Access the installer for version 3.1 from the SOTI Assist Downloads page

Release Highlights

• File and Folder Uploads Within File Manager
• Performance Enhancements
• Device Actions Permissions from SOTI MobiControl

 

File and Folder Uploads Within File Manager

The File Manager now supports file and folder uploads, enabling support agents to resolve app and kiosk issues by uploading new app files or content to the device. The new Status Center provides visibility of upload/download status and file/folder history. In addition, files and folders can now be downloaded, renamed, and deleted directly from the File Manager.

Performance Enhancements

For enterprise deployments managing a large volume of incidents, SOTI Assist 3.1 has several optimization enhancements for improving application response times. Faster webpage load times help enterprise deployments to quickly view all incidents.

Device Actions Permissions from SOTI MobiControl

Access to the web-based remote control’s device actions for Admin and Kiosk mode is now enforced based on the permissions within SOTI MobiControl. Administrators can now provide support personnel with access to device actions without having to grant higher permissions, such as Send Script.

Resolved Issues

HD-14444	Physical rotation of the device was not displayed on screen during video recording
HD-14392	An error occurred when viewing an attachment or video recording within a ticket
HD-14375	The device Info panel failed to load within SOTI MobiControl when a device link was clicked
HD-14370 HD-8625	UI styling issues within SOTI Assist’s settings needed correction
HD-12842	Remote control icon was not displayed in certain scenarios
HD-14453	Email tooltip did not display if email was not properly configured
HD-6910	Windows CE device showed negative CPU usage percentage
HD-13210	Expired SOTI Assist license caused console error when opening a ticket
HD-14455	Remote control title bar displayed remote control instead of remote view

Version 3.0 Build 42 on February 15, 2021 - Access the installer for version 3.0 from the SOTI Assist Downloads page

• 3.0.2 Build 86 on May 25, 2021
• 3.0.1 Build 15 on March 15, 2021

Please note: We strongly recommend following the standard IT change control practices and testing of product upgrades in pre-production environments.

Contact SOTI's Professional Services and Support Team or visit the SOTI Assist documentation for information on proceeding with your upgrade.

Release Highlights

• Incident Groups
• Diagnostic Features in Web Remote Control
• Selecting Diagnostic Files for Download
• Improved Service Level Agreements (SLAs)

Incident Groups

Incident Groups enable IT departments and Managed Service Providers (MSPs) to segregate incidents by team, department and business unit. They help customers manage and resolve incidents more effectively.

Diagnostic Features in Web Remote Control

Support teams no longer need to create an incident to access diagnostic features. Features such as: Task Manager, Device Snapshot, Diagnostic Files, Annotations and Video Recording, are now available through the SOTI Assist web remote control for licensed SOTI Assist instances.

Selecting Diagnostic Files for Download

SOTI Assist now enables you to specify categories of diagnostic files to download from devices. This ability makes it easier for support agents to get specific device or app files they need to troubleshoot mobile device issues.

Improved Service Level Agreements (SLAs)

The improved SLA capabilities enable you to more effectively prioritize and allocate incidents among the support team members. Support team leads can create custom schedules by incident priority that match the working operations of the team. Time zones can also be specified per support team, ensuring that working hours are tracked according to the specific region. In addition, support team leads can specify escalation email addresses to be notified when incidents breach SLAs.

General Improvements

• The SOTI Assist trial activation is now available only to System Administrators to reduce the chances of SOTI MobiControl users accidentally activating the SOTI Assist trial.
• The SOTI Assist Administration Utility now supports updates to the database connection, which makes it easier for administrators to migrate their SOTI Assist databases from one server to another.
• Draft incidents are no longer included in the unresolved incident count.
• Newly created incidents cannot be saved with the draft status.
• Dashboard charts can be hidden to enable you to see more incidents at once on the Dashboard page.
• The SOTI Assist email configuration page no longer displays Redirect Email field as it is no longer supported.

Resolved Issues

HD-8086	Inbound Email notifications rendered single quotes, double quotes and periods as question marks
HD-12809	During the rollback step, the installer removed all incidents
HD-12836	Names longer than 80 characters were not supported for API clients
HD-12862	Accessing the SSP login page redirected the user to the SOTI Assist/SOTI MobiControl login page
HD-12931	User creating email was auto populated to the TO and CC field
HD-12944	Email notifications were being sent while Inbound and Outbound are disabled
HD-12947	Device actions appeared twice when remote controlling a device within a SOTI Assist incident
HD-12963	Unable to update password for Inbound and Outbound Email settings after the RSA keys had been regenerated
HD-13153	The device screen did not appear when the Skin Services returned a 404 error
HD-13189	Incorrect confirmation dialog was displayed when deleting an attachment in the Self-Service Portal (SSP)
HD-13211	Diagnostic features were available without a licensed SOTI Assist instance
HD-13348	Remote control video recording captured mouse clicks while the recording was paused
HD-14022	Email templates could have been exploited to execute malicious code

• 2.0.2 Build 2 on January 20, 2020
• 2.0.1 Build 54 on September 28, 2020
• 2.0.0 Build 560 on August 17, 2020

Upgrade Considerations

The SOTI Assist 2.0 database is not backwards compatible with v1.8 and older. You need to create a backup prior to upgrading.

