Systems Management On Demand | Bulletins

Product Roadmap (Updated 03-01-10):

Below is the list of enhancements planned. NOTE: Any estimated future release date is our best approximation and is subject to change. We will update the committed enhancement list two weeks prior to the next upcoming release. We recommend that you attend FREE Friday Live Training following a new release to learn more.

The enhancement request process: a partner/customer must submit an enhancement request ticket via the support center; all new enhancement requests are reviewed in a weekly Friday meeting; if the enhancement request is rejected the request is closed, otherwise the request is left in an open status; after each product release the enhancement list is reviewed for prioritization and if selected for the next release, is placed into a pending status and a change request is generated for development; the end user associated with the enhancement request will be notified of the pending status and target date; after the enhancement request is delivered the request is closed and the end user is invited to provide survey feedback.

There are three priorities of enhancement requests: few customer(s); all customers; and urgent (meaning the enhancement will fix an important issue that affects the service and all customers). The initial response SLA for an enhancement request is 14 days for urgent requests and 30 days for all other requests. NOTE: We prioritize enhancement requests that come from many customers over ones that come from a one or two. We appreciate your feedback.

Release Browser Support

Current Safari 4.0 is not officially supported, but works well in our testing. Please report issues via the support center. Thanks for your help.

Current Google Google Chrome 2 is not officially supported. Please report issues via the support center. Thanks for your help.

Q4.10 If you have not tried it, over 90% of the Systems Manager portal works with the iPhone. We will formerly support the iPhone browser and will create a CSC (Customer Service Center) and help desk ticket UI that is optimized for the iPhone.

Release Datacenter

Mar/Apr We are introducing a new [Root] datacenter to better handle the volume of new customers and to reduce the number of maintenance windows for [enterprise] customers. New evaluations/customers will be provisioned in Root. Root will be updated monthly, while the other datacenters will be updated only 3 or 4 times a year. New customers will be moved from Root to one of the other datacenters during a maintenance window. Production customers can create test portals on Root to get early access to new features and prepare for their roll-out. This new model Root & Production gives customers the best of both worlds: rapid development; and reliability/stability.

Release Help Desk / Customer Service Center (CSC)

Q2.10 We will add 'Custom Solution' to the ticket report data type.

Q2.10 We will add an option to "Open & Assign" to avoid collision when opening a ticket from a workgroup (only open/assign the ticket if the assignee is a workgroup), otherwise display a warning message and ask the specialist if they still want to open the ticket.

Q2.10 We will add the option to merge tickets when a collision is detected. If someone updates/saves the ticket while you are working on it, when you attempt to save the ticket you will be presented the option to merge your edits with the updated ticket.

Q2.10 We will prompt when the asset or end user [association] for a ticket is changed and offer to search for the associated end user or asset, respectively.

Q2.10 We will add support for in-your-face bulletins in the CSC.

Q2.10 We will add 'Chat' button to the end user tab that launches WinVNC chat. Also, support HTML URL for end user custom text field to allow the administrator to integrate other chat utilities using URL. For example, the administrator can add a custom text field called 'Chat' that contains URL of the end user's Yahoo Messenger ID so that a specialist can launch the appropriate chat tool. .

Q2.10 We will filter CSC content (CSC bulletins, ticket bulletins, KBs, categories, custom ticket fields, and custom end user fields) using the end user's department and/or location.

Q2.10 We will have EIHD search for out-of-office (OOO) indicator in first 200 characters of help desk email replies. Allow the administrator to control the list of search strings.

Q3.10 We will add find end user to the end user Cc-List widget, and display the ticket to the CSC (for end users on the Cc-List). FWIW, specialist use the end user report to find the end user and add their email address to the Cc-List.

Q3.10 We will allow you to control when/how resolution time is calculated, in particular when status is set to resolved and/or closed.

Q3.10 We will enhanced tasks including notification email. We will allow tasks to be assigned to end users. Pending and completed tasks will be displayed in the CSC (similar to tickets).

Q3.10 We will refresh approval workflow process and add options for requesting comments, sending status messages, and if no response how long to wait before sending a reminder and how long to wait before giving up and setting the state to not approved, and the action to take when a request is not approved.

Q3.10 We will add email template for Workflow notifications.

Q3.10 Add 'Search KB' text box to the KB article list, which opens the result in a new window. The administrator can control whether this option is made available to end users in the CSC.

