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Updates of 28th May 2009
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1) You are not able to
re-open a resolved case using the re-open
button inside the case form. Outlook may
even freeze, and you might not have control
over any part of Outlook. You are forced to
kill the Outlook process. However, if you
use the Outlook toolbar button (the toolbar
with the 'Resolved cases' title), the
selected resolved case get re-opened.
FIXED
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When a caller replies to
a resolved case, SupportCalls only change
the icon of the resolved case to that of the
'Ongoing case' icon, but does not re-open
nor moves the case in the 'Ongoing Cases'
folder. FIXED
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When installing
SupportCalls System for the first time, and
you have lot of subfolders in public folders
(in hundreds) and other secondary mailboxes,
you may find that SupportCalls system does
not show up at all in Outlook for quite some
time (minutes, if not hours).
FIXED
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What's new in this
revision? (4th May 2009) |
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Added more response time
options in Service Level
Agreement (SLA) module.
Now, the available intervals
stretch upto a month.
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In previous versions, when
multiple users are active in
Outlook, there may be times
when multiple cases are
created out from a single
email. This is fixed now by
redesigning the way
automatic processing of
emails is executed in
monitored email folders.
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In previous versions, if you
are using a non-English
version of Office/OS, you
may notice that the
importance field in the
support case form do not get
populated. This is due to
the fact that, the possible
values of the Importance
field - High,
Normal and Low
are hard-coded in English in
the SupportCalls system.
However, this is now handled
to work with non-English
Office/OS.
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When working on the
Print/Email/SMS templates
dialog, the 'New case'
template may inadvertently
get saved with the HTML
content of another template.
Though this bug is fixed
now, if you were
experiencing this issue
before, the 'New Case'
template needs to be reset
to the default content. You
can do this by selecting the
'New Case' template from the
drop-down, and then from
HTML view tab of the WYSIWYG
editor, remove all the
content, Click Save.
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