Incodev AG - Recent News

Aktuelle Ticket Version

Wed, 17 Jun 2020 06:41:00 GMT

Die Incodev AG arbeitet aktuell mit SmarterTrack Enterprise 11.3.

Weitere Informationen diesbezüglich finden Sie unter folgendem Link:

https://www.smartertools.com/smartertrack/help-desk-software

Update Ticketsystem von der Version 9.5 auf 10.5

Sun, 08 Feb 2015 08:43:00 GMT

Am Wochenende 08.02.2015 wurde unser Portal www.incodevsupport.ch von der Version 9.5 auf die neuste Version 10.5 aktualisiert. Die Version 4.0 haben wir seit Juni 2009 im Einsatz.

Die folgenden Modifikation wurden implementiert:

Version 10.5.5515 (2015-02-06)

ADDED: Custom fields setting page now shows the default value in the grid.
EFFICIENCY: Background processes will now use fewer database calls.
EFFICIENCY: Thread statuses are no longer stored and repeatedly updated in the database.
EFFICIENCY: Ticket idle events will no longer process if an action is not configured for the event.
FIXED: A potential app crash for issues connecting to external providers.
FIXED: Agent selection dropdown box in call logs will no longer be filled with duplicate entries.
FIXED: Changing groups in call logs will keep the same agent selected if the agent exists in both groups.
FIXED: Custom field dialog in settings will now show the correct default options when editing an existing field.
FIXED: Custom fields will now be properly filled out after postbacks.
FIXED: Display of RSS feeds with images is more consistent.
FIXED: Inbound spool will no longer stall if an exception happens while importing.
FIXED: National characters from various locales now get properly converted to their ASCII equivalent in Knowledge Base and News URLs.
FIXED: On session timeout or IIS Reset, tickets and chat grids will no longer lose their filters.
FIXED: RSS feed temporary files will now be stored in the proper folder, allowing for correct caching.
FIXED: Spool will now operate properly on Turkish installs of Windows.
FIXED: Ticket searches will now search in the ticket comments.
FIXED: When a POP account is set up through SSL, a slow connection will no longer cause high CPU usage on the application pool.

Version 10.4.5451 (2014-12-04)

FIXED: An error will no longer occur for live chat advanced searches when the end date in the Date Range is left empty.
FIXED: Custom fields will no longer disappear on call logs after save or after changing departments.
FIXED: Editor resize issues when switching tabs have been resolved.
FIXED: Indexing will now execute more efficiently on databases that are under heavy load.
SECURITY: Fixed an XSS issue related to live chat.

Version 10.4.5442 (2014-11-25)

ADDED: AddMessageToTicketFromUser Web service to svcTickets.asmx that performs the same function as AddMessageToTicket but allows a user to be specified.
ADDED: Custom Fields Default Values can now use Translatable strings.
ADDED: SEO friendly URLs now support more international character conversions.
ADDED: Template Field Display Names can now use Translatable strings.
EFFICIENCY: Performance of Searching in MySQL greatly increased.
FIXED: Button to transfer a ticket will now work properly when the ticket interface was opened from a direct link.
FIXED: Calls to SetTicketCustomFields Web service for date/time fields will now function properly.
FIXED: Changing custom fields in call logs will no longer fail to load if the 'Block chats while composing call logs' setting is enabled.
FIXED: Custom Fields bar now properly shows display names.
FIXED: Date picker will now properly handle formats from various locales.
FIXED: Events with an action of ‘Send Canned Reply’ will now be sent correctly.
FIXED: Forgot password email will now be sent from the proper brand.
FIXED: Forwarded messages will now be sent from proper department email.
FIXED: HTML Editor now resizes properly on fast vertical resizes.
FIXED: Licensing page's Buy Now link now goes to proper location.
FIXED: Plain text emails sent by CreateTicket Web service will now appear properly.
FIXED: Resend Email functionality will now function properly.
FIXED: The database upgrade process will no longer stall on certain installations.
FIXED: The dropdown for departments in Call Logs will now only load departments for the set brand.
FIXED: Ticket messages composed in Right-to-Left languages will now get stored and emailed as such.
FIXED: User Details page will no longer show duplicate tickets.
FIXED: Who's On chat invitation now correctly translates the Name and Email field names when a better suited language pack is available for a visitor.
SECURITY: Resolved a security issue related to the community.

Version 10.4.5423 (2014-11-06)

FIXED: 'New' button in tickets works as expected in Safari.
FIXED: Email reports now send properly.
FIXED: Uploading attachments now works as expected.
FIXED: Users can now be deleted if the database collation was setup as case sensitive.
SECURITY: A vulnerability related to file creation was resolved.

Version 10.3.5416 (2014-10-30)

EFFICIENCY: Fewer files are loaded on application startup.
FIXED: A bug that would prevent certain users from seeing search results has been resolved.
FIXED: CreateTicket API now properly sends emails in plain text.
FIXED: Drop down list items in custom fields with the same information are now ignored.
FIXED: Hourly reports now show for when a single date is selected.
FIXED: Upgrade process will now properly ignore tables that can't be dropped.

Version 10.3.5410 (2014-10-24)

EFFICIENCY: Minor performance improvements.
FIXED: Attachments now send properly for both newly created tickets as well as forwarding a ticket with existing attachments.

Version 10.3.5409 (2014-10-23)

ADDED: Agent Display Name now shows as a variable for survey events.
ADDED: Avatar URL is now returned in GetUserProperties web service call.
CHANGED: Advanced Search page no longer has a ‘Subject’ field, since the ‘Search String’ field also searches in the subject.
CHANGED: History tab for Tickets, Call Logs, Chat and Tasks rearranged for easier viewing.
CHANGED: Search index tables for comments were combined into primary search index tables.
CHANGED: Search indexing now starts after a short delay, in order to avoid the initial CPU pop right after IISReset.
CHANGED: When downloading all ticket attachments, the .zip file is now stored in the Temp folder so that it will be automatically deleted during the cleanup process.
EFFICIENCY: New indexes were added that increase performance for some installations.
EFFICIENCY: Search indexing is now faster and uses less network bandwidth overall.
EFFICIENCY: Search results will no longer auto-refresh every 30 seconds.
EFFICIENCY: Searching is substantially faster in some cases.
FIXED: Advanced Search has been improved to better locate items that have a mix of letters and numbers, such as “xxx111” or similar format. In order to accomplish this, the indexes for each section will start to be automatically recalculated in a background thread after upgrading to this version. The results of which may take some time depending on the size of the database.
FIXED: An issue that required clicking 'Post Comment' twice in Firefox.
FIXED: An issue where an extra period could be inserted into links within emails during the sending process.
FIXED: Auto-responders now send as expected.
FIXED: Capitalization in some queries was causing them to not work on databases with case sensitive collation.
FIXED: Carriage returns in custom fields within signatures would break the editor when replying to a ticket.
FIXED: Custom Fields now properly scroll in call logs.
FIXED: Emails sent to a department address would remove the address resulting in an email with no ‘To’ address that sits in the spool without being sent.
FIXED: Forwarding a ticket now properly includes attachments.
FIXED: Generating Who's On scripts in the Settings section was including extra quotes around the source URL.
FIXED: Image placeholders no longer show incorrectly when images not present.
FIXED: In Internet Explorer, multiline comments now display correctly when editing them.
FIXED: In Safari browsers, the cursor within the HTML editor could relocate to the top, left corner when pressing Return.
FIXED: KB and News articles that contain embedded images served from SmarterTrack will be automatically converted to their secure version.
FIXED: Search indexing now takes into account participants.
FIXED: Search indexing will no longer stall on orphaned tickets that do not contain ticket messages.
FIXED: Searching now takes into account weights for subjects.
FIXED: Survey Link Text now displays as expected.
FIXED: Surveys are now also sent when a ticket status is changed to Closed and Locked.
FIXED: The editor no longer breaks when attempting to reply to a thread without any content.
FIXED: The maximum frequency setting for an event's action could cause the event to not fire every time it was supposed to.
FIXED: The order in which Advanced Search results were displayed was being overridden by the sorting order applied to the grid. Results are now displayed in order of the best result listed first.