Please note: We strongly recommend following the standard IT change control practices and testing of product upgrades in pre-production environments.

Contact SOTI's Professional Services and Support Team or visit the SOTI Assist documentation for information on proceeding with your upgrade.

Release Highlights

• Device snapshot improvements
• New Resolution Note
• Support for irregular device skins
• Streamlined installation in load-balanced environments
• Toggling of chart visibility
• Improved user ID generation
• Device log downloads for Web Remote Control

Device Snapshot Improvements

Expanded Device Snapshot Availability

The device snapshot feature is now available for all device types: iOS, Windows, and Linux. Help desk agents can view details for any enrolled device, from within the incident. Snapshot details include:

• Device details
• Installed applications
• Security compliance policies
• And more

Previously, device snapshots were only available on Android devices.

Separated Snapshot and Remote Control Actions

Users can now view a device snapshot without starting a remote control session in SOTI Assist. This speeds up the troubleshooting process because device information is always available, and users do not need to wait for the device to come online.

Combined Check-In and Refresh Actions

In device snapshot, SOTI Assist now consolidates the check-in and refresh actions under a single Refresh icon. The device checks in to SOTI MobiControl and updates all relevant information regarding the device in a single step.

New Resolution Note

SOTI Assist adds a new Resolution Note activity card to the activity panel. Resolution Notes allow users to add information on how and why a ticket was resolved. Its location at the top of the activity panel enables help desk agents to easily navigate to ticket notes and attachments while entering the resolution note details.

Resolution notes can be either public or private- public tickets are visible to all users, while private tickets are only visible to administrators and technicians. End-users cannot edit resolution notes.

SOTI Assist administrators can make it mandatory that Resolution Note are added when a ticket is moved to the “Resolved” status.

Support for Irregular Device Skins

SOTI Assist now supports device screens of irregular shapes, such as rounded corners, notches, punch hole cameras, and so on. This facilitates more realistic experience for help desk agents when they remotely view, or interact with, the devices.

Streamlined Installation in Load-balanced Environments

SOTI Assist 2.0 significantly automates and streamlines the installation of SOTI assist in load-balanced environments, reducing potential errors that were inherent in manual installations. The installer now also supports installation in multiple load-balanced environments. As part of the automation, the installer now stores SOTI Assist URLs, host configurations, and SOTI MobiControl connections to database tables.

The SOTI Assist Admin utility is now able to transfer host information, as well as RSA key Certificate Service account credentials, to multiple servers within the load-balanced environment.

Toggling Chart Visibility

Users can now show or hide the charts, which are displayed by default across the top of the SOTI Assist dashboard page, by clicking the corresponding button. This enables the users to free the screen space to show a larger part of the ticket list.

Improved User ID Generation

Users are now identified with GUIDs (globally unique identifiers), instead of the previously used incremental numbering. This addresses a potential security issue by preventing unauthorized users from modifying system parameters through the direct object reference using integers.

Existing user records will be automatically converted to the new format and mapping of the old format (integer IDs) to the new format (GUIDs) is available in the UserInfo database table.

This change impacts any customer using SOTI Assist APIs to manage user information, ticket reporters, and calls to SOTI Assists privacy, self-service portal, and system services. Before upgrading, administrators will have to update their SQL queries and API calls to use the new GUID format.

Device Log Downloads for Web Remote Control

It is now possible to download device logs within a standalone remote control session, without having to open a SOTI Assist ticket. This makes log retrieval easier for all SOTI MobiControl customers, including those who do not have a licensed version of SOTI Assist.

Device logs are available on Android devices running 5.0 or later with an Android agent of v14.0 or later installed.

Bug Fixes

The following issues were addressed in this release:

HD-6750	The same email address could appear on the incident watchers’ list for two different users - one created manually and the other as an LDAP user
HD-7641	Notes recorded in SOTI Assist appeared distorted when viewed in Self Service Portal
HD-9931	For unmanaged devices, when a user typed text in a pop-up, highlighted that text, then moved the cursor out of the pop-up and released the mouse button, the pop-up disappeared
HD-10025	When the user scrolled down the last section of the device snapshot info, called “Note,” the section name scrolled off screen even if the section had not content
HD-10451	Incorrect device screen size appeared on the remote control page during video recording of the device
HD-11033	In the multi-MC search pop-up, the drop-down list of instances appeared misaligned (shifted to the left)
HD-11087	Tab selection in a device snapshot was lost in that snapshot’s pop-out
HD-11515	In the Mozilla Firefox browser, clicking the Pop-Out icon and then Pop-In icon on the Snapshot toolbar while the association panel loaded caused the association panel to disappear
HD-11725	In the Firefox browser, when the remote control page for device X is popped out, initiating remote control for device X+1 caused the “session closed” 1000 error
HD-11845	In the Google Chrome browser, unexpected errors displayed in the developer console (F12) when capturing device screenshots
HD-11846	In the Mozilla Firefox browser, pop-out of the remote control page caused unexpected errors in the developer console (F12)
HD-12164	After check-in failure, the pop-out icon on the Remote Control toolbar stayed disabled
HD-12270	The Expand and Collapse buttons did not appear on the Remote Control toolbar
HD-12633	Users added as LDAP group members did not appear in assignee searches

