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What's New

Version 7.19 is now available. Below is a list of enhancements added.

Version 7.19 Enhancements

Notifications

• Client notification is now available. You can notify someone when a new client is added or when a client is edited.
  
• You can now include attachments in notifications.
  
• Field level notifications can be based on multiple field.

AegisWeb

• Client management is now available in this new release.
• You can now send HTML emails in Aegisweb.
• If you don’t have the proper security to edit an incident, it will default to View only mode.
• A new security option to turn off access to data entry template.

Security

• A new Security Level option has been added to security. This is used to control access to attachments. You can define a security level when adding new attachments. Only attachments with a security level lower than or equal to the user's security level will be displayed. The security level must be between 0 and 30000.
• Two new options have been added under Web Access to hide access to data entry templates for users and clients. If you currently allow users/clients to select a template on the web, please edit your security group and enable this under the Web Access option.
  

Database Default Security

• You can now define the default User and Client security for each database. This is configurable in Database Properties. If no default is specified, the security defined in the user's Database Security or the user's existing security setup will be used.

There are 3 levels of security where you can define how a user or client accesses Aegis.

User and Client Level Security

Each user and client must have a security group link to the user's record. This option applies to all databases if no other options are defined

Database ID Security

Database ID Security allows you to use different security groups for different databases. This uses Database ID to link a security group to a database. This option overrides all other options and applies to the current database if the Database ID matches. If you don't need database specific security then you don't have to set this up.

If you have multiple databases and thousands of users, then it is very time consuming to create thousands of Database ID Security settings (one for each database and for each user). The 3rd option (Database Default Security) allows you to overcome this problem.

Database Default Security

Database Default Security applies to the database for all users. It overrides the User Level Security but not Database ID Security.

Here is the recommended setup:

• If you use only one database, then use User Level Security.
• If you have multiple databases but you want the same security settings apply to all databases, then use User Level Security.
• If you have multiple databases and each requires a different security setting, then you can use Database ID Security or Database Default Security or both. Remember that Database ID Security overrides all other options. For the databases that will be accessed by a lot of users who have the same security setting, then use Database Default Security. If some users require a different security, then use Database ID Security for those use

Users

• A new option to show all the groups a user belongs in has been added on the Tasks bar.

Escalation/SLA

Two new SLA types have been added. Response Type and Assign SLA.

• The Response Type SLA allows you to specify a certain type of response that must be provided by a given time. You can also define multiple Breach Statuses to monitor the SLA.
• The Assign SLA allows you to define the time limit for incident assignment. The incident must be assigned by the time specified in the SLA.
• You can now escalate Problems and RFCs.

Active Directory Add On

• You can now use the windows User Name as the Contact name or User ID format.
• A field mapping option has been added. This allows you to update the user/contact records in Aegis with other fields from Active Directory.
• A Group Name Filter has been added in the Rules definition. The maximum number of objects returned by a query is 1000. You can use the Group Name Filter to search for specific group names.
• When users are created from Active Directory, you can turn of the “logon access” option. This option is useful if you want to manually give each user logon access.
• By default, all users created from Active Directory will login to Aegis automatically when they start Aegis or AegisWeb. A new option has been added to force the user to enter his/her User ID and password.

E-mail Properties

• You can define the Reply and Forward prefixes.
• You can automatically insert the Incident tag in the subject line when replying to an e-mail.
• You can now monitor the E-mail Queue and E-mail Error Log and display an alert. The alert can only be displayed to users with the right security.

Attachments

• You can prevent some users from viewing attachments by associating a security level to the attachment. Only attachments with a security level lower than or equal to the user's security level defined in his/her security group will be displayed. The security level must be between 0 and 30000. You can only edit this field if your security group allows it.
• When you save an attachment, the full path to the attachment will be saved in the database. If you need to move the attachment directory to another hard drive or server, then all the paths will become invalid. A new option has been added in Database Properties to save attachments using only their relative paths. If you move the attachment directory to another hard drive or server, you just have to redefine the attachment directory.

