Original Release v1.0.2_B4370 September 13, 2017 (Download)
MD5 Checksum: 19f5b62e165a732f8b89d52b4767c6cb
Following are features and enhancements completed in this release.
Based on the admin settings, a technician will have to add at least one predefined tag to the incident and will have to provide a resolution note on closing.
In addition, a technician can call the device info page from MobiControl directly from the SOTI Assist incident page.
Remote Control Pop Out
Provides the ability to pop out an active remote-control session from the SOTI Assist incident page. The pop out will maintain all session states and it will be displayed in a separate browser window.
SOTI Assist Database Recovery Mode
By default, SOTI Assist database recovery mode is set to simple. This option is more suitable for cloud and other deployments where drive space is limited.
Last Update Time
The last incident update time is included in the incident list.
The following issues have been addressed in this release:
|HD-3408||Edit deleted ticket: There is an inconsistent behavior if activities are initiated or modified.|
|HD-3668||Add Note field allows user to input more than 4000 characters.|
|HD-3835||SOTI Assist device search is not reporting correct icon for Windows Modern desktops.|
|HD-3994||Dashboard: Incorrect search field placeholder text.|
|HD-4028||Confirmation dialog should dismiss on failed delete for a group that contains tags.|
|HD-4200||Tags: Scroll should be placed at top in the default view and after update.|
|HD-4989||Firefox browser: Remote Control file search not supporting backspace or arrow keys.|
|HD-4991||Settings (predefined tags): "+" has had an incorrect position and overlap with field's line for a moment.|
|HD-4992||Firefox and Internet Explorer browsers: Remote Control pop-out invalid state error.|
|HD-5008||Licensing: The error message "An instance of SOTI Assist is already activated against this MobiControl" is not displayed.|
|HD-5014||Installer fails to rollback database when the tables are open/active in SQL Server.|
|HD-5047||'Attach Remote Control screenshot' functionality should be enabled once the device is embedded into a ticket from standalone page.|
|HD-5050||Remote Control startup doesn't give error message/terminate for offline devices/devices with limited connectivity in SOTI Assist/MobiControl.|
|HD-5060||Remote Control panel image not preserved upon pop-out for Lenovo tab in all browsers.|
|HD-5063||Device Info tab in SOTI Assist Remote Control panel not displaying info as per MobiControl device details tab.|
|HD-5085||Long device names should show ellipses in device association panel.|
|HD-5116||Remote Control session log duration flickers when multiple devices are being Remote Controlled in same incident.|
|HD-5127||Installer does not show any databases when Windows authentication is used to connect to MobiControl SQL Server.|
|HD-5155||SOTI Assist admin utility displays false error for SOTI Assist service field.|
|HD-5162||Device screen not aligning to the center of Remote Control panel.|
|HD-5168||Device detail URL feature causing errors in MobiControl console.|
Original Release v1.0.1_B4160 August 15, 2017 (Download)
Following are features and enhancements completed in this release.
Preview File Attachments
Provides the ability to preview image attachments in the incident page. Previously, in order to view an image attached to an incident, you must download the attached image and view it using external tools. With this enhancement, the image is displayed inline within the incident.
Export Incident Tags
Include incident tags in Export to CSV functionality. Predefined and user defined tags are now included in the Export to CSV functionality.
Support HTML for Outbound Emails
Emails from SOTI Assist are now sent in HTML format.
Following issues were addressed in this release:
|HD-4073||Admin Utility throws error with a Wildcard Cert Admin Utility|
|HD-3577||RC panel does not come back to default position Remote Control|
|HD-4547||RC session page: Embed in New/Existing incident control is lost if during session the trial license has been extended. Remote Control|
|HD-4562||Device button icon overlay with pan icon in small browser size Remote Control|
|HD-4578||RC crash on mix image quality Remote Control|
|HD-4581||UI: Spanner and cancel Icon doesn't display on file explorer, search result Remote Control|
|HD-3685||Setting button is available if the license is expired. Settings|
|HD-4576||Clicking 'Add' Note more than once (on slow connection) should not add duplicate notes Ticket Activities|
|HD-4597||Client: Auto re-size for activities is not handled correctly on ticket page. Ticket Activities|
|HD-4490||Incorrect message is displayed if the MC installation ID is not defined for the existing registration code. Trial Activation|
|HD-4960||Clicking on RC button doesn't replace current image preview in RC Panel. Remote Control|
|HD-4577||In IE, Edge browsers, long note texts are not wrapped UI|
|HD-4028||When deleting tag group with tags, delete confirmation dialog does not close UI|
|HD-3154||Field validation behavior should be consistent between SLA and Email UI|
Original Release v1.0.3918 on May 9, 2017
MD5 Checksum: 98c1826c6fdac87f8dc4f6f8acae4bd0
SOTI Assist is the first help desk solution optimized to fix mobile device problems. The industry-best remote control makes it easy to analyze and resolve mobile device issues from anywhere, at any time. Integration with the SOTI ONE platform gives help desk technicians instant access to device and application information to resolve problems faster, the first time. SOTI Assist keeps your workers working and your help desk staff happy and productive. More information is available in the product documentation.
