New FeaturesMerge Case – New toolbar button “Merge Cases” in Case’s list. Select the 2 cases to merge. Case which was entered last or the case which has no jobs associated with it, will be merged with the case that was created first or has jobs associated with the case. Merge can be done for 2 cases for same Account / ContactJob Control Panel (JCP) – Create new service activity when you exit JCP if the job is not completedInvoice - Deactivate invoice when it is paid in full. Display deactivated 9paid) invoices on portalPortal’s date format (US / non US format) is read from CRM settings and displayed accordingly on portalOnsite travel time is reported to timesheetAllow Recurring Maintenance cases to be scheduled for all SLA Contract types.Open more than one JCP at a time while in Outlook, Service Calendar or Remote / helpdesk EntitiesPreserve text formatting entered in JCP when displayed in XSLT file (such as invoice or reports)Enhanced SLA Contract line:Monthly billing for the quantity of HW Devices attached to the SLA ContractInvoice all SLA Contracts each as a line item in one single monthly invoice (download Q4.6 updated workflows to take advantage of the new features)A toolbar button is available in the SLA Contract & HW Device to add or remove HW device from SLA Contract LineInvoiceDisplay total number of hours in monthly invoiceDisplay total Non-billable hours in monthly invoiceDisplay the total amount to be invoiced in the preview of monthly invoicesWhen case is resolved, the Billing tab shows details of what was billed Fix “re-assign job” functionalityNew workflow plugin to create invoice from any entityService Preferences in Account are displayed in Onsite JobView Service calendar button when assigning help desk & remote jobsIn Helpdesk Job / Remote activity – the default person that support is provided to is the Responsible Contact that that asks for helpdesk support is associated with the helpdesk jobRead More »
New FeaturesMerge Case – New toolbar button “Merge Cases” in Case’s list. Select the 2 cases to merge. Case which was entered last or the case which has no jobs associated with it, will be merged with the case that was created first or has jobs associated with the case. Merge can be done for 2 cases for same Account / ContactJob Control Panel (JCP) – Create new service activity when you exit JCP if the job is not completedInvoice - Deactivate invoice when it is paid in full. Display deactivated 9paid) invoices on portalPortal’s date format (US / non US format) is read from CRM settings and displayed accordingly on portalOnsite travel time is reported to timesheetAllow Recurring Maintenance cases to be scheduled for all SLA Contract types.Open more than one JCP at a time while in Outlook, Service Calendar or Remote / helpdesk EntitiesPreserve text formatting entered in JCP when displayed in XSLT file (such as invoice or reports)Enhanced SLA Contract line:
Invoice
When case is resolved, the Billing tab shows details of what was billed Fix “re-assign job” functionalityNew workflow plugin to create invoice from any entityService Preferences in Account are displayed in Onsite JobView Service calendar button when assigning help desk & remote jobsIn Helpdesk Job / Remote activity – the default person that support is provided to is the Responsible Contact that that asks for helpdesk support is associated with the helpdesk job
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Download an updated version of web portal from these URLs:PortalPortalAdmin NOTE: Before you install the updated new sites follow these steps: 1. Backup the Web.Config & Settings.xml files from the Portal and Portal Admin web site directory. 2. Install the updated web sites 3. Copy the backed up Settings.xml file back into the Portal directory 4. Do not overwrite the new Web.Config files. Open the new Web.Config file in XML Editor, read the settings entries from the old Web.Config file (see image below) and enter them in the new Web.Config file. Update the same in the PortalAdmin directory. Read More »
1. In-house job can be either engineering works (software development, web design) or workshop. When in-house job is engineering works than the Software entity is linked to in-house job, and when in-house job is workshop, an HW Device is linked to the job. 2. The entity SW License is renamed as Software and linked to Accounts with Many To Many relationships with HW device. (one Software can reside on many HW Devices, one HW Device can have many Software). 3. Remote job is integrated with Log Me In Rescue. Make sure you download the template for Log Me In invite Email. 4. Customers using web portal that do not have access to reports, allotments status or invoice can request to get their permissions updated by clicking a button on the web portal page. This action will change one or more of the three new fields added to the Web Portal entity. Refer to a workflow that triggers request to allow customers viewing a web... Read More »
QoS-IT version 4 was designed with friendly & intuitive user interface that works like users would expect it to work. The new design was applied to case>job allocation, onsite and in-house Job Cards and to each of the helpdesk and remote Job Control Panels (JCP). As part of providing customers with feature rich application yet easy and simple to use, we introduced Fast Track Billing that if selected in QoS-IT Settings, job(s) will be automatically billed if they have one or no Service Items in the SLA Contract Line of the Case. Impact & Severity – The new feature reads the Response Time and MTTS (Mean Time To Service) from a matrix that returns how fast we need to respond to an incident and how long should it take to resolve it, based on the incident’s severity and the number of users affected by it. Mobile – Jobs allocated for onsite work are scheduled and displayed on any device with web browser and internet connection. Technicians / engineers can report in real time on the work performed on site, which then updates the Service Calendar.Read More »
QoS-IT version 4 was designed with friendly & intuitive user interface that works like users would expect it to work. The new design was applied to case>job allocation, onsite and in-house Job Cards and to each of the helpdesk and remote Job Control Panels (JCP). As part of providing customers with feature rich application yet easy and simple to use, we introduced Fast Track Billing that if selected in QoS-IT Settings, job(s) will be automatically billed if they have one or no Service Items in the SLA Contract Line of the Case. Impact & Severity – The new feature reads the Response Time and MTTS (Mean Time To Service) from a matrix that returns how fast we need to respond to an incident and how long should it take to resolve it, based on the incident’s severity and the number of users affected by it. Mobile – Jobs allocated for onsite work are scheduled and displayed on any device with web browser and internet connection. Technicians / engineers can report in real time on the work performed on site, which then updates the Service Calendar.