Forms

• You can now define default values at form level as well. This means you can customize different default values for different users/customers.

Who’s Logged On

• When you refresh the grid, it will attempt to clear unused lock files.
• Add On Intervals
• All add on intervals have been increased from 59 minutes to 1440 minutes.

Filter Bar Search Options

• When searching a MEMO (long text) field, Aegis will search for any characters within the MEMO field. For example, if you type in Dev, it will search for Dev anywhere within the field.

When searching a TEXT field, Aegis will search for characters at the beginning of the field. For example, if you type in Dev, it will search for Dev at the start of the field.

You can now configure the search option so searching on TEXT fields works like searching on MEMO fields.

Version 7.18 Enhancements

System SLAs

• You can now define SLAs at system level. These SLAs can apply to all clients if the criteria are satisfied. You can still define SLAs at client level which will take precedence over system SLAs.

Triggers (Auto Response)

• Auto Response has been renamed to Triggers.
  
• A new trigger has been added for Scheduled Tasks. You can now add multiple tasks when an incident, problem or RFC is added or edited. This allows you to automatically create a list of “tasks” to be completed or addressed.

Templates for Printing Records

• You can define HTML templates for printing records. This will replace the Print Window function. If no templates are defined, it will still print the window.

Response Templates

• You can define a response template as “Internal Use Only”. All internal response templates will not be shown to the clients on the web.

Forced Password Change

• You can force a user/client to change their password when they login if they have not changed the default password. This is configurable in Database Properties.

E-mail Properties

• E-mail properties can now be local to each database. This allows you to have different properties for different databases so you can setup different sender's e-mail addresses.

Add Ons

• You can now define add on properties that are local to each database. This allows you to have different properties for different databases. For example, in the E-mail Server add on, you can define different e-mail address to monitor for different databases. This applies to the following add ons:
  
  
  • Database Monitor.
  • E-mail Server.
  • Escalation.
  • Live Graphs.
  • Report Scheduler.
  • System Alerts.
  • Tasks Scheduler.

• If you own multiple licenses for each add on, you can also use multiple databases. For example, if you have 2 E-mail Server add on licenses, you can use 2 different databases, each with its own properties.

Task Scheduler Add On

• You can define the expiry date for a scheduled task. If a scheduled task is expired, it will not be created.

New Scheduled Tasks Fields

• The following new fields have been added to the Scheduled Tasks record:
  
  
  • 6 x Text 20 (20 Characters)..
  • 1 x Date.
  • 1 x Time.
  • 2 x Text 40 (40 Characters)
  • 2 x Currency.
  • 1 x Double.
  • 1 x Short Integer.

New Assigned To History Fields

• The following new fields have been added to the Assigned To History record:
  
  
  • 1 x Text 20 (20 Characters)..
  • 2 x Date.
  • 2 x Double.

New Incident Fields

• The following new fields have been added to the Incident record:
  
  
  • 2 x Memo (Long Text).

Changes to Contact Record

• The following fields have been changed on the Contact record:
  
  
  • Increased length of field 11 from 40 to 100.
  • Increased length of field 53 from 1 to 20.
  • Increased length of field 54 from 1 to 20.
  • Increased length of field 55 from 1 to 20.
  • Increased length of field 56 from 1 to 20.
  • Increased length of field 57 from 1 to 20.

Changes to Client Record

• The following fields have been changed on the Client record:
  
  
  • Increased length of field 35 from 1 to 10.
  • Increased length of field 36 from 1 to 10.
  • Increased length of field 37 from 1 to 10.
  • Increased length of field 38 from 1 to 10.
  • Increased length of field 39 from 1 to 10.
  • Increased length of field 40 from 1 to 20.
  • Increased length of field 41 from 1 to 20.
  • Increased length of field 42 from 1 to 20.
  • Increased length of field 43 from 1 to 20.
  • Increased length of field 44 from 1 to 20.

• The following new field has been added to the Client record:
  
  
  • 1 x Text 80 (80 Characters).

