New Build: 3.10.02 STABLE

[Ryan Lederman]

Kayako is proud to announce the immediate availability of our v3.10.02 STABLE build! This build contains major revisions to the internal core and resolves many long-awaited issues.

When we started out on this build, the goal was to keep the addition of new features to absolute minimum and fix critical issues that were being reported to us. A lot of areas had to be rewritten and this build went through extensive QA testing by our testing team to make sure everything was rock solid. The entire change log is listed at bottom of this thread with notable changes here:

-- Notables:

- MySQL v5 compatibility
- Complete ModernBill v5 integration & LoginShare
- Ability for clients to change ticket status & ticket priority via the Support Center
- Support Center UI improvements, sorting of columns added
- Spell Checker improvements
- Admin CP improvements: Restoring of templates & purging of attachments
- Ability to reply to tickets without sending of emails
- AJAX chat system; much faster and more reliable than the previous design
- Reworked network core for add-on products is more reliable and consistent
- SyncWorks-related fixes
- Round Robin improvements
- Staff & User Ticket creation custom fields
- Description for custom fields
- UNICODE improvements
- SLA improvements, recalculation on status, department, priority changes. Time zone related calculation fixes

You can find upgrade instructions at http://manual.kayako.net. The complete change log is listed below:

-- SWIFT General:

- Fixed empty custom fields
- Minor fix for Live Chat on windows server.
- Fixed minor issue with body tag in CSS
- FS#1892 - eSupport allows CC address to be set that matches the mail queue
- FS#1893 - Due Date out of alignment on ticket display 3.10RC
- FS#1544 - Adjustable word count on IRS.
- FS#1729 - Mail parser ignores "tickets_resattachments" option.
- FS#1722 - Release tab does not save worked minutes.
- FS#1199 - IRS ticket response not limited to group/template/department.
- Fixed XSS vulnerabilities
- Fixed staff assignment bug in follow-ups
- Fixed private tasks being displayed to other staff members
- Updated file for ticket sorting
- ModernBill v5 related fixes
- Feature: ticket sorting in Support Center.
- Feature: restrict Staff teams from deleting ticket views
- Fixed issue with date rendering in reports.
- Fixed a bug in Custom Fields where default values for "Select Multiple" fields wouldn't render correctly
- Fixed the issues with X-Cart login.
- Fixed Knowledgebase article count.
- Added the feature of view articles with all the parent categories. (Thanks Mark Dyer)
- osCommerce LoginShare: Added auto fallback to default login routine
- X-Cart: Added fall back to default login routine
- Added urldecode() to all authentication strings (For UNICODE compatibility)
- Added feature to send email after ticket autoclose.
- Fixed the issue when client replies twice cause tickets to get set to default (open) status.
- Description of newly added settings
- Fixed the issue of registration email while staff changes the valiadtion status to "mark as validated".
- Added option to change MySQL Port in config.php
- Fixed the error "Fatal error: Cannot pass parameter 4 by reference" while replying to tickets from the Support Center.
- Added HTML escaping of some $_POST variables in Support Center
- MySQL v5 related fixes ( BLOB/TEXT column 'data' can't have a default value ).
- Fixed auto close email bug(s).
- Fixed manual user validation.
- Fixed issues with U.S. date format support for calendar field.
- Fixed bug in MB LoginShare that was causing certain installations to not work properly
- SQL error while viewing download items in the Support Center.
- Removed default value entries for MEDIUMTEXT fields. This should improve compatibility with MySQL v5 strict mode
- vBulletin & X-Cart LoginShare plugins now work just like the ModernBill plugin. Basically in the existing scenario if someone creates a ticket through email parser and then tries to login in through the Support Center it will always fail. With the updated plugins, the system will auto tag them under the relevant plugin and log them in.
- Revamped the entire Spell Checker function to use PHP's pspell extension (!). If your PHP is not compiled with pspell support then the Spell Checker falls back on the aspell CLI interface. This should resolve the spell checking issues for all hosted customers and also people using our product with safe_mode enabled.
- Feature: Ability to purge ticket attachments.
- Fixed the minor issue of custom fields display fomatting.
- The system now resets the template group when the user logs out.
- Fixed the critical issue of HTML tags in alerts and no break line in email reply.
- Feature: Ability to add a description of the field with custom fields.
- Improved client-side Knowledgebase Searching to support Unicode characters
- Fixed IRS on client ticket creation does not follow template group assigned.

