What's New
 

What's New

Version 8.1.2.0 Enhancements

Snap Report

  • Snap Reports is powerful and easy to use report writer. It allows you to place your database fields in a rich edit document. This marriage of word processor and report significantly reduces the otherwise steep learning curve associated with traditional report designers and allows you to deliver highly intuitive solutions that meet and exceed end-user expectations.
  • Snap Reports are the true definition of WYSIWYG Reporting. Whether you are creating a report, modifying an existing report or previewing it prior to printing, the document appears exactly the same as it would on paper. You and your users never have to deal with the innate complexities of a traditional report designer. No bands, no more endless switching between design and preview modes.
  • Use Snap Reports for the quick creation of standard reports with data shaping capabilities (grouping, sorting), hierarchical data representation (master-detail reports) and so much more. Snap Reports elevate ease-of-use and productivity to unrivalled levels.
  • You can control who can create/edit and run Snap Reports via your security group. To enable Snap Reports, please update your security group.

Dashboard Add-On

  • A new dashboard add-on is available in this release.
  • When you need to provide a dashboard – one that is easy to create, personalize and works with a range of different database engines, look no further than the Aegis Dashboard Add-On. Aegis Dashboard is an easy to use, elegantly designed and interactive data visualization dashboard that helps you deliver solutions that allow enterprises to compare and explore business trends using visualized performance indicators.
  • Create professional dashboards without writing a single line of code. The Dashboard Designer provides an intuitive User Interface that facilitates data binding, shaping, and layout design. Most of these usually tedious tasks have now been made as simple as ‘drag-and-drop’
  • You can control who can create/edit and view Dashboards. To enable Dashboard, please update your security group.

Active Directory Add-On

  • Two new options have been added to the active directory properties:
    • If user exists in Aegis, always update
      You may have created users in Aegis manually before synchronizing users from active directory. If a user already exists in Aegis and is created manually, Aegis will update the record instead of trying to generate a unique User Id (if the same user is in active directory).
    • If contact exists in Aegis, always update
      Similar to users, you may have created contacts in Aegis manually before synchronizing them from active directory. If a contact already exists in Aegis and is created manually, Aegis will update the record instead of trying to generate a unique contact name (if the same user or contact is in active directory).

Escalation Add-On

  • You can now escalate Problems and RFCs. SLAs are also supported for Problems and RFCs.

SLA Commitment Dates

  • If you define the SLA Commitment Dates, Aegis can automatically calculate them based on your SLA Commitments. This allows you to easily view due dates based on SLA Commitments. It can also take into account your support hours and non-working days.

You can define SLA Commitment Dates for the following SLA Commitments:

  • Initial Response SLA (IR)
  • Subsequent Response SLA (SR)
  • Response Type SLA (RT)
  • Assign SLA (ASG)
  • Closed SLA (CL)

Below are some examples of the SLA Commitment Dates based on a 9 am to 5 pm, Mon to Fri working week.


Date/Time Added

SLA Commitments

Take into Account working hours?

SLA Commitment Date/Time

8th April 2013 10:00 AM Mon

3 Hours

No

8th April 2013 1:00 PM Mon

8th April 2013 10:00 AM Mon

3 Hours

Yes

8th April 2013 1:00 PM Mon

8th April 2013 4:00 PM Mon

3 Hours

No

8th April 2013 7:00 PM Mon

8th April 2013 4:00 PM Mon

3 Hours

Yes

9th April 2013 11:00 AM Tue

12th April 2013 4:00 PM Fri

3 Hours

No

12th April 2013 7:00 PM Fri

12th April 2013 4:00 PM Fri

3 Hours

Yes

15th April 2013 11:00 AM Mon (Excludes weekend)

E-mail Server Add-On

  • Support for IMAP.
  • You can save inline attachments in emails. There are options to leave them out and save them as external attachments as well.
  • When saving an email message, you can save the e-mail message up to a point. If you reply to the same e-mail multiple times, most of the e-mail message will be from a previous reply and can get quite long if there are a lot of replies going forwards and backwards. Saving all this in the record can be a waste of space. You can save the e-mail to a record up to a point. The whole e-mail is still saved in the E-mail sub-folder so you still get the original e-mail.
  • For example, if you enter Regards in this field, all messages starting from the word Regards will not be saved in the record
  • New Allow Partial Match option. To use a template, the Subject of the e-mail must match the Template Name exactly. Check this option to use partial matching. If you check this option and if any words in the Subject of the e-mail are in the template name, it will use the template. For example, if the template name is “Payroll Service” and the Subject of the e-mail is “Account Service”, it will use the template. If the Subject is “A B C”, it will also use the template because the character “A” is in the template name. It will always try to find an exact match first.
  • The Use Existing Notifications option has been removed. It will always use existing notifications.
  • If a client is created, it will also create a default web logon for the client (if you configure Aegis to create default web logon for clients).

Sorting List Box Values

  • You can group list box values into specific groups so that when you display the list box, it will show a partial list that is specific to the current field instead of displaying the whole list. For example, if you have two list boxes called Category and Sub-Category, you can define a link between the two fields. When the Sub-Category list box is displayed, you can display only those values that are specific to the Hardware category.