New CI (Asset) Components Fields

• The following new fields have been added to the Components record:
  
  
  • 2 x Text 20 (20 Characters).
  • 2 x Text 40 (40 Characters).
  • 2 x Date.
  • 2 x Currency.
  • 1 x Long Integer.
  • 1 x Double.
  • 1 x Memo (Long Text)

User Interface Changes   

• You can display a Preview Pane on the main window just like Outlook’s preview pane. You can completely customize the fields to show on the preview pane.
  
• All folder views have been replaced with tree views instead of being part of the Tasks Bar.
  
• When editing a record, you can define which sub-folders are visible on the tab pages.
  
• The filter bar is now available on all windows where applicable. This makes searching for records a lot easier.

Form Designer

• You can change color and font attributes (bold, italic and underline) for fields and labels.

Deleting Contact Records

• You can now prevent a user from deleting a contact if there are still open incidents for the contacts. This is configurable in the user’s security group.

Reports

• You can group reports by multiple fields. This applies to the following reports:
  
  
  • Count & Averages.
  • Time & Cost.
  • Elapsed Time.
  • Response Elapsed Time.
  • Response Time Spent.
  • Assigned Elapsed Time.
  • SLA Breaches.
    

• Three new standard reports have been added in this version. The new reports are:
  
  
  • SLA IR Compliance (Initial Response).
  • SLA SR Compliance (Subsequent Response).
  • SLA CL Compliance (Closed).

These reports show the number of SLA compliances and SLA breaches. It will also show a percentage against the total. You can also create a filter to report on a given month.

An “interactive version” of the SLA Compliance report has also been added. This works like Call Queue where you can view the report in a graphical format and group the report by a field, for example, group by Client or Priority. You can also use any of the filters you have created.

Call Queue

• Call Queue can now display the number of calls On Hold and also a percentage against the total.

HTML Editor

• An HTML editor is included. You can now compose all e-mails and templates in HTML within Aegis. This has added much more flexibility to the system. For example:
  
  
  • You can include links to attachments/file downloads when sending notifications.
  • You can completely format the fields to print/e-mail when the user clicks on the Print/E-mail option on the task bar. All records from the sub-folders can also be included by insert the sub-folder table name tags.
  • You can include attachments and files to download in Knowledge Base and FAQs. This can be displayed as HTML on the web.

E-mail Server Add On

• The E-mail Server add on can now process attachments (screen shots) within the message body. It will strip the screen shot from the message and save it as an attachment.
  
• When copying e-mail messages to the response record, you can now specify which part of the message to copy. You can use the two new tags [Email.MessageUpTo:Identifier] and [Email.AllUpTo:Identifier] to copy the e-mail message up to the first Identifier to the response record. This is useful if you have a long e-mail thread and just want the latest reply copied to the response record.

Client Database Security

• You can now define database security for all clients instead of individual client. The Client Database Security can be access from the System | Configurations | Client Web Access menu.

Version 7.17 Enhancements

Active Directory Add On

• This new add on uses the LDAP protocol to integrate with Microsoft Active Directory. It synchronizes network user details with the client and user records of Aegis. It will mirror any of the following changes made to Active Directory:
   
  • Add new clients and users in Aegis.
  • Updates to existing clients and users.
  • Delete clients and users that are no longer in Active Directory

The Active Directory integration is also tightly linked with role based security profiles, such that any new Active Directory members can automatically be assigned security profiles with minimal administration overhead. This reduces maintenance costs, data duplication and improves the accuracy and efficiency of your Aegis administration.

Sales Opportunity

• A new field Probability (%) has been added to the sales opportunity record. This will calculate the Potential Sale Value by percentage. For example, if an opportunity has a potential value of $10,000 and a probability of a successful sale of 80%, then the total probably sales value would be $8,000.

Auto Response

• You can now add multiple responses when an incident, problem or RFC is added or edited. This allows you to automatically create a list of “tasks” to be completed or responded to. For example, if a new incident is added for “New Staff”, you can add a list of “tasks” that needs to be performed such as set up PC, connect new phone, order furniture etc. This is completely configurable based on the record type.
  

