Unlock Ticket permission

Nlxid: REQ0005088

Messages and lock indication in ticket form has been improved.

Agents can have permission to unlock tickets that other agent has locked. This is inserted as a permission setting on agent Role, tab Entity Action, section Tickets.

If locked ticket is opened in Edit mode when you inlock, you need to close down and reopen the ticket form to unlock all ticket fields.

Read more: Lock tickets

 

Ticket Quickstep, Delete without first enter mandatory field.

Nlxid: REQ0004730

Bug fix in Quickstep Delete. In earlier version you were forced to enter data to all mandatory fields in the ticket form before it was possible to delete. This check is now removed so you can delete the ticket with mandatory fields not filled in.

 

Customer Feedback in Dashboard

It is possible for End Users to give feedback to agent when they close ticket on SSP. End User can click one of those icons:

Feedback is shown in Agent´s Dashboard summary stats widget:

Customer feedback shows feedback from customer current week.

 

Ticket already opened indication

Nlxid: REQ0003355, REQ0003608

Improvements of yellow indication in Dashboard and Views that ticket is already opened by other user. If user closes ticket correctly by selecting new Status or by x in the ticket tab is the indication automatically removed in other user´s view. However, if user logs out or close down the browser when a ticket is currently open, other users need to refresh Dashboard or View to remove the indication.

 

Multi update of CIs

Nlxid: REQ0005083

New function to update properties for multiple CIs at the same time.

In CI List there are inserted checkboxes on each row where you can mark multiple CIs. In Mass update form you then can select which properties that shall be updated. For each selected property you can select a new value or set value=empty (remove old value).

Read more: CI Mass update.

 

Network Scanning Filters

New function to add an application filter to Network Scanning order. The filter limits which computers and software applications that shall be included in the scanning. The filter should be added as json code in a textbox before start of scanning. First part filter which computers shall be included in the scan, second part filter which applications shall be included.

Read more:

Network Scanning

Filter examples

 

New CI Properties

Nlxid: REQ0004744

Two properties are added to CI Type:

•   Business Category

•   Department Number

Properties can be imported from System_DISC table in SCCM database during SCCM network scanning.

If you are in need of this functionality or want more information, contact NSP support (nspsupport@nilex.se).

 

Outbox for SSP Service Catalog orders

Nlxid: REQ0004986

For orders from Service Catalog the system´s Maintenance host (MH) needs to be active. If MH was  not active an error message was shown when order a service item.

From this version an outbox is inserted. It is now possible to order when MH is not active. Order is put in outbox and is automatically executed when MH has been activated.

 

Service Catalog Permission settings

Nlxid: REQ0005047

New settings for service items:

Disable Ordering: Checkbox, if enabled order of service item is not available on Self Service Portal. Buttons for Order and Add to Chart are hided. Purpose of this setting is e g when ordering shall be temporarily disabled without changing other settings.

View Permissions (Groups): Add Groups for which the service item shall be shown on SSP. If no groups are added the item is visible for all groups.

Order Permissions (Groups): Add Groups that shall be able to order the service item. If no groups are added the item is available for all groups.

Read more: Add new Service Catalog item

 

Users defined as BCC when article is sent by mail

You can select Groups as recipient when sending KB article by email, email will then be sent to all members of the groups, or you can select recipients individually (or a combination of groups and users). All recipients is set as BCC, this means that a single person that receive the email never can see which the other recipients are.

 

Twitter

Now NSP has a solution to monitor social media also with Twitter. Questions and comments from Twitter and Facebook can be handled.

 

Hard delete of tickets

Nlxid: REQ0004895

Hard Delete – ticket and all connected objects (comments, attachments, worklogs, tasks, etc) are deleted. Delete is done by procedure running in background. Procedure schedule is inserted by script. It is recommended to schedule running during night. Tickets that shall be deleted shall be marked (manually or by a trigger). A new property, MarkedForDelete is added to Base Entity Request, when this property is set TRUE will the procedure delete the ticket.

If you are in need of this functionality or want more information, contact NSP support (nspsupport@nilex.se).

 

SQL Archiving

Nlxid: REQ0004896

A new SQL view for archiving of tickets. Db view is called from excel and the list can then be saved in an archive (CSV file).

If you are in need of this functionality or want more information, contact NSP support (nspsupport@nilex.se).

 

Updated NSP Public API

Nlxid: REQ0005082

Updates added to API.

 

Charging, new field for Invoice settings

New field, Invoice Start Date, is inserted for Invoice setting in a Charging Plan. As before you define invoice per week, per month, etc. New setting defines from which date the cyclic invoice settings shall be used.

 

NSP 10.7.5.361.1

Improvements

Nilex Ticket ID	Description
REQ0003724	Improvements for Performance on KB

Wishes/RFC

Nilex Ticket ID	Description
REQ0004730 REQ0002091	Quickstep: Using delete possible to delete ticket without adding mandatory fields
REQ0002528 REQ0004800 REQ0004280	Some Info from KB are hidden for Endusers
REQ0005088	Permissions for locked tickets, and ui notification for unlocking the ticket
REQ0004647 REQ0004727	Add new - hardcoded in field reported by - Entity Editor
REQ0005083 REQ0000596	Possibility to update several CI:s at the same time
REQ0004440	Organization form: CI tab shall include also CIs owned by the organization
REQ0005082	Changes in RestApi
REQ0004897	Possible to unlock a locked ticketfor agent
REQ0004896	SQL view archiving
REQ0004895	Hard delete - tickets incl. all related objects
REQ0004744	More properties from SCCM to NSP
REQ0005047	Permissions on Service catalog

Bugs

Nilex Ticket ID	Description
REQ0005010	Time format not correct exported to Excel
REQ0004975	Knowledgebase user permissions dont work
REQ0004908	If priority order is changed - error when saviing ticket
REQ0004902 REQ0005218	The costfield shows the wrong value
REQ0004871	GDPR: Wrong confirmation message to EndUser
REQ0004867	Company tag on print Text template does not read input
REQ0004799	Ordered list and unordered list don’t show in SSP
REQ0004795 REQ0004679 REQ0004616 REQ0004847	AddNewTab error - session time
REQ0004794	Ticket on close pop up - comment timer time should be transferred into pop up
REQ0004775	Dashboard; Empty left panel
REQ0004508	Tab Organization - Visual error for HTML field on Organization
REQ0001069	Problem to send report to users using  a CSV files
REQ0004424	Linked ticket list in user profile is empty
REQ0003355 REQ0003608 REQ0003642	Views: Indicator for Already opened by errors
REQ0005113	Paging don’t work for linked tickets
REQ0005137	User created date and time field will not be saved in ticket
REQ0005117	Editing a description in a custom fields does not apply to the item
REQ0005116	Custom field checkbox Show info in panel has no impact
REQ0005025	Ticket History: Wrong agent is set on history action in ticket
REQ0004870	Unable to start NNS agent
REQ0004841	Urgency/Impact matrix: priority is not set
REQ0005128	Close Task confirmation question is shown when nothing has been changed
REQ0005092	Service order: Date and time field show UTC Time
REQ0005186	Add CC to CC field using Autocomplete don’t work properly
REQ0005087	Problem with SC and custom field(Radio button) and default value not show
REQ0004636	Unable to match users with CIs
REQ0004998	Unable to change SLA conditions
REQ0005138	CC (on ticket) with agent type gets a "new comment notification"
REQ0005186	Add CC to CC field using Autocomplete don’t work properly
REQ0005119	Chosen date in Service item not showing right
REQ0005155	Problem with PRO licens - Should not show Shopping cart