As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers. LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

January 13, 2012

Miscellaneous

• Various issues with Item CSV imports have been corrected
• The rich text editor is now compatible with the Norwegian Bokmål locale
• Login page localization issue when using Internet Explorer has been resolved
• SLA Timezones will now correctly updated when editing multiple SLAs consecutively
• Internal SLA Action dates (escalations and notifications) have been further refined
• Various performance enhancements have been made to the customer portal
• AD/LDAP post synchronization report will once again be formatted correctly
• AD/LDAP import of email aliases will now work correctly for new users
• Customer web service has been modified to better cope with org unit assignment
• Resolved event calendar issue when using Oracle and Sybase Enterprise databases

Detailed Release Notes 6.5.5 - 267.83 kB pdf

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers. LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

November 14, 2011

Requests

• Notification for queued requests generated from the customer portal will also send to the team leader
• Quickcall templates set to use a deleted technician will now cause the assignment logic to execute
• Changing the Item from Unknown will recalculate the request due date
• Duplicating an escalated request will now assign to the correct layer
• Viewing the full note content will now show the Author, along with the time & date the note was entered
• Replying to notes will now apply the email options correctly

Email

• Notes with no notification options set will save correctly irrespective of notification settings
• The ‘No Account’ message will now appear to come from the team to which it was sent
• The ‘No Contract’ message will now include the the request summary table

Miscellaneous

• The 3 vacation limit per 6 days will now be applied correctly
• Invoice Unit Count will no longer contain incorrect 0 unit counts
• Service Achievement by Technician report will no longer give an error when executed
• Creating items will work correctly when old SLA’s are assigned
• Creating customers via .NET web services will now work as expected
• Public Knowledge Template content will now apply the message contained in the Content section

Detailed Release Notes 6.5.4 - 266.46 kB pdf

LiveTime 6.5 includes more than 100 new features and 200 customer requests and represents the industry’s first HTML 5 based ITSM solution. The main themes of this release were Reporting, Localization and Tenancy. LiveTime now includes a custom report builder for designing any report, supplementing LiveTime’s extensive array of existing reports. These reports can be shared with other roles within the system and inserted into the menu for quick access. Please refer to the starter guide for examples of building your own reports.

In addition, this release is fully localized in 11 languages, including a spellchecker and new Rich Text Editor. It also includes an editor to modify key terms throughout the application and across each locale. Lastly, LiveTime has now added Multi-Tenancy across all partner roles so that MSP’s can use a single instance of LiveTime to provide support across multiple organizations as if each had their own service management solution. This includes full rollup to the master organization when using leveraged technicians.

For a description of other new features please refer to the what’s new page.

Service Updates

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

October 11, 2011

Contracts & SLA’s

• Request due dates will no longer be set ‘after hours’ when exiting an ‘on-hold’ state
• SLA’s will now validate that that the support hours are not ‘closed’ for every day
• SLA Targets editor enhanced to prevent the rare case of presenting the user with duplicates

Email

• Notes with no notification options set will save correctly irrespective of notification settings
• The ‘No Account’ message will now appear to come from the team to which it was sent
• The ‘No Contract’ message will now include the the request summary table

Requests

• Partner visibility of requests has been further refined to apply to grouped requests
• It is now possible to search for requests by the first name of the customer
• My Tasks search screen will now only show ‘Workflows’ if a process is selected
• It is now possible to search for queued requests within a team with the queue enabled
• ‘Open’ Date & Open Time will now base themselves around opening hours of the SLA

Miscellaneous

• The iPhone Dashboard will now correctly render when LiveTime is run against a SQL Server database
• Customer portal self-help contents are once again sorted by search relevance, rather than age
• CTI ‘LookupCustomer’ will now also find technicians that have the customer role
• Attachment tab in the Item Details screen now shows the number of attachments
• Refinements made to enhance indexing performance and file management
• Out of office email subject line parsing is no longer case sensitive

Detailed Release Notes 6.5.3 - 274.09 kB pdf

LiveTime 6.5 includes more than 100 new features and 200 customer requests and represents the industry’s first HTML 5 based ITSM solution. The main themes of this release were Reporting, Localization and Tenancy. LiveTime now includes a custom report builder for designing any report, supplementing LiveTime’s extensive array of existing reports. These reports can be shared with other roles within the system and inserted into the menu for quick access. Please refer to the starter guide for examples of building your own reports.

