Version 10.0 Platform

See also: Previous Enhancements

Upcoming Enhancements

Ability to Create New Applications

You now have two ways to create a new Dynamic Case Management (DCM) application. The first is to customize the (one and only) ServiceDesk application. That lets you use a lengthy list of ServiceDesk Features to interact with customers, but you can only have one such application installed at any given time. For other kinds of cases, you can create a new Dynamic Case Management Application--and you can have as many of those as you like.

Learn more: Application Construction Wizard

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.

Add and update records using simple URLs

Using a URL with the right format (and assuming you are logged into the platform), you can add or update a record, just by visiting that URL in your browser. For external applications, it means that adding or updating application data has never been easier.

User-Role Function

A new function can be used to see the current user has a given Role. That function can be used in Form Layout Rules for example, to vary the appearance of the form based on the user's role.

May, 2013

Multi Step Tasks

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

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 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