SupportSuite, eSupport and LiveResponse 3.20.00 Release Candidate

[Jamie Edwards]

Hi all,

We have released 3.20.00 (that follows 3.11.01) as a release candidate, while it undergoes a final round of testing that should last no more than a few days, assuming no show-stoppers. This build is essentially what will be 3.20.01 STABLE.

Please see the changelog below.

This build can be found in your members area (http://members.kayako.net).

You are free to install it, and we would appreciate any feedback you have.

As always, please take a backup before installing beta or unstable builds.



Notable additions

- Improved internationalization support
- Improved chat system stability
- Improved mail parser efficiency
- Seamless department and status filtering (no more misplaced tickets)
- Updated GeoIP database for visitor tracking
- Visitor sessions not identified by IP address (allows for multiple visitors behind a single NAT router, for example)
- Added optional IP-based restriction for staff and admin access
- Added report functionality for LiveResponse
- XSS vulnerabilities patched
- Improved efficiency of add-on related code

SupportSuite, eSupport and LiveResponse (SWIFT)

- BUGFIX: CC on phone ticket does not work (bug #64)
- BUGFIX: "X is viewing ticket" lock activates even if the staff member who attempted to access it has no permission to do so (bug #170)
- BUGFIX: Merged tickets lose billing entries (bug #127)
- BUGFIX: News article expiration date saves in wrong format (bug #387)
- BUGFIX: Status drop-list defaults to the top item on the reply tab (bug #255)
- BUGFIX: Menu z-order not right under Safari (bug #207)
- BUGFIX: Save and Reload for templates does not work (bug #231)
- BUGFIX: Follow-up reply does not include signature (bug #222)
- BUGFIX: PHP error due to custom fields when viewing ticket list (bug #225)
- BUGFIX: Cannot delete Downloads category (bug #233)
- BUGFIX: "Remember Me" in login form does not work (bug #239)
- BUGFIX: Parse error in swift.php (bug #246)
- BUGFIX: SQL error after ticket submission (bug #249)
- BUGFIX: Statuses from all departments shown (bug #256)
- BUGFIX: Expired news articles shown in RSS feed (bug #257)
- BUGFIX: Missing language pack entry (bug #261)
- BUGFIX: Typo in language pack (bug #263)
- BUGFIX: Blank e-mail responses (bug #270)
- BUGFIX: Custom fields not visible to existing users (bug #279)
- BUGFIX: Last staff reply time includes forwarding (bug #291)
- BUGFIX: Calendar in Tickets > Reports > Work Summary is broken (bug #309)
- BUGFIX: Teamwork > Tasks reports wrong view (bug #312)
- BUGFIX: Inconsistent label in Troubleshooter > Manage categories (bug #316)
- BUGFIX: Troubleshooter > Insert Step fails with empty fields (bug #317)
- BUGFIX: Troubleshooter > Delete Step from tree has wrong message (bug #318)
- BUGFIX: Items edited for clarity in Admin CP > Dashboard (bug #319)
- BUGFIX: Error on staff user deletion (bug #327)
- BUGFIX: HTML tags not stripped in ticket post quote (bug #337)
- BUGFIX: Tickets > Reports > Work Summary uses wrong calendar for search (bug #377)
- BUGFIX: Collision of client cp news settings (bug #384)
- BUGFIX: Staff users can't see notes (bug #386)
- BUGFIX: E-mail sent to customer doesn't contain live link (bug #390)
- BUGFIX: Duplicate e-mail addresses in teamwork > detailed cards (bug #393)
- BUGFIX: Address search does not work for CC and BCC (bug #395)
- BUGFIX: No back link on client cp > downloads > view download or knowledgebase > view article (bug #457)
- BUGFIX: News > Insert subscriber does not regex validate (bug #456)
- BUGFIX: News > Import subscribers broken (bug #455)
- BUGFIX: Mail Parser > Insert Breakline allows empty input (bug #454)
- BUGFIX: Downloads > Quick Jump to category does not work (bug #453)
- BUGFIX: UTF-8 data sent by Kayako Mobile and Kayako SyncWorks clients not properly translated to the native charset of the help desk when the desk is not UTF-8 (bug #452)
- BUGFIX: SyncWorks task statuses not synchronized properly (bug #451)
- BUGFIX: SyncWorks null date incorrect for Outlook (bug #450)
- BUGFIX: If task is marked as complete in SWIFT, but has no status, Outlook translates it into 'not started' (bug #449)
- BUGFIX: If task has a status that doesn't correspond to one in Outlook, a best guess is made as to which one to use (bug #448)
- BUGFIX: PHPinfo functionality in admin cp not correctly formatted (bug #447)
- BUGFIX: SLA Plan menu shows only 'A' instead of correct names (bug #446)
- BUGFIX: Private departments and statuses not rendered correctly in client cp (bug #445)
- BUGFIX: International page titles and other info not properly dealt with for visitor data (bug #444)
- BUGFIX: KayakoMobile replies have wrong return email address (bug #443)
- BUGFIX: Tickets associated with a template group that has been deleted get empty e-mail responses (bug #458)
- BUGFIX: Attachment restriction allowed all types except the ones specified (bug #441)
- BUGFIX: Knowledgebase article reports show incorrect publishing date (bug #439)
- BUGFIX: Linking to external file for Download item with a space in the URL resulted in an incorrect link (bug #440)
- BUGFIX: E-mail addresses for login are case sensitive (bug #442)
- BUGFIX: Ticket attachments not deleted properly when tickets are deleted (bug #459)

