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ReadMe V2

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7931

ReadMe 7931
(Released On: April 03, 2014) 

Features/Enhancements:
Sl.No
Feature ID
Description
1
 10502Solution 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
11203A 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
11196The ‘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
10989Subject variables are blank in Business Rule → Customize Message Template "subject" field.
2
10980When 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
10947Cannot 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
 10756Time 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
10691Unable 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
10741During ‘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
 10673Custom Schedules
Option to schedule the user specific custom scripts/classes through SupportCenter Plus application.
2
10672The Request History interface is revamped to have a better visibility.

Issues Fixed:
Sl.No
Issue ID
Description
1
10648On Notification emails, the email description field populates only the Request main description instead of the latest conversation description.
2
10657Attachments 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
 10380Supports 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
10349The 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
10482Global 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
3002Issue:
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
3305Unable to duplicate the request if the parent request contains attachments.
3
7147Users 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
10424Unable to add Support Rep name while adding request through “addRequest” API call.
9
10444
Unable to upload attachments through API.
10
10481Exception 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
 10091Option 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
 10089Option 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.
310378Option to upload attachment through API while replying and forwarding requests.
410373The 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 792
3 (Released On: August 01, 2013)

Features/Enhancements:
Sl.No
Feature ID
Description
1
 8768Your 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
10177When 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
10192Earlier 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
 8769Custom 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
9973Option to upload attachment through API while adding and updating requests.
3
9640Option to add attachments from the Actions menu in the requests details page.
4
9987When 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
9098While adding, editing or deleting the tags & cc recipients, the corresponding information is not shown in the history.
2
10093In 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
 10005Notification 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
10034Advanced 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
10033Custom 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
8229In Business Rules, if ‘description’ is added as criteria, the business rule is not getting executed properly.
2
9921If 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
10003The solution title is not displayed properly while inserting solution in Reply and Forward window.
4
10027Unable to access SupportCenter Plus mobile client.
5
10031Unable 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
 8739All 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
9850Support Reps unable to edit a request when they have a specific custom role.
2
9853If 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
9868In 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
9485Earlier 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
9712Option to add Request properties as criteria under Survey settings. Based on the matching criteria the survey will be triggered automatically.
4
9333The 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
9738Data 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
9365Issue:
     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
9718Due by date is not calculated properly, when a request is reopened from Resolved status.
4
9733For 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
9410Option 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
9309The 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
9338Option to disable the cc recipients while creating request through customer portal. This is based on the Global Config table entry.
4
9535The ‘Sub Account’ variable has been included in the Notification template.
5
9540Option to get requests in the user defined time format through 'getRequest' API call.

Issues Fixed:
Sl.No
Issue ID
Description
1
8297iPhone Issues:
  1. The reply/forward buttons are not displayed while trying to reply to the contact conversation from iPhone.
  2. While replying a request through iPhone, the CC email ids are not getting populated.
2
9404When an attachment with lengthy file name is sent along with the request, the application removes the attachment and adds the request alone.
3
9407Vulnerability during downloading attachments has been fixed.
4
9413Performance issue related to SLA escalation emails has been fixed.
5
9331Elapsed time is not calculated properly, when a request is put onhold for a long time and then moved to resolved/closed status.
6
9436Issue while updating category, subcategory and item through 'updateRequest' API call.
7
9450During 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
9457Updating the Tags and Cc Recipients in the Request Details page does not update the Last Updated time of the request.
9
9515Issue while disabling the AD import schedule has been fixed.

ReadMe 7916 (Released On: January 22 , 2013) 
Features/Enhancements:
Sl.No
Feature ID
Description
1
9237Option 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
9176When a contact is deleted from the application, the existing requests raised by that contact cannot be viewed.
2
9199Unable to send notification to the primary contact when a request is closed.
3
9208Issue:
     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
9278Elapsed time is not calculated properly, when a request is put onhold for a long time and then moved to resolved/closed status.
5
9288Email command values are not getting applied properly to the the requests.
6
9294When sales details are available for a product, and if that product is edited through Account Details page results in an exception.
7
9305If 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.No
Issue ID
Description
1
9127In the Russian language, the support rep is unable to select the views present at the end of the Custom View list.
2
9124Unable to save the changes after editing the SPAM FILTER criteria. 
3
9149When 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.
28725Moving 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.