-- Tickets:

- Fixed signature issue with regards to follow-ups
- Fixed issue where staff signature wasnt dispatched for replies in follow-ups
- Fixed issue where server IP was stored in post when tickets were created in POP3 mode
- Fixed issue where department counters weren't calculated properly on follow up moves or status changes
- Fixed issue where follow-up was using staff personal email address rather than queue address
- Fixed AJAX errors with regards to ticket locking
- Fixed SLA bug wherein the start timeline was calculated based on GMT and not the timezone set in settings. This should resolve all SLA related incorrect due time issues reported to us recently.
- Fixed the issue with attachments while a staff member is replying.
- Feature: New ticket post locking feature as requested on forums
- Feature: URLs are now automatically hyperlinked for custom field values
- Fixed bug where the default return email address wouldn't get dispatched as 'From' when replying to tickets
- Added Default Return Email as an option when forwarding tickets
- Feature: Added option to clear due time on tickets (in General tab)
- Fixed bug in email_staffreply template when ticket history is enabled
- Finalized the ability for clients to change ticket status and priorities through the support center (!). You can toggle this permission under Staff CP > Users > Manage Groups > Edit > Tickets
- Finished the Reset Due Time function; you can now make the system clear the due time on predefined status (like Closed or On Hold). You can toggle this setting under Admin CP > Tickets > Manage Status > Edit
- Added Public/Private status option for the eventual ability of clients to change status via Support Center
- Fixed the issue with processPostAttachments() function which resulted in blank pages
- Added option to create reply to tickets without sending an email
- Made the system force addition of recipients in lower case, should fix the issues where the system bounced back with an error in case ticket email was in different case
- Added the template variable $postattachments to display attachments in staff replies.

Example of usage:
<{foreach key=attachkey value=attachment from=$postattachments}>
<{$attachment[name]}> (<{$attachment[filesize]}>)
<{/foreach}>

Array Keys:
name - Filename
type - Content Type
tmp_name - Temporary Name
error - Error if any
size - Size in bytes
filesize - Formatted Size

FS#1130 — Select Type Custom Fields reset to default value when fields are filled wrong (missed out on select fields)

- Added setting to toggle restrictions on staff for new tickets.
- Fixed missing out on "<br/>"s in alerts
- Fixed the problem of calendar select error while creating new ticket and mass reply.
- Default return email is now also available as an option when replying to a ticket. If no queue is available, the default return email is used.
- Fixed "When logging into Support Center and leaving the password blank you get a valid error. Then if you login in correctly the error message stays present even though you *are* logged in".
- Fixed time worked in ticket list now shows value in minutes rather than seconds
- Template group field added in ticket list
- Fixed email queue fields in view tickets display no data.
- Fixed calendar view for Svenska language.
- SLA Plans & Due times are now recalculated on 3 new actions: Status Change, Priority Change, Department Change. Earlier they were reset only after a ticket was escalated. This should allow further flexibility in creating multi-level SLA Plans
- Feature: You can now view which template group a ticket was submitted under. For more info + screenshot check: http://blog.kayako.net/archives/22
- The system now logs all deletions for a ticket in the audit log
- Fixed a bug where quick search on subject didn't work

-- Parser:

- Fixed issue where 'From' name wouldnt be picked up if Reply-To field didnt have a name set
- Added option to toggle auto addition of recipients as CC Users to a ticket

-- Live Support:

- More Canned XML dispatch related fixes
- Fixed bug where system wouldnt dispatch canned entries in parent node
- Fixed Caching issue with IE7 that would cause duplicate messages in client chat window
- Fixed the AJAX chat issues and tested the chat completely with FF1, FF2, Safari, Opera, FF on Mac, IE6 and IE7. Chat core system should be *solid* now
- Fixed URL decoding issues in Push Code, Push Page & Push Image functions
- IE7 AJAX caching fix. Requires restoring of all templates under Live Support section.
- Fixed bug where the system would suffix weird characters for staff > client messages
- The entire Round Robin system has been redesigned. It fixes the Round Robin issue wherein it would only count the active chats to poll the next available operator. In the code base before this commit if X & Y were two operators then any new chat request would always goto X regardless of whether X previously handled one. Now the system looks up last 10 chats and dispatches the chat to the operator who handled the least number of chat requests during that timeframe additionally some smart set of shuffling further makes the entire process more random

FS#1510 — Round Robin still same problem in ver. 3.0.0.90
FS#1481 — Round robin still goes to first to users

- Added some tweaks for better support of UTF encoded data in client name and email during chats (requires restore on chatheaderframe template)
- Fixed a problem where UNICODE entities werent being parsed properly

-- Setup:

- Fixed misc. Upgrade Issues
- Fixed a malformed SQL query that would cause failures on MySQL v5

-- Mobile:

- Fixed a small PHP error that occurred during login
- Added Custom Fields spec for new KayakoMobile build (!)
- Added New Ticket code for new KayakoMobile build (!)

-- Teamwork:

- Fixed syncworks issues
- The default tab for Tasks is now 'Detailed List' rather than 'Simple List'
- Fixed ownership while inserting new task if task type is private.

