Helpdesk Change History:

Version 4.3.72 - April 15, 2021 (collapse all)* indicates Administrator Only item.

  • CHANGES:
    1. Increased file attachment upload limit from 10 MB to 25 MB.
    2. Staff can enter multiple device IDs separated by commas when creating new tickets in the staff portal.
    3. Disabled projects have been removed from the quick jump pull down on the project details page.
    4. Ticket, Contract, Hardware and Software templates can now be deleted.
    5. Added the subject of an email to the first action when creating a ticket with Email to Ticket.
    6. Added vendor information to the contract reminder notification.
    7. Contract System Enhancements   (less)
      • Contract System Search Updates   (less)
        • Added new filters: ID, Cost, CoSer, Funding Source, Proposal Date
        • Added (48) new Quick Filters.
        • Added new columns: ID, Days Overdue, Reminder Days, Alt Contact Name, Alt Contact Phone, Alt Contact Email, Quantity, Funding Source, Status, Service Description, Description/Notes
      • Contract System users can now request a reset password link from the login page if they have forgotten their password.
      • Contract System accounts will be automatically locked after 5 failed attempts to log into the Contract System and can only be reset by a Site Administrator.
      • *Site Administrators will receive a notification when a Contract System user locks their account.
      • *Temporary Contract System user passwords can be automatically generated when adding/resetting a Contract System user account.
      • *Temporary Contract System user login information can be sent directly to the user when adding/resetting a Contract System user account.
      • *Contract System user accounts can be set to force a password change on next/first login when adding/resetting a Contract System user account.
      • *Contract System user Password resets are now performed via the 'Reset Password' section of the edit Contract System user record.
    8. Search Enhancements   (less)
      • Added ability to filter by change summaries for ticket and project search.
      • Added ability to filter by actions for contract, hardware and software search.
      • Added (10) new ticket quick filters based on ticket due date.
      • Added (10) new project quick filters based on project due date.
      • Added (46) new contract quick filters based on contract proposal, start, active, renewal and end date.
      • Added (40) new hardware quick filters based on hardware purchase, deploy, last audit, warranty, retired and disposal date.
      • Added (40) new software quick filters based on software purchase, deploy, last audit, expiration, retired and disposal date.
      • Added 'Bill Amount' and 'Bill Date' to the ticket search results.
      • Split 'Student ID' into it's own column on the hardware search results.
    9. *Added a setting to set the default inventory tag type when adding new asset tags to a hardware item.
    10. *Added a notes field to the student record.
  • FIXED:
    1. Fixed issue where contract reminders did not send for users with contract login accounts.
    2. Fixed issue where tickets created via email were sometimes pulling the wrong from address to place in the first action.
    3. Fixed issue where users responding to a request response with an apostrophe in their name had a second one added in the first action.

Version 4.3.28 - December 4, 2020 (collapse all)

  • CHANGES:
    1. Improved the performance of the ticket landing page.
  • FIXED:
    1. Fixed issue where formatting of the number of ticket actions not displaying properly on the project details page.
    2. Fixed issue where the Contract Tabs on some projects would break occasionally preventing viewing/adding/updating of related contracts.
    3. Fixed issue where an 'empty' link would sometimes unintentionally be created when updating links on tickets, projects, contracts, knowledgebase, hardware, and/or software.
    4. Fixed issue where ticket actions would incorrectly filter out certain change summary actions.
    5. Fixed issue where a newly created swap ticket would sometimes have a higher than zero completion percentage.
    6. Fixed issue where the incorrect ticket ID was used in the actions portlet for swap tickets.
    7. Fixed issue where when adding/updating a contract would error if the quantity field contained a comma.
    8. Fixed issue where priority text color was not automatically adjusting on the project detail Active/Closed ticket tabs.
    9. Fixed issue where projects could not be updated if the Active or Closed Tickets Tab was shown.
    10. Fixed issue where contract reminders did not display the correct district name.
    11. Fixed issue where disabled support groups would still be shown in the 'Filter Group' pulldowns.
    12. Fixed issue where technicians were not filtered properly on the landing page.
    13. Fixed issue where technicians hours were not always properly calculated on the landing page.
    14. *Fixed issue where adding a new external district would incorrectly indicate an error occurred when there was not one.
    15. *Fixed issue where Contract Sub-Types could not be modified.
    16. *Fixed issue where other Helpdesk Instance names were sometimes not decoded properly in the Swap Ticket Admin page.
    17. *Fixed issue where the incorrect modified by technician was listed on the Ticket Template Admin page.

