Difference between revisions of "Version 10.0 Platform"
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==== Ability to Create New Applications==== | ==== Ability to Create New Applications==== | ||
:At the moment, you create a new Dynamic Case Management (DCM) application by customizing the (one and only) ServiceDesk application. That mechanism works fine for one application, but it doesn't let you have more than one DCM application at a time. What you need is the ability to create a new DCM application. That functionality is on the way. | :At the moment, you create a new Dynamic Case Management (DCM) application by customizing the (one and only) ServiceDesk application. That mechanism works fine for one application, but it doesn't let you have more than one DCM application at a time. What you need is the ability to create a new DCM application. That functionality is on the way. | ||
====Global Email Templates==== | |||
Previously, email templates were created for each object (for example, the Cases object). That capability still exists but now, global email templates can be created. Those templates can be used when sending a message from any record in the system (for example, from records in the [[Contacts]] or [{Tasks]] objects. | |||
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Revision as of 23:37, 18 June 2013
See also: Previous Enhancements
Upcoming Enhancements
Ability to Create New Applications
- At the moment, you create a new Dynamic Case Management (DCM) application by customizing the (one and only) ServiceDesk application. That mechanism works fine for one application, but it doesn't let you have more than one DCM application at a time. What you need is the ability to create a new DCM application. That functionality is on the way.
Global Email Templates
Previously, email templates were created for each object (for example, the Cases object). That capability still exists but now, global email templates can be created. Those templates can be used when sending a message from any record in the system (for example, from records in the Contacts or [{Tasks]] objects.
Enhancements as of May, 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
Customizable Auto Completion
- It is now possible to determine how Auto Completion works. You can specify which fields are searched for the text the user types, and which fields are displayed to help the user determine which record to select.
- Learn more: Auto Completion
Access to Google Calendar
- Users can now access their Google Calendars from within the platform, if the system administrator allows it.
- Learn more: Google Calendar