v1.8 Build 208 on March 30, 2020

Please note: We strongly recommend following the standard IT change control practices and testing of product upgrades in pre-production environments.

Contact SOTI's Professional Services and Support Team or visit the SOTI Assist documentation for information on proceeding with your upgrade.

Release Highlights

• Enhancements to Device Snapshot for Android
• Support for 1366 × 768 Resolution
• Adhere to Linux Web Console/Terminal Permissions In MobiControl 15.2

Enhancements to Device Snapshot for Android

Help desk agents now have even more information to quickly troubleshoot and identify potential issues on Android devices. These include:

• View security certificates and content files.
• View notes for the device documented within MobiControl.
• Save and preview a device snapshot to the incident.
• Request device check-in via MobiControl to obtain the latest device information.
• Refresh device snapshot to pull the latest information about the device from MobiControl.

Support for 1366 × 768 Resolution

SOTI Assist 1.8 is now optimized to support the 1366 × 768 resolution commonly used in lower-resolution laptops. This new feature includes changes to the SOTI Assist dashboard, user interface components, and tables. Help desk agents now have access to a streamlined and optimized SOTI Assist work panel including:

• The audio/video recording controls are now located on the function bar and remote control header.
• Responsive design for the remote control and device snapshot infographics.
• Scroll bar styling within the incident page.

Adhere to Linux Web Console/Terminal Permissions In MobiControl 15.2

MobiControl 15.2 customers have improved access and control over Linux web console and terminal permissions which are now recognized from within SOTI Assist 1.8.

Other Enhancements

There are several other improvements and enhancements with the release. These include:

• File Explorer: auto refresh of content as you navigate folders.
• Ports used by the Tunnel Service are now configurable in the installer and the SOTI Assist Administration Utility.
• Images and attachments within an email can now be downloaded within the incident.
• Improved pagination of incidents and the introduction of resizable columns on the SOTI Assist dashboard page.

Bug Fixes

The following issues were addressed in this release:

