Organization:bigWebApps Project:HelpDesk

Improvements made to Time Tracking, Create Ticket Process, and Knowledgebase v 10.07.01

Sat, 24 Jul 2010 00:00:00 GMT

High Impact
Technician view
	Assignments bug fixed You can now access the assignments tab from all browsers.
	Rick Text Editor in Ticket Detail (REMOVED) Reversed: We added a rich text editor to the Response Message area inside tickets over the weekend. Due to some issues that this was causing with email integration, we have reversed this addition back to the old style of responses being sent.

Medium Impact
Adminstrator View and Configuration
	Configuration Button Moved The configuration button for the application is moving to the upper right hand corner. The old configuration button will remain for the next 2-4 weeks as a placeholder but will be removed in the near future. You will also notice a new layout of the Configuration screen. The old configuration screen had features broken up into many places such as Features, General Options, and on the Configuration page itself. The new layout is geared at giving a better picture from one area.
Locations and Account Manager
	Create Scheduled Ticket from Account page bug Creating scheduled tickets directly from an account home page is now possible.
Standard User view
	User Side Layout Adjustments The home screen for Standard Users and Super Users has been updated to hold more information without scrolling. The layout for Super Users has been improved to move the ticket creation process off of this screen.
Technician view
	Alternate End User Bug Fix The Assignments function for alternate end users is now working properly.
	Embed Images in Knowledgebase Articles You are now able to embed images into KB articles for better instructional information.
	Time Increments Time increments applies to the time tracking piece of the HelpDesk. Time Increments allows for you to manage the minimum amount of time allowed to be added in each time entry as well as the format. If your minimum amount is 15 minutes and your increment is set up for 15 minutes, then: 1. Any time entry less than 15 minutes will be entered as 15 minutes. 2. Any time entry that is not a multiple of 15 minutes will be rounded UP to the next 15 minute increment
	Create Ticket - "Make Me" The "Make Me" checkboxes allows for technicians to quickly assign a ticket to their own account as the end user and/or the technician. This is to replace the functionality of the old style of the Create Ticket process where you could click the link "Make me the user and technician"

Low Impact
Locations and Account Manager
	Hide Account Field on Create Ticket if only one Account If a department has only one Account the "Account" field is no longer shown on the Create Ticket screen.
Reports
	Add "Folders" to XML export information Folder information has been added to the XML Ticket Export functionality.
Technician view
	Printable Version of Follow Ups fixed Printable version of follow-up list for ALL technicians has been fixed.
	Work Pad added A more advanced version of the "Notepad" section on the ticket detail page has been added. This will allow you to add messages that have more functionality beyond plain text. This will store information on a ticket without adding a time/date stamped log entry.
	New Knowledgebase Page The KB home page has been streamlined to give a better search function and a more precise list of actions that you can take with less clicks.
	Logged Time Report The Logged Time Report has been greatly improved in both functionality and layout. If you have the Time Tracking piece turned on, you will find this report at Time > Logged Time Report

Super User Improvements and Alternate Users/Techs Notifications v 10.04.02

Sat, 24 Apr 2010 00:00:00 GMT

High Impact
Emails & Notifications
	Notification Issues on Multiple Techs/Users Upgrades made where notifications are auto-sent to alternate techs and users when replies are posted via email. Also, all assigned people other than the person taking the action in a ticket are auto-checked for the ticket response.

Medium Impact
Design Changes (UI)
	Ticket ID Search Added back for Standard and Super Users The Ticket ID search box is now available for Standard Users and Super Users on the new user interface design.
Locations and Account Manager
	Create Ticket v2 Locations bug fixed A bug that was had an effect on a small number of accounts with location on the create ticket v2 page has been fixed.
Technician view
	Add Top Level Folder A bug that did not allow top level folders to be created has been fixed. If you are not familiar with folders, target="_blank">you can watch an intro video here.

New Standard/Super User Interface; Scheduled Maintenance Management Help v 10.04.01

Sat, 03 Apr 2010 00:00:00 GMT

High Impact
Standard User view
	Super User functionality improvements Super User functionality was greatly improved for clients who also use Account Manager. Now the Super Users are properly being filtered for tickets and other people limited by the accounts to which they are assigned.
	Changes to Standard User and Super User Interface Improvements were made to the interface for both Standard Users and Super Users to make it simpler for them to operate. Watch Introduction Video

Medium Impact
Technician view
	Scheduled Maintenance tickets sortable by all columns All columns on the View Scheduled Tickets page are now sortable. Watch HelpVideo

Low Impact
Reports
	Reports: Default Sort Order The default sort order for all reports is now alphabetical for the Y-Axis values.

General fixes to reports, asset manager, and filtered technicians v 10.03.01

Sun, 14 Mar 2010 00:00:00 GMT

High Impact
Technician view
	Filtered Tech - only create tickets for their filtered users Filtered Technicians can now only submit tickets for other users who fit into the description of their filter. For example: A technician is filtered for only one account. That technician can now only submit tickets for users assigned to that account.

Medium Impact
Asset Manager
	Two new fields in Asset export Two new fields were added to the Asset Export/Import sheet. "Last Updated" and "Last Update By" fields are now the last two columns on the import/export sheet.
	Asset Selection Improved The workflow for selecting an asset to add to an existing ticket has been improved to reduce the number of clicks. Changes: --When you click "Asset", a pop-up appears with a default search for all assets associated with the user of the ticket. --When you find the asset to be added, clicking "Select" closes the pop-up and adds the asset to the ticket.

Low Impact
Reports
	Summary Report graph: Y-axis fixed The Summary Report graph was corrected where the Y-Axis numbers were being cut off. This displays properly now.
Technician view
	New Start/Stop Timer A new clock timer has been added to the "Time" tab on the ticket detail screen. You can start and stop this timer, and it will auto-attach time to the ticket/project assigned.
	Close a ticket in On Hold status The ability to close a ticket while it is in the On Hold status has been added. Prior to this addition, you had to change the status to Open prior to closing the ticket.
	Ability to edit column - Logged Time A new information block has been added to the ticket detail page and the worklist page. This information is the amount of labor time logged towards a ticket as well as the percentage to estimated completion. You can choose whether or not to display this information on the worklist screen by clicking "Edit Fields & Order" at the top of the page.

Introducing: Page Help -- and General improvements and clean-up of some of the HelpDesk functionality v 10.02.01

Sat, 20 Feb 2010 00:00:00 GMT

High Impact
Design Changes (UI)
	Knowledgebase "Page Help" links added to HelpDesk Now you will see "Page Help" links on every page throughout the HelpDesk application. We will be creating help documentation, text, and videos for every page. Many of the pages will be blank now, but we encourage you to add any questions that you have about the page you are on to give us guidance on what documentation needs to be created. Thanks in advance for all of your help on the future of the application!!

