Latest HEAT Software - Version 9 and 9.0.1

Wizard Systems is pleased to announce the availability of HEAT Service & Support 9.0 from 13th January 2009.

HEAT version 9.0 is the latest release from FrontRange Solutions, and features:

Web User Interface for the Technician

• The new Web User Interface is a browser-independent web application (will work with Firefox, Internet Explorer, Google Chrome, or Apple Safari) that supports most of the rich client functionality, including the ability to create and execute Call Groups, ability to execute a subset of AutoTask actions, full form rule support, and access to the HEATBoard.

HEAT Messaging Center

• The HEAT Messaging Center becomes the integration hub for Help Desk and Service Desk tools. Offering the ability to create Web Services, process XML files, and monitor Email (Exchange, Lotus, or GroupWise), all without the need of a programmer. The Messaging Center creates and updates incidents, customer records, and customer configuration records.

AutoTask Enhancements

• HEAT 9.0 includes a number of new AutoTask enhancements that allow administrators to streamline workflow. For example, the Web Browse action can pass Incident data to any receiving Web Form without opening a browser. The GoTo Call action, and Create HEATBoard action, allows the user to better create parent-child relationships between call records. The dialogue actions allow administrators to customize messages to the user, and control the path of the workflow on the fly.

...and in HEAT 9.0.1

The latest version of HEAT Software is HEAT 9.01. HEAT 9.0.1 is a full service pack for the HEAT 9.0 release and addresses a number of database compatibility issues associated with the Web UI, as well as high priority issues for other parts of the application based upon customer feedback.

HEAT 9.0.1 also includes HEAT Survey, a web-based solution designed to enable service organisations to quickly create, host and populate surveys across the enterprise - helping managers track user responses to individual topics or gauge the overall level of customer satisfaction.

Responses from surveys taken using the HEAT module can then be linked to corresponding call records creating a strong paper trail of issues and helping the IT service team to analyse issues and implement improvements moving forward. HEAT Surveys can be initiated on an individual customer support issue using various sampling methodologies or can be performed across the entire customer base on a periodic basis.

If you have a Support Contract with Wizard Systems, you or your administrator can download HEAT Service & Support from the FrontRange Solutions support site at http://support.frontrange.com. Click on the Drivers and Downloads link on the left column and select HEAT. Please note, the HEAT 9.0 installer also includes HEAT Self Service 9.0 which is still offered as an add-on module.  If you would prefer to have the upgrade on a CD and sent to you, please let me know.

HEAT Asset Tracker and HEAT Self Service customers should read the Readme file before upgrading.