CoverIT Product Release Notes

CoverIT Product Release Notes - CloudCover

Explore What's New With CoverIT™

Features:
1. Advanced Scheduling
  - Ability to build out, organize and upload Project-based Client Requests
  - Ability to hibernate project CRs to delay SLA timers and hide from queues
  - Calendar views of events associated with project tickets
2. Rate Cards 2.0
  - Non-business hours & Weekend/holiday multipliers
  - Country based condition
  - Fixed + Hourly Rate type
    - Ability to define a fixed rate up to “X” hours, then hourly after that

Enhancements:
1. Link Related Client Requests
  - Tenant users have ability to link Client Requests to one another – will show up in related tickets on CR detail page
2. Post-Triage + NBD SLA Type
  - Combines Post-Triage and Next Business Day SLA logic so timers start the following business day once triage stage is marked as complete
3. Attachments include upload dates
4. Duplicate Serial Number indicators

Features:
1. Escalation Logic Enhancements for Part & FE Events
  - System will automatically trigger an SLA Escalation status (ticket turns yellow, email notifications sent out) when:
    - Part ETA has elapsed by 30min and Part Arrival time is null
    - Tech ETA has elapsed by 30min and Tech Arrival time is null
2. Client Request Expanded Export
  - Allow for additional details around events details, SLA reporting, and vendor details to be included in the extended Client Request export to allow for easier reporting capabilities
3. Sort By – Queues
  - Ability to sort by any of the following options across the different queues:
    1. SLA Deadline
    2. Created Date
    3. Latest Updated Date
4. Maintenance Priorities
  - Ability for a client or tenant user to set the Priority (P1 through P4) on a Maintenance Client Request (defaults to P3)
  - Ability to filter on Priority in the CR Queue
  - If the ticket is set to P1 there will be an indicator on the queue and an email notification will be sent

Enhancements:
1. Allow users in Invited status to be added/tagged on Client Requests
2. Created Date/Time displayed on Client Requests
3. Ability to track if an address was updated on a Maintenance Client Request from the address on contract
4. Update Closed tickets sorting to be most recently closed as the top
5. Add in “Not Equals” options to filters (e.g., End Customer not equal to ACME Corp will show all tickets for all customers other than ACME Corp)
6. Ability to choose multi-select options more than one at a time
7. Allow Vendor Owner to see Asset Details modal when clicking on Serial Number in Client Request detail page
8. History Sort & Search capabilities
  - Search by Users, Status, and Field Labels
  - Sort Ascending or Descending by activity date/time