Version 4.3.0 - May 3, 2020 (collapse all)

  • CHANGES:
    1. Added a preference to choose a default support group on the ticket landing page.
    2. Added link to Contract Details page on Contract Reminder Notifications.
    3. Updated AD Powered Staff Portal to require LDAPS.
    4. Added number of days until overdue on Contract Reminder Notifications.
    5. Moved Preferences, Personal Templates, and Change Password to a subsection named 'User Settings' under the 'Settings' navigation.
    6. Priority text color for Tickets and Projects will now auto adjust for readability based on the background color chosen for that priority.
    7. Saved Auto Drafts for ticket and project actions can now be cleared using the cancel button.
    8. Ticket Type and Sub-Type columns have been added to the ticket landing page.
    9. Updated the Request Response UI to match the Helpdesk style.
    10. Security Enhancements (Technician Login)   (less)
      • Technicians can now request a reset password link from the login page if they have forgotten their password.
      • Technicians can now change their password at any time while logged in via the Change Password option under User Settings.
      • Technicians will automatically be redirected to the original page they were attempting to access after logging into the Helpdesk.
      • Technician accounts will be automatically locked after 5 failed attempts to log into the Helpdesk and can only be reset by a Site Administrator.
      • *Site Administrators will receive a notification when a Technician locks their account.
      • *Temporary Technician passwords can be automatically generated when adding/resetting a Technician account.
      • *Temporary Technician login information can be sent directly to the user when adding/resetting a Technician account.
      • *Technician accounts can be set to force a password change on next/first login when adding/resetting a Technician account.
      • *Technician Password resets are now performed via the 'Reset Password' section of the edit technician record.
    11. Complete Search Rebuild   (less)
      • The UI has been redesigned with ease of use in mind.
      • The Limit of 500 results per search and 2000 per export have been removed.
      • There is a max of 100 displayed results per page at a time per result table.
      • Page load and search performance have been dramatically improved.
      • Initial search returns results automatically on page load.
      • Any record updated recently will highlight green or yellow like tickets do.
      • Search criteria fields have been renamed 'Filters' and are in a section that can be shown/hidden (hidden by default).
      • Date filters have been updated to allow for filtering 'On', 'Before', 'After' or 'Between' date(s).
      • All currently applied filters can be seen in a panel next to the results tables.
      • Quick Filters (previously Quick Searches) are now selected from a pull down below the active filter panel.
      • Export to csv will export all result data, Copy and Print will only grab visible data.
      • Separate export pages have been removed.
      • Added technician preferences to select default quick filters to apply.
      • Ticket Search Updates   (less)
        • Added new filter: Date Due
        • Removed filter: Last Updated
        • 'Date Range' has been renamed 'Date Updated'.
        • 'Date Created' and 'Date Closed' can now be set to a date range.
        • Added (24) new Quick Filters.
        • Added new columns: Requestor District (BOCES instances only), Updated By, Created By, Closed By, and Estimated. Hours
      • Project Search Updates   (less)
        • Added new filters: ID, Date Due, Date Created, and Created By
        • Removed filter: Last Updated
        • 'Date Range' has been renamed 'Date Updated'.
        • Added (17) new Quick Filters.
        • Added new columns: Requestor District (BOCES instances only), Updated By, Date Created, Created By, and Description
      • Contract Search Updates   (less)
        • Added new filters: ID, District Attachments, Date Created, Date Update, Created By, and Updated By
        • Added (15) new Quick Filters.
        • Added new columns: ID, Days Overdue, Cost, Reminder Email, Reminder Days, Alt Contact Name, Alt Contact Phone, Alt Contact Email, Quantity, Funding Source, Status, District Attachments, District Access, Service Description, Description/Notes, Date Created, Created By, Updated On, and Updated By
      • Hardware Search Updates   (less)
        • Added new filters: ID, Date Moved, Date Created, Cost, Rate, Term
        • Config Type and Asset Tags are now multi-selects.
        • Hardware Export now gives each asset tag its own column per asset tag type.
        • Added (21) new Quick Filters.
        • Added new columns: ID, District (BOCES instances only), Status, Cost, Rate, Term, PO Number, BOCES PO Number, Date Created, and Last Moved
      • Software Search Updates   (less)
        • Added new filters: ID, Disk Location, Number of Seats, Seats in Use, Date Created
        • Added (15) new Quick Filters.
        • Added new columns: ID, District (BOCES instances only), Status, Number of Seats, Seats in Use, Disk Location, PO Number, BOCES PO Number, and Date Created
      • *Added a site setting to ignore retirement dates when considering if a hardware/software item is inactive.
  • FIXED:
    1. Fixed issue where re-ordering columns on the landing page would confuse the column visibility settings.
    2. Fixed issue where auto select of building and room was preventing new hardware from being added.
    3. Fixed issue where duplicate staff portal tickets were created via double clicking the submit button.
    4. Fixed issue where scanning hardware was broken if no tag types were enabled.
    5. Fixed issue where Action Sub-Types were sometimes not loading correctly.
    6. Fixed issue where Staff Portal link was sometimes left off requestor notifications.
    7. Fixed issue where Project action Auto Draft date and time did not display properly.
    8. Fixed issue where Quotes were sometimes not saving properly in title fields.
    9. Fixed issue where Contract Service Description was not displaying.
    10. Fixed issue where cloning a project would cause an error.
    11. Fixed issue where the contract tab would not always initialize correctly.
    12. Fixed issue where ticket print would error for a swapped ticket.
    13. Fixed issue where the name of the requestor would sometimes be omitted from a notification.
    14. Fixed issue where ability to share file attachments in swapped tickets was sometimes improperly disabled.
    15. Fixed issue where project actions did not properly respect line breaks.