-- Knowledgebase:

- Added a $article[modified] variable in viewarticle section to display the formatted last modified time

-- WAP:

- Fixed a bug where XML wouldnt render correctly for The Ticket List & Viewing a Ticket page

-- ALL Add-ons

- HTTP responses other than "200 OK" are always downloaded and shown to the user
- BUGFIX: SpawnURL() didn't work for Opera
- BUGFIX: access violation bug caused by use of non-existant event object
- BUGFIX: several "authentication failed" and other odd login problems on IIS systems
- BUGFIX: bug where applications could become disconnected if server gives blank response
- Added proxy support through options dialog
- Added "BETA/ALPHA/STABLE" identifiers to about page depending on build type

-- KayakoMobile

- BUGFIX: View->Filter menus were not functional
- BUGFIX: Null character after POST data causes some servers to throw authentication failed error
- BUGFIX: Unicode user names don't work for login

-- InstaAlert

- Added verbose logging
- BUGFIX: Clicking "open web pages in LR client" didn't modify properties
- BUGFIX: Clicking "show alert when XML refresh fails" didn't modify properties
- BUGFIX: App name not correctly displayed in saved log file
- BUGFIX: Tray icon disappears with explorer restart (FS 1789)
- BUGFIX: IIS gives 405 resource not allowed because no "index.php" is specified in URL.
- BUGFIX: Wrote settings to HKCU\Software\InstaAlert
- BUGFIX: Options in startup wizard not saved (FS 1759)
- BUGFIX: F1 in options dialog attempts to open non-existant help file
- Log file now shows version information
- Fixed misaligned controls on General options page
- Added "Show InstaAlert" default item to tray menu (FS 1747)
- Alert popups now show time in title
- Added automatic reconnect

-- SyncWorks

- BUGFIX: Handle not closed by login, logout threads
- BUGFIX: 16x16 icon only applied to wizard window
- BUGFIX: Startup wizard displays even if SyncWorks already installed (FS 1771)
- BUGFIX: Copying device ID to clipboard twice in a row results in error
- BUGFIX: Outlook 2007 crashes on exit
- Added verbose logging to client-side XML writing routines
- Removed requirement of entering previous password in order to change password
- Added Event Log
- Fixed tab order on Synchronization tab in options dialog
- Added "sync with VoIP phone" option to sync options
- Added optional automatic disabling of sync to VoIP when LR isn't installed
- General, Sync->SubPage1, SubPage2 now load existing config from registry on start-up (FS 1756)

-- LiveResponse

- Repeat alert setting would be overwritten
- Remove IdleTime.dll, fixing sluggish performance on some systems
- Fixed crash bug in spell checker suggestions menu
- Fixed access violation when chat frame is destroyed
- Spellchecker custom word lists now saved properly
- Performance of spellchecker greatly enhanced
- Fixed bug where garbled strings would be loaded from registry when running on Windows Vista
- Fixed licensing bug that caused null device IDs
- Fixed bug where going offline from dropdown would cause automatic reconnect
- Fixed bug where going offline from system tray menu would cause automatic reconnect
- Fixed bug where logging into another account would cause initiation of automatic reconnect timer
- Fixed crash when using system tray icon during initialization
- Changed positioning and tab order of network tab
- Network subsystem no longer blocks when logging in, logging out, or updating
- Fixed bug where window showing would cause maximize CPU bug
- Disable URL encoding by default to compensate for old eSupport/LiveResponse/SupportSuite software
- Fixed race condition when frame was being constructed
- Application now saves correct size and position of window, even when maximized
- Fixed bug where, when going offline from "Log Out," monitor pane was focused but not selected in shortcut bar
- Now retries connection for more instances of empty responses from server
- Application would not properly enter "offline" state in certain situations
- Unknown connection failures would not be logged properly
- Improve logging
- Errors caused by HTTP responses other than "200 OK" are displayed with more meaningful messages
- InstaAlert can now open ticket URLs inside the WinApp browser
- Add automatic reconnect option
- Add option to explicitly enable URL encoding if the server rejects requests otherwise
- Add support for future automatic updates
- Installer now loads existing application folder as install location, if applicable
- Alerts can now be repeated
- Support non-English spellcheck dictionaries
- Add "ignore initial capitalization" option in spellchecker
- Make "repeat alerts" option off by default for all alert types
- Warn before searching root directories for spellcheck dictionaries

-- LiveResponse SIP

- Fixed bug where "Call" button would be disabled in incorrect situations
- Fixed microphone volume initialization
- Added generation and processing of "Registering" and "Unregistering" events for more responsive UI
- Unknown registration and unregistration errors are now displayed in dialpad
- Functionality is more asynchronous, eliminating initialization pauses
- Now has "online" and "offline" status indicator
- Contact list now saves multiple numbers per contact
- Contact list redesigned
- Event list now displays icons for Error/OK
- Event list can now be saved as a file (primarily for support reasons)