New Features in Service Desk (v1.4.0.0) - 14 January 2013

Compatibility	Service Desk v1.4 requires VSA v6.3. If upgrading to VSA v6.3, and Service Desk is installed, you will be required to upgrade to Service Desk v1.4.
Incremental performance improvements	Performance improvements are being implemented incrementally for the ticket grid and ticket editor in versions 1.4 and 2.0.
Procedure Editor	The service desk procedure editor has been updated with a new user interface in conjunction with the 6.3 agent procedure editor. This feature requires Flash on the VSA’s user computer. New features include: The editor is now divided into three panes. You now have instant access to each command in the left hand pane. Click the Help > Getting Started link to get a quick tour of user interface options in the procedure editor. Another help link displays command-specific help. Open and work on multiple procedures simultaneously. Each procedure you open displays in a separate tab. Copy and paste selected statements between tabs. You can now edit statements in the middle pane directly. Statements in the middle pane have adopted the conventional programming format of a function() call with multiple parameters separated by commas. Comment lines can now be inserted inline, anywhere in an agent procedure. After upgrading to 1.4 and for existing service procedures only, any comment lines that were previously defined in the top right-hand pane now display as inline comments above each statement and can be edited. A generic tooltip description of each statement still displays in the right hand pane and cannot be edited. Multiple lines can be selected and acted on at one time. Right click selected lines to get additional options. Filter the list of statements you can select. Hovering the cursor over any statement in the left or middle pane displays a tooltip description of that statement. The same description displays at the top of the third pane. Hovering the cursor to the left of selected statements displays icons to remove, indent or outdent selected statements. When entering a value for a variable in a parameter: Enter a < to select from a list of system variables. Enter a # to select from a list of user defined variables.
Email Reader	3rd party technology has been implemented in the email reader to provide robust and reliable parsing and handling, and to improve error trapping and logging.
New Mapping Variables	The following new property variables have been added to Ticket Request Mapping procedures: `[$CCEmailAddr$]` - The CC email recipients. `[$EmailHeaders$]` - The headers of the email. `[$EmailPriority$]` - The priority of the email, set by the sender. `[$RawEml$]` - The raw email, without the headers. These new property variables only persist while the Ticket Request Mapping procedure is being run. The user should assign their values to custom fields to make use of them after the ticket is created.
New Rich Text Editor	A new rich text editor provides improvements in: Performance Usability Unintentional formatting issues Clicking the ticket editor Description field editor no longer displays a popup window before you can begin to edit. Text can be added immediately. For the both the Description and Notes edit toolbar menus: A new Align Full button has been added. Emoticons has been added. The "insert text from Word" toolbar button has been removed. With this release, cut and paste from Word is supported automatically without having to use this button. A Format drop-down list enables you to tag paragraphs with standard HTML paragraph styles. Selected text can now by resized using a point size drop-down list. You can preview and print just the description of a ticket. The expand/contract toolbar button has been replaced with a full screen toggle button.
Multi-tenant Tracing/Logging	Multi-tenant tracing and logging is now supported. This feature replaces the use of the System > Application Log for Configuration debugging. This feature ensures tracing and logging information can be safely exposed to cloud users wanting to debug their configuration while maintaining cloud data confidentiality. An enforced time limit ensures tracing is not left on indefinitely.
Ticket Printing	A selected ticket or KB article can now be printed immediately from the ticket grid of the Tickets, Knowledge Base and Search All pages.
Re-Open Closed Tickets	A ticket set to the End stage, typically called `Closed`, can be re-opened. A re-opened ticket is set to the Begin stage, typically called `New`.
Data Sets for Custom Reports	The following new data sets have been developed to support the creation of custom Service Desk report definitions and report templates. Custom Field Details Custom Fields Ticket Ticket Context Ticket Notes Ticket Related Ticket Summary Ticket Summary Without Custom Fields Ticket Tasks
Customizable Multi-Tenant Ticket Editing Templates	Each tenant in a SAAS environment has their own set of ticket editing templates that can be customized to suit their business needs.