Q4.10 We will support associating SLA with a service calendar.

Release Remote

Q2.10 LAN remote control will no longer require a delegate.

Q2.10 We will support specifying an exclusion group for remote control.

Q4.10 We will link PC Recovery with Intel vPro.

Release Asset & Customization

Q2.10 We will add support for file attachments to assets, end users, fixed assets, software licenses, etc.

Q2.10 We will provide the option to automatically add/update fixed asset records from network discovery.

Q3.10 We will expand discovery to import end user information from AD (active directory).

Release Reports

Q2.10 We will add 'Namespace', and 'Service/Vendor' to the Computer data type.

Q2.10 We will modify bulk update to operate on (update) individual fields.

Q3.10 We will deprecate the managed software report type.

Q4.10 We will provide a web service API that allows you to use your favorite reporting tool.

Release Software & Patch Distribution

Q2.10 We will add MS bulletin name to the patch KB software title name to make it easier to report on installed patches.

Q2.10 We will support specifying an exclusion group for software distribution, patch distribution, and patch auto-apply.

Q3.10 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.

Q4.10 We will support scheduling software distribution jobs on a recurrence basis.

Release [PC] Recovery

Q3.10 We will support uploading the snapshot to the NOC, which can later be restored to another replacement PC.

Q4.10 We will integrate recovery with Intel® vPro™.

Release Network and System Monitoring

Q2.10 We have use a separate IP address for network and system monitoring service.

Q4.10 We will add a more summary dashboard.

Q4.10 We will expand the local system health monitoring.

Release Apple Macintosh Agent

Q2.10 We will add support to do discovery and deployment (bulk install) of the Mac MicroAgent from the System Manager portal (similar to the Windows Platform).

Q2.10 We will expand the hardware and software inventory, and calculate primary user.

Q2.10 We will add support for [Web] Remote Control.

Q2.10 We will add a tray icon to access the Customer Support Center.

Q2.10 We will add support for distribution (similar to the Windows platform).

Q3.10 We will add support for patch.

Q4.10 We will support local system health monitoring (similar to the Windows platform).

Q4.10 We will add support for recovery (similar to the Windows platform).

Release Linux MicroAgent

Q2.10 We will release a MicroAgent for Unbuntu, SUSE, and Redhat.

Q2.10 We will release hardware and software inventory collectors.

Q2.10 We will add support to do discovery and deployment (bulk install) of the MicroAgent from the System Manager portal (similar to the Windows Platform).

Q2.10 We will add support for [Web] Remote Control.

Q2.10 We will add a tray icon to access the Customer Support Center.

Q2.10 We will add support for distribution (similar to the Windows platform).

Q4.10 We will support local system health monitoring (similar to the Windows platform).

Q4.10 We will add support for recovery (similar to the Windows platform).

Release MSP Partner Portal

TBD We will add Asset Summary reports.

Release Internationalization

TBD We will localize the MicroAgent dialogs and CSC for Russian.

TBD We will localize the MicroAgent dialogs and CSC for Japanese.

Release	Browser Support
Current	Safari 4.0 is not officially supported, but works well in our testing. Please report issues via the support center. Thanks for your help.
Current	Google Google Chrome 2 is not officially supported. Please report issues via the support center. Thanks for your help.
Q4.10	If you have not tried it, over 90% of the Systems Manager portal works with the iPhone. We will formerly support the iPhone browser and will create a CSC (Customer Service Center) and help desk ticket UI that is optimized for the iPhone.