Version 10.2.5374 (2014-09-19)

ADDED: Entering a number while searching in the Knowledge Base section of the Portal will now redirect the user directly to a Knowledge Base article if the number searched matches an article's ID.
ADDED: The Send Email action on survey events now includes two new variables for including the agent's email address and the results of the survey.
ADDED: The text area for Comments within the Community will now dynamically resize as a user types within them.
ADDED: Users who are linked to the My Settings section of the Portal will be prompted with the login modal if they are not already logged in.
CHANGED: Changing a Community thread's status now requires the user to have the Community role permission 'Change Status.'
CHANGED: Changing a Community thread's type requires the user to be the creator or have the Community role permission 'Edit.'
CHANGED: Marking a Community thread's reply as the answer now requires the user to be the creator or have the Community role permission 'Moderate.'
FIXED: An issue that could cause the Communicator to stop working on load or reload.
FIXED: An issue that could cause the User Detail's ticket tab to show duplicate tickets.
FIXED: Call logs were not converting time to local time within the header.
FIXED: Editing a Community comment in Firefox could cause the comment's line breaks to disappear.
FIXED: Editing a reply in the Community would cause some links and buttons to stop functioning.
FIXED: Embedded videos from YouTube, Metacafe, and Vimeo will no longer be removed when posting in the Community.
FIXED: New Comment notifications will no longer double encode the subject.
FIXED: Survey questions with multiple answers were only saving the last answer marked.
FIXED: The Answer label and Mark As Answer links were not showing for Question type threads in the Community.
FIXED: The dropbox associated with the Time of Day condition in events was not displaying its saved value correctly when the event was re-opened for editing.
FIXED: The right-click context menu was missing from the Categories grid in Brand settings.
FIXED: The Subscribe button will now show a login modal if clicked while not logged in.
FIXED: Ticket signatures were not being removed from the editor when the ticket was marked as incoming.

Version 10.2.5364 (2014-09-08)

ADDED: A Ticket Duration event type has been added for tickets.
ADDED: Ability to mark all Community threads as read.
ADDED: Ability to reset email templates to their default state.
ADDED: Back to Community Threads link now appears on threads.
ADDED: Comments on a Community post will now generate an email informing the poster about the comment.
ADDED: Community activity digest for subscribed posts, with a customizable template.
ADDED: Community Categories may now be limited to a specific role. The Category and threads within will only be visible to users who have the assigned role.
ADDED: Email Templates now operate off of a Master Template that can be set to control the outer HTML appearance of emails sent from SmarterTrack.
ADDED: Emails generated from Community thread subscriptions will now be sent as an hourly digest that informs the user of changes to all threads they are subscribed to.
ADDED: Events may now be enabled/disabled on a per event basis.
ADDED: Events may now be enabled/disabled.
ADDED: New email template for Community Comment Notification.
ADDED: Registration can now be set to use an external registration provider.
ADDED: Revisiting a Community thread will now highlight and bold the posts and comments that are new since the thread was last viewed.
ADDED: Setting under 'My Settings' in the Portal to enable or disable email notifications from the Community.
ADDED: Subscriber count now shown at the top of each thread.
ADDED: The ability to resend an email from the ticket conversation view.
ADDED: The alerts section of the Portal will now have an alert for users who have not uploaded or selected an avatar.
ADDED: The login popup now includes a button to register a new account.
ADDED: Unread and Subscribed view in Community.
ADDED: Unread item indicators on Community threads.
ADDED: Users who have not verified their email will now see an alert in the alerts section of the Portal.
ADDED: Users who participate in a Community thread will now automatically be subscribed to the thread.
CHANGED: A display name is now required in the 'My Settings' area.
CHANGED: All default email templates have been refined to be clearer.
CHANGED: Avatar approval now starts off approved. The Approve All button has been removed.
CHANGED: Categories are now presented as radio buttons when creating or editing a Community thread. Only one Category may be assigned to a thread.
CHANGED: Category tags will now appear in gray; normal tags will still be shown in blue.
CHANGED: Cloning an agent will now also copy agent-in-group settings.
CHANGED: Community now remembers your last search parameters for a short while and starts there when you navigate back to the Community.
CHANGED: Display of Community page restyled for better legibility.
CHANGED: Display of last replies in the Community thread list adjusted to give more information.
CHANGED: Font sizing changed in the header of the Community to make it easier to read.
CHANGED: For Community moderators, the Post Reply button now includes the ability to change a thread's status when replying.
CHANGED: If Categories are available, the user will be required to select a Category before creating a Community thread.
CHANGED: More/Less button in editor now saves state in the browser.
CHANGED: New community threads will now be given an automatic vote by the creator.
CHANGED: Non-employee users will always have the ability to change their display name in the user settings section of the Portal.
CHANGED: Recurring tasks are now editable.
CHANGED: Replies to a thread are now shown in chronological order instead of sorting by number of votes.
CHANGED: Several elements of the Portal and Community have had their styling improved.
CHANGED: Styling has been improved on the Community's search results page and now includes more results per page.
CHANGED: Surveys will only be sent for closed tickets if at least one incoming message is present.
CHANGED: The comment portion of a Community thread no longer requires clicking a link to open the text area.
CHANGED: The Feedback Moderation page has been adjusted slightly for simplicity and efficiency.
CHANGED: The initial Status of Community threads with the Problem type has been changed from Reported to Submitted.
CHANGED: The tag signifying a post was reported for moderation has been changed from 'Moderate' to 'Reported'.
CHANGED: Viewing a survey in the portal now shows in a modal window.
CHANGED: Voting for Replies on a Community thread has been changed to be a 'thumbs-up' or not, rather than voting up, down or not at all.
EFFICIENCY: Additional caching and indexing has been added to increase overall efficiency.
EFFICIENCY: The deletion process for departments is now done on a background thread so that it will no longer timeout for large departments.
FIXED: Attempting to take actions that require a user to be logged in will show the login modal.
FIXED: Auto-login on the Portal was not logging in correctly.
FIXED: Better error validation when creating and editing threads.
FIXED: Canned replies that include images now get linked properly in ticket replies sent through email.
FIXED: Community posts can now be opened in new tabs and treated like any other link.
FIXED: Deleting a brand would fail if Community Tags were set up for that brand.
FIXED: Editing a survey in the Management Interface was not always opening the correct survey.
FIXED: Error messages returned by the registration external provider will now be passed back to the user.
FIXED: Having the Current Referrer column visible in Who's On would cause the grid to fail to load.
FIXED: HTML Title being set properly on Community Posts.
FIXED: Incorrect encoding type in an email's header will no longer cause the email to fail to import.
FIXED: Large strings of characters could overlap into the right pane area of the Community.
FIXED: Logging out after replying to a thread in the Community could appear to not log the user out.
FIXED: Registering with an already registered email will now display a proper error message.
FIXED: Reminder for tasks that are attached to a related item will now trigger for the owner of the item.
FIXED: Selecting an item from the Community Moderation results list will now automatically scroll the page to the reported item.
FIXED: Send Verification Email button corrected on the My Settings page of the portal.
FIXED: The #body# variable for Ticket Created events was not being filled out properly for tickets that were created through the Portal.
FIXED: The comment area in the Management Interface now properly wraps text in IE 11.
FIXED: The link for the mobile interface no longer appears for non-Enterprise licenses.
FIXED: The live chat script generator did generate the link correctly for additional brands.
FIXED: The News section's pager would not show an index for pages with less than ten items.
FIXED: The popup to resend a message on a ticket could fail to close after sending the message.
FIXED: The Votes tab on the Community search results page now sub-sorts by date.
FIXED: Ticket Message Received events that use the Acting Agent as a condition would not trigger.
FIXED: Trend reports grouped by day or month were not being displayed in chronological order.
FIXED: User display names may no longer contain an @ sign. Any that are already set up that way will stop displaying at the @ sign to prevent revealing email addresses.
FIXED: User spellcheck dictionaries now properly save and persist after upgrade.
FIXED: When attempting to create a new thread, an error message for a missing required field will no longer cause the Category and Tags to be lost.
FIXED: When connected to an external provider for registration, SmarterTrack will still require email verification, even if the login provider is set to treat existing users as verified.
FIXED: While submitting a ticket in the Portal, using a browser's forward and backward functionality no longer causes custom fields to disappear.
FIXED: Who's On script generator altered to allow invites to work in Google Chrome.
Version 10.1.5318 (2014-07-24)

ADDED: Brands may now set the default Portal's Chat Link to the style and behavior defined in the Chat Links settings area.
CHANGED: Surveys will now attempt to use the Survey Link Text setting for survey links in emails as well as signatures. If not set, the link text will use the global string for survey links.
FIXED: An issue where an SMTP connection could not be made to GMail's servers.
FIXED: Chat Links will load the departments specified regardless of which Brand's domain they connect with.
FIXED: Forwarding a ticket message would duplicate attachments.
FIXED: Pop-up windows would shrink and refuse to resize in Firefox version 31.0.
FIXED: Retrying a message in the Spool would not work if the message was in the failed status.
FIXED: The live chat pop-up was not focusing on the first field correctly.