Version 4.2.58 - May 31, 2019 (collapse all)

  • CHANGES:
    1. Scan Functionality for Hardware   (less)
      • Added scan friendly interface to quickly search hardware for export/update.
      • Searches can check against Serial number and/or any active Inventory Tag Types.
      • Hardware items can be individually removed from the hardware results table.
      • Hardware items not found in inventory will give a choice to search again or add the item to inventory.
      • Hardware items not found in inventory can be added with either a Serial Number, Asset Tag, or both.
      • If 'Serial #' is chosen as the Tag Type to search against, it will auto populate the Serial field when adding to inventory.
      • If an asset tag type is chosen as the Tag Type to search against, it will auto populate the asset tag value and type fields when adding to inventory.
      • If Category Type and Sub-Type are checked and selected on bulk edit form, they will auto populate the Category Type and Sub-Type fields when adding to inventory.
      • If BOCES Asset is checked and selected on bulk edit form, it will auto populate the BOCES field when adding to inventory.
    2. Added 'Date Created' and 'Date Closed' columns to the ticket search and export pages.
    3. Related items for hardware and software items (Tickets, Projects, Contracts, other Hardware) will now open in a new browser tab.
    4. Added time stamp to the staff/external portal ticket actions.
    5. When Bulk Editing Inventory, the description/notes field will append changes instead of overwritting the value unless 'Overwrite' is selected.
  • FIXED:
    1. Fixed issue where a success notification would not show when updating technician preferences.
    2. Fixed issue where the staff portal would sometimes create duplicate tickets.
    3. Fixed issue where when hiding/re-ordering columns on the landing page other columns would be hidden even when there is enough room to display them.
    4. Fixed issue where it would display the wrong technician name on additional technician notifications when creating a new ticket.
    5. Fixed issue where when selecting a staff member when creating a new Hardware Item doesn't correctly select building and room.
    6. Fixed issue where edit action tooltips would not remove if the ticket details page is left open for a long period of time.
    7. Fixed issue when editing an action would fail to load said action into the edit form.
    8. Fixed issue where searching projects by external district did not return any results.

Version 4.2.0 - February 10, 2019 (collapse all)

