Sergey Gnedin Blog

3 months ago

Service Desk localization: volunteers needed

Hello everyone!

I am glad to let you know we are working on language localization for our Service Desk. We know that some of your customers and users might not speak English, so now it will be more convenient for them to start using Service Desk – we're aware this was a blocker for some of you.

We have completed the background work to make localization possible. There will be a global default language for the whole application, but users will be able to pick their own language if they prefer something different.

The next phase is translation itself, and here is where it gets tricky. We don’t speak every language that we would like to add (or, at least not well enough). As you know, we are not charging for Service Desk, so it is not likely that we’ll be able to hire some translation agencies to do the job. This means we need your help if you want to see some particular language.

Luckily, there is not much text to be translated. Currently there are around 150 “lines”, and most of them are very short (e.g. “Log in” or “Add a request”). We are using Transifex, so the translation and approval process is easy and won’t require much effort from you. If all 150 lines are too much, you are welcome to translate as many as you can; even one line can make a difference. If the line was already translated by someone else, you can review it and leave a comment if you have another suggestion.

UPD: Here is the current status of the languages translation:

  • German - 100%
  • French - 100%
  • Portuguese (Brazilian) - 100%
  • Polish - 100%
  • Dutch - 100%
  • Italian - 100%
  • Norwegian - 91%
  • Spanish - 89%

If you need some other language and are ready to provide a translation, we will be happy to add it to the system.
If you are want to participate or have any questions, please contact me directly via sergey.gnedin@targetprocess.com, and I’ll send you a meeting invite. Thanks everyone!

4 months ago

Private and pinned comments for Requests

In the upcoming version of Targetprocess (v.3.11.4), there will be two changes related to comments: the long awaited “private” comments, and the ability to pin comments. These will only be available for Requests, and are mostly designed to improve the Service Desk experience.

Private comments

We fully support openness, transparency and all that, but when dealing with requests from external users, you often have to exchange some internal comments with developers or fellow support folks. Previously, this was tricky because all comments were available to customers in Service Desk. Now you can mark the comment as private so that it stays hidden for requesters.

Don’t go too far though; other people with a Targetprocess license will still be able to see the comment in both Targetprocess and Service Desk, so please don’t upload photos from your last party, or something like that.

private-comment

Pinned comments

If you're doing Idea Management and have some popular ideas, you might get dozens of comments from both customers and your own team. No one likes scrolling through through text to see whether or when an idea is going to be implemented, so what will people often do? That's right, post another question. Now you can “pin” a comment to a Request to give it its own "Last Official Comment" section in Service Desk. This way, customers will see current status at a glance.

last_official_comment

4 months ago

Deprecating TestTrack integration

Did you know we have an integration with TestTrack? Probably not. It's a legacy plugin – a really old one – from Targetprocess 2 that connects to the TestTrack bug tracking tool and periodically synchronizes defects from TestTrack with bugs in Targetprocess. Even the research we did in 2008 indicated that it was the least used plugin of all, but now its usage is even lower since it's only available for On-Premises installations (we removed it from On-Demand accounts about 6 years ago).

We haven't added much functionality to the plugin over the last decade, but we still had to keep it as part of the code base (which we're working on reducing), maintain automatic tests, and so on.

It's very possible that this will not affect anyone reading this post, but it's still a formal part of the software and needs a special announcement. So yes, starting with Targetprocess v.3.11.4, integration with TestTrack will no longer exist. 

This the part where I'm supposed to say something nice, maybe even dramatic about this feature... but I can't really think of anything. Sorry. Anyway, our code will be a little bit lighter and developers will be a little bit happier, so that's good news, even if it's minor.

4 months ago

Service Desk updates: Color Themes and Request Type improvements

It's been awhile since we posted about our progress on Service Desk. We have just released several nice features that we'd like to share with you.

Color themes

You can now change the look of your Service Desk by picking from one of the predefined color options. This is the first step to making the colors fully customizable and allowing you to use your company colors in addition to your logo.

sd_color_schema

If you'd like to customize something other than color, please share the details with us. This will help us make sure we don't miss anything important, while hopefully not over-complicating everything under the hood.

Disabling votes

Previously, the "Vote" button was available for any request type, which did not always make sense. You don't typically need someone to upvote your browser crashing issue or something like that, right? So you can now define which request types will have the Vote button, and which will have it removed.

You can configure voting at Targetprocess Settings -> Request Types.

request_type_options

Default visibility

We've received a fair amount of feedback along the lines of "why can't I make all requests public" or "the new request type is always private". Since you can already create your own request types, we decided to make it more flexible. When submitting a new request, the "Private" check-box will either be checked or not, depending on what you select at Settings. Users, however, will still be able to change the visibility (depending on the particular request).

You can configure default visibility at Targetprocess Settings -> Request Types.

default-visibiliy

Fixed bugs

We also fixed a number of bugs and made some internal changes. Among the most noticeable are:

  • State grouping: states before the 'Planned' state are no longer added to the 'In Progress' group.
  • Fixed half a dozen IE-specific bugs (or should we say, we made Service Desk more compliant with the bugs of Internet Explorer?).
  • Fixed the order of custom fields at the Add Request page. It is now updated automatically when you reorder them in Targetprocess.

Please note that the changes above require Targetprocess version 3.11.2. If you are hosting Service Desk locally using IIS, you will also need to update .Net Core to 1.1. See our guide for more info.

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