Custom Web Services - ArticleSend and Link create

PostMaster Pre-filter module - will pair Delivery Notification Failure message with ticket. This module looks for attachment names a and performs a match against a regexp defined in SysConfig. In case of positive identification of ticket number, Delivery message is paired with given ticket. This module also enables to add custom e-mail headers to outgoing e-mail. Postmaster filter component will check delivered e-mail ant its attachment. When attachment contains custom header (e.g.: TicketNumber), system will merge incomming e-mail with correspondig ticket.

This module brigns an extension of tabular lists of tickets. Support for different colors of stars (unread articles) was implemented.

This module implements protection for ticket merge operation.

This module implements new CI attribute - Agent. This attribute may be used in CI class definition and statistics.

Enables to define global search templates. (Search templates for all agents.)

Side widget DFG and Answer modification.

Dashboard extension - All tickets in my ownership.

Bubble note consists of 3 packages: BubbleNote, AllMyTickets and TicketZoom extension. BubbleNote: Add a bubble note to the ticket, view it on dashboard. AllMyTickets: On the dashboard, display only MY tickets. Zoom extension: 3 types of answers (positive, negative and other) + advanced DF widget (display DF according to user group).

ICalManager holds functions related to ICalendar management. Important role plays configuration - almost all data sources are defined via SysConfig settings. Data sources are related to the TicketObject (dynamic fields, ticket owner, customer etc.). ICalManager supports multiple configuration profiles, thus it is possible to define different sources for single person and team. CGI script 'ical.pl' provides a front-end functionality - it loads specified arguments and creates ICal file according to configuration. Resulting file is streamed as attachment - this means user can set up internet calendar in MS Outloook or other application (internet calendar is set as a link containing arguments for ical.pl).

System for reservation of inspection dates was developed according to needs of reclamation department of Skanska Reality a.s. Main functionality is dispatched by AgentTicketReservation module and a CGI script 'reservation.pl'. AgentTicketReservation allows user to set 1-3 inspection dates and send them to the client. Outgoing e-mail contains information about suggested dates and prolink for confirmation / cancelation of dates. When client follows given prolink, reservation.pl will confirm / reject client - based on time of reaction. Reservation.pl will also send an e-email to the client and will create article for given ticket(s).

Extension of standard module AgentTicketActionCommon. An autocomplete and Quick search of CI items in Close dialogue was adopted as well.

Standalone module to assign ticket to current user.

Modification of AgentTicketBulk - attachment support for bulk action.

Bundle of WS modules. Operations for CustomerUser, Spreadsheet Data and Agent. Also allows operation 'ArticleSend' for Ticket.

Dynamic field type Microcode. Returns time of ticket shorted of periodes of particular states.

Standard Template Extension

This extension draws a time line (html table) for single ticket attribute based on ticket history. Ticket attribute is specified via SysConfig, it can be Queue, Owner, State or Responsible. Design of table may be configured as well.

Custom transition action: previous queue set.

Remove prefilled values of To and Cc in AgentTicketCompose according to regexp.

CRM Data Fetch

Set of modules for Data Protection Officer. Includes graphical representation of GDPR repository.

This module implements new Genric Agent that will send output of static report as an e-mail accompanied by XLSX attachment.

Small extension - counts minutes since last article or day start.

Separate module that enables to add relation Queue - Service as well as Service - Template. Custom Generic Agent is included to set service according to Queue. Other part of this module provides union of default and specific customer services. Union of customer services can be switched off/on in SysConfig.

Dynamic field type Microcode. This dynamic field is counted dynamically from custom code definition.

This package provides GenericAgent module that assigns an agent for ticket in given queue according to 2 parameters: 1) ticket´s dynamic field value 2) CMDB - config item value. Parameters are configured via SysConfig. This package also contains OOF check and automatic switch off.

Tiles customization for customer front-end interface. Contains 4 configurable tiles + CMDB integrated autocomplete.