Medium Impact
Technician view
	Related tickets - "Create New" link When creating a related ticket from an existing ticket, you will now have the option to "create new" master, sub, or related which will automatically make the connection between the two tickets. Watch this video for help
	Send response without reopening ticket Ability added to respond to a ticket without re-opening it. This will allow users and technicians to add small notes without requiring the ticket closing process to be repeated.
	Scheduled Maintenance: status filter for better viewing/managing A filter has been added in the Scheduled Maintenance section to filter for only enabled or disabled scheduled maintenance tickets. This should help with the management of your schedules as your list grows.
	Scheduled Maintenace: "Run Now" advances schedule The "Run Now" functionality with scheduled maintenance tickets has been improved. Now when you use the "Run Now" button, the system will create your support ticket as well as advance the schedule up to the next appropriate date according to your rules.
	Technician not to choose routing See snag. I believe this feature worked differently in the past. If this feature is checked, then a technician should not be able to choose another technician to route to when creating a ticket. I think they could have two choices: 1. Default routing 2. Thoughts? Jason Following file was uploaded: Tech_NotChooseRouting.png. ------------------------------ Local administrators now have the ability to limit technicians from choosing the technician who a ticket is routed to while creating new support requests. When used, the technician will only have the ability to assign a ticket to their own account or use the default routing rules.
Ticket Worklists & Details
	Response control check-boxes adjustment When sending a response to a ticket, all users and techs (other than the person sending the message) are checked to receive the entry via email.

Low Impact
Adminstrator View and Configuration
	Cleanup of the Logins page in configuration area On the Configuration v2 page, the Logins section has been improved for better usability when managing your client members as well as the settings for logins.
Ticket Worklists & Details
	Hours added beside the labor cost on Ticket Detail page Added the ability to view hours spent in the "Labor" section of the costs on Ticket Detail. Also, add a "Time" column on the worklist and ticket detail pages. This will represent the time spent as well as the percentage to completion based on data associated with the particular ticket.

Envelopes are back!! Improvements to Unassigned Queues v 10.1.1

Sat, 23 Jan 2010 00:00:00 GMT

High Impact
Ticket Worklists & Details
	Envelopes are back!! Envelopes are back! As you are aware, the envelopes on the worklist screen went away for a few weeks. The reason for them being taken down was that they were more than likely giving you a false sense of what was going on with your tickets and their notifications. You will notice with the new setup that there are no longer white envelopes. The white envelopes were intended to signify that the user of the ticket had not read the message you sent. The problem with this approach was due to the integration of the HelpDesk into your email structure. When your customer read the message inside an email, the envelope did not disappear. This, in turn, gave you the sense that they had not yet received the information. The yellow envelopes will work in the same manner as before. These envelopes only apply to tickets where you are the End User or the Technician. Envelopes appear when someone replies to one these tickets and will remain with that ticket until one of two things occur: 1. You respond to the ticket via email. 2. You open the ticket (but not necessarily respond) inside the HelpDesk application

Medium Impact
Adminstrator View and Configuration
	Changes to Unassigned Queues Feature added to the Unassigned Queues that now utilizes your login accounts instead of plain email addresses for your members. This change also gives the additional functionality of not sending emails to "Checked Out" technicians. Video: http://www.screencast.com/users/bigWebApps/folders/HelpDesk/media/bc8b0ec7-303f-4e90-abb8-5dd2846cea89
Standard User view
	BUG: Disable editing for custom fields Bug fixed for custom fields that were marked as not being editable by standard users.
Technician view
	Close Out Ticket Directly from Unassigned Queue You are now able to pick up and ticket from a queue and close it out in the same action. To do this, you will use the new "Close Out" button from inside a ticket currently assigned to a queue.
	A new version of Folders released New version of the foldering feature has been implemented and replaced the old version. You still have access to the old version of the feature for the immediate future.
	Time and Billing for Projects Time in a ticket is now counted directly towards the Project with which the Ticket is associated.

Low Impact
Adminstrator View and Configuration
	Bread Crumb Link Error Breadcrumb fixed for "3rd Party Integration" section of configuration.
Technician view
	Minor Adjustment to Tech Home Screen - "Enter Ticket ID" Added text to better explain the ticket id search on the Technician Home Screen. Added help text "Enter Ticket ID" to be shown when the field is not being used.
	Advanced Search - Default Status When using the Advanced Search control, the default value for the Status field is now set to "Open"
	Ticket File Upload Log Notes Improvements made to the log entries associated with uploading and deleting files. Messages now clearly state all activity related to files when opening a new ticket, closing a ticket, and adding a response message.

Alternate Technicians, Next Steps, and new Response Message box v 9.12.1

Sat, 12 Dec 2009 00:00:00 GMT

High Impact
Technician view
	Alternate Technician added Alternate Technician functionality has been added to HelpDesk. This will allow multiple technicians to "subscribe" to the notifications that happen within a ticket for better communication. http://www.screencast.com/users/bigWebApps/folders/Ticket%20Videos/media/2e340910-b384-45b7-be17-f068a7cbd795
	New Response Message box Combining several boxes to make one control for communication and log entries inside a ticket. http://www.screencast.com/users/bigWebApps/folders/HelpDesk/media/f51efa76-2c14-4443-a7bf-076c7cc22e41

Low Impact
	Next Step added Next Step allows a technician to add a note for quick review onto the ticket detail and worklist page. Video: http://www.screencast.com/users/bigWebApps/folders/HelpDesk/media/77a315f3-64b2-43f2-86d5-b778278f57f4

Related Tickets (Sub-Tickets) have arrived! v 9.11.1

Sat, 21 Nov 2009 00:00:00 GMT

High Impact
Technician view
	Related Tickets are here You can watch a two minute introduction video on Related Tickets here: http://www.urlzen.com/1160 And can read a blog post with screenshots here: http://www.urlzen.com/1161

Medium Impact
Locations and Account Manager
	New User Wizard - choose location A new user is now able to choose their location during the "New User" wizard process.
Technician view
	Calendar Problems in Internet Explorer Calendar on the Ticket Close page is now working properly. Remember that a date prior to the date that the ticket was opened cannot be chosen during the closing process.
	Mass Confirm tickets from list Use the select all box at the top of the list of Unconfirmed Tickets in the Follow Ups section to confirm multiple tickets at once.
Ticket Worklists & Details
	Deleting File adds log entry When anyone deletes a file from a ticket, there is a log entry made with a time/date stamp to signify that it has been removed. This should raise accountability in ticket file handling.
	Create Ticket Account Selector Bug Note: Create Ticket v2 Changed the way the user and account selector works to make it more clear and understandable while creating a new ticket.

Low Impact
Technician view
	Spell Checker - Close Ticket page The Spell Checker on the ticket close page is now working properly.
	Advanced Search improvements The controls for Advanced Search were improved for easier searching and workflow on that screen.
Ticket Worklists & Details
	Primary Location for Scheduled Tickets When creating scheduled maintenance tickets, the end user chosen will determine the location used in the ticket. You will still have the ability to change the location of the ticket to make it different than the end user's primary location.

Asset Merge, Folders v2, and Advanced Search Upgrades v 9.7.1

Sat, 04 Jul 2009 00:00:00 GMT

Medium Impact
Technician view
	Save & Close function improved Now clicking "Save & Close" on the ticket create screen will automatically take the technician to the ticket closure screen for easier flow.

