21 September 2010

Merge Support Tickets with HelpDesk OSP

HelpDesk OSP for Outlook and SharePoint/Office Live, an incident management product from Business Solutions

If you have many support tickets, you might want to merge some of them into one ticket with more content. This is now possible with HelpDesk OSP.

kalmstrom. com is today happy to announce the release of an updated HelpDesk OSP with a new feature, “Merge Tickets”. This feature is very convenient if you wish to create tickets with content from several ones, for example by merging all tickets from a certain client into one "Parent ticket".

In the Configuration dialog, which opens from Outlook, we have added a button to open the Merge Tickets dialog. Here you may select what tickets and fields should be merged, what to do with the "Child Tickets" and if attachments should be included. Please read more in the updated manual.

We will continue developing this feature with a filter possibility and an option to have the Merge Tickets button directly in the Outlook toolbar, but those enhancements will come in a later release. Members, welcome to upgrade you installations and try the new Merge feature! I am sure you - like us - will send a grateful thought to the sponsor SuniTAFE, Australia, who helped us realize this improvement of HelpDesk OSP.

13 September 2010

Development of Public Folder HelpDesk

Public Folder HelpDesk for Outlook from Business Solutions may also be installed in a shared mailbox
Today came another minor update of one of our products. This time our incident management application PF HelpDesk had some bugs fixed. The bugs did not affect all users, so if PF HelpDesk works well for you there is no need to upgrade this time. Please refer to the PF HelpDesk Revisions page for more info.

This time we have not added a new feature or enhancement, but we have published our development plans on the website so that Community Members may follow them. As version 11 of PF HelpDesk is stable and well functioning we have no big changes in mind at the moment, but we have a list of improvements that will make PF HelpDesk even easier to work with for the users. Welcome to contact us with your own suggestions!

08 September 2010

Update of TimeCard for Office 2010 Users

TimeCard for Outlook - time reporting from inside the Outlook Calendar for single users and workgroups
Today has released a minor update of TimeCard, both the Workgroup and the Single versions. Minor, but still important if you use Office 2010. An evaluator reported a problem that had slipped through our testing: the metadata values in the dropdowns did not refresh if you first selected a marked appointment and then a blank appointment. We do our outmost to test all scenarios before we release a new version of a product, but it is virtually impossible to test all contexts. Therefore we are very grateful for bug reports, and we fix the problem as soon as possible.

If you evaluate a product and get problems, please contact us instead of giving up! In many cases the answer is in the documentation, but it might be difficult to take in all information in the beginning. And sometimes you have found a bug, and your report will not only help you but also other users.

We recommend Members who use Office 2010 to upgrade their installations. The rest of you should not have this problem, so there is no need for an upgrade this time.