HD-11779	SSP: Spacing issues for activity display for existing incidents and for new incident with attachments.
HD-11754	Improperly handled exception in admin tool.
HD-11677	Snapshot thumbnail state is preserved when previewing multiple saved snapshots for one device.
HD-11665	Firefox: Unable to scroll on snapshot and snapshot preview.
HD-11618	Unable to delete a non-draft incident. Error shown when trying delete.
HD-11601	ADB file size should not be displayed in the activity panel.
HD-11586	RC standalone error bar shows shadow.
HD-11577	When popping in a device snapshot instance during a refresh the refresh spinner spins indefinitely.
HD-11564	Uninstall SOTI Assist should remove the SOTI Assist URL from MobiControl.
HD-11562	Disable spinning of snapshot refresh button when loading device snapshot.
HD-11547	Previewing a snapshot is disabling snapshot save button.
HD-11544	Download CSV button is not properly centered in SOTI Assist dashboard.
HD-11477	DeviceCaptureActivity without child attachment breaks UI.
HD-11474	SSP: Download buttons get compressed when attachment or device has long name.
HD-11473	Popped out RC starts with 100% scale instead of 10% / current scale.
HD-11460	RC video recording and its functionality is broken if same device RC is requested during recording time.
HD-11455	Download adb logs placeholder is missing and instead of zip file a log file is downloaded.
HD-11438	Save snapshot button is enabled even after snapshot save and that results in snapshot save error.
HD-11403	File download for files with size greater than preview limit doesn't get completed in first attempt in Firefox.
HD-11370	Snapshot: Infographic's icons are not centered properly in pop out window.
HD-11364	Wrong scale is displayed when user expands association panel and maximizes RC session.
HD-11330	Snapshot: Refresh button should be disabled during loading time.
HD-11306	Spinner remains if user does not accept agent recording request and pops out.
HD-11214	Stopping tunnel service throws error in the log file.
HD-11159	While collapsing RC panel if user rotates device, after expanding RC panel the screen is not updated.
HD-11059	In some cases, horizontal bar stays open even after mouse focus is moved away.
HD-11046	Pop-out: When video recording is started, Send Script dropdown is shifted to the right.
HD-11034	On Win CE device the root folder is not properly retrieving the subfolders.
HD-11027	Dashboard: Assignees list is overlapped with incident's list border.
HD-11001	Incident page: Tooltip for first search result does not show up.
HD-10997	Snapshot: Navigation icon is not properly highlighted when scrolling up.
HD-10993	Scrolling down snapshot the last section name 'Note' has moved out of browser when it has less content or is empty.
HD-10981	Incident page, other users: The top activity list border has an incorrect width.
HD-10941	Screen capture from menu bar during RC results in red error bar and console error.
HD-10897	After resizing the browser to less than 1366, scroll horizontally to right and pop out and pop in is making the association panel disappear.
HD-10860	On Firefox when an external MobiControl instance has a long name it is not displaying ellipsis on pick and search pop up in association panel.
HD-10622	User without View System Info permissions can access device snapshot.
HD-10597	Random drawing appears from server side.
HD-10582	'No match found' is displayed when searching for an email on send email activity before search completes.
HD-10573	Hover/selected colour for the RC blue bar does not match UI spec.
HD-10568	User is logged out when back from an empty incident first time.
HD-10528	Browser message is not consistent when trying to RC another device while recording in a pop-out window.
HD-10514	Incident created during license activation doesn't have associated devices.
HD-10505	When adding a new tag under user-defined tags for the first time issue with background colour.
HD-10500	RC activity: Time stamp is not consistent with other activities.
HD-10499	'An unknown error occurred' message seen when trying to RC a device which is already being RCed by another user.
HD-10490	Standalone RC: The scroll bar is displayed and the device is resized if user tries to embed to existing incident.
HD-10468	Two 'Unassigned' assignees appear in list on main page.
HD-10450	Duplicate ticket deletion tool does not use config file settings.
HD-10447	While doing recording if user clicks on browser back button it loses RC recording activity and session.
HD-10436	After reloading an incident, the activity panel is not showing the last activity.
HD-10430	Parts of RC panel get cut off when all three panels are expanded on laptop resolutions less than 1440 x 900.
HD-10423	RC screen is shifted when screen is popped in after previewing device logs.
HD-10410	SSP: The full name does not show up when mouse hover over the assigned device.
HD-10371	Outline appears when user clicks on video player.
HD-10285	RC menu bar is auto collapsing inconsistently no matter if there is enough space when starting RC / Minimize & Maximize.
HD-6061	Pressing enter in the left panel association causes the dropdown list to disappear.

v1.7 Build 114 on November 04, 2019

Please note: We strongly recommend following the standard IT change control practices and testing of product upgrades in pre-production environments.

Contact SOTI's Professional Services and Support Team or visit the SOTI Assist documentation for information on proceeding with your upgrade.

Release Highlights

• Redesigned User Interface for Incident Tickets
• Device Snapshot
• Download and Preview Device Logs
• Annotations and Whiteboard
• Screen Recording with Audio
• REST API Documentation

Redesigned User Interface for Incident Tickets

The incident ticket user interface has been redesigned to maximize the screen real estate for remote control. Changes as part of the redesign include:

• The ticket header no longer goes over the Work panel (i.e. the panel that hosts the remote control session)
• The Work panel functions and tools have been moved to a vertical tool bar
• The changes to the UI also apply to the standalone web-based remote control in SOTI MobiControl

Device Snapshot

SOTI Assist can now pull a point-in-time record of device information from SOTI MobiControl so help desk agents have access to rich device information within an incident ticket. Device Snapshots include the following information for the device:

• Device details (including compliance status, OS information, hardware details, user information, etc.)
• Configurations (including profiles, packages, rules, and advanced configurations assigned to the device)
• Installed applications

In SOTI Assist 1.7, Device Snapshot is available only for Android devices. This capability will be extended to other OS platforms in future releases of SOTI Assist.

Download and Preview Device Logs

Help desk agents can now get faster access to device logs to reduce the time it takes to investigate device or app issues. Device logs can be downloaded and attached to a ticket with the click of a button. Logs pulled from the device include: adb.log, mobicontrol.log, system_info.txt, rc_detection.xml, crash-adb.log, PreRebootSecurity.log. Downloaded logs can be previewed within the ticket, or exported as a zip file so they can be distributed to other parties.

Annotations and Whiteboard

Help desk agents can now draw on the device screen or use a virtual laser pointer to provide guided support to end users. Screen drawings and laser pointer movements are also captured as part of screenshots or screen recordings so they can be used to train other users or agents. In addition, screen drawing capabilities can be extended to end users to enable collaboration between end users and help desk agents. Help desk agents can even turn the screen white to provide a virtual whiteboard.

Screen Recording with Audio

Help desk agents now have the option to record both the device screen and audio, in order to capture the end user's explanation of the issue. For privacy reasons, when the option to record the screen and audio is selected, the end user will be required to accept terms and conditions in order to allow screen recording with audio to proceed.

