4.70.03 (1st Release of 4.7)
New Features
Version 4.70.00 contains the following New Module:
Novo Mail Service - The Novo Mail Service is an enhancement to the Novo.Scheduler Windows service that is installed to the Web Server Services when you install Novo. This service replaces the Auto Ticket Service (ATS)
The Novo.Scheduler service...
- Sends scheduled reports, and
- (If the Novo Mail Service is licensed) polls configured email accounts. When emails are found, they are validated and then created as tickets in the Novo software.
As we see it, these are the top 10 benefits (plus a couple more that we threw in at the last minute) for switching to the Novo Mail Service from ATS...
- Novo Mail offers...
- support for Exchange 2000-2010
- support for imap
- support for POP3
- support for Secure POP
- Novo Mail is easier to configure...
- All configuration pages are moved into the Novo application
- It's easier to setup multiple monitored email accounts
- It's easier to create Custom Rules based on incoming email accounts
- It uses the same database and outgoing mail settings as the Novo application
- When a ticket is created from an email, the actual email is saved as an attachment to the ticket; allowing you to view the content of the email (including images) as it was originally sent
- Likewise, when a ticket is "updated" from an email, the actual email is also saved as an attachment to the ticket
- Novo Mail will search Active Directory for mapped members with matching Email addresses when the email address does not already exist in Novo
- We've added a 2nd delimiter so that the service can now populate a ticket note with everything above a configurable string; (which can be placed into your default outgoing messages)
- We've added the ability to configure the "Above/Below" delimiters. So, if your primary language is not English, the service can be configured to respond to different text in these delimiters
- We've enhanced the ability to configure the subject ticket ID text. So, if your primary language is not English, the service can be configured to respond to different text in the Subject line
- We have expanded workflow tasks to non-admins
- We've added the ability to update tasks via the Mail Service
- Better logging with role based access to the mangement and log pages
- A new Smart Tag feature that allows you to update certain ticket fields via email
- There are no service interuptions due to a known MAPI/DotNet incompatibility
Click HERE for ATS to Novo Mail migration instructions
Enhancements
Version 4.70.00 contains the following enhancements:
Common Enhancements
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Enhanced (Field Ordering) - Several Knowledge Base and Help Desk Edit Ticket fields were previously coded as 1 row on their respective edit pages. When setting up the look of the Article Properties page or a Ticket Template using the Admin>Setup>Core/General>Field Ordering (or Help Desk>Ticket Templates) feature, several fields were moved as a group and could not be seperated. This has been changed to allow for the sepeation of these fields.
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Normalized field lengths - We've added a setting in Admin>Setup>Core/General>Settings named Form Field Width (pixels) that is set by default to 300 pixels. This is primarily to help clean up the look of Knowledge Base and Help Desk edit pages but will also affect settings pages, etc. This setting will not limit the width of Dual Multi-Select controls or Single Select List controls where variable data values are longer than 300 pixals. In these cases, the field will stretch to display those values and may appear longer than the others.
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Section 508/Accessibility - We've enhanced Accessibility features by rearranging several key edit and grid windows for better reader integration as well as adding many navigational aids. These changes are visible when Admin>Setup>Core/General>Settings: Enable Section 508/Accessibility is checked and a user's profile is enabled for Web Accessibility/Section508.
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Custom Footers - We've added the ability to display Application wide text on the default.asp below the main content of the application but above the Company and Copyright footers.
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Page Caching - We've added a Novo Config Tool setting to control whether or not pages will cache on the web server
Help Desk Enhancements
- Novo Mail Service - Described above
- Edit Ticket Form:
- We've added Save and Save and Close buttons
- As stated above in Enhanced (Field Ordering), we split out the groupings of controls on the Edit Ticket window. This will allow you greater control over field placement when setting up templates
- We updated the default.css and added several new styles to facilitate a more "unified" look; especially viewing Ticket Templates. However, if your site is configured for a "Custom" theme, these change were not written to your App_Themes\Custom folder. Please click HERE for instructions for merging the changes into your Custom theme.
- We've added date pickers for pre defined and user defined date field controls
- Click HERE for a closer look
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We've added alternate email address fields to the Admin User and Contact information pages so that tickets can be added (via Novo Mail Service) from emails on SmartPhones, etc. These fields can also be enabled to receive notifications from Novo
Knowledge Base Enhancements
- Article Update Tool - This tool allows you to edit the properties multiple articles simultaneously; click HERE for a closer look
- Search Attachments with MS Indexing or Windows Search (required for Server 2008);
- click HERE for instructions on using Windows Search to index attachments to Articles and Assets on Server 2008 64 bit
- click HERE for instructions on using Windows Search to index attachments to Articles and Assets on Server 2003 32 bit
- We've added a setting to enable public breadcrumb trails. This will aid in navagation if the Left Hand Article Tree is turned off. click HERE for a closer look
Asset Management Enhancements
- Search Attachments with MS Indexing or Windows Search (required for Server 2008);
- click HERE for instructions on using Windows Search to index attachments to Articles and Assets on Server 2008 64 bit
- click HERE for instructions on using Windows Search to index attachments to Articles and Assets on Server 2003 32 bit
Fixes
Below are bugs and incidents that are resolved with version 4.70.00. In some cases, the Problem/Issue text has been edited to be more descriptive of the fix.
