Absolute Service 8.1 Release Notes

Version 3

    Details

    PROBLEM
    Maintenance Features, Fixes, and Enhancements in LiveTime 8.1

    ENVIRONMENT
    LiveTime

    RESOLUTION
    LiveTime 8.1 contains numerous new features, fixes, and enhancements based on customer requests. The following table provides information on the most notable of these new features, fixes, and enhancements.

    HEATsoftware Computrace Integration

  • You can now link LiveTime to HEATsoftware Computrace. This integrated interface allows service desk technicians to perform endpoint actions on devices as permitted by HEATsoftware Computrace user permissions. Technicians are required to have Security Administrator privileges within HEATsoftware Computrace, and must adhere to the existing security policies (for example, the use of two-factor authentication is required). The End User Message, Device Lock, and Data Delete operations can all be initiated directly from the service desk.
  • HEATsoftware Computrace alert events can now automatically generate service desk requests. LiveTime uses the details provided in the HEATsoftware Computrace event to determine the asset, and identifies the user of the asset (when appropriately assigned) to allow the technician to correspond with the relevant end user and invoke endpoint actions as necessary.
  • An item's audit trail (found within the Details tab of the Item Information screen) can now include data originating from HEATsoftware Computrace, such as the call-in history of a managed device.

    LANrev Integration
  • LiveTime now communicates directly with the LANrev Server on any platform, eliminating the need for the LANrev Web Admin interface to perform actions on managed devices.
  • The Customer Portal now includes self-help functionality, which provides customers with access to self-help software distribution when they are accessing the service desk from a managed device.

    AMIE Enhancements
  • Enhanced the default LANrev mapping file to better detect ownership and host names details.
  • Improved the management of multiple AMIE sources to better handle the volume of data deletion that can be required.

    Data Export/Import
  • You can now export workflow definitions from a service desk to an XML file and import these definitions into another service desk instance running the same version of LiveTime.
  • You can now export the list of license consumers in the Administrator Portal to an Excel file to allow offline management of licensed users.
  • You can now export reports created using the report builder to an XML file and import these reports into another service desk instance running the same version of LiveTime.

    General Custom Field Search Enhancements
  • When searching numeric and date custom fields, you can now specify an operator (>, >=, +, <=, <) in the search expression to apply to the selected value.

    Item Field Search Enhancements
  • In addition to the numeric and date field operators, string fields defined against CMDB categories now allow you to select a value to search for. These fields present you with a list of all their distinct values against the selected category. You can select a value and apply it to your search without having to know the possible values ahead of time.

    User Interface Enhancements
  • You can now add type-based request custom fields and item fields to list views in a generic fashion. Due to data storage requirements, the fields are not sortable, but this enhancement allows you to see the information stored in these fields along with a description of what that data represents.
  • The user bulk editor now allows you to assign all appropriate portals to users.
  • Resolved issue of some numeric fields not allowing the pasting of data.
  • Item list views can now be shared with users who have the Manager role.

    Email Processing
  • NoTeamFound email responses can now be avoided by configuring a default action to take when this outcome is reached. Administrators can choose to create a request and assign it to one of the default teams in the setup. This enhancement allows the service desk to pick up requests that have been incorrectly addressed or aliased and hide this error from the sender.
  • The Notify Team Leader on New Request option now also applies to queued requests that are updated while they are still assigned to a team's request queue. This option results in team leaders being notified of request updates only if they were notified of the request's creation. If they opt not to be notified of queued request creation, they are no longer emailed updates on these queued requests.
  • The CloseRequest email template now allows the addition of custom field data to the message content.
  • Logged emails have been relocated to the Reports section to allow for greater search functionality.
  • Email messages that have a “Failure” status can be used to generate a request for a technician to follow up and investigate the reason for the email failure.

    Reports
  • Scheduled report PDFs that do not contain any data now open correctly and contain a page advising the user that there was no data to report.
  • Team KPI reports now refer correctly to “Requests” rather than to “Service Requests”.
  • Excel report exports no longer include the name of the user who generated the report, eliminating some confusion as to which user a report relates to.
  • The report builder now includes a Runtime Search option for when an ID field is required, but the user has no way of knowing the ID of an object.
  • You can now define multiple “where” clauses against the same expression using the report builder.
  • Rooms have been added as a selectable entity in the report builder.

    Teams
  • Teams can now specify a default email locale to control their response language when one cannot be determined from the customer settings (instead of defaulting to English, which was the previous behavior).
  • Each team can now have its own “message” content that team members can embed within email messages that they send out in relation to requests.

