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ReadMe 7944 (Released On: May 05, 2015)Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 11051 | User Roles - Advanced Permissions provided for Activities (Tasks & Events) module, Request Reply, Forward, Notes, Canned Responses, Products and Scheduled Reports |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 12653 | Request Tags - Delete option removed for Contacts | 2
| 12426 | Currency Value entered in Contract Total Cost is not displayed correctly | 3
| 12445 | Whenever Enter is pressed in the Request Time Entry Description, < BR > tag is displayed in the generated Time Spent Reports instead of a new line. | 4
| 12622 | Contact and Account mapping gets lost, when the Contact is associated to Sub Account and the request is created from Contact details view interface. | 5 | 12632 | Support Rep List is not properly rendered in SLA escalation form "Assign to Support Rep" option | 6 | 12637 | GetAccount API - does not return values for Account additional fields | 7 | 12638 | Request Reply window takes more time to load, when the request having huge number of conversations. |
ReadMe 7943 (Released On: March 31, 2015)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 12523 | Dashboards - Widgets "View All" data is maintained per session, even when the widget got refreshed
| 2
| 12621 | Option to exclude specific email addresses from sending any System Notifications to the excluded email addresses This setting is available in Admin → Global Settings → Application Settings → System Notification Settings >> Exclude Notifications
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 12399 | When the application is running in https mode, indexing is not proper
| 2
| 12498 | Unable to delete backup files from Scheduled Backup list when the status listed are “File not found” and “Failed” | 3
| 12586
| Request list refreshes and shows the first page of the list instead of the set pagination
| 4
| 12591
| Remote Assistance is not working, when SupportCenter Plus application server does not have internet access
|
ReadMe 7942 (Released On: Feb 25, 2015)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 9991 | Column Search and Column Customizer options are available in the left side of the list in Products Module | 2
| 12467 | "Clear all" notifications option provided in Notification popup | 3
| 12515 | Option to add inline Images in Request Resolution Editor in both Add and Edit Request interface | 4
| 12525 | Instant Refresh option for the Dashboard widgets |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 12172
| While creating a Report, Criteria Selector values were not showing (issue occurs when display language is set as Swedish Language) | 2
| 12210 | Contract Details section was not showing up in Request Print Preview | 3
| 12252 | Incoming mails with any Cc email address was blocked in Spam Filter, irrespective of the set condition | 4
| 12335 | Mail Configuration - Outgoing email address with Swedish characters not displaying correctly | 5
| 12349
| Error occurred while logging in to the application for Active Directory domain users in a specific use case | 6
| 12379 | In the User Survey form Welcome Message, Contact name has been removed. | 7
| 12398 | \n \r characters added in place of line breaks to the data when the MySQL installation is restored in PostgreSQL | 8
| 12406 | Vulnerability in “Forgot Password” option in Customer Portal has been fixed | 9
| 12431 | Option to enable or disable Remote Assistance | 10
| 12438 | Vulnerability while running Query Reports has been fixed
| 11
| 12470 | While import requests from XLS file, additional field values are not getting imported | 12
| 12503 | Unable to edit request from mobile client | 13
| 12504
| Caching issue in Reply window has been fixed | 14
| 12506 | While importing Support Reps from Active Directory, user entries are getting duplicated has been fixed | 15
| 12507 | Vulnerability with file attachments has been fixed | 16
| 12510 | To disable or enable Twitter Screen Name in the Request Template, Global configuration is available | 17
| 12517 | Sub Account list is not showing up, when the main Account contains special characters in tab "Account Info" of a request | 18
| 12524 | Canned Responses has been sorted alphabetically in Reply window | 19
| 12529
| When a mail was sent with the Group email, From address was replaced with the Main Outgoing email address instead of the Group From address |
ReadMe 7941 (Released On: Jan 22, 2015)
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 12429
| Vulnerability issue related to login page has been fixed
| 2
| 12387
| In Request Closing Rules, when Description field is marked as mandatory for closing the request, however it ignores the rule and ticket gets closed.
|
ReadMe 7940 (Released On: Jan 13, 2015)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 11245
| APIs for Accounts module
| 2
| 12411
| Report an Issue option provided in Support link
| 3
| 12244
| Making Group as Inactive - On deleting a Group when it is associated in a request, the Group will be made Inactive
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 10767
| Time format in Request Approval information and Reply Drafts is not showing in accordance with preferences of the logged-in Support Rep
| 2
| 12027
| When request is being submitted for approval, clicking on Cancel button sends the approval mail to chosen recipients. It is a specific issue only in Internet Explorer
| 3
| 12083
| Request duplicated information is not captured in the parent(source) request history
| 4
| 12128
| When, “Show Contract Information to Contacts” is disabled in Settings, that does not completely hide the Contract Info section for Contacts in Request> Account Info
| 5
| 12213
| Account Details initially displays 25 Contacts in the list. To view all the Contacts, option “Show all” link is provided.
| 6
| 12338
| On customising the Portal, when saved the Footer colour is not getting applied
| 7
| 12350
| Business Rule is not getting applied for requests, when “Hour since last updated” is selected and Status been set as “OnHold” (timer stopped requests)
| 8
| 12381
| Reset password link is showing as "null" in Password Reset Request email
| 9
| 12386
| Criteria section of Business Rule Additional Field (Pick list) does not allow input values, instead showing as System Defined Template
| 10
| 12268
| System was not sending Contract Hour(s) Left Notification when the Contract got subsequently updated
|
ReadMe 7939 (Released On: Nov 27, 2014)Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 12322
| Option to change Request Template in Business Rule action.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 462
| When we change the Display language in User Preferences to Brazilian Portuguese and saved, the selected language Português (Brasil) appears twice in the list.
| 2
| 3694
| Added the Content Variable “Support Rep Job Title” in the Email Notification Templates | 3
| 11422
| The message that shows when the Announcement fails to save is incorrect | 4
| 12063
| When replying to a Request Conversation, it shows the Created Date of the request instead of the Created Time (ie., replied time) of that specific conversation thread.
| 5
| 12080
| Added a new Content Variable “Created By” to show the Request Created User in the Request Notification Templates.
| 6
| 12145
| When assigning a request through request view page --> Assign drop down --> Support Rep, the assigned Support Rep was notified twice has been fixed now.
| 7
| 12160
| Content Variable $Title to show the Request subject in Survey Email Content editor does not work.
| 8
| 12298
| When getting request conversations via getConversations API, the response is not proper
| 9
| 12305
| On viewing the Closed or Resolved Requests Reports, the columns Resolved by, Completed by are listing the values as “System” instead of respective Support Rep Name
| ReadMe 7938 (Released On: Nov 03, 2014)Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 12278
| SupportCenter Plus 64-Bit Installation exe, bin released for Windows and Linux Servers | 2
| 12222
| Capture screenshot (using System "Print Screen") option in Content Editor is supported (IE 11)
| 3
| 11797 | Settings selected under "Admin --> Settings -->Request Settings --> When contact replies to closed requests" will also apply for Resolved status. Its available as a Global Config
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 12193
| Generated Survey Reports Rating results shows the sum of all questions instead of Question-specific rating | 2
| 12209
| Time Zone code for Venezuela Summar Time (America Carcas) was incorrectly mentioned is fixed now
| 3
| 12211
| API "addResolutionAndChangeStatus" not working when the Status been specified as on hold or onhold
| 4
| 12213
| Account Details showing only 25 Contacts in the list is fixed now to display all the Contacts | 5
| 12236 | When creating a Request, all of the products available for the Account are not listed in the Products drop down | 6
| 12245 | Problem with creating a backup. Schedule archiving gets disabled at times, when Business Unit is disabled for the first time | 7
| 12057
| Job Sheet Template Variables are not getting placed in the Editor in IE 11 | 8
| 12059 | Insert Image option is not working in Job Sheet Template Editor in IE 11 | 9
| 12126 | Unable to choose Canned Response Variables in Reply window using IE 11 | 10
| 12242 | Resolution update was not proper in IE 11, the content word spacing is getting removed when saved in Resolution Editor | 11
| 12194 | Insert Image and Table options are not working in Description Editor in IE 11 | 12
| 12198 | Insert Canned Response and Insert Solution are not appending the content in Reply and Forward window in IE 11 |
ReadMe 7936 (Released On: Sep 24, 2014)Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10396
| Added “Go to Request ID” option in the global search across module tabs. You can now enter a request ID in the Global Search input to go to a specific Request.
| 2
| 12131
| Included the fields Status, Subject, Description, To/Cc in the Criteria list in Automatic invocation action of External Actions.
| 3
| 12142
| Remote Assistance session initiated for a request was not captured in Request history.
| 4
| 12165
| When Support Rep logging in and creating a New Request, it should automatically default to that Support Rep creating the request. But this will not applicable, if the selected Request Template has a default Support Rep assignment.
| 5 | 12180 | Update SDP Ticket Information in SCP.