In addition, this release is fully localized in 11 languages, including a spellchecker and new Rich Text Editor. It also includes an editor to modify key terms throughout the application and across each locale. Lastly, LiveTime has now added Multi-Tenancy across all partner roles so that MSP’s can use a single instance of LiveTime to provide support across multiple organizations as if each had their own service management solution. This includes full rollup to the master organization when using leveraged technicians.

For a description of other new features please refer to the what’s new page.

Service Updates

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

September 13, 2011

This is a security release of LiveTime 6.5 and is recommended for all users.

Security

• The login page prompting for a logout of an existing session returned the password in the html

HTML 5 Compatibility

• Various issues relating to HTML 5 element name clashes have been resolved
• Fixed compatibility with IE7 and IE8 and Rich Text Editor

Contracts

• ‘Support hours by month’ contract type correctly handles the rollover day chosen by the user

Email & Notes

• Replies when adding notes to closed requests no longer strip formatting from returned content
• Audit trails relating to proposed solutions have been tidied up and now accurately report recipients
• Item assignment using subject line tokens will correctly identify alphanumeric item numbers
• The bulk incident editor allows notes to be added to grouped requests
• Sending a message to only the Technician CC will be processed correctly
• System generated emails in response to note additions now function as they did in v6.2

Localization

• Object summary tables are now provided for all languages
• Database selection screen now has a localized version of the ‘cannot open connection’ message

Detailed Release Notes 6.5.2 - 262.31 kB pdf

LiveTime 6.5 includes more than 100 new features and 200 customer requests and represents the industry’s first HTML 5 based ITSM solution. The main themes of this release were Reporting, Localization and Tenancy. LiveTime now includes a custom report builder for designing any report, supplementing LiveTime’s extensive array of existing reports. These reports can be shared with other roles within the system and inserted into the menu for quick access. Please refer to the starter guide for examples of building your own reports.

In addition, this release is fully localized in 11 languages, including a spellchecker and new Rich Text Editor. It also includes an editor to modify key terms throughout the application and across each locale. Lastly, LiveTime has now added Multi-Tenancy across all partner roles so that MSP’s can use a single instance of LiveTime to provide support across multiple organizations as if each had their own service management solution. This includes full rollup to the master organization when using leveraged technicians.

For a description of other new features please refer to the what’s new page.

Service Updates

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

August 29, 2011

Maintenance contracts

• Contract hierarchy is once again consistent with SLA hierarchy rules
• Added a report that lists contracts by end dates, under the Service Agreements section
• Added new ‘Support Hours by Month’ contract type and integrated with existing contract features
• Added contract utilization audit details, under the new audit tab of a contract

Localization

• Parameter labels in the content editor will now render in the language of the user
• Email parameters will now work as expected in localized messages
• The content of ‘RequestReassignToPrefix’ now updates correctly
• Localized content has been synchronized in all language files

Email / Notifications

• When using the item number as part of request creation, that segment of the subject will be dropped
• Refined recipient lists for all request email notifications to avoid duplication
• The request id is once again available as a parameter without a hyperlink around it
• Request link parameter has been added to allow a link to be used for the request id
• Team notify on new and notify on update will now work correctly for all request emails
• Request notifications intended for all owners will once again go to all owners
• HTML emails for approval reminders will now render the tags correctly
• The new ‘Notes’ parameter for request emails will no longer send private notes to customers
• Email subjects will once again correctly populate the request subject during request creation
• Standalone change requests will now notify the customer based on the notification settings
• The instance prefix can once again be set to an empty string
• When creating a request via email, the cc’d recipients will once again be added to the request cc list
• When creating a request via email from an email alias, the alias will once again copy into the cc field
• Error response when attempting to update a closed request now function correctly
• It is once again possible to send emails only to the CC list when adding a note

Knowledge Management

• Surveys for specific customers will now send individual emails to each recipient
• Creating a knowledge article from a solution now works as expected

Customer Portal

• The ‘Service Catalog’ message now uses the ‘My Services’ content rather than being hard coded
• Help link on the ‘Self Help’ page now directs customers to the self help topic