Low Impact
Adminstrator View and Configuration
	Configuration of Asset Status List Local administrators of the HelpDesk can now select from the list of Asset statuses to make the list fit your needs better. Manage this by going to Configuration > Assets
Technician view
	Folders Available on Create Ticket v2 Page A new Folders control is being used on the Create Ticket v2 page. This will allow techs/admins to search for and add a folder value to a ticket during ticket creation instead of after the ticket is created.
	Time Track Project Assignment Bug You can now have Projects associated with accounts in your Account Manager. NOTE: you must have Account Manager turned on currently to use Projects feature. These projects, once they are set up, will be available during the ticket creation process. Projects will only show up for individuals associated with an account that has projects assigned.
	Advanced Search Page - User Search Made Easier The user search control box on the Advanced Search page has been improved so you can perform the search right on screen. Prior to this improvement, you had to perform a more cumbersome search in a pop-up window.
	Folders, V2 There is now a beta Folders page if you are using this feature. You can get to the beta Folders page by adding a "2" just before the .aspx. Like this: https://login.bigwebapps.com/home/folders/folders2.aspx This page is utilizing on-page context menus for your convenience. It has also been designed to use less resources, so it should load and work much faster for you.

Create New Ticket process improved - beta version available inside HelpDesk v 9.6.2

Sun, 14 Jun 2009 00:00:00 GMT

Medium Impact
Asset Manager
	Asset Search Control on Create Ticket Screen A new asset control has been added to the beta ticket create control. This will allow you to search all unique fields and add new assets on the fly. Check it out!!
Locations and Account Manager
	Super User for Accounts Super Users now have the ability to submit and view tickets for all of the users in the accounts that they are associated with. Prior to this improvement, the Super Users for organizations who used the Account Manager did not have all of the capabilities that they were designed to have.

Low Impact
Adminstrator View and Configuration
	Changes to Email Configuration "Custom Emails" link in Configuration has been updated to just "Emails". Admins will be controlling most everything to do with emails (other than notification rules) from this new "Emails" page.
Technician view
	Add Asset Anyway - coming with new control The ability to add a new asset on the fly when creating a ticket has been added to the new asset control. This is currently only available on the beta Create Ticket screen. Try the new Create Ticket screen that is in beta by clicking the link after clicking "Create New Ticket"
Ticket Worklists & Details
	Safari not putting page break between printed tickets A work-around has been added to fix the Safari bug in how the browser handles page breaks when printing multiple tickets (from tables). You should now be able to print multiple tickets without them running together.

Ticket Count Report: Improvements Made to Setup v 9.6.1

Sun, 07 Jun 2009 00:00:00 GMT

Medium Impact
Adminstrator View and Configuration
	Four fields made optional in asset import Four previously required fields for the Asset Import have now been changed to not required. The four fields are: AssetOwnerFirst, AssetOwnerLast, AssetCheckedOutFirst, AssetCheckedOutLast These four fields are dependent on the AssetOwnerEmail and AssetCheckedOutEmail. Since the email address is the person's unique identifier this is the only required information now.
Asset Manager
	Asset Import now handles Account information The asset export/import process has been improved to handle Account Manager information for the asset.
Reports
	Ticket Count Report Revisions Revisions were made to the Ticket Count report to make the report more useful. 1. The graph no longer shows a graphic for the "Total" row to make the graph more relevant to each line item. 2. The graph now only shows Open tickets as opposed to Open vs. Closed to give you a better view of the most pressing line items. 3. The order of the columns was changed to better reflect the most important number first: Open Tickets. "Created" column was moved to the last slot.

Low Impact
	Travel Cost Report Bug The Time & Cost report now has a hyperlink for travel costs that links to a detailed view of what tickets and amounts make up the total travel cost from the previouse report screen.
Technician view
	Menu Bar Changes The top menu bar (in red) has been updated if you are using either the Asset Manager or Parts Tracking features. The menu item "Advanced" has been removed. Now you will see "Assets" and "Parts" as choices if you have either of those features turned on.

HUGE Update with Asset Manager and Create Ticket Process with Beta Releases v 9.5.1 v 9.5.1

Sun, 10 May 2009 00:00:00 GMT

High Impact
Asset Manager
	Error when Importing Assets Fixed The asset import routine has been fixed. If you continue to have an issue with the asset import, please contact Jason Moore at jason.moore@bigwebapps.com or start a ticket for our support team at support@bigwebapps.com.
	Tabs Control Added to Asset Detail Page Over time, the asset details page has become very bloated and hard to comprehend. We have introduced tabbed sections for the asset details to help alleviate this confusion. We will be hosting a webinar Tuesday, May 12th, to fully demonstrate the asset manager. Click here to sign up: https://www1.gotomeeting.com/register/143111473
	Beta Release of Asset Category > Type > Make > Model Setup Page I am extremely happy to announce that the page to edit the Categories, Types, Makes, and Models in the Asset Manager has been completely rebuilt. This page is available as a secondary page at the current time, so you can provide us with feedback on this page prior to us removing the old page. We encourage you to provide honest feedback on your impression of the new page.
Technician view
	Ticket ID Number Search Box Added to Top Right You now have access to search for a ticket by the ticket number from every page in the HelpDesk. You will find this box in the top right hand corner.
	New Ticket Create Process (beta link) Techs/Admins will see a "Try new beta version" button in the Create Ticket process. This link is a way for our community to use and test a new process that eliminates the need for not only clicks but an entire page in the process. Use the new control box to instant-search by First Name, Last Name, or Email Address for any of your logins. EXCITED about this update!! Please provide your feedback to us about this.

Medium Impact
	Integration of User Voice Tool for Feedback Purposes We are using a third-party vendor to try and help gather more feedback from our community about how to improve the HelpDesk application for you. Technicians/Administrators will notice the black "Feedback" button on their home screen. If you would like to provide suggestions and read our current list to vote, click the feedback link to participate.

Low Impact
Adminstrator View and Configuration
	Login Edit Controls in Configuration for Administrators Admins will now see a new user login edit control available from the main login screen in the configuration section. This is an effort to lower the number of clicks it takes to make simple changes to a login account. This functionality could be moved to be a right click access in the newar future.
	Active Directory Configuration Page Adjustments Changes made to the AD Replicator configuration page to help those using the new functionality.

April 27, 2009: Intermittent Outages

Mon, 27 Apr 2009 00:00:00 GMT

No log entries found.

Wildcard Asset Search for those Not-So-Sure Moments v 9.4.2

Sat, 25 Apr 2009 00:00:00 GMT

High Impact
Ticket Worklists & Details
	Missing files in tickets Bug fixed with file service that was causing files not to attach to tickets properly.

Medium Impact
Asset Manager
	Wildcard search for asset search Wildcard search has been added to the Asset Manager search page. To perform a wildcard search, you will use an asterisk (*) as the wildcard key.
Reports
	Ticket XML export fixed Ticket XML export has been fixed and is now working properly.