- Create a new menu with menu name as "UpdateSDPTicket" in Menu Invocation and Executor Class as "com.scp.sdp.SDPActionImplementation"
- Replace the existing sdpimpl.jar and SDP.xml with new files present in SCP_HOME\actionplugins\sdp
- Now change the configurations in SDP.xml and restart the application.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9073 | Mail fetching issues have been addressed. | 2
| 11575 | While editing an SLA, under Enable escalation, quotes are missing for the Support Reps name added in the list. | 3
| 12018 | Request default field value changed from "None" to any value and vice versa, that information was not captured in Request history. | 4
| 12116 | The Industry list showing only 25 entries in the list, even though added more than 25 in Admin → Global Settings → Industry | 5
| 12123 | Renaming the Link Name “Submit a Ticket' throws error in the Customer Portal. | 6
| 12125 | Reminder Notification email was not sent in a specific use case, when a task is set with a reminder. | 7
| 12138 | Request additional fields are not getting listed in the Search Criteria section of Advanced Search option while it is invoked from Global Search. | 8
| 12149 | Solution content is not properly rendered in Request resolution editor, using "Copy to Resolution" option.
| 9
| 12167 | While adding a Contract using API, the application throws exception. | 10
| 12168 | When same Product Name and Product Type added in two different Business Units, there was an URL accessing issue when clicking Submit a New Ticket form in Customer Portal. | 11
| 12170 | Request URL is not accessible for Support Reps, when the request notification mail is customized as "Plain text" format. | 12
| 12171 | Support Services check box tool tip is showing as a html tag in Support Plan settings in Admin → Contract Settings
| 13
| 12172 | While adding a New Custom View, Criteria Value is not showing in Swedish Language. | 14
| 12186 | While trying to import requests from a spreadsheet (.xls file), it does not update the Request Status that is available in the spreadsheet. |
ReadMe 7935 (Released On: Aug 18, 2014)Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 12119 | Request Archiving - Excluding Specific Business Units Option to exclude specific Business Unit requests from archiving. This setting is available in Admin --> Global Settings > Data Archiving |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 12096 | While replying to a Contact conversation, $Cc field variable was earlier replaced by the parent request description Cc field, it was not taking the specific conversation Cc values. | 2
| 12107 | When a request resolution got added, it does not wrap the text and making way for scroll to see the Edit option and the content. | 3
| 12118 | Cross-Site Scripting (XSS) vulnerability issue has been addressed | 4
| 12120 | From the Request survey email link, header logo uploaded with a larger size image was not resized is now showing properly. |
ReadMe 7934 (Released On: Aug 04, 2014)Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9282
| Though Request Date additional field is set as 'Read Only' in the Request template, it allows the user to change the Date field on the second click.
| 2
| 11398 | While changing the contact information for a request from 'Request Details page --> Account Info', the account and sub account association are not maintained. | 3
| 11740
| Unable to remove the date value set for the Request Date additional field.
| 4
| 11803
| Over due flag is set for the requests, when the Support Rep changes the SLA for the onhold requests.
| 5
| 11804
| The “loginName” and “assignedSupportRepLoginName” parameters are included in the API “getRequest” call.
| 6
| 11806
| Portal customizations are not mainted in the Forgot Password link page.
| 7
| 11954 | Unable to add request description for “addRequest” API call. | 8
| 12017
| Once the ‘Category’ is made inactive, the edit icon disappears, thereby reactivating the Category is not possible.
| 9
| 12022
| Unable to update the ‘Outgoing Mail configuration’ details in Admin -- > Mail Configuration.
|
ReadMe 7933 (Released On: June 25, 2014)Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 11072
| Option provided to edit default ‘Status’ names. | 2
| 10216 | Existing Support Services are retained while adding new services in Add New Contract page. | 3
| 11254
| Dashboard Enhancements
- ‘Group’ filter has been included in Dashboards -- > Inbound, Due, Completed Requests widget.
- New widget ‘Pending Requests by Group’ has been included.
| 4
| 11257
| API for Solutions Supports additional operations in REST API. The following operations are included in Solutions module.
- Add Solution
- View Solution Filters
- Update Solution
- Approve Solution
- Reject Solution
- Add Attachment
- View Solution Comments
- Delete Solution
| 5
| 11381
| Option to set local authentication password for AD users.
| 6
| 11406
| The Support Rep signature will now be available while sending a reply from Requests View page --> View Contact pop up.
| 7
| 11446
| Option to add multiple Job sheets templates under Admin module. All the job sheet templates added will be available in Request Details page for printing.
| 8
| 11557
| “Email this Note to Support Reps” option in Add Note page will be selected by default, if the logged in Support Rep and the Support Rep assigned to the request are different. If the assigned and logged in Support Rep are same, then this option will not be selected.
| 9
| 11559
| Option to open the Contact information using their Phone number, Mobile number and Email id in the below mentioned URL.
http://[server-name]:[Port-number]/RequesterDef.do?mode=view&phone=2323232334 http://[server-name]:[Port-number]/RequesterDef.do?mode=view&mobile=2323232334 http://[server-name]:[Port-number]/RequesterDef.do?mode=view&email=adam@acme.com
| 10
| 11633
| The ‘timeEntryType’ parameter has been included under “addTimeEntry” and “getFieldList” API calls.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 10121
| The warning message shown while trying to close the request without selecting Support Rep name, displays the field name as 'Technician' instead of 'Support Rep'.
| 2
| 11000 | The Heading icon “Nr” is not proper in all the Editors when viewed via IE 10 and 11 browser. | 3
| 11172
| Line feeds are not maintained when entering mail content while scheduling report.
| 4
| 11325
| The alphabets on the Accounts List view page is spread out for Dutch language.
| 5
| 10496
| While trying to save the email draft with huge content, the draft is not getting saved for MSSQL installations.
| 6
| 10752 | The values of the numeric additional fields is shown as a currency value under Reports module. | 7
| 11563
| While performing bulk edit of request from Request List view --> Actions -> Edit Request, the application removes the values for ‘Sub Category’ and ‘Item’ fields.
| 8
| 11574
| When a ‘Category’ is selected for the request, the sub categories associated to that category are not displayed properly in IE browser.
| 9
| 11609
| Cannot select a Sub Category for the request, when a request Subject line has quotation marks (“ ”).
| 10
| 11610
| When a reply is made to the customer from Requests View page --> View Contact pop up, the sender email address is not taken from the actual Business Unit outgoing email address, rather it is taking the default Business Unit email address. | 11
| 11720
| Notification is not sent to the Support Rep if the request is assigned from Request View --> Assign drop down --> Assign.
| 12
| 11727
| In matrix time spent report, the time spent details are not shown in proper format.
| 13
| 11742
| The inline images are not properly displayed in the request conversations.
| 14
| 11779
| The Contact has to scroll to view the ‘Send’ and ‘Cancel’ button, while sending a reply to the Support rep.
|
ReadMe 7932 (Released On: May 20, 2014)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 11392
| Survey Enhancements
- Marking mandatory questions for Surveys
- Survey results can be viewed based on the filters from the Survey List View.
