iSupport v16.5 Release Notes...Page 1 ISupport® 16.5.0.0 Release Notes This document includes new...

ISupport® 16.5.0.0 Release Notes

This document includes new features, changes, and fixes in iSupport v16.5. The Readme.txt file included with the download includes a list of known issues.

Highlights

OAuth2 Connection Support for Gmail, Office 365 EWS, and QuickBooks Integration

Time Based Average and Total Time Charting and Reporting Enhancements

Automatic Knowledge Match, Capture Solution Link Display on Category Selection

Capture Solution Configuration Settings

Asset Management

Copy Action for Asset Types

Enhancements to Asset Count Tracking Functionality

Non-Count Enabled/Count Enabled Asset Details Include Fields

Easy Access to Associated Archived Work Items for Assets

Column Customization for the Asset List Item Field on Work Item Layouts

Desktop

News Feed Configuration Change

Discussion Feeds No Longer Reload Upon Like or Dislike

Exporting a Chart as an Image

Save Only/Save and Exit Options for View, Report, and Chart Designers

Work Item Count Fields Added To Config - Categories Data Source

More Fields Added To Work Items Data Source

SMS Address For Customer Layouts and Customer Data Source in View And Report Designers

"Pending Deletion: " Prepended to Custom Fields Pending Deletion When Displayed in View and Report Designer Data Sources

Work Items

Create Incident From Template and Create Change From Template Options Added to Knowledge Rules

Control of Search and Attachment Option Defaults for Support Representatives

Incident and Change Rule Notification Options for Hierarchy Customers and Hierarchy Assignees

Control of Routing Comments Dialog Display

Business Day Option for Followup and Important Date Functionality

Hyperlinked Customer Phone Number When Included On Incident, Change, and Customer Rep Layouts

Customer Assignee, Company Status Fields Added to Incident and Change Layouts

Correspondence Templates Now Available When Replying To or Forwarding a Correspondence

Configuration Options For Administrators in Asset, Customer Profile Screens

Copy Button For Correspondence and Chat Attachments

mySupport

Placeholder Text for the Description and Comments Fields on Templates

Show Comments Option on mySupport Work Item Submission Assets Field

Full Asset List Available For mySupport Work Item Submission Regardless Customer Permissions

Success Message Now Appears After mySupport Password Reset

Highlights

OAuth2 Connection Support for Gmail, Office 365 EWS, and QuickBooks Integration • OAuth2 has been added as a connection type for Gmail, leveraging Google’s API for both outbound and

inbound email via a Gmail account. (The API uses OAuth2 for authentication by default.) Google and Microsoft have announced that they will end support for non-OAuth 2 authentication methods soon; after upgrading to this release we recommend that, as soon as possible, you switch your iSupport settings to use the new OAuth2 authentication and configure your identity provider (which could be Google, Azure AD, etc.) to allow the needed access.

Default Outbound Settings:

Email Account Settings:

Note that if you are using iSupport’s Google Calendar Integration feature, support representatives will need to use the Google Calendar Email Address and Google Calendar Access fields on the Details screen in the Preferences dialog to reset access to their calendar(s) and set the work day hours during which they are available to be scheduled via iSupport.

• OAuth2 connection support has also been added for Office 365 Exchange Web Services (EWS). Note that

OAuth2 authentication for EWS requires SSL. Default Outbound Settings:

Email Account Settings:

• iSupport’s QuickBooks API-based integration now supports/requires OAuth2.0.

Time Based Average and Total Time Charting and Reporting Enhancements Work item charts now include options for displaying total and average time open, total and business time open, and total and average time worked to show trends for specified time frames. Note that the Total Business Time Open and Average Business Time Open options only apply to incidents.

Use the Units field to specify the units of time for the time-based options in the Series Type field.

You can configure a second set of criteria (series) to display in the same chart.

As a result, trending graphics such as the following can be configured.

Automatic Knowledge Match, Capture Solution Link Display on Category Selection You can now enable display of all matching knowledge entries in the view window at the bottom of the screen when a category is selected for an incident, problem, or change. A Capture Solution link will be included. (Previously the Capture Solution option was only accessible by opening a knowledge entry and selecting the Capture Solution icon from the View menu.) Entries will appear for every level of the category set for which automatic knowledge search is enabled.

Enable this feature via the Automatic Knowledge Match field on the Basics tab in the Categories configuration screen.

Capture Solution Configuration Settings

You can now specify the fields to copy from the applicable knowledge entry when the Capture Solution feature is used in the Incident screen. If the mySupport URL field is enabled, you can use the Link Text field to enter clickable text that will appear in place of the mySupport URL.

Asset Management

Copy Action for Asset Types You can now copy asset types; the function will copy everything except the asset type name.

Enhancements to Asset Count Tracking Functionality If there is at least one count enabled asset type, count enabled assets are now listed as a separate subset in the Assets field in work item screens.