Version 7.16 Enhancements

Service Level Management

• Whenever an Incident SLA is changed, the breach statuses will be cleared.
  
• You can define client notifications in SLA Types.
  
• For Subsequent Response SLA Type, you can set it up to check once only instead of all subsequent responses.

Response Timer

• You can configure Aegis to automatically calculate the response time. When a new response is added, it will start the clock and you have the option to update the time in the Time Spent field.

On Hold Status

• Support for multiple On Hold statuses has been included.

Asset Reports

• Two new standard reports have been included:
  
  
  • Parent CIs. This will show the parent CIs for a given CI.
  • Child CIs. This will show all child CIs for a given CI.

Notifications

• You can now send a notification when a response is added, edited, copied or deleted.

Web Access

• You can customize the e-mail sent to users when they click on the Forgot Your Password option on the web.

Escalation Add On

• A new option to save all e-mails sent has been added in Properties configuration. 
• When an incident is escalated, you can now notify the client and other affected clients.

System Alerts Add On

• A new option to save all e-mails sent has been added in Properties configuration.
  
• Support for support hours and public holidays have been added.

Tasks Scheduler Add On

• A new option to save all e-mails sent has been added in Properties configuration.
  
• Support for support hours and public holidays have been added.

Report Scheduler Add On

• You can define the interval to run the report scheduler in Properties configuration.

New Contact Fields

• The following new fields have been added to the contact record:
  
  
  • 10 x 1 Text (1 character)

New Quotation Fields

• The following new fields have been added to the quotation record:
  
  
  • 1 x 40 Text (40 characters)
  • 1 x 20 Text (20 characters)

Loading Records

• A new PageSize option has been added in the [Options] section for the Aegis.ini file. This option allows you to define how many records to load on startup. If you specify PageSize=50, only 50 records will be loaded regardless of how many records there are in the database. When you click Next, another 50 records will be loaded.

Task Menu

• You can put a record on hold or resume it from the Tasks menu.

Keyboard Shortcut

• The INS key will always add a new parent record (the top grid) and Shift + INS will add a child record (the bottom grid).
  

Version 7.15 Enhancements

Count & Averages Report

• This report allows you to count the total and average number of calls added in a given period. You can define a filter to use in the report and group by Year, Quarter, Month, Week or Day. The report can also show the data in graphical format. For example, you can show total/average number of calls added yearly, a quarterly, monthly or daily.

Time & Cost Report

• This report allows you to show the total time and cost spent on resolving issues or the total cost for assets. You can define a filter to use in the report and group by Year, Quarter, Month, Week or Day. The report can also show the data in graphical format.

Elapsed Time Report

• This report shows the elapsed time, first response time and on hold time for calls. You can define a filter to use in the report and group by Year, Quarter, Month, Week or Day. The report can also show the data in graphical format.

Response Elapsed Time Report

• This report shows the elapsed time for responses. You can show the elapsed time by User or by the Response Action – i.e. it shows how long it stays with a User or an Action. You can define a filter to use in the report and group by Year, Quarter, Month, Week or Day. The report can also show the data in graphical format.

Response Time Spent Report

• This report shows the time spent on responses. You can define a filter to use in the report and group by Year, Quarter, Month, Week or Day. The report can also show the data in graphical format.

Assigned Elapsed Time Report

• This report shows how long a call stays assigned to a user or use group. You can define a filter to use in the report and group by Year, Quarter, Month, Week or Day. The report can also show the data in graphical format.

SLA Breaches

• This report allows you to count the total and average number SLA breaches. You can define a filter to use in the report and group by Year, Quarter, Month, Week or Day. The report can also show the data in graphical format.

Last Call By Clients

• This report shows when is the last time a client logged a call.

Authenticate Outgoing E-mails

• There is a new option to authenticate outgoing e-mails.

