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Comm100 X2 Upgrade - Ticketing & Messaging Changes

The Comm100 X2 upgrade brings about a few changes and if you are currently using Ticketing & Messaging, you may need to reconfigure some of the features.

 

Changes in Agent Console   

  • Order of Views is reset to default after the upgrade. The order of Views is recorded in the browser side's local storage. When you upgrade to the Comm100 X2 platform, the sorting of Views is lost. You need to re-order the Views after the upgrade. 
  • The name of some fields in Views is changed after the upgrade.
    The following table lists the new field names.
    Current PlatformComm100 X2
    Assigned Agent
    Assignee
    Assigned Department
    Department Assignee
    Created At
    Created Time
    First Message Channel
    Channel
    First Message Channel Account
    Channel Account
    Has Draft
    If Has Draft
    Last Reply At
    Last Replied Time
    Last Status Changed At
    Last Status Changed Time
    Last Updated At
    Last Updated Time


Changes in Control Panel  

  • Canned Messages is moved to the Global Settings tab.canned message.png
  • Auto Allocation is renamed to Auto Distribution.auto distribution.png
  • Working Time & Holidays is renamed to Operating Hours & Holidays.working time and holidays.png
  • Routing Rules: Some fields or field options in the Routing Rules are removed in the Comm100 X2 platform.
    If you have configured the following fields in your Routing Rules, your Routing Rules will fail to work. You need to update the conditions after the upgrade.
    • First Message of Ticket: This field is removed in the Comm100 X2 platform.routing rules 1.png
    • Custom Fields with Agent type: The field options @Me and Unassigned are removed in the Comm100 X2 platform.agent.png
    • Custom Fields with Department type: The field options @My departments and Unassigned are removed in the Comm100 X2 platform. department.png
  • SLA Policies: Some field options in the SLA Policies are removed in the Comm100 X2 platform.
    If you have configured the following field options in your SLA Policies, your SLA Policies will fail to work. You need to update the conditions after the upgrade.
    • @Today+1, @Today+7, @Today+15, @Today+30: These options are removed from fields Create Time, Last Status Changed Time, Last Updated Time, Last Replied Time, and Custom Fields with Date type in Comm100 X2 platform. You need to reconfigure the condition based on your scenario.
  • Triggers: Some fields or field options in the Triggers are removed in the Comm100 X2 platform.
    If you have configured the following fields in your Triggers, your Triggers will fail to work. You need to update the conditions with the new fields after the upgrade.
    • First Message of Ticket: This field is removed in the Comm100 X2 platform. 
    • @Today+1, @Today+7, @Today+15, @Today+30: These options are removed from fields Create Time, Last Status Changed Time, Last Updated Time, Last Replied Time, and Custom Fields with Date type in Comm100 X2 platform. You need to reconfigure the condition based on your scenario.
    • The name of some Macro parameters in the Trigger Email are changed after the upgrade. To make sure your previously configured Macro in the Trigger email can still map the information you need, please update the macro parameters as below after the upgrade.triggers.png
Current PlatformComm100 X2
{!Ticket.First Message Channel}{!Ticket.Channel}
{!Ticket.First Message Channel Account}{ !Ticket.Channel Account}  
{!Ticket.Created At}{ !Ticket.Created Time}  
{!Ticket.Last Status Changed At}{ !Ticket.Last Status Changed Time}  
{!Ticket.Last Updated At}{ !Ticket.Last Updated Time}
{!Ticket.Assigned Agent}{ !Ticket.Assignee}  
{!Ticket.Assigned Department}{ !Ticket.Department Assignee}
  • The System Fields and Custom Fields are now merged under the Fields tab. fields.png
  • Fields under Visitor/Contact and Session in the Field Mappings are merged to Visitor in the Comm100 X2 platform.mappings.png