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ID 1076

INFO: What's New in Web Tracks 2017 (9.30)

Description
MAJOR NEW FEATURES

SmartReply
Managing Help Desk tickets just got easier. SmartReply gives technicians the ability to update ticket fields by replying to emails. They can reassign tickets, change the priority, add work hours and much more simply by replying to emails with command text.

The command text is customizable and you can even include stub out commands (so the technician knows what they can update) in the original email body.

Department Heads
Users can now be designated as department heads. Department heads can see tickets submitted by others within their department. They can also comment on these tickets. Assigning someone as a department head does NOT require a named user license.

Automatic Report/Graph Delivery
Every Monday morning you can have a report on 'Open Help Desk Tickets' delivered right to your inbox. This can give you a quick glance of what lies ahead for you during the week.

This feature isn't limited to Service Desk reminders either. Any report or graph in Web Tracks can be setup for Auto Delivery. Want to know what warranties are expiring next month? It's simple, just create a report and schedule it to run - you know longer need to remember to run this report manually!

MINOR FEATURES

Ticket's created by the Email-To-Ticket converter will now note in the description of any users who were cc'd on the original request.

Electronic Document attachments associated with other records are now accessible to the related record. Previously one would need to open the the original document record and then switch to the attachments tab to see the detail. In addition previewable attachments such as image files now show a thumbnail preview just like when viewing other attached image documents.

Office 2013 and 2016 product keys (last 5 characters) are now stored on computer audits.

Assets that have an associatiated open Help Desk ticket now show up in a different color (color selection used is choosable in Admin--Application Settings).

Email-To-Ticket converter has been coded better to reduce the amount of whitespace when converting HTML emails to text. This should make ticket descriptions and comments more readable and require less scrolling.

Improved the reports for 'Pending Help Desk Tickets' and 'Open Help Desk Tickets' by joining them to the ticketStatus table. They now dynamically show all 'open types' and 'pending types' without having to moidfy the reports when new status types are added to the database. In addition both of these reports have been setup to Auto Deliver (you may modify these settings to suite your needs).

UPGRADE NOTES

Web Tracks 2017 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 2017 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 9.30. You should create a backup copy of your database before applying 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: Tuesday, April 04, 2017

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