SupportCenter Roadmap
Hi All,
Here is the set of features that we plan to address in the coming months.
* SLA
o Ability to configure & generate notifications prior to requests becoming overdue (SLA configuration)
o Notifications on SLA expiry date
o Support Plan would be based on per product basis.
* Billing module
o To have billing based on Accounts & SLAs
o Report enhancements w.r.t Billing
* Report Module Enhancements
o Improved Presentation of report data
o Export features like PDF, CSV, HTML
o More Account & Product based reports
o Flexible Custom Reports
o Scheduled Reports
o Ability to generate a report by putting in an SQL query.
o Select reports to be available to primary contacts
* Account & Contact Management
o Ability to disable automatic addition of contacts through email
o Ability to interface with other ext. databases for getting contact information
* Product based Enhancements
o Product Addl Fields
o Import Product List from CSV
o Product Warranty based information
o Warranty Expiry notification
* Infrastructure
o IIS Support
o HTTPS/SSL Support
o MS-SQL
o Integrating spam filter mechanism
* Solutions
o Ability to configure account specific solution topics
o Additional fields for solutions
* Internationalization
* Advisories
* Account/Contact Fields in Notifications
* Custom fields in SLAs & Business Rules
* Ability to configure the fields the contact should be able see of the Support Rep in the "Online Tech"
* Ability to manage notification for any request at runtime, when creating the request.
Pls note that the above list of features is only tentative and should be seen as a broad outline of things to come. If something more important comes up, we will include that at the expense of some of the items above.
Also note that apart from the feature updates, hotfixes/patches for the issues reported will be available at regular intervals.
Please keep sending us your feedback & suggestions. They are valuable to us.
Thanks & Regards,
Vinu Sreedharan
Here is the set of features that we plan to address in the coming months.
* SLA
o Ability to configure & generate notifications prior to requests becoming overdue (SLA configuration)
o Notifications on SLA expiry date
o Support Plan would be based on per product basis.
* Billing module
o To have billing based on Accounts & SLAs
o Report enhancements w.r.t Billing
* Report Module Enhancements
o Improved Presentation of report data
o Export features like PDF, CSV, HTML
o More Account & Product based reports
o Flexible Custom Reports
o Scheduled Reports
o Ability to generate a report by putting in an SQL query.
o Select reports to be available to primary contacts
* Account & Contact Management
o Ability to disable automatic addition of contacts through email
o Ability to interface with other ext. databases for getting contact information
* Product based Enhancements
o Product Addl Fields
o Import Product List from CSV
o Product Warranty based information
o Warranty Expiry notification
* Infrastructure
o IIS Support
o HTTPS/SSL Support
o MS-SQL
o Integrating spam filter mechanism
* Solutions
o Ability to configure account specific solution topics
o Additional fields for solutions
* Internationalization
* Advisories
* Account/Contact Fields in Notifications
* Custom fields in SLAs & Business Rules
* Ability to configure the fields the contact should be able see of the Support Rep in the "Online Tech"
* Ability to manage notification for any request at runtime, when creating the request.
Pls note that the above list of features is only tentative and should be seen as a broad outline of things to come. If something more important comes up, we will include that at the expense of some of the items above.
Also note that apart from the feature updates, hotfixes/patches for the issues reported will be available at regular intervals.
Please keep sending us your feedback & suggestions. They are valuable to us.
Thanks & Regards,
Vinu Sreedharan