What's New in ServiceWise 7.1

TechExcel ServiceWise provides a businesses with a powerful incident and change management solution. Using TechExcel ServiceWise, support organizations may optimize every aspect of their support processes including the management of incidents and events, the company knowledge base and assets, and professional services and service level agreements.

New features and enhancements in ServiceWise 7.0 include:

• Unicode Support
• Microsoft Word Integration
• Event Template Constraints
• User Interface Enhancements

ServiceWise now supports Unicode in the Incident Description, Incident Work Description, Event Description, and all custom-defined multiple-line text fields.

Unicode is a data encoding standard that encourages data accessibility and aims to make data system/software independent.

Once enabled, ServiceWise automatically convert all data tracked in these the database fields to Unicode.

The TechExcel WordLink plugin enables project team members to add merge data fields to ServiceWise document templates from a TechExcel data source into Microsoft Word documents.

A merge field is a placeholder that represents key information about an incident, employee, or asset property value. Merge fields enables support organizations to create powerful document templates that are automatically populated with incident-specific data whenever they are opened in the Knowledge tab.

Once enabled, the TechExcel WordLink tool bar is displayed in the Microsoft Word client and the TxWorkLink dropdown list is displayed in the menu bar.

Using the controls in the tool bar, project team members may add incident, employee, and asset information or manage the data captured in the document.

The TechExcel Microsoft Word plugin is compatible with Microsoft Word 2000 and 2003.

In ServiceWise 7.1, the Close Status, Close Description, and Sub-Status system fields may now be displayed as read-only fields in the Employee Web Portal.

The Close Status, Close Description, and Sub-Status fields provide the employee more information about completed incidents.

Using controls in the Field Access Control page, project administrators may define fields as Visible and Read Only.

In ServiceWise 7.1, the Incident ID field may now be displayed in the FormWise list report.

By including the incident ID in the report, ServiceWise facilitates understanding of customer feedback forms that are related to specific incidents.

In ServiceWise 7.1, all interproject action, interproject action automation, and status automation configuration settings may now be backed up and restored with other project settings.

In ServiceWise, 7.1, event constraints enable support organizations to limit the number of events that may be open for each employee or incident on a template-by-template basis.

Open event constraints ensure that only one event based on a specific event template may be open at any one time.

ServiceWise supports three options:

• Allow one open event based on an event template per incident
• Allow one open event based on an event template per customer/employee
• Not enforced: Multiple open events supported

ServiceWise 7.1 features an enhance GUI in both the Windows and web clients.

• New and improved web images, search buttons, and email buttons in the web client
• Improved Parent-Child link icons clearly indicate if an incident is the parent or child incident in a parent-child link.