Version 10.1.5308 (2014-07-14)

FIXED: Admins were unable to make agents inactive if they were the last active agent for live chat and had the warning notification enabled.
FIXED: Advanced search would not complete for installs that used the 'Dropdown list with Textbox' custom field.
FIXED: Communicator calls will now no longer record if disabled in Brand settings.
FIXED: Departments could show an error that prevented saving when the POP email address was blank.
FIXED: Emails in the Outgoing Spool that failed to send because of a failed connection to the SMTP server may now be resent at any time through the Management Interface.
FIXED: For installs using a single Brand, the ticket window would break when adding a ticket to an existing item.
FIXED: Forwarding a message would result in duplicating the message.
FIXED: In the event that a linked page is no longer available the user will be redirected to the homepage with an error message informing them that the page is no longer available.
FIXED: Removed the back button on the pre-chat page that would show when a department was automatically selected because it was the only one available.
FIXED: The #body# variable now works for Ticket Comment Added event types.
FIXED: The custom field 'Dropdown with Textbox' now follows required field rules for agents and customers.
FIXED: The custom field 'Dropdown with Textbox' now shows the dropdown portion for chats.
FIXED: The log files for SMTP now make a clearer association between the .eml file and the session ID.
FIXED: The notification for setting the last active agent in live chat to inactive has been made clearer for administrators performing the action.
FIXED: The role and user settings pages will no longer fail to load if the description field for a role is null.
FIXED: User Dashboard would report an agent as active in a chat group when the group's department had chat disabled.

Version 10.1.5283 (2014-06-19)

FIXED: An issue where Follow-ups set to be automatically assigned were staying with the agent who created the follow-up even when they were set to not have tickets automatically distributed to them.
FIXED: The #body# variable was not being filled out for ticket messages imported via POP.
FIXED: Web interface will no longer fail to switch tabs on Internet Explorer 9.

Version 10.1.5277 (2014-06-12)

ADDED: Creating a ticket from a Community post now pops up the ticket in a new window.
ADDED: Ticket creation events may now use the #body# variable to insert the body of a ticket.
EFFICIENCY: The surveys page now loads results faster, especially for installs with a large amount of surveys.
FIXED: An issue with calculating Live Chat timing reports has been corrected.
FIXED: An issue with calculating ticket timings according to business hours has been fixed.
FIXED: Attaching a file with a comma in the file name will no longer fail to upload.
FIXED: Cases where POP importing could fail for mailboxes with a large number of emails.
FIXED: Cases where SMTP would stop working if a message was deleted from the outgoing spool.
FIXED: Cases where the Transfer Ticket window would error if Ticket Settings were set for multiple servers and only one was in use.
FIXED: Community subscription emails will now correctly quote the subject of the Community post in the email.
FIXED: Creating a ticket from a Community post now correctly adds that message to the ticket's message count.
FIXED: Forwarding or quoting a message included the message twice.
FIXED: New tickets created as incoming will now show the signature in the editor.
FIXED: Social Network links will no longer include 'www.smartertools.com' in the query string to the network provider.
FIXED: Spell check now functions properly in Internet Explorer 8.
FIXED: The custom field 'Dropdown with a text box' now includes the dropdown portion. Was previously only including the text box.
FIXED: The email address for administrator notifications may no longer be set to a department's email address.
FIXED: The formatting for the From address on Community subscription email has been corrected.
FIXED: The Live Chat tab on the Portal will no longer show if none of the brand's departments have Live Chat enabled.
FIXED: The Live Chat tab will no longer appear on the Portal if Live Chat has been disabled.
FIXED: The Master Category Tag list will now immediately show new tags that have been added for items that use them.
Version 10.1.5241 (2014-05-08)

ADDED: The department name for a ticket will now be displayed in the heading when viewing a ticket in the Portal.
EFFICIENCY: Loading time for the ticket page in the Portal has been significantly reduced.
FIXED: A rare issue where malformed HTML in an incoming ticket message would cause the action buttons on the page to no longer function.
FIXED: A rare issue where malformed HTML in an incoming ticket would cause the Portal's ticket page to lose formatting.
FIXED: An issue where a customer could end a chat after it was already ended and cause the duration to be reported incorrectly.
FIXED: Inactive chats were not loading agent names in the transcript if the chat was transferred to another agent.
FIXED: The News section link on the Portal would be hidden if none of the articles were set to 'All Brands.'
FIXED: The quick search bar for tickets in the Management Interface could fail to perform the search.

Version 10.1.5227 (2014-04-24)

ADDED: A page informing the user that Live Chat is closed on the final step of starting a live chat if they started the process when it was available but clicked the final submit when chat was unavailable.
ADDED: Agents may now forward a message from tickets of which they do not have ownership.
EFFICIENCY: Ticket searches by email are now performed significantly faster.
FIXED: A missing language string on the ticket settings page.
FIXED: An issue that could prevent a Community thread from loading.
FIXED: An issue that could prevent accounts from loading in the Communicator.
FIXED: Call logs would refuse to save when custom field values are missing even though they should not have been required.
FIXED: Choosing not to display the login form in the portal will no longer hide the register button.
FIXED: Creating a followup no longer requires the agent to have permission to transfer the ticket.
FIXED: File attachments submitted with tickets through email will now adhere to the allowed extensions setting for tickets.
FIXED: In the send email action for events, a department's email may once again be set as the from address.
FIXED: Inserting Canned Replies into chats would cause extra spaces to appear.
FIXED: Live chat links showing available for all brands when only one brand is available.
FIXED: Live chat system will no longer assign chats to unavailable agents in rare cases.
FIXED: Mobile interface was not correctly validating users when logging in with an external provider.
FIXED: Signatures would not get generate when the group is preselected.
FIXED: Surveys using yes/no questions will no longer break when used in non-English languages.
FIXED: The department selection list for Live Chat could get stuck on a department in certain situations.
FIXED: Tickets are no longer able to be pinned to the queue.
FIXED: Time log overview report now adheres to the dates set in the report.
FIXED: Transcripts contained '@@Spacer'
FIXED: User that did not have permission to view a Community Thread could view it if they navigated to the page through an outside link.
FIXED: Users without permission to view Community Threads could still search for them in the Portal.
FIXED: When using 'Reply with Copy' it could have tried to add attachments from other messages.
REMOVED: The option to push a page to a user through Who's On (URLs that agents type will be automatically clickable for end users).

Version 10.0.5192 (2014-03-20)

ADDED: Two new key-value pairs for the setUserProperties web service call, authenticationtype and avatarsource.
ADDED: User's OS and Browser information has been added to the agent's live chat header for chats less than 24 hours old.
CHANGED: If a user attempts to initiate a live chat when live chats are set to agent-only it now redirects them to the offline link if set or to the ticket page if they have permission to submit a ticket. Previously it redirected to the Portal's homepage.
CHANGED: The date picker now defaults to Monday instead of Sunday for English speaking locales.
CHANGED: The Management Interface button at the bottom of the Portal will be hidden if login is enabled.
CHANGED: Users may now register with a username containing the @ symbol and dashes, allowing them to use their email address as their username.
FIXED: A rare exception that could happen during the auto-logout process.
FIXED: Added a message that informs a user if they lack permission to post feedback on a knowledge base article.
FIXED: An issue preventing agents from sending attachments through live chat.
FIXED: An issue that could prevent the list of threads from showing in the Community if a user who created one of the threads had been deleted.
FIXED: An issue with the Visible Fields popup that could cause it to not function correctly for some agents.
FIXED: Choosing 'Blank' for offline live chat links will no longer render a blank space; it will now be entirely hidden.
FIXED: createTicketWithDate Web service call will now include line breaks for plain text.
FIXED: Custom colors will no longer cause white text on a light background in the widget menus.
FIXED: Google Analytics tracking code is now properly embedded in the Portal.
FIXED: Items that are stale for a large number of days will no longer cause an exception in the Stale Check thread.
FIXED: Knowledge Base articles that are linked as the translation of another article will no longer fail to load in the Portal.
FIXED: Live chat map wasn't showing the pin for a user's location.
FIXED: Manual Ticket Events for Send Canned Reply now correctly formats the Canned Reply and will no longer cause two signatures to be written.
FIXED: Quoting a message will no longer initiate using the sender's email instead of the agent's.
FIXED: Registration on the Portal and new user creation in the Management Interface will both now check for password strength rules.
FIXED: Some users were being denied the ability to leave Feedback on Knowledge Base articles when they had permission to do so.
FIXED: The date picker now allows today's date to be picked as the end date when creating a task.
FIXED: The outgoing spool now includes the department name, if applicable.
FIXED: Using the brand dropdown to change brands will no longer cause an error for sites hosted under a virtual directory.

