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1. |
1.
Improve the
customisation of CASES – It allows you to re-label the drop
downs in the applet so that you can use your own words for
Cases, Category, Origin, Type and Priority |
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2. |
1.
Display
Open tickets/cases colour coded with Red being past deadline,
black within the support window and green for the rest. The
setting ‘Support Window’ is a figure in Hours that is used to
calculate the position of the ticket in relation to the Support
Deadline and is a Global Setting on the system |
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3. |
1.
Emails
related to cases are formatted with the Case number in the
Subject line and user definable Body text and Signature file |
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4. |
1.
Add Time to
the deadline monitoring – it manages deadlines to the hour/
half-hour rather than just the day |
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5. |
1.
Improve the
User Interface offering a number of additional features such as
fast logging of time spent on a Case. |
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6. |
1.
Add work
flow management to the management of cases and their associated
activities. It allows the setting of Work Flow actions for any
of the Drop down values - e.g. any ticket categorised as a BDG
Software “bug” creates an action for the Software Development
team. |
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7. |
1.
Facilitates
the scheduling of all of the these actions to GoldMine on the
pressing of one button and/or the creation of the ticket/case
via the Web |
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8. |
1.
The app may
be run as a standalone (i.e. fully floating window) or as a GM
Plug-In – or both! |
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