New Features for Netsupport ServiceDesk v3.0

Naming and Terminology

To align more clearly with ITIL terminology, Tickets or Trouble Tickets are renamed Incidents.

There is now a clear distinction between Incidents, Problems and Change Requests.

Change Management ...read more

Change Requests can now be created and managed by Helpdesk. Existing Incidents or Problems can be linked to a Change Request.
Change Requests can use existing Categories and Statuses or you can define ones that specifically apply.
Change Request Categories can have a Change Advisory Board (CAB) defined and rules can be associated to the CAB to define when a Change Request has been authorised.
Unauthorised Change Requests cannot be updated by users other than those on the CAB.
Change Requests are listed in a separate but similar list to Incidents, you are able to search and define custom searches for them.

Problem Management ...read more

Problems can be created and managed by ServiceDesk. Existing Incidents or Change Requests can be linked to a Problem.
Problems can use existing Categories and Statuses, or you can define ones that specifically apply to them.
Unlike Incidents and Change Requests, Problems do not have an associated contact.
Problems are listed in a separate but similar list to Incidents, you are able to search and define custom searches for them.

Work Flow

Status Change Rules
When defining a Status you can specify which item types, Incident, Problem or Change Request, that status applies to. You can also assign other Status types that are applicable to that category.

Workflow Rules
Workflow rules can be defined for Incidents, Problems and Change Requests. Each rule can have a number of conditions and actions.

The conditions included can be of any value and can change to any other value when an item is either updated, created or when it has been in a state for a particular length of working time.

Multiple actions can be defined for a rule and they can be one of the following:

Change the value on Incidents, Problems or Change Requests.
Create a Incident Problem or Change Request with specific values.
Reassign the item.
Increase the Priority of the item.

Stop the Clock

As an accurate gauge of how much physical time was spent dealing with an Incident, Problem or Change, when defining Statuses you can indicate if items with that status should accumulate working time.

Security

Categories
When creating Categories, it is now possible to pre-define which of your service desk operators are specialised to deal with that type of Incident, Problem or Change.

Users
It is now possible to assign service desk operators to specific Companies and Departments in the user hierarchy.

Permission Templates
Permission templates can be created and then used to apply permissions to users.

Due date
You can now define which users can see the due date of an item.

Linking Items

Problems, Incidents and Change Requests can be linked. When accessing a master item you can select to update all of the linked items.

Custom Data for Companies, Departments and Users

Custom Data fields can be associated to an Incident, Problem or Change Request and a Company, Department or User.

User Interface

Toolbar
The Menu has been replaced by an enhanced ribbon style toolbar to give easier access to items.

Recently accessed items
The most recently accessed items are displayed on the right of the page allowing quick and easy access to frequently used pages.

Dialogs
Pop-up windows have been replaced by dialogs which provide a much faster load time.



	Enhanced Features for NetSupport ServiceDesk v3.0
	Reports Enhanced Management Reporting An additional 52 reports have been added, providing a total of 82 standard reports. Dashboard The Dashboard can now display pie graphs and bar graphs or a table of data. Auditing The Audit Trail has been updated to show all changes to standard or custom defined fields and shows the old and new values. Lists Incident, Problem and Change Request lists You can now predefine the sort order of the Problem, Incident and Change Request lists. A secondary sort level can also be applied, for example; ordered by Priority then Status within that Priority. Separate fields and refresh times can be defined for Incident, Problem and Change Request lists. Other lists All lists in NetSupport ServiceDesk can now be sorted by clicking on the list header including lists of emails, status codes etc. Adding Additional Information Email Attachments When adding an Email you have the option to attach any files that have been associated to the Incident, Problem or Change Request. Default type of Additional Information NetSupport ServiceDesk remembers what you do most often, if you mostly send emails then the 'Additional Information' will default to email.		Mail Center Notification of waiting mail The toolbar now shows the number of emails waiting in the mail center.. Sorting A list of Emails can now be sorted by clicking on the list header. Attachments When viewing an email in the mail center you can view and download the attachments to the email. Embedded images When viewing emails in the mail center they will correctly display any embedded images. If you then add the email to an item the embedded images will be attached in the associated files, the embedded images will then be displayed in the email when viewed from the item. Custom Data fields Dropdown lists can have a blank value defined as their default and then set as mandatory, this enables you to define a dropdown list without a default which must be completed. Notifications Notifications have now become part of the workflow. This enables you to define a notification to be sent when specific values have been changed or created.