SupportPal Docs

2.1.2

Release Details

Release Date 31st March 2017
Release Type Stable - Minor

Notable Features

  • Email subaddressing - With email subaddressing support, a unique Reply-To address is set for each ticket and is used to figure out which ticket a reply belongs to. Enabling this will allow you to remove the ticket number from the subject of email templates, making emails seem more natural. Read more
  • Additional ticket grid icons - We've added a number of new icons to the grid, so you can get a better understanding of what's going on from just a glance. An attachments column has been added showing if any messages in the ticket has an attachment, total messages count and notes count badges for the ticket, and a draft icon if any operator has written a draft on the ticket.
  • Improved search grids - We now use the ticket and user grids for search results, providing more detail and allowing you to perform quick actions on the results.
  • Change or disable operator email templates per department - Similar to how it was possible to change or disable user email templates for a given department, the same is now possible for email templates used for operator notifications.
  • Set a custom email from name per department - It's now possible to set a custom from name for emails sent out by each department, if you need something to what SupportPal generates by default.
  • 'Time ago' dates update in real time - Relative timestamps such as '1 minute ago' around the help desk will now update in real-time as you're viewing the page.
  • Accept tickets by department emails - Previously, incoming emails from any department emails would be rejected. They are now processed as tickets, but any reply to those tickets will not send an outgoing email.
  • Create new user in ticket view - Need to change the user on the ticket to someone new? You can now easily create a new user and assign them to the ticket directly in the ticket view.
  • New API functions:
    • Added the ability to filter tickets by assigned operator(s).
    • Added the ability to filter tickets by a ticket filter, and mock viewing matching tickets as an operator.

Notable Changes

  • Operators emailed by BCC - Email notifications to operators are now sent by BCC, so operators cannot see who else has been sent the same notification.
  • Parent name used for subdepartments - For new installations, the frontend and email notifications for tickets in subdepartments will now use the parent name when mentioning the department name. This change can also be applied by existing users by using the newly added ticket.department.frontend_name merge field in email templates.
  • Verbose email log disabled by default - We have disabled the verbose email log by default, and it should only be manually enabled if required for debugging.
  • Redactor paste plain text setting reverted - In 2.1.1, we made a change to the Redactor settings to parse anything pasted in to Redactor as plain text. This however had some unintended effects and often resulted in badly formatted text when pasting. This has been reverted, but if you prefer to keep it as it was, change the value of 'pastePlainText' back to true in redactor_config.js - see change.