General

• UNC paths will once again render correctly
• Rich Text Editor component has had several issues resolved for IE 7 and 8
• Various issues relating to public holiday handling have been resolved
• PDF and Excel request exports will once again correctly render hyperlinks
• Report layouts and date formats have been revised
• On-Hold Process Escalated is once again not available in HelpDesk
• Chat requests will now be processed correctly and not immediately cancel when accepted by a technician
• Reports with Timezone dependencies have been adjusted to cope better with cross time zone data
• Logging a user out as admin will now correctly remove them from the active sessions list

Detailed Release Notes 6.5.1 - 269.65 kB pdf

LiveTime 6.5 includes more than 100 new features and 200 customer requests and represents the industry’s first HTML 5 based ITSM solution. The main themes of this release were Reporting, Localization and Tenancy. LiveTime now includes a custom report builder for designing any report, supplementing LiveTime’s extensive array of existing reports. These reports can be shared with other roles within the system and inserted into the menu for quick access. Please refer to the starter guide for examples of building your own reports.

In addition, this release is fully localized in 11 languages, including a spellchecker and new Rich Text Editor. It also includes an editor to modify key terms throughout the application and across each locale. Lastly, LiveTime has now added Multi-Tenancy across all partner roles so that MSP’s can use a single instance of LiveTime to provide support across multiple organizations as if each had their own service management solution. This includes full rollup to the master organization when using leveraged technicians.

For a description of other new features please refer to the what’s new page.

Deprecation Notice

Please note that with the addition of LiveTime’s built-in report writer in version 6.5 we have deprecated the Pentaho Report Writer. This will be removed in subsequent versions. We suggest that any custom reports you have designed are now migrated to LiveTime’s report writer.

LiveTime has removed support for IE 6 as of 6.5 and requires Java 6 for the runtime environment. Future versions will require a minimum of IE 8. All other browser support remains the same.

Important notes for Active Directory Users

Usernames are derived from the UPN in Active Directory rather than the legacy and now deprecated NT logon name. This has been necessary in order to support Windows Server 2008 and future versions of Active Directory as recommended by Microsoft.

If you are currently using the old ‘NT’ style logons we recommend you change the equivalent UPN to match or just login to LiveTime using the new UPN name, as the old style is no longer supported. Further details can be found in the troubleshooting section of the AD-LDAP Guide from LiveTime.

Upgrading to LiveTime 6.5

For existing users of LiveTime 5.x or 6.x, a database upgrade will be required. Please follow these steps:

1. Stop LiveTime
2. Backup the current database, LiveTime.war and application banners (to reload after upgrade)
3. Install the new version of LiveTime
• If using the installer:
• Run the uninstaller to remove the old version
• Run the installer to install the new version
• If installing manually using the WAR file:
• Stop the servlet container and delete the old deployment folder
• Install the new WAR file for LiveTime v6.5
4. Start LiveTime
5. At Database Configuration page, enter the database details
6. Click Test to ensure the database connection is correct
7. Click Schema
8. Click Upgrade, followed by the next Upgrade button
9. Once the migration is complete click Save
10. When the upgrade is complete, the license page is displayed.

Oracle RDBMS Users Please Note. When upgrading an Oracle database, a restart of LiveTime is necessary after the database has been migrated and login page displayed.

Important notes for Informix RDBMS Users. If upgrading from LiveTime v5.x.x, you will need to first upgrade to LiveTime v6.0.x, and subsequently upgrade from LiveTime 6.0.x to LiveTime v6.2.x, and then to LiveTime 6.5.x.

After the upgrade the Administrator must:

• Re-upload application banners. Go to Setup > Customize tab. Due to banners having to be served by the web server rather than the LiveTime Application, these currently aren’t preserved between upgrades.
• Verify the new options are defined as per the service desk requirements. The ‘Terminate Active Session’ option located in Setup > Privileges > System, which will allow users to logout sessions they have in-use elsewhere, rather than having to ask an Administrator to log them out. The ‘Allow Unknown’ option located in Setup > Privileges > Requests, which if set to ‘No’ will force technicians to assign a real item to requests that are created before allowing them to save changes made to that request.
• Review the email template messages and ensure they have been successfully upgraded. Localization has been extended to cover email messages and as such, all users will receive correspondence templates in the language assigned to their account. This doesn’t translate the message content itself, so if a single language is desired, all accounts should be set to use that language.
• Update the labels for Priority, Urgency and Impact to reflect the needs of the Service Desk. Navigate to Setup > Localization > Content, select the primary language and ensure the Priority, Impact and Urgency labels are defined as required.

