Version 7.10 feature overview: explore case management in any section, new data enrichment from email, dive into the brand-new "business rules" feature that brings the power of low-code customization
You can now enter time values in “time” and “date and time” fields without using delimiters, such as “:”.
Summaries (number of records, amount, minimum, maximum and average values) in section lists are now updated each time a record is added or deleted, without the need to re-load the entire section page. This includes adding records via pop-up summaries.
Addresses on the map are more precise now, even if identical street names exist in the region. ZIP/postal codes are now taken into account when searching addresses on the map.
If you copy an activity and change its assignee, the previous assignee is now deleted from the [Participants] detail.
Dashboard filter setup has been improved. Now, you can disable a dashboard filter without modifying it in the dashboard settings.
You can now open a custom section’s record pages by clicking links in “List” dashboards.
Phone integration and managing communications
Fixed the issue with identifying the direction of emails (incoming/outgoing). Previously, if the [From] field was left empty in the [Send email] process element settings, the outgoing emails sent by that element would display as incoming emails.
Fixed an error that caused email signature images not to display for certain users.
The list of emails displayed on the [Email] tab of the communication panel has been improved. Previously, email previews could include parts of HTML markup.
Google calendar synchronization
We have improved the synchronization of “Whole day” meetings with Google. These activities are displayed as dates in the Google calendar, without specific start and end time. This cased the synchronized bpm’online activities to display incorrectly. Now correct start and end time is displayed for these activities in bpm’online.
Pharma and Field sales
A new [Cyclic tasks] section automates planning of visits to physicians, pharmacies (Pharma) and accounts (Field sales). New features are:
A cyclic task calculation action is now available on the cyclic task page, enabling you to calculate the number of available visits.
You can now maintain a separate work hour calendar for the system users. Bpm’online Pharma additionally features physician calendars.
Bpm’online automatically plans visits according to the calendars of physicians and pharmacy reps (Pharma) and sales reps (Field sales).
If a manually created activity matches the parameters of a cyclic task, it will be automatically linked to that task
The text of automatic case notifications is now displayed in paragraphs.
You can now immediately close reopened cases after receiving confirmation from the customer. If the case is not evaluated yet, the customer will receive the evaluation survey email.
Customers are now able to add detailed case feedback on the customer portal. The customers will know that their feedback is heard, while the helpdesk employees will be able to identify problem cases and use the feedback to improve the service process. To leave case feedback, customers need to click the complaint button and enter their feedback in the opened window. You can toggle this function on and off.
Bpm’online now checks for employees' emails sent to the support mailbox. Such emails are flagged as outgoing upon synchronization of personal mailboxes of the support staff. Cases are now created based on all emails sent to the support service, regardless of whether the emails are synchronized or not.
The text in the [Description] field of cases created based on emails is now split into paragraphs.
Now you can set up a delay before sending automatic case notifications. This will enable you to send feedback forms to the customers after they had a chance to try the case solution.
When creating cases based on the incoming emails, you can now enable automatic adding of new contacts if the case contact could not be found in the system. A new system setting enables toggling this function on and off.
The new field for entering case solutions has been added in bpm’online customer center.
Customer feedback received from the customer portal now affects case status. If a customer leaves negative feedback, the case will reopen automatically. If the customer leaves positive feedback, the case is automatically closed.
All recipients of the original case email now receive same notifications as the case contact. This way everyone involved in the case resolution will stay up to date with all developments.
Case notifications now include the subject from the original email. This lets the customers track email history of their cases. If a case has been created from a call, then the [Subject] field of notifications will contain the subject from the email template.
Support service is now specified as the sender of emails sent from the case page.
• By default, the [From] field contains the support service mailbox where the customer’s email was originally sent.
• If a case was not registered based in an email, then the [From] field will contain the email specified as the default helpdesk mailbox in the system settings
Base Interface: New Global search
Bpm'online searches in all sections, without the need to select a section before searching.
Bpm'online searches in all fields (i.e., not only by account name, but also by its alternative names).
The command (help) line will also search in the custom sections and lookup fields.
Accounts and contacts are searched by their additional communication options, addresses and banking details.
You can also look for file attachments and links by using their names or notes as you search.
The global search feature will take morphology and typos into account (English version only).
To run a global search, all you need to do is enter the searched text. All matching data will show up in the search results. Forget about adding the “%” character to your strings! For better results, enter several words that might be relevant to your search, for example: “James Rodrick CEO Axiom”.
Searched text is highlighted in the search results.
The search results are sorted by their relevancy. If the global search is run from a section, the list of search results will show that section’s results first and then the other results. For example, if you search something from the [Contacts] section, all found contacts will be at the top of the search results list.
In the file system development mode, you can now use all the built-in customization and development tools (wizards, designers, publication of objects, administration, etc.). The modified source code in the file system is updated automatically. This will significantly simplify and speed up the development process.
The ability to unload packages through the application interface was implemented. This will allow you to receive archives with packages for installation to another site, without the use of console utilities. Select the "Download packages to archive" action from the context menu of the package and the browser will download the ZIP-archive with the selected packages.
The work of the import-export mechanism for schemes with selected source codes was fixed.
A new version of the DevExpress report designer for bpm'online has been released. Starting with version 7.10.2, all previous versions of the designer will not be supported. If you use the DevExpress report designer for bpm'online, we recommend you to update it now. The new version can be found .
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