eSupport v2.2 RC2 Released

[Varun Shoor]

Firstly, If you downloaded it earlier, please do so again. The RC2 appearing before the official release was due to our mistake as we were testing the new nightly build system.

If you have any issues with this release please do post under the "RC2 Issues" sticky thread in Beta Testing forum.

IMPORTANT NOTE: Variables being used under EmailReply_*, AutoResponder_*, StatusReport_*, EmailForward_* & TicketStatusForm were changed, Restoring those templates from current ones is recommended. eSupport will not restore those templates by default, If you do not do so your clients will not be able to login to eSupport Client Area.

IMPORTANT NOTE(2): If you are using eSupport in build SMTP Sending system then you will have to update your SMTP Server information under Settings > General or eSupport will try to send using the PHP mail() function.


UPGRADING INSTRUCTIONS
Upgrading from v2.2 RC1 to v2.2 RC2

• IMPORTANT! Backup BOTH your Database (mysqldump) and your Files before proceeding, Remember even though it the code base is stable it is still a Beta!
• Replace all your existing files with the new ones in upload_zend directory
• REMOVE admin/setup.php
• Make sure BOTH your config.php AND key.php are in admin/ directory after you have replaced the files
• Upload the file "upgrade_v2.2.rc1_to_v2.2.rc2.php" from your upgrade/ directory over to admin/ directory and run it from your web browser
• Follow the steps, it should finish without any issues.
• Delete "upgrade_v2.2.rc1_to_v2.2.rc2.php" from your admin/ directory

Upgrading from v2.2 Beta 3 to v2.2 RC2

• IMPORTANT! Backup BOTH your Database (mysqldump) and your Files before proceeding, Remember even though it the code base is stable it is still a Beta!
• Replace all your existing files with the new ones in upload_zend directory
• REMOVE admin/setup.php
• Make sure BOTH your config.php AND key.php are in admin/ directory after you have replaced the files
• Upload the file "upgrade_v2.2.beta3_to_v2.2.rc1.php" from your upgrade/ directory over to admin/ directory and run it from your web browser
• Follow the steps, it should finish without any issues.
• Delete "upgrade_v2.2.beta3_to_v2.2.rc1.php" from your admin/ directory
• Follow upgrade instructions above to upgrade from RC1 to RC2

Upgrading from v2.1.x to v2.2 RC2

• IMPORTANT! Backup BOTH your Database (mysqldump) and your Files before proceeding, Remember even though it the code base is stable it is still a Beta!
• Replace all your existing files with the new ones in upload_zend directory
• REMOVE admin/setup.php
• Make sure BOTH your config.php AND key.php are in admin/ directory after you have replaced the files
• Upload the file "upgrade_v2.1.x_to_v2.2.php" from your upgrade/ directory over to admin/ directory and run it from your web browser
• Follow the steps, it should finish without any issues.
• Delete "upgrade_v2.1.x_to_v2.2.php" from your admin/ directory

CHANGELOG FOR THIS RELEASE:

[*] Fixed Timezone Issues
[*] Fixed All Date Related Bugs
[*] Fixed Auto Responder Bug
[*] Fixed Smarty Template Issues
[*] Fixed Issues with Spamassasin score of emails sent from eSupport, its <1 now and will be brought to 0 in Final Release
[*] Fixed Troubleshooter Table Issues
[*] Added ability to set SMTP Server under Settings > General (We missed this part earlier)
[*] Improved Time Tracking Logging, It now adds a note and also keeps track in a seperate table (For your own reporting systems)
[*] Fixed a bug where it would strip tags from emails sent through eSupport even when WYSIWYG editor was disabled, Code sent through eSupport now shows up fine
[*] Fixed a bug where it would error out when searching using Client Notes under Tickets > Search

v2.2 ENTIRE CHANGELOG:

[*] Fixed Timezone Issues
[*] Fixed All Date Related Bugs
[*] Fixed Auto Responder Bug
[*] Fixed Smarty Template Issues
[*] Fixed Issues with Spamassasin score of emails sent from eSupport, its <1 now and will be brought to 0 in Final Release
[*] Fixed Troubleshooter Table Issues
[*] Added ability to set SMTP Server under Settings > General (We missed this part earlier)
[*] Improved Time Tracking Logging, It now adds a note and also keeps track in a seperate table (For your own reporting systems)
[*] Fixed a bug where it would strip tags from emails sent through eSupport even when WYSIWYG editor was disabled, Code sent through eSupport now shows up fine
[*] Fixed a bug where it would error out when searching using Client Notes under Tickets > Search
[*] Fixed an error in setup.php where it would fail when creating indices
[*] Fixed a bug where it would display current time for all tickets and other areas where date is displayed
[*] Fixed Malformed SQL Query in Troubleshooter Client Area
[*] Backslashes in Tickets and Knowledgebase would get stripped automatically, This has been fixed now
[*] Ticket Search wouldnt work or would hang, This has now been resolved
[*] Reminder text in Flag would only include the date and not the time, this has been fixed
[*] The Admin Login Page footer date now shows current year
[*] eSupport will now delete all tickets and replies when you delete a department
[*] Fixed a bug in ticket listing that would result in a PHP error
[*] Optimize some queries on ticket listing page
[*] Fixed a bug where it would always take the time as "AM" even when "PM" was selected when inserting a reminder
[*] eSupport will now goto last page of tickets when it is replied to, it will goto first page if Reverse Order is enabled
[*] The end user is now presented with an option to delete a ticket when banning a user
[*] eSupport will now "catch all" emails that do not have an Email Handler assigned to them (It will add them under the first Email Handler by default)
[*] Merge ticket bug fixed
[*] Confirmation window for close button has been removed as requested
[*] Fixed a bug where it wouldnt display Email Header
[*] ForwardText and ForwardHTML Templates should now restore fine
[*] Fixed a bug where it would only forward the subject and not the entire ticket
[*] Fixed a bug where it would not send the AutoResponder message when a ticket was submitted through Email
[*] Fixed the Malformed Query when submitting a ticket with Attachment
[*] Added a "Record time" section in ticket viewing to record a time for specific staff member
[*] eSupport will not strip tags from text emails if WYSIWYG editor is disabled, you can now send emails with HTML tags or Code
[*] Client area authentication changed to Cookies, this should solve the issues on some client machines where PHP Failed to create sessions
[*] eSupport will now redirect your clients to the index URL after they click on the link in your emails to view ticket, this prevents the referrer logs to log the Emails and Ticket Key
[*] Fixed a bug where eSupport would not update fullname and email when a ticket was edited
[*] Non-Admin Users can create/delete/modify Public Predefined Replies
[*] Fixed Attachment Issues
[*] Fixed "Unauthorized Access Not Allowed" bug on Opened, Closed, On Hold and Delete buttons
[*] Fixed a bug where it would not display staff signature when creating ticket through Admin Area
[*] Fixed an issue where it would not add an attachment when creating ticket through Admin Area
[*] Fixed the "space" image URL, It did not have ".gif" at end
[*] eSupport will now display a warning message on all pages if license key is about to expire, this is only for Yearly and Monthly licenses users
[*] Fixed the bug where the Auto Responder message would be dispatched from the default group
[*] Added a direct link to EmailForward templates, Clicking on the link takes you directly to ticket
[*] Added Ability to Filter Tickets based on Attachment File Name in Email Parser Rules, You can make it filter according to .pif to block those recent spam/worms
[*] Added Ability to Empty Attachments in Database, Option is available under Settings > Optimize/Repair Database, Can Speed up bogged down support desks with 1GB+ in attachments
[*] eSupport now treats the first created Email Handler as default one
[*] Added Ability to override From Name and From Email for an Email Handler, Setting can be changed under Settings > Email.
[*] Ability to change Timezone and also Hourly Format, Allows you to change hour display to 24 Hour Format (For European Users)
[*] Added A setting to Reverse the display of posts in tickets with newest reply being on top
[*] Time billing with reports on Per Ticket, Per Client and Per Staff basis added
[*] Changed Troubleshooter Article Relationships, It is now based around One to Many Relationship model rather than the previous One to One

[Varun Shoor]

Post Continued...

