Dove365 Support Release Notes
Support 1.0.0
Market version 1.0.0 · Support solution 1.0.0.4 · Common solution 1.1.1.0 · Initial release
The initial Dove365 Support release introduced the model-driven support workspace, support case handling, managed services, queue handling, dashboards, automations, and support security roles.
- Dove365 Support model-driven app.
- Support-focused Account and Contact forms.
- Case management using
dove365_case.
- Managed Service records for contracted support allocation and usage.
- Service Offering lookup usage for classifying support coverage.
- Support Activity records for logging time against Cases.
- Category and Subcategory administration for Case classification.
- Queue and Queue Item handling for default queue intake, user queues, and picked work.
- Organisation-wide Support Dashboard and Personal My Support Work Dashboard.
- Kanban Board for working queue items by support state — Awaiting Triage, Assigned, In Progress, and Escalated — with pick up, assign, release, and escalate actions.
- Queue Workload Board for balancing load across users, teams, and queues, with workload scoring, capacity states, and drag-and-drop reassignment.
- Support Activity Time Tracker on the Case form, writing completed Support Activities with rounding, daily and case totals, and managed service allocation warnings.
- Support overview and training web resources.
- Automation for support email triage, default queue configuration, managed service usage, monthly allocation reset, escalation notifications, and case resolution.
- Plugin support for aggregating Support Activity hours against Managed Services.
- Security roles for Support User, Support Account Manager, and Support Admin.
Assign Support security roles
Configure default queue GUID
Configure support mailbox
Run Configure Default Queue
Confirm email triage creates Cases
Create Categories and Subcategories
Confirm Service Offerings exist in Common
Confirm dashboards load data
Confirm both work boards load
Give every user their own queue
Confirm users appear in Dove365 Users view
Add the time tracker to the Case form
Dove365 Support is brand new in this release. Install Dove365 Common 1.1.1.0 before Dove365 Support 1.0.0.0.
The work boards depend on queue membership. Work can only be routed to a user who has an active queue of their own and is a member of it, and each user only sees work in public queues, queues they are a member of, and the configured default queue. Most reports of failed assignment are queue membership problems.
Queue item counts and case counts are different measures. My Queue Items counts Queue Items where the signed-in user is set as Worked By. Cases Available to Pick counts unassigned Queue Items in the configured default queue.