Thank you all so much for taking time out of your busy schedules to attend our webinars this week! We hope you found them informative and are excited about the new features coming out in iSupport 9.0. As promised, here are the Q&A sessions from the events. Sorry it took so long to get them posted, we obviously had quite a number of them. A few, more technical questions are still being followed up on and will hopefully be posted later.
Q: 1. Can an incident be turned into a Change without creating a new ticket 2. if a person has multiple email addresses, can they be merged into one user? 3. Do you have the ability to include a standard answer from a pick list?
A: 1. A change can be created from an incident, but the incident will not be automatically deleted. Rather the incident gets associated with the new change request. The incident could then either be deleted or closed. There is even change management configuration option that you could use to make the associated incident auto-close when the change closes if this behavior is desired. 2. Customer records can't be merged at this time, but we will let our development team know about your interest in this so they can cosidering adding this function to a future revision. 3. There is not a pick-list where standard answers can be obtained, but two functions you might want to look into for similar capabilities would be incident templates and knowledge base entries.
Q: Can I restrict the menu a User sees based on the group they are in? For example, only a division manager could request a purchase, etc.?
A: Group access permissions can be used to restrict end user desktop links for most items, but right now the purchase request/order links aren't link to group access permissions. To restrict who can use purchase request/order links multiple end user desktops would have to be used.
Q: Are you supporting iSupport in an virtual environment?
A: Information regarding this is available within the system requirements section of the install guide for current c.Support versions and it will also be available in the install guide for iSupport when it is available. Basically, we will be able to support iSupport in a virtual environment, but we won't be able to make any guarantees with respect to c.Support’s performance or scalability in a virtualized environment.
Q: Have you enhanced the Purchasing module?
A: There will be a few enhancement to the puchasing module included within iSupport version 9. These will be detailed in the what's new PDF, but if you find that we haven't made the specific enhancements you're looking for please let us know so we can pass your requests on to our development team.
Q: Any enhancement to the EUD?
A: A couple of UI enhancements and the service request and service contract features can be used from your EUDs in iSupport version 9.
Q: Can Custom Fields go against a user-defined table as opposed to having to copy and paste a list of comma separated items for a Single Selection Drop Down?
A: Not at this time. Can consider for a future revision though.
Q: In Version 8 a view that was in previous releases such as "Open Incidents By Assignees and Days Open" was not available. Has this been solved in Version 9?
A: The data models used to create views will be extended in new version based upon customer feedback such as yours. If you find after upgrading we missed any fields that you need please let us know.
Q: Has an alternative ticket numbering field been implemented as we were previously advised? The current ticket number is long, non-sensical and cannot be easily communicated to and from end-users when referring to a ticket .
A: Yes, a custom number feature for work items will be included in iSupport version 9.
Q: can you go directly from 7.5 to iSupport 9?
A: No, you would first need to upgrade to version 8.0.1 and then you could go to version 9. You would be able to skip all of the 7.x version about 7.5 though.
Q: when working with the email notifications, you still do not start out with the standard default text? I know you can see the text in the manual but would be nice to have it appear and modify only what is needed. Thanks, Stan
A: Makes sense, we can submit to our development team a request to start custom notifications with the standard notification so if you just want to make small edits you'd be able to do so easily.
Q: Can you upgrade from version 7, 7.5, 7.6 to verion 9?
A: Major releases can't be skipped, but each major release install can upgrade any dot revision from the previous generation. So you could upgrade any 7.x install to version 8 using the version 8 installer and then run the version 9 installer when it's available to get current. If someone was on a version 6.x release they'd have to run the version 7, 8, and 9 installers.
Q: Have the FAQs been "fixed"?
A: All reported bugs will be addressed in the new release.
Q: Do approvers need to be Support Representatives?
A: No, approvers can be support representatives or customers.
Q: Has the EUD been changed?
A: A couple of UI enhancements and the service request and service contract features can be used from your EUDs in iSupport version 9.
Q: How does Service Catalog relate to Incident Categorization?
A: Not at all. Service catalog is not connected to incident management at all.