Low Impact
Asset Manager
	Asset image corrected. Asset Image on the asset detail page has been fixed. Prior to this fix, new images were not replacing the old image.
Standard User view
	Option to require entry in "Text" field Admins now have the ability to require an entry in the "Text" field during ticket creation. This is what populates the Initial Post when looking at the ticket detail page. Turn on: Configuration > General Options > Require Initial Post
Technician view
	Improvements to Travel Cost When viewing your total travel costs for a particular ticket, there is now a total calculation of all mileage spent.

Asset import improved for your convenience along with bad redirects corrected v 9.3.2

Sat, 14 Mar 2009 00:00:00 GMT

High Impact
Standard User view
	Bad redirects corrected All redirects to expired pages have been removed. This was causing several problems of the application going to a error page.
Technician view
	Corrected Filtering of Techs when Viewing Tickets Fix implemented to improve a filtered technician's ability to see a more specific list of tickets based upon their global filters.
	Sub-Class Selection and Global Filters Change made to the way Global Filters and choosing sub-classes works when a technician is creating a new ticket. This was causing some tickets to come in without a the sub-classes chosen even though the local admin had chosen to force down to the lowest sub-class available.

Medium Impact
Adminstrator View and Configuration
	Hourly Costs Not Saving Bug fixed where the local admin could not update the estimated hourly cost for technicians in the Time Tracking section.
Asset Manager
	Asset Import Routing Improved Improvements made to the asset import routine to make it easier to get assets in when they don't fit perfectly with the Asset Manager layout. Fixes to your asset data can then be made inside the application to correct.

Low Impact
Ticket Worklists & Details
	Time Tracking Log Entries on Ticket Detail Page Time Tracking entries are now saved as log entries on the ticket page with the details of the entry for review.

Time Tracking Improvements Powered by HelpDesk v 9.3.1

Sat, 07 Mar 2009 00:00:00 GMT

High Impact
Ticket Worklists & Details
	Time Tracking Improvements Based on Your Feedback Overall structure of the time tracking page has been updated based on your feedback on the new setup.

Medium Impact
Adminstrator View and Configuration
	Add Person to Account from Login Profile page Administrators now have the ability to add someone to an Account from the person's Login Profile screen in the Configuration area. Prior to this improvement, all Account management had to be done in each separate Account record in the Account Manager section.
Technician view
	Requested Completion Date Bug Fixed The Requested Completion Date field was not working for some clients. This bug has been corrected.
	Filtered Technician Now Unable to View Tickets via Search Global Filters on a Technician now apply also to when a specific ticket number is searched for. Prior to this update, a technician could view a ticket outside of her Global Filters if the ticket number was used in the search box from the home screen.

Low Impact
Standard User view
	New Logo for Powered By Sections New logo for bigWebApps HelpDesk is being used in the "Powered by" sections.
Technician view
	Custom Name on Worklist Page for End User The custom names that you choose for your instance of HelpDesk are now being used on the Ticket Worklist page.
	Ticket with Negative Minute in Timer You may have noticed that at certain times, a ticket's timer read -1 minute when you first entered it into the system. This small bug has been corrected.

Ticket Count Report Improvements and Projects Added v 2.0.0.1501

Sat, 14 Feb 2009 00:00:00 GMT

High Impact
Locations and Account Manager
	Account Information Bug Corrected The Account information associated with a Login has been improved to show on the Configuration > Logins page now. If you are utilizing the Account Manager feature, this gives you an easy way to see what Account a person is assigned to from this screen. Prior to this improvement, the only way to see what Account a person was assigned to was by looking in each individual Account in the Account Manager.
Reports
	Techncian Time Report Bug Fixed - Minutes The Technician Time report has been corrected for a bug in the display of the number of minutes for a particular tech. Prior to this fix, the minutes were carrying over into hours correctly but still displaying the total number of minutes as well. Example: a 90 minute entry would have been displayed as "1 h 90 m" instead of "1 h 30 m"

Medium Impact
Locations and Account Manager
	Add Projects to Tickets Projects have been added to the Account Manager section of the HelpDesk. You have the ability to create Projects, Assign a Project Lead, and Assign Tickets to a Project. This is a great step forward! Explanation Video
Reports
	Ticket Count Report Bug Corrected - Links Wrong to Worklists The Ticket Count report was corrected for the worklist link in the totals numbers. Prior to the fix, the ticket count totals numbers were going to the incorrect worklist of tickets.
Technician view
	Links to ticket lists on profile pop-up A technician can now see the historical records for a particular user by clicking the end user's name from inside the ticket. By clicking the user's name, a pop-up box with their profile information appears. Along with all of the end user's contact information, the technician can now see links to all of the Open and Closed tickets for this particular customer. Clicking these links takes you to a worklist view of these tickets.

Low Impact
Locations and Account Manager
	Accounts listed on the Logins Configuration Main Page On the Configuration > Logins page, the Accounts column now shows multiple Accounts if a person is associated with more than one.
Reports
	Tech Type Filter Bug in Ticket Count Report The Ticket Count report has been fixed when the technician type filter is being used. The report was showing all zeros for ticket counts when using this filter.
	Reports - Bug When Selecting Dates The Ticket Count report date fields have been corrected to show the proper dates after updating. Prior to this fix, the dates were changing to one day prior to what you set after clicking update.
	Resolution Filter on Ticket Count Report Improved The Ticket Count report has been improved by adding the ability to filter in the Resolution Category by the top level category and a secondary filter for the sub-categories. Prior to this improvement, you only had the option to choose from a long list of the sub-categories.
Standard User view
	Interface Adjustments to Customer View of Creating Tickets User Interface changes to the customer side while creating a ticket. Subject line was made larger and easier to view and navigate.

Saturday, January 31, 2009 Production Update - General fixes and improvements

Sat, 31 Jan 2009 00:00:00 GMT

High Impact
Ticket Worklists & Details
	Error when printing select tickets The ability to print multiple tickets has been restored for technicians from the worklist page.
	Click custom field causes error Your custom fields are available once again for editing and saving.

Medium Impact
Asset Manager
	Searching for BLANKS in asset manager You can now search in the asset manager for BLANK fields in most of the standard fields for assets.
	Account filter on the Asset Search page Assets can now be tracked by Accounts and Locations. Asset search page includes an Account drop-down list for searches as well. If your organization does not use accounts, all assets will default to the "Internal" account.
Locations and Account Manager
	Remove User from specific Account without inactivating login Ability to remove a login from a specific Account in the Account Manager has been added. This will help with new logins to the system that are incorrectly assigned.
	Add field to Acct Mgr field selection To add these fields to your view: 1. Account Manager 2. Edit Fields 3. Select the fields that you want to show and in what order 4. Save & Close
Reports
	Calendar error (conversation from client ticket) The calendar icons for the Basic Reports have been fixed.
	Ticket Count Report bug fixed Bug fixed in ticket count report where sub y-axis was showing data in improper format. This was a very rare bug that effected very few clients' reports.
Technician view
	Date stamp for older files when new file added Bug where the time/date stamp for a previous file uploaded changed when a new file is uploaded has been corrected. Time/date stamps for files will stay consistent now.
	Choosing Class and Sub-Class on closure page Classes/Sub-Classes waterfall drop-down box control was added to the Ticket Closure page if the ticket does not have a class assigned prior to attempting to close.
Ticket Worklists & Details
	Save & Create Another Ticket Target The "Save & Create Another Ticket" button is now resetting back to the Create Ticket Step 1 page instead of sending you to the home screen.