Version 10.0.5182 (2014-03-10)

ADDED: Management Interface button added to the bottom of the portal home page.
ADDED: The ability to forward an incoming ticket message to another email address.
FIXED: An error that could occur when editing a community post that prevents any further action on the page has been resolved.
FIXED: Attachments that were uploaded while composing a ticket will no longer show as expired before the message can be sent.
FIXED: Certain permission combinations would cause suggested Knowledge Base articles to not show for tickets and auto-responders.
FIXED: Custom fields will no longer be required to be filled out when deleting a ticket.
FIXED: Databases set to be case sensitive will no longer experience an error when loading the Knowledge Base section of the Management Interface.
FIXED: Editing the main post on a Community thread will no longer reset the last post date to the thread's creation date.
FIXED: Event log entries now get written to an events.log file instead of errors.log.
FIXED: In the user's settings section of the Portal, users may no longer change their email address to an email address that is already being used.
FIXED: Initial creation of sitemap will no longer fail.
FIXED: Removing the 'Registered user with verified email address' role from a user now takes effect properly.
FIXED: Sites set up under virtual directories were experiencing errors with several elements of the Portal.
FIXED: Some configurations of IIS were preventing navigation from working correctly in the Portal.
FIXED: Submitting some types of messages through the chat interface will no longer cause an error.
FIXED: The advanced search for Chat went missing; It has been found and is now back where it should be.
FIXED: The custom fields and history tabs in the Management Interface will no longer fail to load.
FIXED: The main search bar on the Portal will no longer be shown if both the Knowledge Base and Community features are disabled.
FIXED: The survey drop down will no longer break if multiple surveys have the same name.
FIXED: Users will no longer see duplicates of their tickets in the Tickets section of the Portal.
FIXED: When a user is redirected to change password when logging in due to a weak password, a notification will appear.

Version 10.0.5172 (2014-02-27)

ADDED: A 'Hidden' tag will be added to posts or comments that are hidden from users while awaiting moderation.
ADDED: A Portal setting to disable social network links in the Portal.
ADDED: Descriptive CSS class names have been added to several elements of the portal to allow for more modifications with Custom CSS.
ADDED: The label indicating that a thread, post, or comment needs moderation now includes dropdown options for approve and delete.
FIXED: A rare issue that could cause the POP import thread to get stuck on one mailbox when an email it was processing was deleted.
FIXED: Agents are no longer able to load the survey page intended for customers.
FIXED: Agents without the administrator role may now open their alert pages.
FIXED: An issue that would allow users to post anonymously if they had logged out on one open tab and posted on another.
FIXED: An issue where if a ticket contained malformed HTML it would cause other tabs on the ticket window to not load correctly.
FIXED: An issue where random translations could appear in chats if the user did not choose a translation option.
FIXED: An issue with redirecting URLs when hosted under a virtual directory.
FIXED: An issue with translations on the Community tabs.
FIXED: Articles with broken links should only have a single alert for the article.
FIXED: Custom links in a MySQL environment were not saving correctly.
FIXED: Custom links on the Portal homepage were showing translation strings instead of the actual translations.
FIXED: Deleting a KB article with broken links did not remove the alert for it.
FIXED: Disabling the 'Avatar is approved for public display' option would not save in some scenarios.
FIXED: Forwarding a response inside of a ticket will now include any available attachments linked to that response.
FIXED: Plain text emails were ignoring line breaks.
FIXED: Replies that are hidden due to needing moderation were still being added to the reply count.
FIXED: Statistics will now load correctly in the user details log.
FIXED: Styling was incorrect for the forgot password page.
FIXED: Submitting surveys in MySQL no longer cause an error page to show.
FIXED: The 'Approve all' button in Avatar approval now works correctly even if the deny button was selected first.
FIXED: The 'Post Reply' button could cease to function after a user edited a comment.
FIXED: The change password page will no longer require you to enter your old password if you navigate there via the reset password email link.
FIXED: The forgot password link in the management interface was not working in some scenarios.
FIXED: The grid was not refreshing automatically after a draft was auto-saved.
FIXED: The location of the chat link icon was off when viewed in a right-to-left language format.
FIXED: Users without permission to moderate the Community will no longer see moderation alerts.
FIXED: Verified users will now see all of their tickets in the Portal, even those created before the user account.
FIXED: When replying to a ticket the editor was not being focused as it should.
FIXED: When using Internet Explorer the ticket window could steal focus if left open.

Version 10.0.5157 (2014-02-13)

IMPORTANT: Due to the new portal design, colors will revert to defaults and must be reset and any additional customizations may need to be re-configured.
IMPORTANT: External scripts to embed Live Chat Links and Who's On have changed and will require re-generation for inclusion on any sites using those links.
IMPORTANT: Management Interface button on portal has been moved into the user dropdown at the top right of the portal, and will only show for logged in agents.
ADDED: A 'Download All' button has been added to the attachments tab allowing the agent to download all attachments at once as a zip file.
ADDED: A column for average survey rating has been added to the ticket and chat grids.
ADDED: A completely redesigned portal interface, with a fluid layout that is optimized for mobile devices.
ADDED: A field for 'Survey Link Text' has been added to surveys so that users can customize the text that appears when adding a survey link signatures.
ADDED: A new SMTP event for 'Final Delivery Failed' has been added that will trigger when an email is moved from the spool into the failed folder after retrying several times over a 24 hour period.
ADDED: A role setting has been added to determine whether or not a user may view the results of a survey in summary, detail, or at all.
ADDED: A Surveys tab has been added to tickets that will display the surveys taken for that ticket.
ADDED: A variable has been added to signatures allowing surveys to be linked in the signature.
ADDED: A Web service, AddRelatedItem, has been added to svcTickets that will add a related ticket, chat, or call log to an existing ticket.
ADDED: A Web service, GetAvailableChatAgentsForGroup, has been added to svcOrganization that will return the agents that are active for chats, excluding those that are AFK.
ADDED: Administrators may now view Chat Rooms from the Live Chat tab even if they are not an agent.
ADDED: Avatars appear on the density map for Who's On users that are logged into SmarterTrack.
ADDED: Chat auto hand-offs now let the agent know why hand-off occurred.
ADDED: Extensible Schema tags added to portal content, allowing for better search indexing and SEO. (See http://schema.org/)
ADDED: External RSS Feed preview items can now be embedded in the portal.
ADDED: External RSS Feeds can now be restricted by brand.
ADDED: More friendly error pages appear in the case where 404 or 500 errors occur.
ADDED: New Community area of Portal.
ADDED: Portal Settings now has an option for "Enable live chat from portal" which shows/hides the live chat tab.
ADDED: Social networks updated with Google+, LinkedIn, Tumblr and others.
ADDED: Surveys tab has been added to tickets, live chats, and the user popup.
ADDED: The average survey rating for a Ticket, Chat, and KB article has been added to their headers.
ADDED: The average survey rating received by an employee or given by a user will now be displayed in the user details header.
ADDED: Ticket messages can now be forwarded with attachments using the gear menu dropdown.
ADDED: When deleting KB articles, forwarding can now be set up so that people or search engines that go to the old link can be redirected to other articles.
CHANGED: "Enable Feedback Moderation" is now "New comments start out moderated."
CHANGED: Allow custom link order to be set using move up / move down links or buttons (follow other reordering areas).
CHANGED: Broken Link Scanner skips over links that contain :// but don't start with http or https.
CHANGED: Buttons that allow the user to request items by email will be hidden if the Brand does not have SMTP settings filled out.
CHANGED: Call logs now show HTML in preview pane.
CHANGED: Department's will now use their Brand's SMTP settings if their SMTP settings are left blank.
CHANGED: Easier live chat link embedding system.
CHANGED: If a ticket fails to send the spool will automatically retry to send it on. After repeated failed attempts over a 24 hour span, the ticket will be re-opened with a comment added explaining that the last message failed to send.
CHANGED: If an agent is typing, auto hand-off timeouts will reset.
CHANGED: In portal, Knowledge Base "User comments" have been renamed to "Feedback."
CHANGED: Knowledge Base Comment moderation is now performed in the portal.
CHANGED: Knowledge Base Feedback has been changed to work more like Community Threads, granting new functionality like reporting abusive posts, etc. It has been renamed "comments" for consistency.
CHANGED: Knowledge Base Settings page cleaned up.
CHANGED: Map providers simplified and updated to use new map formats.
CHANGED: Most External RSS feed options were removed for simplification and replaced with better defaults.
CHANGED: Multi-language Live Chat Links now require a customized javascript to use.
CHANGED: News item summaries now always show a snippet of the body.
CHANGED: Printing a ticket will now include all replies even if they are hidden in the ticket preview window.
CHANGED: Related URLs are no longer necessary in Who's On because brand is now determined by where you call the script.
CHANGED: Search indexing now includes small words in subjects of items.
CHANGED: SEO friendly URL generation now handles some characters better.
CHANGED: Signatures can no longer be altered in the editor to better enforce signature policies set by the administrator.
CHANGED: Sitemap features are now automatic through robots.txt, so pages in the interface related to them have been removed.
CHANGED: Social network options have been replaced with a single "Enable Social Sharing" option for the portal.
CHANGED: Some language strings were changed for consistency.
CHANGED: Sticky user comments are now optionally shown in the chat transcript area.
CHANGED: The HTML editor has been replaced with a new more efficient, more accurate, and better looking editor. Additionally, some plain text boxes have been replaced with full HTML editors where appropriate.
CHANGED: The success message now stays on the screen for a longer duration.
CHANGED: Translation drop down in pre-chat is now friendlier.
EFFICIENCY: A cleaner has been added to remove unused survey invites from the system.
EFFICIENCY: Greatly improved performance on ticket grids when the Duration column is visible.
EFFICIENCY: Greatly increased the speed for the initial display of chat contents in chat window.
EFFICIENCY: Live chat now accesses the database much less frequently, allowing for higher numbers of concurrent chat sessions with greatly reduced CPU requirements.
EFFICIENCY: Optimized usage of Large Object Heap to reduce memory footprint.
EFFICIENCY: Portal optimized for greater throughput and user volume.
EFFICIENCY: Processing of HTML emails is now much faster.
EFFICIENCY: Several optimizations to code structure allowing for faster startup and reduced resource usage.
EFFICIENCY: Significant memory reduction in most installations.
EFFICIENCY: Sitemaps are now generated and cached at most once per hour.
EFFICIENCY: User agent information will no longer use up a lot of memory and will not slow down start up times.
EFFICIENCY: Who's On will no longer store data in the database, resulting in much more efficient use of CPU and memory.
FIXED: Agents can now see draft KB Articles in the portal.
FIXED: Broken link scanner now can detect relative links for knowledge base and news items.
FIXED: Broken Link Scanner will no longer identify links beginning with a hash mark (#) as broken.
FIXED: Buttons that are partially covered by an error or success message may now be clicked.
FIXED: Changing event action types will no longer cause the email field to lose information.
FIXED: Custom Reports will now sort by the correct sort order.
FIXED: Custom text that appears at the end of a chat will now show on the transcript page if the chat automatically redirects there.
FIXED: Deleted departments are no longer included when checking to see if an email is a department email.
FIXED: Events pages are now sorted correctly.
FIXED: For reports, the quick date dropdown value for 'Today' will now correctly enter the current date.
FIXED: If the brand does not have SMTP settings then messages informing the user an email was sent to them have been hidden.
FIXED: In the reports section, News Items Modified was incorrectly listed as News Items Created.
FIXED: Including more than one live chat link on a page will no longer cause the statuses to update irregularly.
FIXED: Live Chat and Who's On links will no longer stall if SmarterTrack is not available, since deferred scripts are always generated.
FIXED: Live chat links will no longer use the incorrect URLs when a brand uses multiple host headers.
FIXED: Pasting and drag/drop of images now works in the HTML editor in Tickets and Call Logs for browsers that support it.
FIXED: Registering with a reserved email address will now post a message informing the user that the email address is reserved.
FIXED: Roles are now displayed correctly in the user drop down in the Management Interface.
FIXED: Scheduling a custom report to be emailed now properly requires the 'To' field to be filled out.
FIXED: Scripts will now embed properly in IIS 6.
FIXED: Sitemaps now properly split when there are more than 50000 items.
FIXED: Success and error bars will now reshow themselves if the same input is resubmitted.
FIXED: Surveys after live chat will now appear properly if ended by the user.
FIXED: The datetime parser for scheduled email reports did not work correctly for languages that do not use the Gregorian calendar.
FIXED: The management interface will now enforce password rules when a user changes their password on their My Settings page.
FIXED: The menu option to open an attachment that is unavailable has been removed.
FIXED: Various issues with IE11 compatibility.
FIXED: Video embedding in the editor now works properly with YouTube.
REMOVED: A setting in Who's On to display the name of the agent inviting the customer to chat.
REMOVED: Automatic translation services in the portal have been removed in favor of customers simply using any available browser plugins for language translation.
REMOVED: Brand override to enable Who's On at the portal level.
REMOVED: Broadcast messages from Who's On.
REMOVED: ChatParticipant table deleted from back end, as it is all stored in memory now.
REMOVED: Display Live Chat Link setting removed from Portal Settings in favor of Live Chat Settings -> Live Chat Requires.
REMOVED: KB Ratings.
REMOVED: Some unused settings in Who's On.
REMOVED: Unused Knowledge Base settings related to auto-translation.