SyncWorks

- Added multi-folder support
- Sync screen no longer steals focus while running
- Added HTTP, SOCKS4 and SOCKS5 proxy support with multiple authentication modes.
- Connections to your helpdesk HTTP server will be kept alive to reduce overhead and system load on both sides.

- BUGFIX: Items synchronized to server do not appear in web interface
- BUGFIX: Dates are off by timezone offset
- BUGFIX: Operation timeout / empty response server responses
- BUGFIX: Authentication failures caused by bad handling of HTTP authentication credentials on some versions of Microsoft IIS
- BUGFIX: Sometimes, garbled strings are loaded from settings when running on Windows Vista
- BUGFIX: Startup wizard displays even if SyncWorks already installed
- BUGFIX: Couldn't generate licensing information error message
- BUGFIX: Crashes Outlook 2007 on exit
- BUGFIX: Extended configuration screen not present in startup wizard. This results in all optional synchronization being disabled by default.
- BUGFIX: HTTP proxy does not work

InstaAlert

- Added HTTP, SOCKS4 and SOCKS5 proxy support with multiple authentication modes.
- Connections to your helpdesk HTTP server will be kept alive to reduce overhead and system load on both sides.

- BUGFIX: Popup auto-close causes tray icon to stop blinking
- BUGFIX: Operation timeout / empty response server responses
- BUGFIX: HTTP proxy does not work
- BUGFIX: Retry counter is not reset on successful XML refresh / logout / login
- BUGFIX: Authentication failures caused by bad handling of HTTP authentication credentials on some versions of Microsoft IIS
- BUGFIX: Sometimes, garbled strings are loaded from settings when running on Windows Vista
- BUGFIX: Licensing information can't be generated

LiveResponse

- Added HTTP, SOCKS4 and SOCKS5 proxy support with multiple authentication modes.
- Connections to your helpdesk HTTP server will be kept alive to reduce overhead and system load on both sides.
- The version number is now selectable and copyable.
- Add more progress details to installer.

- BUGFIX: Fix an issue caused by several Windows Update hotfixes (KB946026, KB943055, KB944533).
- BUGFIX: The client would automatically log back in after the user manually logs out.
- BUGFIX: Fix two memory leaks.
- BUGFIX: Rename proxy settings so that previous, incompatible settings are not used for new proxy functionality.
-BUGFIX: Revert to no proxy settings if settings are malformed.
- BUGFIX: Several issues with international keyboard layouts that use AltGr for extended characters.
- BUGFIX: Country code and referrer columns did not appear under certain circumstances.
- BUGFIX: "Accept Chat" popup did not handle left click properly.
- BUGFIX: Install Microsoft Visual C++ runtime package in silent mode.
- BUGFIX: Properly logging out of server when switching accounts to fix session expiration messages.
- BUGFIX: Application would crash when right clicking on VoIP contact list.
- BUGFIX: Properly handle unregistration events in VoIP module.

KayakoMobile

-BUGFIX: Miscellaneous scrolling bugs fixed in dialog list control
-BUGFIX: Critsec list not unlocked if dialog creation fails in dialog list control
-BUGFIX: Choosing [x] button on either nag screen or register dialog under PPC2003 results in main window not being brought to front
-BUGFIX: KCELicensing fails to generate a device id on some devices
-BUGFIX: Dialog List Control items don't resize when screen layout is changed.
-BUGFIX: 2 messages are displayed to the user if user/pass/url are not present when synchronization is attempted
-BUGFIX: Attachment maximum file size entry field not restricted to numerics
-BUGFIX: Two messages are displayed to the user when GetURL fails with a known failure message
-BUGFIX: Size of attached file can be clipped (removed "Size:" prefix)
-BUGFIX: "Add note" item gets expanded after "Properties" and thus gets brought into view
-BUGFIX: On PPC2003, reply menu bar isn't properly destroyed
-BUGFIX: Due date saved through properties is off by time zone offset
-BUGFIX: Due date viewable in ticket view is off by time zone offset
-BUGFIX: Focus isn't given to "URL" field in General tab in settings dialog
-BUGFIX: Table creation statements now wrapped in a transaction and committed (fixes "no such table: x" errors)
-BUGFIX: Infinite loop when SQL statement failed to execute
-BUGFIX: Handwriting attachments get the wrong file name on PPC2003
-BUGFIX: Note content field not SQL-prepared (single quotes not escaped)
-BUGFIX: Numeric fields for notes and billing entries now default to '' instead of empty.

