Help Desk and PC Inventory Software by Gritware
 
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ID 1074

INFO: What's New in Web Tracks 2014 (9.20)

Description
General

A Menu Settings Editor has been added to the Admin section. This allows you to change the main menu’s icons, text, tool tips, visibility, and order of appearance.

Added bread crumbs for easier navigation.

User ID’s in drop down lists are now formatted to show the users full name and the user ID in parentheses (e.g., the User ID, jdoe will now show as “John Doe (jdoe)”

The behavior of remembering the last user id for the sign in screen can now be turned off in application settings.

The Admin—Application Settings form has been reorganized.

Session State Mode now supports ‘State Server’ and ‘SQL Server’. The default session mode is still ‘In Process’.

Added new theme 'Metropolis Blue'.

Added dashboard object text variables %CNT_OPEN_TICKETS_UNASSIGNED%, %CNT_CLOSED_TICKETS_UNASSIGNED%, %CNT_PENDING_TICKETS_UNASSIGNED%

Exporting lists now suggests a more appropriate filename (e.g., exporting the computer list to Microsoft Excel will now suggest computers.xls)

More user friendly handling of error 'response.redirect cannot be called in a page callback’. In addition these errors are now logged.

Dynamic date filters now include 'Tomorrow', 'Next Week', 'Next Month', 'Next Quarter', and 'Next Year'. These and other dynamic filter choices are now noted on the report and graph filter for easy reference.

Added Dynamic filters “UserID” and “UsersTechGroups” which correspond to the ID of the signed in user and the list of tech groups to which the signed-in user is a member. This allows you to create reports and graphs that filter differently depending on who is signed-in.

Dynamic filters choices now work with the ‘Not In’ operator (in addition to the ‘In’ operator).

Added Compact/Repair feature for MS Access databases in the database maintenance section.

An asynchronous Email option has been added. When turned on email is delegated to a background process. This makes the UI more responsive to users when working with service desk tickets.

Added built-in support for TLS encryption for SMTP outgoing mail (Office 365 support).

HELP DESK

Technician Groups – Help desk tickets can now be assigned to more than one technician by way of technician groups. By default there is an ‘All Technicians’ group as well as a personal group for each technician in the database. You can also set a default group. This way when tickets enter the system they are always assigned to a tech group.

‘My Tickets Filter’ – In the help desk list view, technicians with ‘normal’ or higher access levels will see a pre filter icon which can toggle between ‘My Tickets’, ‘All Tickets’, and ‘Not My Tickets’.

An option has been added to allow end-users the ability to select related computers, peripherals, and software when submitting help desk requests. The tab page on which the related equipment appears is also configurable.

Columns in the related asset tables can be modified using the field chooser interface. Admins can save a custom view for end-users (if you choose to allow them to add their assets).

A quick filter option has been added when selecting related computers or peripherals. The filter defaults to show only equipment assigned to the requester of the ticket.

The comments list within the help desk ticket now remembers its sort order.

‘Last Comment Date’ is now an available column in the service desk list view.

The option to “Suggest the technician as the Requester when technicians are creating new tickets” has been added. Previously Web Tracks always behaved in this manner. Unchecking this option now forces technicians to select a requester when creating new tickets. This can be turned on or off in Admin—Application Settings.

Added an email option to notify technicians when they have been unassigned from a ticket. This setting is available in Admin – Configure Email Settings.

EMAIL-TO-TICKET CONVERTER

The Email-To-Ticket converter now has an option to use the original subject from a ticket when sending replies. For example, if a user sends an email with the subject “I need help”. Emails sent relating to this ticket will reply with the subject “RE: I need help 2244” where 2244 is the ticket number.

If emails are forwarded to the Email-To-Ticket converter reply separators are now ignored so the entire email can be included as a comment within the related ticket.

An option has been added to restrict replies processed by the email-to-ticket to Technicians and the Requester of the Ticket.

Added a Search Scope value for Email to Ticket Rules. Your rules may now search the Sender’s Email Address, Subject, Body, or All Fields.

INVENTORY

In the Software List, the number of 'Computers Allocated' is now an available column choice.

PURCHASING

Increased maximum lines on a purchase order from 30 to 90

BUG FIXES

The Send & Close button for technicians is now disabled after it is clicked. This prevents duplicate emails from being sent when the button is clicked more than once.

Displaying the field ‘Last Comment’ in end-users grid now properly filters out private technician comments.

Changing the ticket status from the right-click context menu now properly modifies the "Resolved On" date for tickets that changed from Open/Pending to Closed, or from Closed to Open/Pending.

The “Resolved On” date is now populated when an end-user closes a ticket.

When the ticket list refreshes it now retains a consistent sort order when sorted on a non-unique field.

Context menu actions now properly deselect affected rows after performing actions that cause rows to be filtered from the view.

Clearing Pre Body comments when sending a manual email no longer causes an error.

Ticket Type Assigned in the Email-To-Ticket converter rules field now accepts Ticket Types with names greater than 20 characters.

The Self-Notify setting in Email Options now only applies to technicians. Previously this applied to all users which overrode the end-user settings (“Email requester when ticket is created” and “Email requester when ticket is updated”).

UPGRADE NOTES

Web Tracks 2014 requires version 4 or 4.5 of the .NET Framework. If this is not already present on the computer the installer will install version 4.0 as a prerequisite.

Web Tracks 2014 requires "Visual C++ 2010 x86 Redistributable". If not already present on the computer the installer will install it as a prerequisite.

Database schema will be updated to 9.20. You should create a backup copy of your database before this update.

THIS MAJOR UPDATE REQUIRES A NEW REGISTRATION KEY. IF YOUR MAINTENANCE IS CURRENT PLEASE SEND AN EMAIL TO SUPPORT@GRITWARE.COM TO REQUEST AN UPDATED KEY (include the company name to which the product is registered).


Date: Friday, October 17, 2014

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