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Published: (15th February 2011)
What's new in 6.0?
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Conversation Threading - All email
communications received or sent (either sent
manually or automatically) are processed to
form a consolidated hierarchical view in the
case body. Redundant and past conversations
from each email item are filtered out to
present the relevant communications in a
single thread. The advantage is it allows
the technician to quickly glimpse through
the overall structure of a support request
in chronological order, thus saving the
hassle of opening individual email
conversation and trying to get an overall
picture.
By default, conversation threading is
enabled. If you want to disable or access
further customization options, go to Team
Helpdesk Manager > Settings > Case Options >
Consolidated Conversation tab.
The header entry of each individual
conversation in the case body can be linked
to the actual email item (located under the
Team Helpdesk > History subfolder) so
that when you click it, even from the
preview pane in Outlook, it would open the
email, without needing to open the case item
itself, and
going to the Email History tab, and then
selecting the email, and pressing view
button.
You will also notice that, when a new email
reply is received from the caller, or when
technician sends a reply to the caller, the
recent portion of the conversation is only
added to the thread filtering out the rest
(redundant information).
NOTE: Requires update of the Ongoing and
Resolved Case Outlook forms to use this
feature.
Refer to this KB article for more help.
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Email Preview - one of the frequently
requested feature from users is the ability
to preview the email in the 'Email History'
tab within the case item. So, we have now
added support for it in the case form in version
6. You
should be able to simply click a particular
email item to automatically preview the
content in the 'Email Preview' tab.
You will notice that all the buttons in the
'Email History' tab are now moved to the
'Email Preview' tab. Besides the ability to
reply/forward the email, you can also reply
the email directly with a predefined answer
or a knowledge base article.
NOTE: Requires update of the Ongoing and
Resolved Case Outlook forms to use this
feature.
Refer to this KB article for more help.
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Saving helpdesk settings data to
Microsoft Exchange/Outlook - This is an
alternative to saving helpdesk data to an
external Microsoft Access or SQL Server
database. As you are aware, until now Team
Helpdesk requires a network database
external to Outlook/Exchange to store all
global helpdesk settings. This means Team
Helpdesk can be deployed within a local
network area only. This arrangement is
reliable and work for most users.
But this
is a serious disadvantage for some,
especially those on WAN or who might not
have access to a network database. So
keeping this limitation in mind, we have
added support for saving helpdesk settings
data entirely in Microsoft Exchange (i.e.,
the helpdesk settings data will be saved
under 'Team Helpdesk > Settings'
subfolder under you public or shared mailbox
folder.)
This is how the Team Helpdesk Settings
subfolder would look like (that is, when the
helpdesk settings data is configured to be
saved to Microsoft Exchange).
What is the advantage of saving helpdesk
settings data in Exchange?
No requirement for an external database,
means, no requirement for being connected to
the local network. As long as you are
connected to your Exchange server (either
via VPN, or HTTP, LAN or WAN protocol), Team
Helpdesk will continue to function.
What is the downside of saving helpdesk
settings data in Exchange?
Any user with access to this Settings
subfolder can intentionally or inadvertently
delete any of the setting items, bringing
the entire Team Helpdesk functionality to a
halt. So, as a manager/administrator, you
would need to configure the user's rights
over the Team Helpdesk Settings subfolder
minutely, such that, users not on the
helpdesk team are not allowed access, and
technicians in the helpdesk are only allowed
to edit the setting items (for instance, by
granting editor permission, but preventing
from deleting items).
Can you switch from Access or SQL
database to Microsoft Exchange option,
without losing data and vice versa?
Yes. If you are already running Team
Helpdesk with an Access or SQL database, you
can simply go to Team Helpdesk Manager
menu > Settings > Helpdesk Data Source,
and then select 'Microsoft
Exchange\Outlook' from the data source
type drop down. And then press 'Save'
button. You would be prompted with a
confirmation message box. Click 'Yes' would
import all the helpdesk settings from your
previous database. And when this is done, it
is successfully done for all users.
