On Tuesday, February 18, 2003 the following changes will be in affect on our c.Support system.

C.Support performs Help Desk and customer support functions as well as facilitating U-wide campus collaboration and communication.

Asset Management

• The Asset Scan feature: Designed to work with any network-attached Windows Management Instrumentation (WMI) compliant machine. It will instantly scan and record PC hardware and software.

Incident Management

• The SINC feature has been expanded to allow you to associate open incident tickets with an open SINC ticket from any incident view. The associated tickets will become child tickets to the SINC ticket.
• A field on the Basics tab on the Incident Management Configuration document that enables automatic closure of parent tickets when the status of the last child ticket changes to closed.
• Due to design considerations, the History - Support Rep Menu option has been removed from the Incident Ticket screen.

Knowledge Management

• The knowledge approval process feature was enhanced to include a notification sent to the author when a knowledge entry is declined.
• Print and Spell check options were also added to the Knowledge Base approval processes.
• The ability to provide feedback on an Knowledge entry has been added to the bottom of the Knowledge Entry screen when published knowledge entries are viewed. This allows for knowledge browses to comment on old or incorrect knowledge base entries.

c. Support Reporting

• The Export Utility has been expanded to allow export data from most c.Support databases. Previously only the Incident Management database was included in this reporting method.

c.Support Portal

• The Headline frame has been removed for performance reasons.