  • CHANGES:
    1. Search/Export Enhancements   (less)
      • All Search/Export result tables will remember their state.
      • Added a column for total hours per ticket in the ticket Search/Export.
      • Added an ability to search via swapped ticket in the ticket Search/Export.
      • Added an 'Active Contracts' quick search in the Contract Search/Export.
      • Added an ability to search for Date Modified for Hardware/Software items in the Search/Export.
      • Added a column for condition in the Hardware/Software Search/Export.
      • Added a column for funding source in the Hardware/Software Search/Export.
      • Added a column for Notes in the Hardware/Software Search/Export.
    2. Contract System Enhancements   (less)
      • Added the ability to clone a Contract.
      • Contracts can now be attached/linked to tickets and projects.
      • Contracts can now be created with templates in the same way tickets can be created via a template.
      • *Contract template types can be added/edited by selecting 'Contract Template Type' under 'Contract Management' in the left hand navigation in the Admin Landing.
      • *Contract templates can be added/edited by selecting 'Contract Templates' under 'Contract Management' in the left hand navigation in the Admin Landing.
      • *Contract templates have been built to function in the same way that ticket templates work for easy usability.
    3. New Technician Preferences   (less)
      • Added a preference to change the link of the 'Home' Button in the top left of the navigation. IE Can be changed to point to the Hardware Search page instead of the ticket landing page.
      • Added a preference to hide linked technician tickets on the landing page. This preference is not visible if the technician's account is not linked to any others.
    4. Navigation Changes   (less)
      • New items can be created via the 'New' submenu under the 'Helpdesk' menu.
      • Added navigation to Tickets (the main ticket landing page) and the Knowledgebase.
      • Search and Export pages can now be directly reached via submenus for both under the 'Searchables' menu.
      • Moved the Knowledgebase from a search page tab to its own page.
    5. Staff Portal Enhancements   (less)
      • Added a 'Type of Issue' pull down to the staff portal when creating a new ticket to list active staff portal templates a user can choose from.
      • The staff portal will hide the 'Type of Issue' pull down if only one enabled template exists.
      • If there are no enabled staff portal templates, the 'New Ticket' tab in the staff portal will be hidden.
      • *The Staff Portal now allows for more than one 'template' to be created.
      • *The settings tab on the staff portal preferences page allows for customization of settings related to all staff portal templates.
      • *The Templates (add/edit) tab on the staff portal preferences page allows you to add a new template or edit an existing template.
      • *More than one Tag Type can be selected to check 'Device ID' against when a user submits a ticket.
      • *The Staff Directions input has been changed to a WYSIWYG editor to allow for easier customization of the HTML in the staff portal.
      • *Tag Type is now an optional field in the staff portal settings.
      • *Added a setting to allow to check against serial number in addition to selected Tag Types.
      • *Added a setting to pre-select the default template in the staff portal (if there are more than (1) active templates).
    6. File attachments can now be flagged as important.
    7. Added a column on the landing page to indicate who last modified a ticket.
    8. Added External Requestor column to the ticket search for users using the External Portal.
    9. Added a printable ticket view for the staff portal.
    10. Individual Technicians can be collapsed on the Landing Page and the state will be retained.
    11. Added technician totals to technician headers on the Landing Page.
    12. Added the ability to print the details of all visible tickets on the landing page (from Export -> Print Detail).
    13. Cancel Buttons have been added to ticket, project, contract, knowledgebase, hardware and software detail pages.
    14. Expanded the Technician Preferences UI to allow for future preference additions.
    15. Empty Actions are now hidden in the Staff or External portal.
    16. Updated Wording for Request Response notifications to be clearer.
    17. *Added a setting to enable/disable Supervisor assignment. When enabled, requestors can be assigned a supervisor and that supervisor can view the tickets of those they supervise in the staff portal.
    18. *The Email To Ticket settings page now will display the unique email address used to convert emails to tickets.
  • FIXED:
    1. Issue where the column headers for the landing page would use the wrong offset on mobile screens.
    2. Issue where editing an action would not recognized changes in the case (ie a change from Upper Case to Lower Case was not recognized).
    3. Issue where Request Response actions were not formatting properly.
    4. Issue where GMAIL sourced emails used in conjunction with Email-To-Ticket were not formatting properly.
    5. Issue where responsively hidden columns were not being exported on the Search/Export Pages.
    6. Issue where date columns were not sorting properly in some search result tables.
    7. Issue where actions were sometimes hidden when loading ticket details.
    8. Issue where file attachments for Hardware/Software Items were not uploading properly.
    9. *Issue where occasionally saving a Hardware Template would cause an error.
    10. *Issue where the modified date was not displayed properly in the Ticket Template List.
    11. *Issue where External Portal requests were not sorting properly.
    12. *Issue where External Portal requests page was not refreshing after an approval/denial.

