CustomerWise Enhancements

Improved List Views

Users may now view incident, event, and customer details from within the List View in the web client without reloading the page or navigating to another page. The Detail View may be toggled on/off and reduces the number of clicks needed to reference details and perform workflow actions. Users may now view more detail about the selected record without leaving the list view.

The image below shows the Team Web client with the Detail frame turned on. The Detail frame will display information for the selected incident:               

Use the Detail frame on/off button to toggle the view. The toggle button is available on the Incident, Event, and Customer View:

Create Customer Contact DuringSubmit

Support Team users may now create new customer contacts on theNew Incidentpage or theClone Incidentpage. As shown below, aNew Contactbutton is now available to quickly create the contact record for the selected customer:

New Email Notification Trigger

A new email notification trigger called “On multiple occurrences of an action” is available which notifies recipients when workflow actions occur repeatedly. A common usage scenario may be notifying managers when incident are re-opened multiple times.

The trigger is configured by selecting a workflow action and entering the number of times the action must occur. 

New Admin Reports

User Information Report:This report will display active/inactive team member information, license type, and project assignments:

Project Information Report:This report will display an Overview, Administrators, Account Type Roles and Privileges, Groups and Group Folders for a selected project.

New Incident Level Time Tracking

The new incident time-tracking feature allows users to enter time spent and a time remaining estimates for incidents. Multiple time spent records and time remaining records may be entered and are totaled and displayed in the new time fields shown below.

There are numerous options for tracking time spent and time remaining. New configuration settings are available in the Admin Client under Incident View - General Settings:

Time spent/remain support settings include:

·        Enable incident-level time spent/remain support: Enables users to enter their time spent and estimated time remaining (optional) per incident in new time fields on the incident Current Status page.

·        Integrated with issue level time track: Time spent fields will be based on existing issue time track work types.

Time remain option settings:

·        Support time remain per task: Allows user to enter a single value for the time remaining estimate for the total estimated time remaining for the incident as shown below.

·        Support time remain per task per person: Allows user to enter the estimated time remaining per person. All time remaining entries will roll-up to the total estimated time remaining.

·        No time remain support : Users enter only Time Spent, and do not enter any Time Remaining estimates.

Integration with existing Time/Service Management Feature:

·        The existing Time/Service Management may be integrated with the new Time Spent and Time Remaining fields. Integration allows time tracking by pre-defined work types and with work rates and supports tracking cost, sales and billable time back to the customer.

Users may use the new Time Spent field to enter service items or the existing Service tab. Time and service entries from either location will appear on the Service Report.

New Email Notification Option: Multiple Recipients

A new email notification rule option is available allowing an email to be sent with recipients in the To, CC, or BCC address line. This will improve communication by including all recipients in a single email. The option to send a separate email to each individual is still available. Take the following steps to configure multiple recipients:

• Press the “Change” button as shown below to modify an existing email rule, or create a new email rule. Choose the email option “Support sending one notification email to multiple recipients”

• Select the appropriate email template for the notification rule as shown below. 

*Please Note: Email format for recipients uses merge fields that are common to team members and employees/customers. Team members and employees may be included on the To, CC, and BCC address lines. As a result, certain email merge fields will not be available to prevent exposing secure information to employees or other team members.

Continue to use the “Separate email to each recipient” option when emails include sensitive information or emails with direct login links.

• Choose which recipients will be notified and if they are in the To, CC, or BCC address line:

Customer Status Restriction Options

TheCustomer Statusfield may now be configured to prohibit customers and team members from adding new incidents for customers in certain states.  The new Customer Status privilege checkbox “Support team cannot create incidents for the customer at this status” will prevent team members from submitting incidents on behalf of customers in selected states and display a warning message defined by the Administrator. This may be used to prevent delinquent or discontinued customers from using service resources.

Customer Contact on List Filter

Team members may now filter the list view and report view on specific customer contacts using the new Contact filter.

Copy Incident Information to Linked Incidents

CustomerWise now includes an option to copy the Work Description and Close Description from a parent incident to child incidents when the parent incident is closed. The purpose is to improve efficiency when handling global, duplicate, or incidents that are closely related to one another. 

New Administrator Client settings to configure copying from parent to child incidents are available underIncident Viewsettings.

·        Check the “Enable the feature to allow team member to copy parent incident work/close description to its open child-incidents on close” checkbox to enable or disable the feature.

·        Select work projects which will use the parent/child copy feature.

·        The checkbox labeled “Display option to allow team member to copy close/work description to open child-incidents when closing the parent incident” allows administrators to configure if the copy action is optional or mandatory. If checked, the team member may choose if the copy occurs. If unchecked, the copy will occur automatically without user input.

·        The “default copy option” setting controls which fields are copied to child incidents. If the copy (see setting above) is mandatory, the default setting will be used. If the copy is optional, the team member may select this copy option when the parent incident is closed.

The image below shows the new close page with the copy feature enabled and the copy action is optional.

The copied Work Description and Close Description will also include the parent incident ID they were copied from:

New Customer Contact Privilege – Allow editing the Active/Inactive setting for other contacts

A new customer contact account privilege is available “Can make contact Active/Inactive” allowing customers to manage their own contact access to the customer web portal. Customer contacts with this account privilege will be able to edit the other customer contacts Active/Inactive setting using the customer web portal.

Inter-Project Copy Multi-Selection Field Mapping

Multiple selection fields are now available for inter-project copy field mapping. Multiple selection fields may only be mapped to other multiple selection fields.

New Email Recipient: {Linked Incident Contact}

A new optional email recipient{Linked Incident Contact}allows email notifications to be sent to all linked incident contacts. This is useful when using parent/child incident to manage global incidents, groups of incidents, or dependent incidents. As the parent incident is updated, an email notification may be sent to all the linked child incident contacts.

Static Label Field Type

A newStatic Labelfield type is available for Incident forms allowing administrators to place instructive text on incident layouts. Administrators may enable this field type in the Admin Client.

Static label fields are similar to other definable fields and can be placed on any incident page or smart screen layout.

Improved Customer Report

Memo field type profile questions may be added to the Customer report.

New Child Link Option – Open child linked incident

Users may now open the child linked incident from the list view.

A new user preference is available in the Team Web client that allows users to navigate to the child incident. This is an alternative to opening the parent incident links page.

Status Automation Improvement – {Return To IPC/IPA Trigger State}

A new inter-project status automation improvement allows for better integration between project workflows. An issue copied from one project to another as a result of a status change (inter-project action) may now automatically return to the originating state when the linked issue is updated.

This is useful when teams using different TechExcel projects need to collaborate. The status automation may be setup between linked CustomerWise projects or a CustomerWise project linked to a DevTrack project.

The image below of an incident workflow reflects a typical collaboration scenario between support and development. The history shows the automation as a parent-child link in the incident history view.

Service Track Cost/Sales Budget Improvements

The Service Track incident cost budget and sales budget now include fields for tracking the remaining hours and planned sales/cost dollar amounts. These fields are viewable in two additional columns in “Cost budget” and “Sales budget” tabs

• Remaining hours
• Remaining planned cost / remaining planned sales