Version 10.0 Platform

See also: Previous Enhancements

Upcoming Enhancements

Ability to Create New Applications

At the moment, a new Case Management application is created by customizing the (one and only) ServiceDesk application. That mechanism works fine for one application, but it doesn't let you have more than Case Management application at a time. What you need is the ability to create a new application, using an existing application as a template--cloning the application, in effect. That functionality is on the way.

Enhancements as of June, 2013

Multi Step Tasks

Case Agents can now create an "ad hoc" process on the spot, by creating a Multi Step task while managing a case.

Learn more: Multi Step Tasks

Role-based Process Control

The ability to start and stop a given process can now be determined by a user's Role.

Learn more: Process Settings

Custom Form Actions in Case Forms

Action buttons can now be added to Case Forms, and to Forms created for entering and viewing records in other objects.

Learn more: Custom Form Actions

Global View of Business Rules

It is now possible to view all Business Rules defined for the current application.

Learn more: All Business Rules

Rules for Import Events

It is now possible to trigger rules when records are imported. Rules can be triggered by individual records, or by the import process as a whole.

Learn more: Event Rules

Print Cases and Other Records

When you're viewing a record and you open the list of Actions in the sidebar, you now have a Print option. You can choose the Form or Document Template to use for printing, choose Portrait or Landscape mode, and choose whether to save the document or view it online.

Learn more: Use a Template to Print a Record