Mediachase IBN Help Desk and Project Management Blog

IBN 4.7: Advantages of Using Document Manager Over File Library

2008-07-18T19:03:00Z

If you have files that multiple people will be collaborating on and making changes to, then you may prefer using the Document Manager rather than the traditional File Library tied to projects. When you upload files to a File Library, there is no way of keeping track of version numbers or version history. The Document Manager allows you to add versions, assign flags (Draft mode, For Review, Reviewed w/ Edits, Final Draft, Approved, Published), add comments, add resources, show update history,...(read more)

How to Set Up Timesheets and Time Tracking in IBN 4.7

2008-06-27T00:25:00Z

With the impending release of IBN 4.7, one important new feature introduced with this release is full time tracking and timesheet capabilities. Unlike 4.5, where you could only track time within a project, the new and improved Timesheet feature allows you to track time from every task, to-do and project. Here’s a walkthrough from an end-user perspective on how Timesheets work in IBN 4.7: Time Management View You have a consolidated view of your tasks, to-dos, and projects with the amount...(read more)

Project Management Methodology and Process

2008-05-29T23:06:00Z

Here are some guidelines to follow if you are a project manager involved in more complex projects requiring a phased approach.Team Concept Every successful project is a team effort. The most successful projects involve active participation on the part of the client. Available resources include: project managers, developers, graphic designers, QA testers, and IT professionals. Planning and Coordination Projects fail in most cases not because of developers, but because of a lack...(read more)

Industry Trends Toward Software as a Service

2008-05-29T19:15:00Z

With the IBN, we offer an On-Demand option for companies and organizations that don’t have the IT resources or infrastructure to host their own IBN environment. This essentially follows the Software as a Service model, or SaaS, a growing trend in the software industry. SaaS offers numerous advantages to traditional software offerings. On the customer side, they don’t have to worry about setup, installation, and maintenance in-house, making SaaS an attractive business option for cost-conscious...(read more)

Feature List for 3 IBN Server Packages

2008-05-20T01:03:00Z

The Instant Business Network has released 3 server packages - IBN Help Desk, IBN Project Management, and IBN Full Suite. IBN Full Suite contains all features found in IBN Help Desk and IBN Project Management.This is a preliminary feature list for each of the server packages. A more comprehensive feature COMPARISON is coming soon.IBN Help Desk100 % web-based portalCollaboration - add multiple support staff / tiers of support staffAutomatic notification via email or desktop alert to pool...(read more)

Mediachase Plans Release of the Instant Business Network (IBN 4.7)

2008-05-13T01:54:00Z

Mediachase Plans Release of IBN 4.7 which Includes Advanced Time Tracking, Microsoft Project Synchronization, Improved List Management, and iGoogle-like Modular Views. LOS ANGELES , California – May 12, 2008 –On the heels of its new pricing and packaging, Mediachase is already planning the release of its next version of the Instant Business Network, or IBN 4.7. The most notable feature is a more advanced Time Tracking feature which adds the ability to include a workflow process that allows...(read more)

Mediachase Launches New Instant Business Network Solutions for Help Desk and Project Management

2008-05-11T09:42:00Z

Mediachase launches 3 server packages (IBN Help Desk, IBN Project Management, IBN Full Suite) and an On-Demand Service. These solutions will help you to reduce email clutter, to track and resolve issues, to increase team member productivity, and to enhance collaboration. For more information, please visit http://www.mediachase.com/ibn. Also, feel free to email sales@mediachase.com if you have any further questions. Mediachase Softwarehttp://www.mediachase.com/ibn ...(read more)

How to Configure an IBN Issues Box with a Customer Service Email Address (Gmail)

2008-05-08T18:19:00Z

One of the key uses of the Instant Business Network Help Desk solution (which is part of our IBN Full Suite and On-Demand Service as well) is to manage customer service requests. Here is a quick tutorial on how to configure an IBN Issues Box with a Gmail account to handle incoming customer service inquiries and requests.First, go to "Issue Common Settings" which is in the Administration tab. (You will also notice advanced anti-spam features, but we will get into that in a later blog.)Next, create...(read more)

Mediachase Set to Launch New Instant Business Network Server Packages and On-Demand Service Targeting SMBs

2008-05-06T22:56:00Z

In the coming week or so, Mediachase plans to launch several server packages and an On-Demand Service to better target the needs of small-to-medium businesses. The server packages will include the IBN Help Desk solution, the IBN Project Management solution, and the IBN Full Suite, all of which are web-based portal solutions that come with an optional desktop client for secure messaging and file sharing.The IBN Help Desk solution is ideal for organizations that need a system for capturing,...(read more)

Regular, Partner & External Users - Similarities & Differences

2007-11-27T21:53:00Z

The following table outlines user capacities and restrictions within the IBN portal based on user type. Please keep in mind that group visibility and security role options also determine data accessibility. This is just a breakdown of the three user types (regular, partner and external). Items Regular Users/ Intranet Group Partner Users/ Extranet Group External Users Access to Web Portal Yes Yes No Project Management Yes No No Create...(read more)

Issues/ Help Desk Management Feature

2007-11-09T23:07:00Z

The IBN Issues and Help Desk feature provides entities with the capacity to effectively administer and manage all Help Desk and Issues related subjects within a centralized location. We, at Mediachase, use this powerful tool to manage all support related incidents allocated to multiple issue boxes. Here are some tips of how to use the Issues & Help Desk feature.