Q: Do you have a Best Practices guide for configuring Categories and Service Catalog and how they relate to incident and changes processes.
A: We don't currently offer any sort of best practices guide, but we do have several training courses that are reasonably priced and deliver a comprehensive understanding on the topics offered. We will have a Service Catalog course once iSupport 9.0 is released.
Q: How to create shared views (i.e. copy from my views to shared views)?
A: There is a single selection pick list field in a view definition that is used to mark a custom view private or shared. If you are the author of a custom view it will always appear in the my views folder even if you mark it shared. Other users you share the view with will see it in the shared views folder though.
Q: Is there a significant change to the API?
A: No although there will be some enhancements.
Q: is training free?
A: The monthly webinars we do are free, as are demonstrations from our Engineers, but the Training Courses are more more intensive and are a paid arrangement.
Q: Where is Request fulfillment (request is not incident and shouldn't be in the incident portion
A: Service request management interacts with change management so it isn't connected to incidents.
Q: Regarding email notification on incident events: can an automatic notification email be customized to send depending on the category or assignee in 9?
A: No, the content of a message can't be modified based upon an associated category or assignee, but are considering this enhancement for a future revision after version 9.
Q: will emailed attachments be saved as attachments or are they still 'stuck' in the work history of the incident?
A: Attachments that are emailed in are kept with the email that originates the ticket. To view them you will need to drill into the originating email.
Q: will you please add an iPhone app for GWI C.Support? Thanks
A: I know it is under consideration in Development.
Q: Can you please have incident activity present as an RSS feed stream so that I can check activity with an RSS reader
A: I will pass that as a feature request to Development.
Q: So how will we see Meters without Silverlight?
A: Basic charting options are still present for certain views for users who cannot leverage the Silverlight component.
Q: An example was used: HR fills out a template form for new hire and has various fields. Can a field be created that would accept text/typed comments?
A: Yes, we have both a Text Field, 250 characters, and a text Area, which will accept a paragraph.
Q: Are attachments which come in with the ticket now seperatly listed on the attachment tabs?
A: Attachments are listed on a separate tab within the record they are related to. If the question is about attachments on an email that come in that generates the ticket, no, those attachments remain with the email and do not get added to the ticket directly. You would have to drill into the email.
Q: Can iSupport run on a Virtual Server?
A: Yes it will, but we don't officially support that because the virtualization is underneath the application and not directly related to the application.
Q: Do support reps have access to update costs within service requests or does an administrator have to make those types of updates?
A: No. Administrator access would be required for this type of change.
Q: Does iSupport / cSupport 9.0 now support multi shift helpdesk hours for handling incident SLA escalations?
A: multi shift helpdesk hours can be accounted for by using muiltiple SLA actions.
Q: If an email comes in one email address can it implement one service template and if comes in another it implements a different one
A: Yes. The condition of the "to" address that the email came through is a condition you can base the rule upon.
Q: for the service request does a person have to sign into GWI or could they go to a webpage and fill it out and have it submitt it in for approval and completion by the Helpdesk.
A: Depends on how the system is set up. You can allow anonymous access on the end user desktop, but those users would only be able to see service request catalogs and items available to unauthenticated users. There are a lot of options on how to set this up for both authenticated and anonymous users.
Q: Can you upgrade right from 7.0 to 9 or do you have to upgrade to 8 and then 9
A: You cannot upgrade directly from 7.0 to 9.0. You will need to go to 8.0 first.
Q: If incidents are associated with a problem or change record, will categorization of the problem/change record be pushed down to all the associated incidents (or do they still have to be categorized manually, one by one)?
A: Newly created associated records will pull the categories from the existing source; associating an existing record retains its original category.
Q: Will you provide Reporting Services model(s) to support custom reporting? (Or some assitance interpreting the data model of the databases?)
A: Unsure of the question - iSupport will continue to have models for reporting as well as training on reporting.
Q: Can the EUD filter ticket VIEWING using the same categories used for ticket CREATION? (Users complain that they enter a ticket in a particular EUD, but see ALL tickets when they go to view them...)