Auto Assign Ticket Checkbox	The Auto Assign Ticket checkbox on the Agent > Edit Profile page now supports Service Desk email readers as well as legacy Ticketing email readers. Auto assign a ticket to a machine ID if an Service Desk email reader or the Ticketing email reader receives an email from the same email address as the one defined for a machine in the Contact Email field of the Agent > Edit Profile page. If multiple machine IDs have the same Contact Email address, then only one machine ID can have the Auto Assign Ticket checkbox checked. Applies when new emails come into a Service Desk email reader or the Ticketing email reader that do not map using any other method of email mapping. These other methods are described in the Ticket Associations section of the Readers tab topic in online help.
Multiple Levels of Categories	Categories can now be defined five levels deep. The number of category levels defined by a service desk determines the number of categories that can be selected in the ticket editor. The Category column of the ticket grid displays a selected category value in parentheses (), followed by the hierarchy of categories used to select it. For example: (Harddisk) - Equipment - Hardware Error - Harddisk During the upgrade to KSD 1.4: Sub-categories are converted into second-level categories. Sub-category steps in service procedures are converted into category steps that specify the same second-level category value.
Closed Tickets as a Result of a Merge	Notification is suppressed if a ticket is closed as a result of a merge.
Agent Icon on Tickets Table	The Tickets table now displays an agent icon, if one is associated with a ticket. The user can launch Live Connect and Quick View from this agent icon.
New and Add Note buttons	Two separate "New Ticket" and "Add Note" buttons display above the Tickets table, instead of being combined in a drop-down menu.
Ticket Grid Refresh Interval	The refresh rate for the Tickets table can now be set by role.
Procedure Variable Time Zone	Two new options have been added to the General Info tab of Desk Definitions: The Procedure Variable TZ option on the Desk Definition > General Info tab sets the time zone used by date/time procedure variables such as `[$CreateDateTime$]`, `[$ClosedDateTime$]`, and `[$EscalationDateTime$]`. This time zone also applies to procedure-generated date/time text embedded in the Note column of the notes history of the ticket and date/time text embedded in messages and emails generated by procedures. Daylight Savings Time is incorporated into the time zones provided. (The dates/times displayed in the Time column of the notes history continue to use the time zone specified for the VSA user in System > Preferences.)
New Procedure Variables	Two new procedure variables have been added. `[$SDTimeZoneOffset$]` - Shows the time offset selected for a desk definition for emails and procedures. `[$StaffPhoneNumber$]` - The staff Phone number the ticket is assigned to.
Group By Option in Organization Tickets	Right-clicking on a column heading in the ticket table of the Organization Tickets page displays two options not available on the Tickets page. Group by this field - Selects the "group by" column used to display tickets in the ticket table. Show in Groups - If checked, display tickets in groups using the selected "group by" column.
Coverage Schedules Based on Time Zones	Previous to this release Coverage Schedules were calculated based on the Kaseya Server time zone. With this release, Coverage Schedules are calculated using the time zone specified for that coverage schedule. Daylight Savings Time is incorporated into the time zones provided.
Custom Field Filtering	Previously all order by and filter by options for custom fields were interpreted as strings values. Custom fields can now be sorted and filtered by number and date, as well as by string. For example entering a >4 in the column filter for numerical custom field correctly shows rows containing the values of 5 and 18.
Export to CSV	You can now export Tickets table data to a CSV file. Click the gear icon on the right side of the Tickets table header to display the Export option.
Email Display Name	A new field called Email Display Name has been added to the General tab of Desk Definition. Specify the display name of the FROM address sent with outgoing emails from Service Desk. The name should be a string of letters unlikely to be found in the subject text or body text of emails. It is used as a delimiter when an email is sent in reply to an outgoing Service Desk email.
Auto Archive Tickets	A new field called Auto Archive Tickets (days) has been added to the General tab of Desk Definition. This field specifies the number of days to wait after a ticket is assigned the End stage, which by default is called the `Closed` stage.