| Release |
Help Desk / Customer Service Center (CSC) |
| May |
We have overhauled Service Level Agreement (SLA) reporting. SLA is still considered beta. If you are a heavy user of resolved status or stop the clock when status is pending you should wait for a patch or the July release. Attend FREE weekly training to learn more. The administrator must opt-in to enable SLA and is able to define two SLAs: 1) initial response and 2) resolution for severity and/or priority. The help desk UI will display a SLA status [dual] icon in the header and a new SLA tab has been added to the right hand display. The SLA status [dual] icon is displayed in my tickets, etc. The SLA information is available in ticket reports and a new SLA Summary report has been added under Help Desk >> Ticket menu. |
| May |
We require specialist to specify /addhistory or /ah to address out-of-office email loop condition. |
| May |
End users can now collapse 'Contact Information' in the CSC to regain real-estate (space). |
| May |
We added additional macros for email templates: specialist contact info, etc. |
| May |
We allow for an "OR" search in the Subject and Description fields on Advanced Search. |
| May |
We increased the text box size for Subject and Description in the CSC. |
| May |
We support making a sub-category (level) mandatory for the CSC and help desk ticket UI. |
| Jul |
We will enable the administrator to specify what categories and sub-categories are displayed in the CSC. |
| Jul |
We will add an option to allow the end user to close [their] ticket in the CSC. |
| Jul |
We will add an email macros for explanation, solution, full work history to (appropriate) email templates.
|
| Jul |
We will add an email template and End User Survey template.
|
| Jul |
We will add email template for Escalation Rule notifications.
|
| Jul |
We will make KB Article Textboxes Bigger/Re-sizeable & View Attachment
|
| Jul |
The administrator will be able to select the option to change ticket status from pending to open when work history is added to the ticket, i.e., when an end user replies to the ticket the status of the ticket will change from pending to open making the ticket more visible to the specialist. The administrator must opt-in for this feature.
|
| Jul |
The administrator will be able to suppress sending an end user survey when the end user associated with a ticket is a specialist. The administrator must opt-in for this feature.
|
| Jul |
The administrator will be able to control add work history via email reply as follows: end user only; any end user; anyone with email domain; and anyone. The default value is any end user (the current behavior). The administrator must opt-in for this feature.
|
| Jul |
When you forget to (select the) 'add' work history (button) before saving a ticket you will be prompted (reminded) to add the work history.
|
| Jul |
Several ticket UI performance enhancements are planned for the July release. Some will eliminate the repainting of the ticket (in the left window) when the right window is being updated.
|
| Jul |
We will eliminate incidents and incorporate the feature set in tickets. Specifically, a specialist will be able to associate tickets with one another in a parent-child relationship. The specialist will have the option of copying the work history to any associated tickets. For example, if a parent ticket has 20 child tickets and work history and email notification (if enabled) will go to all the end users associated with the child tickets. If a parent ticket is closed, all associated child tickets will be closed and the solution copied to the ticket. We will add parent ticket to the ticket report, which will allow the specialist to hyperlink to the ticket. This will help specialist view and update parent-child relationships.
|
| Jul |
The ticket report will support batch operations, i.e., you can select multiple tickets in from a report result and perform the [same] operation across the selected tickets. Add work history, close ticket, and associate tickets will be the first operations to be supported.
|
| Jul |
Administrators and specialists will be able to create their own custom my ticket reports and make it the default report when they select the help desk tab.
|
| Jul |
We will support cc-list for end users and specialists. A specialist can optionally add a cc-list for end users and another one for specialist, which will effectively add the cc-list to the email notification. This will make it easier for specialist to keep other interested parties apprised of status without having to explicitly send email with each update of the ticket.
|
| Jul |
We will add Quick Search (expand text box to search ticket number or subject and description) to help desk toolbar.
|
| Jul |
We will add the ability to select the top level category for summary ticket report. |
| Jul |
We will add more custom fields to help desk for tickets. |
| Jul |
We will add Specialist, Pager, API, Chat, and IM to the Ticket Source dropdown list. We will add/include Chat and IM sourced tickets to the First Call Resolution report. |
| Jul |
We will extend the size of work history entries from 1900 bytes to unlimited. |
| Jul/Sep |
We will normalize the font used for bulletins and KB articles in the CSC.
|
| Jul/Sep |
We will extend the size of subject from 50 bytes to 100 bytes.
|
| Jul/Sep |
We will automatically search for an asset or end user when one or the other association with a ticket is changed.
|
| Jul/Sep |
We will allow you to control when/how resolution time is calculated, in particular when status is set to resolved and/or closed. |
| Jul/Sep |
We will automate asset search (option to bypassing) after associating an end user with a ticket.
|
| Jul/Sep |
We will add the option to disable Incorrect User in the CSC. |
| Sep |
We will provide the ability to create tickets (and associated tasks) on a schedule-basis. The schedule will reference a template ticket with the ability to control the assignee. FWIW, today administrators are using the email interface to create tickets on a schedule and/or in bulk. |
| Sep |
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. |
| Sep |
We will add email template for Workflow notifications. |
| Sep |
We will add SLA status in the aggregate help desk view in partner portal. |
| Sep |
We will add the option to control whether a ticket should be closed with open tasks or not. |
Nov |
Add the ability for the administrator to customize 'Ticket Source' and indicate whether the source should be included in the First Call Resolution report. |
| Sep/Nov |
We will support associating SLA with a service calendar. |
| Release |
Software & Patch Distribution |
| May |
We increased the NOC distribution package size to 1GB. |
| May |
We enhanced checkpoint recovery and retry for DCS 2.0 environments. |
| May |
For DCS 2.0 environments we improved responsiveness by 2000% percent for on-demand distribution to mobile PCs and remote offices (including SOHO). |
| May |
We improved WAN bandwidth utilization for environments with a large number of remote sites. |
| May |
We support multiple delegates with DCS 2.0 for distribution to partition the load in large campus environments, improve fan-out, and provide redundancy/higher availability in the customer environment. |
| May |
Changed "Not Applicable" message to "Patch Already Installed" when appropriate. |
| May |
We added several patch-related reports to the Community to help you track patch distribution and compliance. |
| May |
We introduced a new optional component called PC Recovery that captures the personality of a PC (user and system settings and personal files), which can then later be restored to the same PC. |
| Sep |
We will add MS bulletin name to the patch KB software title name to make it easier to report on installed patches. |
| Sep |
We will support specifying an exclusion group for software distribution, patch distribution, and patch auto-apply. |
| Sep |
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. |
| Sep |
We will support uploading the snapshot to the NOC, which can later be restored to another replacement PC. |
| Sep/Nov |
We are working with Microsoft to address anomalies with certain Windows Vista and Server 2008 patches. |