- Incident Management
- Remote Control
- Integration with MobiControl
Capture and track incidents from the time they are reported to resolution. This ensures services are restored in a timely manner with minimum impact to business operations.
Filter and search reported incidents. Additionally, provides a summary of reported incidents and insights into team's performance.
Integrate with an external email inbox to support incidents using email as communication channel.
Create Incident from email
Report an incident by sending an email to the inbox. This email is then retrieved and automatically converted into a new incident with the sender as the reporter of the incident.
Notify the reporter, person who reported the incident, with an email message acknowledging that the incident is being processed by the help desk team. Also, notify the reporter when the incident is resolved. The notification messages are customizable through templates.
Update Incident through email
The reporter can reply to the incident notification email. The message in the reply is captured within the incident as an input from the reporter.
Communicate through email
Help desk technician working on the incident can send an email to the reporter and to others in the team to communicate and collaborate on the incident.
SOTI Assist supports capturing the contact information of the person reporting the incident that is not found in the system. The contact information can be modified later when necessary.
Link Managed Devices
Find devices managed in MobiControl and link them to incidents.
Attach one or more files directly to the incident. The attached files can be downloaded from the incident. If you wish, you can also delete them from the incident.
Use tags to group Incidents or simply tag for future reference. An incident can be tagged with one or more tags. And from the dashboard you can find incidents matching a specific tag. There are two kinds of tags – predefined and user-defined. Pre-defined tags are tags created and managed by administrators and are available for help desk technicians to select and add them to incidents. User-defined tags are tags that are created by help desk technicians.
Add one or more private notes related to an incident. Added notes are logged as activities within the incident and are only visible to team members.
Tickets can be linked to one another allowing related incidents to be grouped together to provide a knowledge base of resolution steps for future similar incidents. You can specify the relationship for the linked incident such as 'related', 'blocked by', 'blocking', 'resolves' and 'resolved by'.
Work on an incident by assigning it to yourself or assigning it to another team member.
Enables technician to remote into a device linked to an incident. During a remote session, you can view the device’s screen and interact with it, get the latest device information and use the available file browser to explore the device’s file system.
Tools, controls, and options for the remote device screen:
- Zoom in and out of the screen, zoom to actual size (1:1 ratio), fit device screen to console screen, and pan in zoomed view
- Capture screen with options to either save a file or attach it directly to the incident
- Use device buttons available on the device
- Control image and color quality of the device screen view to improve performance in low bandwidth network
- Total used and available memory
- Total used and available space of both internal and external storages
- Screen display information
- Tree view of the filesystem
- Search the file system for specific files or folders
- Download files from the device to your local machine
Integration with MobiControl
SOTI Assist and MobiControl are automatically configured to work with each other.
SOTI Assist will leverage the federated authentication feature in MobiControl to authenticate its users with MobiControl, so that the users can navigate between MobiControl and SOTI Assist without re-login.
Access devices in MobiControl
Enables SOTI Assist to find devices managed in MobiControl, so that they can be linked in incidents.
Access MobiControl users
Search members of user directories (LDAP/AD) configured in MobiControl to find people reporting the incidents.
Create new incidents directly from MobiControl
From MobiControl, initiate a remote control session for a device using SOTI Assist remote control capabilities. When using the web-based RC, the session can be embedded into a new incident or an existing incident. For improved auditing, SOTI Assist can configured to automatically create a new incident whenever remote control is initiated.