New Features
- Integration with Active Directory for Support Representatives
- Canned Responses
- Notifications for Account Manager and Primary Contact
- Email Signatures for Support Representatives.
Feature Enhancements
- Approval Process for Solutions.
- “All Requests” option added in the Customer Portal
- Console Mode Support for Upgrade Patches
Issues
- The Limitation in the contract expiry notification is fixed
- SLAs were not taking holidays in to account, when the operational hours are configured with the "Round the clock" option – Fixed
- The Duplication of accounts and contacts during CSV import is fixed
- File Encoding format issue in automated CSV import is fixed
- When the Support Representative has Full Control over the Contracts, a script error is produced on any action in his login - Fixed
- Issue in searching account additional fields after the 7th additional field is fixed
- Issue in Request Form Customizer in Multi-Language Version is fixed
Issues
- Mail fetching error - Fixed
- Notification not triggered when customer provides additional information from the portal - Fixed
Enhancements
- Support for Italian language.
- The admin can configure the availability of support team tab for support Reps
- Global configuration for private/public request conversation.
Issues
- Manage folder page was not properly viewable in Japanese & Chinese- Fixed
- Solution topics was not properly aligned in the solution page -Fixed
- When the product field was empty,the request could not be updated-Fixed
Enhancements
- Recent items for contract.
- Reply option in menubar for contact on request view
Issues
- Problem in creating a request when product is deselected from Request form
- Unable to take a back up in 7008
- Ceratin conversations marked as private by default.
- Unable to delete report folder
Reports Enhancements & Issues
- The 'Group By' report results will be shown as one group per page based on configuration from custom settings.
- Replacing empty value with custom value provided in custom settings
- Disabling links in reports is provided in custom settings
- Scheduled reports can be sent at "5 min" time intervals rather than existing "15 min"intervals.
Issues
- Occurrence of Multiple Headers in Empty reports(xls)
- Calendar is not properly placed in the interface.
- Mouse pointer not closing in the reports' home screen.
- Logo & chart images are not displayed in the print preview screen.
- In Matrix Reports, filters are not maintained after saving the report.
- The company's name is not displayed properly in the custom report.
- "Order by" sort is not working.
- While Generating Matrix Report, if mandatory fields are not selected,exception is thrown when the report is created.
- Issues in criteria section of reports
- Issues in scheduling and exporting query reports
Other Enhancements & Issues
- Multiple contract creation based on Products to a Single Account
- Solution permission settings provided for Non login user & Contacts without associated Accounts.
- Ability to make conversations as Public/Private
Issues Addressed
- $SubCategory was sent as it is in Notification Templates.
- "show to contact" in Request Template was not working properly.
- 'Remind Me' option in Task was not working.
- Reminders were not working
- Due by Time was automatically set without referring the contracts --Support Plan-- SLA criteria model
- $contactname was not present in SLA Escalation template.
- In Contact login, the the conversation owner names are automatically converted to Support.
- In Notification templates, Item, Support Rep phone and Support Rep mobile variables were not present.
- Holiday list was not referred while setting the Due By time.
- Mail Fetching was stopped due to single quote problem
- Schedule Request -- Product selection was not maintained when a request is created
- Schedule Request -- Contact Information was not populated when a request is created
- Schedule Request -- Account information was not populated when a request is created
- Edit Schedule Request option was not retaining the contact & Account information
- Issues while importing SalesDetails from csv corrected
- Incorrect sender name while sending survey
- More than one SubTopic addition to Topic in Solutions causes Null Pointer Exception in Web portal page corrected
Feature
- Performance enhancement in request section included.
- Clicking the request tab maintains the last selected view.
Issues Fixed in Hotfix
- Account Name column not available for contact and account manager login issue - Fixed
- Auto save draft not maintaining the cursor position issue - Fixed
- Contacts able to view non permitted requests - security issue - Fixed
- Attachments in scheduled request was not working - Fixed
- Exception while approving a request issue - Fixed
- Bulk delete was not working after navigating through Request view issue - Fixed
- Updating contact details after adding timeentry issue - Fixed
Issues Fixed in Hotfix
- Licence link unavilable issue - fixed
Feature
Solution Topic Templates
Ability to define a set of topics as a template. This template can be assigned to Accounts. This will greatly simplify the management of topics shown to accounts.
