Version 4.11 Release date: 11^th October 2010

QoS-IT Version number – QoS-IT software updates are recorded as version number and release date in QoS-IT Settings.

Phone Activity – Add subject line with default to case number & issue description. Link to Contact not Account

Knowledgebase Activity – Add subject line with default to case number & issue description.

In-House Job – When selecting HW Device and there is no device for the selected customer, the option “Link to Customer”, if selected, links the HW device to the Customer associated with the case

Email2Case workflow – If incoming Email has empty subject line then the issue description of the case created by this incoming email is “No Subject line”.

Case - the total reported time and billed time of case is stored in the ask_totalreportedtime, ask_allotmentsbilled, ask_timebilled attributes of the case and displayed in the Case>”Billing & Close Case” tab

Case – Case can be associated with other addresses. Other addresses’ pick-list reads the other addresses’ table associated with the Account entity. This function is useful when one head office assigns jobs to many branch offices or when one pool of prepaid hours is shared between many branch offices. The field is located in the Administration tab and can be moved to other location in Settings>Customization>>Customize Entities>Case (Incident)>Forms &Views> Form customization.

New Features
Merge Case – New toolbar button “Merge Cases” in Case’s list. Select the 2 cases to merge. Case which was entered last or the case which has no jobs associated with it, will be merged with the case that was created first or has jobs associated with the case. Merge can be done for 2 cases for same Account / Contact
Job Control Panel (JCP) – Create new service activity when you exit JCP if the job is not completed
Invoice - Deactivate invoice when it is paid in full. Display deactivated 9paid) invoices on portal
Portal’s date format (US / non US format) is read from CRM settings and displayed accordingly on portal
Onsite travel time is reported to timesheet
Allow Recurring Maintenance cases to be scheduled for all SLA Contract types.
Open more than one JCP at a time while in Outlook, Service Calendar or Remote / helpdesk Entities
Preserve text formatting entered in JCP when displayed in XSLT file (such as invoice or reports)
Enhanced SLA Contract line:

• Monthly billing for the quantity of HW Devices attached to the SLA Contract
• Invoice all SLA Contracts each as a line item in one single monthly invoice (download Q4.6 updated workflows to take advantage of the new features)
• A toolbar button is available in the SLA Contract & HW Device to add or remove HW device from SLA Contract Line

Invoice

• Display total number of hours in monthly invoice
• Display total Non-billable hours in monthly invoice
• Display the total amount to be invoiced in the preview of monthly invoices

When case is resolved, the Billing tab shows details of what was billed
Fix “re-assign job” functionality
New workflow plugin to create invoice from any entity
Service Preferences in Account are displayed in Onsite Job
View Service calendar button when assigning help desk & remote jobs
In Helpdesk Job / Remote activity – the default person that support is provided to is the Responsible Contact that that asks for helpdesk support is associated with the helpdesk job

Download an updated version of web portal from these URLs:

Portal

PortalAdmin

NOTE: Before you install the updated new sites follow these steps:

1. Backup the Web.Config & Settings.xml files from the Portal and Portal Admin web site directory.

2. Install the updated web sites

3. Copy the backed up Settings.xml file back into the Portal directory

4. Do not overwrite the new Web.Config files. Open the new Web.Config file in XML Editor, read the settings entries from the old Web.Config file (see image below) and enter them in the new Web.Config file. Update the same in the PortalAdmin directory.

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1. In-house job can be either engineering works (software development, web design) or workshop. When in-house job is engineering works than the Software entity is linked to in-house job, and when in-house job is workshop, an HW Device is linked to the job.

2. The entity SW License is renamed as Software and linked to Accounts with Many To Many relationships with HW device. (one Software can reside on many HW Devices, one HW Device can have many Software).

3. Remote job is integrated with Log Me In Rescue. Make sure you download the template for Log Me In invite Email.

4. Customers using web portal that do not have access to reports, allotments status or invoice can request to get their permissions updated by clicking a button on the web portal page. This action will change one or more of the three new fields added to the Web Portal entity. Refer to a workflow that triggers request to allow customers viewing a web...

