What's new in HarePoint HelpDesk for SharePoint 16.4
Dec 12, 2017
- New feature: A possibility to hide a photo of a technician from the tickets viewing page is added.
- New feature: A possibility to sort and filter the search results by the main fields is added.
- New feature: It is now possible to change the number of search results displayed per page.
- Visual changes: An icon “filter” is displayed now in the dashboard column title when a filter is applied for this column. This change made to point the attention of the technician when the filters are applied and some tickets are not displayed on the page.
- New feature: HarePoint HelpDesk Diagnostics tool is added. This tool simplifies 'on the fly' monitoring, diagnostics and resolving of the main problems which may occur with the product installation or operation. It allows checking of the web.config modifications, collecting the necessary records from SharePoint ULS logs, verifying of the deployments and activation of the HelpDesk site features, timer jobs, resources etc. The tool allows generating the report file with all necessary diagnostics info to speed up the troubleshooting of the problem with HarePoint technical support team.
- Fixed: the issue with assigning the task to several responsible
- Fixed: the issue with the request escalation - working hours settings for 2- 3- 4-th SLA escalation levels.
- Fixed: the issue with due date setting.
- Fixed: the issue with displaying of tree-based elements 'Product' and 'Category' in the editing form (the parent elements have not been displayed earlier, but the selected object only).
- Fixed: the issue with the date 'Request Opened' in notification messages, it was specified incorrectly for the re-opened tickets.
New in HarePoint HelpDesk for SharePoint 16.3 (Dec 12, 2017)
- New feature: parser for incoming messages has been added, allowing the filling of query fields using text expressions.
- New feature: a setting for various mandatory fields for different user groups. Previously Helpdesk automatically tool the mandatory fields from the list settings – then being the same for users and technicians. Now the settings can indicate differing mandatory fields for one group or another.
- Fixed: issue with form settings (when a field was deleted from a list, the form continued to show it).
- Fixed: issue with display of My Open or Unassigned (unwanted closed tickets were displayed).
- Fixed: issue with redirect of the module when referencing a non-existent site collection fixed.
- Fixed: issue with page layout (when using a comment with non-standard html– this affected the whole page layout including styles).
- Fixed: issues in installer (allowed skipping the step in which the web app was chosen, resulting in an invalid installation. A rollback of the install with error was done using the copyappbincontent command).
New in HarePoint HelpDesk for SharePoint 16.2.0.1 (Mar 29, 2017)
- New feature in the Knowledge Base (KB): articles for Technicians. Now it is possible to create articles available for Technicians only and hidden from the Helpdesk users.
- Junk e-mail filer is improved and now one can select multiple parameters in the rule.
- A customized notification template can be used with the “Send a HarePoint HelpDesk Notification” workflow activity.
- Fixed: Option to attach a file to a task now appears in the HarePoint HelpDesk dashboard.
- Fix in the product automation algorithms: now the status of a closed request is not changed to Open when the technician adds an internal comment or updates the resolution comment.
- Fixed: Improved logic for KB article suggestions when user is creating a new ticket.
- Fixed: Mobile Web Part view (design or layout) and operation.
- Fixed: Backslash usage in hidden comments is allowed now
- Fixed: Multiple Users Fields now available for use when creating custom fields in the request form.
- Fixed: error in filtration of data in Boolean fields with only two possible values: true or false.
- Other minor corrections.
New in HarePoint HelpDesk for SharePoint 16.1.0.4 (Mar 17, 2017)
- Mobile version of web part added;
- Additional functionality in Outbox – now copies of notifications can be resent. Sample workflow included – Send notifications copies;
- New options for notifications – does not send to group if individual operator listed as responsible;
- Added choice of empty characters for lookups;
- German version corrected;
- German documentation available;
- Bug fix: reactivation of feature no longer removes notification settings.
New in HarePoint HelpDesk for SharePoint 16.0.0.0 (Oct 10, 2016)
- Also, the new version includes:
- Fix on adding of attachments to user’s web-part, which is placed on a custom master page.
- Fix on adding of attachments to user’s web-part. An error message was displayed in Internet Explorer, even though attachments were added properly.
- Fix for the displaying of the lookup fields in forms.
- Fix for the filter "by Support Group" in reports.
New in HarePoint HelpDesk for SharePoint 15.6.0.0 (Dec 8, 2015)
- Archiving of ticket requests in the database with restoration to the request list.
- New Site Feature that removes the 5000-element list view limit for the HelpDesk site without turning off the parameter for the whole web application.
- Error causing some emails loaded from external mailboxes not to be processed corrected.
- Algorithm for sending notifications to HelpDesk site administrators changed in cases where the Administrator belongs to the Viewer group on the HelpDesk site.
New in HarePoint HelpDesk for SharePoint 15.5.0.4 (Jun 4, 2015)
- Option to use a custom title for HarePoint HelpDesk pages has been added
- The problem with display of pictures in notification messages is fixed
- Logo for pdf export is selected from site settings now; also the name of the web-site can be inserted, too
- New macros are added:
- [%hhd: supportrepusername%] – name of responsible person
- [%hhd: supportrepuseremail%] – email of responsible person
- [%FullRequestHistory: OnReverse%] – reverses request history data prior to inserting it into the message
- Changes in the security model: Now the HelpDesk settings pages can be viewed only by users with permission “Manage Web
New in HarePoint HelpDesk for SharePoint 15.5 (Jun 4, 2015)
- German and Russian language packs are added into the product installation wizard.