[*] Optimized a lot of queries (Over 200!)
[*] Fixed overrides.php bug for modernbill installations
[*] Fixed Drop Index error in upgrade file
[*] Changed copyright notice to 2004 in footer
[*] Fixed memory_get_usage error, will only work when $debug=on in pop3pipe.php
[*] Changed some left over instances of SMS Forwarding > SMS Alerts
[*] Fixed IMAP Multiple accounts bug where it would end the script after processing one IMAP account
[*] Fixed login issue where it would auto login anyone
[*] 96% of Source Code is now Open!
[*] Fixed a bug where it prevented creation of departments with same name under different template groups
[*] Almost all parts of the Email Parser were recoded to optimize its runtime performance
[*] Added group variable to autoresponder template, If you use Multiple Groups then you can make eSupport print the group variable using <{$group}> in your templates
[*] InstaAlert now blinks whenever a new ticket or reply arrives. In case you miss the alert window the icon will continue to blink unless untill:

[*] Renamed "Email Forwards" to "Email Alerts" and "SMS Forwards" to "SMS Alerts" to avoid confusion
[*] Fixed Preferences Cookie bug, the checkbox settings would not update earlier but this is now fixed
[*] Revamped the Ticket Database Structure to optimize for speed, Earlier it would get slow after 100k tickets, now it can handle couple of million easily. In case you had the source the following files use the new structure:

[*] Fixed the Announcement Year Bug where it would select 2003 Year by default, Now it should select the current year according to system date
[*] Fixed Auto Close Bug
[*] Changed the reference to tickets.php under Users > Reports, Earlier it would give a 404 Error if you clicked on the arrow
[*] eSupport now always displays the number of Unapproved comments rather than New Comments since last visit
[*] Fixed a bug where it would always send the Auto Responder message from default group regardless of which group the department was assigned to
[*] Changed the text in Audit Log entry when ticket is moved to display the department the ticket was moved from rather than the department the ticket is moved to
[*] eSupport now sends the Move Ticket alerts to Staff Members Assigned to the department to which ticket is moved to rather than the department from which it is moved from.
[*] eSupport will now display an error if the Upload fails under Helpdesk > Downloads.
[*] Email Parser Log will have a critical entry if by any chance a ticket fails to create.
[*] Fixed the issue whereby tickets would vanish if large attachments were received, as contents and emailbody are now in seperate table a ticket will get created regardless of what size the attachment is for.
[*] Made the Invalid Key errors more descriptive
[*] Revamped the New Ticket Page in Admin Area
[*] Added "Staff" Custom Fields which are displayed only in the New Ticket Page in Admin Area, Good for adding additional information when inserting tickets
[*] Added a Reminder section to New Ticket Page.
[*] Fixed a bug whereby eSupport Email Parser would loop in case the staff email was same as one of the Email Handlers
[*] eSupport now displays a message on Post Reply page if "Email Reply" option is disabled. "No Email will be dispatched as Email Reply is disabled, To change please click Options" - DONE
[*] The SQL Backup generated is now sent as a file download rather than text to be displayed on browser screen.
[*] Made the Expand/Contract Logo Images in Admin Area more prominent
[*] Fixed a bug whereby eSupport would not display Knowledgebase Details in Admin Area if the Article was on any other page than the first one.
[*] Added Ability to set Default Department, Once set, eSupport will display it as the selected one on Submit Ticket Page
[*] Improved Settings handling, should result in performance increase
[*] Timeline in ticket listing now support days too, example: 1d13h24m53s
[*] Added a feature to Forward Entire Ticket text to any email address
[*] Added Pagination at bottom of ticket listing page
[*] Added a "Mass Print" section under Mass Action
[*] Password Cookie now set by eSupport is encrypted.