Quick Parts

  • Quick Parts allows you to store and create reusable pieces of text. It allows you to add preformatted portions of text. The portions of text can be reused as many times as you like. Quick Parts can save you a lot of time when you're creating or replying to e-mails.
  • You can control who can create/edit and Quick Parts. To enable Quick Parts, please update your security group.

Find and Open Record

  • This option allows you to quickly locate a record and open it for Edit even if the record is outside the current records selected by a filter.

Find All on Grid

  • You can now search for any values on the grid. Use the Ctrl+Alt+F shortcut to open the Find All window.

Responses

  • You can add a future response date when adding a new response. This is controlled by your security group.

Assigned To History

  • You can specify a date that is earlier than the date the incident was added when assigning incidents. This is controlled by your security group.

Report Writer

  • The report writer can now display proper field names.

New Incident Fields

  • The following new fields have been added to the Incident record:
    • 4 x Text 100 (100 Characters)
    • 7 x Memo (Long Text)
    • 5 x Date
    • 5 x Time

New Problem Fields

  • The following new fields have been added to the Problem record:
    • 4 x Text 100 (100 Characters)
    • 5 x Memo (Long Text)
    • 5 x Date
    • 5 x Time

New RFC (Change Management) Fields

  • The following new fields have been added to the RFC record:
    • 5 x Text 100 (100 Characters)
    • 5 x Memo (Long Text)
    • 5 x Date
    • 5 x Time

New Asset Fields

  • The following new fields have been added to the Asset record:
    • 4 x Text 100 (100 Characters)
    • 9 x Memo (Long Text)

Templates

  • You can now make templates public or private. Public templates are available to all users.
  • You can also group templates into categories.
  • Templates now have their own security to control access. Previously if a user could not add a template, he/she could not add templates for Data Entry, E-mail, and Broadcast Message etc. Now each template type has its own security so you can add Data Entry templates but not Record templates. Please update your security group to reflect these new options.
  • The following templates are consolidated into Record Templates.
    • Print Record
    • Copy to Clipboard
    • Preview Pane
    • E-mail Record
    • E-mail Knowledge Base

SQL Server

  • Previously, if you used SQL Server and select Open | Database from the File menu, you must have had SQLDMO installed on your PC. You no longer need to install SQLDMO to select SQL Server databases.

Notes

  • You can now enter Date and Time when adding notes.

Skins

  • We have rewritten the user interface in Aegis. New application wide skin is supported.
  • You can also use the new AegisSkin that looks like Windows 8.

Changes to Shortcuts

  • F6 is used to show/hide filter bar instead of Ctrl+F. The Ctrl+F shortcut is now used for find and open a record.
  • F7 is used to clear the filter bar instead of F4.
  • Ctrl+Alt+A is used to display attachments instead of Ctrl+A. Ctrl+A is used as the default windows’ shortcut to select all text in a field.

User Interface Changes

  • The Show All option for Clients, Incidents, Problems, RFCs and Assets has been renamed to Activity Stream.
  • SLA Type has been renamed to SLA Commitments.
  • System SLAs have been renamed to SLA Rules.
  • The security group for the user is now shown on the user list.
  • The error message column has been moved to the front of the E-mail Error Log window. Previously you had to scroll to the right to view the error message. You can now also resize the E-mail Error Log window.
  • The following windows are now resizable:
    • Field Properties
    • Call Queues
    • Show All
    • All graphical and statistical reports

Version 8.1.0.0 Enhancements

Field Populate Options

  • We have moved the existing System | Configurations | Field | Populate Options menu to System | Configurations | Record | Populate Options menu. The functionality remains the same.
  • Field Populate Options has been added in System | Configurations | Field | Populate Options. This new feature allows you to populate selected fields based on current values of certain fields.
  • This option also allows you to update fields depending on the values of other fields in the record. The fields will be updated as you change the field values. For example, you can create a Priority Matrix based on Urgency and Impact. When you change the Urgency and Impact in the incident record, it will automatically update the Priority field.

List Box Grouping

  • You can group list box values into specific groups so that when you display the list box, it will show a partial list that is specific to the current field instead of displaying the whole list. For example, if you have two list boxes called Category and Sub-Category, you can define a link between the two fields. When the Sub-Category list box is displayed, you can display only those values that are specific to the Hardware category.

Job Statistics

  • You can now specify the chart properties in the template.

Dashboard

  • You can select Job Statistics as a dashboard gadget.

Export

  • You can now export system fields.

Active Directory Add-On

  • Two new options have been added to the active directory properties:
    • Delete user if no longer listed in Active Directory
    • Delete contact if no longer listed in Active Directory
  • In the previous version, the users/contacts would automatically be deleted if they were no longer in Active Directory. This is now configurable in the Active Directory Properties.

Version 8.0.0.0 Enhancements

Version 8.00 has been completely rewritten in Dot NET. The user interface is now more modern with a new look and feel. Here’s a list of new features added in version 8.00. Below is a list of enhancements added.