After the upgrade Supervisor users should:

• Navigate to Users > Teams and review the configuration of Service Request and Change Teams. LiveTime v6.5 has streamlined the way technicians are assigned to workflow states for these processes. Previous versions of LiveTime allocated technicians, individually, to various states in the workflow. These settings have been preserved, by emulating the new model, using the old configuration. Groups of technicians can now be defined, that are common to particular workflow states and allocated as a group to the states that apply to them. It is no longer possible to assign individuals to a workflow state outside of this structure. A Change Management workflow might have (for example) design, build and re-work phases, all of which are assigned to the same people. These people can now be collected into a development group, and this group assigned to these states. As time passes, staff changes become a matter of changing the group as new developers come and go, without having to fish through all the workflow states a person needs to be added to or removed from.
• Define User Assignment Templates (if desired). This new feature in LiveTime v6.5 builds on the change listed above, essentially by allowing the definition of job functions as a template. This allows an organization to build assignment templates based on the position a person has with the support organization. A front line support person might be assigned to layer 1 of all support teams, so a ‘Layer 1 Technician’ template can be constructed such that new accounts can be assigned the template at the time of creation, removing the need to assign the user to teams individually.
• Review the changes to Partner accounts, and the newly created Partner Organizations. Partner Organizations are a new concept in LiveTime v6.5 allowing partners to be grouped together, working for a partner organization. This allows several partner accounts access to the same data, provided they work for the same partner organization.
• Review the knowledge base content and reformat any articles by the change to the rich text editor. This rather time consuming task is likely to be necessary for organizations formatting articles using whitespace (carriage returns). The new rich text editor formats content into HTML, but to parse this during the upgrade would potentially introduce more problems that would be harder to locate, and make the upgrade take far longer.

New Features and Enhancements

ITIL version 3.0

• Knowledge base articles can now be applied as solutions to requests
• Knowledge base article attachments now have public and private flags
• Knowledge base article creation will now be a technician decision when defining the solution to a request
• A new technician privilege has been added (Allow Unknown) which if turned off, will force technicians to change the item from Unknown before allowing them to save any changes to a request

Localization

• Buttons and Tabs within LiveTime can now be localized
• Urgency, Impact and Priority labels can now be localized
• Custom field labels can now be localized
• Email Messages and SMS Messages can now be localized

Customer Portal

• Customers can only use Quick Calls for items they own, or Quick Calls with no item defined
• A ‘Done’ button has been added to the customer portal to allow returning to search results
• Customer Privilege in the setup added to allow the edit/create to be process based
• There is now an RSS Feed for each of the panels in the self help section
• A modal window has been added to the request view to show all notes
• Configurable messages added for Self Help, Requests and Items sections

Configuration Management

• Categories now have fields to help AMIE auto-associate snapshots with existing CIs
• The Unknown Category (and hence Unknown Item) are now regarded as Services
• AMIE imported items can now have the default state defined in the XML mapping (DEFAULT_STATE)
• Ownership information can now optionally ignore domain information contained in usernames

Requests (Service Requests/Incidents/Problems/Change Requests/Deployments)

• Print Views now include public/private flags on notes
• Print Views now include solution content (if defined) at the end of the output
• Helpdesk once again allows access to the contract tab to deal with Cancelled-Unpaid requests
• Proposing a solution from the analysis tab will now add a note to reflect what the customer was sent
• Searching in the Home tab can now be performed across processes, by clearing the process popup
• Request Editor will now show the title of the customer (when titles are enabled)
• Attachments on request notes are now downloadable when reading the note
• New technician privilege added to allow technicians to update closed requests
• New technician privilege added to force technicians to enter a subject when creating requests
• Duplicated requests will now be treated as new requests, with their own time stamp
• It is now possible to propose solutions for Service Requests
• Quick Calls can now be scheduled on a bi-weekly (fortnightly) basis
• Paging buttons have been added to the request notes pane

Service Level Management

• The SLA/OLA/UC lists each now contain search functions
• Surveys can now be conducted on behalf of a customer, to allow for phone surveys to be conducted
• Serviced Customer Survey emails now contain a link to the relevent request for customer reference
• Direct links to surveys are now included in the survey editor so this can be copied into other messages
• CSV Item Imports can now create maintenance contracts when the contracts module is enabled
• If a known customer completes a survey, they will now be optionally sent a configurable thank-you email

Reports

• A report builder has been added to allow users to create their own reports
• Reports section has been reworked and many reports have moved

Web Services

• Outbound Web Services can now be configured in request workflows and item lifecycles
• Web Services implementation extended with new interfaces for .net support
• findOrgUnitById method added to the Organization web service
• findItem method in the Item web service now allows searching
• getRequestDetail now denotes approval states with an identifier flag
• updateRequest method now allows status updates to be processed for approvals
• Microsoft .NET friendly versions of the web services have been added. These are named with an _ (underscore) prefix to identify them separately to the legacy versions. These have typed return values but otherwise function identically to the java axis versions.