| Ticket # | Problem/Issue | Product |
| 8276 | In viewassets.asp, the find field does not work when searching for an asset with two words | Asset Management |
| 8248 | When Relating an asset to a ticket, there are no assets displayed in adminassets.asp | Asset Management |
| 7209 | Select All Checkbox in list header does not work for Locations | Asset Management |
| 7082 | Attachment cannot be downloaded from a Windows 2008 server using Firefox | Core |
| 7244 | Custom Rules are not Triggered when a single-select UDF condition is met | Core |
| 7400 | Daylight Savings Time is not recognized by ATS | Core |
| 8377 | SQL Error with Custom Rule - Incorrect syntax near 'andT'. | Core |
| 7878 | Subscriber alpha links do not alphabetize | Core |
| 7203 | Label Changes: Login and Word | Core |
| 7844 | MS Office 2007 file extensions (.docx .xlsx .pptx) cannot be opened after downloading | Core |
| 8144 | Accounts.asp does not consistently load with the correct alpha filter | Core - Accounts/Contacts |
| 7263 | Login does not exist when logging to public URL after Refresh/Importing AD Users with userPrincipalName | Core - Accounts/Contacts |
| 8419 | externallogin.asp does not populate customers.customer_search when it creates a new user | Core - Accounts/Contacts |
| 6969 | Import/Refresh does not update contact values when AD Contacts Mapping tool is set to "by AD field" | Core - Accounts/Contacts |
| 7390 | Search for Active Directory Contact and Import causes user to be imported with sAMAccountName and AD_USER=0 | Core - Accounts/Contacts |
| 8146 | No data returned when a report filter uses the "equal to"condition | Core - Report Writer |
| 7628 | duplicate Send Report label | Core - Report Writer |
| 7298 | Portal View is labeled as Public View in the Report Writer | Core - Report Writer |
| 7513 | Predefined Reports not displaying correctly | Core - Report Writer |
| 7410 | Reports are not sent when scheduled | Core - Report Writer |
| 7987 | Report using Previous calendar week shows two Sundays | Core - Report Writer |
| 6605 | Service_SendReport.aspx culture is en-US | Core - Report Writer |
| 7732 | There is no "Description" field available when creating an Asset Report | Core - Report Writer |
| 7894 | Assign User Pull Down not available when Adding a Ticket | Help Desk |
| 7791 | Cannot create a report for Groups | Help Desk |
| 8229 | Ticket Contact Icons change with Mouseover - they look better without the change | Help Desk |
| 7953 | Due Dates do not show timestamp on emails | Help Desk |
| 8279 | memorized tickets will only use the first template when actually creating the ticket | Help Desk |
| 7187 | Article Custom Rule does not fire on enable/disable events from default.asp | Knowledge Base |
| 8149 | Index server error: ActiveX component can't create object when searching articles | Knowledge Base |
| 7899 | Pagination does not work on subscribeadmin.asp when last names beginning with individual letters paginate | Knowledge Base |
| 8150 | In Statistical Article Report Access column header, sort arrows are incorrect | Knowledge Base |
| 8179 | Config Tool cannot be run as an administrator in Windows2008 Server | Novo Config Tool |
| 7265 | Using PC Inventory with AD and userPrincipalName | PC Inventory |
| 7651 | No Archive Restore confirmation | Knowledge Base |
| 7414 | No header value for Short Title on reviewdate.asp | Knowledge Base |
| 7667 | The "Related Articles" label displays beneath articles when there is no permission to view the related article/s. | Knowledge Base |
| 7579 | Help Desk Statistical Report User totals only count tickets when they are associated with a contact | Help Desk |
| 8540 | Scheduled reports are not sent according to the Email Scheduler | Core - Report Writer |
Known Issues
The fixes for the following issues are expected in version 4.70.04.
- The Report Writer does not use calculated timezones when creating reports. If the database server is in a different timezone than the Report Writer user, the user will need to adjust for the timezone difference when entering a start time.
- 2008 smtp always stops when the Novo Config Tool restarts IIS.
- Smarttags do not update Single List UDFs when the UDF value is Null
- Contact Confirmation Emails contain the Ticket Details at the top of the email forcing the recipient to scroll down to read the message from the Service Desk. This will be changed to only display the Service Desk message and a link to the ticket.
Sub Articles
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