LiveTime 6.5 represents the next generation of HTML5 based ITSM. Along with this release comes unparalleled flexibility and configuration through an intuitive GUI. For those that like to dig a little deeper and roll their own, or extend existing functionality we have added even more Web Service API’s. Here are some of the highlights.

Report Builder LiveTime’s new report builder let’s you design your own reports and share them amongst colleagues. No messing about with third party tools or other report writers. Simply design your own report and save it into the report menus. Once designed, all you need to do is select it from the menu just like any other report. You can even edit the report at any time to tweak the parameters. OpenID authentication LiveTime has also added OpenID authentication to enable customers or even LiveTime users to login seamlessly using their existing Google or Yahoo accounts. You may use any OpenID provider you choose, significantly simplifying the login process. Enhanced Customer Experience LiveTime has always allowed customers and users to navigate the service desk in their language of choice. The latest version extends this to include the communication with customers, by both email and sms. These messages which are sent to customers can now be localized and the communication will be sent in the language of choice to the recipient. Style Sheet Editor LiveTime has also introduced a built-in CSS editor in the latest version to allow administrators total control over the look and feel of the application. Any CSS property can be overloaded and restyled to your needs. Any changes are applied in real time so you can immediately see the results of your work. If you make a mistake you can always revert to the system defaults with a single click. In addition, these changes are automatically preserved across upgrades. Streamlined Team Management Team and User management has been streamlined in this release, across all ITIL processes. Supervisors can now define job function templates based around job descriptions and allocate these to users of LiveTime, allowing instant assignment to all relevant teams and escalations for the job function they are performing.

MSP Groupings Managed or Outsourced Service Providers are now able to isolate customer support within a single system using Special Partner Organizations. This enables any provider to offer services for each new customer with their own portal and allow associated technicians to service only a subset of customers within the overall system. This also allows large organizations to outsource Tier One support to other providers within LiveTime, with rollup into a single system. Rich Text Editor LiveTime’s new Rich Text Editor now lets you style any text within the application like a normal word processor. This is particularly useful in conjunction with Response templates. No more manual HTML styling. The formatting bar contains standard editing capabilities and even includes a built-in spell checker for 12 different languages. Federated CMDB Enhancements LiveTime’s support for CMDB Federation has been enhanced by adding tools to enable automatic association of CI snapshots with existing items. This feature removes the manual work required to associate the various federation sources with particular CI by using data association to identify snapshots that relate to the same configuration item. Templating Even more templating has been added. Not only can you provide standard response templates as before, but this has now been extended to allow parameters within the template, styles (using the new Rich Text Editor) and also responses based on the context of the product type you are working on (CI Type). So messages can now include dynamic parameters that are parsed in real time. For example you can address users by name, or send specific request information such as the priority or the team working on the call back to the user etc. Web Services LiveTime has updated all Web Services to be .NET friendly and now publishes services using an underscore for compatibility. In addition, significant numbers of new services have been added, most notably the ability to call custom services at any workflow state allowing complex interactions between any other Enterprise system from event management through to ticket exchange.