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NetSupport ServiceDesk versie 3.00 Product release
Woensdag 30 Juni 2010, 09:00u
Update voor NetSupport ServiceDesk beschikbaar. Bekijk ook het nieuwsbericht en de productpagina's voor meer informatie over de laatste release.
Overzicht nieuw (Engels):

  • Naming and Terminology
    Names of Items within the NetSupport ServiceDesk have been updated to align with the ITIL Terminology

  • Change Management
    - Change Request can be created and managed by the ServiceDesk. Change Requests are separate items from Incidents and problems but can be linked with existing incidents or problems.
    - Change Requests can use existing categories and Statuses, or you can define categories and Statuses that specifically apply to Change Requests.
    - Change Request Categories can have a Change Advisory Board (CAB) defined and rules can be associated to the CAB to define when a Change Request has been authorised.
    - Unauthorised Change Requests cannot be updated by users other than those on the CAB.
    - Change Request are listed in separate but similar lists to Incidents, and can be searched and customer searched defined for them.

  • Problem Management
    - Problems can be created and managed by the ServiceDesk. Problems are separate items from Incidents and Change Requests but can be linked with existing incident or Change Requests.
    - Problems can use existing Categories and Statuses or you can define categories and Statuses that specifically apply to Problems.
    - Unlike Incidents and Change Request Problems do not have an associated contact.
    - Change Request are listed in separate but similar lists to Incidents, and can be searched and customer searched defined for them.

  • Workflow
    Work flow rules can be defined for Incidents, Problems and Change Requests. Each rule can have a number of conditions and actions. The conditions can included any value changing to any other value when an item is updated created or when it has been in a state for a particular length of working time

    Multiple actions can be defined for a rule and they can be one of the following:
    - Change any value on the incident, problem or Change Request
    - Create a Incident Problem or Change Request with specific values
    - Reassign the Item
    - Increase the Priority of the item

  • Stop the Clock
    When defining Statuses you can specify if the time in the status is added to the working time for the item. This enabled you to have Statuses that do not accumulate to the working time of an Incident Change Request or Problem.

  • Security
    Categories
    It is now possible to assign users to categories, enabling you to define which users can see particular categories

    Users
    It is now possible to assignee operators to companies or departments, enabling you to define which operators can see incidents and tickets from a particular part of the hierarchy

    Permission Templates
    Permission templates can be created and then these templates can be used to apply permissions to users.

    Due date
    You can now define which users can see the Due date of an item.

  • Linking Items
    Problems, Incidents and Change Requests can be linked together. When accessing a master item you can select to update all of the linked items.

  • Custom Data for Companies, Departments and Users
    The Custom Data fields can be associated to an Incident, Problem, and Change request, Company, Department or User.

  • User Interface changes
    Toolbar
    The Menu has been replaced by an enhanced ribbon style toolbar to give easier access to items.

    Recently accessed Items
    The Most recently accessed Items are displayed on the right of the page allowing quick and easy access to frequently accessed pages.

    Dialogs
    Popup windows have been replaced by dialogs these give a much faster load time.
Overzicht verbeteringen (Engels):

  • Reports
    Added Reports
    Additional 52 reports have been added increasing the number of standard reports available within the ServiceDesk.

    Dashboard The Dashboard can now display pie graphs, bar graphs or a table of data.

  • Auditing
    The Audit Trail has been updated to show all changes to standard or custom defined fields and shows the old and new values.

  • Lists
    Incident, Problem and Change Request lists
    You can now predefine the sort order of the Problem, incident and change request lists, this predefined order can be a double sort i.e. ordered by Priority then Status within that priority. Separate fields and refresh times can be defined for Incident, Problem and Change Request lists.

    Other lists
    All lists in the ServiceDesk can now be sorted by clicking on the list header including lists of emails, status codes, etc.

  • Adding Additional Information
    Email Attachments
    When adding an Email you have the option to attach any files that have been associated to the Incident, Problem or Change Request.

    Default type of Additional Information
    The ServiceDesk learns what you do most often, if you mostly send emails then the Additional Information will default to Email

  • Mail Center
    Notification of waiting Mail
    The toolbar now shows the number of emails waiting in the Mail Center.

