PF HelpDesk – latest revision history and current file versions

Latest revision history

• bug fix, automatic conversion, closed ticket re-opening when caller replies to it.
• Added ticket date created variable for inserting to e-mail templates [DATECREATED]
• Enable the ability to view work descriptions when previewing closed ticket in 'Search Closed tickets' dialog form.
• when user customize the subject of the 'E-mail confirmation to caller when ticket is created' template, PF HelpDesk checks if TicketID variable [TICKETID] is inserted. If not, PF HelpDesk automatically appends the subject with {[TICKETID]}.
• Updated language phrases
• Updated statistics tool, OLAP Reporting Tool for Excel
• Client tool installer now includes the Windows common controls 6.0 (mscomctl.ocx)

• When a ticket is closed, a notification e-mail is sent to the caller automatically confirming the resolution of the ticket.
• Confirmation e-mails informing callers about a new ticket allotment are sent also on manually created ticket (the one using the double-headed button).
• All e-mail templates are now consolidated under a single tab in the PF HelpDesk settings.
• When clicking the button to manually convert an e-mail to a ticket (the double-headed button), the selected email without the ticked ID (that is, without the curly bracket ID {1}) in the subject, can be either created as a new ticket, or can be added to an existing ticket. For this feature, a dialog box is displayed when clicking this button, presenting the user two options: a) create a new ticket b) add it to an existing ticket.
• When a caller replies to a ticket e-mail which is already closed, PF HelpDesk will automatically re-open the closed ticket.
• There are now two ways of saving associated e-mails to a ticket:
  1) Through subfolders
  2) Through the ticket body field.
  Either one of these or both these features can be enabled.
  For saving e-mails to the ticket body, the e-mails are ordered in chronological form. Redundant forward chunks of the e-mails are removed through an intelligent algorithm and only the required and latest replies are added to the body portion along with the HTML formatting, with a header portion that includes when the e-mail was received, from whom etc. Attachments from each e-mail are attached to the ticket itself and each attachment name is embedded to the relevant part of the e-mail.  
• Possibility to search closed tickets by more fields such as a range of dates, caller name, problem or email address.
• Possibility to print multiple selected tickets by date range (due date or created date) or category and to print each with all of its history (in descending chronological order). Additionally, it supports exporting to TEXT and HTML files.
• New FAQ feature, whereby the helpdesk admin can define answers to FAQ related to their problem areas. These answers can then be used when replying to caller with recurring issues in a single click from the ticket form. Supports HTML formatting, and a WYSIWYG editor is integrated in the admin tool to compose new answers.
• A dedicated helpdesk signature HTML template is available for inserting into e-mail templates using the constant [SIGNATURE].
• Support for saving user-defined fields (introduced by users in the ticket form) dynamically to the database.
• Default minutes can be specified so that when a ticket is closed with no work item description, (eg. empty minutes), PF HelpDesk automatically assigns default minutes to the work done portion of that ticket and closes the ticket.
• Tickets can be forwarded to a third person. A new button is available in the ticket form.
• Option for setting/resetting the addition of non-existent values (typed in the users instead of selecting one from the drop down list) to the database.
• 'Open Ticket' now works on source e-mails from which tickets were created, that is, it will open the relevant ticket that was created from that e-mail directly. (The source e-mails should have the PF HelpDesk ticket created tag and ticket ID in the flag field.)
• All low-risk errors such as unavailability of SQL server or network error, or read-only permission etc. are handled with friendlier messages that are self explanatory by nature.
  
• A new delete button is available in the vertical toolbar on the PF Helpdesk homepage. When a user remove a ticket with this button, the corresponding ticket in the database is also removed. (Removing Outlook items using the inbuilt Outlook remove button will not remove corresponding tickets from the database.)
• A new [DUEDATE] tag is added for inserting into e-mail templates.
• User defined fields in the ticket form can be optional selected to be saved to the database (tblTickets table) on the fly. For each selected custom field, PF Helpdesk adds a new field in the tblTicket table, in the format 'CustomUserField'. For example, if a user had introduced 'CallerAge' in the form, PF Helpdesk will create a new table field with the name 'CustomCallerAge' with string as datatype.

See revision history for version 9

See also

• We want to adapt to and take advantage of changes in the Microsoft software we build on.



• When we receive reports about bugs we fix them as soon as possible.



• Of course we also try to add new features that our customers ask for.