Low Impact
Locations and Account Manager
	Locations table in Account Manager improved Cleaner table added for locations inside the Account Manager.
Reports
	Alphabetical Class list - Time and Cost Report Class list in the Ticket Count report filter is now listed alphabetically.
Technician view
	Task Type auto-selected if only one choice In the time tracking section, if there is only one task assigned to a particular technician, that task type will automatically be selected for them. If there are no task types set up in your HelpDesk, "Default" will be auto-assigned for all techs.
Ticket Worklists & Details
	File Attachment field bug when trying to tab through A bug where you could not use the TAB button to get past the file attachment area during ticket creation has been corrected.
	Improved view for locations when using filters Ticket Worklist filter controls have been improved to use the expand/contract the lists with sub-nodes in it. For example: Classes and Sub-Classes

Saturday, December 27th, Production Updates

Sat, 27 Dec 2008 00:00:00 GMT

High Impact
Adminstrator View and Configuration
	Production Update, Saturday, December 27th, 5 am - 7 am Eastern Standard Time In our efforts to continue to improve the bigWebApps HelpDesk, you may experience intermittent connectivity between 5 am - 7 am, Eastern Standard Time on Saturday, December 27, 2008. Please let us know if you have any questions: support@bigwebapps.com.

Account Manager and Asset Manager Improvements

Sat, 13 Dec 2008 00:00:00 GMT

High Impact
Reports
	Ticket Count Report corrected The Ticket Count report with sub y-axis of "Month" was returning false numbers. The overall class total was correct, but the breakdown was incorrect. This has been corrected for all Y-Axis and Sub Y-Axis values.

Medium Impact
Locations and Account Manager
	Choose Location during Account Manager Additions Corrected The control bug when trying to add a primary location to a login during the process of adding them to an account has been corrected.
	Accounts Home Page UI Adjustment Improved the overall interface of the Account Manager home screen for easier access to important information.

Low Impact
Asset Manager
	Asset Search and Add Asset UI Tweak The page for adding an individual asset has been improved as well as the table that displays asset results from an asset search.
Locations and Account Manager
	Assign Login to Multiple Accounts The ability to add a login to multiple accounts in the Account Manager has been added. This will help with people who are associated to multiple clients or departments.
Reports
	Standard Technician Report Links Moved to Main Page Moved the three technician report links to the main reports page to reduce the number of clicks required to access the information.
Standard User view
	Confirmation Process Improvements General improvements to the usability and user experience of the ticket confirmation process have been implemented. Reduced the number of clicks and improved overall help text.
Technician view
	Follow Ups section changes The Follow-Ups section has been improved to better show the information that is needed for technicians to service their tickets. If you are not familiar with the follow-ups section, it is a way for technicians to view a list of "Follow-Ups", "Requested Completion Dates", SLA expiration times, and a list of Unconfirmed tickets.

You Can Now Transfer a Ticket From One End User to Another!!!

Sat, 08 Nov 2008 00:00:00 GMT

High Impact
Adminstrator View and Configuration
	Transfer a Ticket from one End User to Another You can now transfer tickets between end users in your system. To turn this on (must be an Admin): 1. Configuration 2. General Options 3. "Allow to Change Ticket End User" - check the box 4. Save & Close To transfer a ticket to another End User: 1. Go to ticket detail page 2. Click the hyperlink "End User" above the person's name 3. Search for the person you would like to transfer to 4. Choose their name from the list

Medium Impact
	Custom Fields in Custom Email Notifications Your local admin now has the option to include the locally created custom fields in the notification emails.
	Optional: Force Ticket to Lowest Sub-Class Available Your local admin now has the ability to require the person submitting a ticket to choose a Class/Sub-Class down to the lowest level available. When this functionality is turned on, a ticket will not be able to be created with a blank at any class level.
Technician view
	Knowledgebase UI Improvements The KB editor being used had issues with changing fonts and styles. This has been corrected.

Low Impact
Standard User view
	Login Page Custom Text fixed The custom text on the login page has been corrected. Your custom text should now appear properly on your department-specific login screen.

Report Home Redesigned for Easier User

Sat, 25 Oct 2008 00:00:00 GMT

Medium Impact
Locations and Account Manager
	Account Manager - Open and Closed tickets From inside an Account in account manager, the Open and Closed links to tickets in the location section were not working properly. These have been corrected to show the appropriate tickets requested.
	Account Manager Home change for Internal Account If you are using the account manager feature, you will notice a new account at the top of your list that has the same name as your HelpDesk department. This is your default internal account. The users that are assigned to this account are all users in your system that are not assigned to an external client account.

Low Impact
Emails & Notifications
	Sub-Classes in notification rules Previous to this fix all of the classes/sub-classes were checked by default when setting up a new notification rule. This has been fixed where all classes are unchecked by default.
Reports
	Reports Home Clean-up/Re-design The home page for reports has been cleaned up to give you easier usability when selecting the report that you would like to use.

Sub-Classes are here!! Custom Emails are here!! And they brought a few bug fixes along with them!

Sat, 04 Oct 2008 00:00:00 GMT

High Impact
Adminstrator View and Configuration
	General Option to NOT create new locations A new option has been added to the General Options section: Technicians to NOT create new locations This option is turned OFF by default
Reports
	Bug on Time and Cost Report The filters have been corrected in the Time & Cost report.
Standard User view
	Sub-Classes Added! Sub-Classes have now been added to bigWebApps HelpDesk! You can now set up sub-classes with their own routing and reporting. If you would like to walk through a demo of setting them up, please send an email to jason.moore@bigwebapps.com to schedule.

Medium Impact
Ticket Worklists & Details
	Worklist Filters bug The bug with the worklist filters not working properly when used with Classes has been corrected.

Low Impact
Adminstrator View and Configuration
	"Inactivate" button missing in Firefox 3 and Google Chrome The Inactivate button on the Login Profile pages is now visibile in Firefox 3 and Google Chrome browsers. We suspect that there will be other minor browser compatibility issues with the two new browsers. The best way to report these is to send screenshots to support@bigwebapps.com. Thanks for your help on these transitions!
Emails & Notifications
	Custom Email Layout Issue with Outlook 2007 We suspect that there may be a few more minor layout issues with Outlook 2007 and the custom emails. We have corrected all of the ones that have been reported. The best way to report these is to send screenshots to support@bigwebapps.com. Thanks for your help on these transitions!
Reports
	Workday Timer applied in Ticket Count Report Averages The Ticket Count was improved to use the Workday Timer's count in the averages columns when that timer is selected for your department.
Technician view
	Save and Repeat ticket, User Search error Save & Repeat - when creating multiple tickets in a row by using the Save & Repeat function, there was a bug with selecting the end usr's name from the pop-up box. This has been corrected.
	Renamed "Weekday Timer" to "Workday Timer" "Weekday Timer" has been changed to "Workday Timer" to better reflect what it is measuring. This timer reflects the time a ticket is/was open based upon our workday and work hour setup.
	Full Location Name in User Profile Pop-up When viewing a end user's profile from the ticket overview, their full location name is included in their profile.