Report Writer

  • A new report writer is included. This is not a separate report writer that you run outside of Aegis. It is tightly integrated into Aegis and can be accessed from the Reports menu.
  • You can create as many reports as you like if you have the appropriate security.

Dashboard

  • A configurable Dashboard has been added in this release. Each user can define their own dashboard if they have the appropriate security settings.
  • Dashboards allow you to monitor and analyze your service desk performance and deliveries via key performance indicators (KPIs). You can define up to two gadgets on the dashboard and they are fully configurable by each user if they have the appropriate security.

Spell Check

  • Spell check has also been included. You can use OpenOffice dictionaries and also your own custom dictionary.
  • You can also use multiple dictionaries for each user to support different languages.

Closed On First Call

  • When you add a new incident and close it straight away, you will be prompted to mark the incident as Closed On First Call.
  • You can also set existing closed incidents as Closed On First Call.
  • A new Closed On First Call report is also included. This report can show the total number of closed calls and the percentage that were Closed On First Call.

Updating System Fields

  • When you close an incident, Aegis will update the following system fields:
    • <Total On Hold Time>
    • <Actual On Hold Time>
    • <Total Elapsed Time>
    • <Total Business Time>
    • <Actual Business Time>

    If you show these system fields on the grid or in reports, they will be blank unless the incident is closed. If you use these system fields in filters (for example, show all Incidents where <Total Elapsed Time> is greater than 2), they will not work.

You can now update these system fields in the Group Update, Escalation, System Alerts and Report Scheduler Add-Ons. When you configure the add-ons, there is a new option to update system fields.

Reports and Charts

  • When you define statistical reports, you can group them on multiple columns.
  • When you print a report that contains a chart, it will print the grid and chart together. You will not have to print the grid then the chart separately.
  • More options have been added to chart configurations. You can define the label angles, legend positions, perspective angle and scroll and zoom in and out on the chart. This is saved in the chart definition so you won’t have to redefine it each time. 

Job Statistics Report

  • The report can now display the percentage, the grid and the chart.
  • When defining a template, you can specify a filter.
  • Four new template types are added:
    • First Response Time - Total. Report on the first response time (E.g. How many incidents took more than 2 hours to respond to). Includes non-working hours/days and public holidays.
    • First Response Time - Business. Report on the first "business" response time (E.g. How many incidents took more than 2 hours to respond to). Excludes non-working hours/days and public holidays.
    • Time To Assigned - Total. Report on the time it took to assign the incident to a support staff member (E.g. How many incidents took more than 6 hours before they were assigned to a support staff member). Includes non-working hours/days and public holidays.
    • Time To Assigned - Business. Report on the "business" time it took to assign the incident to a support staff member (E.g. How many incidents took more than 6 hours before they were assigned to a support staff member). Excludes non-working hours/days and public holidays.

Sendmail

  • You can use Sendmail to send all of the e-mails in your e-mail queue periodically in the background.  If you change a client’s e-mail address, Sendmail can detect the change and use the new e-mail address during the verification process (if the e-mail has not yet been sent).

Add-On Login

  • You can now specify a Login Id and Password for all add-ons in Aegis. If you specify this, you will not have to login again when you run the add-ons.

Change Management

  • The following new fields have been added to the RFC record:
    • 3 x Date Fields
    • 2 x Currency Fields
    • 2 x Short Integer Fields

Editing Record

  • If you try to edit a record that is already being edited by another user, you now have the option to show the details for the other user.

New Tasks Option

  • A new Assigned To Me option has been added to the Tasks menu. This option is also available when you edit a record. This allows you to assign the incident to yourself more quickly than before.

FAQs

  • You can now add attachments for FAQs.

View E-mail Sender

  • When you open an existing e-mail, there is a new option to view the Sender of that e-mail.

Views

  • You can define a preview field in views. The preview field will be shown below each row on the grid.

Cell Styles

  • Cell styles now support gradient colors.

User Preference

  • More options have been included in user preferences for you to customize the look and feel of Aegis.

User Interface

  • In previous versions, the Tool Bar and Tasks Menu were shared between the parent and child grid. When you selected an item from the Tasks Menu or clicked on the Tool Bar, it would act on the grid that had the focus.
    For example, if the Incident and Response folders were visible and the current focus was on a Response, then clicking on the Delete button on the Tool Bar would prompt the user to delete the Response record. To delete an Incident record, a user would have had to click on the Incident grid and then click Delete. This was causing some confusion.

    In this version, each grid has its own Tasks Menu displayed at the top of the grid. We have also moved the “Others” menu from the Tasks Menu to a Quick Actions Menu. If you define any Data Entry templates for the current folder, it will also be shown in the menu.

    We have also added buttons at the bottom of the grid for you to quickly add, edit, delete and refresh records.

Grids

  • The grid in Aegis can now display HTML instead of just plain text.
  • The height of each data row can be automatically adjusted to completely display the contents of its cells if you turn on Auto Row Height.

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