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QoS-IT version 4 was designed with friendly & intuitive user interface that works like users would expect it to work. The new design was applied to case>job allocation, onsite and in-house Job Cards and to each of the helpdesk and remote Job Control Panels (JCP).
As part of providing customers with feature rich application yet easy and simple to use, we introduced Fast Track Billing that if selected in QoS-IT Settings,
job(s) will be automatically billed if they have one or no Service Items in the SLA Contract Line of the Case.
Impact & Severity – The new feature reads the Response Time and MTTS (Mean Time To Service) from a matrix that returns how fast we need to respond to an incident and how long should it take to resolve it, based on the incident’s severity and the number of users affected by it.
Mobile – Jobs allocated for onsite work are scheduled and displayed on any device with web browser and internet connection. Technicians / engineers can report in real time on the work performed on site, which then updates the Service Calendar.

All Jobs	The buttons that display notes from Case or Account now display Case & Account's Email and attachments. Phone numbers in Phone task can be updated to CRM
All Jobs	Open HW Device from Job Card. In the HW Device open network monitoring software such as N-able, Kasey, LPI or GFI MAX
All Jobs	When job is closed the job's activities history is displayed
Case	Case Origin renamed from Email2Case-Fully Resolved to Email2Case-Known Contact
Case	Rename button to "Reopen Case / Reverse Invoice" that presents its dual functionality. Enhancement: do not create invoice if total invoice is equal zero
Dashboard	Improved dashboard. Can be called from browser>favourite. Integrated reports in dashboard.
Email2Case	Trim the field retrieved from Email and converted to case to 100 characters and copy long Email subject field to Issue Description of the Case
Google Map	Remove apostrophe from address before queering Google map
Integration	HW Device integration with Kaseya, N-able & GFI MAX
Invoice	None service invoices (CRM invoices) can be printed including fix to the original Microsoft CRM tax calculation in Invoice entity. Add template option for Invoice-CRM.XSLT. Remove last blank page of in printed invoice
Invoice	Display in invoice the price of service item sold as prepaid hours or at reduced price to customer.
Onsite Job	Replace HW device from pick list to Lookup. Reprint onsite Job Card after job card is closed for customer's signature on work performed onsite
Response time	Added 15 minutes to response time. Improve on how Case critical times are calculated
SLA Contract	Validation of Price field in Add Allotments function
SLA Contract	Add or Remove Monitored Devices from the total amount charged periodically for maintenance agreement-retainer fee. Update invoice to reflect negative charge (reduction in number of monitored devices)
Case	Display SLA Contract Lines in alphabetic order (in Case)
Time sheet	Plug-in to create time sheet record immediately after Appointment is reported and completed
Web Portal Enhancements	Publish more than one web site each with its own logo, company name and company details, display Sales Literature and Knowledgebase by web site specific subject. les literature according to Each web site has its own customizing file
SLA Contract	Print as document

Before importing any customization, firstly export your current CRM customization and then back up CRM server

Customers Self-Service Portal 

Install web portal and portal administration files:
Download web portal
Download web portal admin

Do not install in the same website as Microsoft CRM 

For each of the portal web sites edit the web.config XML file in the  area the values of:
BusinessName - read from deployment manager / organization / unique name
Username
Password
Domainname
Update all URL to point to CRM Server

Email Templates

- Customer Satisfaction Survey – Email sent to customer with the survey URL address. You can modify the template but keep the [URL] intact.

New features / Enhancements 
** Release notes video. Click here

1. Link between Cost entity and SLA Contract Line to allow Maintenance contracts to accumulate costs during the maintenance agreement period.

2. Reported Time Type. New pick-list in QoS-IT Setting to associate the reported time with descriptive text list. At billing stage all reported times of same type are grouped and totalled.

3. When Job allocated to one user is “taken over” by another user, a message shows the user name that owns the job and asks for confirmation to be assigned to the user that takes over the job. Service activity is updated accordingly

4. Redesign Invoice & Case entities to “many to many” relationship. Add “Reverse Invoice” function

5. In-house job can be linked to HW device even if the device is not of the customer

6. Billing preview to allow delete & re-bill of Case. New Case status “ Ready for Sign Off”

7. Timesheet on weekends defaults to type “Weekend”