A: Category based permissions will apply to both submission and viewing of tickets.
Q: Is Google Chrome Browser supported?
A: Yes, along with IE, Firefox, and Safari.
Q: is there now a timeout for a mobile user that forgets to sign out?
A: If a Mobile Desktop interface is left open, it will eventually "log-out" when the IIS web site refreshes. This may take some time depending on how the IIS site is configured.
Q: Is 'Time Open' column already in cSupport version 8 or is it new in this version 9?
A: Yes, it is currently in 8.0. It actually in Time Elapsed or Elapsed Time, and I've just changed the column heading to "Time Open" for my demonstration.
Q: Hi, is this only a working name of new version or have you re-branded cSupport?
A: This is a rebranding of c.Support. It is the same application, but it will now be known as iSupport.
Q: Is there IE6 support in v9.0?
A: IE 6, which was released in 2001 is a legacy product and is not offically supported in iSupport 9.0
Q: Are additinal licenses required to let users enter Service Requests?
A: Correct, a End User license will be required to access the EUD for a Service request.
Q: Is it possible to select more than one type of service request, per customer in the same transaction/incident?
A: You can only select one "root" service at a time, but there can be multiple service paths/service request types listed under that root service. It really depends on how you build the service request catalogs.
Q: Is there any integration with Colleague by Datatel?
A: iSupport doesn't have any integration hooks to any "specific" applications, but does allow for hooks to any contact and asset management systems that are Microsoft SQL back-ended.
Q: Will the custom views we setup in 8.0 transfer with the upgrade to iSupport 9.0?
A: Yes they will.
Q: Is it possible to give a support rep permissions to only one module (like Purchasing) of cSupport/iSupport?
A: Yes. Advanced permissions in the global configuration can allow that.
Q: When you say the custom number is dynamic, do you mean we could potentially put a third party's number (not incremental)? eg. service call to Dell or HP, etc. Does it have to be input at the time the incident is first created, or can it be added later?
A: The Custom Incident number can be set to Not Requred on save. So yes a third part reference can be added.
Q: Is the followup date audited now?
A: The Follow up Date notice is a reminder for the technician and is not an audited event.
Q: Is the CMDB relationship view limited to one layer below or more?
A: The CMDB relationship viewer does currently only show one layer below, to avoid getting into loops and circular relationships. You can however drill into any item to see the related CIs below it.
Q: is the service contract module like the one we had in the Notes version a couple of years ago?
A: The Contract module is all new and does not have the same restrictions of the older Domino product.
Q: Is there a plan to allow for a clustered or redundant configuration?
A: GWI is currently investigating this option, although it is not supported at this time.
Q: Is there a way to allow a users to make a support representative in their group out or in, if the user is not available that day
A: Any Support Technician that has Configuration rights can modify the available status of other technicians.
Q: Is there an association with Apple (i.e. iSupport)
A: No.
Q: is there any specific configurations for the browsers(firefox, safari) if using windows authentication
A: No changes are needed for Firefox or Safari at this time to allow the use of windows authentication.
Q: Is this demo geared specifically towards your web based product, or will these enhancements pertain to the IBM product as well?
A: The features shown in the webinars this week only apply to our web-based product.
Q: LDAP from Lotus Notes still supported?
A: Yes, we still allow a Domino Sync which is based on LDAP.
Q: The new GUI looks very nice - Is a user guide available (or will one be) to review the new functions?
A: Thank you for your feedback. The user guide will be available once the software is released. It can be found from the "Help" link in the top right corner. It will also be included in PDF format in the installer you download for iSupport 9.0. And lastly, you could also request it from your Account Manager.
Q: What if you're several versions behind in cSupport? What impact does that have on the new iSupport?
A: Any upgrade must come up to the next major version of the software to move forward. If you are several releases behind, you will need to move up to each major generation of the software to get to iSupport 9.0. For example, if you are on c.Support 6.5, you will need to upgrade to c.Support 7.0, to c.Support 8.0, then to iSupport 9.0. Our Support Team will be happy to assist you with this process.
Q: What is "Tech Support Que" all about, on Assignee?