REST API Documentation

Documentation for SOTI Assist's REST APIs are now available. The documentation includes several examples written in both C# and JavaScript of how to use the APIs to perform common actions. Examples provided include:

• How to create a ticket
• How modify the ticket status and priority
• How to add notes and attachments
• How to set/change reporters, assignees and/or watchers
• How to associate tags, devices, and incidents to the ticket

Bug Fixes

The following issues were addressed in this release:

• HD-6024 - Ticket creation fails from inbound emails.
• HD-6461 - Display Remote View instead of Remote Control when remoting into a Remote View only device.
• HD-7075 - Web Socket error when clicking Task Manager if permission to edit service or task in MC to a user is set to deny.
• HD-7490 - Specific Android devices receive web socket error while recording.
• HD-7576 - iOS users can't download attachments in SSP.
• HD-7922 - Outbound email from SOTI Assist doesn't display the inline image.
• HD-7960 - Ellipsis are not displayed for the device name (greater than 80 chars) in a video recording activity.
• HD-7978 - Remote Control "Embed-in ticket" tooltip isn't visible.
• HD-8000 - SSP: Devices list is not displayed if a new incident page is reloaded.
• HD-8003 - SSP: Devices with the same name are removed if one device is removed from the incident page.
• HD-8010 - Remote control skin not showing automatically for Zebra MC32NR/MC3090.
• HD-8089 - Clicking in the inbound email activity does not discard popup messages and dropdown menus.
• HD-8243 - Incorrect title for SOTI Assist terms and conditions.
• HD-8291 - Incoming email with empty subject name causes POP3 to get stuck.
• HD-8317 - SOTI Assist doesn't automatically display device skin for Zebra TC57.
• HD-8380 - Search field does not get cleared when the "Add Device/Reporter/Watcher" option is selected.
• HD-8744 - Logout does not redirect to native login page when user logs out after creating new group.
• HD-8834 - Inbound email shouldn't display scroll bars.
• HD-8882 – Linux Tunnel Service doesn't use non-standard ports.
• HD-8988 - Edge, Firefox, IE11: Second horizontal scroll bar is displayed on the Settings page.
• HD-9002 - After minimizing an RC session in an incident, RC panel is not expanding to preview attached videos or images.
• HD-9034 - ADD MOBICONTROL: The error message and form behavior are not consistent with other forms behavior in case of invalid entry.
• HD-9165 - If SOTI Assist license is expired, errors in the logs relating to outbound email settings are displayed.
• HD-9198 - The alignment of RC panel isn't correct after attaching a long file name (greater than 190 characters).
• HD-9313 - Users who have "Send Script" permission enabled in MC can't send scripts in standalone RC when "Hide Send Script" is enabled for non admin users in SOTI Assist.
• HD-9325 - Long email address or attachment name doesn't stay constrained within the available text space.
• HD-9326 – SOTI Assist incident page: Inconsistent device search button behavior.
• HD-9340 - If SOTI Assist license is expired, the attachment description remains editable on the incident page.
• HD-9464 – Linux Tunnel Service: On successful login to tunnel services cursor lost focus back to command line.
• HD-9466 - Linux Tunnel Service: Scroll bar doesn't show up if we reach to the end of the terminal browser or we resize the browser window.
• HD-9483 - Long instance names don't use ellipsis in devices in the association panel.
• HD-9546 - The preview panel is collapsed during RC and image preview.
• HD-9572 - Email addresses are not displayed completely in outbound email activity for large emails.
• HD-9602 - iPad shows small display from SOTI Assist RC incident; click on RC panel will then resize to the proper dimension.
• HD-9622 - Enter key does not work to select "New Reporter" option in search and pick for Reporters and Watchers fields.
• HD-9640 - Cursor icon instead of blocker icon displayed during Remote View of Android Enterprise device.
• HD-9655 - Installer uses credentials from different users to run service when using windows authentication.
• HD-9663 - SSP: When multiple attachments are added together, all attachments fail to upload.
• HD-9712 - SOTI Assist install fails if SQL password contains " or '.
• HD-9713 - Installer: The installer logs store the database password in plain text.
• HD-9743 - Attachments with very long file names cannot be previewed.
• HD-9771 - Having too many attachments in an inbound email causes SOTI Assist to get stuck in an infinite ticket creating loop.
• HD-9806 - Incident page, Display/Search Device: The device information is not accessible for user with full device control permissions but without web console permission.

v1.6 Build 98 on July 22, 2019

Please note: We strongly recommend following the standard IT change control practices and testing of product upgrades in pre-production environments.

Contact SOTI's Professional Services and Support Team or visit the SOTI Assist documentation for information on proceeding with your upgrade.