- Option to notify Support Reps and Administrators, when a survey response is received from the Contact.
| 2
| 11394
| Trashed Requests Requests deleted from the application are moved to trash before permanent deletion. You can restore the requests in the Trash, using the restore option. | 3
| 11395
| Option to import solutions from Excel file (.xls) in the Solutions List View. | 4
| 11393
| Option to show the number of hours/incidents spent on the request in the Contact login.
| 5
| 10455
| New time format has been included (with weekday and AM/PM along with date and time) under Preferences --> Set Time Format. For example, “Thu, May 2, 2013 11:59 AM”.
| 6
| 11241
| The ‘Status’ option has been included under Business Rules --> Perform Actions.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9695 | Special characters are not allowed while creating survey questions. | 2
| 11281
| While trying to reply to the conversation of a request, the application updates the date and time of the original request instead of updating the date and time of the conversation reply.
| 3
| 11284
| When two requests are merged and when you try to send a new mail for the merged request by copying the subject of the request, the application instead of threading the conversation to the child request, creates it as a new request.
| 4
| 11312
| The “Approval Link” variable is missing in the ‘Notifying for Approval’ notification template.
| 5
| 11323
| Issue: Reports scheduled by a Support Rep in his login cannot be viewed in other Support Rep login. Fix: The Owner column has been included under Scheduled Reports List View, to facilitate the Support Reps to view all the scheduled reports (by different Support Reps) in their login.
| 6
| 11331
| Support Rep names which are added as a Multilanguage text are not displayed properly when selecting Support Rep name from Request Details page --> Select Group --> Select Support Rep. | 7
| 11373
| When two Contacts are reconciled, the requests of the merged Contact (which are created via Contact login) are getting deleted from the database.
| 8
| 11439
| The application does not allow to edit the dashboard, if the name of the dashboard is created with apostrophe (').
| 9
| 11407
| While importing Accounts from CSV, the application removes the domain names for the existing Accounts.
| 10
| 11428
| While adding or updating a category/subcategory in one business unit, the application attempts to update it in another business unit.
| 11
| 11434
| If the SLA escalation days are specified greater than 19 days, escalations are not carried out.
| 12
| 11537
| Cross Site Scripting (XSS) vulnerability addressed in the Request List view.
| ReadMe 7931 (Released On: April 03, 2014)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10502 | Solution Enhancements
The entire Solution module has been revamped with a new UI. The new features include:
- Rating & Comments: Option to rate and comment on the Solution from the Solution Details page. Administrators can enable this option for Contacts through Solution Settings.
- Administrators can add Additional fields for solutions.
- Option to add new topic from New Solution form.
- Option to set expiry date for Solutions. Also have an option to extend the expiry date.
- Attachments can be added to Solutions from the Solutions Details page.
- Option to view and download attachments from solution list view.s
Behaviour Change
- Earlier, no solution topics will be applied to an account during Account creation. From 7931 onwards, all solution topics will be applied to an account during Account creation.
| 2
| 10270
| Action Plug-in Enhancements
- Menu Invocation: Menus can be configured under Admin module that can be used to invoke a class or script file.
Note: Earlier, menus are configured through XML, now it can be configured through UI. - Auto Invocation: With the help of action rules, any custom class or script file can be invoked automatically.
| 3
| 11202
| Option to notify Support Reps while adding and updating a note.
| 4
| 11203 | A conflict warning message will be shown up in both Request List view and Request Details page, when two users working on the same request tries to assign different support rep at the same time.
| 5
| 11196 | The ‘Time Entry Type’ variable has been included in Job Sheets.
| 6
| 10893 | During the upgrade process, trimmed backup will be taken instead of the full backup. This will reduce the time duration of the upgrade process.
| 7
| 11283
| A separate contact notification has been included, when a request is assigned to a Support Rep. Admin --> Notification Rules -> Contact Notification -> 'When a request is assigned to Support Rep'
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 8666
| Issue: While replying to an email which starts with ‘_’ (underscore) character, an alert message ‘Please enter proper E-Mail ID’ will be shown to the user. Fix: Now the application allows '_' (underscore) character in the email ID.
| 2
| 9358
| While adding a note to a request, the cursor is not positioned in the note description text box.
| 3
| 9838
| Line breaks are not maintained in the Time Entry list view under Request Details page --> Time Entry tab.
| 4
| 10219
| While forwarding the request, the cursor points to the Description field instead of the 'To' address field.
| 5
| 10233
| Support Rep with “Assigned to him [Request Full Control]” role can still view the requests of other groups through the iPhone app.
| 6
| 10316
| While adding request, when a user tries to enter the email id of the contact, the application automatically populates all the available contact details except the Account name. | 7
| 10415
| While duplicating a request, the Product field of the duplicated request does not display the value that was chosen for the primary request.
| 8
| 10542
| Unable to edit 'Category' and 'Sub Category' fields using the Request View section edit, when the 'Item' field alone is removed from the Request template.
| 9
| 10983
| Unable to set ‘0’ value for numeric additional fields while creating a request.
| 10
| 10995 | For the Support Reps with Contract-view only access, the application allows to edit Contract details from the Contract Details page --> Renewals tab. | 11
| 11012
| The notifications to the support rep on the Notifications pop up are shown in the server time zone.
| 12
| 11016
| The support services selected for a Support Plan are not reflected during Support Plan selection in the New Contract form.
| 13
| 11055
| When Contacts are reconciled, the conversations of the reconciled Contacts are removed from the Request Details page.
| 14
| 11062
| Improper dates are displayed in the Reports criteria section.
| 15
| 11077
| Spot search does not support the 'Enter' button during the search operation.
| Internationalization
| 1
| 8393
| In Russian language, some Help Cards are not displayed properly.
|
ReadMe 7930 (Released On: March 04, 2014)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 11027
| When Contact replies are unattended, pending reply count will be shown next to Reply icon in Request list. | 2
| 11028
| Column Resizing option for list views. | 3
| 10789
| Option to link to a request across Business Units from Request View page Actions → Link Requests. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 10989 | Subject variables are blank in Business Rule → Customize Message Template "subject" field. | 2
| 10980 | When a tag gets deleted in a request, if the same tag is added in other requests, application is deleting it in other requests also. | 3
| 10947 | Cannot access the request tab content, when a request Subject line has backslash (\) symbol at the end. | 4
| 10938
| The word ‘Forward’ in Request View is incorrectly translated in Russian language. | 5
| 10930
| Performance issues related to Request assessment.
| ReadMe 7929 (Released On: January 21, 2014)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10382
| System Log Viewer
In addition to Request, Account, Contact log entries, the System Log window also captures the log entries of all the admin configurations.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 10141
| While viewing the Contract details (Contracts --> Renewals tab), the application displays the name of the logged in Support Rep instead of showing the Support Rep who created/renewed the Contract.
| 2
| 10418
| While setting criteria for Business Rules, “is” condition is not available for some additional fields.
| 3
| 10563
| The word ‘Sub-Account’ is incorrectly translated in Swedish language.
| 4
| 10622
| Rate types are not displayed properly while adding the time entry from Resolution tab.
| 5
| 10760 | ‘Attach’ button is not properly visible while trying to attach file from Request Details page --> Contact Name link --> Email Id link.
| 6
| 10805
| Problem while loading Archived Request list when we have more number of requests in the list.
| 7
| 10787
| Dueby Time and Response Dueby Time fields are getting updated for Resolved/Closed requests, when there is a change in the SLA for those completed requests.
| 8
| 10799
| Unable to open conversations for some of the Requests, if the conversation content has some blockquote HTML tags without style attribute.
| 9
| 10837
| While inserting a Canned Response for the request conversation, the application includes only the parent description instead of including the entire conversation details. | 10
| 10905
| Unable to load the History tab, when the Business Rule associated to the Request is deleted. | ReadMe 7928 ( Released On: December 17, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10756 | Time Spent Report
Actual time spent on a request by Support Rep or Group can be viewed through Time Spent Report tab. When request is assigned to multiple Support Reps or Group, time spent by each Support Rep and Group can be viewed separately in this tab.
