We are happy to announce the official release of SysAid CSS Release 2.0!
With important enhancements to SysAid CSS' modules, SysAid CSS 2.0 offers almost 60 new features and an important new tool: SysAid CSS Chat.
This new live chat module is essential to providing excellent customer service and improving your bottom line. Best of all, it's completely free!
FR no. |
Description |
Module/Tool |
| 3349 |
In customized notifications, a Requested by user object has been added. |
Customization |
| 3353 |
When submitting a Service request from the Self service portal, SysAid CSS performs an automatic search of
its Knowledgebase and provides FAQs for similar issues and common resolutions.
|
End-user Portal |
| 3754 |
In the Self service Portal settings, there is a new option to allow your customers to sign up for service
via the self service Portal.
|
End-user Portal |
| 3806 |
In the Self Service Portal, customers cannot view messages that have not been part of their personal
correspondence.
|
End-user Portal |
| 317 |
You can create reminders that allow you to set notifications for various SysAid CSS entities that contain
date fields.
|
General |
| 518 |
There is an entirely new module, SysAid Chat. Your customers can begin chat discussions with your CSS reps
via the Self Service Portal as well as from external websites.
|
General |
| 938 |
You can now customize a Favorites personalized menu with other SysAid CSS menu items. |
General |
| 3051 |
The Service Request Quick Access box is now also available in the Manger Portal. |
General |
| 3331 |
The length of text fields has been standardized. |
General |
| 3432 |
SysAid CSS now displays a new and improved user interface. |
General |
| 3648 |
SysAid CSS checks whether imports have performed an update, and creates a history record only when updates
have been performed.
|
General |
| 3764 |
Extended online help is now available from within the SysAid CSS interface. |
General |
| 3771 |
SysAid CSS now supports outgoing requests behind proxy servers. |
General |
| 3900 |
An extended Perl API allows you to open service requests with more available fields. |
General |
| 4007 |
When building category filters in the SysAid CSS Expression builder, you can now choose "is not" as a
condition.
|
General |
| 4063.1 |
There are new security enhancements related to blocking cross site scripting. |
General |
| 4063.2 |
There are new security enhancements related to auto-complete fields. |
General |
| 4063.3 |
There are new security enhancements related to preventing Java script injections |
General |
| 801 |
In Helpdesk lists, you can now simultaneously update selected service requests fields: Status, Priority,
Urgency, Custom List 1, Custom List 2, and "Assigned to."
|
Helpdesk |
| 1034 |
There is a new search option for lists in Activities, Tasks, and Projects. |
Helpdesk |
| 1786 |
When closing a service request that has child service requests, the solution field is copied from the parent
service request to the child service requests.
|
Helpdesk |
| 2490 |
Under the "Messages" tab of the service request form, you can now open all messages and view clear
separations between them.
|
Helpdesk |
| 2506 |
If you have limited certain categories to certain companies, contacts from these companies can only view
Knowledgebase items based on these limitations.
|
Helpdesk |
| 2560 |
There are two new helpdesk fields in the service request form: "Re-opened," which indicates the number of
times a service request has been moved from a closed status to an open status, and "Re-Assigned," which
indicates the number of users that have been assigned to the Service Request.
|
Helpdesk |
| 2568 |
SysAid CSS administrators will now receive notifications when they log in, such as warning messages about
the expiration date of support.
|
Helpdesk |
| 2571 |
You can now define permissions on the values that a user can view and select in the customized lists of a
service request. Lists include: urgency, priority, status, location, and SR Custom Lists 1 and 2.
|
Helpdesk |
| 2586 |
You can create a list of automatic text templates that users can add to messages. |
Helpdesk |
| 2790 |
With the proper permissions, you can now purge service requests from within the service request, rather than
only from the service request list.
|
Helpdesk |
| 2889 |
In Additional Reports, you can now see the name of the assigned, submit, or request user in the format that
is defined under Preferences, Appearance.
|
Helpdesk |
| 2909 |
From within a service request, you can create additional links to Knowledgebase items, Projects, and Tasks.
