CoverIT Product Release Notes

CoverIT Product Release Notes - CloudCover

Explore What's New With CoverIT™

Partner & End Customer Ticket Numbers on New Client Requests
- Partner and End Customer ticket numbers can now be entered directly from the New Client Request dialog, rather than added after the request is created.
Partner & End Customer Ticket Numbers in Client Request Exports
- Partner and End Customer ticket numbers now appear in the Client Request export file, making it easier to reconcile tickets outside of ServiceHub.
Client Request Owner
- Client Requests can now be assigned an Owner from your internal team. Owners can be reassigned, filtered on, and tracked in ticket history.
Hold Status Outside of Time & Materials
- Tickets can now be manually placed on hold from Triage status — with a reason code and an automatic release timer — without requiring Time & Materials approval. SLA timers pause while a ticket is on hold.

Time On Site Moved to Technician Detail
- The Time On Site field has moved from Event Details to the Technician Details section, alongside the other time-related Field Event fields.
Cross-Tenant Maintenance Sync for Expired Assets
- Time & Materials tickets for expired assets are now synced across tenants, so a receiving tenant that recognizes the asset’s serial number treats the ticket as Maintenance rather than Professional Services/Ad Hoc.

Download Images from Custom Form Exports
- Custom Form exports now include download links for any images or files submitted through upload fields.
Signature Field for Forms
- Forms can now include a signature field, allowing clients to provide a signature as part of a form submission.

Expanded Triage Role
- The Triage role can now create both Professional Services and Maintenance tickets for all partners and customers, including serial number lookups.
Broader Ops Permissions
- Triage, Sourcing, Execution, and Reviewer roles can now unassign another user from a Client Request or event, so work can continue while that user is unavailable.
Internal Technician Role Available in User Setup
- The Internal Technician role is now selectable when creating a new user from Global Settings.

SLA Fields Added to Client Request Export
- The Client Request export now includes Acknowledge SLA Met, Acknowledge SLA Breach Time, Response SLA Met, and Response SLA Breach Time fields.

First Response Time Tracking
- ServiceHub now tracks the time of the first chat response to a customer from Ops or Vendor users.

Sourcing Chats
- Vendor sourcing now includes dedicated chat threads, making it easier to communicate directly with vendors throughout the sourcing process.
Additional Notes on Sourcing Offers
- Users can now add additional notes to vendor sourcing offers, providing more context and detail when requesting bids.
Scope of Work on Sourcing Offers
- A new Scope of Work field is available on vendor sourcing offers, giving vendors clearer detail about the work being requested.

Reopen Client Requests
- Users can now reopen a closed Client Request, returning it to Review status to continue processing without creating a new ticket.
Reopen Events
- Users can now reopen a closed event, returning it to Review status, as long as the associated Client Request is still open.

Delete a Comment
- Users can now delete a comment they’ve previously posted. All users will be able to delete their own comments, only Admins will be able to delete another person’s comments.
Ticket Number in Email Subject Lines
- Partner and End Customer ticket numbers now appear on the ticket and in the subject line of related unread chat notification emails, making it easier to track and reference specific tickets.

Utilization Report Enhancement
- The Utilization Report now includes total ticket volume, combining both Client Requests and Events, for a more complete view of activity.