versaSRS HelpDesk 4.0.0
Release Date: Early May 2008
- versaSRS HelpDesk now available in 4 EDITIONS:
- Community Edition
- Standard Edition
- Professional Edition
- Enterprise Edition
- New licensing and modules model
- All-inclusive CRM system (versaCRM) which includes:
- Contacts module
- Organisations module
- Ability to define multiple addresses and organisations against a contact
- Ability to define multiple addresses and contacts against an organisation
- Store photo or business card image against contact record
- versaSRS data views include:
- View individual contact assets
- View all assets for all contacts in an organisation
- View individual contact calls
- View all calls for all contacts in an organisation
- View individual contact communications
- View all communications for all contacts in an organisation
- Inbound email to versaSRS HelpDesk queue performs auto-lookup against CRM contact records and auto-populates client details section of call screen
- Contracts Management module (part of versaCRM) (included free in Professional Edition and Enterprise Edition)
- Application support for Record Archive module (desktop application) + Archive Viewer (web application)
- RSS support for Knowledge Base articles
- Knowledge Base article to Knowledge Base article linking
- Asset Search module extended to include additional search fields
- Printer Friendly view extended to include additional call type and billing data
- Call Summary view extended to include additional call type and billing data
- New Call Update type of ‘Meeting’ added
- Ability to assign Call Watcher(s) through the call Details and Call Update screens
- versaSRS – System Management Console (versaSRS-SMC) extended to include additional application settings
- Ability to enforce a closure type when closing a call (set through application settings using versaSRS-SMC)
- Extension of system tags to include “Billing” components for use in email communications and system templates
- Last User Access now recorded against System Users record (in database)
- Ability to open associated call directly from the Task Screen and also through the Task List from the ‘My Home’ Dashboard
- Ability to set ‘Remember Last Window Position’ option
- Addition of tick box field on Call Update Screen to flag “Consider for Review”
versaSRS HelpDesk 3.3.0
Release Date: 15 June 2007
- New Look - versaSRS HelpDesk V3.3.0 now with new Microsoft Office 2007 skin.
- Call List Status Filtering - Status Radio Buttons replaced with drop-down list selection; allowing for additional status types to be added in future releases.
- Queue Selection - is now driven through Queue drop-down list in main application screen, replacing the View Menu option.
- Queue Manage - Enable versaCAT Access Option - indicate if Calls in Queue are visible to end-users/customer through versaCAT.
- MY HOME - Extended to include new views and stats.
- MY HOME - Task Lists now supports paging.
- MY TASKS - A Call can now be opened directly from a Task which is listed in the 'View>My Tasks' area by clicking the Telephone Icon in the task list.
- Contacts Module Extension - A new 'CRM Style' System Wide View for system registered contacts has been extended to the Contacts Module. This enables a System Operator to view all tickets, in all Queues, against a system registered contacts.
- Tasks - The Tasks module of the system has been fully extended to allow for independent communication, correspondence and task updates in their own right.
- Task Templates - Tasks can now be stored as Templates and can be applied to Calls manually or via Call Scheduling.
- Call List - Right-Click Menu - The Right-Click Menu on Calls in the Call List has been extended to include Reply (Reply to Call Logged Entry) & Reply To Recent (Reply to most Recent Email Update).
- Update Type - New Update Type of 'Telephone Call' added.
- Closure Type - A New field of 'Closure Type' has been added to the Update screen to qualify call closures. Closure Type drop-down selection list managed through the 'Administrator>System Tools>Manage System Tables' area.
- Audit Logs - Right-Click on Audit Logs Menu Features have been significantly extended system wide.
- Audit Logs - Right-Click on Audit Log, select 'Create Task', will create a Task against the Case based on the audit log entry selected.
- Audit Logs - Paging Support for Audit Logs added.
- Audit Logs - Audit Logs display list can be maximized by double-clicking.
- Call Scheduling - Call Templates used for scheduled call creation can now include Call Tasks and Call Forms.