Notifications

• You can now notify multiple contacts in notifications. You can store the multiple e-mail address for the contact in a long text field separating each with a semi-colon.
  
• You can also merge a MEMO field in the subject line.

New Security Option

• A new security option has been added to prevent users from moving a contact from one client to another.
  
• Another new security option allows users to edit a contact detail even if the user cannot edit the client detail.

Client Web Access

• You can now allow clients to select an action when adding a response. You can define a list of allowable actions in a new list box. This is configurable in Client Web Access Properties.

New Client Fields

• The following new fields have been added to the client record:
  
  
  • 8 x 1 Text (1 character)
  • 1 x Memo

New Contact Fields

• The following new fields have been added to the contact record:
  
  
  • 5 x 1 Text (1 character)
  • 3 x 20 Text (20 characters)
  • 2 x 40 Text (40 characters)
  • 1 x Memo

View HTML E-mail

• You can now view HTML e-mails.
  

Version 7.14 Enhancements

Client Headlines

• You can now define individual headlines for each client. This will be displayed when the client logs onto to the web.

Web Access

• Record update is now considerably quicker.

E-mail Server Add On

• Support for Problem and Change Management.

Delete All Option

• A new delete all option has been added for list boxes. This can be restricted by security settings.

New Asset Assigned To History Fields

• The following new fields have been added to the asset assigned to history record:
  
  
  • 4 x 40 Text (40 characters)

New Asset Fields

• The following new fields have been added to the asset record:
  
  
  • 10 x 20 Text (20 characters)
  • 5 x 10 Text (10 characters)
  • 5 x 40 Text (40 characters)
  • 2 x Memo
  • 1 x Time

New Asset Service History Fields

•  The following new fields have been added to the asset service history record:
  
  
  • 4 x 20 Text (20 characters)
  • 2 x 40 Text (40 characters)

New Incident Fields

• The following new fields have been added to the incident record:
  
  
  • 14 x 20 Text (20 characters)
  • 3 x 40 Text (40 characters)
  • 1 x 100 Text (100 characters)

New Incident Assigned To History Fields

• The following new fields have been added to the incident assigned to history record:
  
  
  • 1 x 20 Text (20 characters)
  • 2 x 40 Text (40 characters)

New Problem Assigned To History Fields

• The following new fields have been added to the problem assigned to history record:
  
  
  • 1 x 20 Text (20 characters)
  • 2 x 40 Text (40 characters)

New RFC Assigned To History Fields

• The following new fields have been added to the RFC assigned to history record:
  
  
  • 1 x 20 Text (20 characters)
  • 2 x 40 Text (40 characters)

New Incident Response Fields

• The following new fields have been added to the incident response record:
  
  
  • 2 x 20 Text (20 characters)
  • 1 x 40 Text (40 characters)
  • 2 x Date
  • 2 x Time

New Problem Response Fields

•  The following new fields have been added to the problem response record:
  
  
  • 2 x 20 Text (20 characters)
  • 1 x 40 Text (40 characters)
  • 2 x Date
  • 2 x Time

New RFC Response Fields

• The following new fields have been added to the RFC response record:
  
  
  • 2 x 20 Text (20 characters)
  • 1 x 40 Text (40 characters)
  • 2 x Date
  • 2 x Time

New RFC Impact Fields

• The following new fields have been added to the RFC impact record:
  
  
  • 1 x Date
  • 1 x Time

New RFC Implementation Fields

• The following new fields have been added to the RFC implementation record:
  
  
  • 1 x Date
  • 1 x Time

New RFC Fields

• The following new fields have been added to the RFC record:
  
  
  • 4 x Time

New Client Fields

• The following new fields have been added to the client record:
  
  
  • 10 x 20 Text (20 characters)
  • 5 x 30 Text (30 characters)
  • 2 x 1 Text (1 character)
  • 2 x 40 Text (40 characters)
  • 2 x 25 Text (25 characters)
  • 1 x Long Integer
  • 5 x Memo

New Client Release History Folder

• A new Client Release History folder has been added to track releases sent to client.

