Click 'continue' to go to Systems Manager Continue to Systems Manager
ASSET - SYSTEM AND FIXED ASSET IMPORTER - NEW IMPORTER INCLUDES END-USER ASSOCIATION
We have built a new importer capability that allows you to specify end-user associations for systems and fixed assets. The new importer is located under Assets > Systems > System Inventory.

KB Article 118: http://www.systemsmanagementondemand.com/assets/support/kb/KB_118.html
COMMUNITY INSTALLER/UNINSTALLER - NEW INSTALL/UNINSTALL PACKAGE FOR LOCAL COOLING
We have added an Install/Uninstall distribution package for LocalCooling 1.04 in the community. Distributing this FREE PC Power Management Tool package via Software Distribution will install/uninstall the application from target systems. Pay special attention to the warning, this package should NOT be installed on a server as it will invoke power management and spin down your server disks, etc.

Local Cooling Video: Click for training video
COMMUNITY REPORT - COMBINED HP, TOSHIBA, DELL BATTERY RECALL REPORT
A new report has been added to the Community which will assist specialists in identifying laptop systems in their environment that may have batteries that are subject to recall. The new report name is "Battery Recall for HP, Toshiba & Dell - 10/30/2008".

Online help: http://systemsmanagementondemand.com/help/tsm-help/Content/reports.html#import_report
NETWORK DISCOVERY WIZARD - WIZARD NO LONGER IN BETA AND NAME FORMALLY CHANGED
After several months of testing in production by customers, we are pleased to formally release the Network Discovery Wizard (formerly the Discovery and Deployment Wizard). This Wizard dramatically simplifies the process of discovering and deploying new MicroAgents within new and existing customer's environments. The wizard can be used consolidate separate processes previously used to scan namespaces for new systems and then the subsequent deployment of MA's to those systems.

Online help: http://systemsmanagementondemand.com/help/tsm-help/Content/deployment.html?Highlight=wizard|Wizard#welcome
NETWORK DISCOVERY WIZARD - ADDED THE ABILITY TO CLEAR ENDPOINT TABLE PRIOR TO NEW SCAN
We added an option in the Wizard that will clear previous scan details from the Endpoint table. This will make it easier for the user to see the new systems discovered during the subsequent scan.

Deployment Best Practice - Clearing the Endpoint Table Video: Click for training video

Online help: http://systemsmanagementondemand.com/help/tsm-help/Content/deployment.html?Highlight=wizard|Wizard#welcome
INSTALLING FIRST DELEGATE - TSM NOW AUTOMATICALLY DETECTS LACK OF DELEGATE
In an effort to assist new customers who may enter TSM without installing the delegate after registration, we have added a new check that will detect whether the delegate is installed upon entry to TSM. When the situation is detected, the customer will default to a new page where clear instructions are provided to assist in getting a delegate installed.
SURVEY AND CSC - SUPPORT FOR MACINTOSH VERSIONS OF FIREFOX AND SAFARI
We have added end-user support of the Help Desk Survey and Customer Service Center on Macintosh versions of Firefox and Safari.
HD ESCALATION RULES AND SERVICE CALENDAR - ADDITIONAL RULE CRITERIA AND FIX TO TIME CALCULATION
We have added additional criteria that can be used to define an escalation rule. New criteria include; Severity, Category, and Workgroup. Escalation rule notifications can now be sent to a specific specialist's e-mail. A bug that, under certain circumstances, mis-calculated escalation time for certain service calendars has been fixed.

Online help: http://systemsmanagementondemand.com/help/tsm-help/Content/admin.html#admin_helpdesk
FIRST CALL RESOLUTION - ABILITY TO TRACK AND REPORT ON FIRST CALL RESOULTION
We have added the ability to track and report First Call Resolution to the Help Desk. Tickets that are opened and closed on first call can now be detected. Any ticket that is resolved without recording any change history will show in the ticket as closed on first call. We have also provided a report that will show which tickets have met this criterion.
FIRST CALL CLOSED AND HISTORY REPORT - PROBLEM WITH FIRST CALL CLOSED NOT DISPLAYING IN HISTORY REPORT
An issue was reported where tickets that had been opened and closed without generating any Change History were not appearing in the Recent Ticket History report. We implemented a fix and this situation should be corrected.
CSC (CUSTOMER SERVICE CENTER) - BRANDING THE CSC
We have provided the ability for companies to upload a graphic that can be used to custom brand the CSC. This would make the CSC appear as the company's own internal Service Desk to the end users.
CSC BULLETINS - BULLETIN AND TICKET PUBLISHING IN CSC
We have added the ability to create Bulletin-like notices that can be posted to the CSC. These bulletins will alert end-users to outages and other important information specialist would like to communicate. It is also possible to post a ticket's subject line as a bulletin simply by checking a check box in a help desk ticket. When the ticket is closed, the bulletin will automatically be removed.

Online help: Displaying bulletins in the CSC - Click for training video and

Displaying a Help Desk ticket in the CSC - Click for training video
HELP DESK SURVEYS - NUMBER OF QUESTIONS IN CUSTOMER SURVEY EXPANDED
We have increased the number of questions that can be part of the customer survey from one to five. These questions will continue to be a rating response. We have also increased the size of the free-text comment field to 1000 characters with the capability for the entire comment for each response to be included in reports.