Version 4.1.47 - August 17, 2018 (collapse all)

  • CHANGES:
    1. All tables will now highlight the term you are searching for in real time.
    2. Added ability to assign a student to a hardware item for 1-1 programs.
    3. The ability to assign a student to a hardware item was extended to bulk hardware editing, cloning hardware, and hardware templates.
    4. *Added site preference to enable/disable assigning students to hardware items.
    5. *Added an admin page for student management under 'District & Staff' in the left hand admin navigation.
    6. *When editing a technician record the password is now hidden.
  • FIXED:
    1. Issue with auto-draft not clearing when using the 'Update and Return to List' button.
    2. Issue with auto-draft not displaying correct date of draft.
    3. Issue when change summaries not displaying in ticket actions properly.
    4. Issue where the project title would be hidden in search/export results when using a tablet.
    5. Issue where the '+' symbol would not always save properly in text data fields.
    6. Issue where email to ticket was not pulling in the proper sender.
    7. Issue where email to ticket was sometimes not pulling the body of the email into the first ticket action.
    8. Issue where notification footers would strip out certain HTML tags.
    9. Issue where changing a Hardware Category Type would prevent existing configurations from displaying.

Version 4.1.27 - April 6, 2018 (collapse all)

  • CHANGES:
    1. Ticket and Project actions will now 'auto-save' a draft version of any changes to an action. This is limited to the browser you are using and is reset after updating a project/ticket.
    2. The ability to link hardware to other hardware items (I.E. Link Chromebooks to a laptop cart or link all components of a modular switch)
    3. Device notes can now be used as an additional constraint when using the search to link specific hardware items to a ticket, contract, project, or hardware item.
    4. The results table for the hardware search has a 'Toggle All' button to toggle the selection of all visible items allowing for a quick way of linking a large group of hardware items to any to link to any ticket, project, contract, or hardware item.
    5. When creating a new hardware item, selecting a staff member will automatically select the building and room for that staff member (like when creating a new ticket).
    6. Added a column for technician in the Active Tickets and Closed Tickets tab on the project detail page.
    7. *Added the ability to clone a project.
  • FIXED:
    1. Issue where total hours for tickets and projects sometimes were not formatted to 2 decimal places.
    2. Issue where district requestors were not correctly selected in the project details page.

Version 4.1.13 - March 6, 2018 (collapse all)

  • CHANGES:
    1. *Added a site setting to set the default project when creating new tickets.
  • FIXED:
    1. Issue where adding an inventory sub-type from the BOCES for a district would not always work correctly.
    2. Issue where contract quantity did not validate as a number causing errors if anything but a number was inputed.
    3. Issue where links attached to items with long URLs would deform the link table.
    4. Removed leading/trailing spaces when using the quick ticket search.

Version 4.1.12 - January 17, 2018 (collapse all)

  • FIXED:
    1. Issue where technician group filter on the landing page would not eliminate certain technicians if the 'Show All Groups' preference was enabled.
    2. Issue where sometimes swapped ticket modification dates were not accurately displayed.
    3. Issue when adding software to a hardware item, the software pull down would not populate.
    4. Issue where if Inventory is disabled, users can still create personal hardware/software templates.
    5. Issue where some widgets were not selectable from the add widget button.
    6. Issue where Knowledgebase articles did not sort properly by date created or date modified.
    7. Issue where Knowledgebase attachments did not upload properly.
    8. Other various minor bugs.

Version 4.1.5 - November 30, 2017 (collapse all)

  • CHANGES:
    1. Added a technician preference to adjust the width of a ticket title on the landing page for smaller resolutions.
    2. Added tooltips to some technician preferences to better indicate their functionality.
    3. The change history has been added to the top navigation under settings.
  • FIXED:
    1. Issue on the landing page where modification dates for Swap Tickets were inaccurate.
    2. Issue on the landing page where if a Linked Technician did not have tickets in an instance of a Helpdesk the name of the Helpdesk was missing.
    3. Issue in ticket details where the building and room were lost if a district requestor was added to a ticket.
    4. Issue in ticket details where the building and room were lost if a district requestor was added to a ticket.

Version 4.1.0 - November 26, 2017 (collapse all)