Schneller Server für das Ticketsystem / Neue Datenbank Version

Mon, 08 Sep 2014 07:27:00 GMT

Das Ticketsystem wurde am Samstag 06.09.2014 in der Version 9.5

auf die neue Server Infrastruktur mit Microsoft SQL Server 2012 Umgebung portiert.

Das System wurde dadurch leistungsfähiger und ist der erste Schritt um in der Zukunft auf die Version 10.x zu portieren.

Blending, DIE Chargensoftware an der Topsoft 7.+ 8. Mai 2014

Tue, 01 Apr 2014 11:37:00 GMT

Blending, DIE Chargensoftware an der Topsoft 7.+ 8. Mai 2014

01.04.2014 | Mit einer immer breiteren Basis an Blending-Installationen in der Schweiz ist IncoDev auch dieses Jahr an der Topsoft in der Messe Zürich anwesend. Gratis-Tickets untertopsoft.ch/ticket

IncoDev wartet dieses Jahr am 7. + 8. Mai mit Spezialitäten wie der integrierten Waagen-Anbindung oder der einzigartigen Funktion zur Berechnung des Bruttobedarfs in der Chargenproduktion auf. Gleichzeitig stellt der Hersteller Infor eine Roadmap für Blending-ERP vor, welche den Ausbau der Module über Jahre hinaus sicherstellt. Sämtliche einzelnen, passgenauen Module werden sukzessive in vorvalidiertem Zustand frei gegeben. Infor stellt somit sicher, dass bestehende Installationen im bestehenden Umfang voll in neue Softwarestände eingebracht werden können. Blending Kunden kommen so in den einzigartigen Genuss von konkurrenzlos tiefen TOC (Total Cost of Ownership)! Gratis-Tickets unter topsoft.ch/ticket

Weihnachten/ Neujahr 2014

Mon, 23 Dec 2013 11:38:00 GMT

Unser Büro ist bis und mit 23.12. besetzt und bleibt geschlossen vom 24.12. bis 26.12.2013 .

Am Silvester ist unser Büro vom 31.12. bis 02.01.2014 geschlossen. Wir gönnen uns ein paar freie Tage.

Wir wünsche Ihnen jetzt schon frohe Festtage, einen guten Rutsch ins 2014! Vielen Dank für die angenehme Zusammenarbeit!

Update Ticketsystem von der Version 9.3 auf 9.5

Sun, 08 Dec 2013 06:43:00 GMT

Am Wochenende 07./08.12.2013 wurde unser Portal www.incodevsupport.ch von der Version 9.3 auf die neuste Version 9.5 aktualisiert. Die Version 4.0 haben wir seit Juni 2009 im Einsatz.

Ein Login via Webportal ist am genannten Wochenende nur reduziert möglich. Danke für Ihr Verständnis.

Die folgenden Modifikation wurden implementiert:

Version 9.5.5066 (2013-11-14)

FIXED: A login issue using Internet Explorer 11.
FIXED: An issue that could cause the Ticket Response Time report to be missing data if the server was set to a different timezone than the user.
FIXED: Call Logs will no longer save without first filling in required custom fields.
FIXED: Custom field dropdown lists will now ignore duplicate entries.
FIXED: Selecting the "Today" field in the date picker control will now properly choose the current date.
FIXED: The Who's On filter for IP address now functions correctly.
FIXED: Ticket response trend report no longer loses accuracy when server time zone is different from user timezone.
FIXED: Tickets that require custom field values will now save if those values are filled out in either the custom field bar or in the custom field tab.
FIXED: Who's On events for chat invites now work properly.
FIXED: Who's On idle event to force live chat now works properly.

Version 9.4.5017 (2013-09-26)

ADDED: Internet Explorer 11 support.

Version 9.4.5010 (2013-09-19)

ADDED: Email reports now provide you with an option to choose what locale to use.
CHANGED: Because departments are vital to the functionality of SmarterTrack, it is no longer possible to delete a department if it is the last one.
EFFICIENCY: Several optimizations to connection state management when using MySQL.
FIXED: An issue causing syntax errors to show in the error log and missing report data while viewing reports on a MySQL database.
FIXED: An issue with the Broken Link Checker not running correctly on MySQL databases.
FIXED: An issue with the Ticket Response Time report not showing data.
FIXED: An issue with verification emails.
FIXED: Comments can now be edited by the agent who created the comment and can be deleted by the creator, a manager or system administrator.
FIXED: Emails with two different types of encoding in the same message will now successfully import.
FIXED: Event condition for Less/Greater-Than will now properly exclude Equals matches.
FIXED: The SetUsersProperties will no longer allow a user to be assigned an email address already in use by another user.
FIXED: Thread tab under Optimizations no longer show the Agent Activity thread as it has been removed.