- Knowledge Base - Now supports attachments against Knowledge Base Articles.
- Knowledge Base - Now supports Public Access publishing criteria.
- Knowledge Base - Ability to create relationships between Knowledge Base articles and Calls.
- Hot News Manage - Enable Public Access Option - Indicate if Hot News Articles are visible to end-users/customer through versaCAT.
- Routing Rules Engine - This module has been enhanced and extended.
versaSRS HelpDesk 3.2.3
Release Date: Late July 2006
- NEW 'MY HOME' Dashboard - New My Home Dashboard View provides System Operators with the ability to quickly view a range of Call Based Statistics relating to the Calls assigned to them (similar to Outlook Today Dashboard in MS Outlook).
- Replacement of Application Config File and Registry Settings - versaSRS HelpDesk now stores all Application Configuration and Registry Based Settings within the versaSRS HelpDesk Database. This has removed the need for the previously required Web.Config File and Registry Settings on the Application Server.
- Manage System Tables - Ability to manage many of the system tables which drive lists and selections - directly through the application (Administrator > System Tools > Manage System Tables - Menu Option). No more database back-end changes/hacks required.
- Actions Renamed to Tasks - All references to Actions (calls that have associated Actions against them) throughout the application, have now been renamed to 'Tasks'. This provides greater System Operator understanding of what the term and function means - as many people didn't understand what an Action against a call was :)
- Task Templates - Addition of Task Templates. Similar to Call Templates, allows Operators to quickly and easily create Tasks against a Call based on a pre-defined Task Template. Also includes the ability to send to the Task Assignee any associated Attachments that are part of the Task, as well as the standard Notification Email.
- My Tasks - Addition of a 'My Tasks' View Menu option (similar to 'My Calls').
- Comprehensive Attachment Handling - Ability to include or add Attachments are now supported throughout many areas of the application - specifically in Tasks.
- Resolution Type - When performing a Call Update, if System Operators set the Status to "Closed" or "Resolve and Close", they will also be able to define a 'Resolution Type' - great for Reporting and Closure Metrics and assisting your business define the methods of closure for calls.
- Document Manager System / Library - versaSRS HelpDesk will now include its own Document Management Manager / Library for storing Documents centrally, accessible by all users of the system - great option for organizations who do not have or require a Document Management System.
- Knowledge Base - More Feature Rich Publishing Markup has now been included in the Knowledge Base module, together with the ability to specify exactly which sections are published, as well as the ability to define if the KB article should be for internal or public access only. Plus the ability to include document attachments as part of the KB article.
- Knowledge Base Searching - Now supports Full-Text Indexing to improve Knowledge Base search times.
- Parent / Child Linking - Ability to Break the Link between Parent & Child Calls through the LINKS Tab.
- Pause Auto-Refresh - New Main Application Interface change to allow System Operators the ability to Pause the Auto Refresh of the Main Calls List, providing a static view when required.
- Out-bound Email Call/Ticket Number Definition - Ability to define a Prefix and or Suffix to the out-bound email subject number.
- In-bound Email Address to Queue Mapping - Extension to the versaSRS HelpDesk MailIn Services to interogate not only the To; field, but also the Cc; and Bcc; fields. Allowing for tickets/calls to be created if the Primary Queue Email Address has been included in the Cc; and/or Bcc; fields.
- System Info Extension - The Administrator > System Tools > System Info panel has been extended to now include the ability to Reload the Global Settings and Spell Checking Lexicon File.
- Forms Extension - Ability to include pre-defined Forms against Scheduled Call Templates.
- Customer Survey Link Insertion - Used in conjunction with the versaSurvey Module, Operators will have the ability to insert a Survey Link into an email - enabling cusomters the ability to complete an online survey.