“List” has been removed from the Unit List Price label throughout the product, including on work item layouts, in the View Designer data sources, and work item screens that include count-enabled assets. If count enabled assets exist, you can now display a list of them via the Add Count Enabled link in the Assets field, or via the Count Enabled Assets button in the Select Asset dialog (example below).

When a count enabled asset is selected, the Update Asset Counts dialog will appear for specifying the count used for the current work item.

Two fields have been added for configuring the Count Used field in the Update Asset Counts dialog: Minimum Count Used for controlling the minimum amount that can be entered, and Default Count Used to enter the amount to appear by default.

Non-Count Enabled/Count Enabled Asset Details Include Fields Two new Include Field tags have been added for correspondence and custom notifications: Non-Count Enabled Asset Details and Count Enabled Asset Details.

The details will be included as shown in the example below.

Easy Access to Associated Archived Work Items for Assets You can now access an asset’s associated archived incidents, problems, and changes via the View menu in the Asset screen.

Column Customization for the Asset List Item Field on Work Item Layouts You can now specify the columns included for the Asset field on work item and customer profile layouts. The new settings are included in the Configure Field dialog (accessed via the cog icon next to the Assets field label in the Layouts screen). By default all are selected; note that the Count Enabled Asset Grid Fields section will not be included if no count enabled asset types are configured.

Desktop

News Feed Configuration Change News feed configuration has changed from component settings to a tabbed screen; you now access it via: • The Edit icon next to the feed name dropdown

• The News Feed Designer option on the Desktop Content menu

• The Content Manager News Feeds checkbox; filtering enables you to access mySupport feeds as well as rep feeds.

Use the Basics tab to configure the Name, List Under, and Active fields.

Use the Discussion Posts tab to configure options for discussion posts in the feed.

If you select No in the Discussion Only field, tabs for configuring work item entries will appear.

Use the Custom Field tab to add a custom field to posts in a discussion-only news feed.

If you have Discussion Feed Administrator access, you can use the Access tab to restrict access to the feed.

Discussion Feeds No Longer Reload Upon Like or Dislike Discussion feeds no longer fully reload after selecting the Like or Dislike icon.

Exporting a Chart as an Image You can now use the Export As Image icon in the Chart component on the Desktop to export a chart as a .png file. The image size will be set based upon the size/resolution of the frame in which the icon was clicked.

Save Only/Save and Exit Options for View, Report, and Chart Designers The Save button in the View, Report, and Chart Designers no longer executes a save and close action; it enables you to save and stay in the screen. A Save and Exit button has been added for saving and exiting the screen.

Work Item Count Fields Added To Config - Categories Data Source Count fields have been added to the Config - Categories data source for incidents, changes, problems, and knowledge entries; these fields reflect the count of a single category that is directly linked to a work item.

More Fields Added To Work Items Data Source Closed By, Customer, Customer Extended, Date Closed, Date Modified, Modified By, Total Time Open, Total Time Worked, and Total Time Worked Minutes fields have been added to the Work Items View Designer data source.

SMS Address For Customer Layouts and Customer Data Source in View And Report Designers An SMS Address field has been added for customer layouts and the Customer data source in the View and Report Designers. It is used to display the SMS phone number entered by the customer via mySupport Account Settings; administrators can use it to troubleshoot an SMS notification send failure error in the iSupport event log, find the related customer, and clear the SMS phone number for that customer to prevent future SMS notification attempts and errors.

"Pending Deletion: " Prepended to Custom Fields Pending Deletion When Displayed in View and Report Designer Data Sources Custom fields that are pending deletion (deleted by an iSupport user but are retained in the system because of references to other records) are now designated by “Pending Deletion:” prepended to the field label in the View and Report Designer data source lists.

Work Items

Create Incident From Template and Create Change From Template Options Added to Knowledge Rules You can now configure knowledge rules to create an incident or change from a template; this enables you to assign a work item to a knowledge reviewer when a knowledge entry is due for review. Note that only incident templates configured with a default customer can be used, and the resulting incident or change assignee will be the knowledge entry's reviewer, if one is set. If no reviewer has been set, the knowledge entry's author will be assigned.

Control of Search and Attachment Option Defaults for Support Representatives Administrators can now set defaults for the options used when support representatives search for customers, other support representatives, assets, and configuration items. These options are set by support representatives via the Search Options icon and stored in a cookie. Use the Cookie Defaults tab in the Support Representative list screen to set defaults for these search options, as well as for attachments. An Update Cookie When Rep Changes Options field is included for each subtab; if Yes is selected, the cookie will be updated with the search selections made when a support representative conducts a search. If No is selected in the Update Cookie When Rep Changes Options field,

the cookie will not be updated with the search selections and the default settings configured in this screen will apply the next time the applicable search or attachment display is conducted. Use the Customer Select subtab to set the default options for customer searches performed by support representatives in work item screens.