A change in default behaviour is : When a new account is added, by default the contacts of the Account will not be able to view/search any solutions. Only upon the assignment of a topic template, will the corresponding solutions be visible to the contacts.
Issues Fixed in Hotfix
- Email content greater than 64K - Workaround incorporated
- Request to Account mapping improper after upgrade to the 7000 series
- In MySQL, custom report without a date filter not getting saved
- While creating custom report, column chooser getting wrapped.
- When a Request is edited, Account information set incorrectly
- When viewing the requests of an Account (Account's Requests button in Account View), it does not capture the requests of the Sub-Accounts
- In a Sub Account's view page when clicking on "Sub Account's Requests", no requests are displayed
- When clicking on "Contact's Request" button, it does not display requests raised by the contact on behalf of the subaccounts.
- Account Manager update error in Accounts
- Request View Page - Time Entry section missing
- "Due-by Time" is not properly set when the SLA criteria set is empty
- SLA not set correctly based on Support Plan
- Attachment link missing in Request Approval section
- When forwarding a request having attachment, the page layout is disturbed
- Validation improper in Sales Additional Fields
- Ability to create custom roles based on the default Account Manager role disabled.
- In notification templates, subcategory, contact email, phone number & Mobile number included
- The LastUpdated field not updated when a scheduled request is created
- When editing a custom view, the criteria operator is always displayed as AND
- Group field included in Business Rules
- Duplicate entries for Support Reps during Group creation
- $RequesterName variable changed to $ContactName in Notification templates
- Error when adding a service for a support plan
- Junk notification filter issue in French language corrected
- Editing a date column in a filter shows improper values
- Notification template for contact reply from the customer portal
- When a resolution is added to a request, a Stack overflow error displayed - fixed
- Notfication not sent when a contact is created during the request creation - fixed
- While editing a custom view the date filter value is not properly displayed - fixed.
- In request view, a user interface correction to change the requester of the request.
- Multiline additional field is not wrapped in request view page - corrected
- SLA Name displayed in the request history instead of the SLA ID.
- Criteria name duplicated in Business Rule - corrected
- Request form customizer view permission issue on Support Rep, Product , Category fields - fixed
- Unable to add product in admin section (cache issue) - fixed
- Exception when editing & saving reports - fixed
- Admininstrator unable to delete report created by other user with admin role if the report is a public - fixed
- Exception trace sent along with email when a query report is scheduled - fixed
- Sales Additional fileds & Product Additional fields included as part of Account Reports
- Issue with adding second filter in Reports - fixed
- Solution search result shows duplicate entries - fixed
- Lastupdated field & Account Manager included in request reports
- Group field included in the time spent reports
- Server hanging due to deadlock issue - fixed
- Contract reports displays hours used in milliseconds - fixed
Issues Fixed in Hotfix
- Report delete issue - Fixed
- Unable to choose the criteria while editing a report - Fixed
- Polish language related issues - Fixed.
- IE Style issue while editing a report - Fixed
Feature
- Swedish and Russian language support included.
Issues Fixed in Hotfix
- HTML tags displayed in the body of the request - Fixed
- Graph not visible in the Global View - Fixed
- Support Rep selected in the Contact list when creating a new request. - Fixed
- Some of the account related fields, for eg. the Account Manager information not displayed correctly in the Account View Page. - Fixed.
- AND/OR operator not maintained in reports after migration to 7000 - Fixed
- Date value in reports displays a numeric value - Fixed
- Exception thrown when two or more reports are scheduled at the same time - Fixed
- Scheduled Excel Reports when empty, not sent properly - Fixed
ManageEngine SupportCenter Plus 7 (Build No. 7000) release includes the following :
Feature List
Major features
Accounts & Subaccounts
Subaccounts can now be defined for Accounts. Contacts can be associated to Accounts or Subaccounts and the request view permissions can be provided accordingly. This will provide greater flexibility for Accounts having a head office & various branches.
Also the Accounts pages have been modified for greater usability.
Contract Management
Ability to define a contract with block hours or incidents for an account. As requests are resolved, block hours/incidents get used up. When the hours/incidents left reach a particular level, notifications are triggered to the configured members for appropriate action.