Resource Changes

Changelog

Type Issue Description
Feature DEV-738 Email subaddressing support.
Improvement DEV-597 Added ability to create new user and assign to ticket in the ticket view.
Improvement DEV-776 Added ability to sort by user, department and other columns in the ticket grid.
Improvement DEV-917 Improved activity logging for macros.
Improvement DEV-918 Improved performance of searching on large databases.
Improvement DEV-1032 Form buttons are now disabled on submission to avoid double clicking.
Improvement DEV-1065 Added support for non-standard destination email headers.
Improvement DEV-1093 Added handling for encapsulated RFC 822 emails.
Improvement DEV-1193 Improved activity logging of emails sent to users and operators.
Improvement DEV-1196 Operators are now emailed by BCC, so you cannot see who else it was sent to.
Improvement DEV-1227 Added ability to set a custom FROM name for each department.
Improvement DEV-1293 Now using a dynamic and real-time JS solution for timestamps rather than plain PHP.
Improvement DEV-1326 Can now optionally notify users when "Disable user email replies" setting is enabled.
Improvement DEV-1352 Now accepts tickets opened by department email addresses.
Improvement DEV-1389 Added user notes to the ticket view.
Improvement DEV-1390 Removed references to SupportPal in the frontend JS.
Improvement DEV-1395 Added ability to change or disable operator email templates per department.
Improvement DEV-1396 Added ability to change or disable attachment rejected email template per department.
Improvement DEV-1412 Allow HTTP verbs in htaccess in case they are disabled by default in the Apache configuration.
Improvement DEV-1415 API - added ability to filter tickets by assigned operator(s).
Improvement DEV-1416 Now possible to collapse the sidebar boxes throughout in the operator panel.
Improvement DEV-1418 The operator password confirmation is now cached briefly so you don't need to enter it constantly if adding/editing several operators in a short time.
Improvement DEV-1428 The email log and queue now shows CC recipients too and the list is shortened if more than 2 emails.
Improvement DEV-1429 When clicking filter results, a condition is added by default if there are currently none.
Improvement DEV-1451 Fall back to operator name on ticket message in ticket grid if operator no longer exists.
Improvement DEV-1465 Added support for text/plain flowed email formats.
Improvement DEV-1468 Now hides send email checkboxes if relevant department email template is disabled.
Improvement DEV-1469 Added option to disable sending an email to users when they open a ticket at the frontend per department.
Improvement DEV-1491 API - added ability to filter tickets by a given ticket filter.
Improvement DEV-1494 Split routes JS between frontend and operator panel.
Improvement DEV-1502 Add file extension to embedded email images.
Improvement DEV-1506 Now uses parent department name on frontend and in emails for subdepartments by default for new installations.
Improvement DEV-1514 Show additional ticket details on the ticket grid.
Improvement DEV-1520 Added additional ticket columns to improve performance of some tasks.
Improvement DEV-1527 Added CSS for <pre> tags so it wraps and stands out more.
Improvement DEV-1534 Added ability to disable 2FA on the edit operator page.
Improvement DEV-1558 Can now create languages folders with regions in them.
Bug DEV-1148 Ticket CC email addresses are emailed more than once if the TO emails are split.
Bug DEV-1270 On some occasions emails were not imported due to trying to add a duplicate user.
Bug DEV-1328 Email parser has trouble handling if multiple Content-Type's are defined in the email header.
Bug DEV-1330 Email batch is sometimes prematurely deleted.
Bug DEV-1341 Ticket-related email templates are incorrectly showing a '1' in the preview.
Bug DEV-1343 Unable to process emails that have attachments but no message.
Bug DEV-1351 Email is truncated even if the user has only added their message below the reply above line.
Bug DEV-1358 Recent activity in ticket grid sidebar shows activity from departments you're not assigned to.
Bug DEV-1376 Ticket custom fields are can sometime show empty if all fields have no options.
Bug DEV-1381 The product tour department step can sometimes point to the wrong department.
Bug DEV-1383 Inactive tickets scheduled task closes tickets when operator posts a note.
Bug DEV-1386 Unable to view merge field previews if operator doesn't have permission to view email templates.
Bug DEV-1387 The "send email to user" activity log message has the incorrect link.
Bug DEV-1388 Feedback forms are not sent under some conditions when tickets are closed by the inactive tickets task.
Bug DEV-1393 Incorrect page title on user profile page.
Bug DEV-1394 Ticket tags can be added multiple times.
Bug DEV-1397 Updating department on ticket with no department email throws a JS error.
Bug DEV-1399 Unable to create organisation custom fields with options.
Bug DEV-1400 Operators are unable to reply to locked tickets by email.
Bug DEV-1402 Exception raised when creating or replying to a ticket having not selected any valid department from address when the option exists.
Bug DEV-1413 Exception raised when viewing a department that doesn't exist.
Bug DEV-1421 Custom fields are not purged when using the 'Close & Lock' option.
Bug DEV-1442 Unable to click show details on email replies when it's been dynamically added by polling.
Bug DEV-1446 WHMCS Information plugin breaks if you don't define details for default brand but only for other brands.
Bug DEV-1453 Images are stretched on ticket view when it has a height defined but is already at 100% width.
Bug DEV-1454 Organisation managers can still add users when user registration is disabled.
Bug DEV-1457 Fatal error when calling trying to use a date-related filtering condition with empty date.
Bug DEV-1460 Error transferring organisation ownership without specifying owner.
Bug DEV-1461 Language string missing for escalation rules in ticket view tabs.
Bug DEV-1463 Reply-all option incorrectly visible on some converted internal tickets.
Bug DEV-1475 API - department store and update methods do not work as intended (now removed).
Bug DEV-1484 PDOException raised in some cases where it cannot find driver.
Bug DEV-1486 Expand all messages button doesn't work in Firefox.
Bug DEV-1487 Feedback forms incorrectly sent to CC users.
Bug DEV-1497 Can't order by brand on user grid.
Bug DEV-1503 User organisation name merge field doesn't work.
Bug DEV-1521 Issues with closing inactive tickets when several hundred tickets open at once.
Bug DEV-1537 Merge fields do not work in the macro add note action.
Bug DEV-1539 Filter last replier condition can throw an exception in some rare situations.
Bug DEV-1549 Remember me not working when using 2FA.
Bug DEV-1555 Unable to order by name on operator grid.