Viakoo Release Notes 2.3
(December 10th, 2015)
Viakoo Release 2.3 is an incremental step forward for the Viakoo Service. Most of the improvements are in the form of bug fixes or performance improvements. There are a few key features requested by customers. Specifically, Ticket Categories and support for Access Control critical processes.
Each ticket that is opened by the Viakoo system fits a condition or set of conditions that causes the ticket to be opened. Implicitly, the system associates tickets that reflect a particular class of conditions with a category which is manifested by the Problem description and Recommendation information in the ticket you see in WebUI, Phone App or emails received from Viakoo. In Release 2.3, Customers wishing to analyze their ticket data based on the kind of the ticket (e.g., Hard Disk Failure or Camera Offline) now can leverage the “Category” field. This field is not visible in the WebUI or Phone App but is exposed in Alert emails and as a column CSV exports of ticket tables.
The list of possible values for the ticket category field is documented here.
Ticket Categories in Alert Emails
For customers leveraging Alert Emails as a way of activating a trouble-ticket an organization-wide Help Desk system, this Category field can be used to activate category specific workflows and/or instructions to dispatch operators.
As of Release 2.3, Alert Emails have the following format:
Alert emails can have one or more tickets. If there is more than one, they always come from the same site. After the greeting, the message identifies the site (A) and company (B) which is associated with all the tickets. Each ticket entry has 3 key columns which be used by your help-desk ingestion process to create and manage the help-desk ticket:
- (first column) Ticket ID - Unique number as well as a URL which is a dereference to the specific ticket in the Viakoo service.
- (third column) Category - Useful for initiating the proper help-desk workflow.
- (fourth column) Location - Device (or Site) that has the problem.
Subsequent Alert Email updates from Viakoo will have the Ticket ID which can be used to associate those messages with your corresponding help-desk ticket. For example, if the problem gets resolved, Viakoo will send an email indicating that the ticket with that unique number, has closed and you can use the ticket ID to locate the associated case in your help-desk system to mark it as resolved.
Ticket Categories in Ticket List Exports
For users wanting to deeper analysis of their ticket information, this field in exported CSVs of the ticket table can be used to identify classes of problems affecting their operations that may hint at a systemic problem.
To export a ticket table, navigate to the “Tickets” tab and click on the “Export to CSV” button. The resulting file will have the Category as the third column in the resulting CSV.
You can then see which issues are occurring most frequently for example. Or identify which of your sites are having what kinds of problems.
Access Control Processes
New in Release 2.3, for those with a supported Access Control Process, they will now show up in the Server Details tab sections as “Access Control Management Software” and “Access Control Processes” for the discovered system and related processes, respectively.
Moreover, when these processes fail, they will get an explicit “Critical Access Control Process” failure ticket.
Problems Corrected in Release 2.3
- Login sessions had a possibility of timing out too quickly forcing users to relogin too frequently. This problem has been improved to the point that users should see fewer problems.
- Users of role, MEMBER were not being allowed to add comments to tickets they had been assigned. This is now corrected and working.
If you have any questions, comments, bug reports, or suggestions, please reach out to us through the live-chat feature or contact us at firstname.lastname@example.org.
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