Time Entry enhancements
Time entry user interface has undergone an overhaul. Time entry has been modified to work in synch with the Contracts module.
CSV Based integration to external databases
An option to automatically synchronize the SupportCenter database with organization's customer database. Supportcenter periodically looks for a CSV file in a specified location & updates it's database when it finds one.
Reply option for customers
The reply option is now available for the customers as well. Customers can login to the customer portal & reply to Support Reps questions.
Forward option for Support Rep Replies
Support Reps will have the ability to forward their own replies. Sometimes, the Support Rep would like to quote his earlier reply when replying to the contact. To achieve this, the Support Rep can now forward his earlier reply and further add to it.
Quick Create Enhancements
Requests can be raised using this form. In addition, account and contact information can be added edited when adding a request. Also while adding the request, an option to view the requests raised by that contact has also been added.
Minor Features
- Configuration to disable customer portal access (browse/search solutions & raise requests) when they are not logged in.
- Option to add/edit contact & account information from the request creation form.
- Subcategory field can be chosen in the request list view page.
- Request creation date is added on the top of the Request View Page
- Configuration for the administrator to set the default support rep login status as IN or OUT.
- History information disabled for customer login.
- Announcements contain the drop down list to select users.
- Default sorting is based on the Last Updated Field
- Admin page icons logically rearranged.
- When no criteria is defined in the Business Rules/SLAs, all requests passing through it, matched that Business rule/SLA.
- Microsoft Vista support included.
- Polish language support included.
Request related issues
- Reply to a request sent from SupportCenter does not send out the inline images properly
- Notifications not sent to customers when a request is raised from customer portal
- In a particular case, the typed reply content was not sent out in the email
- Tags in the content of emails interfered with the formatting of the Request View Page.
- Mails sent from Outlook has an extra line space.
- Some HTML emails were displayed improperly leading to horizontal scroll.
- History related information corrected for better readability.
- When a time entry type was deleted, all related time entries were removed
- Time entries uniformly displayed in the 24 hour format
- The contact name included in the notification email sent to the Support Rep when a note is added.
- Public notes added in the request print page.
- Attachments with special characters not sent when replying to contact.
- "Due by" date was reset when Support Rep was changed.
- Print Preview - History information removed.
- When notes edited by a contact, email was not sent to the Support Rep
- Error in the Approve Request page.
- When merging two or more conversations, the conversations remain in the expanded state
- Spell checker issues fixed
- Entering multiple To/cc address streches the reply window horizontally.
- Support Rep information was shown to users when viewing the request information even though configured otherwise.
- Notification was not sent to contact when a Support Rep replied to a notification generated which was earlier from SupportCenter
- Time Spent & Time Elapsed related text was used wrongly. - Corrected.
Accounts & Contacts related issues
- When adding a request, if there are two or more contacts with the same name, only the first one is selected.
- Role with full control of Accounts unable to delete contacts
- Account cost field in the Account View Page removed
- Net price calcuation issue when associating Product to an account.
- In contact list view page, button label changed to "Associate" instead of "Assign".
Report related Issues
- Ability to define the column size for the fields
- Ability to define date format in the report output.
- Schedule reports stops emailing reports when a hotfix is applied
- Embedding image in HTML reports
- Ability to add custom created fields to timespent reports
- Formatting Issues in Excel reports
- Broken graph images
- Account Manager in reports
- Column Summary cannot be removed once added issue
- StartsWith & Ends With displays the text box & the selection list for the user to select
- Survey summary report issue fixed
- Ordering of columns within a group
- Date columns are also available in the "Advanced Filtering" section, so the operators work on Date columns too
- Ability to define AND & OR on individual columns
Others issues
- Issue in removing the sample login details in IE7
- Formatting issues in IE7 related to Announcements section.
- In web portal, links with maximum of 50 chars only were allowed.
- SupportCenter installed on other language OS, switches to the that language automatically, though the multi-language option is not enabled.
- Unable to remove the SMS info of Support Rep.
- In customer portal, when logging in the username & password are shown in the browser address bar.
- \n\r characters displayed in text when the data was backed up & restored
- Logging out from customer portal took the user to the main login page.
- Start -> Programs Menu -> Start Web Client was displaying improper url
- License information link on top available only to administrator
- Icon for Survey preview included.
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