Account Manager Import/Export and Other Improvements

Sat, 30 Aug 2008 00:00:00 GMT

Medium Impact
Adminstrator View and Configuration
	Add Import/Export Function for Accounts The functionality of importing and exporting Account Manager details has been added.
Emails & Notifications
	Email Parser to reject emails from inactive logins Logins who have been inactivated have been closed off from submitting new tickets via email. They will receive the same rejection email that is sent to people who never had login rights to your HelpDesk.
	Notification Rules corrected for new clients For some new accounts the Notification Rules were not working in all cases. This has been corrected.
Technician view
	Limit placed on editing login type from the account manager When adding logins through the Account Manager, you now only have the options of Standard and Super User. Any Technician or Administrators that need to be added will be managed in the Configuration section. This limits the functionality of adding a tech or admin to Administrators only.
Ticket Worklists & Details
	Order tickets in worklist view corrected The order of the tickets when sorting by ticket number on the worklist screen has been corrected.

Low Impact
Adminstrator View and Configuration
	Add New Login process shortened by one step The step in creating new logins from the configuration section where you were asked to choose the login type at first has been removed. This step was a wasted one because you are setting the official login type on the next step.
	Links updated for new SSL login screen The links listed in Configuration > HTML Code have been updated to represent the SSL secure site.
Standard User view
	New User Wizard Captcha Captcha fucntionality has been added to the process for creating new user on the fly. This only applies if you have the New User Wizard feature turned on.
Ticket Worklists & Details
	Unresolved tickets do not require a confirmation When a technician closes a ticket with the Resolution Category = Unresolved, the status of the confirmation of the ticket is automatically set to "Confirmed" requiring no action on the end user's part.

Many Small Improvements and Minor Bug Fixes

Sat, 26 Jul 2008 00:00:00 GMT

High Impact
Standard User view
	Bug Fix: Standard User with no Location Defined Bug where a standard user was denied permission to the application if they had no location defined has been corrected.

Medium Impact
Reports
	Hyperlinks Added to Labor Costs in Time & Costs Report Time & Cost report improvements: 1. Logged time now hyperlinked 2. The hyperlink leads to a breakdown, by ticket, of the time entered by all technicians 3. The ticket numbers on the break-down are hyperlinked to the tickets, so you can see the details of the entries. Cool stuff!
	Improvement for Time & Cost Report The Time & Cost Report has been improved to give a more granular look into the details of how the costs on the reports were created. More descriptions of charges are now listed. As you click on hyperlinked numbers in the reports, you can get break-downs of what charges drove the number. You can drill all the way down to see the ticket overview screen for all details of work completed.
Standard User view
	General Option: Super Users to create a ticket for all other logins Super Users can now create tickets for all people listed in your HelpDesk login database. This feature can be found in the General Options section. It is defaulted OFF.
	General Option: Super Users to choose any location Super Users can now choose any location out of your location tree while submitting a new ticket. This feature can be managed in the General Options section. It is defaulted OFF.
	General Option: Standard User Able to Choose All Locations Standard Users can now choose any location from the location tree while creating a new ticket. This feature can be managed from the General Options section. It is defaulted OFF.
Technician view
	Queue on Home page now showing correct number The hyperlink for number of tickets in unassigned queues has been corrected. The number now shows the number of Open and On Hold tickets in that queue.
	General Option: Reopen Limit for Techs You can now set a time limit on the amount of time where a technician can re-open a ticket. This now works the same was as it does for the user type login. The settings are different for users and techs.

Low Impact
Adminstrator View and Configuration
	Location Import Example File Corrected Location Import example file was corrected and linked to properly.
	Login Import Example File Corrected The Login Import example file was corrected and linked to properly.
	Login Import Field Added: Notes The "Notes" field was added to the Login import file.
Asset Manager
	Asset Search Fields Reset on Each Visit from Ticket Each time you revisit the asset search pop-up window from inside a ticket, the fields now all reset to blank so your new search can begin more quickly.
Emails & Notifications
	Logo in Confirmation Process Your company/organization logo should appear correctly in the confirmation section.
Reports
	Reset Button Added to Ticket Count Report Now that we have added Saved Reports, it was necessary to add a "Reset Filters" button to the Ticket Count report as well.
Technician view
	General Option: Technicians NOT to create new Locations The local administrator can now limit the technician's ability to create new locations in the location tree. This was a request by clients who were having a problem with "junk" location being created. This feature can be managed from the General Options section. It is defaulted OFF.
	Technician Global Filters - Remove Queue section on Home Screen if all are filtered Two items on this entry both relating to Global Filters for Technicians. 1. When setting the filters for a technician, if you choose a section and leave all entries in that section blank the technician will not see anything related to these areas. A good example of this is the unassigned queues. If you check that section but do not check any of the queues, the technician will not be able to see any queues. 2. If the above situation is set up where the technician can not view any queues, then the entire Unassigned Queues section will not be visible on the technician's home screen.
	Unconfirmed Ticket Notice Moved to Ticket Summary Section on Technician Home Page. The line with hyperlink for the number of tickets that you have in the Unconfirmed status has been moved to the proper place in the ticket summary section.

Saved Reports - WooHoo!!

Sat, 12 Jul 2008 00:00:00 GMT

High Impact
Reports
	Saved Reports functionality added to the Ticket Count Report This functionality will allow you to save the reports that you frequently use from the Ticket Count report. We will add this functionality to the other reports over time. Currently, the layout is sloppy for the saved section. We will be fixing this in the next production update.

Medium Impact
Locations and Account Manager
	Account Location Routing The Locations under an Account in the Account Manager now have the same routing rules setup as the standard Locations. This is a HUGE step forward to improving the overall usability of Locations and Account Manager.
Technician view
	Travel cost upgrade -- Mileage and cost Travel cost entry has been enhanced with the ability to do mileage entry with costs involved. The calculator adds the actual cost to overall ticket costs.

Low Impact
Adminstrator View and Configuration
	View Active Locations by default A filter for active/inactive has been added to the locations configuration page. This should make it easier to manage current locations.
Reports
	Totals row for SLA Report A totals row was added to the SLA Reports for ease of use.
Technician view
	New Accounts Tab Added An "Accounts" tab has been added to the top toolbar. This tab will take you to the "All Accounts" page for managing accounts. This tab will eventually be the main gateway to the account manager.