Release Highlights

• Support for Multiple SOTI MobiControl Instances
• Remote Control Improvements
• Other Enhancements

Support for Multiple SOTI MobiControl Instances

This release introduces support for integrating multiple SOTI MobiControl instances with a single SOTI Assist instance. With this capability users can assign, search, view and remote control devices from all their SOTI MobiControl instances, so they can support all their devices within one help desk solution.

Remote Control Improvements

• Support for device reboot – Users can reboot a device when remote controlling it.
• Enable/disable Lockdown – Users can enable/disable Lockdown mode when remote controlling a device.
• Saving of user preferences – Users can save their preferences related to video recording and device screenshots. The user can control settings such as whether to show mouse movements in video recordings, whether to display the device skin, the image format of the screenshot, etc.
• Task Manager – Users can monitor the device processes when remote controlling a device.
• Screen rotation – Users can rotate the device screen in the web console when remote controlling a device. This rotation does not alter the orientation of the device.

Other Enhancements

• Auto fill email recipients while type – When typing an email address during email composition, a list of matching names and email addresses will be provided, and then user can select from that list.
• Filter tickets by assignee – On the SOTI Assist dashboard, users can filter the list of tickets by any assignee, or only show the list of unassigned tickets.
• Native login page – Administrators can enable the SOTI Assist native login page. The native login is made available for deployment scenarios where SOTI Assist and SOTI MobiControl may not reside on the same network (for example, access to SOTI Assist is made available by placing it in the DMZ, while access to SOTI MobiControl is only possible in the internal network). When the SOTI Assist native login page is enabled, SSO with SOTI MobiControl will not be available. Instead SOTI Assist will prompt the user to provide a username and password, and then use the credentials to authenticate and authorize the user against SOTI MobiControl.
• Collapsible Remote Control/Work panel – To maximize the available real estate within a ticket, the Remote Control/Work panel will automatically collapse if there is no content to be displayed in it.
• Support for SQL Server 2017.

Important Notes About the Release

From this version, video recording of the web-based remote control session will be available only within a SOTI Assist ticket.

Bug Fixes

The following issues were addressed in this release:

• HD-8969 - MobiControl > RC HTML5 > Users using Idp credentials can't remote control

v1.5.1 Build 64 on December 19, 2018

Please note: We strongly recommend following the standard IT change control practices and testing of product upgrades in pre-production environments.

Contact SOTI's Professional Services and Support Team or visit the SOTI Assist documentation for information on proceeding with your upgrade.

Release Highlights

• SOTI Tunnel Service

SOTI Tunnel Service

This new feature allows technicians to access the device web console and terminal directly from SOTI Assist Remote Control. The Tunnel Service option is available only for Linux devices with agent version 14.3 and above.

v1.5 Build 82 on November 01, 2018

MD5 Checksum: d3f8a9faca26047e36519da0e068532c

Please note: We strongly recommend following the standard IT change control practices and testing of product upgrades in pre-production environments.

Contact SOTI's Professional Services and Support Team or visit the SOTI Assist documentation for information on proceeding with your upgrade.

Release Highlights

• Self Service Portal Enhancements
• Workflow Improvements
• Email Improvements
• Remote Control Improvements

Self Service Portal Enhancements

Self Service Portal now includes incident management capabilities. General users can now create and contribute to tickets from their devices, mobile and otherwise, to minimize resolution time.

Workflow Improvements

SOTI Assist v1.5 introduces tickets watchers and email notification functionality to improve communication between all parties interested in the ticket. Users (with the correct permissions) can add themselves or others as ‘watchers’ to be notified by email whenever there is activity on the ticket. Watchers can unsubscribe themselves.

Other workflow enhancements include:

• Granting Technicians the ability to change the Reporter on open tickets
• Adding ability to add ticket and email attachments from local drive

Email Improvements

Emails in SOTI Assist now support text formatting and embedded images. Received emails will display HTML formatting. You can also add recipients to the CC field.

Remote Control Improvements

SOTI Assist users can now record remote control sessions. The recording will be automatically added to the ticket and can be previewed or downloaded from the ticket.

Users can also send scripts to devices during remote control sessions. Predefined scripts are available, or users can customize scripts to best suit their purposes.

Bug Fixes

• HD-5120 - Users with permissions limited to virtual groups could not remote control devices
• HD-5954 - Users authenticated via LDAP could not remote control devices
• HD-6956 - Received Error: WebSocket Closed Normally when trying to start a remote control session
• HD-6967 - Users could not log into Self Service Portal User using LDAP credentials

Original Release v1.0.5_B303 June 11, 2018

 

Release Highlights

Following are the features and the enhancements completed in this release.

Installer Updates

• For new installations, administrators can specify whether they want SOTI Assist to use a single database or multiple databases, and provide an optional database name prefix.
• SOTI Assist can be deployed on servers where the FIPS option is enabled.

