Release Notes

Initial feature set

• Dove365 Support model-driven app.
• Support-focused Account and Contact forms.
• Case management using dove365_case.
• Managed Service records for contracted support allocation and usage.
• Service Offering lookup usage for classifying support coverage.
• Support Activity records for logging time against Cases.
• Category and Subcategory administration for Case classification.
• Queue and Queue Item handling for default queue intake, user queues, and picked work.
• Organisation-wide Support Dashboard and Personal My Support Work Dashboard.
• Kanban Board for working queue items by support state, Awaiting Triage, Assigned, In Progress, and Escalated, with pick up, assign, release, and escalate actions.
• Queue Workload Board for balancing load across users, teams, and queues, with workload scoring, capacity states, and drag-and-drop reassignment.
• Support Activity Time Tracker on the Case form, writing completed Support Activities with rounding, daily and case totals, and managed service allocation warnings.
• Support overview and training web resources.
• Automation for support email triage, default queue configuration, managed service usage, monthly allocation reset, escalation notifications, and case resolution.
• Plugin support for aggregating Support Activity hours against Managed Services.
• Security roles for Support User, Support Account Manager, and Support Admin.

Post-deployment checks

New and changed features

• Opportunity is now a Common-owned table, available to any product built on Common (CRM Starter, Support, and future modules) without requiring CRM Starter as a dependency.
• Added a direct many-to-many relationship between Opportunity and Service Offering, replacing the previous dove365_opportunityserviceoffering junction-table pattern.

Post-deployment checks