Whats New in This Edition

The following changes and additional features have been documented in this version 19 edition of the COM System Administrator Guide:

General

  • In the Find Customer dialog box, changes have been made to support input masks mainly for customer phone numbers. The input masks can be defined in the Screen Information screen. The settings are shared by the ComplaintsDetailView and the Find Customer dialog box. The input masks have been pre-set for CustomerHomePhone, CustomerBusinessPhone, CellPhone, EveningPhone and CustomerZipCode. The EveningPhone is linked to PhoneOther in the Registered Users table. You can view or edit the PhoneOther field in the Screen Information screen.

Context Properties

  • The Cmn > Email > Address > Local Special Characters and Cmn > Email > Address > Domain Special Characters context properties now both include a period (.) as a special character by default. If you allow the use of a period in email addresses, make sure to include it as a valid character.
  • The following context properties have been added under COM/Customer Feedback settings:
    Context Property Description

    COM > Customers Feedback settings > Allow user to view all actions when using action related search criteria

    		 If selected, the user assigned to perform an Action is now able to view other actions that may have been performed by others in relation to a feedback.
    COM > Customers Feedback settings > Update division drop-down choice list when department is changed

    If selected, when users select another department, the Division field shows the divisions associated with the department. If not selected, the Division field shows all divisions.
    COM > Customers Feedback settings > Default phone number length

    This controls the display of phone numbers in COM with the default value set to 10. If the raw phone number is shorter than the value set, spaces will be added at the beginning of the phone number to match the input mask.
    COM > Customers Feedback settings > Default extension number length

    This works with the context property, COM/Customers Feedback settings/Default phone number length. The values set in these context properties should match the length of the input mask set in the Screen Information. For example, if the input mask is (###) ### - #### (####), the length of the phone number should be 10 and the extension length should be 4. If the phone number is shorter than the required length, spaces will be added at the beginning.

    If the extension number is shorter than the required length, spaces will be added to the end. If either one of them is longer than the required length, it will be truncated.
    COM > Customers Feedback settings > Window Eyes User Group

    This property has been renamed as Customers Feedback SettingsScreen Reader User Group . It applies not only to Window Eyes but also to other third party screen readers.
    COM > Customers Feedback settings > SchTime auto populate fields > Block

    If selected, the BlockId, BlockNum, and BlockName fields are automatically filled in when the Schedule (Sch) Time is modified. It is selected by Default.
    COM > Customers Feedback settings > SchTime auto populate fields > Employee If selected, the EmployeeId, BadgeNum, EmployeeDetail, and EmployeeInfo fields are automatically filled in when the Schedule (Sch) Time is modified. It is selected by Default.
    COM > Customers Feedback settings > SchTime auto populate fields > Run If selected, the RunId, RunNum, and RunDetails fields are automatically filled in when the Schedule (Sch) Time is modified. It is selected by Default.
    COM > Customers Feedback settings > SchTime auto populate fields > Vehicle If selected, the VehicleId, VehicleNumber, VehicleDescription, and VehicleInfo fields are automatically filled in when the Schedule (Sch) Time is modified. It is selected by Default.

    To prevent the Vehicle Number field from being cleared when other fields such as the Stop or SchTime fields are updated, this property should not be selected.

  • The following context property has been added to provide support for the use of an HTML template: (This is for users who choose an HTML output and who may encounter issues when running Word in the background because Microsoft no longer supports running MS Office in the background as a service.)
    Context Property Description
    COM > Email and Formletter > Use HTML file as FormLetter Template If selected, users can choose the html template as the email template. To include data from the selected feedback in the html file, insert the following: {{ColumnName}} where Column Name is the name of the database column that you want to use from either the ComFeedback or ComSubject table.
  • The following context property has been added to support data caching:
    Context Property Description
    COM > Schedule Data > Data Cache > Number Of Days Look Back

    The system loads the schedule data from the current date back to the number of the days set. This includes data from all sign-up periods within

    the date period covered.

    An additional switch was also added to support this: COM > Cache > Log > Enable - If selected, the log information is added in the Cdblog.

    The cache is loaded after the Service Shell has been started and reloaded based on the following context properties:
    • COM > Schedule Data > Data Cache > Refreshing time
    • COM > Schedule Data > Data Cache > Refreshing weekday template
  • The following context property applies to the processing of escalation email messages:
    Context Property Description

    Notification > Generator > COM > Escalation Email > Use the last action for generating escalation email

    If selected, the escalation email will be sent to the distribution list of the Division/Department of the last action. If not selected, the notification is sent to the distribution list of the division/department of the first person who opened the ticket (first action) by default.
  • The following context property applies to COM and OPS integration:
    Context Property Description

    COM > OPS > Match BlockRoute by LineGroup in BD System

    If selected, COM uses LineGroupAbbr instead of LineAbbr to match the BlockRoute in BD. This is the default and applies when the property, COM/OPS/System is set to BD System.

Ancillary Data

  • The Inactive field has been added to the following ancillary data screens:

    • Investigator Action Types - If selected, you are only able to select active action types in the COM Representative and COM Investigator screens. (The IsDeleted field has been removed.) In the Context dialog box, all Investigator action types can be selected.

    • Feedback Priorities - If selected, you are only able to select active Feedback priorities in the drop-down list COM Representative and COM Investigator screens. In the Context dialog box, all Feedback Priorities can be selected.

    • Feedback Subtype - If selected, you are only able to select active subtypes in the COM Representative, COM Investigator, Feedback Responsibilities, and Financial Penalty screens.

      In the Context dialog box, all Feedback Subtypes are displayed and can be selected.

    • Communication Modes - If selected, only active Communications Modes are shown in the Reply Method/ Response Method drop-down lists in the COM Representative and COM Investigator screens. In the Context dialog box, all Communication Modes are displayed.

    • Transportation Modes - If selected, only active Transportation Modes are shown in the drop-down list in the COM Representative and COM Investigator screens.