Release Notes (Build No. 7508 )

ManageEngine SupportCenter Plus 7.5 (Build No. 7508 ) release includes the following :

Enhancements

• Ability to define Response time based SLAs.
• Ability to define SLA actions (updating specific request fields) in addition to email escalations.
• Icons have been added in the Request List view page to indicate if the SLA response time has been breached/violated or the SLA resolution time is overdue.
• Log a call : An interface for the Support Rep or the Help Desk coordinator to quickly log a call for the caller. The Support Rep can search for the caller information and if the caller details are already available in the SupportCenter database, can log a call for the user. If the caller information is not available, then both the details of the caller and the request details can be added in the "First Call Report" form.
• Ability to configure and schedule data backup from the admin interface.
• Contact view page has a section that lists the recent requests from the selected contact.
• Account view page has a section that lists the recent requests from the contacts of the selected account.
• SIP User Login option for outgoing calls.
• Included an image in the help card section explaining the overview of how the mail configuration works and how it should be configured.
• Help for the icons displayed on the request list view page.
• Help text in the SLA configuration page, mentioning that all escalations times are calculated from the "Due By Time"

Issues fixed

General Issues
• In certain cases, scheduled reports stop working when edited.
• Contract does not take into consideration the last date (the end date) when applying contracts to requests
• When editing a request, the contract details are not refreshed & displayed properly.
• Once the outgoing mail server is configured with authentication, it is impossible to remove or disable the authetication.
• Request History displayed the additional date field as a long value
• Unable to email solutions using the option available at Solutions View Page -> Forward.
• Removing a Support Service from the Support Plan deletes the Support Plan.
• Support Reps with only Group based roles, were able to accsess requests belonging to other Groups
• Support Reps not filtered correctly based on assigned Group when creating a request template
• Script error when updating the information on the customer portal settings.
• Once a user is imported from Active Directory and deleted, re-importing from Active Directory does not work.
• Recent Items displayed the deleted entries & clicking on them led to a blank page.
• Account & contact additional fields not getting updated when editing from the request view page.
• In the Add New Request form, the product dropdown lists all products (does not adhere to the admin settings), if the contact is selected by clicking on the icon & searched, rather than typing.
• Issue with Business rules, when additional fields or the "Group" field are used in the criteria section.
• When a list of Support Services are selected when creating a Support Plan or Contract, the list changes when trying to edit
• Issue with saving SMS notifications.
• Missing time zone entries added to the list.
• Issues with outgoing calls using Asterisk corrected.
• The plus symbol on "Add New Announcement" & "Add New Task" links does not invoke the Add form
• In a new build, the default data containing the dummy user email ids removed.

Multilanguage Issues

• Unable to add new SLA - Link not working
• Japanese additional field names got garbled when migrating to 7.5 series.
• Garbling of characters in Japanese language - fixed in request attachments, solutions, time entry etc.
• "Stop mail fetching" option does not work in certain languages.
• Missing keys for internationalization included many languages.

Business Unit related issues

• When deleting a support rep from one business unit, the requests assigned to that support rep in another business unit is unassigned.
• The Support Rep roles are affected when the Business Unit option is turned on and then disabled later.
• The product listing is incorrectly displayed in the "Add New Request" form, when a contact belongs to multiple business units.
• When editing the request details using Bulk edit option in a newly created business unit, the requests become unassigned.
• When a business unit is disabled and an administrator tries to configure the notification sender address in the Notification Rules, a script error occurs.

Release Notes (Build No. 7507 )

ManageEngine SupportCenter Plus 7.5 (Build No. 7507 ) release includes the following :

Issues fixed

• Editor line spacing issues in IE - Fixed.
• Configuring the additional fields in one Business unit removes the additional field values of another Business Unit.
• Completed time is not reset when a email gets threaded to a closed request - Fixed

Release Notes (Build No. 7506)

ManageEngine SupportCenter Plus 7.5 (Build No. 7506 ) release includes the following :

Issues Fixed

• Issues with non-english pages - fixed.

