What’s New : SupportDesk Blue

Company Configuration Full Inventory List: allows the Call Product pulldown to show the full Inventory/Asset list regardless of any selected Customer. Attachments Folder: specifies where associated Record Documents are kept. Time Zone Server: Calculates all times based on one global time. Call Notes & Activities Internal by Default: allows greater control over information available to end-users. Notes & Activities in Descending Date Order: available in Call Window

Contacts Independent of Customers: allows the option to unlink Customer and Contact pulldowns in the Call Dialog. Anti-clockwise Action->Type->Product: Parenting option for Call logging.

Improved Elapse Time Format: displays in user-friendly minutes format Increased Data Security: Only Supervisors can archive records unimpeded

Folders Accessibility Control: Control which Folders are visible to WebGuests. Optional Escalation: allow individual Folders to be bypassed. Sub-Folders: add a Sub-Folder underneath an existing Folder. Folder-Level Contact Configuration: allows specific Folders to have Customer/Contact relationship unlinked rather than at a system level. Folder-Level Email Configuration: disable all outgoing E-mails on a Folder not global basis. Separate email templates allow each Folder have it’s own set of configurable outgoing messages. Read-Only Global Folder: Consolidate all Folders into one Read Only Folder, to ease reporting and searching (currently MS SQL Server & Oracle only).

Summary Window User Friendly Interface: designed to be intuitive to users familiar with Outlook 2003. Streamlined Explorer: new expansion filters make navigation easier. QuickViews!: New quick & easy filter options available from the Summary Window. Preview Pane: designed to dramatically reduce mouse clicks.

Public Holidays Database: Ensure SLAs are not breached during public holidays Mouse Wheel Support: Scroll through Call lists using your mouse wheel

Call Window Sub-Type Category: categorise your Calls to further pinpoint problem areas Response Fields: Further control the workflow of Calls by recording the first response date & time Improved Customer Tracking: Dept. & Location entry fields Increased Subject Length: Enter longer summaries with an increased length of 370 characters

Categories Increased Maximum: maximum number extended from 300 to 1000 Folder Lock: Ability to restrict Category by Folder Type Colour Select: choose display colour for Calls with specific attributes Multiple Status Support: create multiple Closed, Resolved & Responded Statuses ITIL Category Support: Make Category dependent on ITIL Folder Type

Change Management Authorisation: allow only certain people to select Categories. SMS Support: re-direct E-Mails as SMS to appropriate mobile phone Category Specific Email: set different email templates for each category Increased Auto-Assign Function: after Warning and Action Date breaches assign to different Login

Login Details Quickly create multiple logins: Ability to copy an existing login’s configuration onto a new record for ease of entry. Group Assignment Function: allow Call assignment to be restricted to within a Login’s group or to other Groups Comms Channel Selector: Select per login whether to email, SMS message or both Login News: set login specific news to popup upon logging in

Data Dictionary Field Positioning: re-position fields using X & Y axis. Field Change E-mail Function: set emails to be sent when any Data Dictionary field is changed. Read Only Fields: set fields to be read-only for all Non-Supervisors Customisable Terminology: edit the display names of SupportDesk records.

Activity Details Comms Field: relevant contact email address added into Activity SLA Field: relevant SLA added into Activity for ease of reference

Inventory Details ID field: designed to record Asset Tag Primary Item: define default Call Inventory item for Customer Activities: include Activities on an Inventory item Changes Tab: Audits field changes that occur on inventory items

Customer Details Name Field: increased length of 120 characters Address Fields: throughout SupportDesk now 50 characters Location field: record a customer’s location to further categorise Customer Specific Emails: set an email template for each Customer

Contact Details Job Role: record a contact’s job role for greater precision IP Phone: field for recording an extra IP phone number Primary Contact: set the default contact for new Calls to each Customer

Public Holiday Support Define public holidays for your area to ensure accurate SLA tracking over these periods.

Marketing Campaigns Email Merging: run email campaigns Copy Campaign: clone a campaign to reduce time spent setting up similar settings on repeated sales initiatives.

Sales Opportunities User Friendly interface: select customers and contacts for each Opportunity in a more intuitive style.

