Release date: 11th 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.
Service Activities – Additional URL below the Case ICON in Service activities opened in Outlook or in Service Calendar to open JCP of the service activity. More than one JCP can be opened at the same time.
On-site Job – Parts can be added to job either before or after job is completed.
SLA Contract Line – contract lines selected as hidden do not come up as an option when selecting contract line in Case. This function is useful to create monthly charges for services that do not have incident directly associated with those monthly charges (such as hosting services).
SLA Contract Line – A Service Item in contract line can be selected as default item for billing. A good example is to select the normal business hours charge as default. When default service item is selected the fast track billing option is also displayed as selected.
Remote Job JCP – While performing remote works and software is downloaded on behalf of customer, the value of the software can be billed to customer by adding it as Part to the remote job.
Job Priority – when assigning a job a priority level can be selected. The selected priority is assigned to the job as well as the related service activity. The current priority levels are: Low, Normal & High and “Normal” is set as default value. The priority option can be displayed in Service Activity. The field is located in the Notes tab of Service Activity and can be moved to other location in Settings>Customization>>Customize Entities>Service Activity>Forms &Views> Form customization. Adding the priority field as a column when listing active jobs (Helpdesk, Remote or In-house) is done in Settings>Customization>>Customize Entities>Select Job Type>Forms &Views> Select View. A workflow can be designed to be triggered when the priority “High” is selected.
Onsite Job – remove restriction on job backdating for onsite jobs. Jobs can be backdated any time even before case created date. The option to backdate onsite job is in QoS-IT Setting. The back dating option is allowed only if there is no other job such as remote or helps desk jobs that are already active and works in the remote or helpdesk jobs have already updated the First Response field of the case.
SLA Contract line>Allotment Log – Allotment Management function accepts negative allotments and decimal numbers. The invoice function (for adding / subtracting allotments) can be unselected if no invoice is required.
SLA Contract Line – HW devices and Schedule Maintenance jobs can be added / removed from SLA Contract line even after the contract has been activated
Job assignment – Button to click and open calendar is available whenever you manually assign jobs
Help Desk Job – The contact name selected in Responsible Contact (in case) is the default link between help desk job and the person you support.
Customer Satisfaction Survey – The email address of the user sending Customer Satisfaction Survey can be set in the Sender field of the Set Properties of the workflow
Resolved Cases – Microsoft CRM does not allow editing the Work Details field once case is resolved. To overcome this limitation “Work Details” entity is introduced to store the text edited in the Work details field of the resolved case. You can edit this field in Case>”Billing & Close Case” tab.
Allotment Report – the following fields are available in the XML file for allotment reports to present hours in HH:MM format (currently decimal format): debittime, credittime, openingbalancetime, closingbalancetime, TimeAllotmentBalance, totalallotmenttime
Timesheet – The options in pick list to report on time gaps are read from the timesheet entity and can be modified by users. To modify this pick-list go to: Settings>Customization>>Customize Entities>Timesheet>Attributes and select
Download New Workflows
Q4.8 – Recalculate and update timesheet gaps
On a day when there are no records in Timesheet, the plug in will “split” the day to three components Before Hours, Timesheet Gap and After Hours, based on the Start Time & End Time in the Set Properties of Timesheet Gap Split plug-in.
Q4.8 Case-Responsible Contact
When case is saved than if the Customer field is a Contact and the Responsible Contact field is empty then save the Contact details in the Responsible Contact field
Modified Entities
• ask_helpdesk
• ask_inhousejob
• ask_onsite
• ask_removejob
• ask_slapricelist
• ask_timesheet
• ask_workdetails
• contactdetail
• incident (Case)