NOTE: This feature will be applicable for the requests created after upgrading to 7928.
| 2
| 10712 | ‘Show quoted text’ option included in the Request Conversations. | 3
| 10671
| Global configuration available to set the default number of conversation display in the Request Details page.
| 4
| 10786
| Duplicate Requests UI has been changed for better usability.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9228
| If the number of records in the report exceeds the limit, the Schedule Report is generated blank.
| 2
| 10685
| The application does not allow you to add requests for a Contact, if there is an another Contact with the same name (but with different email id) exists in the application.
| 3
| 10686
| The application sends the notification mails to the Contact who initially created the request, instead of sending it to the latest replied Contact.
| 4
| 10691 | Unable to merge request that are coming via emails.
| 5
| 10695
| The Business Units feature can be disabled only by the Support Rep with Global admin role (Admin -> Global Setting -> Settings -> Business Unit Settings). Icon in the home page to disable Business Unit pop up link has been removed.
| 6
| 10700
| Unable to print Job sheet for some Requests.
| 7
| 10701
| Unable to insert canned response during the Support Rep replies.
| 8
| 10741 | During ‘getRequest’ API operation, all the requests will be retrieved in descending order, with the latest updated request displayed first.
|
ReadMe 7927 ( Released On: November 14, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10673 | Custom Schedules Option to schedule the user specific custom scripts/classes through SupportCenter Plus application.
| 2
| 10672 | The Request History interface is revamped to have a better visibility. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 10648 | On Notification emails, the email description field populates only the Request main description instead of the latest conversation description. | 2
| 10657 | Attachments are getting dropped while sending replies from SupportCenter Plus, though the application shows the attachments are sent properly. |
ReadMe 7926 (Released On: November 01, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10380 | Supports additional operations in REST API. The following operations are included for Contracts module.
- Add Contract
- Get Contract
- Update Contract
- Renew contract
| 2
| 10638
| The ‘sendReply’ API call used for replying and forwarding request has been changed. Please update your API after this hotfix upgrade.
| 3
| 10349 | The Recent Items can be viewed across Business Units. The list has been increased from 5 to 10 items. Clicking on the item takes you directly to the corresponding business unit for the details.
| 4
| 10482 | Global configuration available to enable/disable the billable option while adding time entry for the request. By default the billable option will be enabled, if you would like to disable the billable option, then update global config entry using the below query.
update globalconfig set paramvalue = 'false' where category = 'TimeEntry' AND parameter = 'DefaultBillable';
| 5
| 10592 | Option to sort pick list values in ascending or descending order while adding additional fields.
| 6
| 10621 | Spell checker in Editor has been introduced.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 3002 | Issue: The application allows to add improper email IDs, while trying to add email ID of Contact in Organization Details.
Fix: When user tries to add incorrect email IDs, an alert message will be shown.
| 2
| 3305 | Unable to duplicate the request if the parent request contains attachments.
| 3
| 7147 | Users can submit new requests even when the Customer Portal is disabled.
| 4
| 7666
| No alert message shown while adding Canned Response with an already existing name.
| 5
| 9267
| When a Contact tries to update his details in the 'My Details' page, the application allows to add an already existing email ID in the Email field.
| 6
| 10341
| Issue while integrating to Twitter has been fixed.
| 7
| 10350
| When a Support Rep tries to change the Contact under Request --> Account Info tab, the additional field values of the new Contact are not populated, instead the application retains the values of the previous Contact information.
| 8
| 10424 | Unable to add Support Rep name while adding request through “addRequest” API call.
| 9
| 10444
| Unable to upload attachments through API.
| 10
| 10481 | Exception while trying to invoke deleted task URL from the browser. | 11
| 10504
| The Last Updated Time of the request is not updated, when Support Rep receives a reply from Contact.
| 12
| 10506
| During Import Requests through XLS, if the XLS file has a record with a Contact name without email ID specified which is same as of an existing Contact, the application overrides the existing Contact and removes all the information (like email ID, phone number, address) from the application.
| 13
| 10539
| Unable to approve request, as the Take Action button does not work in Request Details --> Approval Tab.
| 14
| 10566
| When time entry is added to request from the Resolution tab, the Support Rep assigned is not selected by default in the ‘Support Rep’ field.
| 15
| 10600
| Group notification “Send notification to support rep(s) when a request in this group is left unpicked” is not working. |
ReadMe 7925 (Released On: September 17, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10091 | Option to notify Support reps about the request activity through Notification pop up on the application header pane.
| 2
| 10224
| Support to paste images from clipboard while adding resolution for request.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 10342
| Issue while closing request through auto-close option.
| 2
| 10346
| When the ‘Item’ field is set mandatory for closing request, the application still allows to close request without any value entered.
| 3
| 10348
| The 'Actions' drop down does not close on selecting any of the options from the drop down in the Request Details page.
|
ReadMe 7924 (Released On: September 05, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10089 | Option to import requests from XLS file in the Request List View.
| 2
| 10336
| Option to add 'category', 'subCategory' and 'item' while adding request through "addReqeust" API call.
| 3 | 10378 | Option to upload attachment through API while replying and forwarding requests. | 4 | 10373 | The auto refresh option in Request List view can be disabled for all logins. This is based on the Global Config table entry. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9521
| For Support Reps with Accounts-view only access, the application allows to edit Contact details from the Request View page.
| 2
| 10208
| Issue: While trying to configure Group Email addresses with an ampersand symbol, an alert message ‘This is not the valid email address.’ was shown to the user. Fix: Now the application allows to add email ID with ampersand symbol. NOTE: This is allowed only while configuring ‘Group Email addresses’ and ‘Mail Configuration’.
| 3
| 10285
| Contract Expiry notification based on the specified ‘hours’ before which the user has to be notified is not working.
| 4
| 10337
| When a request is changed from Resolved to Open status the corresponding date and time changes are not updated properly in the history.
|
ReadMe 7923 (Released On: August 01, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 8768 | Your organization may be operating in different hours in a week with different work timings like 5 x 8, 7 x 24 and so on. To address this, we have provided 'Custom Time' option where you can choose different operational hours for different working days of a week.
| 2
| 10181
| Option to set the status for the request from the reply and forward window. Support reps with request edit permission can set the status of the request and send it to the customer.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 10149
| Overdue flags are not set to the request, when the SLA is configured to send escalation before the Overdue time.
| 2
| 10177 | When a request is moved from ‘OnHold’ to ‘Open’ status through Start Timer option (Request View --> More Actions --> Start Timer) , the due date is calculated properly but the corresponding information is not recorded in the history. | 3
| 10190
| When trying to change the request template (Request --> Edit --> Template --> Sample template), selecting “Apply only for fields that do not contain a value” option does not apply a value to the empty fields.
| 4
| 10192 | Earlier when a request is updated and closed by the support rep at the same time, separate notification for each operation on the request will be sent. Now, when update and close operations are done simultaneously, the application will skip update notification and sends only the close notification. | 5
| 10214
| Unable to update telephony server settings under Admin tab.
| 6
| 10236
| If any custom numeric field is selected as a column in the Request List view, the field displays a Date & Time format value. This occurs only in the Support Rep login. | ReadMe 7922 (Released On: July 09, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 8769 | Custom plug-in development
Develop your own custom plug-in to allow your support reps to perform desired operations on any third party applications just through a click from the request page. For more information, refer "External Actions Plug-in".
JIRA Integration
JIRA integration built using the External Action Plug-in framework that lets you to create issues in JIRA and to add notes and update fields in SCP using the reply received from JIRA. For more information, refer "JIRA Integration".
| 2
| 9973 | Option to upload attachment through API while adding and updating requests.
| 3
| 9640 | Option to add attachments from the Actions menu in the requests details page. | 4
| 9987 | When trying to remove links between the requests from request list view, proper alert message will be shown to the support rep. | 5
| 10107 | 'Business Unit' column is added in Linked Requests details popup. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9098 | While adding, editing or deleting the tags & cc recipients, the corresponding information is not shown in the history. | 2
| 10093 | In all languages expect English, unable to search requests based on keywords in the Request list. |
ReadMe 7921 (Released On: June 07, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 10005 | Notification template option to configure the content of the email sent out during New user registers through portal. (Admin --> Global Settings --> System Notification Settings --> New User Registration E-Mail)
| 2
| 10034 | Advanced Request Search
Along with keyword search, we have also provided the option to search requests based on the specified criteria. You can provide the request fields as search criteria and search for the requests. The requests matching the specified criteria will get listed.
| 3
| 10033 | Custom views option has been included in All Business Units. This option allows you to customize the request list based on your requirement. You can create, reorder and manage the custom views. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 8229 | In Business Rules, if ‘description’ is added as criteria, the business rule is not getting executed properly. | 2
| 9921 | If the account name contains an ampersand symbol, then while adding a contact to that account, an alert message ‘The account does not exist. Do you want to create a new one?’ appears even though the account is already present. | 3
| 10003 | The solution title is not displayed properly while inserting solution in Reply and Forward window. | 4
| 10027 | Unable to access SupportCenter Plus mobile client. | 5
| 10031 | Unable to move requests from Resolved to Closed status, as the Close button in the Comments popup does not work. |
ReadMe 7920 (Released On: May 10, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 8739 | All Business Units
Requests raised across different business units can be managed under ‘All Business Units’. Based on the role in each Business Unit, the support rep can update, delete, assign, and move requests from this Business Unit view. Linking Requests across business units is also possible under All Business Units.