    Dashboard
  • The Service Requests by Item widget once again works correctly and shows the appropriate data.
  • The Incidents by Item widget once again works correctly and shows the appropriate data.
  • The Problems by Item widget once again works correctly and shows the appropriate data.
  • The Change Requests by Item widget once again works correctly and shows the appropriate data.

    Requests
  • During request creation, the Advanced Search on item category fields once again works as intended.
  • Requests created using a quick call once again apply the quick call values of custom fields (where defined) instead of the custom field defaults.
  • Customers creating requests using quick calls are now presented with the option to include customers in the CC field of the request, just as with manual request creation.
  • Customers can now manually close a request with the “On Hold - Pending Approval” status if they prefer not to wait for the system to automatically close the request.
  • When a request is approved or rejected, if the technician responsible for moving the request to the approval status is also a possible recipient of the request after approval, the approved or rejected request is returned to that user.

    Web Services
  • The Update Item web service now allows you to modify the assigned teams and item type of an item.

    Customer Portal
  • Customers can now define their own language of correspondence through the My Account section of the Customer Portal.

    Surveys
  • Survey questions now permit scores to be added to responses, providing a faster method of identifying survey results that require follow-up.
  • Surveys now allow you to define a pass mark, and also present the maximum possible score based on the questions you allocate to the survey. This enhancement facilitates pass/fail identification among survey results.
  • Survey results now always partition correctly when you duplicate surveys or reuse questions.
  • Results from Serviced Customers surveys are now correctly allocated to the specific request the survey relates to.
  • Exporting survey results to Excel once again works as intended, and also correctly includes question descriptions on scale (1-x) responses.
  • You can now exclude specific customers, organizational units, or configuration items from being survey recipients.
  • Survey question response types are now alphabetically sorted to simplify selection.
  • You can now configure the template text that appears in the Customer Portal above the list of surveys a user can complete.
  • You can now break down results for Serviced Customers surveys by teams that provided the service.

    General
  • Public holidays have been modified slightly to allow identification of significant dates that do not result in a pause of the SLA timers.
  • All scheduled tasks now have a common scheduling definition rather than the three methods presented to users previously.
  • User accounts can now be optionally locked out after three failed login attempts to prevent brute-force password hacking. The lock-out period is configurable and is set to 10 minutes by default, and is cleared if an administrator resets the user's password.
  • You can now define backout procedures outside the scope of a request, facilitating reuse of these procedures across multiple change requests.
  • You can now apply optional display restrictions to classifications, which require role access for classification use.
  • If the contracts module is enabled then disabled, requests that had their status changed to “Pending - No Contract” now revert to the status they had prior to the contracts module being enabled.

    Installing LiveTime 8.1
    LiveTime has a universal installer that runs on all supported platforms (see Minimum System Requirements). This installer requires a 64-bit operating system, running Oracle Java SDK 7 or later.

    IMPORTANT
    If you use web services, you need to begin migrating your legacy applications to the new interfaces (using the underscore prefix) to prepare for overhauled interfaces in a future release; for example, “_authenticate()”.

    Upgrading to LiveTime 8.1
    Before you can upgrade to LiveTime 8.1, you need a valid support and maintenance contract. If you do not have a support and maintenance contract, contact your account manager or a member of the HEATsoftware sales team. For customers with an existing support and maintenance contract, go to the LiveTime Global Support site at https://service.HEATsoftware.com and log in with your support credentials.

    The Knowledge Base article named Upgrading to LiveTime 8.1 provides instructions for downloading the product.

    IMPORTANT
    To process various localization routines, upgrading to LiveTime 8.1 uses the locale of the user who is running the upgrade. Therefore, this user's operating system must match exactly that of the default messages stored within the previous version; for example, use the English operating system when upgrading to solve any problems upgrading the language files.

    The LiveTime 8.1 Upgrade Guide provides information and tasks on the following topics:
  • how to upgrade from earlier versions to the newest version of LiveTime
  • how to upgrade from LiveTime 6.0 and later versions to LiveTime 8.1
  • post-upgrade instructions for administrators and supervisors

    Contacting HEATsoftware Global Support
    If you have difficulty upgrading LiveTime, contact HEATsoftware Global Support (https://service.HEATsoftware.com) and log in with your support credentials. We welcome your questions, comments, and feature requests. 

