Nilex Release manual
Latest change 2015-07-31
Version 8.93.3001
Nilex i Helsingborg AB
Östra Sandgatan 12
S-252 27 Helsingborg
Sweden
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Fax:
E-mail:
+46 42 18 00 50
+46 42 21 07 76
[email protected]
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Nilex 8.93.3001 – Release manual
Content
1 NEWS IN SUMMARY ............................................................................................................................... 2
2 COMMON .............................................................................................................................................. 5
2.1 NEW FIELDS IN REGISTRY PARTS ................................................................................................................... 5
3 NILEX HELPDESK ..................................................................................................................................... 6
3.1 COMMON ................................................................................................................................................ 6
Pictures in mail ............................................................................................................................ 6
Limit attachment size .................................................................................................................. 6
3.2 HELPDESK LIST .......................................................................................................................................... 8
Mail filter in Case overview ......................................................................................................... 8
Database polling .......................................................................................................................... 9
3.3 CASE FORM ............................................................................................................................................ 10
Toggle panel size ....................................................................................................................... 10
VIP user ...................................................................................................................................... 10
Description field in separate window ........................................................................................ 11
3.4 ACTIONS................................................................................................................................................ 12
Access for creating Action templates ........................................................................................ 12
3.5 CASE E-MAILS ......................................................................................................................................... 12
Spell checking ............................................................................................................................ 12
3.5.1.1 Settings .............................................................................................................................................. 12
3.5.1.2 Using spell check................................................................................................................................ 14
3.6 CASE LINKING ......................................................................................................................................... 15
Status “Ready to close” on head cases ...................................................................................... 15
4 NILEX MAIL SERVICE ............................................................................................................................. 16
4.1 UNKNOWN SENDER ................................................................................................................................. 16
4.2 SMTP NOTIFICATION TO HANDLER ............................................................................................................. 16
5 HD-MOBILE .......................................................................................................................................... 17
6 WEB APPLICATIONS ............................................................................................................................. 19
6.1 NILEX WEB ............................................................................................................................................ 19
Spare part fields ......................................................................................................................... 19
6.2 NILEX SELF SERVICE ................................................................................................................................. 19
Case list headers ........................................................................................................................ 19
Mail template survey invite ....................................................................................................... 20
6.3 WEBORDER ........................................................................................................................................... 21
Vendor product template .......................................................................................................... 21
Link between Case category and product .................................................................................. 22
Change order responsible .......................................................................................................... 22
6.4 KNOWLEDGE BANK .................................................................................................................................. 23
Limit text length......................................................................................................................... 23
Size popup window .................................................................................................................... 24
Article for update ....................................................................................................................... 24
Notification article update......................................................................................................... 24
Chapter 1: ”News in summary”
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1 NEWS IN SUMMARY
Version 8.93.3001
Chpt.
IMPORTANT INSTALLATION INFORMATION
Read all instructions and additional information in this release
manual.
Update database:
1. Make a complete backup of your database and save it
2. Run NilexUpdatePack 8.93.3001. This updates Nilex-databases for program version 885 and newer.
ALLMÄNT
•
New fields in the Common registry Parts: “Purchase Price” and
“Article no., supplier”.
2.1
NILEX HELPDESK
•
Setting for VIP user popup.
3.3.2
•
Enhance readability by hiding the case form left panel and/or
the top part of the case form main page.
3.3.1
•
Enhance readability in the case form descriptions fields by open
them in a separate window using right-click or Ctrl+W
3.3.3
•
Filter out NMS mails from Case overview.
3.2.1.1
•
Deleted case mails are not visible in Case overview
3.2.1.2
•
Right click on pictures in case mails to create case documents or
network file.
3.1.1
•
Setting to limit the maximum size of enclosures in cases and
case mails.
3.1.2
•
Update case list continuously using database polling instead of
TCP/IP messaging.
3.2.2
•
Setting for right to create Action templates.
3.4.1
•
Spell checking in case mails.
3.5.1
Chapter 1: “News in summary”
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Version 8.93.3001
Chpt.
CASE LINKING
•
Status “Ready to close” on head cases are now handled the
same way as status “Closed”.
3.6.1
NILEX MAIL SERVICE
•
Choose what case field to use when saving address in e-mails
from unknown senders.
4.1
•
When SMTP server discard an outgoing mail a notification can
be sent to the case handler.
4.2
HD-MOBILE
•
Increase security by using your own SSL certificate
5.1.1
•
Open a secure passage between your AD-server and the Nilex
Mobile server.
5.1.2
•
A new tab in Mobile Server Setting that shows logged on mobile
users and when they were active recently. You can also end terminate their sessions.
5.1.3
•
On a role you now have the possibility to set handler rights to
Mobile Helpdesk.