Update Ticketsystem von der Version 8.6 auf 9.3

Tue, 24 Sep 2013 06:37:00 GMT

Am Wochenende 07./08.09.2013 wurde unser Portal www.incodevsupport.ch von der Version 8.6 auf die neuste Version 9.3 aktualisiert. Die Version 4.0 haben wir seit Juni 2009 im Einsatz.

Ein Login via Webportal ist am genannten Wochenende nur reduziert möglich. Danke für Ihr Verständnis.

Die folgenden Modifikation wurden implementiert:

Version 9.3.4975 (2013-08-15)
ADDED: The live chat transcript page now has buttons to print or email the transcript.
CHANGED: Follow-ups will no longer be removed from a ticket when an incoming reply reactivates the ticket.
CHANGED: The queue will no longer display tickets for groups an agent does not belong to within a department that they do belong to unless they have the manager role.
CHANGED: When cloning an employee, the new employee will now be a part of all the same groups as the cloned employee.
EFFICIENCY: The event system now has a much smaller memory footprint.
FIXED: Adding a task to a ticket without a description will no longer cause the related items grid to not load correctly.
FIXED: Attachments with commas in their name will no longer fail to upload.
FIXED: Custom Fields load correctly for new tickets when the group is preselected.
FIXED: Dates and times in the mobile interface will now show in local time instead of UTC.
FIXED: Internal Web server now properly persists its startup mode for future reinstalls of the product.
FIXED: Links relying on virtual app paths now work correctly for systems using virtual space.
FIXED: POP importing with SSL enabled now works as expected.
FIXED: Several German translation strings have been corrected.
FIXED: The chat link now opens the custom redirect link instead of always using the default link.
FIXED: The date picker should now show the correct format for the currently selected culture.
FIXED: The deferred chat script no longer produces Javascript errors on the page.
FIXED: The deferred chat script now opens online chat links in a popup window.
FIXED: The deferred chat script will now toggle between offline and online statuses correctly.
FIXED: The department label on live chats is no longer blank when there is only one department available.
FIXED: Tickets created through incoming email will now be displayed correctly for members with registered email addresses that view their tickets in the portal.
FIXED: Tickets no longer get reimported when POP settings are set to leave a copy of the email on the server.
FIXED: Upgrade protection reminders will now only occur once within 45 days till expiration and again within 14 days till expiration.

Version 9.2.4926 (2013-06-27)
ADDED: Offline chat links now have an option to be saved as blank so that no link is displayed when chat is offline.
CHANGED: The "user" label has been changed to "employee" in report's Group By option to more accurately describe the data.
CHANGED: The auto-close feature for tickets will no longer automatically close tickets that have a follow-up scheduled.
CHANGED: Trying to transfer or take a ticket that contains a draft will now prompt the agent if they wish to delete the draft before transferring the item instead of denying them the ability to transfer it due to the draft message.
FIXED: Attachments added to new call logs are no longer lost when saved.
FIXED: Canned Reply popularity reports now correctly display all relevant data.
FIXED: Corrected SQL query in MySQL that imported KB view logs from previous versions on upgrade.
FIXED: Dropdown menus with static light backgrounds will no longer inherit light colored text through custom colors.
FIXED: Follow-ups set to auto-assign will now re-enter the queue when the follow-up becomes due.
FIXED: GetTicketsBySearch web service call will now correctly limit the results by the Max Results value if specified.
FIXED: Taking a task will now refresh the preview window so that the Take button disappears.
FIXED: The link to browse KB Articles will no longer fail to show in the Portal when viewable articles are all specific to a brand.
FIXED: The task grid now refreshes after the transfer window is closed, not when it is opened.
FIXED: Track will no longer send emails to accounts that are used for SMTP. Previously it would filter out POP accounts, now SMTP accounts are filtered out as well.
FIXED: Weekly trend reports now correctly create a report based off the custom report's time frame instead of showing the previous week's worth of data.

Version 9.2.4898 (2013-05-30)
EFFICIENCY: Improved overall load times for tickets.
FIXED: Clickable emails once again show in the Ticket history pane.
FIXED: Clickable emails within the interface will once again display their menu options.
FIXED: Customers who do not enter a name for live chat will be referred to as Guest in the chat window and transcript.
FIXED: Email templates will no longer insert break tags when edited.
FIXED: Saving a department with POP disabled will no longer prompt you to fill out the POP information fields.
FIXED: Scrolling once again works for client side live chat transcripts.
FIXED: The editor for Call Logs will now size correctly.
FIXED: The survey question window will now size appropriately to accommodate multiple questions.

Version 9.1.4870 (2013-05-02)
ADDED: [#SUBJECT#] to Auto Responder variables list and will now correctly replace for auto responders using it.
ADDED: A Web service that returns daily counts per user for tickets, chats, call logs, and average response time. Returns either all agents or a single agent.
ADDED: Scheduling a follow-up now includes the option to change priority.
ADDED: Web service documentation now allows you to expand or contract all items.
FIXED: Allowed extensions for uploads are no longer case sensitive.
FIXED: An error preventing upgrades or fresh installs to finish for MySql databases.
FIXED: Auto Responders no longer send an error message in place of the original text for very long emails. A truncated plain text copy of the email will be shown instead.
FIXED: Custom icons for the portal will now upload correctly.
FIXED: Default POP SSL port is now 995.
FIXED: Department settings now disables the "Require verified email address to start tickets" field if the "Portal Submission Requires" field is set to "Anonymous Users".
FIXED: Department's grid no longer shows POP name when POP is disabled.
FIXED: Maps in Brands no longer shows an error.
FIXED: The Date/Time picker in tasks now displays correctly.
FIXED: The File Manager now correctly shows a confirmation dialogue before deleting an item.
FIXED: The File Manager once again notifies a user if a file fails to upload due to being larger than the maximum allowed size.

Version 9.0.4842 (2013-04-04)
CHANGED: Long file names uploaded in the web interface are now truncated instead of wrapping.
CHANGED: The HTML editor no longer double spaces when pressing enter using Internet Explorer.
CHANGED: The title for the Management Interface's login screen now displays the brand name.
CHANGED: Viewing the Web interface in compatibility mode is now prevented when using Internet Explorer.
EFFICIENCY: Caching timeframes adjusted to significantly increase performance.
EFFICIENCY: KB View counts will now be cached properly to avoid unnecessary database calls, and will immediately update in real-time.
EFFICIENCY: Number of database calls on average workloads reduced by 75%.
EFFICIENCY: Reduced writes to SmarterTrack Database.
EFFICIENCY: Top KB Articles are now cached for 5 minutes.
FIXED: An issue causing the editor to not show correctly if the option for plain text mode had been enabled from a previous version.
FIXED: An issue that could cause the interface to freeze and/or populate the grid with incorrect data when the session expires.
FIXED: An issue where pasting into the HTML editor on an iOS device using Safari could paste into a different field on the page.
FIXED: Better recovery of lost connections in live chat.
FIXED: Canned replies are now inserted correctly in Internet Explorer.
FIXED: Creating a list in the HTML editor that includes a hyperlinked item will no longer change the font for following text.
FIXED: Day of week option for events now accounts for rollover properly.
FIXED: Delete folder modal window now wraps text neatly.
FIXED: Deleting files in the file manager now works correctly.
FIXED: Editing standard users will no longer show employee options.
FIXED: Error messages are now scrollable allowing long error messages to be viewed.
FIXED: Fields on the edit department page now display in the correct order.
FIXED: Group dropdown for followups no longer loses group listings after selecting a value.
FIXED: Inserting a long canned reply no longer causes the scroll bar to appear incorrectly.
FIXED: Internet Explorer no longer shows a message asking if user wants to leave the page when they try to send a chat message.
FIXED: Inviting a customer to live chat and forcing a customer to live chat now works for multiple invitations.
FIXED: Live chat icon once again blinks when there is a pending chat.
FIXED: Ordered and Unordered lists are now indented correctly when included in canned replies.
FIXED: RSS feeds on right side of portal now display correctly.
FIXED: Sort order for grids now persists through advanced searches.
FIXED: The actions menu for chats is now visible in all editions.
FIXED: The DateTime picker now functions correctly when the browser has Australian selected for the language.
FIXED: Various display issues in Internet Explorer have been corrected.