  • CHANGES:
    1. All tables now have paging buttons to navigate between the first or last page of listed items.
    2. Ticket view history is viewable in the Ticket's Actions section. View the last time a technician, client, or other Helpdesk (for swap tickets) has last viewed the ticket.
    3. Added the ability to clone a ticket, hardware, or software item from their respective detail pages.
    4. Added a notification under the action details to whether a technician is an additional technician on the ticket.
    5. Editing Actions   (less)
      • Ticket actions can be edited if it meets the following criteria: the action was created by the technician, the action was created in the same calendar day, and the technician made the most recent action in the ticket.
      • Initial actions and actions created due to Request Response, updates from the staff/external portal or Swap Ticket actions from an outside Helpdesk are not editable.
    6. Hardware/Software Templates   (less)
      • Hardware and software items can now be created with templates in the same way tickets can be created via a template.
      • *Inventory template types can be added/edited by selecting 'Template Type' under 'Inventory Items' in the left hand navigation in the Admin Landing.
      • *Inventory templates can be added/edited by selecting 'Inventory Templates' under 'Inventory Items' in the left hand navigation in the Admin Landing.
      • *Inventory templates have been built to function in the same way that ticket templates work for easy usability.
    7. Personal Templates   (less)
      • Personal templates can be created/modified for tickets, hardware or software though the new 'My Templates' page under the 'Settings' section of the top navigation.
      • Personal templates can be enabled/disabled so they do not appear in the pull down list when creating a new ticket, hardware or software item.
      • Personal templates can also be created from the initial creation page for a ticket, hardware, or software item using the green button with a plus (+) symbol connected to the Template Pull-downs.
    8. New Technician Preferences   (less)
      • Added a preference to group additional technician tickets together on the landing page. This preference is disabled if the Site Setting for Additional Technician Tickets is disabled.
      • Added a preference for a technician's default ticket template group. The preferred ticket template group will be pre-selected when creating a new ticket.
      • Added a preference for a technician's default hardware template group. The preferred hardware template group will be pre-selected when creating a new hardware item.
      • Added a preference for a technician's default software template group. The preferred software template group will be pre-selected when creating a new software item.
    9. Landing Page 'Sticky Columns'   (less)
      • The landing page table sort, column visibility, column order, and column sort order now retain their state per browser, Helpdesk instance, and user.
      • A Red Reset button has been added to the landing page in order to reset the state of the table to the default settings.
    10. All notifications sent from the Helpdesk utilize HTML instead of plain text.
    11. File Attachments attached to tickets can now be shared/unshared with other Helpdesks through a swap ticket.
    12. Attached links can now be edited in addition to being deleted.
    13. The ticket actions list now retains its state per browser, Helpdesk instance, and user (including if 'Toggle Change Summaries' is 'on').
    14. Improved Responsiveness on the landing page.
    15. Updated action buttons in the ticket actions section.
    16. Landing Page tickets update 'silently' and will now retain table settings when checking for updates.
    17. A Ticket's actions will update 'silently' and will now retain table settings when checking for updates.
    18. When Downloading file attachments, the original file name is used instead of the Helpdesk generated one.
    19. *The Admin Settings page has been restructured to allow for expanded settings.
    20. *New Site Settings   (less)
      • *Added a setting to enable/disable additional technician ticket grouping on the landing page (this groups tickets together where the technician is an additional technician).
      • *Added a setting to enable/disable the view history data for a given ticket.
      • *Added a setting that would enable/disabled the ability for technicians to edit their most recent actions.
      • *Added a setting that will automatically select the 'Notify Requestor' checkbox on the ticket create and ticket detail pages.
      • *Added the ability to create a custom html footer that will be included in every Helpdesk notification that is sent out.
  • FIXED:
    1. Issue where clearing the Hardware Search form or results would not work.
    2. Issue where printing a ticket would give an error that indicated the page had not completely loaded on some mobile devices.
    3. Issue where contract login system would sometimes fail to load depending on the user logged in.
    4. Issue where the technician login would not enforce case sensitivity.

Version 4.0.57 - September 22, 2017 (collapse all)

  • CHANGES:
    1. Added 'Created By' and 'Closed By' as search criteria in the ticket search/export.
    2. Change Summaries now indicate when a requestor has been notified of an action.
    3. Added the Asset Tag Field in the 'Bulk Edit Hardware' section.
    4. Added required ( * ) stars to all required fields.
    5. Success/Error notifications now appear at the top of the page instead of embedding in the pages.
    6. Improved responsive design of the web interface and updated layouts across the tool.
    7. *Removed the 'Group Folder' and 'Allow Grouping' fields in the Support Groups Admin.
  • FIXED:
    1. Issue where highlighting a closed ticket was overriding a recently modified ticket in the ticket search/export.
    2. Issue where the 'Cancel' button was broken when adding links to a knowledgebase article.
    3. Issue with the contract system bouncing users back to the login screen after a short time.
    4. Issue where a ticket would not update when using the billable section.
    5. Issue where notifications sent to Additional Technicians would show the incorrect technician that modified a ticket.
    6. *Issue where sometimes during an Active Directory Sync a requestor was not updated due to a date mismatch.
    7. *Issue where it would not allow editing of certain Contract Sub-Types.
    8. *Issue where adding/updating many items in the admin would slow down the page.
    9. Other various bugs.