Online help: Click for training video
ADVANCED SEARCH - UI CHANGES TO THE TICKET ADVANCED SEARCH
We have made a UI related changes to the Problem Ticket Advanced Search page. We have moved the Search Buttons for Assets, End-User, and Categories from the right side of the page and located them adjacent to the items they correspond to.
PROBLEM TICKET - INCREASED THE SIZE OF DESCRIPTION, SOLUTION, AND WORK HISTORY FIELDS
We have increased the physical size of the UI boxes in which you enter Description, Solution, and Work History. This should allow for easier reading of longer entries.
PROBLEM TICKET - MADE SUBJECT, DESCRIPTION, AND SOLUTION ENTRY DIALOGS MOVEABLE
We have made the Subject, Description, and Solution entry dialog boxes movable on the page. Previously, these dialog boxes were anchored to the page. This will provide more flexibility to suit different work processes.
TASKS - TASK DESCRIPTION DISPLAY IN TAB
We have made a change to the UI layout under the Task tab to allow for the display of the Task Description field. Previously we would only display the Task Name. You would have to drill in to the Edit dialog in order to read the Description.
SEVERITY FILTER - SEVERAL CHANGES TO SYSTEMS WITH MISSING BULLETIN REPORT
Specialists who go to the Patch tab will now find that the default view is the Systems With Missing Bulletins report. Two changes have also been made to the report. We have moved the Severity filter from the optional filter section to the Current filter section. We have also set the default value for this filter to exclude bulletins that the customer has set to Clear.

What's Coming:

Below are some of the enhancements that are currently in development and which we will ship in future releases. The estimated release provided is our best approximation of when the enhancement will ship and is subject to change. Please check back periodically for updates.

Release Browser Support
Jan We will formally support Internet Explorer 8 when it releases later this year. Any issues discovered after the public release of IE8 will be addressed via patch or as part of the January release of TriActive Systems Manager. Prior to reporting issues, please feel free to review the known issues document posted on the Support Center at the following link: Known Issues.

NOTE: As we add product support for IE8, we will be discontinuing bug fixes for IE6. Please feel free to contact customer support if you have concerns about this change.

Release Community
Jan We will be adding an Install/Uninstall distribution package for SpyBot SD 1.6.0 to the community.
Jan We will be adding an Install/Uninstall distribution package for Microsoft Windows Defender to the community.

Release Custom Fields
Jan/Mar We will be adding many customizable fields to numerous parts of the product. Areas of the product that will get additional customizable fields include; End-Users, Specialists, Assets, Fixed Assets, Asset Groups, and Help Desk.

Release Database
Jan We are in the process of rolling out additional database infrastructure that will facilitate partitioning of databases for load balancing performance. This will result in better help desk performance.

Release Downcall Server (DCS) 2.0 (Beta)
Jan With DCS 1.0, a delegate is required to initiate on-demand operations from Systems Manager and each MicroAgent is bound to a single delegate at install time. If the MicroAgent is connected to the Internet (outside the corporate network) it will pick up software delivery and patch management tasks once an hour, but not remote control (can only be remote controlled with interactive mode - end-user initiated). With DCS 2.0 a number of new and interesting capabilities become available. When mobile, the MicroAgent will register every 30 seconds, allowing Systems Manager to take remote control and perform operations more quickly. Additionally, the MicroAgent will be given a list of multiple delegates they can potentially connect with, including the NOC directly if necessary. These new capabilities will significantly enhance real-time connectivity and scalability for both LAN-connected and disconnected systems.

Release Help Desk / Customer Service Center (CSC)
Jan/Mar Improved e-mail handling will allow automate the addition of e-mail contents to ticket history as well as allow end-users to respond to notifications and other e-mail associated with tickets and automatically update ticket history with the response.
Jan/Mar We will be providing a new Admin capability of customizing the Help Desk notification e-mails.
Jan/Mar We will be adding an area to the CSC that will allow for the display of knowledgebase articles. This will provide end-users with proactive information that should reduce the creation of Help Desk tickets.
Jan/Mar When a ticket or incident has attachments associated with it, we will be adding a numeric value to the Attachments tab to visually indicate that the ticket/incident has attachments.
Jan/Mar We will be providing new functionality that will allow specialists to delete attachments from Help Desk problem tickets.
Jan/Mar We will be providing a way for customers to customize the icon used for the MA systray icon.

Release Intel vPro/AMT (Beta)
Jan/Mar We have released the initial Intel vPro/AMT beta functionality. Details can be found in the What's New section above. In the next couple of releases we will be working on additional functionality to support the Intel vPro/AMT platform. We will be adding the ability to conduct out-of-band discovery, conduct out-of-band inventory, read and send up AMT log files, and providing encrypted support for serial over LAN. All this management functionality will be launched and run from the System Manager portal.

Release Internationalization
Jan Upgrading the MicroAgent™ hardware inventory scanner to support double byte characters for system, last logged on user, and end user names.

Release Remote Control
Jan/Mar We are modifying LAN remote control to allow companies the option to load and run a persistent VNC process on each managed system in their environment. Doing this will allow specialists to launch remote control sessions on target systems without dependence on an active downcall delegate session.

Release Reports
Jan/Mar We are working on enhanced Adobe software reports. These reports will compensate for data retained in the MSI database after successful upgrades or uninstalls that indicate a company has more Adobe products installed than they actually do.
Jan/Mar We will be adding the ability to schedule the running of reports. This will enable customers to run reports on a schedule and mail those reports to set recipients.
Jan/Mar We will be adding Hard Drive Model and Size to the Computer data type.
Jan/Mar We will be adding Domain and Namespace to the Computer data type.
Jan/Mar We will be adding Department and Location to the Duplicate Installs by Title report and the Software Title data type.

Release Software Distribution
Jan/Mar We will be adding a "Run As" capability to software packages. This will give an install the ability to populate necessary data in areas of the registry currently unavailable.