Version 9.0.4821 (2013-03-14)
ADDED: Close button added to call logs when popped up from within the SmarterTrack Communicator.
ADDED: HTML Editor now includes a Paste as Plain Text button.
ADDED: The Knowledge Base web service now includes additional attributes for articles, including IsDeleted, IsDraft, IsPrivate, DateCreatedUTC, DateLastReviewedUTC, KBCategoryID, and IsFlaggedForReview.
FIXED: An error upgrading some MySQL installations to version 8 has been resolved.
FIXED: Assistance popup will now show resolution matches properly.
FIXED: Auto-complete for ticket email addresses will no longer contain duplicates or deleted users.
FIXED: Brand logo images may once again be saved in brand settings.
FIXED: Column sorting now persists properly across sessions.
FIXED: Coverage time audit report results will no longer include old or deleted employees.
FIXED: Knowledge base categories in the portal will now update properly when folders are added, deleted, or changed.
FIXED: Modal windows on the ticket page will no longer lose focus.
FIXED: Replying with a saved draft will now properly include previous message history from the reply.
FIXED: Some general interface issues were resolved involving styling and resizing.
FIXED: Some general right-to-left language display issues were resolved.
FIXED: Spell Check now works correctly in Internet Explorer.
FIXED: Surveys in other languages will no longer disappear when switching languages in the portal.
FIXED: The formatting of the Management Interface's login page has been changed to correct display issues with zooming on some Android devices.
FIXED: Ticket Handling report data has been corrected.
FIXED: Ticket lists on portal side now have more accurate search results.
FIXED: Ticket, Chat, and Call Log numbers can now be properly searched.
FIXED: TLS in SMTP is now permissive of self-signed certificates and multi-homed SMTP targets.

Version 9.0.4807 (2013-02-28)
IMPORTANT: Consolidated the Service Oriented and Round Robin distribution methods which simplifies the ticket distribution process and also adds a layer of flexibility that previous versions of SmarterTrack lacked.
IMPORTANT: Major versions contain architecture changes that prevent downgrading to previous major versions. Prior to upgrades, have a full backup if you may intend to rollback to a previous major version.
ADDED: 17 spell-check dictionaries are now included with SmarterTrack by default.
ADDED: Agents can now filter department and group listings by brand, making it easier to organize replies, transfers and other customer communication.
ADDED: Agents can now spell check their live chats prior to sending them to an end user.
ADDED: Back end changes and improvements to support the latest generations of browsers.
ADDED: Canned replies are now inserted into a ticket or chat wherever the cursor is located.
ADDED: Chats can now be searched by email address.
ADDED: Cookies Notification added on all login areas to comply with EU Cookie Laws.
ADDED: Duration has been added to the Ticket grid so that agents and managers can see the total time a ticket has been worked on.
ADDED: Html editor is now tablet-friendly, allowing users to create KB articles, reply to tickets and more, using any tablet.
ADDED: Improved spell checking with better accuracy and support for grammar checking.
ADDED: Incoming or outgoing tickets created by agents can now be pinned to that agent, or another, when they are created.
ADDED: Interface colors and style sheets can be overridden from within the Web interface.
ADDED: Live chat links can now be created automatically for help desks using various host headers for different brands.
ADDED: Live chat process is now streamlined to better offer self-help options for issues prior to starting the chat.
ADDED: Phone number now carries over from login / user creation external provider.
ADDED: Portal ticket submission process is now streamlined to better offer self-help options for issues prior to submitting a ticket.
ADDED: Spell checking that ignores email addresses and URLs.
ADDED: Status messages and tip text now drops down from the top of the page and no longer disrupts the page flow.
ADDED: Suggested KB Articles now appear on their own page when starting a live chat making them more apparent and, therefore, easier to use.
ADDED: Suggested KB Articles now appear on their own page when starting a ticket from the portal, making them more apparent and, therefore, easier to use.
ADDED: The web interface now supports right to left languages to better accommodate countries with non-Western character sets.
ADDED: User level setting under the Web interface tab for Spell Check Dictionary, which means that customers working in languages other than English can now select a dictionary in their own language.
ADDED: VOIP: Agents can now designate accepted or dialed calls as Personal in order to prevent an automated call log from generating.
CHANGED: Adding or editing a user in a group now pops up a rad window instead of redirecting the page.
CHANGED: All default system emails have been rewritten to make them easier to understand.
CHANGED: Auto-generated API documentation now allows details to be hidden or shown.
CHANGED: Buttons that save or commit changes in modal windows have been moved to the right to be consistent with user interface standards.
CHANGED: Department / Group dropdowns are now sorted.
CHANGED: Fixed sizing of many dialog boxes and input fields to make them easier to use.
CHANGED: Language strings have been simplified so that they are easier to translate.
CHANGED: Live Chat distribution dropdown has been replaced with check boxes to simplify distribution methods.
CHANGED: New items created in the Management Interface will initialize starting values based upon which node is selected in the corresponding section's navigation tree.
CHANGED: Related item links are now bi-directional.
CHANGED: Relating an item will no longer close the related item or merge custom fields.
CHANGED: The help link now defaults to "help for this page".
CHANGED: The help popup has been moved to a drop down selection list in the top right of the interface to make it easier to navigate to the help documentation.
CHANGED: The interface now notifies users when their session times out.
CHANGED: The option to enable/disable KB suggestions are now Department settings availabe under both ticket and live chat settings.
CHANGED: Ticket and Chat numbers in summary report emails are now clickable links.
EFFICIENCY: Cookies Notification on all login areas to comply with EU Cookie Laws.
EFFICIENCY: Increased performance and reduced memory requirements for loading sections of the web interface.
EFFICIENCY: Performance of broken link checker greatly improved.
EFFICIENCY: Reduced SQL statment sizes in ticket views which will increase performance.
EFFICIENCY: Re-factored and completely re-wrote many areas of the web interface to reduce the amount of JavaScript code, CSS and HTML, making the entire web interface much faster, much more responsive and much lighter weight.
EFFICIENCY: The button bars were re-factored to be lighter weight controls.
EFFICIENCY: The context menus were re-factored to be lighter weight controls.
EFFICIENCY: The date pickers were re-factored to be lighter weight controls.
EFFICIENCY: The tree view controls were re-factored to be lighter weight controls.
EFFICIENCY: VOIP: Performance increased when adding new call log entries.
FIXED: Agent Chat will no longer show default actions in the action menu once the chat ends.
FIXED: An issue that could cause the ticket grid items to display a count even when there are no items to view.
FIXED: Brand dropdowns are now sorted correctly throughout the interface.
FIXED: Call logs will now be handled correctly when deleting a user.
FIXED: Categories for time log entries can now be selected from the mobile interface.
FIXED: Chat Channels grid now sorts correctly, showing the most recent items first.
FIXED: Chat Channels will now function properly when they have been used for some time.
FIXED: Custom fields are no longer getting properly filled out from the start ticket external provider.
FIXED: Default Visible Fields values for Chat Channels have been corrected.
FIXED: Deleting surveys and associated data now works as expected
FIXED: Drafts that contain nothing more than an agent's signature will no longer be saved.
FIXED: Entering a full ticket number into the search bar will now only return an exact match, if any.
FIXED: Follow-ups and Replies do not follow Max Tickets and attempt to go to the previously assigned Agent.
FIXED: Group dropdown list will no longer include incorrect departments for the selected brand.
FIXED: KB articles and News items now get detached from a brand properly when it is deleted.
FIXED: Outbound HTTP requests from server will no longer consume all HTTP connections.
FIXED: Queue will now properly show tickets created by agents as incoming tickets.
FIXED: Reports and Settings sections will now highlight the correct tree node when the section loads.
FIXED: Round Robin will now only count new ticket assignments and transfers from different agent (no follow up or reply).
FIXED: The Email Report modal has corrected styling and will no longer blink when changing from plain text to html compose modes.
FIXED: The scan in progress notification for KB and News section now shows and hides itself properly.
FIXED: The time pickers in business hours popup is now displayed properly.
FIXED: Transfer ticket window now loads the correct default brand.
FIXED: VOIP: Will no longer crash when the computer comes out of sleep mode.
FIXED: VOIP: Will no longer lose account information after the computer enters sleep mode.
FIXED: When custom fields are filled out by an external provider, a database exception is getting thrown and the ticket is not created.
REMOVED: Ability for agents to override skin has been removed.
REMOVED: Global setting for spell-check dictionary.
REMOVED: Javascript resources will now load from local directories instead of a CDN.
REMOVED: Plain text email settings have been removed, due to the full integration of the Html Editor.
REMOVED: The ability for agents to create custom footers and signatures. Instead, custom signatures with custom fields should be used by each Department as needed.

Version 8.6.4898 (2013-05-30)
FIXED: Customers logging into the portal to see their tickets will no longer see tickets from other users with email addresses that match theirs but are prefixed with another word separated by a dot or comma.

