Version Volans (Billetterie 2.5)

Release Notes

Release date: 29 March 2019

Changes from previous Version

• Fully-fledged platform for service digitisation (available as PaaS and on-premise)
• Technology update
• MVC 5 (Design pattern)
• Entity framework
• Preparing the product for SaaS and On-Premise deployment
• Responsive layout (Bootstrap)
• Admin Panel completion
• New UI
• Live Chat V1
• Law Practice Solution (Version 1)

Organisational Setup

Corporate Branding	User configurable branding that enables the organisation to customise the identity of the product to match the identity of their organisation using MVC5.
Departments	User configurable organisational structure for the organisation using MVC5
Services	A list and association of services the organisation offers internally and to their clients using MVC5
Service Categories	Grouping of similar Services that department offer using MVC5.
Business Calendar	The availability and operational hours of the organisation using MVC5.
Holidays	Setting up public and organisational holidays using MVC5.
Offices	Allocate branches of an organisation using MVC5.

User Management

Forms Authentication	Authenticating users from the Billetterie DB using MVC5
Windows Authentication	Allows agents to sign in to Billetterie using their Windows credentials using MVC5
Agents	Agent management
Clients	Client management
Profiles, Roles & Permissions	Defining which features users can access and privileges they have on them
Absence Management	Determining which Agent is available to be assigned tickets.

Myworkspace

Log in	Page used for authenticating the Agent
Admin Panel	Page used to manage & customise Billetterie functionality. The navigation icon to this service is only displayed when the Agent’s profile has administrator access.
Ticket Creation	Page used for ticket creation
Ticket View	Page used for viewing the details of the ticket
Ticket Search/Browse	Page used for searching/ browsing for a ticket
Ticket Resolution	Page used for ticket resolution
Reports	Page used to generate and export reports
Dashboard	Page used to display the User Feed and upcoming events related to the Agent and their assigned tickets.
Profile Management	Page used to view and manage the Agent’s profile

Service Request Processing

SLA	Set up SLA time for ticket resolution, reminders, escalations, closing
Escalations	Defining who to escalate to if the SLA is not being met
Turnaround Time	Reusable object that calculates TTO, TTR, and escalation dates for the system.
Problem Types	Identifying the type of problem, the ticket is categories as.
Response Templates	Creating standard responses for tickets.
Workflows	Configurable business process flow of the ticket lifecycle.
Ticket Priorities	Configuring the SLA state when a ticket is in a specific priority level.

Communication & Notifications

Email	Configurable SMTP settings to enable email communication for the system.
Mime Types	Defining the file types that the system should allow to be attached in correspondences depending on the communication channel.
Messaging	Using the portal to create, view and respond to messages generated by the system, client/ agent.
Email Notifications	Enable/Disable mail notifications on ticket events per Organisation/ Department/ Individual.
Email Dispatcher	Sending mail immediately after an action/event has been completed or queuing the mail to be sent in batches

Integrations

API Management Platform	SnapLogic with Cloudplex and Groundplex solutions for integrating to cloud applications and on-premise applications respectively. Also connects to other API management platforms e.g. Apigee, Microsoft Azure, 3Scale, CA Technologies’ Layer 7, Amazon Web Services (AWS), Kong, Axway, and more
SaaS hosting	AWS platform
Connectors	More than 500 intelligent pre-built connectors (snaps) for authentication (e.g. active directory), analytics, big data, ERP, DBMS, IoT, SaaS, Social Media
APIs	API creation, API management, Full lifecycle API management
XML integration	Third-party integration based on asynchronous protocols for bulk file transfers