FEATURES RELEASED IN c.SUPPORT VERSION 2008 FOR IBM

c.Support 2008 is compatible with IBM Lotus/Domino R6-R8. In addition to continued enhancement of code quality, the latest release of c.Support contains the following features.

You can now create topics for FAQs. This allows FAQs to be sorted when displayed.

To create a FAQ topic, click the FAQ Topics link in the Classification section of the Configuration navigator. Click New | Topic and enter the topic in the Topic screen.

Associate the topic with a FAQ in the FAQ entry screen.

If using the web client or Notes client versions 7.02 - 8.0, you can now view saved charts in frames on the c.Support Portal.

You can now create different labels for the Open and Closed incident statuses. To define a custom status, click the Add link on the Custom Status tab in the Incident Management Configuration screen.

Four check box fields and two more keyword fields have been added for setting up custom fields for incidents.

The check box fields appear as shown in the example below.

Support representatives designated as knowledge approvers will now receive a notification when there are knowledge entries pending approval. The notification will include links to the pending knowledge entries, and it will be sent based on the schedule of the Knowledge Authoring and Approval agent.

When a part is selected in the Customer Charges dialog in the Incident screen and a quantity is entered in the Parts Tracking section, the count will now be updated in the Parts database based on the schedule of the new UpdatePartsCount agent in the Incident Management database. This enables you to monitor out-of-stock counts using the Parts\By Count view.

CC and BCC fields have been added for viewing sent correspondence. The full list of Send To and CC recipients will appear; those in the BCC field will only see their own name in that field.

• The Customer Work History field is now appearing in its entirety on the End User Desktop Incident screen.
• When sending an email from a ticket via the web client, the option to search for others to notify or other recipients now appears in the initial dialog that appears when the email is generated. When an email is sent to a recipient other than the customer, assignee or author, the recipient is now recorded in the Work History field on the ticket.
• Multiple SLA warning notifications are now sent for custom SLAs.
• The word "test" has been removed from the Incident Closure custom notifications.
• A "Form Processed" message no longer appears when closing related incidents via the web client.
• Support representatives are now receiving notifications after applying templates to incidents and saving. This issue occurred when c.Support agents are running on a server separate from the server on which c.Support databases are located.
• The customer window now closes correctly when using the Incident Wizard via the web client.
• On c.Support 2006 R3, acknowledgement notifications are no longer sent after ticket closure when the Acknowledgement button has not been used.
• Notifications are no longer sent for custom SLAs configured with the initial ticket save and closure fields left blank.
• Notifications are now sent when an incident is reopened via the web client and more than one Reopen notification recipient is specified in configuration.
• An error no longer appears when the Find an Expert link is clicked from the Web client End User Desktop using a Sametime 7.5.1 server.