Location of Root Can Now be Root Location

Sat, 21 Jun 2008 00:00:00 GMT

Medium Impact
Asset Manager
	Asset imports rejected for symbols in names Certain symbols such as & and " were causing errors in the asset import. They have been written in to be accepted now.
Locations and Account Manager
	When using the date range control in reports then switching to a manually entered date, the date range control is overridden by typing in either of the date fields. Previously, there was a rule that the only locations that could be stored in a person's profile was the lowest node. This means that if there was a room associated to a building, the building could not be selected as someone's default location. This has been updated to allow buildings to be assigned as well in this situation.
Reports
	SLA Report Calendar Error For some departments of bigWebDesk, the calendar fucntion on the SLA Report would cause an internal page error. The report still functioned, but the calendar behaved incorrectly. This has been corrected to where the report calendars work properly.

Low Impact
Adminstrator View and Configuration
	Field in focus when adding new values Name field in focus when adding new entries to: -creation category -resolution category -class -custom field -support group -holiday -junkmail rule -ticket level -mailgroup -login email check -login -ticket priority -unassigned queue
Asset Manager
	Setting Locations for change in Owner of Checked Out To When changing the Owner or Checked Out To person on assets now, there is no location filter applied by default. This will make it easier to navigate all logins.
Reports
	Date Range Control on all Reports When using the date range control in reports then switching to a manually entered date, the date range control is overridden by typing in either of the date fields.
Technician view
	Delete and Merge Folders The ability to delete & merge folders together has been improved for easier use.

Your Mission, If You Choose to Accept It: Location Aliases

Sat, 07 Jun 2008 00:00:00 GMT

Medium Impact
Technician view
	Remove technician from Transfer list when Checked Out I like this one!! There is now a general option to remove all Technicians/Admins who are Checked OUT from the transfer to technician list. This will allow administrative people to be in the system as an Admin role, but it removes them from the list to receive tickets.

Low Impact
Adminstrator View and Configuration
	Resolution Sub-Categories - unable to inactivate/delete It is now easier to reduce the number of sub-categories for resolutions all the way to zero if your intent is to only use the main categories of "Resolved" and "Unresolved".
	Location layout on Login Profile screen Locations listed in a user's login profile are now easier to read and edit.
Asset Manager
	"More Links" link with Assets in ticket You can now effectively store a list of links to help documentation or pictures/graphs associated with a particular Asset Model. A link to your page of links appears next to the Asset inside the ticket. You can save as many links to documentation on the web as you need.
Locations and Account Manager
	Location Aliases Locations can now have aliases stored with them. This will be extremely helpful in the next iteration of locations. Example: Room 101 Aliases: Rm101, 101, Mrs. Smith's room, Break Room
Technician view
	Changes to Confirmations inside bWD A couple of changes to Confirmations: 1. As a technician, you will now see the total number of Unconfirmed Tickets that you have under your name on the Home screen. 2. From the Follow-Ups section, you can now generate a list of tickets with you as the user that are in Unconfirmed status. Previously, you could only generate a list where you are the Tech in the ticket.
	Add User on the Fly enhancement The ability to add a user on the fly who already exists in one bigWebDesk instance to another instance has been improved. The system will now cross-reference the email address and override any new information with the currently stored information. Once the person is added in the new instance, their global profile information can be updated.
	Add child folder during Assign Ticket process You can now add new folders more easily during the process of assigning a ticket to a folder.

Need to find someone? Search away! Login search/filters corrected

Sat, 17 May 2008 00:00:00 GMT

High Impact
Adminstrator View and Configuration
	Login search and filter functionality repaired The logins configuration page was not allowing searches and filters. This has been corrected and the search function is working properly now.

Medium Impact
	Add People to Mail Groups Bug fixed
Asset Manager
	Asset Import now working properly nt
Reports
	Average of Totals now functional on Ticket Count report Total averages added to the Ticket Count report. This will give you an overall picture of long-term performance average.
Technician view
	Class Field required before closing if feature is active If the Class feature is turned on, then a ticket is no longer able to be closed without a Class chosen. The drop-down list of classes is available to choose from on the Ticket Closure screen.

Low Impact
Asset Manager
	Field only active when applicable custom field type is selected. Asset custom field "choices" section is only active when custom field type is "Select List". Choices does not apply to any other type of custom field.
	Asset Tag search makes proper enter button in focus on home page When using the asset serial number search bar at the bottom of the home page, hitting enter now searches for the asset number instead of the default ticket number search.
Design Changes (UI)
	Printable Version highlights Ticket Number and Location For easier usability by those who print tickets out, the Ticket Number and Location of issue have increased in size.
Reports
	Default Dates on Reports Personal setting on default dates are now working properly and holding throughout all activity.
Technician view
	RAD controls added to Knowldgebase section for enhanced design capabilities New controls were added to the Knowledgebase section so you can add enhance articles with an editor instead of HTML tags. This is a more secure method of enhancing the articles.
	SLA Timer in ticket detail and worklist page fixed to match Bug with the SLA timer showing mismatching numbers in the main information bar and the SLA line item in tickets has been fixed.

Filters Return to "My Tickets" Worklist... and others

Sat, 05 Apr 2008 00:00:00 GMT

High Impact
Technician view
	Welcome Back! Filters return to "My Tickets" worklist page THIS IS A BIGGIE! Based on the feedback (could be translated as hate mail) that we received when the filters were taken off of the "My Tickets" worklist page, this will be huge welcome back party!! Filters are once again available from the My Tickets worklist page.

Medium Impact
Adminstrator View and Configuration
	Login Page arrows acting strange When navigating the Logins page in the configuration section, the page arrows have been corrected to work properly for page navigation.
Asset Manager
	Date Last Updated field added to Assets This is a really cool, small feature. A field for "Date Last Updated" has been added to an asset's profile. This allows you to search and view when an asset's informaiton was last updated in bigWebDesk's Asset Manager.
Emails & Notifications
	Password retrieval emails redesigned Proper line breaks were added to the forgot password emails for easier reading.
Technician view
	Error corrected for picking tickets up out of a queue Picking tickets up out of unassigned queues fixed.

Low Impact
Design Changes (UI)
	NOT a biggie... The links on the department selection screen when logging out have been changed back to blue to indicate that it is a clickable link.
Emails & Notifications
	Forgot Passwords forgot to send... All password emails are now being sent properly.
Technician view
	Location Report changed to have Building as the default for Y-Axis. Location report was changed to be defaulted to "Location - Building" as the Y-axis. This change was done to fit the majority of technician's need from the report.
	Spelling change Bread crumb changed from "My All Tickets" to "All My Tickets".

Report Bread Crumbs; Account Manager Open Tickets -- Everything else is just a bonus!

Sat, 22 Mar 2008 00:00:00 GMT

High Impact
Adminstrator View and Configuration
	Technicians once again available for assignment to multiple locations With Location-Aware Class routing, technicians can now be assigned to multiple locations again.
Technician view
	Worklist bread crumbs corrected when coming from Advanced Search Bread crumbs bug fixed when using the Advanced Search function searching for tickets. Link back to worklist was sending you to Page 2 each time.
	"Report" bread crumb added to worklist when appropriate My favorite upgrade of this release!! Now when accessing a worklist via a report, you have a bread crumb to get back directly to the report you were came from. This eliminates the need to use the Back button in your browser. I like this one a lot!

