Good news everyone! Service Desk is no longer in beta, and is now also available for On-Premise users. On-Premise customers can have it installed in two ways: either as an IIS application or a Docker container. On-Demand users can still activate it from the General Settings page in Targetprocess.
New Design
The interface we started with as a beta was alright, especially compared to the original Help Desk which was released in 2008. Now, we've listened to your feedback and improved it further. Some of you mentioned low information density: large descriptions for requests meant that you could see just several items on the page. We tried to make the interface more compact, but most importantly added a check-box that allows you to hide descriptions, therefore displaying many more requests on the same page:
Oh, before you ask: it will soon be possible to change the color of that blue interface area so that you can use your company colors, or just something you like more.
General Settings
Finally, we have added a Settings page right in the Service Desk application. The page is available if you login as a Targetprocess user with administrator permissions. Apart from the options we already had, like the ability to submit public requests, or to sign up or proceed as guest, we have also added some new ones. The most important addition is the ability to upload your own logo, with support for both images and vector graphics.
Projects and Custom Fields
If you tried Help Desk or the Service Desk beta before, it is very likely you faced an empty Product drop-down, or were puzzled as to why some Projects were available while others are not. Even if you guessed or read in the guide that you had to set the Product property in the info section of the Project details page, you still had to open all Projects one-by-one and check. We are sorry about that. Fortunately, we have released a more clear and convenient way of managing Projects in Service Desk: the Projects and Custom Fields tab in Settings.
Apart from showing your Projects, you can define which Custom Fields will be available to fill.
Personal Settings
You can now update your personal information and change your password. You can also upload an avatar which will be displayed in Targetprocess.
Usability Improvements
- You can now insert inline images using the Ctrl+V short-key, or just by dragging an image into a request's description or comments
- Last Official Reply is now displayed only if there are more than 5 comments
- Reduced load time of the main request list
- We don't show closed requests by default anymore, but it is optional
- In case there are requests from multiple Processes, we now group workflow states into categories like Open, Plan, In Progress and Done to avoid any messes caused by too many states
We'd like to thank those who already tried Service Desk, and especially the awesome people who shared feedback with us. Many of the improvements we released were inspired by you, and we are extremely grateful for you being with us and helping us make the product better. We are not done yet, so please share your thoughts on how we can improve it further.
Cheers!
Improved Project and Team assignments from Person, Team, and Release views
This should have been fixed years ago. If you run dozens of Projects and Programs, then you know it's a pain to and add a new user or a cross-project release to the system and assign them to all the necessary Projects/Programs. You would have to select them one-by-one from a list that was sorted alphabetically but had no grouping by Programs.
Now it's easy - all Projects appear grouped under their Programs, so you can search for a Project and assign users/releases to all Projects in a Program straight away.
Fixed Bugs
- Follow plugin: fixed a problem where emails would not be sent if an inactive user was following the changed entity
- Fixed audit history failures on entity views when process-independent custom fields were changed
- Fixed a problem where the auto-complete function for tags was interfering with selection from a tags cloud
- Fixed POP email integration plugin which skipped rules for a subject keyword that contained an apostrophe
G2 Crowd has released its “Best Project Management Software” report for summer 2016. This report examines the 22 most popular project management systems and provides features comparisons for each, as well as an extended profile of each tool. The report is based on reviews written by over 2180 authenticated business professionals.
Thanks to reviews from our users, Targetprocess is ranked as a leader this year and won in the customer satisfaction category.
“Targetprocess allows our organization to manage multiple projects, with each project utilizing a different methodology and workflow. Targetprocess provides a high level of configurability and a robust suite of features that set it apart from every other product that I've found. Not only does Targetprocess deliver a powerful project management solution, their support team is second to none. I've never dealt with a more responsive, knowledgeable, and professional group of product support specialists. Extremely stable product.”
“We switched to Targetprocess after a lot of research and then a trial of 3 different tools. We were primarily looking to move to a hosted solution but wanted to ensure that whatever we moved to could fit with how we worked rather than make us work around the tool. Targetprocess was by far the best and I have to say that it feels like a tool designed to favour flexibility and customisation rather than trying to oversimplify everything and make assumptions about how you work.
The cross project capabilities were really the clincher for us as we have a large number of interdependent projects and most tools don’t handle this very well at all.”
Changes to Reports
We’ve changed the list of predefined and custom reports that could previously be found in the ‘Other Reports’ top menu. The old predefined reports from Targetprocess 2 have had their day and have now given way to the new Visual Reports Editor.
For example: to create a brand new 'Time by Person' chart, go to the 'Create' option at the bottom of the page, select Report, and then find the 'Time Spent' templates for your new report.
Custom reports are now called 'Tabular Reports.' You can still find them in their usual place: in the Reports menu in the top bar:
Lane suggestions in Board setup
The most appropriate options will now be displayed first when selecting fields for lanes in Board setup. This improvement applies to cards that have a large amount of options available for lanes, i.e. Epics, Features, User Stories, Tasks, Bugs, Requests, Test Plans, and Test Plan Runs.
Bug Fixes
- Test Run Import plugin: Test Plan selector will now be able to show more than 1000 entities at a time
- Text comments without line breaks will no longer truncate instead of moving into new line
- Fixed multiple script errors on a Timesheet if Time entity has a Targetprocess entity custom field setup
- Deleted or missing attachments will not prevent entity removal
- Bugzilla Integration: fixed a synchronization failure for some old profiles
- Fixed an internal server error in the Audit History of a program if custom field changes took place