Release date: 7/11/2019 10pm PST.
This release focused overhauling our admin functionality and creating more flexibility around custom roles and permissions for users. We introduced a brand new Admin Console to simplify setup and ongoing configuration. Here’s what is going live on Thursday:
All admin and configuration settings have been consolidated into its own section for easy access and quick editing. You will be able to (depending on your permissions) customize certain aspects of the Relay experience for your teams. You can access the new Admin Console by clicking “Settings” in the left navigation panel.
The Admin Console has 4 major sections: Personal Settings, Organization, Communications and Customization.
You can read a full overview of the Admin Console here.
Roles and Permissions
One of the key updates with this release is the ability to have granular control over every feature and permission that each Relay User has access to.
Some quick definitions:
Permission – A Permission is a flag to enable or disable specific functionality for a User within Relay.
Role – A Role is a group of permissions that can be applied to a User within an Organization.
By default, each Organization will have two Roles: Admin and Agent. An Admin role has all permissions included in your package and the Agent role has a subset of permissions related to Issues and Customers. All existing Users with the “Group Admin” permission today will have the Admin permission following the release. All other Users will have the Agent permission.
In addition to the default Admin and Agent Roles, Organizations can create new Roles and fully customize the permission sets for each Role. This will provide tighter control on who can view, edit, add, or delete various objects in Relay.
For a full overview of all available permissions, go here.
In this sprint we focused on core functionality improvements as well as added a new support bundle check and new intrusion detection functionality.
Printer Devices: Functionality around monitored printers has been expanded and optimized to ensure we are surfacing the most valuable data available.
- Dynamic Printer-type Checks: Printer checks such as the Printer Levels check will only be available under a Printer-type device when we are able to confirm the device is a printer. These checks will not show for any other types of devices.
- STAR: Printer-type devices identified as Star will include a Printer Levels check that includes a Status Detail with “Printer State”, “Toner/Ink Levels”, and “Paper Levels”.
- SNMP: We now attempt to match Printer-type devices identified as a SNMP-type printer to one of our current SNMP data-maps. If we are unable to match a SNMP-type printer to one of our SNMP data-maps, only our Connectivity and Device Scan checks will be added to the device.
Status Detail Clean-up
The Status Detail descriptions of our Proactive checks have been updated to be more user-friendly.
Support Bundle Check (requires version 3.0 or greater)
A new Support Bundle check has been added to our Proactive physical device and it provides the ability to edit the Proactive agent’s log-level details, and retrieve logs via the Relay intercace. These logs will provide valuable insight into the health of the remotely deployed Proactive agent, as well as the network on which the agent is deployed – allowing support teams the ability to initiate solutions to incidents before they become problems.
The Support Bundle check will be available at Customer Locations > Technology > Relay Sense (Onsite Agent) > Edit > Checks > Support Bundle.
We completed an integration with TeamViewer to enable technical support teams to launch a remote desktop login session from an open Issue in Relay.
Once the integration is configured for your Organization in Relay, a new TeamViewer icon will appear for agents in the Public Chat panel. When clicked, a TeamViewer link will be generated that can be sent to the Customer with a custom message.
The Customer can click the link and TeamViewer will be installed on their workstation or device and automatically added into the Relay User’s TeamViewer account. When an agent attempts to connect to the customer’s TeamViewer session, the customer will be prompted with a confirmation screen to allow access to their device. When the customer confirms, the TeamViewer session will begin and the agent will be granted access into the customer’s workstation or device.
Salesforce Integration Update
We made a handful of small updates to our bi-directional Salesforce Case < – > Issue integration with this release. We updated all language to match the field names in Relay, added a few new fiends and reduced clutter in the case comments to make it easier to follow along with Relay updates as they get pushed to Salesforce.
- Site History. Fixed a bug where the Type and Status were not always updating correctly on the Customer and Location profile
- Log Notes. When adding a log note from the public chat room, the composer switched back to the source channel, but the text remained as the log note text. It now properly switches back to the previous communication channel after the log note is entered. Also, Usernames now appear in log notes when added from the public chat.
- Knowledge Base: Updated the Accordions to default to the closed view instead of the open view. Added revision history under Activity to track changes.
- Proactive – Fixed an issue where the Printer Levels check Status Detail was returning a value of “(false)” when data returned in the check did not include the data expected to be included. Also fixed an issue where the user-editable General and Threshold configuration fields were no longer available.
As always, if you have any questions, don’t hesitate to reach out to email@example.com.