Self Service Portal
NLXID: REQ0002335
New setting to show/hide the link Register on SSP start page and in Login form:
Value can be set in database by use of sql script:
Show/Hide Register link for anonymous users:
update app.GlobalSettings
set Value = '' --- 'True' or 'False'
where [Key] = 'AllowRegisterForAnonymous'
The language tag for the description under the Welcome text on the Self service portal is a so called full text field. This means that you can add images and links creating an interactive information slot.
|
|
Go to the Translation manager and open the translation tab. Search for the language tag key “Common.SSPWelcomeDescription”. Open for edit an put in images and links as you please. It will present on the web page pretty much exactly as is shown when you edit. Note! Do not forget to mark the Locked for import checkbox before saving. This makes sure that you keep your customization on any system upgrade. |
Task Templates
NLXID: REQ0002270
For each task in a task template you can define a default assignee. Could be a specific Agent or a Group. If defined the task will be automatically assigned to this Agent or Group when task is added to a ticket. When you add the task this pre-defined value can be overwritten.
Agent Portal configuration
NLXID: REQ0001891
New setting for work log description length:
Description length: Define the maximum no of characters in a Work Log Description. This setting can be used e g if work logs should be exported to external system having a limitation in text length for description. Value=0 means that maximum no of characters is unlimited. When work log is added user get a message when trying to input a description that exceed the maximum no of characters. User must remove characters to be able to save the work log.
NLXID: REQ0002409
A new Agent Portal Configuration setting (checkbox) that makes the Invoiceable checkbox default enabled when a new Work Log is created.
Roles & Permissions
Separate permission settings for Import and Import History. If role has permission enabled to access Import History user can see logs for all CI Imports, independent of other CI permissions.
For a role you can enable/disable access to functions called from top menu in Agent portal. New settings are available in Agent menu (left+top panel) for access to:
•Chat
•CTI
•Tags
•Favorites
For a role you can enable/disable access to different tabs in ticket form. Select Entity Actions tab, Tickets section. Here you can manage access to the tabs in ticket form:
Survey
Survey function has been restored and is again available in this version.
Function for adding a link to survey in email template is changed. To get survey links to work all old links has to be replaced by new link.
In Survey Settings, remove the old link and select tag Survey link to replace it:
Agent Portal
Also in Dashboard and Views you now can adjust the column width by drag-and drop.
To perform this option put the mouse pointer just right to the arrow symbol opening the sorting and filtering option in the table header and drag the column width:
The adjustments are valid only in current viewing of a view or dashboard list. Next time you open the view it is reset to default.
NLXID: REQ0002270
Pre-defined assignees can be set in Task Template, see above. When you add the template to a ticket the pre-defined values is default selected. If pre-defined values shall be used you just click Save and all task will be added. If any task has no pre-defined assignee set, task will be assigned to Group the master ticket assignee belongs.
The pre-defined assignees can be changed before adding the task to the ticket:
•If other assignee shall be assigned all tasks in the template, select assignee Name (or Group) and enable checkbox Assign for all before saving.
•If different assignees shall be used, select assignee Name or Group for each task individually before saving.
Due dates for all tasks in the template can be changed also before tasks are added.
NLXID: REQ0002269
Task Count is a column that is selectable for ticket views. The value is no of tasks connected to the ticket (if there is tasks connected, if not value is blank). If all tasks are completed the value is written in a green square. If at least one of the tasks is not finished value is written in a red square:
NLXID: REQ0002476
Dashboard and Views: Entity Stage value is displayed with color background similar to Status value.
Knowledge base improvements
NLXID: REQ0002292
New filter added to Agent Portal Knowledge Base. Article list could be filtered by Publishing scope. In filter dropdown above the list you can select Private, Public or All.
Publishing scope and Groups are displayed for articles in the list. You don´t have to open the article to see current values of those properties.
Service Catalog
When you create a service item it is now possible to enable a checkbox Hide price information, used for service item that shall be free of charge. When the item is shown on Self Service Portal no information concerning price, tax and currency is shown, only an Order button.
Service order information is displayed directly in ticket description, not only as a link View order details. Ticket Subject and information in ticket Description is always displayed in Requester´s language, the language the order was made in. Information in View order details link is shown in Agent´s current language.
CMDB
New function for showing logs from CI Imports.
Other info
New functionality for Computer Telephone integration.
Function is supporting following telephone systems:
•Telavox
•Skype
•Skype for business (Lynx)
•Telia touchpoint
•Tele2
•Panasonic
CTI client should be installed on Agent computer. CTI client detect incoming calls and which NSP user calling. Agent can create call logs and link them to tickets.
Agent call up CTI function from top panel:
NLXID: REQ0002517
NSP does not accept email without sender address. If a message without sender is received it is blocked in server and it will not reach NSP application. Error log for blocked email messages are created in RestAPI log file.
You can customize the NSP Self Service Portal and Login page by switching background image, logo, and adjust colors. The customization is described in user manual, see:
http://nspdoc.nspnilex.com/10-7-3/en-US/Admin/index.html#!Documents/sspcustomization.htm
Note that when you upgrade NSP 10.7.3 all those customizations will be overwritten and reset to default. In this version you have to do the changes again after each upgrade.
Remember to save a copy of files that you have customized before upgrading to new version, so you easily can insert customizations again afterwards.
Tip & Advises
If you have copied text from another source, e g Word or internet page, you will get formatted code in the template. This can be a problem later when email template will be used in the system.
If you have problem with e g empty rows in the messages you can check for html formatting:
Open Text Template (edit), check View HTML button (1) and maybe you must delete all text in template and save.
After deleting - Check View HTML again. Expected is now that it should be empty in view HTML.
If it's still code here - you must continue deleting in template until it's empty.
Rewrite text in template and it could be look like follow:
Break lines are now very clear and outgoing email will be correct.
NLXID: REQ0001390
Regarding <Enter> or <Shift> <Enter>:
•An <Enter> by itself produces a Carriage Return.
•<Shift> <Enter> creates a Line Feed.
Text from incoming mail that creates a new ticket (ticket description) or comment on existing ticket will be formatted like:
•<Enter> - one empty row between text rows.
•<Shift> <Enter> - no empty row between the text rows.
If text has many <Enter> between the text it will be reduced to one empty row.
In outgoing mails using text templates with email tags for ticket description - text has same format as in ticket description.