Dashboards tab displays the data of all the Business Units to which the support rep is associated. The support rep can also select the specific business unit from the drop down to view the data. The data displayed on the dashboard is restricted based on the role of the support rep.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9850 | Support Reps unable to edit a request when they have a specific custom role. | 2
| 9853 | If the account name contains an ampersand symbol, then while adding a contract to that account, an alert message ‘The account does not exist. Do you want to create a new one?’ appears even though the account is already present. | 3
| 9868 | In Danish language, unable to create custom filters with date criteria columns. | ReadMe 7918 (Released On: April 24, 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 9841 | 'Spot Search' and 'Column customization' icons are provided on the left hand side in the list view page of Requests, Solutions, Accounts, Contracts and Contacts modules for easy accessibility. | 2
| 9485 | Earlier the additional fields should be configured separately under Admin --> Request Additional fields. Now we have provided an option to add the Request Additional fields from the Request template form itself.
| 3
| 9712 | Option to add Request properties as criteria under Survey settings. Based on the matching criteria the survey will be triggered automatically.
| 4
| 9333 | The Contact and Account fields in the New Request form can be swapped. This configuration is based on the Global Config table entry. If the contact and account are swapped, associated contacts will be listed based on the Account selected.
By default the GobalConfig entry will be 'false'. If you would like to swap the contact and account, then change the GobalConfig variable as 'true' as shown below: UPDATE GlobalConfig SET PARAMVALUE='true' where CATEGORY='AddRequestForm' and PARAMETER='RequestFormView';
| 5
| 9738 | Data Archiving
Requests can be auto-archived through Data Archiving feature.
You can auto archive the requests that are closed before certain month/year by selecting the appropriate option from the drop down. The auto-archiving process can be scheduled under Admin --> Organization Settings --> Data Archiving.
| 6
| 9834
| Calibri font has been included in all the editors. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9231 | Error on removing attachments during forwarding the request has been fixed.
| 2
| 9365 | Issue: Unable to add group to the request while adding request through “addRequest” API call. Fix: The parameters such as ‘group’ and ‘supportRep’ are included for “addRequest” API call. | 3
| 9718 | Due by date is not calculated properly, when a request is reopened from Resolved status. | 4
| 9733 | For contact login, the solution list will go blank when a contact tries to click on the next button for more solutions. | ReadMe 7917 (Released On: March 14 , 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 9410 | Option to link requests to one another and set some references between them. This feature is useful when more than one requests is raised with the similar problem. When requests are linked, one of the request becomes the "Reference request" and the other requests are the "Linked requests".
| 2
| 9309 | The request additional field count has been increased from 20 fields to 60 fields. Out of which you can add 40 Text fields, 10 numeric fields, and 10 Date & Time fields. Furthermore the additional field UI has also been changed for better usability. | 3
| 9338 | Option to disable the cc recipients while creating request through customer portal. This is based on the Global Config table entry.
| 4
| 9535 | The ‘Sub Account’ variable has been included in the Notification template. | 5
| 9540 | Option to get requests in the user defined time format through 'getRequest' API call. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 8297 | iPhone Issues:
- The reply/forward buttons are not displayed while trying to reply to the contact conversation from iPhone.
- While replying a request through iPhone, the CC email ids are not getting populated.
| 2
| 9404 | When an attachment with lengthy file name is sent along with the request, the application removes the attachment and adds the request alone. | 3
| 9407 | Vulnerability during downloading attachments has been fixed. | 4
| 9413 | Performance issue related to SLA escalation emails has been fixed. | 5
| 9331 | Elapsed time is not calculated properly, when a request is put onhold for a long time and then moved to resolved/closed status. | 6
| 9436 | Issue while updating category, subcategory and item through 'updateRequest' API call. | 7
| 9450 | During global search, the search results will be displayed based on the relevance and date. While trying to sort the search results by date, the sorting is not proper. | 8
| 9457 | Updating the Tags and Cc Recipients in the Request Details page does not update the Last Updated time of the request. | 9
| 9515 | Issue while disabling the AD import schedule has been fixed. | ReadMe 7916 (Released On: January 22 , 2013)
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 9237 | Option to add inline images or paste images from Clipboard while replying request, forwarding a request and adding resolution to a request.(Supported on Firefox and Chrome browsers) |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 9176 | When a contact is deleted from the application, the existing requests raised by that contact cannot be viewed. | 2
| 9199 | Unable to send notification to the primary contact when a request is closed.
| 3
| 9208 | Issue: While adding multiple CC email ids with a comma followed by a space, an alert message 'Please enter correct email id' was shown to user. Fix: When user tries to add space after comma, the space is automatically trimmed off. | 4
| 9278 | Elapsed time is not calculated properly, when a request is put onhold for a long time and then moved to resolved/closed status. | 5
| 9288 | Email command values are not getting applied properly to the the requests. | 6
| 9294 | When sales details are available for a product, and if that product is edited through Account Details page results in an exception. | 7
| 9305 | If Group email address is configured, then while replying and forwarding the request, the same group email address should be populated in the From Address field. | ReadMe 7914 (Released On: December 11, 2012)Issues Fixed:Sl.NoIssue IDDescription19127In the Russian language, the support rep is unable to select the views present at the end of the Custom View list.29124Unable to save the changes after editing the SPAM FILTER criteria. 39149When amending the request fields and clicking the tick, the toolbar disappears. It comes back if page is scroll up or down.ReadMe 7913 (Released On: November 19, 2012)Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 8912
| Business Rule Enhancements
- Business Rule can be applied on a request when created or edited or number of hours since it is last updated.
- You can choose to send E-mail or SMS notifications to Support Reps, Account Managers, and Contacts every time a particular business rules is executed.
- You can turn on execution of successive business rule option which goes through all the business rules and performs actions for all the rules that match the request.
- You can also prioritize rules by arranging the rules in an order in which you want them to be executed.
| 2 | 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.For example, 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.
NOTE: To enable this feature, query has to be executed in the DataBase. | 3 | 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
| 4 | 8164
| Option to view the current and latest build details under Support link as well as Help --> About Product.
| 5 | 6417
| File attachments can now be downloaded from the Request List view page. If any attachment is available for the parent request , an attachment icon will be enabled in the request list view page.
| 6 | 5990
| For Support Rep login – Reply button will be available for all the conversations, irrespective of Contact or Support rep reply for the request. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 8956
| While adding multiple CC email ids without a comma, the application throws exception. | 2
| 8935
| While editing the scheduled requests, the changes made to the fields are not retained properly.
|
ReadMe 7912 (Released On: October 17, 2012 )
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 3697
| Archiving :
Option to archive the closed requests and move them to separate storage state for a long-term retention. Archiving requests helps to improve the performance of SupportCenter Plus considerably. You can also search and view the archived requests.