Version 4.0.0 - July 22, 2017 (collapse all)

  • CHANGES:
    1. Moved Search, Reports, and Export into one pull down menu in the top navigation labeled ‘Searchables’.
    2. Renamed the 'Assigned To' in ticket and ticket templates to 'Primary Technician' (This is different than a linked primary technician).
    3. Inventory System   (less)
      • Updated the hardware search to include a 'Bulk Edit' button. It will take any search results and place them in a table for bulk editing.
      • Added the Ability to Delete Hardware on a hardware item's detail page.
    4. Updated and expanded Ticket Swapping   (less)
      • Ticket swapping now allows for more than one swap ‘template’ to be used.
      • The Ticket Swap Pull down has been modified to show the different templates that have been shared with your Helpdesk, grouped by the Helpdesk that created them.
      • As before, only those that initiate a swap ticket (the originator) can add other Helpdesks to the swap. Only one template for a Helpdesk can be chosen at a time, and once chosen, cannot be undone.
      • *Updated the ticket swapping to allow more than one ticket swap template to be created. Each template can be shared with one or more different external Helpdesks.
      • *At least one ‘default’ template is required to enable swap tickets -all existing swap ticket setting have been converted to a default template. A contact email is also required to use swap tickets.
      • *The default template can be changed to any template that has been created.
      • *Each template can use its alias, the primary technician name or the updating technician for all action updates. Default templates must use their alias name.
      • *Each template has a flag to use the alias name (or primary technician name if selected) for all action updates. What this does, if enabled, is any action update by any technician will be viewed by the other Helpdesk(s) as the alias name/primary technician name instead of the technician that made the update. If this flag is not selected, the other Helpdesks will be able to see which technician added which actions. Once a ticket has been created, this setting cannot be changed on the ticket. If it is created to use the alias it will always use the alias.
      • *The behavior of swap tickets has changed to allow for ‘One Way’ swapping. This means that if you do not wish to share/create a template in order to use a template shared with your Helpdesk, you can just ‘accept’ the shared template. This way, their Swap Template will show up for you but they will not be able to swap to you.
      • *The Templates (add/edit) tab allows you to add a new template or edit an existing template.
      • *When a template is shared with another Helpdesk, it will send a notification to their contact email requesting they accept the template for use in their Helpdesk. They can choose to accept/deny this request.
      • *Reminder notifications can be sent requesting the external Helpdesk to accept the template.
      • *If a shared template has been accepted, any future shared template from that Helpdesk will automatically be accepted. These templates can be disabled individually after being accepted.
      • *In the overview section, you can quickly see your default template, along with the Helpdesks you have shared it with, the technicians that are added to the ticket when it is created and if it is enabled. The list of Helpdesks that either your Helpdesk has shared a template with, or they have shared at least one template with yours.
      • *Templates can have one of three statuses:
        • Linked – A template was shared and that share was accepted by the external Helpdesk.
        • Pending – Means a template was shared with another Helpdesk but the request has not been accepted yet.
        • Disabled – Means a template was shared and the request was accepted, but disabled after the fact.
    5. Single Sign On/Linked Technicians   (less)
      • Technicians can be linked to matching email addresses across different Helpdesks allowing for all a technician’s tickets to be seen on the main landing page grouped by Helpdesk.
      • Once linked, technicians can quickly jump between Helpdesks by using menu located in the main navigation without the need to log into their linked Helpdesks.
      • Linked technicians have two types: Primary account and secondary account. Secondary accounts request to be linked with a primary account located in another Helpdesk.
      • There are new rows in the technician report listing a primary technician’s linked accounts stats (hours, number of actions, ect).
      • Only once a primary account accepts a link request through an email notification are the accounts linked.
      • *Only Admins can Unlink technicians.
      • *Link requests to a primary account are initiated through the technician edit in the Administration Section. The Helpdesk of the primary account and their email as it appears in that Helpdesk are required for a successful link.
      • *Updated technician edit to allow for unlinking linked account. Admins of primary account can unlink individual secondary accounts or all secondary accounts.
      • *Updated technician edit to display if a technician is a secondary or primary technician and what Helpdesk they are linked to.
    6. Technician Dashboard   (less)
      • Under the ‘Helpdesk’ menu in the top navigation is a new addition labeled ‘Dashboard’.
