v.2.13 - Help Desk (Queue, Solutions, Comments, Email)
All the features described below appeared in TargetProcess v.2.13 (February-19)
Issues Queue
Problems: It is hard to keep track all incoming issues and issues in progress. For example, customer may add a comment, but we did not see it and reply later than desired.
Solution: Implement Issues Queue that will contain all requests that demands reaction from our side.
Issues Queue shows not processed requests based on the following filters:
- Issues and Questions are shown (Ideas filtered out).
- No comment for issue or customer's comment last.
- TargetProcess user comment last and comment date > 2 days.
- Issue is not in final state.
Solutions
Problem: We receive quite many typical questions and issues. There is no way to answer with several clicks, it is required to find relevant issue, copy comment and add new comment to the new issue. This takes too much time.
Solution: Provide a possibility to create list of ready solutions and attach them to issues and questions with 2-3 clicks.
Improved Comments Lists
Problem: It is hard to read comments thread, especially if there are many comments with complex HTML formatting.
Solution: Re-design comments list to make it more readable, minimize HTML usage in comments.
Improved Email Integration
Problem: When customer replied to support email, it adds as a comment to Issue in Help Desk. However it preserves all previous replies and comments thread becomes very hard to read. Attachments in comments are missed.
Solution: Cut previous replies from an email and save only really new content. Fix attachments.
Other Improvements
- #13265 Installer: Database update errors are not shown.
- #13043 Installer: Detect whether .Net Framework 2.0 SP1 is installed.
- #13323 Next/Prev works incorrect from Main Dashboard (Missing Project ID).
- #10502 Test Plan Run: "Can't set value in drop down" exception.
- #13197 Audit History: Internet Explorer 7 gets frozen.
- #13205 Date filter don't work in Custom Reports.
- #13468 Incorrect formating of <p> tag on view page.
- #13557 Burndown Chart: Invalid axis labels.
- #13274 Description text areas replaced with WYSIWYG editor in Program, Project, Release, Iteration, Impediment add/edit pages.
- #12911 Perforce integration fixed.
- #12918 Bugzilla: logging activity on Bugzilla side added.
- #13029 Extra spaces in comment formatting.
- #13081 FCK Editor: spell checker can't find dictionary.
- #13219 Corporate logo issue with transparent PNG.
- #7874 Support dual authentication mode.
Known Issues
- TargetProcess does not work on VMWare on 64-bit Windows platform.
- Upgrade to v.2.13 will fail in the following case: suppose, you have installed TargetProcess with Russian culture. You add entities and start using the product. Then you decide to change culture to English. In this case audit history conversion will fail (it will skip entities with incorrect date format). As a result, some audit history information will be lost.