What's New?

At SureView, we are dedicated to enhancing performance and user experience by continually adding new features and optimizing existing workflows. 

As new releases are made available, a summary of these updates can be found below. If you have ideas for new features you'd like to see implemented into SureView Cases, don't hesitate to submit them to our team using the Feature Request Forum.

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Release 14 (2025) - 25th November

Fixes & Improvements

• Cases: Enhanced list item selection to improve performance and enhance the user experience.

   

Release 13 (2025) - 7th October

Fixes & Improvements

• Cases: Resolved an issue where, if a user had locked a summary box and was still using it, other users were unable to edit the field, even when the "Allow text fields to be edited when another user has acquired the lock" setting was enabled.
• Login: Resolved an issue where, when a Cases Sync is run, user permissions were being removed, leaving users unable to log in via SSO.
• Login: Resolved an issue where no feedback was provided when a user attempted to reset their password using an expired "Forgot Password" link. Previously, if the link had expired after 24 hours, users received no indication that it was no longer valid.

Release 12 (2025) - 27th August

New Features

Login with Suite

Users whose SureView account is Suite-controlled can now log in to Cases by using the "Login with Suite" button on the login page.

Enter your email and click the "Next" button if your SureView account is a "Cases Only" account (you do not have a separate suite.sureviewops.com management screen).

Your username will continue to be your full email address for either instance of login.

Fixes & Improvements

• Cases: Improved performance through system updates.
• Insights: Fixed an issue where applying filters to newly created Insights caused the dashboard to show empty results.

Release 11 (2025) - 12th August

Fixes & Improvements

• Cases: Resolved an issue where, when removing an item from a list drop-down in a Case, the field would be removed and unable to be retrieved again.

Release 10 (2025) - 22nd July

Fixes & Improvements

• Email: Fixed an issue where emails sent from Cases displayed the date and time in UTC instead of using the time specified in the form.

Release 9 (2025) - 8th July

Fixes & Improvements

• Users: Resolved an issue where the Case Sync process would duplicate a user in Cases, even when a matching user already existed.

Release 8 (2025) - 10th June

Fixes & Improvements

• Rules: Resolved an issue where using rules to add additional fields to a record or case required a refresh of the page for the new fields to appear.

Release 7 (2025) - 27th May

Fixes & Improvements

• Cases: Added email validation to prevent whitespace in email addresses when creating new users.

Release 6 (2025) - 13th May

Fixes & Improvements

• Cases: Resolved inconsistencies surrounding editing and saving fields in Cases.

Release 5 (2025) - 23rd April

Fixes & Improvements

• Contacts: Increased the character limit for User and Contact names to 256 characters.
• Cases: Resolved an issue where the Cases Title/Summary fields were being deleted.
• Login: Resolved an issue where, when a new user logs into Cases using SSO, without even having logged in before, their user was duplicated.

Release 4 (2025) - 20th March

Fixes & Improvements

• Cases: Resolved an issue where, when using a custom field for a trigger condition, the rule would not save and present an error.

Release 3 (2025) - 6th March

Fixes & Improvements

• Cases: Resolved an issue where Cases media playback controls were hidden when using certain browser zoom levels.
• Cases: Resolved an issue that caused Cases to be properly created, resulting in duplicate Cases IDs.

Release 2 (2025) - 18th February

Fixes & Improvements

• Cases: Resolved an issue where the creation date was not being ordered correctly when raising a Case from Response to Cases.

Release 1 (2025) - 4th February

Fixes & Improvements

• Cases: Resolved an issue where removals of video files, JPEGs, and other similar media were not tracked in the audit timeline.

Release 12 (2024) - 9th December

Fixes & Improvements

• Insights: Resolves inconsistencies by using "Included Calculations" on Insights.
• Insights: Performance improvements with Cases Insights.
• Attachments: Added a label beneath the attachments field in Cases that indicates the maximum file size limit and includes a link to all supported attachment file types.

Release 11 (2024) - 14th November

Fixes & Improvements

• Cases: Resolved an issue where a blank screen would appear when attempting to edit templates.
• Insights: Resolved an issue where selecting the number of items per page caused the page selector to run off the screen.
• Sync: Resolved an issue with data duplication during the syncing process.

Release 10.1 (2024) - 23rd October

Fixes & Improvements

• File Attachments: Added the ability to support .MKV file type uploads in Cases.
• Originating Event Media: Fix for broken thumbnail images for selected media from the Response originating event.

Release 10 (2024) - 8th October

Fixes & Improvements

• File Attachments: Added the ability to send .mp4 clips as email attachments in Cases.

Release 9 (2024) - 8th August

Fixes & Improvements

• Areas: Resolved an issue where Cases areas are not updating and syncing correctly to match the area's parent that is in Suite and Response.
• Cases: Implemented updates to enhance performance.
• Insights: Resolved an issue that caused incorrect results when adding a filter to Insights.

Release 8 (2024) - 22nd July

Fixes & Improvements

• Cases: Increased the maximum file upload size in Cases to 50MB.

Release 7 (2024) - 3rd July

Fixes & Improvements

• Cases: Implemented a fix to improve performance when loading Cases.

Release 6 (2024) - 13th June

New Features

Affected Area Field Location

With this release, we have introduced the ability to move the built-in Affected Area field to the middle of the Case Processing screen. This is especially useful for customers with longer Area names, or those with an Area hierarchy including multiple layers, as it gives more room to display the full name without cutting any text off the screen.

Release 5 (2024) - 5th June

Fixes & Improvements

• Cases: Resolved an issue where the dropdown for a Dynamic Filter on an Insight Dashboard did not cover the entire select-from-list field when selected.

Release 4 (2024) - 23rd May

Fixes & Improvements

• Areas: Improvements to the component's performance to select an area in Cases.
• Areas: When using the area selection dropdown, names will now fit into the box without having to scroll to the side to check the full name of the area.
• Areas: Resolves the issue around the Location Selectable Box and Menu disappearing when clicking outside of the name, box, or scrollbar.

Release 3 (2024) - 29th April

Fixes & Improvements

• Site Monitor: Resolved an issue where raising an event into Cases from Site Monitor would fail to open a new window with restricted access to Cases.

Release 2 (2024) - 17th April

Fixes & Improvements

• Cases: Improved performance through system updates.

Release 1 (2024) - 9th April

New Features

Send Cases As An Email

In this release, we are excited to introduce the new feature that enables you to send cases directly via email. There may be instances where you need to share a case with users or external recipients for review or record purposes. With SureView Cases, this process is made simple. Follow the steps outlined in this article to send cases as an email.

Fixes & Improvements

• Login: Adds the ability for cases to redirect to the correct location after login.
• Service Now Fix: Fixes issues with multiple notes getting added for Service Now calls.
• Numerical Fields: Fixes issues with input fields not accepting decimal points.
• Fiscal Entries: Fixes issues with the Fiscal input adding .00 before a user can input any decimals.
• Dashboard: Introduced functionality to improve the performance of Insights on the Dashboard.