Release Notes (Build No. 7505 )

Issues fixed

• Collation issue related to non-english mssql database identified & warned. The issue will be fixed through a backup & restore and then upgrade procedure.
• Deleting a sub account in turn deletes parent account

Changes

• In all list views, the maximum number of rows per page set to 100
• Custom Views are moved to the left of the page.
• The column list in the list views that are configured previously will not be retained & needs to be reconfigured.

Release Notes (Build No. 7504 )

Issues fixed

• Issue with the list view pages in languages other than English - Fixed
• Issue with some contacts not able to login - Fixed
• Search in non-english language not working - Fixed
• Some links in the non-english languages not working - Fixed

ManageEngine SupportCenter Plus 7.5 ReadMe

Welcome to ManageEngine SupportCenter Plus 7.5 ReadMe document. SupportCenter Plus is an easy-to-use, web-based customer support software that improves productivity and efficiency of your Support Team, thus lowering IT costs and administrative expenses.

This ReadMe is divided into the following sections:

1. Release Notes
2. Contact Information

Release Notes (Build No. 7503 )

ManageEngine SupportCenter Plus 7.5 (Build No. 7503 ) release includes the following :

Features

Business Units

• Ability to manage the customer support queries of multiple Business Units of an organization using the same installation of SupportCenter
• Ability to define different configuration like Category, Priority, Level, Custom Fields, Operational Hours, Holidays etc for each Business Unit

• A completely configurable web portal
• A fully redesigned admin configuration for better usability

• Ability to Support Reps to create reports for contacts
• Ability for Support Reps to share a single report to multiple accounts. When contact runs the report, the data that is returned is based on the account and also his own role (ordinary contact, primary contact etc)

• Users to register themselves from the customer portal
• Automatic validation to check the user email
• Option to enable Administrator approval in the process

• Asterisk Integration
• Ability to display the caller history & his requests to the Support Reps when a call lands on the line for Asterisk PBX

• Support for secured email fetching (POPS, IMAPS protocols with TLS enabled)
• Support for secured email sending (SMTPS with TLS enabled)
• Ability to configure multiple incoming email ids
• Enhanced option to search contact, account or contract information to create a request

• Custom views for all modules

• Ability to troubleshoot remote clients
• Share the desktop
• View remote desktop

User Management

• A user will be uniquely identified by his email address in all parts of the application.

• Option to automatically detect mail loops & mail storms and proactively prevent them.
• Ability to auto-cc own support team when a reply is sent.
• Account Manager field added to Time Entry Reports
• Ability to create reports based on Solutions
• Ability to show/hide the "Solutions" tab for the contacts.
• Ability for user to set timezone & datetime format preferences
• Option to search Request IDs directly and go to the Request directly
• Contract expiry related summary information in the Home page.
• Ability to import Account Manager using the Account/Contact Import CSV option.
• Option to view the number of mails to be fetched in the Mail server settings.

• Extra spacing in the editors fixed
• OutOfMemory when contact uses the reply option from the web portal
• Custom Views not working in the Russian version
• Option to delete CSV schedule.
• Email Fetching Issues
• Issue when editing the date in reports
• Email fetching thread stops after certain amount of time.
• To/Cc not displayed in the Request View Page when the contact
• Request Title was termed uniformly as "Subject" in all places
• Formatting Issue in displaying the contract services list in contracts
• Attachment icon in conversations missing.
• Custom Views filters based on text fields were case sensitive.
• Unwanted Javascripts that were loading is cleaned up.
• Formatting issue in Admin - Industry icon
• New custom filter screen loads the previous filter criteria
• Notifications, Business Rules & SLAs do not work when the contact logs a request without logging in (but provides his email)
• Formatting issues in displaying announcements fixed.
• In the Italian version, the issue wit the condition section of Business Rules.
• Issue of displaying the author of a solution to the contacts when viewing the solutions.
• Announcement set for a future date was being displayed to the contact.
• Wrong solution opened when clicking on the solution link.
• In Solutions, when two or more solutions have the inline images with the same name, the latest images overrides the others.

Contact Information

For any queries or product-related support, contact us at supportcenterplus-support@manageengine.com

For more information on SupportCenter Plus, visit http://www.supportcenterplus.com