2.4.0

Release Details

Important Notes

Please read Upgrading to 2.4 from 2.3 for important changes in this release.

Notable Changes

• Single download - With use of ionCube's new batching option, we are now able to deliver a single version of the script which works on several PHP versions.
• New minimum server requirements - Following an upgrade to the underlying framework in SupportPal, the minimum requirements have been increased. Please refer to the upgrade guide for more information.
• Macro improvements
  • New hook points - A new class of macros named 'hook macros' have been added that automatically run on ticket events, such as when a status of a ticket changes or a new reply is added. Previously it could only be automatically ran when a ticket is opened.
  • Run more than once - An automatic macro can now run more than once, at most once an hour. Existing macros will be set to be limited to one run only, but this can be modified and set to a higher number or unlimited.
  • Run automatically only within a schedule - Automatic and hook macros can be set to only run within certain schedules, for example if you only need it to apply during business hours.
  • Webhook action - A new action has been added that allows sending data to an external service, with a GET, PUT or POST request. Also applies to follow ups and SLA escalation rules.
• Injecting HTML via plugins - Plugins can now inject their own custom HTML through view hooks or completely replace views. See Plugin Development: Extending Templates for more information
• Watch tickets - A new option to watch tickets is available that means you'll receive operator notifications (when set to be sent) for those tickets regardless if your personal ticket email notifications are disabled or if only other operators are assigned to the ticket.
• Multiple sessions for operators - Previously operators could only be logged in with one device at a time, however we have now changed this so multiple sessions work concurrently by default. To retain the old functionality, please review the Session Configuration and update as necessary.

Resource Changes

• Language file changes (from 2.3.1)
• Frontend template changes (from 2.3.1)
• Operator template changes (from 2.3.1)

Important Template Changes

The frontend new ticket form step 1 and step 2 templates (ticket/forms/newticket_step1.twig and ticket/forms/newticket_step2.twig) have been switched around and updated, please ensure to update your custom templates accordingly.

The error views have moved location to be within the frontend and operator templates. You will need to add these views if you have a custom frontend and/or operator template.

Changelog