- Custom Keyword Routing - For in-bound email call logging, ability to define keywords or phrases which will be looked for in the in-bound email FROM: , TO: and/or Subject field of the email --> If found will route to specific Queue and log the call automatically, and optionally set the Queue, Skill Group, User (Owner), Key 1,2,3, Priority, Call Type, etc.
versaSRS HelpDesk 3.2.2
Features
- Microsoft CRM 1.2 Integration - Integration of versaSRS Contact modules with Microsoft CRM.
- versaCRM - Integration of versaSRS Assets with versaCRM.
- NEW Knowledge Base Module - Release of a completely New Knowledge Base Module, for richer and easier Knowledge Base Article authoring and presentation.
- NEW Forms Module - Release of a completely New Forms Module to take over from the existing Checklists Module - allowing for full and complete authoring and management of Forms, which can then be used for capturing business process information. Great for questions, product selections, phone based workflow responses, surveys, etc.
- NEW Assets Module - Release of a completely New Assets Module to take over from the existing Assets Module - allowing for more detailed and comprehensive capture of asset related information, including software audit control, Hardware control, and automatic logging of tickets/calls into versaSRS using Exception Rules*. Optional ability to connect to Microsoft Systems Management Server (SMS)*
*Conditions Apply.
- Operator Prompts - Ability to define Custom Operator Prompts based on Call Classifications selections.
- Key Copy - Ability to Copy Queue set Keys from one Queue to another.
- Time Shift - Ability to Time Shift Calls based on settings defined under the Queue Properties - Great for companies that have workforces operating in different time zones.
- Apply Default Skill Group and User - Ability to define a Default Skill Group and System User within the General Settings Tab of a Queue. This will allow for automatic assignment of a Skill Group and applicable user when a call is logged via email or when logged manually.
- Stalled Calls - Visual Strike Through on date for call with update type set to Stalled.
- Attachments - Visual indicator against call update screen to show that there are Attachments (like Microsoft Outlook).
- Comments on Close - Ability to disallow and therefore Force Comments against a call before closure of a call, when update type is set to Resolve & Close.
- Negative Visual Alerts - Ability to define negative visual alerts, i.e. negative minute values which drive appropriate colour in calls list.
- Unread Email Indicator - Addition of an unread email count next to the Queue.
- Email Audit Log Unread - Added support for the ability to mark an Email Audit Log entry as unread - allowing for visual notification and action by another user.
- Audit Log Resend - Ability to resend any audit log item - to respawn system processes or notifications.
- Call Counts - Support for Call Counts to be displayed against Skill Groups as well as Queues.
- WYSIWYG Editor - Easy authoring of Queue Templates using inbuilt WYSIWYG Editor.
- SMTP Port - Ability to define your own SMTP Port to use.
versaSRS HelpDesk 3.2.1
Enhancements
- VIP Tag - Added the ability to define a VIP Tag. If the text defined by this tag is found within the Username field of the Primary /
Secondary requestor Username field, the Requestor(s) name will be displayed in bold for the Call within the Queue Call list. In addition,
the colour of this text can be defined via the system.
- Call Templates - If a template field is set to [IGNORE] the field will not be updated when applying the template.
- Call Update - CRTL + ENTER can now be used to submit a Call Update.
- Call Update - Attachments can now be added from the corresponding Call's attachments as well as from the file system.
- Call Logging - The Call Update Billing tab is now also available via the Call Logging screen.
- Call Logging - Added support for custom lookup lists. When double clicking on any of the Primary / Secondary Requestor fields, the operator is presented with
a managed list for the respective field. The lists are managed via the system's administration tools.
- versaCAT - An administration tool has been added to manage versaCAT users.
- System Labels - An administration tool has been added to manage System Labels.
- Update Types - Addition of a new Update Type - Telephone Call.
- ESMTP Support - Added support for ESTMP.
Bug Fixes
- Call Filtering - Changing Queue after a key has been selected does not return any calls: the system attempts to apply an invalid key filter
even though the filters have been reset. This problem has now been corrected.
versaSRS HelpDesk 3.2.0
Enhancements
- versaCRM. Added system wide support for versaCRM managed contacts. This enhancement requires versaCRM - contact us for further information.