New Client Logins Folder

• A new Client Login folder has been added to track client logins to applications/system. This makes it easy to lookup Login Id/Password when requested by clients.

New Client Service Pack Folder

• A new Client Service Pack folder has been added to track service packs sent to/installed at client site for an application.

New Client Implementations Folder

• A new Client Implementations folder has been added to track product implementations for clients.

New Asset Audit History Folder

• A new Asset Audit History folder has been added. This allows you to track audit history for Assets.

Putting Records on Hold

• When a record is already put on hold, you cannot put it on hold again. Similarly, if a record is not on hold, you cannot add a resume response for it.

Workflow

• You can now add a new assigned to history record using a data entry template. This allows you to update any of the fields on the assigned to history record.

Version 7.13 Enhancements

Incident Management

• When searching the knowledge base, you can select a knowledge base and populate the incident record with the knowledge base.
  
• You can search for other incidents in the incident window. If an incident is selected, you can populate the incident record being edited with the selected incident.
  
• When searching for problems, you can select a problem and populate the incident record with the problem record.
  
• You can now search for RFCs and add a new RFC in the incident window. When searching for RFCs, you can select an RFC and populate the incident record with the RFC record.

Problem Management

• When searching the knowledge base, you can select a knowledge base and populate the problem record with the knowledge base.
  
• You can search for other problems in the problem window. If a problem is selected, you can populate the problem record being edited with the selected problem.
  
• When searching for RFCs, you can select an RFC and populate the problem record with the RFC record.
  
• When you add a new problem from an incident, the client and contact populate option rule will apply.

Change Management

• When searching the knowledge base, you can select a knowledge base and populate the RFC record with the knowledge base.
  
• You can search for other RFCs in the RFC window. If an RFC is selected, you can populate the RFC record being edited with the selected RFC.
  
• When you add a new RFC from an incident or problem, the client and contact populate option rule will apply.

Auto Response

• You can add a response automatically when assigning an incident, problem or RFC to a user. This feature allows you to change to Status of the incident record. For example, when you assign an incident to the user, you can automatically change the status of the incident to Assigned.
  
• You can also add a response automatically when an incident, problem or RFC is added or edited.

Group Assignment/Reassignment

• A new Group Assignment feature has been added under the Tools menu. This allows you to assign/reassign multiple incidents, problems or RFCs.

Record Status

• You can define multiple closed statuses. For example, Closed, Resolved, Fixed etc.
  
• A new Locked status has been introduced. This allows you to place a lock on an incident, problem and RFC. This will prevent users from editing a locked record if they don't have the appropriate security.
  
• Aegis can now calculate the Elapsed Time and Business Time for responses. This will show how long an incident, problem and RFC remains in a status. For example, you can see how long an incident remains in an Open state, how long it remains in the On Hold state.

Record Linking and Affected Clients

• When you link a record to another record, all the affected clients will also be linked. For example, when linking an incident to a problem, all the affected clients for that incident will be copied to the problem records as well.

Internal Responses

• You can now mark a response as Internal Use Only. All internal responses will not be visible to clients on the web.

Call Backs

• You can now edit the parent record when viewing/editing a call back record. For example, when viewing a call back for an incident record, you can edit the incident record.
  
• Call Backs are now available for Assets.

Database Specific Security

• Each database can now have it's own security. For example, you can allow a user to delete an incident on one database but not on another. Assigning a Database ID for each database activates this feature. The Database ID is linked to the Security Group and to the user. If no Database ID is specified for the database, then it will use the default security setup for the user.

Security Group

• You can now view all the users that belong to a security group from the security group window.

Knowledge Base

• You can now publish a knowledge base so it is accessible by users and clients. Unpublished Knowledge Bases are not visible to users and clients.
  
• You can also mark a knowledge base for internal use only so it is not accessible by clients.

FAQs

• You can now publish an FAQ so it is accessible by users and clients. Unpublished FAQs are not visible to users and clients.
  