Medium Impact
Standard User view
	Two bugs with Super Users fixed 1. Worklist for All Open Work Orders shows ALL tickets not just OPEN. 2. When trying to view a ticket's details, permission denied message appears. Super Users are back to being SUPER!
	Required Custom Fields now blank by default When adding custom fields to bigWebDesk, you can now require them with no default value. This forces the required question to be actively answered with every ticket. Imagine a world where something labeled "Required" actually is. I know I can get a biscuit from Hardee's with no shoes on if I really want!
Technician view
	Open Tickets link for individual user inside Account Manager fixed The bug where this link went to a worklist of ALL tickets instead of all OPEN tickets was corrected.
	Worklist Filters corrected to only apply to "All Open Tickets" worklist Worklist filters now only apply to the link for "All Open Tickets". All other links use the stated intent of the link itself as its own filter. Confused?

Low Impact
Reports
	Class Report - Two columns switched The Class Report was corrected to show the proper ticket numbers in the proper columns.

Group Spying, Filter Confusions, & Logos for Big Company Names

Sat, 15 Mar 2008 00:00:00 GMT

High Impact
Adminstrator View and Configuration
	New user email not legible The new user email has been improved for correct HTML rendering. Hey, you are a new user! Good luck figuring out what this email says...
Reports
	Number of created tickets off in reports Bug has been corrected for the hyperlinks in reports under the Created column.
	Bug corrected to allow access to Ticket Count report The hard error on the Ticket Count report has been fixed to allow access to all updates.
	Technician Standard report fixed to reflect the correct number of tickets. The worklist and number of tickets in the report were not matched up. This has been corrected.
Technician view
	Support Group tickets bug fixed You can now view all of your Support Group's tickets from the link on the home page. Just in case you are into spying and such.
	Worklist bread crumb after closing a ticket corrected After closing a ticket, you may have noticed that clicking the worklist bread crumb takes you to a list of ALL tickets. This has been corrected, and you are now correctly taken back to the worklist that you were previously working from.
	Open Tickets button in specific account page corrected The link for Open Tickets inside an individual account was showing ALL tickets instead. This has been corrected.
	Default sort order on worklist page has been changed back to newest tickets to oldest tickets On a side note: If you would like to have a different setting than this for your worklist view, you can customize it by clicking Edit Fields & Order at the top of any worklist page.

Medium Impact
Adminstrator View and Configuration
	Mobile email not importing The login import file was corrected and updated, so that mobile email and email type import properly. Blackberries unite!
Reports
	Hyperlinks added to ticket counts on Edit Login screen You can now access worklists for a particluar person by using the links on the Edit Login screen.
Standard User view
	Forgot Password button now works properly in Firefox and Opera What was this entry about again?
Technician view
	Knowledgebase articles reading line breaks Line breaks are now rendered correctly in KB articles instead of running all together.
	File uploads improved to handle files with commas in the name Commas in a file name are now converted to an underscore for an improvement in performance for the file upload procedure.
	Filters doing their best to confuse When using a personal worklist filter, the folders options (Assigned & NOT Assigned) were reversed. Just what we need... more confusion.
	Show ALL tickets in a folder link now working properly Personally, I don't see this being used much, but one of our employees noticed it while testing. Nice catch!

Low Impact
Adminstrator View and Configuration
	Account assigment no longer required on quick login setup When creating a new ticket and you need to create a new login, you are no longer required to add an account during that step. Good thing, too. Some people don't want to be accounted!
	Logos not being added when department name is long Supercalifragilisticexpialidocious would barely scrape by with a logo. This restriction has been removed and logos should update successfully. And yes, I did look up the correct spelling on wikipedia!!
	Email suffix not required when creating new account While creating a new account, you are no longer required to assign an email suffix to the account. This is helpful when using the Account Manager to track departments and not external client companies.
	Custom Names properly used in Reports section now Updated to reflect custom names in both places on the Reports page.
Back End
	End User information pop up box corrected The name field in the pop up box when clicking on the End User name in a ticket was corrected to show the first and last name of the user.
Standard User view
	Location field expands to fit name Location field when creating a new ticket now expands to fit the size of the entire location name when longer than normal. Now where am I?
Technician view
	Total number of tickets listed on top of all worklist pages You can now see how many total number of tickets there are in a given worklist at the top of the screen. It is located near the top right hand corner of the worklist on each page. Just in case you need a reminder of how much work you have looming over your head! You can thank us later.

We are serious about saving trees!

Sat, 23 Feb 2008 00:00:00 GMT

High Impact
Emails & Notifications
	Notification improvement for Unassigned Queues Unassigned Queue members can now receive email notification when a new ticket enters the queue as well as leaves the queue.
Reports
	Technician Time report sum total fixed Technician Time report was not showing the correct SUM of time for each Technician. This has been corrected, and everyone should be paid appropriately now.
	Worklist printout improvement The page break after every 12 tickets has been removed from the worklist printout. This should improve the worklist printout performance until a better solution is developed. Let's try to save some trees here!
	Ticket Detail printout improved Ticket detail printout was improved. Much of the white space and wasted areas were shrunk to take up less paper. Easy on the trees!

Medium Impact
Asset Manager
	Ticket costs added to asset details page All costs in tickets associated to an asset are now displayed in a table on the asset detail screen. This will give you an easy way to clearly see what an asset has cost you over its lifetime.
	Asset fields improved The Funding Source and Funding Code fields in the Asset Manager have now been changed to accept both alphabetical and numeric characters.
	Asset Manager improvement to all "Inactive" statuses When you choose any of the following statuses for a particular asset, the Asset Owner and Checked Out To fields are no longer mandatory. Pretty hard for a "Deleted" asset to be checked out to someone, huh? Deleted Disposed Missing Returned Sold Stolen Surplus To be Disposed To be Returned To be Serviced To be Sold
Emails & Notifications
	Notification rules for parts order process improved The Parts process has been broken down into three separate sub-events. The sub-events are: 1. Request Part; 2. Order Part; 3. Receive Part.
Reports
	New filter for Ticket Count report A new filter for Asset Tag/Serial Number has been added to the Ticket Count Report. This will allow you to find all tickets for a particular asset in two areas now: from the asset's detail page as well as the Ticket Count report.

Low Impact
Standard User view
	Attach files for bigWebApps support If you use the "Support" link in the top right hand corner to contact our support team, you can now attach a file during the ticket creation process. This should make it easier for you to contact bWA and give us a clear picture of how we can assist you.
Technician view
	Ticket ID Search in focus by default When visiting the Home page, the Ticket ID search box will have the cursor ready to type the ticket number by default. Simply type the ticket number and hit enter upon arriving on the Home screen to perform the search.
	Create new login on the fly improvement The ability to assign a new login to an account is now available while creating the login on the fly during the ticket creation process.