Announcing CCS Service Request 6.0!                     

We have released CCS Service Request 6.0, the new version of our industry-leading employee and customer service application. This release is a major upgrade. The entire code base was rewritten and enhanced using the latest Visual Studio platform. This enabled us to optimize the code, to add new features, and to support 64-bit Outlook 2010. The program runs more efficiently while also adding and enhancing the program's extensive collaboration features.

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With the new code base, CCS Service Request 6.0 continues the popular line of CCS HelpDesk and CCS Service Request platforms. This new version is focused on significantly extending the application's collaboration capabilities, adding functionality to support cross department request processes, and supporting Exchange and Outlook 2010, including 64-bit versions.

CCS Service Request 6.0 has some major new features.

·         Support for Outlook 2010 64-bit version

·         New Change Control functionality

·         Support for Favorites and Shared Mailboxes as well as Public Folders

·         New SLA Utility – Response Due and Due Date set by Category, Issue Type, Company, Department, Office Location, and Priority (previously was just set by Priority)

·         Detailed Time Tracking on each Ticket

·         Advanced Reporting to Excel included with purchase

·         Rules Manager (Automatic Ticket Escalation)

·         Recurring Tickets

·         Improved Exchange Server 2010 Functionality

o   Automated Export to SQL

o   Web pages run on separate server and use XML file with ticket settings

·         Improvements to Assets Module:

o   Integration with Lansweeper, a leading Asset Management tool (requires separate purchase of Lansweeper)

o   Assets work across Service Areas (two areas can share an Asset list)

o   File Attachments can be added to Assets

Minor Enhancements

Option to set a default Total Work amount on new Assigned Ticket

Utility to configure KB Article’s message to user

Ability to turn off Email Capture

Option to remove from subject of emails to users

Ability to add an attachment to the Auto-Reply on Ticket Submission message

“New Ticket” button in the Outlook Toolbar button can be set (by registry key) to open ticket in specific Service Area, not a generic new ticket

“Resolution” and “Cause” are in Quick Resolution when assigning/closing a new ticket

“Add/Send to User” for the New Log Entry on Assigned Tickets puts the user’s name in the Work Log (“Email sent to ”)

Templates can be added to the Assigned Tickets

For Parent/Child tickets, if the Parent is Closed (and moved to Completed Tickets), the Child can now find the Parent in that folder (previously it just searched the Assigned Tickets folder)

Works with Outlook 2010 on Terminal Server (due to looking up Public Folder dynamically)

Manager can be designated as the Approver of a Ticket, with Manager name for the user pulled from Active Directory

“Approver-related” fields passed to Assigned Ticket (Approval Status becomes Ticket Status, and other Approval fields are passed to Assigned Ticket. Reason for Denial goes into Resolution field. Drop-down for Reason for Denial).

More Features!

  • Service Request Templates - Create and load templates, 10 new templates available
  • Email Correspondence - Link email correspondence to tickets
  • Action Manager - Launch applications or URL from inside a ticket
  • Web Form Parser - Convert web forms (intranet and extranet) into tickets
  • Direct Link to Contacts - Link from the ticket to Contacts and Activities
  • Multi-Department ticket router - Route ticket to multiple departments
  • Global Service Area - top level service area for call center or service desk staff
  • Enhanced Service Area Manager - add and delete service areas easily
  • Mobile Notifications - Notification emails in mobile text format option
  • Automated Installation process - pick and choose service areas, configure client install

 

Overview of Version 6.0    

 

CCS HelpDesk and CCS Service Request merge into single application

CCS Service Request was a natural progression of the Outlook Help Desk and CCS HelpDesk applications. Over the years, we saw many of our customers expand use of the IT Help Desk application beyond IT to support additional departments such as HR, Facilities and more. Often we customized the application to support the additional department and it required multiple instances of the Help Desk. CCS Service Request is an application that is more flexible and allows easy addition of new service departments while allowing the employee to submit tickets from a central point.