NOTE: On archiving the Requests, the associated Tasks, Events, and Time Entries will get deleted from the corresponding (Activities and TimeSheets) modules. So before archiving the Requests, you can export all the time entries as IIF file from the Timesheets module.
| 2
| 6906
| Bulk delete option has been provided for deleting more than one Support rep. This option will be available only for the Administrator login.
| 3
| 8603
| Database query optimization done on Solution View page for faster loading.
| 4
| 8604
| Database query has been reduced as the part of performance enhancement, while replying and forwarding the requests.
| 5
| 8724
| Elapsed time will be calculated when the request is set to 'Resolved', 'Closed' or any custom completed type status. Earlier, elapsed time will be calculated only when the request status is set to 'Closed'.
| 6
| 8675
| Option to view various processes and status of the application under Support link --> SupportCenter Plus Application Status.
| 7
| 8703
| The application will now automatically suggest Cc recipients email id while the Support Rep replying to the request.
| 8
| 8730
| For Support Rep login - Actions Drop down has been provided for each and every Contact conversations for performing actions quickly.
| 9
| 8733
| For Contact Login - Reply button will be available for all the Requests, irrespective of Support Rep reply for the request.
| 10
| 8722
| Accounts/Contacts update and delete operations are captured in the System Log viewer.
| 11
| 8509
| Notification template option to configure the content of the emails sent out during Notes addition to the request. (Admin --> Notification Rules)
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 8575
| Response due by time is displayed with incorrect date/time format for Query Reports.
| 2
| 8711
| Incorrect data displayed under 'Contracts expiry summary across all Business Units' widget.
| 3
| 8667
| Once we hide the View panel in the Request List page, it gets re-opened when we try to navigate to the next Request.
| 4
| 8719
| Manage custom views does not list all the custom views in the same page if the list contains more than 100 views. This has been corrected and now you can view unlimited custom views in the Manage Custom view list.
| 5
| 8630
| Instead of showing the Organization name on the top, the survey result is showing the Account name.
| 6
| 8627
| The System Log Viewer screen is not proper when any wired characters or image is found in the system logs.
| 7
| 8892
| The 'Assign to' support rep drop down in Request List view page is not getting displayed properly.
| 8
| 8772
| While adding/updating the Group, sender name is getting garbled in all the languages.
| 9
| 8700
| While adding a Contract with an existing name, it will display a blank page. And now a proper alert message will be shown during this operation.
| 10
| 8783
| While modifying the time entry, comma value is included and gives an error.
| 11
| 8823
| Auto suggestions of other Accounts email addresses are restricted for Contact login.
|
ReadMe 7910 (Released On: July 13, 2012 )
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 8233
| E-mail Command allows you to set different request fields through e-mail. The application will automatically parse the e-mail and various request fields are set from the e-mail content based on the parsing delimiters.
| 2
| 8285
| Next/Previous navigation buttons is available for Request Details page.
| 3
| 8489
| UI changes in Request View page for better usability.
| 4
| 8495
| Billing Status column is added under Request View page --> Time Entry tab.
| 5
| 8496
| Option to print time entries from the Request View page --> Time Entry tab.
| 6
| 8523
| Page refresh button is available for Request List view page for all logins.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 8298
| Unable to import users using active directory import if OUs are more than 1000 in the list.
| 2
| 8358
| When a new request created through Log a Call page with a new Contact name associated with an existing Account, the request gets created without Account association.
| 3
| 8447
| Unable to update the Contact details in the Contacts View page.
| 4
| 8454
| Business rule is not getting applied properly for some of the criteria. For example, if business rule is set as, if Account is not 'Acme', set priority as 'High'. If request is created without any Account', the business rule has not applied properly.
| 5
| 8460
| Vulnerability issues in SupportCenter Plus login credentials.
| 6
| 8464
| The completed task gets listed along with the pending tasks under Activities --> Task --> Overdue task view.
| 7
| 8476
| Requests are not getting reopened for the Completed type custom Statuses, when a contact sends a reply for the Completed Requests.
| 8
| 8488
| While generating Time spent report, the time spent on first response is not calculated properly, if Mark as First Response sent option has been used to update the first response time.
| 9
| 8590
| If Account name has any special characters, there is an issue in displaying the Products associated to this Account while creating a Contract.
|
Top ReadMe 7909 (Released On: June 07, 2012) Features/Enhancements: | Sl.No
| Feature ID
| Description
|
1 | 7661 | Support for sending notification to contacts when a request is onhold .
| 2
| 8213
| In earlier builds, for "getRequestsByView" API call, if selectColumn parameter is not provided, all the columns will be displayed as default. From 7909 onwards, this has been restricted to display only the following columns. (subject, contact, account, status, priority, supportRep, createdTime, updatedTime, dueByTime, and isOverDue)
| 3 | 8243
| While performing global search, the search results will be displayed based on the relevance and date.
| 4 | 8282
| Forgot password link and local authentication link in the Login screen can be disabled. This is based on the GlobalConfig table entry.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 2843
| Issue in adding more than 3 SPAM FILTER criteria.
| 2
| 7545
| Whenever a default value set in the request template is deleted, the mail fetching stops.
| 3
| 7891
| Vulnerability issues in SupportCenter Plus login credentials.
| 4
| 8125
| Default values of the request additional fields are not applied for the requests coming via Email and Portal.
| 5
| 8214
| The email id of the contact is not displayed properly in the Request List view page. | 6
| 8254
| The HTML toggle functionality available in New Request form can be misused to inject script code (Cross site scripting). So this functionality has been removed from the rich text area available in the New Request form. | 7
| 8257
| Sorting option in the Contact list view page has been removed as a part of performance enhancement. This is based on the GlobalConfig table entry.
| 8
| 8259
| For performance enhancement, the drop-down list of the Account field under Contact module has been replaced with a text box.
| 9
| 8373
| Unable to edit CC Recipients on Request View page in Dutch language.
| 10
| 8376
| API Issues:
- While updating a request via API form, the response dueByDate is not getting updated properly.
- Line feeds are not maintained while replying or forwarding requests and while adding or updating resolutions via API form.
- For "getRequest" and "getRequestsByView" API calls, the requests are displayed based on the count provided.
| 11
| 8279
| The application allows support rep to add account and contact through New Request form, even the support rep has no permission to access the Account and Contact module.
|
Top
ReadMe 7908 (Released On: April 06, 2012) Features / Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 6421
| Option to mark Account and Product fields as mandatory in Request Closing Rules.
| 2
| 7182
| In Reports module, the option to distribute a pie chart by the sum of time elapsed
| 3
| 7833
| Option to change the Account of a request without changing the contact.
| 4
| 7865
| Contact Field Permissions included that lets administrator configure fields that will be visible to the contact on the portal. This will act as the source of the fields available for the contact in the request templates.
| 5
| 7878
| Important admin configuration moved as "Main Settings" for easier accessibility.
| 6
| 7885
| The field "Billable Status" included in the Reports section. | 7
| 7902
| Print Preview option brought back in the Request View Page - Actions menu. This is in addition to the Print Job sheet option.
| 8
| 7921
| Database Query optimization done on Request View Page for faster loading.
| 9
| 7932
| Zoho CRM Integration - This integration will help import Account & Contact information from Zoho CRM into SCP (Available as an add-on)
| 10
| 8102 | Displaying the total of the columns on the dashboard widget - "Pending Requests by Support Rep"even when the total number of Support Reps in the listing is less than 5 | 11
| 8108
| New API Keys can be generated after enabling login permissions and assigning role for the Support Reps under Admin → User and Related Settings → Support Reps. The output format of API has been changed. Note: API Keys generated in earlier builds will not work anymore.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 7809
| Hours and Incidents added as non-billable time entry will not be deducted from the contract.
| 2
| 7820
| Unable to edit the business rule when the criteria containing multiple values is created on the fields Account or Product
| 3
| 7849
| When creating a yearly recurring task, the start date saves as the current date.
| 4
| 7877
| When a Note is edited, the changes made to the Note is not saved properly.
| 5
| 7886
| Request View - Unable to set the Product as 'None' through inline edit and section edit. Now it can be set.
| 6
| 7897
| Contract remains Expired status even after it is renewed. | 7
| 7898
| Active directory is not supported in Standard Edition of SupportCenter Plus. Hence "Import from Active Directory" link in Support Rep interface has been removed
| 8
| 7916
| When the Role "Support Reps allowed to Edit DueBy Date and First Respose DueBy Time" being Unchecked, when he tries to edit the request created time is getting blank Now based on the role permission, the respective fields will not be visible for the Support Rep.
| 9
| 7924
| On the mobile app, while editing a Request, Category field is listing the IDs instead of Names
| 10
| 7992 | Unable to view the previously added attachments while editing the draft. | 11
| 8042
| Failed to update Support Rep details from Global Settings has been corrected
| Internationalization
| 1
| 7503
| Incorrect Russian language translation in the 'Customer Portal' page.
| 2
| 7908
| When the task/event associated to a request is opened, the link to view the request details redirects to the homepage in multi-language. The same issue occurs for the task associated to the contact and contract.
|
ReadMe 7907 (Released On: February 23, 2012) Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 7774 | Sanitize HTML data while mail processing |
ReadMe 7906 (Released On: February 09, 2012) Features/Enhancements: | Sl.No
| Feature ID
| Description
|
1 | 7654 | Contract notification stating the remaining hours/incident left for the contract and contract expiry date will be displayed while creating the request on selecting the account. | 2 | 7591 | Option to make products as "Inactive". The products thus marked as "Inactive" will not appear in the current request forms. | 3 | 7592 | Option to directly select and attach files by clicking on the Attach link in the Reply and Forward window. | 4 | 7621 | Option to change the status of the request while adding resolution in the Request Details page --> Resolution tab. | 5 | 7606 | Option to approve contacts from the Request view page. | 6 | 7726 | While trying to change the template of the existing request, option to retain the default field values or replace the values with respect to the new template. |
Issues Fixed:
| Sl.No
| Issue ID
| Description
| 1
| 7552 | Displaying product type in New Request form on customer portal. | 2
| 7560 | The contract associated to the product is not getting applied automatically whenever the product is newly added or updated while creating or updating the request. | 3
| 7575 | Issue:
While creating a new request or updating the existing request in IE and Chrome, the Category select drop down does not list the categories in alphabetical order.
