Version 8.1.0.0 Enhancements
Field Populate Options
- We have moved the existing System | Configurations | Field | Populate Options menu to System | Configurations | Record | Populate Options menu. The functionality remains the same.
- Field Populate Options has been added in System | Configurations | Field | Populate Options. This new feature allows you to populate selected fields based on current values of certain fields.
- This option also allows you to update fields depending on the values of other fields in the record. The fields will be updated as you change the field values. For example, you can create a Priority Matrix based on Urgency and Impact. When you change the Urgency and Impact in the incident record, it will automatically update the Priority field.
List Box Grouping
- You can group list box values into specific groups so that when you display the list box, it will show a partial list that is specific to the current field instead of displaying the whole list. For example, if you have two list boxes called Category and Sub-Category, you can define a link between the two fields. When the Sub-Category list box is displayed, you can display only those values that are specific to the Hardware category.
Job Statistics
- You can now specify the chart properties in the template.
Dashboard
- You can select Job Statistics as a dashboard gadget.
Export
- You can now export system fields.
Active Directory Add-On
- Two new options have been added to the active directory properties:
- Delete user if no longer listed in Active Directory
- Delete contact if no longer listed in Active Directory
- In the previous version, the users/contacts would automatically be deleted if they were no longer in Active Directory. This is now configurable in the Active Directory Properties.
Version 8.0.0.0 Enhancements
Version 8.00 has been completely rewritten in Dot NET. The user interface is now more modern with a new look and feel. Here’s a list of new features added in version 8.00. Below is a list of enhancements added.
Report Writer
- A new report writer is included. This is not a separate report writer that you run outside of Aegis. It is tightly integrated into Aegis and can be accessed from the Reports menu.
- You can create as many reports as you like if you have the appropriate security.
Dashboard
- A configurable Dashboard has been added in this release. Each user can define their own dashboard if they have the appropriate security settings.
- Dashboards allow you to monitor and analyze your service desk performance and deliveries via key performance indicators (KPIs). You can define up to two gadgets on the dashboard and they are fully configurable by each user if they have the appropriate security.
Spell Check
- Spell check has also been included. You can use OpenOffice dictionaries and also your own custom dictionary.
- You can also use multiple dictionaries for each user to support different languages.
Closed On First Call
- When you add a new incident and close it straight away, you will be prompted to mark the incident as Closed On First Call.
- You can also set existing closed incidents as Closed On First Call.
- A new Closed On First Call report is also included. This report can show the total number of closed calls and the percentage that were Closed On First Call.
Updating System Fields
- When you close an incident, Aegis will update the following system fields:
- <Total On Hold Time>
- <Actual On Hold Time>
- <Total Elapsed Time>
- <Total Business Time>
- <Actual Business Time>
If you show these system fields on the grid or in reports, they will be blank unless the incident is closed. If you use these system fields in filters (for example, show all Incidents where <Total Elapsed Time> is greater than 2), they will not work.
You can now update these system fields in the Group Update, Escalation, System Alerts and Report Scheduler Add-Ons. When you configure the add-ons, there is a new option to update system fields.
Reports and Charts
- When you define statistical reports, you can group them on multiple columns.
- When you print a report that contains a chart, it will print the grid and chart together. You will not have to print the grid then the chart separately.
- More options have been added to chart configurations. You can define the label angles, legend positions, perspective angle and scroll and zoom in and out on the chart. This is saved in the chart definition so you won’t have to redefine it each time.
Job Statistics Report
- The report can now display the percentage, the grid and the chart.
- When defining a template, you can specify a filter.
- Four new template types are added:
- First Response Time - Total. Report on the first response time (E.g. How many incidents took more than 2 hours to respond to). Includes non-working hours/days and public holidays.
- First Response Time - Business. Report on the first "business" response time (E.g. How many incidents took more than 2 hours to respond to). Excludes non-working hours/days and public holidays.
- Time To Assigned - Total. Report on the time it took to assign the incident to a support staff member (E.g. How many incidents took more than 6 hours before they were assigned to a support staff member). Includes non-working hours/days and public holidays.
- Time To Assigned - Business. Report on the "business" time it took to assign the incident to a support staff member (E.g. How many incidents took more than 6 hours before they were assigned to a support staff member). Excludes non-working hours/days and public holidays.
Sendmail
- You can use Sendmail to send all of the e-mails in your e-mail queue periodically in the background. If you change a client’s e-mail address, Sendmail can detect the change and use the new e-mail address during the verification process (if the e-mail has not yet been sent).
Add-On Login
- You can now specify a Login Id and Password for all add-ons in Aegis. If you specify this, you will not have to login again when you run the add-ons.
Change Management
- The following new fields have been added to the RFC record:
- 3 x Date Fields
- 2 x Currency Fields
- 2 x Short Integer Fields
Editing Record
- If you try to edit a record that is already being edited by another user, you now have the option to show the details for the other user.
New Tasks Option
- A new Assigned To Me option has been added to the Tasks menu. This option is also available when you edit a record. This allows you to assign the incident to yourself more quickly than before.
FAQs
- You can now add attachments for FAQs.
View E-mail Sender
- When you open an existing e-mail, there is a new option to view the Sender of that e-mail.
Views
- You can define a preview field in views. The preview field will be shown below each row on the grid.
Cell Styles
- Cell styles now support gradient colors.
User Preference
- More options have been included in user preferences for you to customize the look and feel of Aegis.
User Interface
- In previous versions, the Tool Bar and Tasks Menu were shared between the parent and child grid. When you selected an item from the Tasks Menu or clicked on the Tool Bar, it would act on the grid that had the focus.
For example, if the Incident and Response folders were visible and the current focus was on a Response, then clicking on the Delete button on the Tool Bar would prompt the user to delete the Response record. To delete an Incident record, a user would have had to click on the Incident grid and then click Delete. This was causing some confusion.
In this version, each grid has its own Tasks Menu displayed at the top of the grid. We have also moved the “Others” menu from the Tasks Menu to a Quick Actions Menu. If you define any Data Entry templates for the current folder, it will also be shown in the menu.
We have also added buttons at the bottom of the grid for you to quickly add, edit, delete and refresh records.
Grids
- The grid in Aegis can now display HTML instead of just plain text.
- The height of each data row can be automatically adjusted to completely display the contents of its cells if you turn on Auto Row Height.
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