5.2
WEB APPLICATIONS
Nilex Web
•
Two new fields in Spare parts.
6.1.1
Nilex Self Service
•
Customized header names in case list.
6.2.1
•
Separate Survey template for invitations sent automatically
when case is closed. This includes new tag: “Case ID”.
6.2.2
Chapter 1: ”News in summary”
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Version 8.93.3001
Chpt.
Webb Order
•
•
•
Product templates used when order is sent to Vendor.
Case categories can be linked to products and product types.
Setting that allows Client to change Order responsible.
6.3.1
6.3.2
6.3.3
Knowledge bank
•
Setting limiting the amount text shown in case popup.
6.4.1
•
Change popup size.
6.4.2
•
An article marked for review is still visible in Knowledge
bank.
6.4.3
•
Notification can be sent to article editor when review is requested.
6.4.4
•
Reassign ownership of article from one user to another.
6.4.5
Chapter 1: “News in summary”
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2 COMMON
2.1 New fields in registry Parts
Two new fields have been added in the
Common registry Parts: Purchase price and
Article no. Supplier. These fields are accessible both from Nilex Enterprise and Nilex
Webb.
On the case you will find these fields under
the tab Misc.> Used parts if these are chosen
in the form opened by the “Display options” button (flag 1).
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Chapter 2: ”Common”
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3 NILEX HELPDESK
3.1 Common
Pictures in mail
EndUsers often create cases by sending in mails. To clarify the description they
often paste pictures into the mails.
In order to make these pictures more accessible in the
cases you can right click on
the mail picture and choose
one of the alternatives:
•
•
Save as case document
Save as file
Using the first alternative the
picture is saved under the
case tab “Document”. You
get to choose under what
name the picture is attached.
With the second choice you
choose to save the picture on
the hard drive or on a network location.
Limit attachment size
To prevent problems when uploading documents to cases and case mails the system administrator can set a limit to how big these attachments are allowed to be.
The setting is done here:
System(M)> Administration(M)> System
Filepaths/Settings(B)> File restrictions(FG).
settings(M)>
General
settings(T)>
Marker 1 points to the setting that limits the size of each document on the case
Documents tab. The field at marker 2 is applied on files enclosed to mails that are
sent from a mail.
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2
Chapter 3: ”Nilex Helpdesk”
Note: In this context “File Size”
means the size the document has
on the hard drive/ network.
When the files has been attached
to the mail and converted to a
MIME message to be sent, it will
become several times bigger. The
size depends on what file type
you have attached. This means
that even if you stay under the
size limits dictated by the SMTP
server, you can find that the mail
is not sent.
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3.2 Helpdesk list
Case overview
3.2.1.1 Mail filter
The Case overview is shown at the bottom of the case list or as a component on the
case form.
In order to make the list more readable and relevant you can filter away mails sent
by Nilex Mail Service, such as mail when cases are created and closed. This is how
you do it (the numbers in the list correspond to the numbers in the picture).
1. Open the Case design form from with
any case.
2. Mark “Case overview” on the “Group
boxes list”.
3. Click “Settings”
4. Make sure the E-mail check box is
marked and this line is chosen in the list.
5. Mark “Filter e-mail generated by system”.
6. Uncheck the box “Mails generated by
NMS”
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3.2.1.2 Erased case mails
Mails erased on a case, thus landing in the “Deleted” folder, will not be displayed
in the Case overview.
Database polling
To continuously update
the case list you can, instead of TCP/IP messaging
on port 9000 (9001, 9002…),
choose database polling.
You find the setting for this
here:
System(M)>
Administration(M)>
System
settings(M)>
Helpdesk(T)>
CaseList/ Notifications(T)>
Use database polling(CB).
For this to work the
Helpdesk logging function
must be in use:
System(M)> Administration(M)> System settings(M)> Logging(T)> Use logging(CB).
If you are using firewall ports 9000-9003, these can be disabled when using database polling. Note that the session manager list in the system settings will then not
function, since it communicates on these ports.
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3.3 Case form
Toggle panel size
When working with small
screens and low resolutions it
can be difficult to view the content in especially the Description
fields.
Make more room for the fields
by hiding the left hand panel
and/or the top half or the case
form main page. “Use the
Show/Hide” buttons in the case
tool bar.
VIP user
Information about is a contact person is considered VIP is displayed in two different ways. The End User field is marked with yellow and a pop-up is shown for
cases that are created manually. If wanted you can turn the pop-up functionality
off by unmarking the check box: System(M)> Administration(M)> System settings(M)> Helpdesk(T)> Miscellaneous(T)> Use Pop-up:
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Description field in separate window
If you right-click in a description field and choose “Open a new window”, this field
will open in a separate window. You can also achieve this by using the shortcut
Ctrl+W when you have marked this field.
