Version Hydra (Billetterie 1.0)

Release Notes

• Release date: 5 April 2014

Changes from previous Version

• E-filing (CUBA) – Content Digitisation Solution v.1)
• Online Search (self service)
• IP Online Solution with Journal Publishing

Organisational Setup

Corporate Branding	Semi-configurable – branding files can be swopped
Departments	Ptolemy categories for organisational domains
Service Categories	Services matched to domains

Service Request Processing

SLA	Managed using Ptolemy work baskets
Reassignments	Task assignment based on Ptolemy workbaskets
Problem Types	Domain specified
Response Templates	Creating standard responses for tickets.

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.
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

User Management

Field Authentication	Microsoft controls for field validation
Windows Authentication	Active directory integration (SSO)
Agents	Agent management
Clients	Client management
Profiles, Roles & Permissions	Defining which features users can access and privileges they have on them

Myworkspace

Log in	Page used for authenticating the Agent
CUBA web client	Creating requests (new applications, single file)
CUBA desktop	Creating requests (new applications, batch file)
Request Resolution	Ptolemy framework
Reports	Reporting utility
Profile Management	Page used to view and manage the Agent’s profile

Integrations

API Management	Custom integration based on REST APIs
Hosting	On-premise/ webhosting
APIs	APIs for data exchange, e-journal, CUBA
XML integration	Third-party integration based on asynchronous protocols for bulk file transfers