Purchase Orders Ability to make Contacts & Logins as well as Customers the activators of Purchase Orders

Views Field Level Database Searching Search specific fields within the database for keywords

Increased Date Range Functionality: more options to choose from including ‘end of…’ parameters

Reports

Statistics New User Friendly Dialog: run statistical reports more easily Quarterly Output: run stats quarterly

Graphics Increased Scope: analyze across Live & Archived folders simultaneously Analyze Across All Folders checkbox

QuickReport Designer Customer Specific Reports: Make Reports viewable from the WebServer Customer Specific Internal Only Reports: Make reports accessible by support staff only through the WebServer

E-Mail Module Signature Set: set signature for all outgoing e-mails E-Mail Managers Function: Automatically copy supervisors on all emails sent by Call Assignees or Owners Folder-Lock: set email templates to specific folders Add E-Mail as Activity: track emails adding an Activity to a Customer when an email is sent. Add E-Mail as Note: track emails adding a Note to a Call when an email is sent.

Product Details E-Mail Expert: automatically email a login or group when a call is raised against a particular Product Auto-Assign: automatically assign Calls referencing a product to an expert. Stock Control: Checkbox to enable stock management

Contracts New Data fields: Name, Budget Cost, Terms, Status, Support Calls fields. Contract Activities: add Activities to contracts to record tasks and information

Other Changes/Enhancements Extended Attachment functionality: now attach Directories to Calls and other records as well as individual files Improved Jobsheet: Now includes Activities and Job Costing as well as Notes Preview Pane: quickly and easily view Call details without having to open the Call Database Integrity Checker: Scan and repair database-sequencing errors at the touch of a button PC Event Viewer: view remote PCs’ event logs at the touch of a button

Service Level Monitor Set Secondary Sort Key: dropdown for secondary sorting on Categories User-Friendly interface: use pull-downs rather than tabs to filter records Elapse Time Column: view elapse time of Calls from the SLA Monitor Increased Date Range Functionality Call Drill Down: drill to underlying Calls with a double-click Built-In Trend Analysis Functionality

Call Escalation & Notification Module Pre-Expiry Date Scan: Now scans and notifies Logins of impending Expiry date breaches on Customers, Contacts, Inventory & Contracts. Warning can be set 1 month before expiry. Activity Escalation: Activities can now be fully escalated Email Disable: allow you to run the escalation module without sending e-mail. Useful for testing environments.

Centennial 3rd Party Integrator Ability to synchronise and load Asset information into SupportDesk from Centennial Software’s audit package Centennial Discovery

Outlook Sync Synchronise Outlook Contacts into SupportDesk Contact & Customer Databases at the touch of a button.

PC Auditor

Version Support: Auditor can now read Program Properties’ Version information when Software Scan is in operation New parameters to audit program supaudit.exe:

• skiprecycler - Skip scanning Recycle Bin • skipinstall - Skip scanning $.....$ & {.......} directories • programasref - Program Executable Names as SupportDesk

Product References • filter <*.EXE> - Program Extension Filter

WebServer

Enhanced Call Form: allow internal support staff to utilise a more comprehensive form for logging Calls.

Linked Combos with autorefresh: Call forms now have the same linked combos functionality as the SupportDesk Windows application.

Pop-Up Calendar: use a calendar to quickly select dates within the WebServer

Statistics & Graphics Support: run statistical and graphical reports through the WebServer only previously available through the Windows client.

Login Editing: create new and edit existing logins’ privileges through the WebServer just like through the Windows client

Search & Link Related Calls: link Calls together for improved incident/problem tracking through the WebServer

Enhanced Printable Call Layout: press the print button on a Call to get a printer friendly version

Call Specific URLs: automatically send the URL for a Call to a Customer or Assignee for instant access

Anonymous Call Submission: allow end-users to log Calls without logging in for hassle-free Call logging Anonymous KnowledgeBase Searching: allow end-users to search the KnowledgeBase for solutions without having to log in

Category Administration: create and edit Priorities, Types, SLA, Status’ & Actions through the WebServer

Customer Feedback Form: write your own questions and automatically send a link to a customisable feedback form to end-users when a Call is closed

Full Knowledgebase Functionality: allow your support staff to add, edit and view KnowledgeBase entries through the WebServer

Jobsheet Functionality: launch a jobsheet from within the WebServer allowing you to hand to your customers whilst on-site

Full Folder Administration: create, remove and edit folders through the WebServer

Company Configuration: administer your SupportDesk system at the highest level through the WebServer

QuickCall Solutions Display: Allow end-users to see solutions for their submitted Calls immediately after logging

QuickViews Menu: quickly access popular Call views with one click

Sales Opportunity Functionality: view and edit Sales Opportunities via the WebServer and run them remotely

Change Password Function: allow users to easily change their password themselves rather than submitting a request to the helpdesk Consistent SLA Colours: colour coding of Calls in the WebServer now matches the colours set in Categories & SLAs