Chapter 3: ”Nilex Helpdesk”
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3.4 Actions
Access for creating Action templates
Using a system setting you can via a
Role decide if a user is to be allowed to
create Action templates. You find the
setting here:
System(M)> Administration(M)>
Usergroups and user access(M)>
Roles(T)> “Edit or create new”>
Helpdesk(T)> Basic helpdesk settings(T)>
Module access(FG)> Action-templates(CB)
In earlier versions everybody could create Action templates. Therefor is this alternative set as standard on old roles
and when creating new.
3.5 Case e-mails
Spell checking
3.5.1.1 Settings
You can spell check your case mails
before you send them. Before you
do this the first time every user
should take a look at the settings.
You find them on the “Spelling” tab
that can be reach from any new
mail.
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The configuration shown in this
picture are standard settings.
Do you want the spell check to
be active while you are typing,
you mark “Show spelling errors
as you type”. In doing so the
faulty words will be underlined
with a red wavy line.
On the Language tab (see picture below) you choose what
dictionary is to be used and any
additional dictionaries such as
user defined.
These languages are preinstalled in Nilex Enterprise:
•
•
•
•
•
•
English (Am+Bri)
Danish
Polish
Swedish
Norwegian
Finish
If you have Microsoft Office
installed on the client machine
you can also use Words
dictionary
by
marking
”custom.dic” in the Addition
dictionary list.
On the “Custom Dictionary” tab you can choose a dictionary that is to be used for
the words that you your selves add. This is also used if you want to add autocorrections and exclusions.
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The system will automatically create a custom dictionary with a
name constructed from the settings on the “Language” tab. You
can create dictionaries with your
own name, but in doing so the
function that lets you share spellchecking with other Nilex users
no longer works.
Tip: With the system delivery
comes a custom dictionary called
“autocorrect.adu”. It contains
common auto corrections in English. Are planning to write in English we recommend that you mark
it in the list “Additional dictionaries” on the “Language tab”.
3.5.1.2 Using spell check
Depending on what setting you have made, the system makes an automatic spell
check. Otherwise you can do it manually using the “Check spelling” button on the
Spelling mail tab. You get suggestions on substitutes either by right-clicking on the
(red) underlined word or via the automatically opened dialog (picture below).
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3.6 Case linking
Status “Ready to close” on head cases
When closing cases linked together there is a function for handling what happens
when you set the status “Closed” on a head case. You can than let all sub cases
inherit this status, thus closing the complete chain. All events that can be associated
with closing of cases are set in motion for all cases in the chain. Examples:
•
•
•
Dispatch of “Case closing mail”.
Copying of marked description.
If you will get a question to open the “Linked cases” form when setting the
“Closed” status from within the case form of a head case.
If you instead set the status “Ready to close” the functionality will be the same with
two exceptions:
•
•
•
The chain is kept open.
If you from within a main case set status “Ready to close”, a pop-up is
shown where you can choose if you want to close the complete chain or just
the open case.
Instead of the “Case closing mail” the information from the setting for what
is to be sent when status is set to “Ready to close”.
In the form “Linked Cases” there is a field that contains all status values that are
indicated with either “Closed” or “Ready to close” in the Helpdesk registry. In the
picture all status values with the “Ready to close” indicator are highlighted.
Note: Those of you that use ExtMon to automatically close cases with the status
“Ready to close” have to take extra care when using these settings. Otherwise there
is a risk that the EndUser gets double set of Close-mails.
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4 NILEX MAIL SERVICE
4.1 Unknown sender
An e-mail that generates a case has an unknown sender if the e-mail address does
not correspond to any in the Nilex registry. In this case there is a Nilex Mail Service
Setting that lets you decide in what case field the mail address is to be saved; for
the EndUser or the Reporter.
You find the setting in: Case Settings> General> Sender Data In Generated Case>
 Insert Sender e-mail address in case user
 Insert Sender e-mail address in case reporter
At least one choice must be made. In earlier versions the address was always inputted in both fields.
4.2 SMTP notification to handler
When SMTP server, for any reason fails to deliver an outgoing mail it produces a
mail with information about this; a notification. In Nilex Mail Service Settings there
are possibility to decide where these notifications are to be sent:
Notifications(T)> Group Notifications(T)> When outgoing e-mail is discarded by SMTP
server(FG)
Besides sending these notifications to a common address you can choose to send it
to the handler of the case that the outgoing mail originated from. If this handler
lacks a mail address you can set a back-up address.
Chapter 4: “Nilex Mail Service”
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5 HD-MOBILE
5.1 Mobile Server Settings
SSL Certification
You can increase the safety level by using your own SSL certificate. The wanted
certificate is pointed out on Security(T)>Server certificate for data transferring(FG)>
Custom(CB) and clicking the button that flag 1 points out in the picture below:
1
2
AD-connection
If the Nilex Mobile server is situated on another domain than the Active Directory
you can open a secure passage between these. In doing so the handlers can use
Single Sign On also when logging on to Nilex mobile.
