Email Created Tickets

With this release, the system may be configured to automatically create new tickets from an email. The ticketing system polls a POP email account and creates new tickets or add notes to existing tickets using the data from received emails. This feature lets you reply to an email and automatically add that data to a new or existing ticket. The Email Mapping function under the Ticketing Tab allows a set of defaults to be set-up to fill in the needed fields based on the email address or domain of the email address. Special tags can be put in an email to set field values specifically for an email. The special tags can affect the machine id, category, status, assignee, or priority. This special tag facility is how an existing ticket can have additional notes added.

Automatic Response

As an option in Notify Policy you can specify to send an automatic response email to the originator of an email created ticket. Master administrators can specify the canned message sent in reply to these emails. Use this message to let your users know their request has been received and is in process.

Assign Tickets to Groups

The ticketing system now allows tickets to be entered and associated with a machine group or a specific machine id. This facility allows issues that are not specific to a machine to be entered. An example of a specific tag would be ~ticid=532. A full list of these tags is provided in the help information .

Ticket Search

Search, part of the View Summary function under the Ticketing tab, restricts the list of tickets to only tickets containing any of the words in the search string. Search examines the ticket summary line, submitter name, submitter email, submitter phone, or any of the notes. Use the * character as a wildcard in the search string.

Ticket Merge

Merge lets you combine two tickets into one. Use Merge to combine related tickets. The resulting merged ticket contains all the notes and attachments from both tickets. Merge asks you which field values you wish to use in the ticket for all field values that are different between the two tickets. Merge is part of the View Summary function under the Ticketing tab.

Custom Fields

The Edit Fields function under the Ticketing Tab allow master administrators to create any number of new fields shown in tickets. New fields may be stings, drop down lists, or numbers. You can limit who sees or can modify each ticket field with the Access Policy function. Master administrators set each ticket field to Full Access, View Only, or Hidden on a per administrator group basis. You can also set access for users. Any change to a field setting automatically enters a new note for that ticket to log the change (this may be disabled in the Access Policy function).

Hidden Notes

Administrators can now add hidden notes to tickets that can only be viewed by administrators granted access to hidden notes in the Access Policy function. Use hidden notes to add comments or details you want to record and share with other administrators but not users or restricted administrators. Hidden notes are never included in email notifications.

Due Date Policy

Set the due date for each new ticket based on field values. Any combination of list fields may be defined to set a due date. This allows you to set a ticket due date based on the urgency of the ticket and a guaranteed level of service. You can manually override the due date policy on any ticket (if that administrator or user is given rights to edit the due date). Due dates that violate a policy are clearly highlighted.

Multiple Notify Policies per Group

You can now add multiple policies to each group ID in the Notify Policy function under the Ticketing Tab. This allows you do set separate email lists for each policy. For instance, you can set one email list for normal notifications, and a different email list for past due notification. When the assignee changes on any ticket, that administrator is always send a notification even if he is not on the notification list.

Ticket Read Flag

The system now flags when a ticket has been viewed by an administrator. Once viewed, each ticket is marked as read in the View Summary function under the Ticketing Tab. If any user or other administrator adds a note to that ticket, the original administrators View Summary displays shows the ticket as unread. Use this function to quickly identify tickets that have new information.

Submitter Information Fields

New fields have been provided for collecting the ticket’s submitter, contact name, contact email and contact phone. These fields will default to user information of the user associated with a machine. These fields can be updated by an administrator where appropriate.

Agent Status Display

The Agent Status function under the Agent Tab is now fully customizable. You can add/more/delete any column of data from this page. Available columns include all the same columns available in the Aggregate Table report. Customize this page to give you an at a glance view of all your managed machines.

Application Audit

Audit now reports all instances of every application (.exe file). Prior to this release audit reported only one copy of an application if multiple were found.

Agent Network Monitor

A recent hotfix to the IPSEC portion of the TCP/IP stack introduced a conflict with the Network Monitoring driver (primarily on Windows Server 2003). The agent update with this release corrects that conflict. The Network Monitoring driver may be safely re-enabled. The new driver loads on the client machine the next time the system restarts.

Protection Functions

The Application Blocker and File Access can now block an application or protect a file located in any directory as well as in a specific directory. That means that you can block access to a file without worrying about the path. For example, if you block access to notepad.exe then the agent blocks all copies of notepad.exe on that machine. Protected/blocked files can not be renamed, moved, or deleted. This feature requires an Agent update on the managed machines.

Impersonate User Script Command

The Execute File and Execute Shell Command script commands may now be executed as a specific user. The new Impersonate User script command enables an administrator to specify the login credentials when a file or shell command is executed as the user. Using this command overrides executing as the user currently logged on. This feature requires an Agent update on the managed machines.

Get File Version

The option to get a the version number of a file has been added to the Get Variable script command. After retrieving the version number, then script variable may be used in subsequent IF script command statements for comparison against a specified value. This feature requires an Agent update on the managed machines.

Executive Summary Report

You can now customize the scoring algorithm for the Network Health Score on the Executive Summary Report. You can add more or less weight (or disable) to any of the five components that make up the score. The report now also has a fully customizable How to read this report section at the end of the report.

Aggregate Table Report

Group ID has been added to the Aggregate Table Report. By placing Group ID at the top of the item list, you can generate a report sorted by group ID.

Patch Management Report

The pie charts and summary tables now exclude all missing patches if they are marked as ignore in a Patch Approval policy.

Dashboard Tasks

The Tasks function on the Dashboard has been enhanced with this release. A reminder pops up when any task becomes past due. In the reminder dialog, you can ask the system to remind you again in a selectable period of time or simply dismiss the reminder. The main display now lets you edit existing tasks on your list and change the due date or text description.

Agent Download Page

You can now specify which packages are listed on the agent download page (dl.asp) when no id value is passed in. Check which packages appear in the list on the Deploy Agents function under the Agent tab. Only Master administrators can edit this list.

Default theme

You can now change the logo on the default theme to your own logo. Click on the Customize function under the System tab. Then click the last customize link labeled 'Customize the graphical user interface'. The customization page pops up. Scroll to the bottom and enter a new graphic image in the section labeled Corporate Logo.

Long Machine ID Display

You can now select different display rules when displaying long machine IDs. Each administrator specifies a display format in Preferences under the System Tab. You can select the normal format (that restricts the name length in order to preserve web page formatting) or a new selection that displays the entire machine name and allows it to wrap to new lines where needed.

Kaseya Hotfix reload

The Kaseya server can pull down and apply available hotfixes to itself when it runs Refresh patch database. At the same time, the server checks for any available hotfixes. If it finds new hotfixes that have not already been applied then the server downloads the hotfix and installs them. Click the Reload button to reload all hotfixes for your current Kaseya version number. Click the Scan Machine function under the Patch Mgmt tab to schedule Refresh patch database.

Event Log Alert Processing

The system now automatically compensates when any managed machine floods they system with event log entries. If more than 400 event logs are received in any 3 minute period, the system disables event log collection for that log on that machine.