 

Issues

The following issues have been addressed in this release:

HD-3808	Configurable database name prefix.
HD-4538	Deploy SOTI Assist in a single database instance.
HD-6534	A non-admin, non-technician MobiControl user cannot create an incident from the remote control standalone page.
HD-6542	SOTI Assist on-premise installation not working over MobiControl 14.1.2 - FIPS enabled on server.
HD-6544	Connection encryption is not applied after installer merge.
HD-6684	Remote control HTML: non-admin/non-technician user of SOTI Assist cannot create/embed into incident from standalone remote control.

Original Release v1.0.4_B249 April 30, 2018

 

Release Highlights

Following are the features and the enhancements completed in this release.

GDPR compliance

SOTI Assist 1.0.4 is compliant with the EU General Data Protection Regulation (GDPR). Administrators will be able to remove and export personal data from the system as well as purge tickets and all associated information.

Workflow enhancements

• Watchlist and ticket activity email notifications. By default, the ticket reporter and assignee are added to the list of ticket watchers and will receive email notifications of ticket changes.
• Technicians can compose private ticket notes that are not visible to reporters.
• Ability to send emails with ticket attachments.

Whitelist of domains and email addresses

The administrator can define the list of whitelisted domains and email addresses to control email communication with the system. When configured, only the emails from the whitelist are processed by the system.

Original Release v1.0.2_B4370 September 13, 2017

Release Highlights

Following are features and enhancements completed in this release.

Workflow Enhancements

Based on the admin settings, a technician will have to add at least one predefined tag to the incident and will have to provide a resolution note on closing.

In addition, a technician can call the device info page from MobiControl directly from the SOTI Assist incident page.

Remote Control Pop Out

Provides the ability to pop out an active remote-control session from the SOTI Assist incident page. The pop out will maintain all session states and it will be displayed in a separate browser window.

SOTI Assist Database Recovery Mode

By default, SOTI Assist database recovery mode is set to simple. This option is more suitable for cloud and other deployments where drive space is limited.

Last Update Time

The last incident update time is included in the incident list.

Issues

The following issues have been addressed in this release:

HD-3408	Edit deleted ticket: There is an inconsistent behavior if activities are initiated or modified.
HD-3668	Add Note field allows user to input more than 4000 characters.
HD-3835	SOTI Assist device search is not reporting correct icon for Windows Modern desktops.
HD-3994	Dashboard: Incorrect search field placeholder text.
HD-4028	Confirmation dialog should dismiss on failed delete for a group that contains tags.
HD-4200	Tags: Scroll should be placed at top in the default view and after update.
HD-4989	Firefox browser: Remote Control file search not supporting backspace or arrow keys.
HD-4991	Settings (predefined tags): "+" has had an incorrect position and overlap with field's line for a moment.
HD-4992	Firefox and Internet Explorer browsers: Remote Control pop-out invalid state error.
HD-5008	Licensing: The error message "An instance of SOTI Assist is already activated against this MobiControl" is not displayed.
HD-5014	Installer fails to rollback database when the tables are open/active in SQL Server.
HD-5047	'Attach Remote Control screenshot' functionality should be enabled once the device is embedded into a ticket from standalone page.
HD-5050	Remote Control startup doesn't give error message/terminate for offline devices/devices with limited connectivity in SOTI Assist/MobiControl.
HD-5060	Remote Control panel image not preserved upon pop-out for Lenovo tab in all browsers.
HD-5063	Device Info tab in SOTI Assist Remote Control panel not displaying info as per MobiControl device details tab.
HD-5085	Long device names should show ellipses in device association panel.
HD-5116	Remote Control session log duration flickers when multiple devices are being Remote Controlled in same incident.
HD-5127	Installer does not show any databases when Windows authentication is used to connect to MobiControl SQL Server.
HD-5155	SOTI Assist admin utility displays false error for SOTI Assist service field.
HD-5162	Device screen not aligning to the center of Remote Control panel.
HD-5168	Device detail URL feature causing errors in MobiControl console.

Original Release v1.0.1_B4160 August 15, 2017

 

Release Highlights

Following are features and enhancements completed in this release.

Preview File Attachments

Provides the ability to preview image attachments in the incident page. Previously, in order to view an image attached to an incident, you must download the attached image and view it using external tools. With this enhancement, the image is displayed inline within the incident.

Export Incident Tags

Include incident tags in Export to CSV functionality. Predefined and user defined tags are now included in the Export to CSV functionality.

Support HTML for Outbound Emails

Emails from SOTI Assist are now sent in HTML format.

