SupportPal Docs

2.3.1

Release Details

Release Date 15th May 2018
Release Type Stable - Minor

Notable Changes

  • Blesta integration and plugin - We've released an plugin for connecting SupportPal with the Blesta billing system.
  • Self-service improvements
    • Internal types - It's now possible to create internal only types, ideal for setting up internal documentation or other self-service help items for operators only.
    • External link types - Types can now be set to be an external link instead of articles, making it easy to link to a separate portal from the help desk without having to modify the template.
    • Custom published date/time - A custom published date can now be set on articles, perfect for when you set up an article as a draft ahead of when you need to publish it.
    • Clone existing articles - If your articles have similar content, it'll save time to use the new clone option which will pre-fill the create form with the content of an existing article.
    • Article ordering for type - The article ordering can be defined for each type: alphabetical, most popular, most recent or random.
    • Pin articles in list type - If you are using the list view type, you'll now be able to pin articles to the top of the list. Ideal for important announcements.
  • Improved branding options - A colour can now be defined for each brand, and a colour scheme based on that is set through the system. Making it easier to brand the help desk with less knowledge of editing the template required.
  • Ticket attachment previews - A preview of audio, image, PDF and video attachments is now visible in the browser without needing to download the file first.
  • Social login options - Your users can now login with their Facebook, Google, Steam and Twitter accounts, removing the need to remember their password. The providers need to configured before being available as options to your users.
  • Improved Captcha options - It's now possible to configure reCAPTCHA v2 and invisible reCAPTCHA for use throughout the system.
  • Reports - Several new reports have been added, including tickets by tag and several for measuring how busy the help desk is.

