Thank you all so much for taking time out of your busy schedules to attend our recent webinar! We hope you found it informative.
Here are the combined Q&A sessions from the two webinars. Many great questions were submitted on both days so we figured everyone would benefit from seeing them all.
Q: Will this webinar be available to download?
A: An archive is available for playback at your convenience. (https://www1.gotomeeting.com/register/921060394)
Q: Will this release allow you to import custom assets fields?
A: Yes, the asset import was enhanced to allow custom fields to be mapped in and populated from an import.
Q: Will the subject line auto populate the short description field of an email?
A: Yes.
Q: Will the custom fields flow down through child tickets in an hierarchy ticket?
A: Yes
Q: When will the mobile feature be available for end users?
A: This will be considered for future development. Thank you for the feature request.
Q: When synching groups do the Groups have to match exactly in AD and c.Support?
A: If a group that is in AD is already defined within c.Support they would have to exactly match in order for AD to take over management of the group record. If an AD group hasn't already been created within c.Support it will be created upon the first run of the AD sync and then only updated when changes occur within AD.
Q: On purchasing can end-users add items "on the fly"? Type in various items?
A: User can not add items in on the fly by typing in items descriptions. They have to pick from the list of defined products. A generic product could be added to the list and the free text comments field could be used to allow the user to details other items they hope to order though.
Q: What about the time of change in change management?
A: The change dates are still just dates, but enhancements to include time and technician scheduling have been documented and are being considered for a future release.
Q: We have a remote site - in Pune, India and they often complain of slow performance. Is there anything we can do to distribute the architecture or improve response?
A: Nothing new in the architecture that would allow the software to be distributed in a different manner.
Q: Talk about the "Your Label here"
A: The "Your label here" tab displayed in the demonstration set is the tab that would display custom fields. The label of the tab can be configured to the c.Support Administrator's preference.
Q: Reporting on Surveys doesn't easily associate the Incident No. and response in a usable format.
A: A data model for surveys was added to version 7.5 so if you need a survey report that isn't currently shipped standard you will be able to create custom survey reports in the new release. This should address your concern.
Q: Is there any way to copy a asset I know you can create a new one or delete one but can you copy one?
A: Not an available feature in 7.5, but you might want to look into the multiple asset creation wizard if you are needing to create new asset records from a standard template.
Q: Has there been any improvements in searching capabilities since ver. 6.5?
A: I would like more details about the improvements you'd like to see as I don't believe we have any enhancement requests documented in this area. There have been any changes to the search engine, but with the expansion of views there are more search options in the newer releases.
Q: Does this version allow you to insert a user defined field into a correspondence template?
A: The ability to include form specific custom fields in a correspondence template has been in the solution for several releases, but category and asset type specific custom fields can not be inserted.
Q: On the EUD, does this version allow users to view all incidents for all users or do they still need to know the incident originator's name?
A: The EUD ticket views have been improved. There are now additional options that allow tickets from multiple users to be viewed in a single list.
Q: How does workflow work in the new purchasing system? How many tiers of approval?
A: The approval engine that was already available in version 7.0 for incident and change can be used for purchasing as well. Approval cycles can include any number of approvers who can be notified concurrently or in a serial fashion.
Q: Can I view this webinar on my own is it recorded?
A: You should receive an email within a day or two with a link to the archive. If not, we post those links on the "Events" page of our website under the "About GWI" section. Or click on the link provided in the first Answer on this thread (above).
Q: Can a form built in Outlook be implemented in c.Support for a new hire process? If not, what's the best way to translate that form so that it can be accessible to the HR group to submit from the EUD?
A: Not exactly clear on what you're after hear. It isn't possible to transfer data from an outlook form into specific fields within a c.Support ticket. The information should be able to be processed in as an attached file though if it's brought in using the email processing feature.
Q: are you able to get the GWI purchase order feature to work with iSource?
A: This is not a included feature.
Q: Are we able to change field names in the incident creation screen? For example, we are using the Customer ID field to store Student ID information.
A: The standard fields can not be relabeled via configuration.
Q: Are we able to change what information from a ticket gets printed out?
A: The printing option for the incident ticket did get enhanced to allow for the selection of ticket fields and tabs for printing. In previous editions the print out included everything.
Q: Will we now have an option to choose the ticket numbering scheme (eg. 102308001) (mmddyynnn)
A: Not Available in v7.5 although this is high of our list of future enhancements.
Q: I already have the What's New document from my rep. When will the updated user and admin manuals be a available? Are we able to get a copy of the screens that will be changing so we can start to plan accordingly?
A: Please send an email to your account manager or to sales@gwi.com for follow up on this. Manuals usually aren't available until the product get releases.
Q: Are custom fields searchable?
A: Searching any record type based on any field requires a view that contains the field(s) you want to form your search around. For example, if you wanted to search incident tickets based on your custom fields you'd have to open the All Incidents - Incidents with Custom Fields by Date view. Searches passed to other views that do not display the custom field data would not consider the data in those fields.
Q: Any plans to allow screen captures to be stored within the problem incident rather than stored in external files linked to the incident?
A: We have received this as an enhancement request previously and hope to be able to offer it within a future release.
Thanks again to everyone that attended the webinar.
Eric & Darren