Below are the most important new features of version 2.10.
The complete list of changes is available at
Version history.
EditManage types of requests per site, in the self service Web application
You can now define, on a per site basis, which types of request are offered to users on the web.
For instance, you could allow access to the "ERP Account Creation" request type only for users of the "Head office" site. Users in other offices would not have access to that request type.
Figure 1 - Configure request types for a site.
External support with Octopus
This new feature allows you to define types of requests per client (each client being a site).
IMPORTANT: Before you release the Web application to your clients, contact-us to have the "Change user" link removed from request creation the page.
EditVIP Users
You can now indicate that a user is a VIP. You can see the word VIP beside the user's name for all requests related to VIPs. This way, you can offer a different level of service to important users.
Figure 2 - VIP User.
EditAutomatic assignment of requests based on the SR type or incident template
You can now configure Octopus to automatically assign requests to the right groups and technicians.
For instance, all requests of type "CRM Account Creation" could be automatically assigned to the "Information Systems Support" group.
To configure automatic assignment for a type, go to that type definition (reference data) and assign the groups/assignee fields.
Figure 3 - Configuration of automatic assignment.
EditNew notification: High priority Incidents/SR
Managers and team leaders can use this new notification to be notified of new high priority incidents and service requests.
To activate this option, go to "File > My notification preferences" and enable the notification for the event called "High priority Incidents/SR".
EditNotifications based on request priority
Before this new version, if you had registered to receive a notification for an event related to incidents or SR (New incident, Assignment of an incident, SLA events, etc) Octopus notified no matter the priority of the request. You can now set a threshold to receive only notifications if the priority is higher than a given value. For instance, you could use this to receive notification for incidents assignment only when the incident has a priority of "2 - High" or above.
To activate this options, go to "File > My notification preferences" and set the priority threshold option.
Figure 4 - Priority threshold in notification preferences.