Resource Changes

Changelog

Type Issue Description
Feature DEV-349 Social login options for users.
Feature DEV-469 Added reports for measuring the busiest department, time of day, day of week and month.
Feature DEV-816 Added support for reCAPTCHA v2 and invisible reCAPTCHA.
Feature DEV-1111 Allow changing the brand of ticket.
Feature DEV-1140 Added previews for ticket attachments for certain file types.
Feature DEV-1155 Added support for internal (operator-only) self-service types.
Feature DEV-1744 A brand colour can be set which applies a colour scheme based on it throughout the system.
Feature DEV-1754 Can now clone an existing self-service article as the basis of a new article.
Feature DEV-1807 Added option to create an external link as a self-service type.
Feature DEV-1829 Added option to pin a self-service article to the top of list view types.
Feature DEV-1865 Added report for tickets by tag.
Feature DEV-1879 Added option to export all data belonging to a single user.
Feature DEV-1882 Added option to automatically prune inactive data, logs and files after a number of days.
Improvement DEV-1297 Now show an option to resend confirmation email on attempted login when still unconfirmed.
Improvement DEV-1323 Can now download raw emails from the system in a format that can be directly imported in to email clients.
Improvement DEV-1336 Improved the failed to send email handling so it allows to retry after 5 failed attempts.
Improvement DEV-1339 Can now re-process incoming emails that were rejected initially.
Improvement DEV-1462 Can now set a custom published date/time on self-service articles.
Improvement DEV-1596 Can now set a custom slug on self-service articles, categories, tags and types.
Improvement DEV-1609 Can now set a default ordering strategy for articles in a type.
Improvement DEV-1678 A custom URL can be set for the frontend logo.
Improvement DEV-1739 Macros can now be set to be limited to certain operator groups or private to a single person.
Improvement DEV-1739 Added article rating, searching and comment rating to the API.
Improvement DEV-1793 Ticket drafts now save attachments along with the text.
Improvement DEV-1804 Added option to select who to email when using the add reply/note action.
Improvement DEV-1806 Improved license validation process after license is re-issued at client area and ready to use again.
Improvement DEV-1808 Added a configuration option to disable the timeago library and show fully formatted times in the system.
Improvement DEV-1809 Added a configuration option to allow showing more articles in a category preview (currently limited to 3).
Improvement DEV-1817 Added an option to filter by 'registered users only' on the articles grid.
Improvement DEV-1819 Added a message option to print an individual reply only.
Improvement DEV-1820 The 'enable SSL' option can now be set per brand.
Improvement DEV-1824 A warning is now shown when navigating away from ticket where a time tracking timer is active.
Improvement DEV-1825 Added user organisations to the operator panel search.
Improvement DEV-1831 Added pagination to the self-service category view.
Improvement DEV-1833 Improved article category hierarchy in the breadcrumb.
Improvement DEV-1837 Improved self-service categories list in the sidebar.
Improvement DEV-1844 Added HTTP methods to the install and upgrade requirements.
Improvement DEV-1847 An operator replying to their own internal ticket now acts as if they were replying like a normal user.
Improvement DEV-1848 The ticket number format now has a stricter set of allowed characters only.
Improvement DEV-1852 The ticket grid footer now sticks to the bottom of the screen.
Improvement DEV-1855 Checkbox, checklist and multiple options custom fields can now be set to be required.
Improvement DEV-1880 Improved 'right to erasure' in ensuring personal data is removed when a user is deleted.
Improvement DEV-1884 Visiting the operator URL for an old (and since merged) ticket will now automatically redirect to the newly merged ticket.
Improvement DEV-1873 The 'send email to user group' action now emails all users separately.
Bug DEV-1425 Now logs emails that have no 'From:' email header rather than just dropping it.
Bug DEV-1717 Fixed some HTML getting dropped in certain multipart/mixed emails.
Bug DEV-1760 Fixed issue where articles become hidden from system when only assigned type is deleted.
Bug DEV-1799 No longer possible for user to change their email when logging via SSO.
Bug DEV-1810 Updated htmlpurifier library that would error when parsing certain strings in PHP 7.2.
Bug DEV-1811 Fixed JS error when posting a note on a Twitter ticket.
Bug DEV-1813 License information is now fully cleared before calling the licensing server.
Bug DEV-1815 Fixed error shown when trying to fetch permissions through the API with an ordering column set.
Bug DEV-1816 Fixed error shown when trying to fetch tickets through the API with an ordering direction set.
Bug DEV-1821 Updating a user no longer wipes the existing user groups attached.
Bug DEV-1826 Fixed self-service categories being hidden when they have no articles despite their children having articles.
Bug DEV-1827 The system will no longer try to use TLS for connecting mail server if available when the encryption is set to 'None'.
Bug DEV-1828 The list of TO recipients for operators will no longer include operators from other brands that shouldn't receive the email.
Bug DEV-1831 Fixed popular and latest article sections incorrectly showing outdated items due to cache.
Bug DEV-1836 Fixed self-service types cache not clearing when re-ordered.
Bug DEV-1839 Removed 'return-path' as a destination header searched when processing an email.
Bug DEV-1842 Fixed incorrect FROM email address used when sending ticket locked notification to a user email reply.
Bug DEV-1845 Linked tickets now only display tickets that the operator is able to view.
Bug DEV-1853 Fixed copy link message option not working after editing the message.
Bug DEV-1853 Fixed issue preventing attachments with a slash in the filename from being downloadable.
Bug DEV-1853 Fixed issue with ticket message 'contains' condition on MySQL 5.6+ not working well with small words or stopwords.
Bug DEV-1859 Fixed error shown by reports dashboard if using the MySQL client driver.
Bug DEV-1859 Fixed error with installation if any of the MySQL details contains a quote.
Bug DEV-1867 Fixed issue with filtering by custom field values in reports.
Bug DEV-1868 Fixed timezone issues when viewing and filtering reports.
Bug DEV-1869 The 'font' element is no longer completely removed from HTML emails.
Bug DEV-1871 Fixed duplicate showing when filtering reports with certain conditions.
Bug DEV-1873 Fixed not being able to forward by department email addresses when a department email is not set on the ticket.
Bug DEV-1889 Fixed cases where the email is sometimes routed to the wrong department because of the 'Delivered-To' email header.
Bug DEV-1890 Fixed issues with using fulltext search special characters in the ticket message 'contains' action.
Bug DEV-1892 Fixed IP address not properly logged in activity log on some actions.
Bug DEV-1900 Pausing due time doesn't remove existing scheduled escalation rules.