     


    Resolution

    PROBLEM
    Maintenance Features, Fixes, and Enhancements in LiveTime 8.1

    ENVIRONMENT
    LiveTime

    RESOLUTION
    LiveTime  8.1 contains numerous new features, fixes, and enhancements based on  customer requests. The following table provides information on the most  notable of these new features, fixes, and enhancements.

    HEATsoftware Computrace Integration

  • You can now link LiveTime to HEATsoftware Computrace. This integrated  interface allows service desk technicians to perform endpoint actions on  devices as permitted by HEATsoftware Computrace user permissions.  Technicians are required to have Security Administrator privileges  within HEATsoftware Computrace, and must adhere to the existing security  policies (for example, the use of two-factor authentication is  required). The End User Message, Device Lock, and Data Delete operations  can all be initiated directly from the service desk.
  •   HEATsoftware Computrace alert events can now automatically generate  service desk requests. LiveTime uses the details provided in the  HEATsoftware Computrace event to determine the asset, and identifies the  user of the asset (when appropriately assigned) to allow the technician  to correspond with the relevant end user and invoke endpoint actions as  necessary.
  • An item's audit trail (found within the Details  tab of the Item Information screen) can now include data originating  from HEATsoftware Computrace, such as the call-in history of a managed  device.

    LANrev Integration
  • LiveTime now  communicates directly with the LANrev Server on any platform,  eliminating the need for the LANrev Web Admin interface to perform  actions on managed devices.
  • The Customer Portal now  includes self-help functionality, which provides customers with access  to self-help software distribution when they are accessing the service  desk from a managed device.

    AMIE Enhancements
  • Enhanced the default LANrev mapping file to better detect ownership and host names details.
  • Improved the management of multiple AMIE sources to better handle the volume of data deletion that can be required.

    Data Export/Import
  • You can now export workflow definitions from a service desk to an XML  file and import these definitions into another service desk instance  running the same version of LiveTime.
  • You can now export  the list of license consumers in the Administrator Portal to an Excel  file to allow offline management of licensed users.
  • You can  now export reports created using the report builder to an XML file and  import these reports into another service desk instance running the same  version of LiveTime.

    General Custom Field Search Enhancements
  • When searching numeric and date custom fields, you can now specify an  operator (>, >=, +, <=, <) in the search expression to apply  to the selected value.

    Item Field Search Enhancements
  • In addition to the numeric and date field operators, string fields  defined against CMDB categories now allow you to select a value to  search for. These fields present you with a list of all their distinct  values against the selected category. You can select a value and apply  it to your search without having to know the possible values ahead of  time.

    User Interface Enhancements
  • You can now  add type-based request custom fields and item fields to list views in a  generic fashion. Due to data storage requirements, the fields are not  sortable, but this enhancement allows you to see the information stored  in these fields along with a description of what that data represents.
  • The user bulk editor now allows you to assign all appropriate portals to users.
  • Resolved issue of some numeric fields not allowing the pasting of data.
  • Item list views can now be shared with users who have the Manager role.

    Email Processing
  • NoTeamFound email responses can now be avoided by configuring a default  action to take when this outcome is reached. Administrators can choose  to create a request and assign it to one of the default teams in the  setup. This enhancement allows the service desk to pick up requests that  have been incorrectly addressed or aliased and hide this error from the  sender.
  • The Notify Team Leader on New Request option now  also applies to queued requests that are updated while they are still  assigned to a team's request queue. This option results in team leaders  being notified of request updates only if they were notified of the  request's creation. If they opt not to be notified of queued request  creation, they are no longer emailed updates on these queued requests.
  • The CloseRequest email template now allows the addition of custom field data to the message content.
  • Logged emails have been relocated to the Reports section to allow for greater search functionality.
  • Email messages that have a “Failure” status can be used to generate  a request for a technician to follow up and investigate the reason for  the email failure.

    Reports
  • Scheduled report  PDFs that do not contain any data now open correctly and contain a page  advising the user that there was no data to report.
  • Team KPI reports now refer correctly to “Requests” rather than to “Service Requests”.
  • Excel report exports no longer include the name of the user who  generated the report, eliminating some confusion as to which user a  report relates to.
  • The report builder now includes a  Runtime Search option for when an ID field is required, but the user has  no way of knowing the ID of an object.
  • You can now define multiple “where” clauses against the same expression using the report builder.
  • Rooms have been added as a selectable entity in the report builder.

    Teams
  • Teams can now specify a default email locale to control their response  language when one cannot be determined from the customer settings  (instead of defaulting to English, which was the previous behavior).
  • Each team can now have its own “message” content that team members  can embed within email messages that they send out in relation to  requests.

