• IT Asset Management
• PC Configuration Management
• IT Help Desk & Service Management
• Business Issue Management

Vector HelpDesk and Issue Tracker, Metaquest Census

This major v6.0 release of Vector Issue Tracker consolidates a broad set of enhancements developed and evolved in real usage over a twelve month period. The enhancements are all included in the parallel v6 release of Vector IT Support HelpDesk solution, based on Issue Tracker. v6 Issue Tracker also represents the next level of technology for users of the Metaquest Census bug tracking solution, and Census users will be offered upgrade to Vector Issue Tracker v6.

Issue and Workflow Management - 1

Enhanced E-mail Workflow and Issue Tracking Automation

The automatic linking of incoming e-mails to users or contacts now supports multiple e-mails per contact. Issue Tracker will recognize when emails are sent from the same contact even if they are sent from different e-mail addresses, such as @company.com and @gmail.com. These e-mails will be linked to the same contact, further facilitating the handling of issues via e-mails.

In addition, Issue Tracker 6.0 can now automatically associate a company to a new contact created via e-mail. When creating contacts from e-mails, the system will look for possible matches among all companies using the domain of the incoming e-mail. If it finds a match, the contact will automatically become an employee of the company.

Increased reliability and efficiency of the e-mail workflows and automation

The performance, efficiency and reliability of the e-mail workflows and automation have been greatly enhanced by the new E-mail Integrity feature, which constantly monitors the e-mail integration performance and accuracy.

Automatic update of issue progress on arrival of e-mails from Contacts

When enabled, this feature will kickstart an issue's SLA whenever an e-mail sent from the contact is received and the issue's escalation is set to "Paused".

Required and Read-Only fields per issue tracking view

Previously, you could only define required fields and read-only fields project-wide, that is, for all Web views. In Issue Tracker 6, you can now configure these per Web view for complete flexibility.

Set issue closure sequence

This new feature allows you to define the order in which issues will be closed in the project. There are multiple options available, among them:

• First-In, First-Out per Contact
  Among all the issues originated from a contact, the oldest issue must be closed first.
• First-In, First-Out per Work Team and Owner
  Among all the issues assigned to a work team and an owner, the oldest issue must be closed first.

New Issue Tracking Workflow Template Type: Hidden Fields

Administrators can now create simple workflow rules that are capable of hiding or showing fields depending on certain conditions, all well supported by the rest of the workflow framework and managed from the Web-based workflow editor.

New Issue Tracking Workflow Template Type: Required Fields

Administrators can now create simple workflow rules that are capable of making fields required, on-the-fly, depending on certain conditions, all supported by the rest of the workflow capabilities and defined by using the Web-based editor.

New Issue Tracking Workflow Template Type: Hidden Tabs

Administrators can now create simple workflow rules that are capable of hiding or showing tabs depending on certain conditions, all working in concert with the rest of the workflow and defined by using a user-friendly Web-based editor.

IT Helpdesk and Web-based Issue Tracking Software | v6 | page 2 »