Issues

Following issues were addressed in this release:

HD-4073	Admin Utility throws error with a Wildcard Cert Admin Utility
HD-3577	RC panel does not come back to default position Remote Control
HD-4547	RC session page: Embed in New/Existing incident control is lost if during session the trial license has been extended. Remote Control
HD-4562	Device button icon overlay with pan icon in small browser size Remote Control
HD-4578	RC crash on mix image quality Remote Control
HD-4581	UI: Spanner and cancel Icon doesn't display on file explorer, search result Remote Control
HD-3685	Setting button is available if the license is expired. Settings
HD-4576	Clicking 'Add' Note more than once (on slow connection) should not add duplicate notes Ticket Activities
HD-4597	Client: Auto re-size for activities is not handled correctly on ticket page. Ticket Activities
HD-4490	Incorrect message is displayed if the MC installation ID is not defined for the existing registration code. Trial Activation
HD-4960	Clicking on RC button doesn't replace current image preview in RC Panel. Remote Control
HD-4577	In IE, Edge browsers, long note texts are not wrapped UI
HD-4028	When deleting tag group with tags, delete confirmation dialog does not close UI
HD-3154	Field validation behavior should be consistent between SLA and Email UI

Original Release v1.0.3918 on May 9, 2017

 

SOTI Assist is the first help desk solution optimized to fix mobile device problems. The industry-best remote control makes it easy to analyze and resolve mobile device issues from anywhere, at any time. Integration with the SOTI ONE platform gives help desk technicians instant access to device and application information to resolve problems faster, the first time. SOTI Assist keeps your workers working and your help desk staff happy and productive. More information is available in the product documentation.

Release Highlights

• Incident Management
• Remote Control
• Integration with MobiControl

Incident Management

Capture and track incidents from the time they are reported to resolution. This ensures services are restored in a timely manner with minimum impact to business operations.

Dashboard

Filter and search reported incidents. Additionally, provides a summary of reported incidents and insights into team's performance.

Email

Integrate with an external email inbox to support incidents using email as communication channel.

Create Incident from email

Report an incident by sending an email to the inbox. This email is then retrieved and automatically converted into a new incident with the sender as the reporter of the incident.

Email notification

Notify the reporter, person who reported the incident, with an email message acknowledging that the incident is being processed by the help desk team. Also, notify the reporter when the incident is resolved. The notification messages are customizable through templates.

Update Incident through email

The reporter can reply to the incident notification email. The message in the reply is captured within the incident as an input from the reporter.

Communicate through email

Help desk technician working on the incident can send an email to the reporter and to others in the team to communicate and collaborate on the incident.

Contact Information

SOTI Assist supports capturing the contact information of the person reporting the incident that is not found in the system. The contact information can be modified later when necessary.

Link Managed Devices

Find devices managed in MobiControl and link them to incidents.

File Attachments

Attach one or more files directly to the incident. The attached files can be downloaded from the incident. If you wish, you can also delete them from the incident.

Tags

Use tags to group Incidents or simply tag for future reference. An incident can be tagged with one or more tags. And from the dashboard you can find incidents matching a specific tag. There are two kinds of tags – predefined and user-defined. Pre-defined tags are tags created and managed by administrators and are available for help desk technicians to select and add them to incidents. User-defined tags are tags that are created by help desk technicians.

Notes

Add one or more private notes related to an incident. Added notes are logged as activities within the incident and are only visible to team members.

Link Incidents

Tickets can be linked to one another allowing related incidents to be grouped together to provide a knowledge base of resolution steps for future similar incidents. You can specify the relationship for the linked incident such as 'related', 'blocked by', 'blocking', 'resolves' and 'resolved by'.

Incident Assignment

Work on an incident by assigning it to yourself or assigning it to another team member.

Remote Control

Enables technician to remote into a device linked to an incident. During a remote session, you can view the device’s screen and interact with it, get the latest device information and use the available file browser to explore the device’s file system.

Tools, controls, and options for the remote device screen:

• Zoom in and out of the screen, zoom to actual size (1:1 ratio), fit device screen to console screen, and pan in zoomed view
• Capture screen with options to either save a file or attach it directly to the incident
• Use device buttons available on the device
• Control image and color quality of the device screen view to improve performance in low bandwidth network

Device information:

• Total used and available memory
• Total used and available space of both internal and external storages
• Screen display information

File browser:

• Tree view of the filesystem
• Search the file system for specific files or folders
• Download files from the device to your local machine

Integration with MobiControl

Zero-touch Configuration

SOTI Assist and MobiControl are automatically configured to work with each other.

Federated Authentication

SOTI Assist will leverage the federated authentication feature in MobiControl to authenticate its users with MobiControl, so that the users can navigate between MobiControl and SOTI Assist without re-login.

Access devices in MobiControl

Enables SOTI Assist to find devices managed in MobiControl, so that they can be linked in incidents.

Access MobiControl users

Search members of user directories (LDAP/AD) configured in MobiControl to find people reporting the incidents.

Create Incident

Create new incidents directly from MobiControl

Remote Control

From MobiControl, initiate a remote control session for a device using SOTI Assist remote control capabilities. When using the web-based RC, the session can be embedded into a new incident or an existing incident. For improved auditing, SOTI Assist can configured to automatically create a new incident whenever remote control is initiated.