In order to access Issues/Help Desk, select Issues/Help Desk on the left navigation pane as shown below. The IBN provides multiple views of existing issues and help desk related items, and the ability to view some or all of these items depends on the individual's position within the company.

As a help desk administrator, the following will be most useful in handling all issues:

1. Select View by Issue Box and a drop down menu will appear of all existing Issue Boxes. Select the specific issue/help desk box you would like to see.

2. The controlled option to edit or delete an incident is on the right hand side of the window.

3. You may create a new issue or import/export from and to an existing issue box.

You can access individual incidents by selecting the specific title/name of the issue (in blue) or by selecting the edit icon on the right.

The following screenshot is an example of a specific incident received from a customer.

The numbered items are:

1. Quick Tracking provides help desk/issues administrators with the ability to change the status of the incident and to assign the responsible individual with the particular incident. The assigned individual will be notified via IBN Alerts or via email if properly configured.

2. Option to add an existing email or add an internal message to the specific incident.

3. The Send button records the added message or email to the history of the incident.

4. Option to reply to, resend or delete a specific line item.

5. Option to resend, mark as resolved, mark as workaround, or delete the message.

6. The Actions drop down menu provides additional command options, such as add a ToDo, add resources, add timesheet items, and edit the incident.

7. Adjust the current view settings.

8. View details of the incident, such as time received and response times and dates.

For additional information on help desk/ issues management and administration, please visit http://docs.mediachase.com/doku.php?id=ibn:45:admin:chapter7

jason

Sneak Peak (IBN-CS 4.6) - Mobile/Handheld Client App?

2007-11-06T22:28:00Z

Many revisions ago, the IBN-CS had a client application that worked on the Microsoft CE and Java platform, back when PDAs were just starting to break into the market. As mobile online connectivity was hard to come by and the popularity of PDA dwindled, the platform was temporarily suspended.

However, now that the market has given way to the latest slew of SmartPhones and mobile online connectivity, whether it be 3G, Wi-Fi or smoke signal, has become abundant, there have been some asking for the resuscitation of the IBN-CS Mobile Client application. Just imagine sitting smugly in a Starbucks securely IMing with your office asking them what type of mocha latte frap they want.

We are interested to hear the reaction from our community as to whether or not they might be interested in seeing something like that again.

(IBN-CS 4.5) - How to synchronize with MS Project?

2007-11-01T19:49:00Z

We've recently gotten a few questions from customers as to how to seamlessly synchronize your MS Project (2003-2007) file with the IBN-CS. For those of you who don't know, the IBN-CS has the ability to upload/export MS Project Files, which allows everybody on a project to essentially goto a webpage to look at the schedule, update their schedules/tasks and get auto notification as to when their tasks are due - essentially publishing a MS Project File online, allowing everybody (with permission) to modify on-the-fly.

In any event, here are the quick steps to importing in the MS Project file:

In MS Project, use the "Save As" feature to save the file in an .XML format
Log into your IBN-CS 4.5 instance
Pick the project you'd like to use this MS Project file for
Click the "Actions" button on the upper right hand corner and select "MS Project Data Exchange"
In the Import area, either type or "Browse" the file name, and the click the [Import] button
A series of question will pop up asking you to link references in the MS Project File to people in the IBN-CS system, as well as other possible connections you might want between the MS Proejct File and existing IBN-CS entities.

And that's it - you're ready to roll. You final result should look something like what is being shown below. At this point, people will start receiving automatic notification in either instant messages or e-mails about all of the things that they said they would do, but haven't yet. (publisher's note - I'd love to hear if anybody has broken Mark's record of missing 38 consecutive milestones - as far as we know, a world record)

Pardon Mark's Interruption

2007-10-30T18:53:00Z

To all of the masses waiting for more witty commentary from Mark, we have to apologize on his behalf. Unfortunately our very own Mark is a Washington Redskins fan, which is what ultimately lead to his head exploding after their undignified 51-7 loss to the New England Patriots.

In the meantime, please check out some of the new posts about the upcoming IBN-CS 4.6 release. There should be some pretty interesting posts in the next couple of weeks, and we are always looking for valuable feedback from our beloved community.

We hope and expect Mark to be fully healed in a day or two, ready to begin posting and deal with another future Redskins loss.

Thank you for your patience and understanding.

Sneak Peak (IBN-CS 4.6) - Timesheet Component

2007-10-30T18:40:00Z

As we ready the new IBN-CS 4.6 release, one of the most hotly anticipated updates to the general project management and collaboration features is the completely revamped Timesheet component.

The new Timesheet component will give IBN-CS users a simplistic and powerful tool for time entry, submission, and reporting. Some important features of the timesheet include:

Easy, spreadsheet-like AJAX interface for quick and smooth time entry

Add Projects, Tasks, Issues, General Categories with two mouse clicks
Enter and Tab through time entries with few quick keystrokes

Admin-configurable workflow for timesheet approval/review process
Admin-defined data dictionary for any time entry element, including categorization of time entries
Seamless integration into the overall IBN-CS interface.

We would like to thank our creative and responsive IBN-CS community for their feedback and input for the new Timesheet component. As we near the new release, we would still love to hear from you what features/functionality you would like to see in this new Timesheet component.

NOTE - Attached is just a mock-up, final design may vary (greatly)