- Stop The Clock. When a stalled call is reopened, the Due Date is recalculated (pushed out) based on the elapsed time the call was stalled. Note: stalled calls are no longer displayed as overdue. However the visual alert is still calculated based on the current Due Date.
- Spell Checking (beta). Spell checking (new icon) added to the Call Update window and Manage Update Templates authoring module.
- New Insert Icons. New Insert Icons (rule, date, time) added to the Call Update window and Manage Update Templates authoring module.
Bug Fixes
- Filtering calls via keys. If more than one page of results is returned, a list of available calls is not displayed when moving to the next page.
- Cloning Calls. When cloning a Call, the Logged By field indicates the Person that logged the Parent Call and not the Operator that cloned the Call. However, when the Call is saved, the correct Logged By (Operator) is recorded. This display issue has been corrected.
- Manage User Details. User Type is now mandatory.
versaSRS HelpDesk 3.1.5
Enhancements
- Added Dormant to available Call Status. This allows a call to exist within the system and become active once it reaches the logged date.
- Properties Window added to Call Management screen. Provides access to additional call properties and the ability to set a call to Dormant by changing the logged date to a future date.
- Checklist Management: Administrators can now delete checklists.
- Checklists Associated With A Call: Operators can now remove a checklist from a call.
- Checklists can now be added when logging a new call.
- Added a new Update Type, Confidential Comments. Allows comments to be recorded against a call that will never be exposed to the requestor via VersaCAT.
- Call Management: Added a new tab, Alert History. The Alert History tab displays Due Date / Est Sol Date Alerts, Call Escalations, Action Escalations and Call Assignment Alerts.
- Call Links Icon is now displayed against a call if the call is a child of another.
- Assignment Alert Comments are now available to the Assignment Alert Notification email via the template tag [ASSIGNMENTALERTCOMMENTS].
- If either the Due Date or Priority of a Call is changed, a Due Date / Priority Change Notification will be sent to the Requestor(s) defined by the Due Date / Priority Change Notification template of the Queue. The operator will be prompted to include comments that are available to this template via the template tag [DUEDATECHANGEDCOMMENTS].
- Introduced the Reading Pane. The Reading Pane displays details of the Call when selected from the Calls window. This feature is optional.
- Introduced right-click menus within the Calls window. This replaces the icon buttons used to manage the Call. This feature is optional.
- Enhancements have been made to the Queue Manager to improve the process when managing system Queues.
- Contacts Module has been updated to allow Unmanaged Contacts to be deleted.
- Extended the system to support New Call Watchers. Based on the Queue Watcher template, this feature allows Administrators to define an email distribution list that will receive a notification email when a New Call is logged.
- Contacts Module: Additional fields are now available when creating an Unmanaged Contact. The number of fields is now consistent with the Call Management / Client Details tab.
- Full Requestor contact details can now be determined when a new call is logged via email. The contact details are determined by the Requestor's email address. The email address is used to query the Contacts Module and if a single match is found, contact details are returned. This information can then be recorded against the call.
Bug Fixes
- Call Templates: When creating a new call template, changing the priority attempts to change the Due Date. This is not applicable for a template.
- Managing Reports: If the report type is not set, the operator is unable to edit the report.
- Call Management: A javascript error occurs when assigning a call to a Queue that does not contain any Skill Groups.
- web.config appSettings property, CurrentUserCalls: The number of calls is not displayed, as designed, when disabled. However, the number of calls is still being determined and is therefore performing unnecessary processing.
- Call Management: When deleting attachments, the prompt to delete attachments displays the wrong filename, but the selected file is deleted.
- Contacts Module: The default mapping of the Contacts Module is inconsistent with the default system labels.
- Call Management: The Tertiary key is not be applied correctly when applying a Call Template.
- Checklists: Error generated when creating a new topic without a question.
- Queue Management: Unable to set Due Date Settings when creating a new Queue.