A: That is just a queue that was set up for demonstration purposes. It was just configured that way to show how a queue might work, and is not a hard-coded assignee in the system.
Q: What kind of support do you have for intergrating with web services for creating tickets from other applications.
A: GWI has a API which is available for use. Please contact the support department for more information regarding the API.
Q: When is the release date?
A: There is no concrete date yet, as we are still finalizing the Q/A portion of its release. It is anticipated by end of this year.
Q: When will the download for v.9 be made available on your support site?
A: The head of Support determines when the download is posted on the support site. It is usually at the same time the new version is released.
Q: Will links be made available for the 2 PDF "What's new" documents mentioned? Like the Sales/marketing version (~10pgs) and Technical version (~70pgs)
A: We do not typically link the documents anywhere. Either can be gotten by simply sending an email to your Account Manager or to "sales@gwi.com". The Sales/Marketing PDF is already available, but the Technical version won't likely be released until iSupport 9.0 is released.
Q: Will location-based routing for email-submitted incident requests be available? For example, if we have end-users from various locations, currently you can only have email-submitted incidents route to one location/group. We'd like to have email-submitted incidents be able to location route to a support rep from the customer's location
A: You can set up inbound email addresses for the different customer locations to use, and on the definitions for those accounts, have them route within a corresponding support rep location.
Q: Will there be logical routing options or instructions (complete task 1, 2, 3 and depending on the result or response the ticket is routed to ….) A: Catalogs are predefined by the administrator, where options can be required or optional. They do not dynamically build choices based on selection.
Q: Have you tested the new version on Windows 7?
A: Windows 7, which has IE 8 by default, is supported as a Workstation OS.
Q: Will we be able to copy over current hierarchy from Incident Management to Service Management or will the templates have to be recreated?
A: Unfortunately, no, Incident Management templates and heirarchies cannot be linked to service requests. Service requests can only be linked to change tickets and purchases. You can, however, convert change heirarchies into service requests though.
Q: Will this webinar be available for download afterwards? I want to show this to my manager who is unfortunately not available to view this webinar toady...
A: An archive has been posted. Browse the "Events" page of our website to find the link.
Q: What is the intended release date of i.Support v9.0? And is there any particular reason you changed the name!?
A: The intended release date is end of the year. The name change has been in the works for years, as we have owned isupport.com for a long time, but working through the US Patent and Trademark process has been a lengthy effort. We believe the new name better describes our products and their functionality.
Q: Will you offer a 64 bit version of the software?
A: iSupport is supported in running on 64-bit environments, both Windows Servers and SQL Servers, but the application itself is not 64-bit application.
Q: Any plans on introducing the ability to cluster the databases?
A: iSupport 9.0 currently does not support database clustering. We will pass that along to Development for consideration.
Q: Do you need to have another license to setup a test environment on a virtual server?
A: You can use a copy of your current license for QA testing.
Q: Is it possible to have hidden fields on the Serivce Request that are only visible to authorized people?
A: Not at this time, but that can be sent to Development as a feature request if you like. (featurerequest@gwi.com)
Q: Is in new version a possibility to have reader access to configuration? Now you have full access or not at all...
A: No, access tot he Configuration allows edit rights at this time.
Q: Will we be able to query, external to GWI, the ticket database?
A: SQL reporting directly to the GWI database is allowed.
Q: Will emails being sent through tickets show everyone the email goes to rather than sending as bcc?
A: CC and BCC are options, so you can add in multiple receivers.
Q: Can emails be sent to users during the creation of a ticket rather than having to save and close and then go back into the ticket?
A: We have to have a saved incident so we can establish the customer so a save has to happen first.
Q: what data integration source do you use for your customer table?
A: We can Sync using LDAP to Microsoft AD, straight LDAP and then RDB from a SQL server.
Q: currently on 2006; can we go directly to 2009?
A: No you will have to go to each major release step in the path.
Q: Can you enter incidents and Service Requests as well as problems?
A: Please call GWI support department to discuss this question
Thanks again to everyone that attended the webinar.
Eric & Darren