Fix:
The category sorting is made by their name, when a request is created in IE and Chrome. | 4
| 7586 | Option to create request reports based on account status. | 5
| 7587 | Issue : Due date re-calculated when a request is moved from Resolved to Closed status. Fix : Due date remains unchanged when a request is moved from Resolved to Closed status. | 6
| 7622
| When a request is merged with the same request id, it is getting converted as a threaded conversation and it is not getting displayed in the Request List view.
| 7
| 7631 | While adding a resolution in the Request Details page, double space appears after each sentence. | 8
| 7712
| Issue:
Changing the product in the Request View page is not updating the appropriate contract associated to the product.
Fix:
Contract will be updated properly on changing the product in the Request View page. Warning message while changing the product will no longer be displayed.
| Internationalization
| 2
| 7624 | Issue:
While adding a product, after entering the unit price details and clicking on Add button, the value of the other fields is displayed blank.
Fix:
Displaying all the field values while adding a product. |
ReadMe 7905 (Released On: January 05, 2012) Issues Fixed: | Sl.No
| Issue ID
| Description
|
1
| 7384 | The following security issues have been addressed:
1. Cross Site Scripting (XSS) vulnerability addressed. 2. Some of the admin configuration was accessible by unauthorized users. 3. SQL injection vulnerability addressed. | 2
| 7632 | While adding a resolution to the request, the option to add time entry does not appear. | 3
| 7640 | Issue:
The Request Template is not getting saved, if 'Normal' priority is not available in the priority list.
Fix:
The Request Template can be saved, even if the 'Normal' priority is not available in the priority list. | 4
| 7651 | After migrating from 7903 to 7904, the field visibility for support reps in Request Template is not working properly. |
ReadMe 7904 (Released On: December 21, 2011) Features/Enhancements: | Sl.No
| Feature ID
| Description
|
1
| 7432 | Mobile Client support for support reps who need to access SupportCenter Plus via iPhone and other Smartphones. The mobile client can be accessed through the mobile browser. The mobile client supports request module features such as creating new request, viewing request details, adding resolution to the request, adding time entry, assigning support reps to a request, closing completed requests and deleting requests. These actions can be performed based on the Roles assigned to the support reps. | 2
| 7357 | Support for NTML v2 based authentication for pass through authentication (Single Sign On). SSO settings directly authenticate users into SupportCenter Plus, once the support reps logs into the Windows system credentials by using their account. | 3
| 7547 | Request Template Enhancements : The options to select the fields for the template, also to determine the fields to appear on the Request View page and New Request form. The fields selected under Field Visibility will be available for customizing the request form.
| 4
| 7385 | Included the account additional fields, contact additional fields, time zone, industry, and country in the criteria of the business to define the Business Rules. | 5
| 7374 | Account Manager has been included in SLA escalation notifications. | 6
| 7431 | Bulk Delete option has been provided in Accounts and Contacts module. | 7
| 7523
| Provision to access mobile client from SupportCenter Plus login page.
| 8
| 7506
| Option to add inline image while adding resolution.
| 9
| 6540
| Additional fields have been included in API while creating new request. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1 | 7285 | Twitter integration with SupportCenter Plus was broken. | 2 | 7337 | While adding, editing and deleting the time entries, the history details and last updated time are not getting updated. | 3 | 7355 | Account filter is not working under Timesheets. The application considers the comma as a delimiter and filters the single account into two separate accounts. | 4 | 7361 | While editing the time entry details, the status automatically changes to 'Non-billable'. | 5 | 7387 | Unable to edit the group if the group contains more than 400 support reps. | 6 | 7388 | While selecting the domain name in Active Directory, the child OU's present under that domain are not getting selected. | 7 | 7409 | The 'Time Entry' variable has been included in Job Sheets. | 8 | 7412 | Issue:
Attachments can be downloaded by the non-registered users.
Fix:
Provided more secured authentication for downloading the attachments. | 9 | 7413 | Issue:
Unable to download files in Firefox 8. While downloading a file in Firefox 8, instead of the file name, 'File download.jsp' is displayed.
Fix:
The name of the file will be displayed once the file is downloaded. | 10 | 7420 | Issue:
'Undefined' text appears, during the AD import.
Fixes:
The corresponding user name will be shown during the AD import. | 11 | 7437 | The Time elapsed is not getting calculated properly for requests. | 12 | 7440 | The Satisfaction Level summary is not calculated properly in Survey results when business units are enabled. | 13 | 7470 | The request description in the Request List view page is not wrapped properly if only two or three columns are selected.
| 14 | 7517 | Issue:
While moving requests to another business unit the 'Level' field was not available.
Fixes:
Included the 'Level' field. | 15 | 7565 | Issue:
If the Response time or Resolution time is set as Zero under SLA, the Response Dueby time or Due date is set with the created time.
Fixes:
If the Response time or Resolution time is set as Zero under SLA, the Response Dueby time or Due date will be set as none. |
ReadMe 7903
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 7167 | Job sheet - Option to view the entire details of the request in a single template called Job sheet which can be printed and used by the field technician on a customer visit. The Job sheet template is fully customizable and the customization is specific to a particular business unit. You can print the Job sheet from the Request Details page --> Actions drop down --> Print Job sheet. | 2
| 7293 | Timesheets - Option to mark billable, non-billable, and billed time entries. You can now export all the billable time entries to QuickBooks for creating invoices to the customer. | 3
| 7323
| Option to move bulk requests across business units from Request list view page. | 4
| 7324
| Ability to synchronize tasks and events between Microsoft Outlook and the SupportCenter Plus. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 7048 | Customers should not be notified with the request update notification, if the note(s) added to the request are set to private. | 2
| 7115 | Line feeds are not maintained in the Time Entry list view under Request Details page --> Time Entry tab. | 3
| 7118 | The note description is not displayed properly in the Request View page. | 4
| 7120 | Notification rules are not getting saved in Russian language. | 5
| 7130 | The contract is displayed under the contract expiry filter even after the renewal. | 6
| 7152 | Contract is not getting applied to the request, if end date is not mentioned for the contract. | 7
| 7181 | Whenever a request is created through any mode, the Support rep default values of the request template will get applied to the request. |
Issues Fixed : | Sl.No
| Issue ID
| Description
| 1
| 7140 | While replying, cc email id's are not getting populated properly. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 7107 | Unable to open the old requests and requests which are moved from one Business Unit to another Business Unit. |
Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 6593 | Request View page --> Account Info --> Account Details block displays the Global and Business Unit account additional fields.
| 2
| 6785
| Option to add colors to priority to prioritize the requests.
| 3
| 6911
| Option to organize module tabs.
| 4
| 6968
| Notification has been provided for the support reps when user reopens the request from the portal/mail.
| 5
| 6996
| The contract enhancement helps you to create contracts for an account incorporating multiple products within the same time period. Establishment of Rate Types feature allows you to create contract with different cost for different hours. Hours spent on request can be tracked and can be billed to the customers. Also renew your contract, get notifications on contract expiry, and view contract based on pre-filters.
