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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.