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New administrative tool to see which
helpdesk staffs are online/working with
SupportCalls in Outlook and the version of
the SupportCalls Client addin they are
running.
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New administrative settings dialog 'Case
Options' added
- You can delegate one of the technician as
the helpdesk administrator
- You can select multiple technicians as
managers who will be notified via email or
SMS when a new, unassigned case is created.
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Helpdesk staffs can now send email directly
to helpdesk admin from the SupportCalls Menu
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Two new notifications added:
- Email to managers when a new, unassigned
case is generated
- SMS to managers when a new, unassigned
case is generated
Template for each notification is available
in the Template Manager tool for
customization. You can also enable or
disable this particular notification from
the 'Notification Options' setting.
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SCO_MANAGERS and SCO_CALLERCOMPANY
placeholder variables added to the Template
Manager for insertion into SMS or HTML
template.
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In Customer Web Service (CWS) site, the
search facility in the web knowledge base is
now case -insensitive, and will also check
for that searched keyword in the problem
type field. |
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In the caller reply notification email send
to concerned technician, the replied email
content may lost formatting, making it hard
to read. FIXED
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If you have KB articles with embedded images
and when they are published on the Customer
Web Service (CWS) site, the web articles may
not show the embedded images. Instead, you
might see just a broken link with such as
cid:image001.jpg@01CA45C5.865A2910.
FIXED
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If you have KB articles with attachment
files and when they are published on the
Customer Web Service (CWS) site, the web
articles may not show the links to the
attachment files.
FIXED
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When you tried replying to an email with a
selected knowledge base article in Outlook (eg.
Inbox folder), you might be presented with a
security warning dialog box from Outlook,
asking you to allow access.
FIXED
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In Summary report, if you have selected the
'Date Created', 'Date Due' and 'Date Closed'
fields, the date format shown in the report
might only display numbers without any
proper format eg. 06 22 2009 14 32 (for
6-22-2009 14:32). It is now rectified with
the date format as specified in the
'Regional and Language Settings' under
Control Panel. FIXED
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In the WYSIWYG editor in Templates and
Predefined Answers Managers, the open button
does not work when clicked.
FIXED |
