ServiceDesk 4.8.3 Update 08/28/16

It's a common issue.  You are using SB-DispatchLink (SBDL), SP-DispatchLink (SPDL), LG-DispatchLink (LGDL) or Samsung-DispatchLink (SSDL).  The utility pulls a dispatch from its connected entity and creates a Callsheet for you.  You suspect it did not place in all the available information as perfectly as it might have.  Perhaps you are able to look in the online data and find stuff there that was not placed in the Callsheet, or perhaps it reads differently than in the Callsheet. 

Is it possible that Rossware's utility did not process the data as it should have? 

The short answer is yes: certainly, it is possible. 

However, it's impossible to know if any apparent fault is in the utility or if it is in such data as the entity (e.g., ServiceBench) handed off to the utility -- unless we are able to see exactly what data was in fact handed off. 

That is the purpose of this new feature (i.e., to allow such visibility).  From here forward, we are configuring each of the utilities to include a raw-data file that will be a precise copy of such data as was provided by the connecting entity when it handed off the dispatch.   Each Callsheet will include a hyperlink reference to its respective file: 

A simple double-click on that hyperlink will display the direct, actual data for you:

You may then see and compare, with intent to determine if there was any information provided that our Rossware utility might (if better coded) have been able to handle for you in a more beneficial manner. 

If you find yes, you will then be well-equipped to contact us at Rossware.  You can show us the actual data, and how our utility did not handle it as beneficially as it might have.  We'll then be poised to know exactly what we can do to make it better. 

In the alternative, you may find that the underlying entity (e.g., ServiceBench) is not handing off such data as you need to have them hand off.  If that is the finding, you and we will then be well-equipped (we often do go to bat for you in situations like this) to go to that entity, and "hold their feet to the fire." 

For context, we have always in the past gone through the process of analyzing such underlying data on our own (though sourced from a more difficult to access location), when a a concern has been brought to our attention.  This new feature allows you the opportunity to examine it on your own first (it likewise provides us with a much easier source when we wish to examine). 

There is a counterpart to all of this.  Please don't expect us to invent data that the entity has failed to hand off to us.  And please don't expect us to present you with better data than they have handed off to us.  This new feature allows you to see precisely what they have handed off (and in each specific instance), so that you can judge for yourself. 

As of the date of this release, we have so far only updated SBDL (Ver. 4.8.1) to create the underlying files and connected Callsheet hyperlinks.  We'll plan to have the same new feature within each next update of the other utilities.  Please note you must update to this 4.8.3 release of ServiceDesk (or higher) for the new style of hyperlink as is involved to function.  If you have not done so, the response to double-clicking on any such hyperlink will be a message indicating that the document cannot be found.