- Search across KB articles is enabled and display of suggested articles to technicians is added when new a new request is created from the Technician dashboard.
- Support for sending attachments in notification messages is available. Now when technician replies to the user with attachments, they can be send to user in the notification message, so the user will get all the needed information right in the message, without entering the HelpDesk website.
- The field types Choice, MultiСhoice and MultiLookUp can now be used to customize the request creation form and to add new fields there.
- More flexibility added to the notification settings. Now it is possible to configure notifications for new replies by the user and technician individually.
- Option to adjust the default view of Categories and Products is added. Now it is possible to show data in collapsed view by default.
- Attachments can be added to KB articles now
- Bug in the resolved requests report is fixed.
- Some compatibility issues with localized SharePoint web-sites are fixed.
New in HarePoint HelpDesk for SharePoint 15.4 (Jun 4, 2015)
- New security role, “Viewers,” is added.
- Request view page is optimized for speed.
- Support for German language pack is added.
- New feature, “resolution confirmation,” is added. Now a request with status “Resolved” requires user’s confirmation.
- Broken link “View User Requests” is fixed in the message templates.
- New option is added into the HTTP module which redirects users to a web-part page. Using this new feature it is possible to place the web-part page on the same web-site where HelpDesk is.
- Bug with hidden comments is fixed in the Request view page for technicians.
New in HarePoint HelpDesk for SharePoint 15.3 (Jun 4, 2015)
- A package with demo-data was added in the product.
- New feature to create tasks related to specified requests.
- New macro for notification message templates to save the full message history of the request in email notifications.
- New navigation menu for the HelpDesk site.
- Bug occuring with report pdf export fixed.
New in HarePoint HelpDesk for SharePoint 15.2.1 (Jun 4, 2015)
- Settings page redesigned and updated to improve usability.
- HelpDesk Technicians can add comments in the tickets that are hidden from users.
- The problems with grouping data by multiple fields in the Technician dashboard was fixed.
- Links to KB articles can be added to the ticket reply.
- Added option to specify a custom period of time for analytics reports.
New in HarePoint HelpDesk for SharePoint 15.2 (Jun 4, 2015)
- New report "Trends by users" is added
- When escalation by SLA rule occurs, notification now can also be sent to the person responsible for the request before escalation.
- Old messages can be purged from Outbox folder automatically now
- A new action, "Set level as", is added in the group of actions available for escalation rules.
- Option to specify user account from which requests which were sent by email are created
- Size of the user's picture is now limited
- Bug with generation of category and product tree is fixed.
- Bug with Due Date calculation for operation hours is fixed in the SLA rules.
- Bug with sending notifications to users which names included in square bracket is fixed
- Bug with changing of the message status from "In progress" to "Open" when a new comment is posted is fixed.
- Bug with blank notification message for "RequestAssignedToTechnician" action is fixed.
New in HarePoint HelpDesk for SharePoint 15.1 (Jun 4, 2015)
- Multi-level lookup fields are supported now: you can create Subcategories and Subproducts.
- New feature: export requests by schedule.
- New version of DevExpress (v.12.2.12) is used now.
New in HarePoint HelpDesk for SharePoint 15.0 (Jun 4, 2015)
- HarePoint HelpDesk is now fully compatible with Microsoft SharePoint 2013.
- Request export to PDF is added.
New in HarePoint HelpDesk for SharePoint 14.4.0 (Jun 27, 2013)
- Dates are displayed according to the regional settings for the web-site now.
- New reports on SLA violation are added.
- The problem with reply from the web-art (it occured on some configurations) is fixed
- Quick reply is inserted into the current cursor position now.
New in HarePoint HelpDesk for SharePoint 14.3.0 (Jun 27, 2013)
- New version of DevExpress implemented (version 12.1.7)
- Web-part identifier is added to allow detection of web-page from which requests are created.
- Web-part includes new features to notify users about request creation and to redirect users after submitting a ticket.
- Request list generation form is optimized for higher performance.
- Workflows fixed to eliminate the problem with processing requests with status «On Hold».
New in HarePoint HelpDesk for SharePoint 14.2.0 (Jun 27, 2013)
- Search by request ID
- Search by request text
- User search by name
- Spam filter
- SLA Rules
- Report export as PDF and XLS
- Report sending by email
- E-mail based request submission
- E-mail based replies to notifications
- Downloading of messages from POP3 and IMAP servers
- Quick response templates
- Knowledge Base
- Also, the new version includes:
- Changes in the alert system: now the Outbox document Library is used to send messages and alerts out. This allows you to view the list of sent messages, the status of the operation and even to resend the message.
- New workflow activities were added.
- The settings page to configure alerts was added.
- Workflows have been completely rearranged. Now the workflow monitors requests based on SLA rules.
- Recently viewed requests are displayed in the technician’s dashboard now.
- The capability to create user accounts automatically when a new request is submitted (or when e-mail messages are received) was added.
New in HarePoint HelpDesk for SharePoint 14.1.0 (Jun 27, 2013)
- E-mail supporting is added.
- Search feature is added.
New in HarePoint HelpDesk for SharePoint 14.0.1 (Jun 27, 2012)
- First public version of the product has been released.