We would like to announce a new version of HarePoint HelpDesk - the solution that allow you to run an efficient ticketing system on SharePoint 2016, 2013 and 2010 sites. There are two great new features in the presented version.
First of all, we have added a parser for incoming messages, allowing the filling of query form fields using text expressions.
By default, when a request is created based on an e-mail, only Subject, User and Description fields are filled automatically. Now it is possible to configure processing rules to have other fields filled automatically as well. In particular, this ensures the requests can be immediately auto-assigned, or corresponding SLA rules applied, while without the processing rules this will happen only after the HelpDesk technician assigns the request or fills out the missing fields manually. So now the you can save the time of ticket creation and also improve logic of the process.
Secondly, we applied a setting for required fields for different groups of users (Technicians and Users). Previously Helpdesk automatically tool the mandatory fields from the list settings – then being the same for users and technicians. Now the settings can indicate differing mandatory fields for one group or another.
The detailed description of this feature is available in the Product Administrator Guide.
There are a range of other small improvements and fixes also, the full license is available on the Product Version page.
You are welcome to get the new version of the product at the HarePoint HelpDesk for SharePoint homepage.