38687Conversation 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
48164
Option to view the current and latest build details under Support link as well as Help --> About Product.
56417
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.
65990
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.
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ReadMe 7909 (Released On: June 07, 2012)
Features/Enhancements: 
Sl.No
Feature ID
Description
17661Support 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)
38243
While performing global search, the search results will be displayed based on the relevance and date.
48282
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:
  1. While updating a request via API form, the response dueByDate is not getting updated properly.
  2. Line feeds are not maintained while replying or forwarding requests and while adding or updating resolutions via API form.
  3. 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.

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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
17654Contract 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.
27591Option to make products as "Inactive". The products thus marked as "Inactive" will not appear in the current request forms.
37592Option to directly select and attach files by clicking on the Attach link in the Reply and Forward window.
47621Option to change the status of the request while adding resolution in the Request Details page --> Resolution tab.
57606Option to approve contacts from the Request view page.
67726While 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.
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Issues Fixed:
Sl.No
Issue ID
Description
1
7552Displaying product type in New Request form on customer portal.
2
7560The 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
7575Issue:
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
7586Option to create request reports based on account status.
5
7587Issue : 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
7631While 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
7624Issue:
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.
 
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ReadMe 7905 (Released On: January 05, 2012)
Issues Fixed: 
Sl.No
Issue ID
Description
1
7384The 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
7632While adding a resolution to the request, the option to add time entry does not appear.
3
7640Issue:
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
7651After 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
7432Mobile 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
7357Support 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
7547Request 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
7385Included the account additional fields, contact additional fields, time zone, industry, and country in the criteria of the business to define the Business Rules.
5
7374Account Manager has been included in SLA escalation notifications.
6
7431Bulk 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.
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Issues Fixed:
Sl.No
Issue ID
Description
17285 Twitter integration with SupportCenter Plus was broken.
27337While adding, editing and deleting the time entries, the history details and last updated time are not getting updated.
37355Account filter is not working under Timesheets. The application considers the comma as a delimiter and filters the single account into two separate accounts.
47361While editing the time entry details, the status automatically changes to 'Non-billable'.
57387Unable to edit the group if the group contains more than 400 support reps.
67388While selecting the domain name in Active Directory, the child OU's present under that domain are not getting selected.
77409The 'Time Entry' variable has been included in Job Sheets.

8
7412Issue:
Attachments can be downloaded by the non-registered users.
Fix:
Provided more secured authentication for downloading the attachments.

9
7413Issue:
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
7420Issue:
'Undefined' text appears, during the AD import.
Fixes:
The corresponding user name will be shown during the AD import.
117437The Time elapsed is not getting calculated properly for requests.
127440The Satisfaction Level summary is not calculated properly in Survey results when business units are enabled.
137470The request description in the Request List view page is not wrapped properly if only two or three columns are selected.

14
7517Issue:
While moving requests to another business unit the 'Level' field was not available.
Fixes:
Included the 'Level' field.

15
7565Issue:
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.
  
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 ReadMe 7903
Features/Enhancements: 
Sl.No
Feature ID
Description
1
7167Job 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.
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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
7118The note description is not displayed properly in the Request View page.
4
7120Notification rules are not getting saved in Russian language.
5
7130The 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.
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ReadMe 7902 
Issues Fixed :
Sl.No
Issue ID
Description
1
7140 While replying,  cc email id's are not getting populated properly.


ReadMe 7901 
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.
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ReadMe 7900 
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.
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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.
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ReadMe 7804 
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.
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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.

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ReadMe 7800 
Features/Enhancements:
Sl.No
Feature ID
Description
1
4680Option 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.
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Issues Fixed:
Sl.No
Issue ID
Description
1
5029While 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
6194Create 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.
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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.
ReadMe 7704 
Issues Fixed:
Sl.No
Issue ID
Description
1
6245Contacts getting deleted when trying to delete the sub account - Fixed.
2
6250 Error when importing contacts through a CSV file - Corrected
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ReadMe 7703  
Issues Fixed:
Sl.No
Issue ID
Description
1
4646While 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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