Grand Rapids, Michigan (PressExposure) February 23, 2011 -- We are excited to announce the largest upgrade to our help desk and inventory software suite since its inception in 1998. With this update we have changed name of the software suite from Mouse Tracks to Web Tracks.
MAJOR NEW FEATURES
100% Broswer Based Interface
Web tracks is an ASP.NET application served by IIS in your local environment. The only client app you will need is a web browser.
Field Placement Support
You can now configure the placement and visibility of most fields within Web Tracks. This allows you to place user definable fields where you want them to appear.
In addition to setting the field placement position you can also set fields to hidden, shown, editable or required.
Web Tracks introduces the powerful new feature of Dashboard Objects. Dashboard Objects can be placed on the login page, home page or the application's footer. Dashboard objects can be either Text/HTML or predefined graphs within Web Tracks.
Email-to-Ticket Conversion (add-on)
With this add-on Web Tracks can monitor an email address and convert emails it receives in to service desk tickets. You can create rules that look for certain keywords to properly route the ticket. Attachments are handled by converting them to file attachments within the ticket.
Pre Filtered Reports and Graphs
In Mouse Tracks graph definitions could not contain filters and they had to be filtered after the graph or report was viewed. Web Tracks allows you to save filter conditions as part of the design. We have also added predefined date filters (e.g., This Week, Last Month, Last Quarter, etc.) which allow a report's definition to represent a dynamic date range.
We have removed the 'Resolution' field from help desk tickets and replaced it with a 'Comments' feature. This allows multiple comments by different technicians to be included in the same ticket.
Technicians can now enter comments within a ticket that are hidden from the end-user. These comments are only viewable by users with Web Tracks 'Technician' privileges.
Mixed Mode Authentication Support
In prior versions you had to choose between Active Directory Authentication and Application Authentication. Web Tracks now supports mixed-mode authentication. Mixed mode supports both Active Directory and Web Tracks authentication of passwords.
HTML Knowledge Base Articles
Knowledge Base Articles are now created and modified using a Microsoft Word style WYSIWYG interface synchronized with a HTML code editor.