    Dashboard
  • The Service Requests by Item widget once again works correctly and shows the appropriate data.
  • The Incidents by Item widget once again works correctly and shows the appropriate data.
  • The Problems by Item widget once again works correctly and shows the appropriate data.
  • The Change Requests by Item widget once again works correctly and shows the appropriate data.

    Requests
  • During request creation, the Advanced Search on item category fields once again works as intended.
  • Requests created using a quick call once again apply the quick call  values of custom fields (where defined) instead of the custom field  defaults.
  • Customers creating requests using quick calls are  now presented with the option to include customers in the CC field of  the request, just as with manual request creation.
  •   Customers can now manually close a request with the “On Hold - Pending  Approval” status if they prefer not to wait for the system to  automatically close the request.
  • When a request is approved  or rejected, if the technician responsible for moving the request to  the approval status is also a possible recipient of the request after  approval, the approved or rejected request is returned to that user.

    Web Services
  • The Update Item web service now allows you to modify the assigned teams and item type of an item.

    Customer Portal
  • Customers can now define their own language of correspondence through the My Account section of the Customer Portal.

    Surveys
  • Survey questions now permit scores to be added to responses, providing a  faster method of identifying survey results that require follow-up.
  • Surveys now allow you to define a pass mark, and also present the  maximum possible score based on the questions you allocate to the  survey. This enhancement facilitates pass/fail identification among  survey results.
  • Survey results now always partition correctly when you duplicate surveys or reuse questions.
  • Results from Serviced Customers surveys are now correctly allocated to the specific request the survey relates to.
  • Exporting survey results to Excel once again works as intended, and  also correctly includes question descriptions on scale (1-x) responses.
  • You can now exclude specific customers, organizational units, or configuration items from being survey recipients.
  • Survey question response types are now alphabetically sorted to simplify selection.
  • You can now configure the template text that appears in the Customer Portal above the list of surveys a user can complete.
  • You can now break down results for Serviced Customers surveys by teams that provided the service.

    General
  • Public holidays have been modified slightly to allow identification of  significant dates that do not result in a pause of the SLA timers.
  • All scheduled tasks now have a common scheduling definition rather than the three methods presented to users previously.
  • User accounts can now be optionally locked out after three failed login  attempts to prevent brute-force password hacking. The lock-out period  is configurable and is set to 10 minutes by default, and is cleared if  an administrator resets the user's password.
  • You can now  define backout procedures outside the scope of a request, facilitating  reuse of these procedures across multiple change requests.
  • You can now apply optional display restrictions to classifications, which require role access for classification use.
  • If the contracts module is enabled then disabled, requests that had  their status changed to “Pending - No Contract” now revert to the  status they had prior to the contracts module being enabled.

    Installing LiveTime 8.1
    LiveTime  has a universal installer that runs on all supported platforms (see  Minimum System Requirements). This installer requires a 64-bit operating  system, running Oracle Java SDK 7 or later.

    IMPORTANT
    If  you use web services, you need to begin migrating your legacy  applications to the new interfaces (using the underscore prefix) to  prepare for overhauled interfaces in a future release; for example,  “_authenticate()”.

    Upgrading to LiveTime 8.1
    Before  you can upgrade to LiveTime 8.1, you need a valid support and  maintenance contract. If you do not have a support and maintenance  contract, contact your account manager or a member of the HEATsoftware  sales team. For customers with an existing support and maintenance  contract, go to the LiveTime Global Support site at https://service.HEATsoftware.com and log in with your support credentials.

    The Knowledge Base article named Upgrading to LiveTime 8.1 provides instructions for downloading the product.

    IMPORTANT
    To  process various localization routines, upgrading to LiveTime 8.1 uses  the locale of the user who is running the upgrade. Therefore, this  user's operating system must match exactly that of the default messages  stored within the previous version; for example, use the English  operating system when upgrading to solve any problems upgrading the  language files.

    The LiveTime 8.1 Upgrade Guide provides information and tasks on the following topics:
  • how to upgrade from earlier versions to the newest version of LiveTime
  • how to upgrade from LiveTime 6.0 and later versions to LiveTime 8.1
  • post-upgrade instructions for administrators and supervisors

    Contacting HEATsoftware Global Support
    If you have difficulty upgrading LiveTime, contact HEATsoftware Global Support (https://service.HEATsoftware.com) and log in with your support credentials. We welcome your questions, comments, and feature requests. 
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