SupportCenter Plus

Feature Added in Upgrade Pack - Build 6500

• Multi-Language Support.

Issues Fixed in Upgrade Pack- Build 6500

• Request addition from non-login page follows the "contact auto-addition configuration" setting in the Admin -> Settings page.
• Issue in saving Subcategory/Item in business rules - Fixed.
• Time entry calender in request resolution section not working - Fixed.
• Error when executing account based reports - Fixed.
• Images do not appear on the web portal page - Fixed.
• LastUpdated field of a request is updated when a note is added/edited by a user (Support Rep or Contact).

Issues Fixed in HotFix - Build 6009

• Unable to delete requests - Fixed.
• Ability to search on Notes - Disabled (Due to the multiple request entries displayed in request list view page).
• Unable to add/edit Account Manager information - Fixed.
• Notifcation not generated when clicked on "Save & Close" in resolutions - Fixed.

Feature Added in HotFix - Build 6008

• Account Manager

Issues Fixed in HotFix - Build 6008

• Unable to duplicate requests - Fixed.
• Notes Text not searchable - Fixed.
• $Contact variable not parsed in survey emails - Fixed.
• Displaying Product Additionall fields when associating Products to Accounts - Fixed.
• Mail fetching issue (IOException : Error in encoded stream) - Fixed.
• HTML-404 frame work error on clicking back button - Fixed.
• Multiple entries for group notifications corrected.
• History displays RequesterID instead of Requester Name - Fixed
• Product Additional fields values not displayed when trying to edit the fields - Fixed.
• "Go" text not appearing in Accounts search - Fixed.
• Unable to delete Requests when the database is MSSQL - Fixed.
• Account information erased when importing contacts from CSV - Fixed.
• HTML tags appearing on mouse over in the subject of the request in the Request List View page - Fixed.
• Add reminder from the request action section failed in requests where contacts did not have email - Fixed.
• Drafts not saved when the content of the original mail contained certain tags - Fixed.

Issues Fixed in HotFix - Build 6007

• Performance issue addressed.
• The default conversation view is changed to "View Contact Conversations".

Feature Added in HotFix - Build 6006

• Ability to close requests without notifications.

Issues Fixed in HotFix - Build 6006

• Email attachments getting corrupted - Fixed.
• Solution category restriction issue - Hidden solution categories getting exposed to unauthorized contacts - Fixed.
• Forwarded emails not shown in the conversation area - Fixed.
• Default values of request additional fields not getting populated during request addition - Fixed.
• Images do not appear on the web portal page - Fixed.
• Bulk edit of requests corrupting data - Fixed.

Issues Fixed in HotFix - Build 6005

• Updating a previous Timespent entry throws an error - Fixed.
• Updating an earlier Account-Product association throws an error - Fixed.
• Time spent entry option in the resolution page corrected.

Features Added in HotFix - Build 6004

• Enhancements to the Time entry module
• Time entry type.
• Additional cost.
• Time entry additional fields.

Issues Fixed in HotFix - Build 6004

• Email attachments gets corrupted - Fixed.
• Javascript error [exception:[Object Error]] occurs when adding a New Request - Fixed.
• The Product field gets erased when editing the request from the request view page - Fixed.
• Priority field is not aligned when level is not selected - Fixed.
• Default values of request additional field values not loaded in the request form - Fixed.

Issues Fixed in HotFix - Build 6003

• A javascript popup error appears (parent.editor) when Category & Subcategory is not available in the selected list in Add New Request page.
• A javascript error (showError is undefined) when adding New Request.
• Account & Organization information get interchanged when edited.
• Unit Price parsing problem in Product CSV import - Fixed.
• Making additional fields mandatory does not take effect in Add New Request Page - Fixed.
• Draft gets truncated when saving drafts - Fixed.
• NullPointerException when clicking on Approval Link - Fixed.
• ExecutedTime is now available in Timespent reports - Fixed
• ExecutedTime reverts to unix epoch time (01-01-1970) - Fixed.
• ExecutedTime display problem (24 hour format /12 hour format) - Fixed.
• Line breaks does not appear in Time Entry descriptions - Fixed.
• Contacts can view the time spent entry details irrespective of the Admin Settings - Fixed.
• Product information erased when using Bulk edits from Request List Page - Fixed.
• Error Page (blank.html) displayed on resolution tab of request view page - Fixed.
• LastUpdated Field in Requests added to bring the currently modified (by customers) requests to the top - Fixed.
• Mail fetching getting stopped due to pattern error - Fixed.
• Description & Resolution fields in reporting - Added.
• Notes disappearing when editing requests - Fixed.
• Style problem (mails sent out with underline) when performing spell check - Fixed.
• Editing account information does not allow to edit attachments - Fixed.

Issues Fixed in HotFix - Build 6001

• Unable to hide login details from the login screen - Issue Fixed.
• Unable to edit account details - Issue Fixed.
• Unable to remove contact email from the contact information - Issue Fixed.
• When creating request, Subcategory not loaded from Request Template - Issue Fixed.
• Issue with editing Account based roles fixed.
• Issue when adding a contact when creating the request is fixed.
• Email fetching problem in MS-SQL is fixed.

