What's New in LanSupport 5.4

LanSupport 5.4 adds a slew of new features that should greatly improve your service desk's operations. All the new features listed here are obtained primarily from you, our customer and some from our internal aspirations to properly align LanSupport with ITIL's incident management requirements.

Here's what to expect:
 

1. Fully customisable checklist / scripts. (hot)
   You can now fully customise checklist questions and answers and you can now even specify how it shall be displayed, it's data type and whether it must be answered or not. This feature also incorporates custom lists, allowing you to specify custom data that can then be linked to a call script item.
2. Clients must answer checklist items before logging an issue
   If a particular service issue has checklist questions specified, a client logging a call for that service issue must answer the questions before being allowed to proceed. This ensures that the person handling that issue has the correct information directly from the client.
3. Clients can print checklist items (hot) 
   Once a client has logged an issue, he/she can now print the checklist questions and answers. This should virtually eliminate all manual form processing within any organisation
4. Notification on Client Attaching Files
   Should a client attach a document to your call, you will now receive a notification. In addition, the document is attached to the email.
5. Improved Filtering on the Master Call List
   The master call list can now be further filtered by service. We've added a toolbar at the top that displays all the services and corresponding call totals. Clicking on a service allows you to view only issues in that service.
   In Addition, you can now specify Amber & Critical call count levels. These will help you gauge the severity of an incident if a service has an unusually high no. of calls.
6. View Calls you have created, regardless of their unit
   You can now view calls that you have created, regardless of the unit they are in. This is especially useful to helpdesk operators that wish to monitor issues they have logged & assigned to a resource in a different unit.
7. Faster Selection of Clients when logging issues
   We've completely removed the previous client search list and replaced it with a single text area that allows you to search for a client when logging a call without opening a new window.
8. Additional filters
   We've also added auto-suggest search fields for system users and other miscellaneous. fields.
9. Faster Attachment Viewing
   You can now quickly view a call's attachments without having to download them. Useful for easily viewable documents such as pdf's and images.
10. Clients can view services
    Clients can now view all services that are available to them. We recommend that everyone update the terms and conditions that apply to each service as clients can now use this as their reference point when logging issues.
11. Appearance Customisation
    You can now customise the appearance of LanSupport (colors and images).
12. Others
    Clients can further filter services by selecting the business unit first.
    Additional security has been added to each page to detect and prevent non-admin personnel from viewing sensitive data.
    Performance improvements in the service manager.
    Other bug fixes etc.

1. Use the automatic update tool (requires an internet connection). To launch it, logon to your server, and run the application. Start > Synergy-Pro Software > Synergy-Pro LanSupport > Tools > Check for Updates. The update application will download and install the update. Once you launch LanSupport, a maintenance cycle will run that will update your database to version 5.4. Update size will vary from 4Mb-40Mb depending on what version of LanSupport you currently have.
2. Get an offline update. Contact us and we'll send you the download link with instructions on how to perform an offline update.

Finally, below are some screenshots of some of the changes in 5.4

1. The Master Call list with the new tree style filter for business units.



2. The Master Call List with the new service filter. Red indicates that the calls for that service have exceeded the set preset 'Critical' level for that service.



3. The new setup for checklist items. Allows you to select the question type (Date, Number etc) and the display type (checkbox, radio list, drop or down list). Selecting checkbox allows for multiple item selection.