• You can also mark an FAQ for internal use only so it is not accessible by clients.

Moving E-mails

• You can now move e-mails from the one incident to another incident record.

Printing Graphs

• When you print a graph, you can select to print it in Portrait or Landscape mode.

User Favorites

• You can define up to 15 favorite filters, views, sort fields and cell styles and place them on the tool bar. This is configurable in User Preferences.

User Preferences

• You can define visual theme for the Task Panel and Tab pages.

User E-mail Log

• You can resend e-mails in the user e-mail log.

Headlines

• You can configure separate scrolling headlines for clients. This will be displayed when a client logs on via the web.

Cell Styles

• A new option has been added in the System menu to clear cell styles.

Folder Record Count

• All folders now include a record count to show the number of records in each folder.

Client Web Access

• A new simplified user interface.
  
• Clients can now add new incidents using templates. This allows them to quickly log a support request. For example, you can create a template for Reset Password (one of the most common help desk request) to log a new call to reset password.
  
• When adding a new support request, you can also add attachments in the same window.
  
• Clients can now add a response to a request. This allows them to provide more information or re-open a closed incident. When adding a response, they can also include an attachment in the same window. You can select to store the response attachment with the incident record instead of the response record.
  
• You can select which Filters clients can access. You can also select the default Views, Sort Fields and Cell Styles.
  
• You can create your own online help.

E-mail Server Add On

• Any attachments received from replies to e-mails will be saved with the incident record as well as the original e-mail.
  
• When a reply is received by the e-mail server, you can now automatically add a new response if there is no response Tag in the e-mail. You can copy fields from the e-mail to the response record.
  
• You can now define filters to block junk mail.

Version 7.12 Enhancements

Client Domains

• You can define multiple client domains in the Client URLs sub-folder. This can be used by the E-mail Server Add On when creating a contact if the sender of the e-mail does not exist in the client database.

E-mail Server

• The E-mail Server can create a new contact if the sender does not exist in the client database. This is configurable in the E-mail Server properties.
  
• The E-mail Server can search the Client URLs for other domain names when searching for a contact.

Escalation 

• Client and contact fields can be merge in escalation notifications.

Population Options

• The incident SLA Type can be updated when populating incidents from child records.

Notifications

• Records from child folders can be included in notifications. For example, when sending notifications for incidents, you can include all responses for the incident in the notifications.

E-mailing Record

• You can also include records from child folders when e-mailing parent records.

Database Utility

• A new option to rebuild all indexes has been added. This can increase performance significantly if you have a large database.

CI Statistics Report

• This report shows the total number of CIs and the total number of Incident, Problems and RFCs that is logged against it. The Problems and RFCs options are only applicable for Aegis Service Desk.
  
  You can also use a filter to select the required records and group the report by a field. This provides you with a powerful reporting facility. For example, you can create a filter to show all CIs grouped by category and see the total number of Incidents, Problems and RFCs logged against it.

System Directives

• The following new system directives have been added:


• <SONM> Start of Next Month.
  
• <EONM> End of Next Month.

User Preferences

• You can define a sound file to play when a reminder comes due.

Add Ons

• You can now define a commencement date for the Task Scheduler, System Alerts and Report Scheduler add ons.

Version 7.11 Enhancements

E-mails

• You can enter a category when sending e-mails in the E-mails sub-folder.
• The E-mails sub-folder is now available for Clients and CIs. These folders will only be visible if you turn it on in your security group after upgrading your databases from previous versions.
  
• There’s a new option in E-mail Properties (System | Configurations | E-mail Properties) to log all e-mails sent to clients. This option replaces the Client Activity Log option from previous version. If you set this option, all e-mails sent to clients will be saved in the e-mails sub-folder.
  
• You can select multiple contacts when sending e-mails to clients.
  
• Cc option in e-mail.

E-mail Server

• The e-mail server add on can now add a response when a reply is received.
  
• If the e-mail contains any HTML tags, it will be remove when saving the record.