Both CCS Service Request and CCS Help Desk were built on the same code base, with CCS Help Desk actually being an implementation with a single service area. In version 6.0 we decided to offer a single application. All the features of the previous versions of CCS HelpDesk are present along with the new 6.0 features. Upgrading to CCS Service Request 6.0 will allow you to add new service areas (departments) without reinstalling the application, only a license key is required.

Service Request Templates- Service Area Manager Utility

Now you can easily create, export and import templates with the Service Area Manager. This utility allows you to easily add new service areas, export templates and import pre-defined templates. These templates come pre-setup with categories, types and templates already defined. New folder groups are automatically created in your public folders. From these you can quickly customize the settings to launch a new service area (department) service desk. Crow Canyon offers many new Service Request Templates including:

  • IT Help Desk
  • HR Service Desk
  • Facilities and Work Order Desk
  • Admin Desk including copy services, mail room, events and security
  • Building Maintenance
  • Public Works
  • Parks and Recreation
  • Code Enforcement
  • Customer Service (product support)
  • Client Service (banking)
  • and more coming!

Email Correspondance - link emails to tickets

Previously when a tech or staff person needed to ask additional questions or gather more information, they were able to launch an email from the Assigned Ticket form, but the email and the replies (email thread) went to the assigned staff's personal email box. This meant the staff person would have to manually update the activity log to capture the information exchanged.

With version 6.0, an email folder is added to the Service Request folders and is used to capture all emails related to tickets. From any ticket your staff can generate an email to the requester, and the program will capture any replies specific to that ticket. The email history of a ticket is easily viewed from within the ticket.

Web Form Parser - populates tickets from external web forms

Want to capture tickets from external web forms on your website or intranet, but your requesters are external to your organization?  Or you don't want to run the CCS Service Request web forms?  Now you can setup a simple web page form on your external website or Intranet and have the information captured parsed into a ticket.  This powerful new feature  provide additional options for those customers supporting external customers or end-users on the road without Exchange sign-on access.

Direct Links to Outlook Contacts and Activities Tab

From the contact field within the ticket, link directly to the Outlook Contact record and access the activities tab to see all email, tasks, appointments, messages notes or documents.  This is a key feature to assist in customer and client service applications of the product and allow customer views of all activities.

Launch external applications or websites from ticket with Action button

You are in the Assigned Ticket form and you need to execute an IT tool, or invoke your HR application or link out to your favorite forum. Wouldn't it be nice to just hit a button? Action Links allow you to link out to external forums, external KB, back-office applications, IT tools, Google Groups, launch Google search or MSFT search, etc. An Actions Manager utility is used to setup the links and connection or what program to open. Each Action in the list has the Name to show in drop list, what URL to link to, and any parameters to add from fields on the ticket.

Multi-Department Ticket Routing (example "new hire")

Create global categories that allow creation of requests to go across multiple departments such as new hires or events. Define a global category that spawns tickets across multiple departments. An example would be a New Hire request that creates a ticket in IT (to setup a new system), HR (to setup payroll and benefits), Facilities (to setup an office).  These tickets are linked to a global ticket, from which all of sub-tickets can be viewed through the linked ticket tab.

Global Service Area

The optional Global Service Area feature supports those organizations such as call centers who have a group that can close tickets immediately or need to route them to a supporting department for assignment.  This allows for a central dispatch model rather than a purely distributed department model. 


Improved Upgrade and Installation

Installation of Service Areas (CCS Service Request) is totally utility driven, and includes the ability to easily import and export Service Area Templates. The upgrade process is much easier with in-place upgrades for minor version, eliminating the need to install the new version.

Other Improved Features:

  • Knowledge base article ratings - allow users to rate effectiveness of articles
  • Track number of resources assigned to tickets within a Project
  • User-defined form fields can now be drop down choice or text entry
  • Work Log can now be filtered by technician view
  • Event Sink (email converter) Manager provides for easier setup and editing

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