Release Information > Version 2.5

New Features

Adjustments to the webforms

Use Case:

All forms were revised based on a uniform UX/UI structure:

•Left: Property areas for quick overview and entry of important metadata.

•Right: Main content, detail fields and context-specific information.

•Shortcut bar: Important actions and buttons were often moved to a centrally located shortcut bar to make the interface tidier.

•Dynamic adjustment of display elements based on user input or selected types.

Implementation:

Ticket user form

▪The layout and tab groups have been grouped more logically and structured more clearly to simplify operation.

▪Various buttons have been removed from the form body and moved to a newly designed shortcut bar at the top of the web form. This shortcut bar has been fundamentally restructured and displays appropriate actions depending on the context.

▪All internal and external communication (comments, etc.) now takes place via ‘modal’ windows that are opened via shortcut buttons. The same applies to global ticket functions such as rejecting or resolving immediately.

▪Many logic and display issues, especially when dealing with mandatory fields, have been corrected.

▪The various list control buttons in the form have been revised to ensure consistent and intuitive operation.

Ticket SSP form

•The ticket SSP form has been structurally adapted to the main ticket user form, with a focus on:

•Fixing various logic errors and display issues.

• Adapting the shortcut bar with a new structure and functionality.

• Improved display of messages and their options.

•General structural alignment and usability optimisations.

Asset DB form

•Adaptation to the generic UX/UI structure with a clear layout for improved overview and editability of asset data.

Task form

•Adaptation to the generic UX/UI structure with a clear layout for improved overview and tabs for detailed information. Simplified operation by moving buttons to the shortcut bar.

Reminder form

•Adaptation to the generic UX/UI structure with clear layout for improved overview. User guidance that dynamically controls the display of fields based on the selected type.

Approval form

•Adaptation to the generic UX/UI structure with clear layout for improved overview. Left sidebar with the most important approval information, action and comment fields on the right for better overview and user guidance.

Reservation form

•Adaptation to the generic UX/UI structure with a clear layout for improved clarity and minor error corrections within the form.

SLA contract form

•Adaptation to the generic UX/UI structure with clear layout for improved overview. Focus on time ranges on the left and contract content on the right.

Serial actions form

•Adaptation to the generic UX/UI structure with clear layout for improved overview. User guidance that controls the subsequent input fields after entering the serial type.

User form for text modules

•Adaptation to the generic UX/UI structure with clear layout for improved overview.

Knowledge base form

•Adaptation to the generic UX/UI structure with a clear layout for improved clarity. Important buttons moved to the shortcut bar.

Time entry form

•Adaptation to the generic UX/UI structure with a clear layout for improved clarity. Input type selection as the first step, which determines the further form structure.

Manual ordering in tickets

Use case:

After creating a ticket marked as an order, agents can manually add, approve and order order items and articles.

Implementation:

The corresponding buttons and form have been added.

Switchable list view for ticket templates in SSP

Use case:

The tile view offered little clarity and organisation for many ticket templates.

Implementation:

In addition to the tile view, a button can now be used to switch to a list view. The list view offers sorting, usage and modal display of descriptions.

Notification when creating tickets in SSP, even without a ticket type

Use case:

Previously, affected persons did not receive any notification of receipt for tickets without a type.

Implementation:

Affected persons now receive a configurable confirmation of receipt for tickets without a type.

Message to ticket manager upon completion of a task

Use case:

The ticket manager should be able to receive a notification upon completion of a task relevant to their ticket.

Implementation:

New modifiable message template that is sent to the person responsible when a task is completed. Sending can be activated or deactivated for specific tasks or templates.

New buttons in the ticket form for questionnaires

Use case:

The authorisation concept for opening and editing questionnaires needed to be restructured. To this end, the buttons should also be adapted and replaced accordingly.

Implementation:

The following buttons are now available in the ticket form:

‘Open selected questionnaire’ (read or write depending on authorisation)

‘Send selected questionnaire’ (blank copy)

‘Send completed questionnaire’ (completed copy)

‘Forward questionnaire’ (blank copy with previous answers)

‘Export questionnaire’ (all questions as CSV)

‘Open referenced answer’ removed, function remains available via double-click.

Bug fixes

•A bug has been fixed: when the main ticket is resolved, the solution is transferred to the child tickets and sent correctly in the solution email to the user.

•A bug has been fixed: to insert simple line breaks in your signature, you must use a soft line break. A note to this effect (including keyboard shortcut) can now be found above the signature field.

•Various minor improvements and adjustments have been made.

•A bug has been fixed where, when the cost centre was active, it was sometimes not filled in correctly automatically and the contact details were displayed in orange (missing mandatory field data) even though the cost centre field did not exist in this section. The malfunction has now been fixed and the cost centre field is only mandatory if this is set.

•A bug has been fixed. The ticket number is now always used in the subject line, both in replies and forwards, if the ticket has a number.

•A bug has been fixed. Due to a new mandatory field, the column order for CSV imports of locations has been changed. Important for customers who import locations via CSV.

•Warning baskets were deleted once during the update as agreed in order to resolve inconsistencies. In future, the items and shopping baskets will be displayed correctly.

•A bug has been fixed: after converting an email into a ticket, the priority is now correctly transferred.

•A problem has been fixed where a ticket was incorrectly set to ‘in progress’ status even though the entry of a reason in the self-service portal was cancelled.

•First name, last name, and email address have been replaced with S-ID for secure assignment and potential multi-domain support.

•New, clearly visible note that comments must be entered below “Comment:” in order to be accepted.

•When changing or deleting the “Change” type and ticket templates “Category”, mandatory field rules are now adjusted correctly.

•When selecting and deselecting ticket templates, the system explicitly asks whether fields such as title or description should be overwritten.

•When creating tickets from the SSP with different templates, the source field is now filled in correctly.

•Assets are now automatically synchronised when one of the fields is filled in.

•Admins can delete individual questions; follow-up questions are separated and must be reassigned manually.

•The read/write permission concept for questionnaires has been revised. If the current user is not the person referenced in the questionnaire, they cannot edit it. The referenced person is visible in the top right-hand corner.

•Obsolete approvals are correctly moved to the archive.

•The new baramundi logo has been added to the corresponding tiles in the admin view.

•After clicking on the ‘Open asset in BMC’ button, the BMC opens after a pop-up confirmation.