What's New

Organization Tickets

A new Organization Tickets page displays all tickets associated with a selected organization. The following types of information are displayed in tabbed format, by organization.

• General - Displays general information about an organization.
• Custom Fields - Displays custom fields and their values defined for an organization.
• Machine Groups - Displays the machine groups of an organization.
• Departments - Displays the departments of an organization.
• Staff - Displays the staff members of an organization.
• Secured Data - Stores data that remains encrypted in the database. For example, you could store the password necessary to connect to a customer's remote website.
• Tickets - Lists and accesses tickets associated with an organization.

Clicking the OrgID hyperlink of a ticket within the ticket editor displays similar information.

Time Tracking

Time entries in Time Tracking, Service Desk and Service Billing are now integrated. You can optionally report hours worked and add notes to Service Desk using:

• Timesheets - Timesheets must be enabled.
• Timers displayed in the upper-right corner of the VSA - Timers must be enabled.
• Timers displayed in the ticket editor - Enabled if "session timers" are enabled by desk definition and by user role. You can always use timesheet entries and the timers displayed in the upper-right corner of the VSA to add time entries to a Service Desk ticket, regardless of whether "session timers" are displayed within the ticket editor.

Time tracking logging options in Service Desk now include:

• Auto-clock logging based on how long a ticket or task has been opened by the user.
• Starting and applying a timer to a ticket or task, from either inside or outside of the ticket.
• Creating a time entry in the Time Tracking module and linking it to a ticket or task.
• Manual entry of hours worked to a ticket or task.

Whatever method is used, the hours worked can be forwarded to Service Billing for billing and viewed in timesheets in the Time Tracking module.

Task Information

Task Information organizes a Service Desk ticket into a series of steps. Each task can be assigned a different assignee and tracked individually for completion. If Task Information is enabled:

• Tasks can be edited using a separate Tasks tab in the ticket editor.
• All tasks for all tickets can be listed, sorted, filtered, searched and viewed using the Tasks Associated with Tickets page, restricted by a user's selected scope.
• You can add notes and hours worked, including billable hours, by individual task.
• All user entered notes, for both tickets and tasks, are viewable in ticket notes.
• Task notes and task hidden notes each have a unique background color to distinguish them from other kinds of notes in the note history of a ticket.

For any one service desk, Task Information and Service Billing Integration are mutually exclusive.

Service Billing Integration

The Service Billing Integration enables hours worked in a Service Desk ticket to be billed in the Service Billing module. Tickets associated with a Service Billing customer are listed in the Customer Billing > Customers > Tickets tab. Billable time can be for the entire ticket or by specific task.

The following fields have been added to the standard product and can be used with or without Service Billing Integration.

• Estimated hours - Can be manually entered, aggregated from tasks or via procedure.
• Actual hours - Aggregated from tasks or time logged against the ticket.
• Billable - Serves as a reference only field in Time Tracking even if Service Billing Integration is not enabled.

The following fields display if Service Billing Integration is enabled.

• Resource Type - Associates an Hours Worked time entry with a resource type, which can either be a skill, a material or a cost. Used to classify labor entries.
• Standard Rate - Associates an Hours Worked time entry with the standard rate defined for the resource type.
• Override Rate - Enables overriding the standard rate for an Hours Worked time entry.
• Work Order and Work Order Line - Links an Hours Work time entry to a work order line in Service Billing.
• Billable - Forwards an Hours Worked time entry to Service Billing for billing.

For any one service desk, Task Information and Service Billing Integration are mutually exclusive.

Desk Definition

The page layout of the Desk Definition page has been changed to a horizontal format.

• General properties for a desk display in columns from left to right in an upper pane.
• Tabbed property sheets display in a lower pane.

The following new check boxes have been added to the General Info tab.

• Enable Incident Notes Panes - If checked, an extra pane with two tabs displays below the tickets table showing the selected ticket's Description and Notes.
• Enable Service Billing Integration - If checked, billable entries can be created using the Service Billing module and billed in Service Billing. Hidden if Service Billing Integration in not enabled.
• Enable Session Timers - If checked and Auto Save Clock is not checked, timer buttons display in the ticket editor.
• Enable Task Information - If checked, the Task tab displays in the ticket editor. Hidden if not enabled.

Add Note

The Add Note Dialog enables you to add a note to a ticket without opening up the entire ticket for editing. Click the New button to see Add Note as a sub-option. This option displays the Add Note dialog. The fixed_width_tabbed and fixed_width_no_tabs editing templates both demonstrate this feature.

