FEATURES RELEASED IN c.SUPPORT VERSION 7.0 FOR WINDOWS

In addition to continued enhancement of code quality, the latest release of c.Support for Windows contains the following enhanced features:

c.Support v7.0 has a single code stream with two editions. Existing customers with an active maintenance agreement can upgrade to c.Support 7.0 Service Desk Edition, which includes all of the new features discussed in this document. The c.Support 7.0 Incident Management Edition includes everything except the new Problem and Change functionality.

Comprehensive Problem Management functionality has been added for tracking the root cause of incidents and publishing workarounds and known errors to support representatives and customers. You can create a Problem record from the Incident screen, c.Support Desktop, and End User Desktop.

• Impact/urgency mapping to priority
• Associated assets, incidents, and changes
• Routing
• Alerts in Incident screen if open Problem exists with same categorization
• A problem is designated as a known error when a workaround or resolution is entered; known errors can be published on the c.Support Desktop and End User Desktop
• Fully configurable notifications for Problem events
• Permission functionality for controlling Problem-related activities
• Numerous problem views; custom reports can be created using c.Support's SQL reporting feature
• Closure of associated incidents when the status is changed to Closed

Comprehensive Change Management functionality has been added for tracking alterations to service and physical assets and ensuring that standard methods and procedures are used to handle changes. You can create a Change record from the Incident screen, Problem screen, c.Support Desktop, and End User Desktop. Change functionality includes:

• Impact/urgency mapping to priority
• Associated assets, incidents, and problems; you can configure automatic closure of related incidents and problems
• Customizable status and change types
• Approval cycles
• Routing, escalation
• Templates – can be defined in hierarchies
• Fully configurable notifications for Change events
• Permission functionality for controlling Change-related activities
• Numerous change views; custom reports can be created using c.Support's SQL reporting feature

The category interface has been redesigned; you can click and drag a category to a new location. A summary of options configured for a selected category appears on the right side of the screen.



The redesigned category tree interface is also included on the Problem and Change screens.

A Group Access tab has been added to the Headline, FAQ, and Category screens for restricting access to specified support representative and customer groups. Restricted access to categories will affect display of knowledge entries to those groups.

c.Support v7.0 contains these features and many more. For a full "What's New in v7.0" pdf contact a GWI Software Sales Team member today by calling 1-888-494-7638 or by email at sales@gwi.com.