This action creates a mutual link that you can view within the project or task.
|
Helpdesk |
| 2926 |
When you search for a Knowledgebase item from within a Service Request, it opens in a new popup screen. When
you access the Knowledgebase from the menu, it displays in the same page rather than in a popup screen.
|
Helpdesk |
| 3330 |
You can now remove an attachment from a Knowledgebase item. |
Helpdesk |
| 3342 |
SysAid CSS now refers to all statuses in Open class rather than a fixed list of status codes. |
Helpdesk |
| 3362 |
Your customers can now view categories and subcategories in the Self Service Portal in their own languages.
You can manage the translation in the translation file.
|
Helpdesk |
| 3631 |
You can now add attachments to Quicklist templates. All service requests that use the Quicklist template
will include the attached file.
|
Helpdesk |
| 3759 |
When entering a new service request, you can perform a filtered Knowledgebase search based on the category
of your service request.
|
Helpdesk |
| 4523 |
The Helpdesk list now refreshes without causing each field on the page to also refresh. |
Helpdesk |
| 2642 |
New variables have been added as an option for automatic notifications: the number of active service
requests that are assigned to the notified user and the total number of active service requests.
|
Helpdesk Preferences |
| 1031 |
The Manager Dashboard is now more interactive and includes a drill-down option to directly access data. To
focus on specific information, you can view filtered charts of service requests or asset lists.
|
Manager Dashboard |
| 2902 |
The Manager Dashboard can now automatically rotate a display of your defined views. |
Manager Dashboard |
| 3557 |
In the Manager Dashboard, there are new charts :Service Request Overview that allow you to view data based
on the groupings of various attributes.
|
Manager Dashboard |
| 3402 |
In the Open/Closed Requests per Category report, more details within the categories are displayed. |
Manager Portal |
| 516 |
Within the dropdown menus of various customized lists, you can now sort the lists alphabetically or by ID.
|
Preferences |
| 661 |
There is a new variable in service request notifications that contains service request activities. |
Preferences |
| 937 |
SSL support is now available for outgoing email. |
Preferences |
| 2070 |
You can now send automatic notifications in the language specified in the contacts settings rather than in
the language of the default settings.
|
Preferences |
| 2140 |
In user management forms, there is a new field that specifies the direct manager of the user or contact. You
can also set escalation rules in this field to automatically notify users managers when certain conditions
have been met.
|
Preferences |
| 2375 |
When a change is made to the main SysAid CSS settings, SysAid CSS requires that a note be entered. The date,
time, and name of the user who performs the change are recorded in the event log.
|
Preferences |
| 3021 |
You can set escalation rules based on customized dates and closing time. |
Preferences |
| 3705 |
With the new tags "$AssignedTo.FirstName" and "$AssignedTo.LastName," you can add users first and last names
to automatic notifications.
|
Preferences |
| 3706 |
You can now specify and allow your contacts to decide whether or not they will receive automatic
notifications.
|
Preferences |
| 3737 |
You can now create group permissions in addition to permissions per individual user. You can create multiple
group permissions and assign a user to multiple groups. If assigned to multiple groups, the user will
receive the highest level of permission as permitted by the total number of permissions he has been
assigned. You may choose whether to assign group permissions or individual permissions for each user
|
Preferences |
| 3852 |
The list of companies that appears in different pages (routing, due date, escalation rules, operating time,
filter, and priorities) is now alphabetized.
|
Preferences |
| 2501 |
In the Relation Mapper you can now create Item subtypes. you may add specific icons to designate each
subtype.
|
Relation Mapper |
| 2769 |
Relation Mapper items can now be labeled by categories and subcategories. When selecting a relation mapper
item from a service request, the item list will display only items from that category.
|
Relation Mapper |
| 3356 |
A new report is available that summarizes your service requests per category. |
Reports Analyzer |
| 3418 |
There is a new distribution-per-hour report that shows you the number of service requests opened and closed
each hour.
|
Reports Analyzer |
| 370 |
In Tasks and Projects, two new automatically calculated fields are now available: Total Task Estimation and
Calculated Progress. Total Task Estimation displays the summation of all task estimation fields pertaining
to a Project. Calculated Progress displays a calculation of a Project's progress based on the progress of
all tasks within the Project.
|
Tasks and Projects |
| 2098 |
In Tasks and Projects, it is now possible to attach a relation mapper item to tasks. SysAid CSS can display the related items
from the relation mappers within a task.
|
Tasks and Projects |