Copy Ticket

Copy Ticket now inserts a hidden note in the target ticket with the source note information

Popup Edit Window for Description Field

When the Description field in the General tab of the Ticket Editor is double-clicked, it displays in a separate window, enabling you to move and resize the window as you edit it.

Read/Unread Status

When a note is added to a ticket, the Read/Unread flag is reset to Unread for all other users.

Worked Perform On

A new Work Performed On field displays in the General tab of the ticket editor. This property can be set or tested in service procedures.

Global Settings

A new Global Settings page has been added for options that apply to the entire Service Desk module.

The Activate option previously located on the Setup page of KSD 1.2 has been moved to this page.

This page also sets background colors for different types of notes displayed in the ticket editor.

• Hidden Note Color - Hidden ticket notes do not notify the submitter by email and hide the note from machine users viewing the ticket using Portal Access.
• System Note Color - A note created by a system event, such as the start of a service procedure.
• Task Note Color - A note created for a task within a ticket.
• Hidden Task Note Color - Hidden task notes do not notify the submitter by email and hide the note from machine users viewing the ticket using Portal Access.
• Normal Note Color - The color displayed by public notes for the entire ticket.

Desk Templates

The Setup page has been renamed the Desk Templates page. Two desk templates have been re-configured and renamed.

• Customer_SD_Basic - Provides a turn-key solution to get you started. There is a simple workflow and no automation.
• Customer_SD_Automation - Create a Customer Support desk with minimal automation. This desk provides a simplified workflow that demonstrates automation for email and message notification to users. It integrates use of pools, message templates and procedures.

Message Templates

A new set of Message Templates, all identified with a CS prefix have been created in support of the Customer_SD_Basic and Customer_SD_Automation.

Role Preferences

Promise date has been added to Role Preferences as a date range option for highlighting tickets in the ticket table by color.

Two new options can be selected by user role.

• Enable Session Timers - If checked and Auto Save Clock is not checked, a Timer button displays in the ticket editor.
• Show Task Information - If checked, the Task tab displays in the ticket editor.

In addition field permissions can be set for the following new fields if Service Billing Integration is enabled.

• Work Order
• Activity
• Resource Type
• Standard Rate
• Override Rate

User Preferences

Promise date has been added to User Preferences as a date range option for highlighting tickets in the ticket table by color.

A new Service Desk tab enables you to select your "favorite" ticket editing template. You can specify a favorite editing template for each desk definition. This selection overrides the editing template preference set using the Service Desk > Role Preferences - Service Desks tab.

Inbound Email

• An email reader can now poll an IMAP email server. Previously, email readers in Service Desk were limited to POP3 email servers.
• If the "from" address of the inbound email matches the email of a staff record in the VSA, the staff member and the staff member's organization is associated with the ticket. This applies if the email has not already been associated with a staff member or organization using ticket tagging or a mapping procedure.

Added Property Variables

The following property variables have been added. These can be used in message templates and service procedures.

• [$ActualTaskHours$] - The total number of hours while working on tasks within a ticket.
• [$AgentGuid$] - When a ticket is associated with an agent, this is the unique ID of the agent.
• [$EstimatedTaskHours$] - The estimated number of hours for all tasks within a ticket.
• [$ExpectedDueDate$] - The goal date for the entire ticket.
• [$LastPublicUpdate$] - The time that a non-hidden note was last added to the ticket.
• [$ProjectedDate$] - The date a customer service representative has promised a problem will be resolved.
• [$StaffPhone$] - Displays the contact's phone number.
• [$SubCategory$] - The subcategory for the ticket.
• [$TotalHoursWorked$] - The total hours worked on the ticket.
• [$WorkOrder$]
• [$WorkOrderName$]
• [$WorkOrderNumber$]
• [$WorkPerformedDateTime$]

Service Procedures

Service procedures now display a Used By tab that tells the administrator where the procedure is referenced.

The following Service Desk procedure commands have been added.

• Is Within Coverage - Tests whether a ticket or KB article is currently within the coverage schedule.
• Execute SQL Non-Query - Executes an SQL non-query command on the Kaseya Server SQL Server database.
• Execute SQL Select Query - Executes an SQL select query command on the Kaseya Server SQL Server database.
• Get Agent Property - Returns a selected property value from the last audit of the agent machine associated with the ticket.

Import Center

The Import Center in the System module can import and export service desks, service desk tickets, message templates and holidays.

Service Desk and SaaS

Service Desk has been integrated with SaaS.

Service Desk API

The Service Desk API has been updated to support these new features.