      • The dashboard can hold an unlimited number of ‘Widgets’ that can be dragged and dropped into any order and it will automatically remember the chosen widgets and sort order per technician.
      • Possible locations to place a widget will be highlighted for you. Drag and drop does not work on touch devices.
      • At the top of the page is a link labeled ‘Open in New Tab’ that will open the dashboard in a new tab without the top navigation. The original page will be redirected to the landing page. If the technician wants the top nav on the newly opened tab, the link to open the new tab is replaced with one labeled ‘Show Top Navigation’ which will then show the top navigation for the page.
      • Add widgets using the ‘Widgets’ button on the dashboard. It will open a modal that allows for the selection of a widget and will add it to the first available position on the dashboard.
      • Widgets can be removed from the dashboard by clicking the remove button in the top right corner of the widget.
      • Widgets may have a ‘Wrench’ icon which indicates that it can be customized. Settings for widgets are unique to the individual widget and technician so the technician can choose the settings that work best for them.
      • All widgets have an auto refresh setting to allow for getting the most up to date data without refreshing the dashboard.
      • Current Widgets that are included: Technician Ticket Stats, Staff Portal Activity, Contracts Due, Building Stats, Tech Group Stats, and Technician List (with away status).
      • *There is a site setting allowing admins to enable/disable the dashboard.
    7. Additional Technicians   (less)
      • More than one technician can be added to a ticket/template though a new field labeled: Additional Technicians.
      • Ticket Templates, Custom Forms, Staff Portal, ect, all support additional technicians.
      • The landing page has a new column that displays the primary technician, and in a pulldown lists the additional technicians on a ticket. This was also replicated to Search, Export and Report results.
      • When using search/reports/export, selecting a technician will pull in not just tickets/hours where the technician is a primary technician on a ticket, but also where they are assigned as an additional technician.
      • Any technician that is on a ticket as an additional technician will have said ticket appear in their ticket list (tickets may appear more than once in the landing page now for this reason, but not more than once per technician).
      • Additional technician hours have been incorporated into the reports area (hours, actions, ect).
      • The additional technician pull down will ‘remember’ the current state of what is selected/deselected even after filtering down by group. To see the current state, click the button that is attached to the pull down to view the current additional technicians.
      • Additional technicians assigned to a ticket are sent notifications when a ticket is modified, closed, ect just like if they were the primary technician assigned to the ticket.
      • *There is a site setting that allows for the enabling/disabling of Additional Technicians.
    8. Technician Active/Away Status   (less)
      • Technicians have the ability of marking themselves as 'Away' from the top navigation menu. Repeat the process to become active again.
      • How tickets are assigned to technicians who are away depends on the Helpdesk settings:
        • No Restrictions: Away status does not prevent ticket assignment. – The ‘Away’ status is treated as a label, and does not affect ticket assignment.
        • Admin Only: Only Site Administrators can assign tickets to techs that are marked away. –Non admins cannot assign a ticket to a tech that is marked away. Admins can still assign a ticket to any technician.
        • Restricted: Tickets cannot be assigned to technicians who are marked as away. –No one can assign a ticket to a technician that is mark as away.
      • The settings of the Helpdesk do not apply when assigning a ticket to yourself.
      • The settings of the Helpdesk do not apply to externally created tickets (custom forms, staff portal, swap tickets, ect).
      • The landing page will indicate what technicians are marked as ‘away’ next to their name when showing their tickets.
      • *Updated technician edit to add a manual override to mark a technician as away or active.
      • *There is a site setting that allows for changing the behavior of ticket assignment.
      • *Next to the site setting for the away technician behavior is a button to reset all technician statuses to active in one click.
    9. *Custom Form ID is now listed in the custom forms table in the Administration Section.
    10. *Ticket Templates are grouped by type in the templates table in the Administration Section.
    11. *Projects can be added from the Administration Section.
    12. *Site Settings   (less)
      • *Added a menu item to the left hand side navigation in the Admin Landing labeled 'Settings'.
      • *The settings page allows an admin to turn on/off specific parts of the Helpdesk such as Inventory, Contracts or the Knowledgebase.
      • *The settings page allows an admin to change the behavior of the Helpdesk such as how assigning tickets to a technician that is away is handled.
  • FIXED:
    1. Various Bugs.