New Assigned To History Fields

• The following new fields have been added to the assigned to history record:
  
  
  • 4 x 20 Text (20 characters)

Group Response

• You can add responses to a group of Incidents, Problems or RFCs.

Security Group

• You can define a default filter, view, sort field, cell style and also a start up database for new users. These defaults will be used when the user logs on for the very first time.
  
• There’s also a new option to prevent users from opening databases. You can use this option together with the Start Up database to restrict users to viewing/working with one database only.

System Directives

• The following new system directives have been added:
  
  
  • <Yesterday> (Yesterday)
  • <SOW> (Start of Week)
  • <EOW> (End of Week)
  • <SOY> (Start of Year)
  • <EOY> (End of Year)
  • <SOPW> (Start of Previous Week)
  • <EOPW> (End of Previous Week)
  • <SOPY> (Start of Previous Year)
  • <EOPY> (End of Previous Year)
  • <OWA> (One Week Ago)
  • <OMA> (One Month Ago)
  • <OYA> (One Year Ago)
  • <SystemEmailSignature> (System E-mail Signature)

Custom E-mail Headers

• You can define a custom e-mail header for the Database Monitor, E-mail Server, Escalation and System Alerts Add Ons. This header is used when sending notifications.

Data Entry

• You can use the Up arrow and Down arrow keys to scroll through data. Up arrow will read previous value and Down arrow will read the next value.

User Interface

• The view change history option is now available on the incident window.
  
• You can re-open a closed incident from the incident window.
  
• You can create a new knowledge base from the incident window.

Version 7.10 Enhancements

New Add On - Tasks Scheduler

• Tasks scheduler allows you to create recurring incidents. You can define how the incidents are to be created by using Data Entry Templates.

Report Scheduler Add On

• Much more flexible period to run the reports. You can run the report on the 1st, 2nd, 3rd or End of each month, or every Sunday, Monday, Tuesday … or Daily, Weekly, Monthly…. Or every X minutes, hours, days, weeks or months.

System Alerts Add On

• Similar to the changes to report scheduler, you can define a much more flexible period to send the alerts. You can send alerts on the 1st, 2nd, 3rd or End of each month, or every Sunday, Monday, Tuesday … or Daily, Weekly, Monthly…. Or every X minutes, hours, days, weeks or months.

Notifications

• Support for CI (Asset) notifications. 

E-mail Templates

• When defining e-mail templates for child records, you can include fields from the parent record. For example, when defining the e-mail template for Responses, you can include fields from the Incident record.

Call Queue

• Three new columns have been added to the call queue window to display open, closed and escalated calls as a percentage.

Attachments

• Attachments can be organized into sub-directories. This is a new option in Database Properties.

Filters

• You can now define filters for linked folders. This allows you to do the following queries:
  
  
  • Show all Incidents against a certain CI class.
  • Show all Incidents that are part of a specific Problem.
  • Show all Problems that have RFC's open for them. 
  • Show all Problems that we have for laptops. 
  • Show all RFC's open for Server CI's. 
  • Show all CIs with open Incidents. 
  • Show all CIs with a common related CI.

Filter Bar

• You can now use the following compare operators in the filter bar.
  
  
  • = (Equal)
  • > (Greater than)
  • < (Less than)
  • >= (Greater than or equal to)
  • <= (Less than or equal to)
  • <> (Not equal to)

Field Mappings

• More options have been added in field mappings.

Version 7.00 Enhancements

New Product - Aegis Service Desk

• Aegis Service Desk is our new flagship product. It is an ITIL based service management system. The following ITIL processes are fully integrated: Incident Management, Problem Management, Change Management, Configuration Management, Service Level Management and Client Management. 

Call Backs

• You can schedule a call back for a client so you can do a follow up with your customers.

Filter Bar

• You can now turn on the filter bar and search on any fields when finding records.

Service Catalog

• You can now map CIs (Assets) to services.

Filters

• You can now filter on On Hold records.

Graphs

• You can now graph asset records.