Release	Help Desk / Customer Service Center (CSC)
Q2.10	We will add 'Custom Solution' to the ticket report data type.
Q2.10	We will add an option to "Open & Assign" to avoid collision when opening a ticket from a workgroup (only open/assign the ticket if the assignee is a workgroup), otherwise display a warning message and ask the specialist if they still want to open the ticket.
Q2.10	We will add the option to merge tickets when a collision is detected. If someone updates/saves the ticket while you are working on it, when you attempt to save the ticket you will be presented the option to merge your edits with the updated ticket.
Q2.10	We will prompt when the asset or end user [association] for a ticket is changed and offer to search for the associated end user or asset, respectively.
Q2.10	We will add support for in-your-face bulletins in the CSC.
Q2.10	We will add 'Chat' button to the end user tab that launches WinVNC chat. Also, support HTML URL for end user custom text field to allow the administrator to integrate other chat utilities using URL. For example, the administrator can add a custom text field called 'Chat' that contains URL of the end user's Yahoo Messenger ID so that a specialist can launch the appropriate chat tool. .
Q2.10	We will filter CSC content (CSC bulletins, ticket bulletins, KBs, categories, custom ticket fields, and custom end user fields) using the end user's department and/or location.
Q2.10	We will have EIHD search for out-of-office (OOO) indicator in first 200 characters of help desk email replies. Allow the administrator to control the list of search strings.
Q3.10	We will add find end user to the end user Cc-List widget, and display the ticket to the CSC (for end users on the Cc-List). FWIW, specialist use the end user report to find the end user and add their email address to the Cc-List.
Q3.10	We will allow you to control when/how resolution time is calculated, in particular when status is set to resolved and/or closed.
Q3.10	We will enhanced tasks including notification email. We will allow tasks to be assigned to end users. Pending and completed tasks will be displayed in the CSC (similar to tickets).
Q3.10	We will refresh approval workflow process and add options for requesting comments, sending status messages, and if no response how long to wait before sending a reminder and how long to wait before giving up and setting the state to not approved, and the action to take when a request is not approved.
Q3.10	We will add email template for Workflow notifications.
Q3.10	Add 'Search KB' text box to the KB article list, which opens the result in a new window. The administrator can control whether this option is made available to end users in the CSC.
Q4.10	We will support associating SLA with a service calendar.

Release	Remote
Q2.10	LAN remote control will no longer require a delegate.
Q2.10	We will support specifying an exclusion group for remote control.
Q4.10	We will link PC Recovery with Intel vPro.

Release	Asset & Customization
Q2.10	We will add support for file attachments to assets, end users, fixed assets, software licenses, etc.
Q2.10	We will provide the option to automatically add/update fixed asset records from network discovery.
Q3.10	We will expand discovery to import end user information from AD (active directory).

Release	Reports
Q2.10	We will add 'Namespace', and 'Service/Vendor' to the Computer data type.
Q2.10	We will modify bulk update to operate on (update) individual fields.
Q3.10	We will deprecate the managed software report type.
Q4.10	We will provide a web service API that allows you to use your favorite reporting tool.

Release	Software & Patch Distribution
Q2.10	We will add MS bulletin name to the patch KB software title name to make it easier to report on installed patches.
Q2.10	We will support specifying an exclusion group for software distribution, patch distribution, and patch auto-apply.
Q3.10	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.
Q4.10	We will support scheduling software distribution jobs on a recurrence basis.

Release	[PC] Recovery
Q3.10	We will support uploading the snapshot to the NOC, which can later be restored to another replacement PC.
Q4.10	We will integrate recovery with Intel® vPro™.

Release	Network and System Monitoring
Q2.10	We have use a separate IP address for network and system monitoring service.
Q4.10	We will add a more summary dashboard.
Q4.10	We will expand the local system health monitoring.

Release	Apple Macintosh Agent
Q2.10	We will add support to do discovery and deployment (bulk install) of the Mac MicroAgent from the System Manager portal (similar to the Windows Platform).
Q2.10	We will expand the hardware and software inventory, and calculate primary user.
Q2.10	We will add support for [Web] Remote Control.
Q2.10	We will add a tray icon to access the Customer Support Center.
Q2.10	We will add support for distribution (similar to the Windows platform).
Q3.10	We will add support for patch.
Q4.10	We will support local system health monitoring (similar to the Windows platform).
Q4.10	We will add support for recovery (similar to the Windows platform).

Release	Linux MicroAgent
Q2.10	We will release a MicroAgent for Unbuntu, SUSE, and Redhat.
Q2.10	We will release hardware and software inventory collectors.
Q2.10	We will add support to do discovery and deployment (bulk install) of the MicroAgent from the System Manager portal (similar to the Windows Platform).
Q2.10	We will add support for [Web] Remote Control.
Q2.10	We will add a tray icon to access the Customer Support Center.
Q2.10	We will add support for distribution (similar to the Windows platform).
Q4.10	We will support local system health monitoring (similar to the Windows platform).
Q4.10	We will add support for recovery (similar to the Windows platform).

Release	MSP Partner Portal
TBD	We will add Asset Summary reports.

Release	Internationalization
TBD	We will localize the MicroAgent dialogs and CSC for Russian.
TBD	We will localize the MicroAgent dialogs and CSC for Japanese.