Email & SMS Processing

• CC lists on requests have been split into customer cc’s and technician cc’s
• SMS Messages are now configurable in the Email Setup, under Messages
• An SMS template has been created to represent each of the email messages sent previously
• Date Format is now a parameter that can be included or excluded from email summary templates
• Emails resulting in request creation messages will add any other recipients to the customer cc list
• New note flag is now set on a request for any message received not from the assigned technician
• The ‘Instance’ prefix for email processing (for identification of multiple instances) can now be disabled

Usability

• Org Unit Items tab now contains clickable IDs
• A search page has been added to the teams list
• A minimum relevance can now be defined in the setup and is applied for knowledge base full text searches
• Alerts that refer to requests/knowledge/slas now contain a link to those items for easy access
• The next occurrence of a scheduled quick call will now appear in the event calendar
• Templated Request Responses can now be defined at the Item Type level
• When adding an attachment to a note, these can now be marked as private
• A new editor has been added to allow Request Groups to be ‘merged’
• Alerts can now be paged through when accessing alerts from the alerts list
• Technicians attempting to login from a second workstation will now be given the option of terminating their existing session or waiting for it to timeout

Other New Features

• Request groups now have a status tab so the state of all requests in the group can be seen at a glance
• The log file export now contains system & license information to expedite processing of support queries
• Filters can now be created and shared amongst members of a specific Team
• The Tomcat Temp Folder will now clear itself during email attachment processing
• Partners have been re‐worked to function as Partner Organizations, which Partner users are now assigned to

Notable Customer Requests addressed in this release

Many of the new features were inspired by customer requests relating to existing features. In addition to those customer requests addressed by the changes above, the following were also incorporated into this version:

(CR 1009903)
The recurring costs field of a CI now allows decimal values

(CR 1010132)
When adding a user to a team (in the user editor) a checkbox has been added to add the user to layer 1 of that team

(CR 1010163 / I 1010160)
A new column has been added to request views to shows the source of the request

(CR 1010423 / I 1010408 / I 1011161)
The Request Queue will no longer include closed requests

(CR 1010506 / CR 1006491 / I 1010505)
Surveys questions now have a response type of ‘Yes/No’, without an undecided option

Detailed Release Notes 6.5 - 291.22 kB pdf

Mobility Release

LiveTime 6.2 represents the next phase of LiveTime’s Mobile interface and is the minimum requirement for LiveTime’s native mobile clients for the iPhone, iPad and Android platforms. On Demand customers will be automatically upgraded to this version during the next maintenance window and Virtual appliance customers can use the Upgrade option to automatically apply the new version.

Service Updates

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

February 22, 2011

AMIE

• ZENworks on Oracle will now correctly process the hexadecimal database keys when querying asset data

Reports

• KPI Metric for ‘raised from customer portal’ will now correctly exclude all requests created via email

Requests

• Changing the item associated with a request will correctly update the service level when using CI shadowing
• Changing the item associated with a request will now correctly update the technician when the team changes
• Group templates that start with a service request will now correctly spawn the subsequent tasks in sequence
• Change/Service request quick calls starting in approval states now correctly process the manager approvals

Detailed Release Notes 6.2.1 - 275.63 kB pdf

LiveTime 6.2 represents the next phase of LiveTime’s Mobile interface and is the minimum requirement for LiveTime’s native mobile clients for the iPhone, iPad and Android platforms. On Demand customers will be automatically upgraded to this version during the next maintenance window and Virtual appliance customers can use the Upgrade option to automatically apply the new version.

Please note that this version requires a schema update, so please press the upgrade button on the initial database screen before saving the connection information.

