New Features

Date and time localization based on language

With this release, we implemented logic that presents the date and time in local convention based on the language preference that the user chooses. For example, if a portal user selects Japanese as their preferred language, then we present date and time in a format that is appropriate and expected for Japan. We have enabled this logic across all the languages that we support in the CareAR portal.

Numeric Assist Session Codes

Prior to release 24.04, the session code associated with a CareAR Assist session was explicitly an alphanumeric string with 6 characters. A character could be composed of either a Latin letter or an integer. In some regions, the pronunciation of Latin letters is challenging for non-native speakers and hinders usability.

With this release, we introduced the option to force Assist session codes to be numeric digits only if that’s the preference of the CareAR customer. To enhance security, we extended the length of numeric session codes to have 8 characters. To enable numeric only session codes, a CareAR customer will need to contact CareAR Support and have this setting enabled on their CareAR tenant.

Note that Assist hosts will need to use release 24.04 of the CareAR client application to make use of the numeric session code enhancement.

Screen share from Assist guest web app on desktop

In release 24.02, CareAR release the screen sharing function to the market with great success. We build upon this feature by now offering users who join a CareAR Assist session using the Assist guest web app to share their desktop screen into the session.

This use case is especially valuable for IT Support Management (ITSM) scenarios. It is very common for an IT help desk to need to be able to see a guest user’s desktop screen and for many users seeking assistance, their IT policies prevent them from downloading an app for this purpose. Therefore, being able to share your desktop screen via the web browser is especially valuable and in some cases the only option to share screen.

The scope of this feature is to enable screen share from a desktop browser. With this enhancement, we provide the same level and scope of screen share as was implemented in the native app for macOS and Windows.

We introduce a new tool in the bottom tool tray of the CareAR web browser app. Guests joining an Assist session from a desktop browser (on macOS or Windows) can share:

the entire screen of desktop (and when there are multiple screens, select which screen to share)
the screen of a specific application

NOTE: Mobile browsers will not support this feature due to underlying limitations with the browser technology on mobile devices

Assist Guest web app Localization

We now support the presentation of the Assist guest web application in different languages, based on the language the host has their CareAR application set to. For example, if a CareAR user hosts an Assist session and has language set to Japanese, then when guests join the session via web, the language of the guest web application will be presented in Japanese.

GLB file validation

When a content creator uploads a GLB file, we now validate the file and indicate whether or not there are errors with the file. If errors are detected, then the content creator is warned that the file contains errors and can choose to cancel the upload or continue.

ServiceNow connector test

Within the Connector Center on the CareAR admin portal, we now provide an option to verify that the ServiceNow Connector has been properly configured and enabled. See the Test connection option below the enable/disable button.

When the admin clicks Test connection, the following popup is displayed to indicate that the test is in process. The user is given the option to halt the test.

While the test is running, the CareAR backend confirms that the connector is properly configured on both CareAR and ServiceNow sides, ensuring the successful flow of data between the two systems.

If the test is successful, the following popup is presented to the user:

If the test determines there are issues with authentication between CareAR and ServiceNow, the following popup is displayed:

If the test determines there are issues with reaching (addressing) ServiceNow, the following popup is displayed:

NOTE: Repeatedly running the test connection with incorrect credentials may lock the ServiceNow account if your ServiceNow instance is configured with a login limit.