Example:

Use the Rep Select subtab to set the default options for searches of support representatives via the Others to Notify field in work item screens and the Recipient, Requested By, and Bill To fields in the Purchase Request screen.

Example:

Use the Asset Select subtab to set the default options for asset searches performed by support representatives via the Add Existing link on the Asset field in work item screens.

Example:

Use the Configuration Item Select subtab to set the default options for configuration item searches performed by support representatives via the Add Existing link on the Configuration Item field in work item screens.

Example:

Use the Attachments tab to specify the defaults for the Show Correspondence Attachments and Show Chat Attachments checkboxes in the Attachments field in work item screens.

Example:

Incident and Change Rule Notification Options for Hierarchy Customers and Hierarchy Assignees Two new recipient options have been added for incident and change rules: Hierarchy Assignees and Hierarchy Customers. You can use these options to notify the assignees for all of the lower level incidents of a related incident hierarchy from the parent incident. The Is Hierarchy Root condition can help to avoid email loops.

Control of Routing Comments Dialog Display You can now enable or prevent display of the routing comments dialog for the Incident, Change, and Problem screens via the Show Routing Comments Dialog field on the Routing subtab for the applicable module in the Feature Basics screen. Note that this field will default to Yes.

Business Day Option for Followup and Important Date Functionality You can now specify business days or calendar days as the basis for incident followup and change date intervals. • Use the Followup Interval Type field on the Incident Management | Work History tab in the Feature Basics

screen to specify business or calendar days for incident followup intervals.

In conjunction with this feature, the sentence “The next follow up reminder will be sent for these incidents in x day(s) on x/xx/xxxx” has been removed from the followup reminder notification; the next followup dates will be listed for each incident or change included in the notification.

• Use the Interval Type field on the Change Management | Basics tab in the Feature Basics screen to specify business or calendar days for scheduled implementation, review, and due date intervals.

You can also choose Calendar or Business Day options for actions involving the important date fields (Due Date, Review Date, Scheduled Important Date, Scheduled Implementation Date) in incident and change rules.

Hyperlinked Customer Phone Number When Included On Incident, Change, and Customer Rep Layouts A Call icon is now included in the Customer section on support representative incident, customer, and change layouts for initiating a call to the selected customer’s telephone number via a link that references the client’s OS setting for the default telephone/voice device.

Customer Assignee, Company Status Fields Added to Incident and Change Layouts Customer Assignee and Company Assignee fields have been added to the Customer Details section on incident and change layouts.

A Company Status field has been added to the main layout area for incident and change layouts; this refers to the actual company status at the time an incident or change was created.

Correspondence Templates Now Available When Replying To or Forwarding a Correspondence Correspondence templates are now available when replying to or forwarding a correspondence; the template body will prepend to the existing body content that was populated upon the reply or forward action. The subject will remain unchanged if the applied correspondence is not set to prohibit editing. If the correspondence template is set to prohibit editing, the subject from the template will replace the subject's existing content. Recipients and attachments from the template will merge with the reply or forward message's existing recipients and attachments regardless of the template's prohibit editing setting.

Configuration Options For Administrators in Asset, Customer Profile Screens Administrators can now access Configuration options in the Asset and Customer Profile work item screens.

Copy Button For Correspondence and Chat Attachments For efficiency when including attachments on outbound notifications, a Copy button is now included for attachments coming in through email update and/or chat; when selected, a copy of the file is directly attached to the incident and the button changes to Delete.

mySupport

Placeholder Text for the Description and Comments Fields on Templates You can now include text in the Description field on an incident template, change template, incident hierarchy template, or change hierarchy template, and enable it to be removed when the user clicks in the field in the work item screen on mySupport. To enable this feature, select On in the Description as Placeholder field on the Basics tab in the Incident Management and Change Management Templates and Hierarchy Templates screens. Note that this field will default to Off.

You can also include text in the Comments field on a Purchase Request template via the Comments as Placeholder field in the Template configuration screen.

’ In support of this feature, a Comments field has been included in the mySupport Purchase Submit layout.

Show Comments Option on mySupport Work Item Submission Assets Field A Show Comments option has been added to the Asset list item on mySupport work item layouts; use it to control display of the Comments field on assets.

The comments will appear as shown in the example below. Note that a quick search field has also been added.

Full Asset List Available For mySupport Work Item Submission Regardless Customer Permissions You can now use settings in mySupport Options to enable search and display of a list of all assets and a list of all configuration items in mySupport work item submission screens, regardless of access set in the Can View Items For field in the Customer Profile screen. Note that this will not allow display of the full Asset records to customers without access.

Success Message Now Appears After mySupport Password Reset A success message now appears when a mySupport customer resets their password.

Copyright ©2020. Groupware, Inc. All rights reserved. iSupport® and mySupport® are registered trademarks of Groupware, Inc. Other parties’ trademarks or service marks are the property of their respective owners and should be treated as such.

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