[Thijs]

Hi,

This sounds great !

Is the actually the 3.11.02 CVS ?

Cheers,

Thijs

[rightwholesale]

There is no file available for me to download:

Version: 3.20.00 (UNSTABLE) - 26 Feb 2008 11:27 PMNo Files Available for Download
Can anyone download there?

[craigbrass]

Works fine for me. See http://www.craigbrass.net/personal/i...208-090616.jpg

http://members.kayako.net -> Builds Tab -> "Version: 3.20.00 (UNSTABLE) - 26 Feb 2008 11:27 PM"

[Salman]

Does this contain the WHMCS integration bugfixes?

[chaywesley]

Hi,

I'm not sure if this is the right place to report this, but the "Downloads" still suffer from the same problem that was described about the knowledgebase articles in this thread:

Knowledgebase - number of articles count

This is regarding the display of the number of items in a category... It would be *much* less confusing to our customers if the count also included the items contained in subcategories.

Thanks,

Chay

[craigbrass]

Does this contain the WHMCS integration bugfixes?

All the bugs that could be reproduced were fixed yesterday. Try upgrading and restoring your templates.

[mm1250]

This is great news. Hopefully you guys can get the stable out on the weekend so I can do the upgrade.

[PureSecurity]

Originally Posted by chaywesley

Hi,

I'm not sure if this is the right place to report this, but the "Downloads" still suffer from the same problem that was described about the knowledgebase articles in this thread:

Knowledgebase - number of articles count

This is regarding the display of the number of items in a category... It would be *much* less confusing to our customers if the count also included the items contained in subcategories.

Thanks,

Chay

+1 for this - is this logged as a bug? Seems an easy one to fix...

R.

[Jamie Edwards]

Hi there,

We have noted it and will fix it before the release.

Kayako Bug Tracker - Viewing Issue #467 - Downloads - incorrect files count in categories

[Softek_Support]

We are disappointed to note that 2 bugs we reported 5 months ago still have not been fixed..

Bug # 230 is critical for us and causes us so much work its not funny.

Also is a mail parsing / rule issue we reported on 20th September last year ( I dont have a bug number for it)

The Ticket ID: was UFJ-482055 - which has been closed multiple times despite the 4 confirmed issues listed NOT yet being fixed.

It makes me wonder what we pay support fees for.

Jason

[Softek_Support]

Just in case anyone is interested our 4 issues are still;

1. When you change the status of a ticket, any set due date is cleared completely.

2. When you forward a ticket, the ticket status always reverts back to open and due date is cleared.

3. When you forward a ticket, if you change the status, and / or set a new due date these are never set.

4. A Pre and Post Parser Mail Rules do not work correctly / at all. We have 1 x pre parsing rule which cc's the mail off to another recipient. This happens but any attachment is stripped and doesnt arrive at the cc. The Post parsing rules should close the ticket and add a note automatically but this doesnt run at all. They work fine in 3.10.

[gate2vn]

Originally Posted by Softek_Support

4. A Pre and Post Parser Mail Rules do not work correctly / at all. We have 1 x pre parsing rule which cc's the mail off to another recipient. This happens but any attachment is stripped and doesnt arrive at the cc. The Post parsing rules should close the ticket and add a note automatically but this doesnt run at all. They work fine in 3.10.

I just notice this with 3.11.02 cvs. We have set pre parser rules, but they are not working at all. All they work in 3.11.01

[BrettW]

I have put off registering to throw this problem out there, but here it is.

I have 2 template groups. One is default and the other is whmcs. The default group works perfectly, but in the whmcs group it keeps loading the default css in the "View Ticket" under whmcs. This is what it is showing -
support.mywebsite.com/index.php?group=default&_ca=css

As you can see this should be loading
support.mywebsite.com/index.php?group=whmcs&_ca=css

This is a BIG problem for me since I have 2 separate themes the kayako.

Is anyone else experiencing this?

[BrettW]

Just to let you guys know, I have edited the header file in the CSS area from <{$tgroup[title]}> to whmcs to show just that file.