{"_id":"58126d85b583010f002ae5c6","__v":0,"project":"565416f3ac09cc2100feb2d5","initVersion":{"_id":"565416f4ac09cc2100feb2d8","version":"1.0"},"user":{"_id":"565416cace43aa21002b2566","username":"","name":"Eric Klimuk"},"createdAt":"2016-10-27T21:11:33.822Z","changelog":[{"_id":"58126d85b583010f002ae5d2","update":"Within the command center, if more than 50 cases was listed the order would be off.","type":"fixed"},{"_id":"58126d85b583010f002ae5d1","update":"Adding a new company from the case creation screen did not auto select that new company.","type":"fixed"},{"_id":"58126d85b583010f002ae5d0","update":"Changing the case status causing a reopen prompt event though the case is open.","type":"fixed"},{"_id":"58126d85b583010f002ae5cf","update":"The SLA would not stop when changing the status of a case to one with the \"stop SLA\" flag.","type":"fixed"},{"_id":"58126d85b583010f002ae5ce","update":"When closing a case, the screen will redirect to the agents command center screen.","type":"improved"},{"_id":"58126d85b583010f002ae5cd","update":"Added a new workflow option to trigger on case closure.","type":"added"},{"_id":"58126d85b583010f002ae5cc","update":"New workflow requirement option of \"Subject does not contain\".","type":"added"},{"_id":"58126d85b583010f002ae5cb","update":"New workflow requirement option of \"content does not contain\"","type":"added"},{"_id":"58126d85b583010f002ae5ca","update":"New workflow requirement option of \"tags does not contain\"","type":"added"},{"_id":"58126d85b583010f002ae5c9","update":"Ability to bulk merge cases within the command center.","type":"added"},{"_id":"58126d85b583010f002ae5c8","update":"New template option called {{last_activity_content_xxx}} which will display the last xxx characters of the last activity attached to the case.","type":"added"},{"_id":"58126d85b583010f002ae5c7","update":"","type":"added"}],"body":"[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Bulk Case Merging\"\n}\n[/block]\n**Summary** \n\nYou can now bulk merge cases.  This will allow you to merge multiple cases into one case.\n\n**How to**\n\n(1) Within the command center, select the cases you would like to merge.\n\n(2) Once the cases are selected, a new merge option in the actions bar is displayed. Click on it.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/f9cee93-11.png\",\n        \"11.png\",\n        685,\n        583,\n        \"#e4e3e1\"\n      ],\n      \"caption\": \"\"\n    }\n  ]\n}\n[/block]\n(3) You can either manually type in the case number or select a case that you own from the displayed list.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/9a7c230-22.png\",\n        \"22.png\",\n        622,\n        534,\n        \"#e6e7e6\"\n      ],\n      \"caption\": \"\"\n    }\n  ]\n}\n[/block]\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Workflow Additions\"\n}\n[/block]\n**Summary** \n\n4 New additions to the workflows\n\n**How to**\n\n(1) Trigger a workflow on case closure.  When a case is closed, the workflow is run and will hit if the requirements are match.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/8c2acf2-Case_closure.png\",\n        \"Case closure.png\",\n        697,\n        376,\n        \"#e7e8e7\"\n      ]\n    }\n  ]\n}\n[/block]\n(2) Within the requirements section, you can now match the following:\n\n- \"Tags do not contain\" will match if the case does not contain any of the entered tags.\n- \"Activity subject does not contain\" will match when new activities are created when the subject does not contain any of the text listed.\n- \"Content does not contain\" will match when new activities are created or article content when the content (activity content / article body) does not contain any of the text listed.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/5a3e96e-req.png\",\n        \"req.png\",\n        471,\n        264,\n        \"#eaeae9\"\n      ]\n    }\n  ]\n}\n[/block]\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"New Template Option {{last_activity_content_XXX}}\"\n}\n[/block]\n**Summary** \n\nA new template option is available to use within workflow content and templates.  \n\nWhen you add this variable within your template, replace the XXX with the max number of characters to return of the last activity content.  For instance; To return only the first 144 characters of the last activity, you would use the variable {{last_activity_content_144}}, Similarly to return 250 characters you would enter it as {{last_activity_content_250}}. \n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Summary of changes\"\n}\n[/block]","slug":"supportbench-release-october-28th-2016-20161028","title":"Supportbench Release - October 28th 2016 - (2016.10.28)"}

Supportbench Release - October 28th 2016 - (2016.10.28)


[block:api-header] { "type": "basic", "title": "Bulk Case Merging" } [/block] **Summary** You can now bulk merge cases. This will allow you to merge multiple cases into one case. **How to** (1) Within the command center, select the cases you would like to merge. (2) Once the cases are selected, a new merge option in the actions bar is displayed. Click on it. [block:image] { "images": [ { "image": [ "https://files.readme.io/f9cee93-11.png", "11.png", 685, 583, "#e4e3e1" ], "caption": "" } ] } [/block] (3) You can either manually type in the case number or select a case that you own from the displayed list. [block:image] { "images": [ { "image": [ "https://files.readme.io/9a7c230-22.png", "22.png", 622, 534, "#e6e7e6" ], "caption": "" } ] } [/block] [block:api-header] { "type": "basic", "title": "Workflow Additions" } [/block] **Summary** 4 New additions to the workflows **How to** (1) Trigger a workflow on case closure. When a case is closed, the workflow is run and will hit if the requirements are match. [block:image] { "images": [ { "image": [ "https://files.readme.io/8c2acf2-Case_closure.png", "Case closure.png", 697, 376, "#e7e8e7" ] } ] } [/block] (2) Within the requirements section, you can now match the following: - "Tags do not contain" will match if the case does not contain any of the entered tags. - "Activity subject does not contain" will match when new activities are created when the subject does not contain any of the text listed. - "Content does not contain" will match when new activities are created or article content when the content (activity content / article body) does not contain any of the text listed. [block:image] { "images": [ { "image": [ "https://files.readme.io/5a3e96e-req.png", "req.png", 471, 264, "#eaeae9" ] } ] } [/block] [block:api-header] { "type": "basic", "title": "New Template Option {{last_activity_content_XXX}}" } [/block] **Summary** A new template option is available to use within workflow content and templates. When you add this variable within your template, replace the XXX with the max number of characters to return of the last activity content. For instance; To return only the first 144 characters of the last activity, you would use the variable {{last_activity_content_144}}, Similarly to return 250 characters you would enter it as {{last_activity_content_250}}. [block:api-header] { "type": "basic", "title": "Summary of changes" } [/block]
fixed
Within the command center, if more than 50 cases was listed the order would be off.
fixed
Adding a new company from the case creation screen did not auto select that new company.
fixed
Changing the case status causing a reopen prompt event though the case is open.
fixed
The SLA would not stop when changing the status of a case to one with the "stop SLA" flag.
improved
When closing a case, the screen will redirect to the agents command center screen.
added
Added a new workflow option to trigger on case closure.
added
New workflow requirement option of "Subject does not contain".
added
New workflow requirement option of "content does not contain"
added
New workflow requirement option of "tags does not contain"
added
Ability to bulk merge cases within the command center.
added
New template option called {{last_activity_content_xxx}} which will display the last xxx characters of the last activity attached to the case.