All Jobs The buttons that display notes from Case or Account now display Case & Account's Email and attachments. Phone numbers in Phone task can be updated to CRM All Jobs Open HW Device from Job Card. In the HW Device open network monitoring software such as N-able, Kasey, LPI or GFI MAX All Jobs When job is closed the job's activities history is displayed Case Case Origin renamed from Email2Case-Fully Resolved to Email2Case-Known Contact Case Rename button to "Reopen Case / Reverse Invoice" that presents its dual functionality. Enhancement: do not create invoice if total invoice is equal zero Dashboard Improved dashboard. Can be called from browser>favourite. Integrated reports in dashboard. Email2Case Trim the field retrieved from Email and converted to case to 100 characters and copy long Email subject field to Issue Description of the Case Google Map Remove apostrophe from address before queering Google map Integration HW Device integration with Kaseya, N-able & GFI MAX Invoice None service invoices (CRM invoices) can be printed including fix to the original Microsoft CRM tax calculation in Invoice entity. Add template option for Invoice-CRM.XSLT. Remove last blank page of in printed invoice Invoice Display in invoice the price of service item sold as prepaid hours or at reduced price to customer. Onsite Job Replace HW device from pick list to Lookup. Reprint onsite Job Card after job card is closed for customer's signature on work performed onsite Response time Added 15 minutes to response time. Improve on how Case critical times are calculated SLA Contract Validation of Price field in Add Allotments function SLA Contract Add or Remove Monitored Devices from the total amount charged periodically for maintenance agreement-retainer fee. Update invoice to reflect negative charge (reduction in number of monitored devices) Case Display SLA Contract Lines in alphabetic order (in Case) Time sheet Plug-in to create time sheet record immediately after Appointment is reported and completed Web Portal Enhancements Publish more than one web site each with its own logo, company name and company details, display Sales Literature and Knowledgebase by web site specific subject. les literature according to Each web site has its own customizing file SLA Contract Print as document
Before importing any customization, firstly export your current CRM customization and then back up CRM serverCustomers Self-Service Portal Install web portal and portal administration files:Download web portalDownload web portal adminDo not install in the same website as Microsoft CRM For each of the portal web sites edit the web.config XML file in the area the values of: BusinessName - read from deployment manager / organization / unique name Username Password Domainname Update all URL to point to CRM ServerEmail Templates- Customer Satisfaction Survey – Email sent to customer with the survey URL address. You can modify the template but keep the [URL] intact.Read More »
Before importing any customization, firstly export your current CRM customization and then back up CRM server
Customers Self-Service Portal Install web portal and portal administration files:Download web portalDownload web portal adminDo not install in the same website as Microsoft CRM For each of the portal web sites edit the web.config XML file in the area the values of: BusinessName - read from deployment manager / organization / unique name Username Password Domainname Update all URL to point to CRM Server
Email Templates
- Customer Satisfaction Survey – Email sent to customer with the survey URL address. You can modify the template but keep the [URL] intact.
New features / Enhancements ** Release notes video. Click here1. Link between Cost entity and SLA Contract Line to allow Maintenance contracts to accumulate costs during the maintenance agreement period.2. Reported Time Type. New pick-list in QoS-IT Setting to associate the reported time with descriptive text list. At billing stage all reported times of same type are grouped and totalled.3. When Job allocated to one user is “taken over” by another user, a message shows the user name that owns the job and asks for confirmation to be assigned to the user that takes over the job. Service activity is updated accordingly4. Redesign Invoice & Case entities to “many to many” relationship. Add “Reverse Invoice” function5. In-house job can be linked to HW device even if the device is not of the customer6. Billing preview to allow delete & re-bill of Case. New Case status “ Ready for Sign Off”7. Timesheet on weekends defaults to type “Weekend” Read More »
New features / Enhancements ** Release notes video. Click here
1. Link between Cost entity and SLA Contract Line to allow Maintenance contracts to accumulate costs during the maintenance agreement period.
2. Reported Time Type. New pick-list in QoS-IT Setting to associate the reported time with descriptive text list. At billing stage all reported times of same type are grouped and totalled.
3. When Job allocated to one user is “taken over” by another user, a message shows the user name that owns the job and asks for confirmation to be assigned to the user that takes over the job. Service activity is updated accordingly
4. Redesign Invoice & Case entities to “many to many” relationship. Add “Reverse Invoice” function
5. In-house job can be linked to HW device even if the device is not of the customer
6. Billing preview to allow delete & re-bill of Case. New Case status “ Ready for Sign Off”
7. Timesheet on weekends defaults to type “Weekend”
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Call to Learn More: US & Canada: 1-877-209-7150 UK: +44-845-8697-514 Asia Pacific: +61-3-8330-7100