The Home > Favorite Filters page was renamed Views. Views are now supported on most list pages throughout the system. Views can be made public or private and set to be the default view for your user logon. They can be shared with specific users or queues of users.
Email Logs
A new Admin > Logs > Email Logs page provides an audit of all outbound email used to notify customers.
The Email Log Info tab shows the content of the email.
The Email Log History tab shows a history of email sending events.
You can browse, delete, or forward email from the log.
Accounts
The POC (Point of Contact) status of a contact now displays on rows listed on the CRM > Accounts > Account Contact tab.
Workflows
New conditions were added to workflows:
Account Type (Client, Vendor, etc.)
Service Type
Primary Assignee
Ticket Sender Email
New comparison operators were added for conditions in workflows:
Changed
Changed From
Changed To
Is Empty
Is Not Empty
Like
Not Like
New workflow triggers were added:
Activity Type - time, expense, activity
SLA first Response overdue by
You can now clone an existing workflow.
Email Templates
A new [%AllActivityDetails%] placeholder field has been added to email templates. Use this placeholder field to include all ticket notes in an email notification.
Dispatch Calendar
The Dispatch Calendar has been redesigned. You can optionally display a list of tickets and drag and drop a selected ticket into the dispatch calendar of an employee. The service call is then linked to the ticket and the identifiers of the ticket added to the description of the service call. When you create or edit a service call you can update ticket properties and notify employees and other email recipients.
Queues on My Tickets Page
You can search for all tickets assigned to the queues you are a member of, using the Queue search parameter on the My Tickets page.
To Dos
To Dos associated with a ticket display the name of the ticket along with a link on Dashboard pages. You can click the link to access the ticket immediately.
To Dos were added as objects to Ad Hoc reports.
Service Calls
Service calls now contain two new tabs:
Assign - Update a linked ticket with changes to the assignee, queue, primary technician, or add a comment to the ticket.
Notification - Use the Notification tab to notify employees and other email recipients.
When a service call associated with a ticket or a task is created, the description of the service call is populated with the ticket or task identifiers.
Ticket Audits
A new Audits button has been added when you open/view a ticket. Two tabs display.
Ticket Logs tab - Displays a log of all changes to a ticket, by both users and workflows.
Workflow Log tab - Shows actions performed on a ticket by a workflow.
Ticket Customer Info
The Ticket View tab you see when you first open/view a ticket has been redesigned. Below the ticket title is the customer's name with a link. Click this link to show the Customer Info window. This includes a link to show the customer's address on Google Maps.
SLA Status of Tickets
On the Ticket View tab you now see both an SLA field and an SLA Status field. For tickets assigned an SLA, the SLA Status field shows a link. Click this link to see the estimated and actual times specified by the SLA for resolving the ticket. This includes a state called Waiting. SLA timers are paused while waiting for the customer to respond.
Ticket Notes
Ticket notes have been redesigned to make user comments easier to read.
Ticket Prefix and Format
Two new system settings were added to the Company Settings > Service Desk tab:
Ticket Number Prefix - Adds a prefix to ticket identifiers. Defaults to blank.
Ticket Number Format - Specifies the date and count format of the ticket identifier. Defaults to COUNT-MMDDYYYY.
Service Types and Scopes
A new Admin > CRM > Service Type page has been added to classify CRM accounts. Service types are subsequently assigned to scopes.
A new Admin > Security > Scopes page determines employee access to Service Desk tickets, and only if the CRM account has been assigned a service type. Permission types for accessing a ticket can include:
Read/Write
Read Only
No Access
Ad Hoc Reports
New features in Ad Hoc Reports include:
The ability to retrieve a list of values for a parameter from a data source and display the values in a dynamically populated dropdown.
A new Action Event allows dashboard layouts to be adjusted dynamically for different screen sizes including mobile devices.
A new Action Event enables or disables parameters as needed when a parameter value is changed.
A new Server Event modifies or sorts a list of parameters when they are loaded into the report.
A modified Scheduler architecture allows an external custom queue service and load balancing of schedule reports.
Data can be sorted by formula calculation. This also allows "true" grouping by formula; the ability to group on a formula that does not exist as a sort has been removed.
Rows in the Scheduled Reports Manager can be sorted by clicking on the column headers in the table, and filtered by using the search box.
Each recipient of a scheduled report can receive customized report output based on data ("batch report execution").
Scheduled emails can be sent without report output attached. This enables the sending of data-driven emails and alerts.
Chained reports can be collated based on a common sort field in the child reports.
The email body of scheduled reports can be formatted using HTML.
Custom fields can be specified to link to and from, when linking one report to another.
A formula can be specified to filter which records from a parent report are included when drilling into to a child report.
SessionInfo can now be accessed in data source assemblies.
Performance has been improved when using Azure for report and folder management.
Added the ability to run the Exago Linux installer without prompts.
A group min/max filter flag has been added to the Administration Console to apply a group filter to an entire result set.
Express View Reports with Live Mode were added.
Client Survey Scores
BMS now supports two-way integration with the Customer Thermometer email survey solution. See the notes below, and the Customer Thermometer website for details.
A new Admin > Service Desk > Survey Integration Settings page defines the HTML layout presented to a user when they click a link in a notification email to take a survey. A default HTML layout is provided but can be modified to suit your company's preferences.
A new Internal Survey Scores page maintains the internal records used to classify survey scores provided by survey score providers. A numerical value is associated with each survey score record.
A new 'Insert Survey' button in email templates enables you to insert a survey placeholder field into an email template. The survey link displays when an email is generated based on that template.
Once a survey score is submitted:
The survey scores are mapped to the internal survey score records maintained by your company.
Workflows can use the mapped results to evaluate the Satisfaction Score submitted and trigger a subsequent update to the ticket. For example, if a ticket was closed and a customer was dissatisfied, the ticket could be re-opened.
Opening a ticket shows the latest survey score submitted on the Ticket View tab.
A Survey History tab in the opened ticket shows the complete history of all survey scores submitted for the ticket.
The results of survey scores can also be shown in reports.
A new Customer Survey Scores permission has been add to the Service Desk section of security roles to control visibility of survey score results.
REST API
Over 120 new API calls have been added to BMS, in support of 3rd party integration.
Live Connect is an option that is available when BMS is integrated with the Kaseya VSA. Live Connect to a VSA linked asset can now be launched from:
The Service Desk > Asset Management > Hardware Assets page.
The View Ticket tab of an open ticket.
The Search Hardware Assets dialog used to select a hardware asset and link it to a ticket.
Previously, all Live Connect users had access to all assets. Now each BMS user is required to enter a VSA username and password the first time Live Connect is launched during a session. The credentials entered determine the assets the Live Connect user is authorized to access.