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Reply to last conversation - A new
button 'Reply to last Email' is added in the
'Conversation Threading' tab, clicking which
would initiate a reply email in response to
the most recent email received from the
caller. With this feature, you no longer
have to go to the 'Email History' tab, and
select the last received email item, and
then click 'Reply' button.
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Resolution Duration field added in Summary Reports
and Helpdesk Statistics. It is the interval
between case creation and case closure. So,
Resolution Duration is only applicable for
resolved cases. For ongoing cases, the value
will be 0.
Another addition in Summary Reports is the 'Resolution
Time filter'. With this, you can further
filter the 'Case Resolved' report by
choosing a resolution time interval. For
example, choosing 'Within 24 hours' filter would
only show those cases that have resolution
duration less than 24 hours.
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New fields terminology - We have
introduced new dimensions for summary reports
and OLAP statistics. A brief description on each
dimension is listed below.
Open Duration :
For an ongoing case, it is the duration between the
case creation and the present time.
For a resolved case, it is the duration between
the case creation and case closure.
Resolution Duration :
It is the duration between the case creation and case closure,
and is applicable only to resolved cases. For
ongoing cases, this will always be zero.
Response Duration :
It is the duration between
the email received time and the case creation
time.
Elapsed Duration :
For an ongoing case, it is the duration between
the case due and the present time.
For a resolved case, it is the duration between
the case due and the case closure.
Received Date :
The date and time the original
support request was received (for cases
generated from emails) or logged (for cases
generated out of phone calls).
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READ THIS BEFORE UPGRADING TO VERSION 6.0
If you plan to upgrade to version 6.0, make sure
you have a valid support contract and
maintenance subscription. Because the new
version requires re-activation of the license
key after a successful upgrade. Your existing
license key is valid for version 6.0 if you had
purchased the enterprise license in the past one
year. However, if you purchased well before a
year, it is most likely that your support
subscription has expired. In that case, your
license key would no longer work with the new
version. However, it would still work with the
past version.
So, keep this in mind before you plan to upgrade
to version 6.0. Refer to the
FAQ section of Support Contract and
Maintenance service.
To know more about AssistMyTeam Support
Contract and Maintenance, refer the Support
page at
http://www.assistmyteam.net/Support/
If your support subscription has expired, you
can renew it from the purchase page at
http://www.assistmyteam.net/TeamHelpdesk/Purchase.asp
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Bugs Fix:
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Exception (4.3.6842) : Team Helpdesk Client for
Outlook
In Outlook version: 12.0.0.6539
At Line: 240
In Function: CaseForm.ListEmailHistory
Source:
Exception Number: 91
Exception Description: Object variable or
With block variable not set
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Exception (4.3.6842) : Team Helpdesk Client
for Outlook
In Outlook version: 12.0.0.6550
At Line: 40
In Function: GetProblemFromSubject
Source:
Exception Number: 424
Exception Description: Object required
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Exception (4.3.6842) : Team Helpdesk Client
for Outlook
In Outlook version: 12.0.0.6539
At Line: 60
In Function: Case.GetCase
Source:
Exception Number: 430
Exception Description: Class does not
support Automation or does not support
expected interface
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Exception (5.0.6879) : Team Helpdesk Client
for Outlook
In Outlook version: 14.0.0.4760
At Line: 150
In Function: CaseCode.GetNewTechnicians
Source:
Exception Number: 424
Exception Description: Object required
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Exception (5.0.6875) : Team Helpdesk Client
for Outlook
In Outlook version: 14.0.0.4760
At Line: 60
In Function: Technicians.ToRecordSet
Source:
Exception Number: 91
Exception Description: Object variable or
With block variable not set
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Exception (4.3.6818) : Team Helpdesk Client
for Outlook
In Outlook version: 11.0.0.8325
At Line: 360
In Function: CaseHelper.ExtractInfoFromEmail
Source:
Exception Number: 91
Exception Description: Object variable or
With block variable not set
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