    Sorting
    The List of Emails can now be sorted by clicking on the list header

    Attachments
    When viewing an email in the Mail Center you can view and download the attachments to the email.

    Embedded images
    When viewing emails in the Mail Center they will correctly display any embedded images. If you then add the email to an item the embedded images are attached in the associated files and the embedded image is displayed in the email when viewed from the item.

  • Custom Data fields
    Dropdown lists Dropdown lists can have a blank value defined as the default and set to mandatory. Enabling you to define a dropdown list with no default that must be completed.

  • Notifications
    Notifications have now become part of the work flow. This enables you to define a notification to be send when specify values are changed or created.
Overzicht fixes (Engels):

  • Resolved issue with the Standard report {Tickets due in the next 30 days} also counting Tickets that have been closed.
  • Resolved issue with the Standard reports for Current Open problems not reporting the Time open correctly when using Working Time and Holiday feature.
  • Resolved error found when attempting to process an empty mail item from the ServiceDesk Mail Center.
  • Resolved issue whereby after a creating Search to find ServiceDesk Contacts and selecting to add the Saved Search to the Menu the Search would not return results when accessed from the menu.
  • Resolved issue found where the tick added to a Custom Field Tick box when creating a new incident would be lost when entering the rest of the required fields to create the incident.
  • Resolved issue with not being able to insert Images into the Additional Information section of a Incident that use a URL to point to the image.
  • Fixed issue found when viewing a HTML email from the ServiceDesk Mail Center whereby any accented characters within the email would appear corrupted.
  • Resolved issue whereby Embedded Images included in Emails in the Mail Center would not be saved as an attachment when creating an Incident from the Email.
  • Resolved issue with Email Notifications sent from the ServiceDesk displaying the Custom Data variables on the Email for Tickets that are not associated to the Custom Data field.
  • Resolved issue with the Scroll bar not being fully visible when scrolling down a long list of Departments when accessing the ServiceDesk from a machine running a Screen Resolution of 1024*768.
  • Fixed issue whereby a ServiceDesk error would appear when adding a file to a Incident that contains an apostrophe.
  • Resolved problem with the Customer Data Combo box field always displaying the drop down list items in Alphabetical order rather than the order chosen for the items.
  • Resolved issue with a missing Spanish String translation when accessing the Incoming email rules feature.
  • Resolved issue with popup windows within the ServiceDesk opening in a small window by default.
  • Fixed issue found with not being able to add new users to a Department if the Top level department included a : at the end of the department name.
  • Resolved issue found with the Top Level name not being reported correctly in the Custom Data property [Display for these Types] after changing the Top Level Name.
  • Resolved issue found whereby when sending an email from a Ticket to a gmail account the body of the email received would be Blank.
  • Resolved issue found with a Ticket listed in the Results from a search opening in the same window as the results causing the results of the search to be lost.
  • Fixed problem found when searching for Users within the ServiceDesk that have names that include accented characters.
  • Fixed issue with the incorrect French translation for the String {Ajouter aux Favoris} appearing on the ServiceDesk logon page.
  • Resolved ServiceDesk error when creating a Custom Data Combo Box field and including a drop down value that contains a single quote.
  • Fixed issue found with not being able to add a file to an Incident that contained the # character in the filename.
  • Resolved problem found whereby a ServiceDesk error could appearing when processing a Mail item from the Mail Center that includes Polish characters.
  • Resolved issue with a missing French Translation for a Notification message that appears when attempting to create a Custom Data field without entering data for the custom field.
  • Fixed problem found with not being able to select a Department when adding New Users to the Service Desk if the Company Name included a Comma.
  • Resolved issue found with the column for a custom field disappearing when attempting to change the sort order for the custom field column from the Incident list.
  • Resolved ServiceDesk error when creating a Custom Data field and including a single quote within the Name of the Field Added.
  • Resolved issue found with the Add a file to a Solution wizard directing the User to the Add a file to a Ticket wizard when clicking the Back button.
  • Fixed issue whereby Spanish accented characters would not be displayed correctly following a failed logon attempt.
  • Resolved issue whereby the Working Time feature would not reflect when a Ticket status was changed to Completed.
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