Upgrades & New Features

Features archive

October 2006—Features

May 2006—Features

February 2007—New Features
  • Mass Email Groups
  • Attach files to mass emails
  • Technicians to escalate only. This feature limits technicians to only Escalate/Deescalate tickets instead of being able to transfer to a specific technician. This feature can be turned on at Configuration > General Options
  • SLA Timer—this timer reflects work days only as opposed to the Days Old timer showing all weekends, holidays, etc. This feature can be set at Configuration > Times & Dates (bottom of page). This feature can also be set on an individual basis on Update Profile screen.
February 2007—Upgrades
  • Printable version of Ticket Count Report reflects filters and sorts applied
  • View user's profile in pop-up window from Close Ticket screen
  • Email notifications better labeled
    • “Please Confirm” added to Closure emails when Confirmations is on
    • Ticket number placed at beginning of Subject line. This helps when sorting in email program
  • Custom fields added to XML export
  • Login Search results in Ticket Creation process expanded to show first 100 results (previously 20 results shown)
  • “Message To” boxes inside a ticket are now collapsible. This feature can be turned on at Configuration > General Options
  • The number of tickets contained in a Folder is now shown to the right of each folder
  • “Closed by” field added to Ticket XML export
  • XML Ticket export maximum number of tickets raised to 10,000 records (previously 1,000 records limit)
  • Technicians to not re-open tickets beyond day limit set. This feature can be turned on at Configuration > General Options
  • Multiple email address suffixes associated with one Account in Account Manager
  • Confirmation Reminders now create time/date stamp inside ticket details
  • Ticket Count Report: Filter added for X number of days old (greater than/less than)
  • Ticket Count Report: Filter added for Level of ticket
  • Ticket Count Report: Filter added for Support Groups
  • Default Report timelines can now be set on Global and Personal basis.
  • Class list can be filtered for only Active Classes
  • Tech-only custom fields now determined on individual basis (previously all custom fields forced to follow same rule)
  • Titles added to User Search during ticket creation
  • Custom fields in Account Manager increased