SupportCentre v7.0 bugs
Hi,
I've been through a fairly comprehensive UAT test of the v7.0 release yesterday and here's a list of all the bugs I've found. I apologise in advance if you're already aware of them but I thought it best to reiterate them rather than miss them out. They're hopefully grouped logically and not by order of priority:
1. Reports:
1.1 Matrix report: Once the report has run and the matrix is displayed, the tooltip does not disappear regardless of where the mouse is moved
1.2 HTML graphs still aren't embedded - they link to the full live URL of SupportCentre - this is no use for sending to clients or reading offline
1.3 When adding filters to a report, the value picker is no longer disabled when Pending Status is chosen from the filter column
1.4 When a pie chart is created in a graph with multiple labels those on the left-hand side at the bottom are truncated
1.5 The order of report groups is randomly modified when v7.0 is installed - this order would be much better and user-friendly if it were in alphabetical order
2. Requests
2.1 If you hover over a request in the Request tab which was raised via an HTML email, the HTML is not parsed
2.2 When viewing an individual request it is possible to inline edit values such as Support Group and Support Rep. These do not appear to be linked; if an existing Rep from Group 1 is selected, and this needs to be changed to a Rep from Group 2, you can only change one value at a time - if the Support Group is changed it needs to be saved then re-edited to modify the Support Rep. This can lead to corrupt data where a Rep is selected from a Group they don't belong to.
2.3 In the history of a request, if an SLA is changed via a change in a property value such as priority, the SLAID is displayed rather than the textual value of the SLA entry
2.4 When editing notes which were added prior to v7.0 the content of a note is not displayed - it looks like the edit button is invoking the Add Note functionality. This doesn't appear to be the same for notes added following the v7.0 upgrade which can be edited as expected
2.5 When adding a new request for a sub-account contact the product list is populated from the parent account rather than the sub-account's associated products
2.6 The sub-account to which a contact belongs is not detailed anywhere within a request (This could be linked with 2.5)
3. Contacts
3.1 The edit column is too thin and the icon is no longer visible correctly
4. Client Portal
4.1 When viewing all requests in the Requests tab it is not possible for contacts to add, remove or modify the columns displayed - the Columns icon and functionality is present but it does not effect a change in the view
4.2 When viewing a contact's request, all responses sent into Support Centre by a contact have lost the name of the person who sent it. If this is by design it doesn't make much sense, as there is no need to remove this information from a contact as either them or their colleagues will have sent the response in the first place(!)
4.3 When viewing the full conversation of a request, contacts are able to see the name of the Support Rep who is/was assigned to the request, as well as who raised it if it was via telephone. This information should not be visible to contacts
4.4 Contacts are unable to run reports - there is no mechanism by which to allow contacts to run reports approved for their viewing by Support Reps or administrators.
5. Sub-accounts
5.1 When an account with pending requests is set as a sub-account and a report is run to return all the pending requests of that sub-account, nothing is returned
5.2 When an account with pending requests is set as a sub-account and the 'view sub-account's requests' button is clicked, no requests, pending or closed, are returned
5.3 When converting a sub-account back into a main account the parent account's page does not refresh, making it difficult to assess whether or not the request has been actioned
5.4 SLA contacts can only be set against a parent account. It would be very nice to be able to set SLA's on a sub-account basis rather.
6. General
6.1 Ordering: Throughout the system there are a number of request properties, system properties, icons, options and drop-down pick-lists which are in no apparent order. This makes using the system very slow and cumbersome on occasion and would be made a huge amount easier if they were ordered alphabetically.
6.2 Security: There is currently no method by which administrators can monitor or enforce passwords used to access the system by Support Reps and Contacts. This could lead to serious security breaches should a contact or colleague gain access to an account with access rights they shouldn't have.
I would like to say however that it's not all bad and I am really pleased with the improvements to the Excel report export and the client portal. If you require clarification, reproduction steps and/or screenshots for any of the above please let me know.
