contain customization, automation, and administration options. It may take a little getting used to, but you can easily access screens via the Search feature. Your Favorites list will be retained when you upgrade, and you can easily add the screens you use most to your Page 9

Favorites List by clicking on the Add to Favorites icon that appears when you hover over a feature icon. Feature icons in your Favorites List will be retained at the top of the main configuration screen. The Options and Tools area contains the following: The Customize section contains functions that you can configure specifically for your company such as categories, custom fields, and layouts. The Integrate section contains functions for utilizing features and data from other applications such as Active Directory. The Automation section contains workflow functions such as rules, approvals, and asset scanning and monitoring. The Administer section contains many of the functions previously included in the Administration Tools section, as well as the Security feature. Page 10

There are far fewer options because settings are grouped by function with tabs for each work item type. Notice also that a search bar is included for list views. The Global Settings screen now only contains settings for features used throughout the isupport application. Page 11

Previously features were enabled on the Functionality tab in the Global Configuration screen; now features are enabled in the Feature Basics screen. Once enabled, required or core settings and related agents are all set via tabs in the Feature Basics screen. Page 12

Notification Center and Desktop Notifications The Desktop Notifications feature enables you to configure text to display in the Notification Center a popup. You can click on an entry to display the corresponding work item. list and/or You can configure desktop notifications via: Alerts configured via the Alert Designer (now accessed via the Desktop Content icon) Page 13

The Notify Desktop rule action (for all rule types): select the recipient(s), support representative(s), and support representative group(s) to receive the notification, and then enter the message. Headlines Page 14

The Desktop Notifications tab in the Preferences screen enables you to specify whether to display the entry in the Desktop Notification dropdown list or both the list and popup. Use the Item Count field to specify the maximum number of entries that should appear in the list at one time. Options will appear for all work item types with rule functionality. Page 15

Enhanced Survey Functionality Survey functionality has been greatly enhanced with paging and conditional display for questions, rep followup questions, and rules. The Survey client is no longer used; surveys are now shown on mysupport. The notification icon in the upper right corner indicates when the portal user has pending surveys. Note that you can select whether or not to include the title, and the Survey: text can be changed via Resource Editor. Support representatives can now view submitted surveys with answers. A Status field is now included for indicating Sent, Submitted, and Closed. Page 16

You can now configure followup fields for support representatives to complete on survey records. The History tab documents all survey actions. Page 17

The Edit survey permission enables a support representative to change the survey status and make an entry in followup fields. Note that if the survey status is Sent or Closed, it will be inactive so it cannot be edited. A support representative can save a survey with a status of Submitted if the survey had a Submitted status prior to editing. Configure surveys via the Survey tab in the Feature Basics screen. Fields for the URL, Survey agent scheduling, and allowing editing of existing questions are on the Basics tab. Page 18

Create and delete questions via the Questions tab. As before, text in the Detailed Description field will be included below the question. Page 19

Use the Rep Followup tab to enter fields (questions) that can be completed by support representatives viewing survey submissions. Select Create on the Surveys tab to configure a survey and its content. Page 20

A set of tabs will appear for you to configure the survey, including availability and content options. Use the Rule Group field on the Details tab to associate a rule group with a survey. You can configure the following types of rules: on-save, time-based, time-based cumulative, and time-based sent date. Conditions can be based on event, question, status, or survey; actions can send a notification, change the status to Closed, or change a question. Page 21

Use the Distribution tab to set options for how the survey will be available to customers. Use the Questions tab to add questions to and remove questions from a survey. Click the Add link in the Display Conditions column to base display of a question on a specified condition. Page 22

Use the Incident Fields tab to include data from the incident from which the survey was sent. Data will be included as shown in the example below. Views Save As Function for Custom Views The View Designer now includes a Save As feature for custom views. Page 23

Custom Field Data Source Fields Added to All Work Item Archive View Data Sources Custom Fields Label and Value data source fields was added to all the work item archive view data sources Customer/Company Functionality Customer Rule Action Added for Setting Primary Group Since the primary group to which a customer is associated is used by our location based routing, a change action has been added to customer rules for setting the primary group. If this rule action runs on a customer that has a different group already identified as primary, that group will remain associated to the customer but it will no longer be set as their primary group. Page 24

Create New Link Added to Customer Profile's Company Search If Related Companies are enabled in Global Settings, a Create New link now appears if no matches are found after entering the first few characters during a search in the Customer Profile screen s Company field. Company Match Settings You can now, during customer synchronization and import and mysupport registration, enable a check to be performed for existing customers who have email domains that match the domain part of a new customer's email address. If matches are found, the primary company associated with the customers with matching email domains will be associated with the new customers being created. If multiple customer matches are found with the email domain and they have different associated primary companies, the matching customers will be sorted based on last contacted date and the primary company associated with the most recently contacted customer will be applied. The Excluded Domains field is automatically populated with a list of known email domains that are personal in nature; you can add or remove domains from this prepopulated list. To reset to defaults you can disable, save, and then enable the email check. If a company already existed and had an existing customer with a matching email domain, the company name in that existing record will not change and will be associated with all the new customers. It will retain its name and the alternate company name(s) associated with the new customers in the original data source will be ignored. Page 25

Apply Customer Filter Field for mysupport Chart Settings mysupport chart settings now contain an Apply Customer Filter field that enables a filter for displaying a chart that only represents the records that the logged-in customer has access to based on the Can View Work Items for field in their profile. Include/Remove Signature Icon An Include Signature icon is now included on the Correspondence screen toolbar for including or removing a signature block. Page 26

