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What's New
Version 7.17 is now available. Below is a list of enhancements added.
Version
7.17 Enhancements
Active Directory Add On
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
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
New Quotation Fields
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
New Contact Fields
- The following new
fields have been added to the contact record:
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
New Asset Assigned To History
Fields
New Asset Fields
-
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
New Incident Fields
-
14 x 20
Text (20 characters)
-
3 x 40
Text (40 characters)
-
1 x 100
Text (100 characters)
New Incident Assigned To History
Fields
New Problem Assigned To History
Fields
New RFC Assigned To History Fields
New Incident Response Fields
New Problem Response Fields
New RFC Response Fields
New RFC Impact Fields
New RFC Implementation Fields
New RFC Fields
New Client Fields
New Client Release History Folder
New Client Logins Folder
New Client Service Pack Folder
New Client Implementations Folder
New Asset Audit History Folder
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
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
Group Response
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
- <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
Filter Bar
Service Catalog
Filters
Graphs
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