Regards,
Andy
I've been through a fairly comprehensive UAT test of the v7.0 release yesterday and here's a list of all the bugs I've found. I apologise in advance if you're already aware of them but I thought it best to reiterate them rather than miss them out. They're hopefully grouped logically and not by order of priority:
1. Reports:
1.1 Matrix report: Once the report has run and the matrix is displayed, the tooltip does not disappear regardless of where the mouse is moved
1.2 HTML graphs still aren't embedded - they link to the full live URL of SupportCentre - this is no use for sending to clients or reading offline
1.3 When adding filters to a report, the value picker is no longer disabled when Pending Status is chosen from the filter column
1.4 When a pie chart is created in a graph with multiple labels those on the left-hand side at the bottom are truncated
1.5 The order of report groups is randomly modified when v7.0 is installed - this order would be much better and user-friendly if it were in alphabetical order
2. Requests
2.1 If you hover over a request in the Request tab which was raised via an HTML email, the HTML is not parsed
2.2 When viewing an individual request it is possible to inline edit values such as Support Group and Support Rep. These do not appear to be linked; if an existing Rep from Group 1 is selected, and this needs to be changed to a Rep from Group 2, you can only change one value at a time - if the Support Group is changed it needs to be saved then re-edited to modify the Support Rep. This can lead to corrupt data where a Rep is selected from a Group they don't belong to.
2.3 In the history of a request, if an SLA is changed via a change in a property value such as priority, the SLAID is displayed rather than the textual value of the SLA entry
2.4 When editing notes which were added prior to v7.0 the content of a note is not displayed - it looks like the edit button is invoking the Add Note functionality. This doesn't appear to be the same for notes added following the v7.0 upgrade which can be edited as expected
2.5 When adding a new request for a sub-account contact the product list is populated from the parent account rather than the sub-account's associated products
2.6 The sub-account to which a contact belongs is not detailed anywhere within a request (This could be linked with 2.5)
3. Contacts
3.1 The edit column is too thin and the icon is no longer visible correctly
4. Client Portal
4.1 When viewing all requests in the Requests tab it is not possible for contacts to add, remove or modify the columns displayed - the Columns icon and functionality is present but it does not effect a change in the view
4.2 When viewing a contact's request, all responses sent into Support Centre by a contact have lost the name of the person who sent it. If this is by design it doesn't make much sense, as there is no need to remove this information from a contact as either them or their colleagues will have sent the response in the first place(!)
4.3 When viewing the full conversation of a request, contacts are able to see the name of the Support Rep who is/was assigned to the request, as well as who raised it if it was via telephone. This information should not be visible to contacts
4.4 Contacts are unable to run reports - there is no mechanism by which to allow contacts to run reports approved for their viewing by Support Reps or administrators.
5. Sub-accounts
5.1 When an account with pending requests is set as a sub-account and a report is run to return all the pending requests of that sub-account, nothing is returned
5.2 When an account with pending requests is set as a sub-account and the 'view sub-account's requests' button is clicked, no requests, pending or closed, are returned
5.3 When converting a sub-account back into a main account the parent account's page does not refresh, making it difficult to assess whether or not the request has been actioned
5.4 SLA contacts can only be set against a parent account. It would be very nice to be able to set SLA's on a sub-account basis rather.
6. General
6.1 Ordering: Throughout the system there are a number of request properties, system properties, icons, options and drop-down pick-lists which are in no apparent order. This makes using the system very slow and cumbersome on occasion and would be made a huge amount easier if they were ordered alphabetically.
6.2 Security: There is currently no method by which administrators can monitor or enforce passwords used to access the system by Support Reps and Contacts. This could lead to serious security breaches should a contact or colleague gain access to an account with access rights they shouldn't have.
I would like to say however that it's not all bad and I am really pleased with the improvements to the Excel report export and the client portal. If you require clarification, reproduction steps and/or screenshots for any of the above please let me know.
Regards,
Andy