Naverisk Naverisk 2018 R3 What s New?

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1 Naverisk Naverisk 2018 R3 What s New? October 2018

2 Contents 1.0 Welcome to Naverisk ! Business Intelligence & Reporting Upgrade User Interface Upgrade part New Ticketing & Automation Workflows Project Templates Zendesk Integration - new E-automate Integration - 2 way upgrade Xero Integration - upgrade Quickbooks Integration - upgrade General Platform Improvements & Announcements Agent Stability Ticket Search - Search Description Text Chat - added support for Copy & Paste Information in the Client-side Chat Window KB Articles - Search Improvements Global Projects View Splashtop Remote Control Updates Internet Explorer - No Longer Supported Performance, Stability & Quality Improvements

3 1.0 Welcome to Naverisk ! Naverisk is a complete all-in-one RMM & Service Desk / PSA platform that helps managed service providers (MSPs) and IT professionals to quickly and easily monitor, manage and automate IT services and operations. In this third Naverisk release of 2018, we are excited to share these new features & improvements that will help you be even more efficient and effective in delivering your IT services. We value partner feedback on our roadmap! Our Forum ( ) is the place to share feature requests or usability comments for roadmap consideration. 3

4 2.0 Business Intelligence & Reporting Upgrade Deliver amazing, Business Intelligence based, reports and dashboards to your clients or business. Naverisk 2018 R3 delivers an entirely new, powerful, BI (Business Intelligence) & reporting engine, featuring a drag & drop Custom Report & Dashboard builder. Easily build reports and drill through dashboards through a familiar, excel like design grid with advanced functionality for charts, maps, formulas and powerful formatting. 4

5 3.0 User Interface Upgrade part 1 Phase one of an upgrade to Naverisk s User Interface to improve navigation and usability. This is an evolutionary process (not a revolution), these changes create a platform for the delivery of continuous interface and usability improvements across 2018 and

6 4.0 New Ticketing & Automation Workflows Drive new levels of IT service efficiency with ticketing workflows and automation. As tickets are created, the Naverisk automation engine executes Rules based on ticket attributes. Tickets that require manual intervention by a support technician can be addressed via an integrated documentation (/KB) solution. With one click the documentation library can be searched for articles based on the ticket trigger or content. 6

7 5.0 Project Templates Create reusable, standardised, IT services Project Templates. Project Templates ensure your team consistently completes project work on time, meeting requirements and on budget. Using Project Templates, you can: Start projects with predefined sets of to do tickets therein, with one click. Copy and edit existing Project Templates. Clone Project Templates to sub-clients. 7

8 6.0 Zendesk Integration - new Phase one of the Naverisk - Zendesk integration. Phase one of the integration delivers: New Naverisk tickets create tickets in Zendesk. Updates to Subject, Description, Status (etc.) of the ticket in Naverisk will update Zendesk. Adding, or updating Naverisk Notes will update the Comments of the ticket in Zendesk. Closing the ticket in Naverisk will close the ticket in Zendesk. 7.0 E-automate Integration - 2 way upgrade Naverisk 2018 R3 delivers full 2-way round trip ticketing with e-automate! Tickets can now be updated in either application with any change being synchronized in real time across the platforms. 8.0 Xero Integration - upgrade Improvements to the Xero integration to make it more robust and secure. 9.0 Quickbooks Integration - upgrade Improvements to the Quickbooks integration to make it more robust and secure. Service Dates are now included in the Quickbooks Invoice line items, based on the notes entered in the Naverisk tickets. 8

9 10.0 General Platform Improvements & Announcements We have made numerous and substantial improvements to existing Naverisk functionality, based on partner feedback and requests Agent Stability We ve added further stability improvements to the Agent by extending multithreading on resource intensive tasks Ticket Search - Search Description Text Users can now search for tickets based on the ticket description Chat - added support for Copy & Paste Information in the Client-side Chat Window Copy content to and from Chat windows KB Articles - Search Improvements Users can now search for KB articles across all the clients that they have access to, instead of having to select one client at a time Global Projects View MSPs can now view Projects for their sub-clients by selecting the show sub-clients checkbox on the Projects tab. This behaviour is carried forward for the newly introduced Project Templates tab as well Splashtop Remote Control Updates Updated binaries for the Splashtop Streamer for Mac and Windows. We are in parity with the latest and greatest from Splashtop in terms of their Streamer. The Streamer will update itself Internet Explorer - No Longer Supported In order to support ongoing interface and usability improvements, Internet Explorer is no longer a supported browser. Naverisk recommends using Google Chrome or Firefox for the best experience. 9

10 Performance, Stability & Quality Improvements We know busy MSPs and IT Professionals, above all else, need a solid, reliable, RMM and PSA platform. The 2018 R3 release of Naverisk contains over 60 bug fixes, stability and performance improvements. Key fixes include the following: Fixed: NAS.cfg file getting corrupt on hibernate or sleep mode on ultrabooks & laptops. Fixed: Running script pack as Current user. Fixed: Client tab not working when using detachment link for Ticket. Fixed: Closing the ticket was not popping up the closing notes dialog. We have fixed this to bring the ability to add notes when closing a ticket. Fixed: Sorting by Ticket age in Clients tab was returning empty results. Fixed: Issue with Global ticket search with search terms containing certain characters. Fixed: Incorrect error message when searching for invalid Ticket ID. Fixed: Client agent counts should include counts inclusive of sub-clients. Fixed: Default column sort order for grids within the application is not consistent. We ve set the default sort order for columns to be ascending by default. Fixed: One-time scheduled ticket is not working. This issue was specific to when a ticket schedule is to be executed one time, which is now fixed in this release. Fixed: Show sub-clients in Devices tab not displaying sub-clients devices consistently. This was an intermittent behaviour affecting some of our customers, which is now fixed. Fixed: Scheduling tab not displaying events for past days intermittently when updated. This was an intermittent behaviour only affecting past events being updated, which is now fixed. Fixed: Network bandwidth monitoring generating false alerts. Fixed: File transfer size getting restricted to 8MB. Fixed: Tickets view which is filtered to display open tickets is displaying auto-closed tickets. Fixed: Failing to generate invoices in QuickBooks when GST is for non-us accounts. Fixed: Remote console not working for Current user and Custom user with credentials. Fixed: Tickets view which is filtered for assigned tickets is displaying un-assigned tickets. Fixed: Dashboard not refreshing correctly in time, delivering inaccurate information at times. Fixed: Locations list not sorted alphabetically in dropdown for Device details. Fixed: After changing the schedule for a job, it still appears in the old date/time in the calendar. Fixed: KB articles with commas in the name cannot be viewed, edited or deleted. Fixed: SLA status sorting for tickets grid on Home tab isn t working. Fixed: Sorting files in the Tickets grid doesn t work. Fixed: Entering invalid recipients in schedule job, makes it un-editable after saving it. Fixed: Deleting a cloned job type for MSP ends up deleting job types for sub-clients with same name. Fixed: Cannot edit a ticket with special characters in the client name. Fixed: Ticket history notes grid doesn t load when the Ticket is pinned. 10

11 Fixed: Patch summary / Patch management report generates blank report with default set for All Clients. Fixed: Newly created Ticket displays incorrect Ticket age in the Edit Ticket dialog. Fixed: Can t save changes to Monitored drives under OS Templates. Fixed: UltraVNC in file gets corrupted after agent installation. Fixed: Saving Monitored drives under Availability Monitoring loading doesn t finish. Fixed: Cannot use special characters like ()[+ etc. in the script pack as it kills the ability to edit the scheduled job. 11