| ID |
Features & Enhancements |
Release |
| 8770 |
Unified Request list view across Business Units:
- This list will have basic request fields and supports limited operations like Delete, Assign requests.
- Custom Views for All Business Units View.
|
2013 (Q2) |
| 9333 |
Account based Contact population in the Request form. Based on the Account selection, associated contacts will be listed in the Request form.
|
2013 (Q2) |
| 9625 |
Search Enhancements:
- Advanced search for Requests
- Products module support in Global Search.
|
2013 (Q2) |
| 9636 |
Linking Requests across Business Units
|
2013 (Q2) |
| 8767 |
Actual time spent on a Request by each Support Rep or Group.
If a Request is assigned to multiple Support Reps or Group, time spent by each Support Rep or Group will be displayed separately.
|
2013 (Q2) |
| 8769 |
Integrations - JIRA (Bug tracking software) |
2013 (Q2) |
| 8168 |
On Request reply:
Request will be auto assigned to the Support rep who first respond to the unassigned request.
On Request creation:
Request will be auto assigned to the Support Rep who created it.
|
2013 (Q3) |
| 6212 |
Log a call in different Business Units. (Business Unit list will be based on role permission.) |
2013 (Q3) |
| 8768 |
Different operational hours within a Business Unit for different days
Ability to support different support plans like 24 X 7, 24 X 5,..
|
2013 (Q3) |
| 9634 |
Survey Enhancements:
- Detailed criteria section to send Survey based on conditions
- Marking mandatory questions for survey
- Ignoring unanswered questions while calculation
- Sending survey in different languages.
|
2013 (Q3) |
| 9635 |
Solution Enhancements:
- Option for customers to provide ratings & comments about the solution article
- Importing solutions through XLS
- Reports based on the search topics on the portal.
|
2013 (Q4) |
| 8713 |
Link Requests
- Multiple Requests can be linked to a request. This helps to group similar requests
|
Completed
Build:7917 |
| 9309 |
Increasing the Request additional fields to 60 fields
|
Completed
Build:7917
|
| 7698 |
For Support Rep conversations, ‘Reply’ option will be available along with the Forward option |
Completed
Build:7913 |
| 4276 |
Business Rules Enhancements:
- Business Rules can be triggered based on Request creation/updation etc.
- Notifications can be triggered based on these actions.
|
Completed
Build:7913 |
| 8687 |
Conversation enhancements:
- Notes will be included as a part of Conversation list
- Option to show or hide the System Notifications
- Only a single list of conversations (no separate sections for “Contact Conversations” & “All Conversations”)
- Fold-Unfold Option for Conversations
- Actions like Reply, Forward, Split as New Request will be available on top of each conversation.
|
Completed
Build:7913
|
| 6417 |
Option to download attachments from Request list |
Completed
Build:7913
|
| 8725 |
Moving Requests
When request moved to a different business unit, further conversations will be added to its parent Request irrespective of the Business Unit it belongs.
Eg., A Request is available in Business Unit A and its moved to Business Unit B. Now if there is a reply to that Request, it will add the conversation to the parent Request in Business Unit B, instead of creating a new Request in Business Unit A.
|
Completed
Build:7913
|
| 8509 |
Customizable notification template for Notes addition |
Completed
Build:7912
|
| 8724 |
Request Elapsed time will be calculated when the status is set to 'Resolved', 'Closed' or any custom completed type status
Previous Design: Elapsed time is calculated only when the status is set to 'Closed' |
Completed
Build:7912 |
| 8175 |
Option to add a Note, while assigning a Request |
Completed
Build:7912 |
| 8740 |
Archiving Requests:
- Option to archive completed requests
- Ability to view & search archived requests.
|
Completed
Build:7912 |