Category Type-Ahead Search You can now click the Select Category icon to display categories matching the first few letters that you enter. HTML Markup and Preview for Custom Notifications Previously on design templates, HTML markup and Preview functionality is now included for custom notifications. Auto-Submitted Rule Condition Added The rule condition Auto-Submitted has been added to email and work item rules; isupport searches the email header for Auto-Submitted with a value of Auto-Replied. This header property is based on an RFC3834 regarding auto-submitted header field keywords for SMTP. Use this condition in any rule that send notifications for the <work item>updated via Email event for catching out of office replies and other auto-submitted emails such as delivery delay and failure messages. The value should be in the header info of the auto-submitted messages if the system Page 27

that generated the message is following SMTP standards. Specific Availability for Load-Balanced and Round Robin Routing You can now specify availability for load balanced routing and for round robin routing via the Support Rep profile screen. Knowledge Print Options You can now select the fields to print for knowledge entries. Page 28

Access to Configuration Options in Work Item Screens A Configuration tab with applicable configuration options now appears in work item entry screens to support representatives with Administrator access. (This feature was added in v14.5.1.2.) Fixes in isupport 15 Agents The Archive agent no longer times out after five minutes when run in large databases with numerous work items to archive. The Configuration Item Auto Create agent has been improved for better performance and error handling. Desktop You can now move Desktop dashboard components with hidden headers to positions that cause the page to scroll without issue. Customer groups with thousands of members can now be opened in configuration without issue. When authoring a new headline via the Desktop, the Message and Details fields no longer lock and hide the text entered after an admin changes its group access settings. Desktop dashboard component titles are now encoded to enhance system security. The dialog used for configuring shared dashboard access now scrolls when needed. You can now change a shared dashboard to a personal dashboard after other reps have already opened it without issue. Change Important Date fields on changes now display in the entire space available in the layout rather than a fixed width. Custom fields set with default values on a change template are now set with defaults properly when the associated layout changes upon template application. Views Report views no longer error when multiple category-based custom fields are used in the Folders and Groups section. Page 29

A Report View Designer error related to the addition of the Asset Owners aggregate field to a report view has been corrected. An error no longer occurs when a support representative searches a work item view using the Assignee > Location > Name field. Date fields are no longer exported to Excel as general text strings. Filters with @ such as Assignee is @Me now function correctly in views that loaded via the Mobile Client; these views previously only functioned correctly when the rep was using the mobile UI via rep/mobile (and didn't function correctly via /mobile). An error no longer occurs when a Collection Count field is included in a view filter. An error no longer occurs when using Incident - Assignee - Location in a report view filter. Searching a knowledge view based on the Likes or Dislikes field no longer causes an error. Incident views containing and filtering on history entry data can now be designed without error in the designer. Filters for a few default views (such as Open Problems by Date Created) are now retained during upgrades. An error no longer occurs when using Additional Follow Up fields in a customer view filter. Hierarchies Change hierarchies with parent level approvals set and submitted from a mysupport navigator link no longer generate a second hierarchy instance upon final approval of the parent. Error and roll back no longer occurs when a rule applies an incident hierarchy template that has no default assignee or when routing acknowledgement is enabled and the default assignee is set to author in the Incident Basics screen. Dependent custom fields with configured default values will now only display on lower level incidents in a hierarchy if included on the top level incident when the lower level incident was created. mysupport The mysupport change submit UI now limits a customer to inputting only up to the 100 character maximum of the Reason field. The Save button on mysupport work item submission now remains active and can be clicked again after a customer attempts to save a record that does not have all of its required fields set. The mysupport display layout configured for use on a change template is now properly applied when a mysupport customer views a change that is associated with the template. An error no longer occurs when a mysupport work item containing a special characters such as "<" within a custom field was submitted. The Can View Service Cost field in the Customer Profile screen is now functioning correctly in the mysupport Service Catalog UI. Correspondence Correspondence is now spelled correctly on the Correspondence Sent selection on the Customer Default tab in the Custom Notifications screen. Reps can now remove correspondence attachments that were added when a correspondence template configured to load the attachments from the associated work item is selected. Support representatives are now able to send correspondence when a saved draft has an include tag in the Subject field. Purchasing notifications and correspondence include fields for including line items are now rendering the &nbsp in Gmail. Asset The Desktop Asset screen no longer allows mapped custom fields to be edited on Asset records with a source of AD, LDAP, or Other RDB. Page 30

Asset RDB integration will no longer create duplicate assets with the same name when assets with the same name are already in the database from sources higher in the order of precedence for asset integration. Count-enabled asset counts on work items are no longer cleared when a closed work item is edited via data override or by a mysupport Editor. Layouts A work item will no longer load in the inactive closed state on post back when the layout changes on a work item that has been set to closed. Global custom fields no longer lose the values that a support representative has entered (but not saved) if the layout changes when the support representative selects a category. Miscellaneous Service catalog requests with a footer no longer display the header title (rather than the footer title) in the popup dialog. An admin can now add multiple notify actions to selected support representative groups without an error occurring in the Rule configuration page. The OK button on Work and Customer History entry dialogs no longer allows multiple clicks that record history and process associated rules multiple times. The HTML5 mobile interface no longer errors when creating a new asset using the Create action in the footer menu. The Rep Chat History log in now respects the auto purge setting. Opportunity audit history is no longer being recorded showing product line changes in which the From and To values are the same on each save. Copyright 2016. Groupware, Inc. All rights reserved. isupport and mysupport are registered trademarks of Groupware, Inc. Other parties trademarks or service marks are the property of their respective owners and should be treated as such. Page 31