You mark Security(T)>Server’s authentication type(FG)> Active Directory via LDAP(CB) you click on the
“Setup” button and add the
wanted AD server.
If using the “Use SSL connection”
setting, you must use your own
certificate as described in 5.1. If
you also mark “Low security for
SSL (Ignore server certificate)” this
is not needed.
Chapter 5: ”Hd-mobile”
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User & Session management
In the tab “User management” the
administrator can:
•
•
•
See what users are logged in.
See when the user last was
active.
End a user’s session.
5.2 Mobile handler
The administrator can via a role
in Nilex Enterprise determine
what users are allowed to use
the mobile client. The standard
setting is that it is marked.
Chapter 5: “Hd-mobile”
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6 WEB APPLICATIONS
6.1 Nilex Web
Spare part fields
Two new fields on Parts; “Purchase price” and “Article no, supplier”. Read also
chapter 2.1.
The administrator adds the values in the Common registers and they are visible for
users on the “Used parts” tab.
6.2 Nilex Self Service
Case list headers
The headers that are shown in the case list are retrieved from the Nilex Enterprise
database. However it is possible to give separate names for Nilex Self Service and
also make translations in different languages. Log on as administrator and go to:
Settings(T)> System configuration(M)> My Cases(M)> Case List Header captions(M)
Mark check box “Use captions for Case List Headers” and write values in wanted
fields. If left empty database value is used.
Chapter 6: ”Web Applications”
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Mail template survey invite
Survey(T)> Surveys(M)> Email templates(M)> Template for Automatic invitation on case
closing.
This template is used when the system sends mails to invite users to answer a survey in connection with the closing of a case.
In this template you can add a Case ID tag so the user knows what Case the survey
concerns.
Chapter 6: “Web Applications”
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6.3 WebOrder
Vendor product template
A Vendor product template is valid for a specific product or for a product group.
This contains information that the vendor needs to execute the order. The administrator finds this template here: Templates(M)> Vendor product templates(M).
This template is then used as part of the Vendor template that then creates the order mail.
Note: If the listed tag values are missing in a case, or has now value for a certain
product, the corresponding tag will be hidden.
Chapter 6: ”Web Applications”
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Link between Case category and product
By setting the Category on a product or a product type you can decide that these
are chosen automatically when choosing Category on a case. Found settings here:
•
Products(M)> Products(M)> “Choose a product in list”(LP)> Edit(B)> Case category(F)
•
Products(M)> Product types(M)> “Choose a product in list”(LP)> Edit(B)> Case
category(F)
Change order responsible
A setting lets the user change the client to change Order responsible (=Change
manager). When function is activated an icon is visual as shown in image.
Log in as administrator and mark the check box found by this path:
Settings(M)> General configuration(M)> General settings(M)> Client settings(FG)> Allow user change manager(CB)
Chapter 6: “Web Applications”
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6.4 Knowledge bank
Limit text length
A setting limits how much of an article is shown in the Knowledge Bank pop-up
window when the user writes in a case in Nilex Self Service. Log on as administrator in NSS:
Settings(M)> Knowledge Bank(M)> Edit section Knowledge Bank> Specify number of
characters for article on popup(CB) + Number of characters(F).
Note 1: The field “Number of characters” is only available if the check box above
is checked. It is the X first number of characters that are shown, exclusive the title.
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Chapter 6: ”Web Applications”
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Size popup window
You can change the size of the popup window by dragging the edge, see (1) in
image above.
Article for update
There has been some changes to how the system handles when an article is marked
for update.
•
•
•
The “old” article still shows in article list and search results up until the updated version is published.
The possible to send the article is disabled when this already is done.
Notification to article editor when the article is set for update. A specific
setting and template exist for this, see next chapter.
Notification article update
The administrator creates a notification template by logging on to Nilex Self Service
or Nilex Web and following this path to mark the check box and create the template: Knowledge Bank(T)> Administration(M)> Settings(M)> Send notification on Request for Update(CB).
Chapter 6: “Web Applications”
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Article ownership
As administrator you can change ownership of an article. This can be useful for
instance if the writer of a key documents ends the employment, but someone still
needs to keep the information up to date.
This can be done both from Nilex Web an Nilex Self Service. Go to Knowledge
Bank(T)> Administration(M)> Reassign articles(M). When choosing User group and
user under “Reassign articles from” the list will fill with articles currently owned
by chosen User (1). Mark the articles to reassign and choose who to reassign to (2)
before clicking the “Reassign” button.
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Chapter 6: ”Web Applications”
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