Feature Enhancements in Upgrade Pack - Build 6000

• MS-SQL Support

• Account & Contacts Module

• Outlook Integration
• Ability to configure the customer portal
• Ability to import product list information and product sale information from CSV
• Additional fields for Product and Product Sales
• Ability to reconcile multiple contacts as one contact
• Ability to create Custom Views/Filters
• Ability to add Advisory

• Requests Module

  • Usability
  • Editing requests made simpler
  • Bulk edit of multiple requests
  • Merge option simplified
  • Ability to add notes from the list view page
  • Custom View/Filters
  • Predefined request templates
  • Drafts for requests
  • Request approval option
  • Support to specify mandatory columns when closing a request
  • Scheduled requests
  • Ability to split a request into multiple tasks
  • Category remodelled as Category - Subcategory - Item
  • Spell check
  • Ability to log the actual time of the time entry
  • SLA notification generated at a configured time period prior to the request becoming overdue
  • Forums Integration (with phpBB forums)

• General

• Keep me signed in feature

• Reports Module

• Query reports
• Ability to mail reports in any format
• Links from reports to original requests
• Contact based reports
• Ability to provide access to reports to SupportReps without providing administrator privileges.

Issues Fixed in HotFix - Build 5036

• Product list display in Add New Request, based on configuration(Admin tab -> Settings -> Product Display) - Changed.
• Formatting issues with incoming emails send from Outlook - Fixed.
• Ability to edit the contact information from the Request View Page - Fixed.
• Contacts search goes directly to the Contact List View Page - Fixed
• Link to view all the requests from a given account - Issue Fixed.
• Zip/Postal codes added in CSV Import.
• In some cases, reports created using Product field gave wrong results - Fixed.
• In reports, when a field with pickup values was selected for criteria, it showed empty list - Fixed.
• Improved e-mail fetching functionality
• Error generated when removing login for contact - Fixed.

Issues Fixed in HotFix - Build 5034

• Product list shown in "Add New Request" does not contain the grouping based on Product Type - Fixed.
• Style improper for date field during Account addition - Fixed.
• Groups mentioned as Queues in reports - Fixed.
• When editing a request, the whole product list was shown. Product list is now displayed based on the Account.
• In IE, when the task "Edit title" in reports in cancelled, script error occurs - Issue Fixed.
• Notifications not to be generated to contacts until approved - Fixed.
• Approve contact automatically when reply is sent - Added.
• Ability to disable contact login provided.
• Unable to delete unapproved contacts is fixed.
• When Solution topic names are created with an apostrophe, the View Permissions tree is not constructed - Fixed
• Custom report for Accounts with user-defined fields was not working - Fixed.
• Spaces missing at random places in the conversation content - Fixed.

Issues Fixed in Service Pack - Build 5032

• Product not set when defined in action section of the business rules.
• Script error while editing report title.
• SSL certificate was not generated properly.
• Search of accounts resulted in an empty page.
• Incorrect group notification when group was assigned via the "Assign To" interface.
• Issue in restoring data when server is running in https mode.
• Error upgrading to the latest build when survey entries were present.
  

Features Added in Service Pack - Build 5031

• Enhancements in the reporting module which includes Custom Reporting, scheduling, improved charting, extensive querying facilities, exporting data as PDF, CSV etc
• HTTPS Support
• Ability to define criteria to avoid spam
• Support for Inline images
• System errors such as mail fetching getting stopped to be notified to the admin
• Improved reply editor
• Redesigned request view page for improved usability
• Ability to view whether the latest conversation in a request was from the Support Rep or from a contact in the request list view page

Issues Fixed in Service Pack- Build 5031

• Performance related issues addressed
• Bug in business rule when comma separated values is added in the action, only the last value was stored - Issue Fixed
• Forwarded mails included as part of notifications - Fixed
• Earlier reporting used time spent entries of requests that were in the closed state. Now, the time spent entries are picked irrespective of the request state - Corrected
• Issue of Support Reps not notified on request assignment is fixed
• Unable to close requests in Onhold state - Issue Fixed
• Contact's Account & phone number not getting updated when adding new request - Issue Fixed
• Associating contacts & products to account immediately after account addition was giving duplicate entries - Issue Fixed
• Request view page appears distorted when the incoming request has html tags such as "style" - Issue Fixed
• Inability to add time spent entry - Issue Fixed
• Script error when adding resolution - Issue Fixed

Features Added in HotFix - build 5020 & above

• Define permissions for the solution topics for each account
• Automatic addition of contacts made configurable
• Ability to define max attachment size allowed
• More fields (Account & Product) in SLA & Business Rules
• Ability to display additional fields in the list view
• Account information available in the request view page
• Contacts allowed to view time spent entries based on configuration
• Ability to assign multiple contacts to an account from the Contact List View page
• Autocompletion of names in the text boxes
• Additional request view - Open & Unassigned
• Last mail fetched time displayed in Email settings form

Issues Fixed in HotFix - build 5020 & above

• Request ID jumps by 300 every time the server is restarted - is fixed
• Solution search for special characters is fixed
• Issues in Custom Report are fixed
• Issues with HTML content editing & HTML display of requests are fixed
• Notifications not generated when non-admin tech is assigned with mail authentication issue fixed
• Script errors when replying is fixed

Features Added in HotFix - build 5008

• Attachment for Account included.
• UDF fields included on notification.

Issues Fixed in HotFix - build 5008

• When importing Accounts and Contacts using a CSV file, only the first contact was getting associated to the Account. This issue is fixed.
• Issue of improper replacement of Contact Name in notifications fixed.
• Issue when changing port number during installation is fixed.
• Contacts can be provided the option to view only their own requests or all the requests of the account.
• Time spent report added based on Account & Contact.
• Exception of "Insufficient Privilege" in the requests tab when the contact logs in - is fixed.
• Windows Service name clash that was preventing ServiceDesk and SupportCenter from being installed on the same machine - is fixed.

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