6 July Service Desk Plus Release 9212 July 6, 2016 By Þorvaldur Hafdal Service Desk Plus SDP, Service Desk Plus, CRITICAL, API, ISSUE 0 All hands on deck !The changes to the API without notice broke all communication with Service Desk Plus and we at V-Link put all our effort to work with the changes to bring a patch so our customers could start using V-Technician again with the new release. On the 25.requests from some of our customers who updated to this version of Service Desk started to arrive.After diagnosing the issue the problem was clear that changes had been made with information revived from the API´s and work begun to implement the changes needed !on the 26. ManageEngine released a new version 9213 that reverted the changes on customers were able to update Service Desk to get functionality back. Related New product in development V-Cloud is in full development and is planned to be released in august.This product/service is intended to extend the functionality of our existing products and minimize the the total request size in Service Desk and Support Center by taking pictures/images that are embedded in an email and send it to the V-Cloud that will return a unique URL to the image to be integrated to the request thus the image will no longer contain the image data directly in it self. V-Support Success We reached out to three customers using V-Support for the last three years and asked them to supply us with with information regarding how V-Support had helped with their supporting customers and how that reflected in the company. The result was very pleasant and showed the following Increase in request logging by Mode (API = V-Support) Company 1 : +13,3% (628 Request) Company 2 : +8,2% (927 Request) Company 3 : +10,6% (1049 Request) Increase in service revenue Company 1 : ~17% Company 2 : ~10% Company 3 : ~15% Although the they where not willing to shared the amount that was increased we got the same anwser from all three companies that the return in investment was almost immediate and one company contact saied that V-Support helped utilize their employees better and they did not need to hire more employees at the same rate. We would like to thank the three companies for sharing the information that confirms that we are on the right track and will be bringing you more features and functionallity that hopefully will increase these numbers. If your company has been using V-Support for some time we would like to hear from you if you have the same excellent result or if we can help you in any way to achive them SMS functionallity We have just started with the SMS functionality and you will be reviving more this year !With the fantastic Plivo integration you have now the ability to communicate with the request VIA SMS that gives a more personalized experience and can also same time reaching the requester.There is also the ability to automatically send a predefined template when the request is closed and this is very handy when for example an equipment like phone,computer has finished repairs the requester revives the SMS and can pick-up the device straight away.All you need to do is sign up for a Plivo account http://www.plivo.com and subscribe to their services.Get the AuthID and Token and you are all set to go !Plivo also offers a trail where you can test the functionality but there is an extra step and that is you need to "sand box" (Register) a number that can revive a SMS.That step is pretty straight forward, enter the phone number and you will get an SMS with a four digit code that you enter in the website. New website for V-Link As maybe some of you have noticed we have launched a new website that will have more content suited to your needs even though most of our projectsnever get a place on it because it is tailor made for some of our customers.But even if that is the case we have our two flag ships V-Support and V-Technician that currently need more info accessible on the web.We will be more aggressive bringing you the latest new regarding our products and new about ME releases.If you click on products you will open up a list of our current products and can click on any of them to access the home page and information. Infrastructure Enhancement For the last couple of months we at V-Link have been working hard replacing source systems and issue tracking softwarein the process we decided our first sprint should be enhancements with security as a guideline ! For example we have changed the following to use only secure communication TLS/SSL Our Website https://www.vlink.is Our V-Files https://files.vlink.is Our Remote Support Software https://session.vlink.is Our license serviceshttps://licences.vlink.is and also all internal system have been forced to allow only secure communication!For better support and builds we implemented new source control system and issue tracking that will allow us to create patches for the current version that is has an issue,this allows us to keep versions more stable and betas will not be distributed as frequently Showing 0 Comment Comments are closed.