| 6
| 7062
| Group-level mail configuration is available within the Business Unit. Configuring email addresses to the groups will automatically route mails to respective groups. While replying the request assigned to the group, the From Address will be the Reply to Address of that group.
| 7
| 7101
| Option to view all the time entries attached to the customer requests under the Timesheets tab.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 3773
| The exact mail count to be fetched in the application is now available in the notification mail.
| 2
| 4332
| For Support rep having access only to contract module, the Add New Account link should not be available.
| 3
| 4409
| The New Request page freezes for a while to avoid multiple submission of request.
| 4
| 6092
| Earlier the application allows only the integers (eg, 1hr or 2hrs) of contract hours now it also allows fractions (eg, 1.50 hrs or 1.25 hrs) of contract hours. Changing of hours or incidents purchased in the contract does not properly update the remaining hours or incidents in the application.
| 5
| 6405
| Additional time zones have been included.
| 6
| 6563
| New folder created for saving new reports is not displayed in the folder drop down list while saving the report.
| 7
| 6603
| The application should not allow to add the business rule, when the selected action set 'sub category' does not match with the 'category' selected.
| 8
| 6640
| In trying to edit the request created with other than default templates, the field values of the default template are selected.
| 9
| 6644
| Link to unassigned requests is now available in Pending Requests by Support rep and Pending Requests by Accounts widgets.
| 10
| 6652
| Exception while submitting a ticket through portal.
| 11
| 6659
| Exception while browsing solutions through portal.
| 12
| 6695
| The Door No. field in New Account page now allows up to 50 characters.
| 13
| 6736
| 'Stop Timer' option in Request Details page is now available irrespective of the operational hours.
| 14
| 6739
| Unable to view the Outgoing and Spam Filter tabs under Mail Server Settings for Polish and Russian languages.
| 15
| 6751
| The lengthy solution subject is wrapped and a part of the sentence is shown in the Solutions list view page. Hovering on the mouse on the wrapped text display the tool tip.
| 16
| 6758
| While changing the status of the request from 'On Hold' to 'Closed' status, the time elapsed when the request is on hold is calculated along with the worked hours.
| 17
| 6778
| The notification mail sent to the CC recipient does not include all the conversations made by the support rep while replying the request.
| 18
| 6815
| Pending Requests by Support Rep and Pending Requests by Accounts widgets is added with 'Open' column that lists the requests with open status alone.
| 19
| 6839
| Requests created via email, API, Portal is not getting applied to default values of the default request template.
| 20
| 6856
| Provision to add products with same names across business units.
| 21
| 6919
| Application hangs when the request is reopened from on hold status during holidays.
| 22
| 6952
| The Request View page displays the contract expiry notification up to 30 days from the contract expiry date. | 23
| 7058
| While changing the recurring pattern for the existing tasks, the comments added to the task is getting deleted.
| 24
| 7121
| Navigation buttons is available at the bottom of list view pages in all the modules. You can view the navigation buttons if the list count is more than 15.
|
Issues Fixed : | Sl.No
| Issue ID
| Description
| 1
| 6759 | Search issue is fixed in this Hotfix.(When you search for a solution in the solutions list view, it will be redirected to a blank page) |
ReadMe 7803 Issues Fixed : | Sl.No
| Issue ID
| Description
| 1
| 6705 | Performance & Security issues addressed. | ReadMe 7801 Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 6543 | Notification has been provided for the support reps when user registers from the portal. | 2
| 6621 | Products as a tab. To manage Products in an efficient manner, the Products inside Admin settings has been moved and introduced as a main level tab. Using Product tab, you can add, view, modify, search and bulk delete the Products. Easy navigation option allows you to scroll through Products in the list view. It also allows the administrator to create Product Type while adding a Product. | ReadMe 7800 Features/Enhancements: | Sl.No
| Feature ID
| Description
| 1
| 4680 | Option to Move Requests,Solutions and Copy accounts and contacts across Business Units. | 2
| 5319 | Link to view account information is provided from contract detail page. | 3
| 6061
| While viewing a solution, the title bar of the web browser displays the title of the solution. | 4
| 6236
| Support Reps can mark the first response of a request from Request detail page -> Actions drop down list. | 5
| 6275
| Customer Portal per Business Unit. Option to fully customize the customer portal color and layout.
| 6
| 6304
| Option to mark accounts as "Inactive". The accounts thus marked as "Inactive" will not appear in the current request forms.
| 7
| 6408
| Ability to customize and display a custom widget in contact login.
| 8
| 6448
| Link to update request –account association in contact details page.
| 9
| 6455
| Option to reorder views.
| 10
| 6557
| Korean language has been included.
|
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 5029 | While performing a backup schedule, the backup commences at the hour when the previous backup was completed. | 2
| 5068 | Unable to save additional fields with ' $ ' as value. | 3
| 5949
| Renewing a contract during the active period makes the requests associated to the contract unviewable.
| 4
| 5993
| Ability to edit the contact and account information even after adding the time entry.
| 5
| 6012
| Unable to generate a report with request additional fields, if the additional fields have the keyword ‘Order'.
| 6
| 6076
| While forwarding a request via mail, the date on which the request was created does not get displayed. Also, To CC variables are included in notification templates.
| 7
| 6156
| While adding a product from account view, products are not segregated based on product type.
| 8
| 6167
| While updating tasks, the comments entered for the tasks do not appear.
| 9
| 6175
| While creating a request using a request template, the resolution added to the template does not appear, when saved, unless the 'Resolution Details' block is branched down.
| 10
| 6191
| While performing a backup, the indexing will be stopped temporarily to avoid schedule backup failures.
| 11
| 6194 | Create a request template with group and support rep fields populated with values. While creating a request using this template, the value entered for the support rep does not get populated.
| 12
| 6196
| With browser default language as Russian, when a contact replies to a request, the body of the message does not get displayed.
| 13
| 6231
| Unable to view sub accounts in account view if more than 100 sub accounts are added to the account. This has been rectified and now you can view unlimited sub accounts in the account view.
| 14
| 6235
| The link in the survey email that is generated when invoking the option Requests -> Actions -> ' Send survey for this request ' is not sending the content properly.
| 15
| 6274
| The schedule CSV import does not update the contact description for an existing contact.
| 16
| 6303
| Issue with unclear characters in Dashboards tab has been fixed.
| 17
| 6309
| Custom Status with type as ' In Progress ' does not get populated in dashboard widget ' Pending requests by Support Reps '.
| 18
| 6330
| Unable to view requests raised by a sub account from the sub account details page.
| 19
| 6355
| If multiple email ID’s are entered in the To field of Submit for Approval form, and if the second or third approver tries to approve the request using the link from mail, an exception occurs, and the request cannot be approved by any of the approvers.
| 20
| 6403
| System prompts a message when blank space is entered before or after the request Id in Go to text box in request list view.
| 21
| 6413
| Unable to save the ' Password Reset Request Notification ' template - Fixed.
| 22
| 6434
| Select two tickets to merge. Click Merge button and click Cancel in the dialog window. Assign a technician without reloading the page. The tickets are merged and assigned to the technician.
| 23
| 6569
| Searching for solutions from request detail page lists solutions with multiple blank subject names.
| 24
| 6579
| While inserting a solution from Reply window in support rep login, the attachments in the solution do not get displayed.
|
Internationalization ( Multi Language ) | Sl.No
| Issue ID
| Description
| 1
| 6192 | Unable to delete support rep in russian language - Fixed. | 2
| 6333 | Unable to save notification templates in russian language - Fixed. |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 6245 | Contacts getting deleted when trying to delete the sub account - Fixed. | 2
| 6250 | Error when importing contacts through a CSV file - Corrected |
Issues Fixed: | Sl.No
| Issue ID
| Description
| 1
| 4646 | While creating a new contract, number of hours/incidents are not getting updated properly - Fixed | 2
| 5952 | Exception while saving the request additional fields - Fixed | 3
| 6118
| Exception while adding the recurring task/event - Fixed
| 4
| 6122
| Wrong view name is shown for tasks after clicking on ' Activities ' tab - Fixed
| 5
| 6148
| The link in the survey email that is generated when invoking the option Requests -> Actions -> ' Send survey for this request ' contains the IP address of the server. It is now changed to the server name.
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