Release Notes 5.5.2

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all 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.

April 16, 2009

• Added KPI reports for the change management process
• Customer partner list box is no longer limited to 10 partners
• Incident search technician list box is no longer limited to 100 technicians
• Items that have the ‘rollback’ action performed now clearly state this action occurred in the audit trail
• Change requests by status (active) report now shows all requests that are in active status
• Improved error messaging when custom field data changes will cause data layer issues
• Customer updates via web services no longer require the default role to be set to ‘Customer’
• Technicians marked as ‘On Vacation’ are no longer available for request assignment
• Quickcalls with a status set to a lifecycle end point now bypass the analysis screen
• Email update flag now correctly interacts with allow-reopen in Helpdesk
• Prevent email from being sent to the internal system user
• Prevent partner accounts from searching requests by team or technician
• Prevent deleted customer accounts from being edited in alternate tabs causing license issues
• Changing the customer assigned to a request will update the org unit assigned to that request
• Changed default timezone assigned to Ontario, Canada to GMT -5
• Added SLA action history information to request audit trails
• The ‘Ignore Share’ option on an Item Type will now default to ‘Off’ for new Item Types
• Added version information to system report
• Increased the width of popups on customer portal for people using windows explorer
• Added new web services for searching items without customer ownership restrictions
• Incident progress bar now pauses when using ‘on hold’ states and no longer allows an override for due date
• Corrected database schema incompatibilities when run on SQL Anywhere
• Corrected customer RSS feeds when active directory integration is enabled
• Corrected RSS error feeds to return the correct URL when the application is run over https
• Corrected login page URL when livetime runs over https and RSS feeds return an error
• Corrected total cost calculation for time limited subscriptions when billing is enabled
• Corrected article audit trail entries when editing work flow status notes
• Corrected item number validation where customized item numbers contain special characters
• Corrected request auto escalation procedure when SLA support hours are defined
• Corrected localization issue on scheduled reports which would cause generated reports to be corrupt
• Corrected Item CSV import to prevent duplicate manufacturers from being created
• Corrected Item CSV import to prevent global items when the billing is module is enabled
• Corrected Item CSV import to prevent items with no Item Type from being imported as ‘unnamed’
• Corrected Item CSV import to allow items with no manufacturer to use the ‘Unknown’ entry
• Corrected Item CSV import to correctly identify item numbers containing quotes
• Corrected Customer CSV imports to not reset passwords to blank on update (when not provided)
• Corrected item count for ‘My Customers’ Items’ filter for partner roles
• Corrected de-selection of roles when license limit is exceeded
• Corrected due date calculation when an SLA is selected for a request in a workflow entry state
• Corrected due date calculation when applying a per incident contract to a group of requests
• Corrected contract assignment to requests when raising requests via the customer portal
• Corrected the total column in the closed incidents by technician report
• Corrected incident group list rendering performance issue
• Corrected item search during incident creation when searching across all items
• Corrected email log entries for received messages
• Corrected proposed solution searches for item types with hyphenated names
• Corrected null pointer on contract deletion
• Ensure loopback email is an exact match to the from field when reading email

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management (ITSM), help desk and support software for medium to large enterprises such as Verizon, Wellpoint, Pricewaterhouse Coopers and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com