SupportPal Docs

2.3.0

Release Details

Release Date 5th January 2018
Release Type Stable - Major

Important Notes

Please read Upgrading to 2.3 from 2.2 for important changes in this release.

Notable Changes

  • PHP 7.1 and PHP 7.2 support - SupportPal now supports the current stable versions of PHP, requiring ionCube v10 (minimum v10.1 for PHP 7.2) loaders to be installed.
  • Forward tickets to third-parties - Whole or part of a ticket, or just a specific message, can now be forwarded directly from the help desk to third-parties. The email can be sent from the department email address or from the operator's own email address (to make the email seem more personal), and the subject and message contents can be edited as needed too. The forward is logged within the ticket and makes it easier to track for all operators.
  • Link tickets together - Tickets can now be linked together making it easier to view related tickets. Split tickets are now linked automatically, and a new option to create a new linked ticket based off a specific message has been added.
  • All ticket users kept in the loop - If a ticket has CC email addresses, any reply by one of the users (be it the main ticket user or one of the CC users) will email an update to the other users to keep them up to date with what is happening from both sides.
  • Dependent custom fields - Custom fields can now depend on another custom field (options type only), displaying only if a specific value is selected.
  • Custom field regex validation - Text-based custom field types can now be validated with regex, with the ability to define a custom error message to be shown if the regex does not pass.
  • Ticket, user and user organisation custom field conditions - Custom fields can now be used as conditions in the feedback forms, filtering, macros and SLA plans.
  • Improved warnings when deleting records - The system now displays improved warnings of what may happen when you delete a record that may trigger the deletion of additional data. For significant (and uncommon to delete) records, such as departments, you will need to check a list of what else will also be deleted before you can complete the deletion.

Resource Changes

Changelog

Type Issue Description
Feature DEV-32 Custom fields can now depend on other custom fields and only show when a certain value has been selected.
Feature DEV-322 Any reply by one of the users on a ticket with CC email addresses will now email an update to the other users.
Feature DEV-720 Ticket, user and user organisation custom field conditions can now be used in feedback forms, filtering, macros and SLA plans.
Feature DEV-811 Text-based custom fields can now have regex validation and a specified error message shown if the regex doesn't pass.
Feature DEV-1166 Tickets can now be linked to other tickets.
Feature DEV-1519 A new linked ticket can now be created from an existing ticket message.
Feature DEV-1635 Ability to forward ticket content to a third-party.
Feature DEV-1704 Added an option to notify users when the registered users only setting is enabled and their email was rejected.
Feature DEV-1719 PHP 7.1 and PHP 7.2 support.
Feature DEV-1759 API: Tickets can now be filtered by custom field value.
Feature DEV-1763 API: Installed languages can now be fetched.
Feature DEV-1781 Added support for MariaDB 10.2.
Feature DEV-1783 Added consume all option for remote email piping.
Feature DEV-1789 Added ticket CC conditions and actions for feedback forms, filtering, follow ups, macros and SLA plans.
Feature DEV-1794 Added option to fetch a permalink for a specific ticket message.
Improvement DEV-835 Custom field options can now be re-ordered.
Improvement DEV-1423 Feedback form field types can no longer be changed once feedback has been recorded.
Improvement DEV-1424 A warning is now shown when editing a custom field with options that currently has values in the database already.
Improvement DEV-1472 Attachments are now shown for email queue items and can be deleted.
Improvement DEV-1677 The frontend ticket grid can now be ordered by status.
Improvement DEV-1684 Added a 'check all' option for form sections with multiple checkboxes.
Improvement DEV-1688 Improved warnings when deleting one or multiple records in the system.
Improvement DEV-1732 New languages added to the file system are now disabled by default and need to be enabled.
Improvement DEV-1734 Automatic macros with delete & block or lock actions now handle new ticket email notifications better.
Improvement DEV-1745 Follow up, macro and SLA plan actions can now be re-ordered.
Improvement DEV-1748 Updated pikaday (date picker) so it works better in touch screen browsers.
Improvement DEV-1762 API: Added option to create a ticket on behalf of user as operator.
Improvement DEV-1766 API: Added option to filter ticket messages by message type.
Improvement DEV-1768 API: Ticket message fetching must now include ticket_id.
Improvement DEV-1771 Shows 'not set' for user organisations without language, country or timezone set.
Improvement DEV-1774 Ticket frontend links for old tickets before being merged now point to the new merged ticket.
Improvement DEV-1776 Twitter channel can now handle and post 280 character messages.
Improvement DEV-1778 The 'social_id' column on the ticket message table has been indexed to speed up look ups.
Improvement DEV-1779 The user organisation grid now makes use of the condition system for filtering.
Improvement DEV-1780 The time tracking plugin now shows how many entries there are on loading the ticket and polling updates.
Improvement DEV-1797 Now skips the select a department step on the frontend when submitting a ticket if only one department is available.
Improvement DEV-1800 Facebook channel updated to support strict mode for redirect URIs.
Bug DEV-1572 Fixed invalid validation on database details not allowing '@' in the user field.
Bug DEV-1697 Fixed deleting a user from the manage users grid not recording in the system activity log under certain circumstances.
Bug DEV-1733 Fixed automatic macros with ticket message contains condition not working on new tickets with MySQL 5.6+.
Bug DEV-1736 Fixed being unable to open 'filter results' and 'adjust columns' on certain grid pages.
Bug DEV-1737 Fixed the 'from' email command being ignored for new users when registered users only setting is enabled.
Bug DEV-1738 Improved handling of unicode whitespace characters in email commands.
Bug DEV-1743 Fixed custom fields options being missing after a validation error when creating a new custom field.
Bug DEV-1746 Fixed the 'assign' email command not working in some cases.
Bug DEV-1747 Fixed the reply above line being included in batched emails despite the disable user email replies setting being enabled.
Bug DEV-1749 Fixed invalid URLs being generated in emails when using IIS in some cases.
Bug DEV-1750 Fixed being unable to delete a brand in some cases.
Bug DEV-1751 Fixed not being able to remove operators from operator group edit form.
Bug DEV-1755 Fixed incorrect variables in some email templates.
Bug DEV-1756 Fixed not being able to attach files to notes.
Bug DEV-1761 Removed unnecessary minimum requirement of MariaDB 10.0.0.
Bug DEV-1764 Fixed case-sensitive string comparison resulting in blank messages on some emails.
Bug DEV-1767 Fixed incorrect filtering of tickets under certain conditions.
Bug DEV-1769 Fixed cache not being cleared after creating an operator via LDAP accounts.
Bug DEV-1772 Fixed being unable to unset checkbox type custom fields once set.
Bug DEV-1773 Fixed SQL error stopping activity log entry added when assigning operators to tickets on the ticket grid.
Bug DEV-1775 Fixed plugin and widget routes not working when include locale in URI setting is disabled.
Bug DEV-1777 Fixed fatal error if a macro tries to automatically delete a Twitter or Facebook ticket being imported.
Bug DEV-1782 Fixed Javascript error showing on the department create/edit page under certain circumstances.
Bug DEV-1784 No longer can create ticket tags in the ticket view without the manage tags permission.
Bug DEV-1786 Fixed large embedded images crashing the email parser.
Bug DEV-1790 Fixed Javascript error when cancelling mass reply with attachments.
Bug DEV-1791 Fixed being unable to install when innodb_large_prefix=1 is set.
Bug DEV-1796 Fixed HTML entities showing when showing user notes in ticket view.
Bug DEV-1802 Fixed operators not assigned to ticket brand being notified about ticket updates in some cases.
Bug DEV-1803 Fixed Javascript error on create/edit user form when organisations disabled.