Service Updates

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

January 10, 2011

Database platform support

• Database schema change to improve compatibility with Oracle databases

Web Services

• Various extensions to existing web services to support the native iPhone client
• findIncident service will no longer return Change Requests
• getRequestDetail will return regardless of the Item criticality setting
• getNextStates added to ease web service lifecycle management of requests
• getMyFilters added to allow retrieval of filters the logged in user could access
• getMyTaskCount can optionally take a filter ID to return the count for the passed filter
• getMyTasks can optionally take a filter ID to return the requests that match the passed filter

Service Level Management

• Requests will no longer get stuck in un-editable states when Underpinning Contracts are used
• A new series of reports – Breach Information By Team – has been added for various processes

Service Delivery

• Closing the last ‘Active’ Incident in an Incident Group containing service requests will now cascade that closure through the linked service requests and close these as well
• Team edit restrictions have been eased to allow request fields for workflow and team assignment to be edited by technicians entering requests until the save button is clicked, at which point the team rules will take over.
• Request Queues optimized to deal with both Incidents and Service Requests
• Duplicated requests will no longer inherit the status of the request it is a duplicate of

General

• Service Category check-box will no longer un-check itself in response to certain user actions
• Notes will no longer incorrectly mark themselves as sent to the customer when not sent at all
• Users and Customers will always appear in the appropriate lists, regardless of default portal
• Customer portal priority labels will now reflect the values in the Technician portal
• Request ID’s in reports from Oracle databases will no longer display as decimals
• When a request is created, the ‘last action’ field will now be set to the creation date
• Excel and PDF exports of Change Requests will now use the correct date format
• Requests created by email will now list the original email recipients in the audit trail
• Workflow diagrams will once again correctly update when making changes
• Open/Resolved by Technician report now covers all request types
• New line handling within emails has been optimized
• Rejected solutions are no longer retained

Detailed Release Notes 6.2 - 267.78 kB pdf

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

November 10, 2010

Performance

• My Tasks filter has been optimized for performance on large lists
• Request Queue filter now can be selected for Service Request Teams using the Request Queue

Request Notes

• Notifications of new content are now applied consistently regarding shared requests
• Notes that would not be visible to customers when added via email are now marked private
• Draft notes will now update with a click of the draft button (save no longer required)
• Checkboxes for notes audience will now not appear if they don’t apply to the note being sent

Internationalization

• French language file has been re-encoded to UTF-8

Group Templates & Quickcalls

• Group template descriptions no longer drop line feeds when not in edit mode
• Groups generated using group templates include the group description in the component requests’ description
• Quickcall SLA matching has been refined to prevent incorrect validation messages regarding workflow states

General

• Corrected typo in the Contract Created default email template
• Enter keystrokes in email processing are now parsed for different mail clients
• Adding attachments to requests in the customer portal will now restart the SLA timers for on-hold requests
• Workflow diagram now correctly refreshes when a state is updated
• Several context sensitive help links have been updated
• eDirectory OU’s containing space characters will now import correctly
• Custom fields set to store dates now render using the users preferred date format
• Fixed Open Date filter elements to display the SLA Open Date rather than created date.

Detailed Release Notes 6.1.4 - 247.61 kB pdf

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

October 4, 2010

Requests

• Technicians can once again see the ‘new’ button in the Customers requests list
• Change Requests for partner clients will adhere to the team approval structures
• Approval notes against Change Requests now show the correct audience
• Force analysis option no longer applies to Problems or Change Requests
• Classifications editor now correctly parses the charset LiveTime is configured to use
• Linking an Incident to a Change Request will now result in the correct technician being assigned
• Service Level Managers will no longer receive notifications of every escalation and de-escalation event

AMIE

• Deleted categories with identical names to non-deleted categories are now properly ignored
• Repositories accessed via FTP have had compatibility with various types of FTP servers added
• Express Metrix 9.5 has been added as a supported Asset Management Server

Portals

• If Request Fulfilment is licensed, the Customer Portal request creation will focus on Service Request
• Searching for company shared items by item number will now return all items the user is assigned to
• Customers can no longer search for the Unknown Item by ID and raise requests against it

Service Levels

• SLA Thresholds no longer factor in work performed after hours as part of the SLA Time calculation
• SLA Active flag can no longer be activated on a state if the SLA Resolution flag is active

Web Services

• Customers can now close their own requests when logged in to the web services gateway
• SLA assigned to requests raised via web services is now consistent with the rest of the application

Detailed Release Notes 6.1.3 - 260.07 kB pdf