Version 8.6.4807 (2013-02-28)
FIXED: Category list in Time logs is now sorted correctly in the management interface.
FIXED: Category list in Time logs now displays properly in the mobile interface.
FIXED: MySQL installations with Master Categories set for Time Logs will now upgrade correctly.
FIXED: MySQL will no longer crash on upgrade.
FIXED: Response time calculations will now properly take into account holidays and business hours. Old data will be automatically fixed.
FIXED: Response times for tickets are now much more accurate. Existing data is re-calculated automatically.
FIXED: Web Service svcKB.GetFolders will now return root folders when parentFolderID is 0
FIXED: Web Service svcKB.SearchKBArticles and SearchKBArticlesUnderFolder will now operate in the context of the user credentials passed to it.

geplanter Systemunterbruch wegen Wartungsarbeiten

Mon, 04 Mar 2013 14:35:44 GMT

In der Nacht von Freitag auf Samstag, 9. März 2013 werden umfangreiche Software-Upgradearbeiten am Mailserver der Infrastruktur des Ticketsystem durchgeführt .
Aus diesem Grund wird die Serverinfrastruktur und insbesondere die Maildienste voraussichtlich zwischen Freitagabend 22:00 und Samstagmorgen 10:00 Uhr teilweise nur eingeschränkt verfügbar sein.
Weiter muss bis Sonntagabend mit wenigen, kürzeren Unterbrüchen der Infrastruktur gerechnet werden.
Vielen Dank für Ihr Verständnis.

Update Ticketsystem von der Version 8.2 auf 8.6

Wed, 13 Feb 2013 11:54:49 GMT

Wir wollen unseren Kunden einen sehr guten Service im Bereich des Supportes und der Administration der Projekte anbieten.

Aus diesem Grund wird am Wochenende 16./17.02.2012 unser Portal www.incodevsupport.ch von der Version 8.2 auf die neuste Version 8.6 aktualisiert.
Die Version 4.0 haben wir seit Juni 2009 im Einsatz.

Ein Login via Webportal ist am genannten Wochenende nur reduziert möglich.
Danke für Ihr Verständnis.

Die folgenden Modifikation werden implementiert:

Version 8.6.4786 (2013-02-07):
EFFICIENCY: VOIP: SmarterTrack Communicator performance enhanced by reducing number of necessary calls to SmarterTrack.
FIXED: Deleting feedback from Knowledge Base articles now functions properly.
FIXED: Event conditions for departments, groups, and agents will no longer show range and above/below options.
FIXED: History will now be added for ticket messages created through web services.
FIXED: Knowledge base articles which contain a feedback item that isn't associated to a user account will no longer cause an error in the management interface.
FIXED: The AddMessageToTicket web service now returns a proper error message if SMTP information is missing and option was sent to send email.
FIXED: The views column will no longer appear outside of the popular articles area in the portal.
FIXED: Tickets, Chats, and Call Logs can now be searched by their numbers without having to include dashes.
FIXED: Users who verify their email address and then change it will now be required to verify their new email address.

Version 8.5.4703 (2012-11-16)
ADDED: An open-source module for integrating SmarterTrack with WHMCS is now available.
EFFICIENCY: Events based on ticket idle time will now use less CPU and memory.
EFFICIENCY: Increased the responsiveness of the management interface when switching between sections.
FIXED: A live chat invitation offered through a system level Who's On event will no longer reappear after a user has rejected it.
FIXED: An error will no longer occur when using MySQL and displaying views in the management interface.
FIXED: SmarterTrack Communicator: Call logs deleted because the call duration was less than the minimum time specified in SmarterTrack's VOIP settings will now show a message bar at the top of the call log informing the agent that the call log was deleted.
FIXED: SmarterTrack Communicator: Fixed an issue that could cause the Communicator to stop working after the computer wakes from being in sleep mode.
FIXED: SmarterTrack Communicator: The Communicator will now attempt to reconnect to the VOIP server if the connection is lost.
FIXED: The last item in grid views throughout the management interface will no longer randomly appear twice.

Version 8.4.4695 (2012-11-08)
CHANGED: Both username and password fields must be completed before pressing enter to log into the management interface.
FIXED: Color schemes will now be properly applied to the portal and management interface.
FIXED: Configuring the Included Web Server to listen on All IP Addresses will now function correctly.
FIXED: Deleting all news items from the system will no longer cause an error to be shown in the management interface.
FIXED: Email addresses and phone numbers will now be clickable in the ticket communication view.
FIXED: Failed SMTP connections due to authentication will now be reattempted instead of deleted.
FIXED: Internet Explorer will no longer lock up while using the management interface for several hours.
FIXED: System event actions based on ticket messages will now use custom fields correctly.
FIXED: The date and time on ticket communication in the portal will now be correctly based on the user's selected time zone.
FIXED: The spool will now sort correctly when there are more than 75 items.

Version 8.4.4682 (2012-10-26)
ADDED: Ticket setting to prevent more than 3 duplicate emails in 30 minutes from the same email address.
ADDED: When a manual event occurs a new historical event entry will now be recorded in a ticket, chat, call log, and task's history tab.
CHANGED: Attachment views in the ticket, live chat, and call log sections will now be sorted by the date they were created in descending order.
CHANGED: The agent's user name will now be used for the #agent# variable in knowledge base article type event actions.
EFFICIENCY: CPU will now remain at normal levels if an SMTP server is available for connections but cannot receive data over SSL or TLS.
EFFICIENCY: The management interface will now function significantly faster in Internet Explorer.
FIXED: A message separator in an agent's signature will no longer break the ticket communication view.
FIXED: Clicking on by agent tree view items will now only show items that are On Hold, In Progress, or In Review.
FIXED: Installer now functions properly on Windows Server 2012 and Windows 8.
FIXED: Internet Explorer will no longer require using compatibility mode when accessing SmarterTrack.
FIXED: Knowledge base article comments can now be deleted properly.
FIXED: Live chats can now be viewed properly in the mobile interface.
FIXED: More than one chat will now appear in the inactive instant message grid view.
FIXED: Saving a draft ticket message will no longer potentially fire ticket message sent events.
FIXED: Scrolling arrows will now appear properly on canned reply folders.
FIXED: SmarterTrack Communicator: The application will no longer crash from time to time after completing a call.
FIXED: Status images will now appear correctly in the ticket and live chat grid view in IE 7 and IE 8.
FIXED: Survey questions can now be edited when SmarterTrack is using a State Server or SQL Server for Session State data.
FIXED: The edit menu for ticket communication items will no longer appear underneath other buttons when using Chrome.
FIXED: The GetTasksByUser web service method in svcTasks.asmx now functions as expected.
FIXED: The number of tickets and chats shown in the mobile interface is now accurate.
FIXED: Tickets are now sorted correctly when changing between pages on the portal.
FIXED: Using single or double quotations in a follow-up or transfer comment will no longer cause the item to fail to save.

Version 8.3.4653 (2012-09-27)
ADDED: SmarterTrack Communicator: A splash screen will now be displayed to show progress when launching the Communicator or adding accounts.
ADDED: SmarterTrack Communicator: The Communicator will now connect to servers that require SSL connections.
EFFICIENCY: Reduced the amount of cookie data necessary to load the management interface.
EFFICIENCY: The management interface will now load faster when there are a lot of departments, groups, and brands configured.
FIXED: Advanced searches that contain special characters will no longer occasionally reset the grid's content.
FIXED: Agent tree nodes have been corrected to only load items relative to the parent tree node the agent node is nested under.
FIXED: An error message will now be shown if you try to send a ticket message while an attachment is uploading.
FIXED: Associated signatures will now be automatically deleted when a brand, department, or group is deleted.
FIXED: Attachments can no longer get sent with other ticket messages if the attachment was saved as a draft or the upload did not complete properly.
FIXED: Call logs can now be transferred properly when deleting departments and groups.
FIXED: Custom reports now show the correct time frame in the management interface.
FIXED: Custom user email footers are now usable when a global signature has not been defined.
FIXED: If live chat hand-off settings are configured and cherry picking is set as the distribution method agents will no longer be randomly marked as unavailable.
FIXED: Managers can now view survey answers as expected.
FIXED: POP importing will no longer prevent multiple messages from the same address from submitting tickets.
FIXED: Related tickets can now be detached properly from live chats
FIXED: SmarterTrack Communicator: An error will no longer randomly occur when adding additional accounts to the Communicator.
FIXED: SmarterTrack Communicator: Removing an account that is currently selected will no longer cause the Communicator to stop working.
FIXED: SmarterTrack Communicator: The call selection window opened by clicking on a phone number inside of SmarterTrack's management interface now loads correctly.
FIXED: SmarterTrack Communicator: The Communicator will no longer fail to load if a user's hard drive is too full.
FIXED: SmarterTrack Communicator: The Communicator will no longer stop working if all accounts are removed and the program is restarted.
FIXED: SmarterTrack Communicator: The incoming ringer sound now functions as expected and will no longer randomly cut out.
FIXED: Special characters will now be encoded properly when used in the To, CC, and BCC fields of ticket messages.
FIXED: The call confirmation window in the management interface no longer shows buttons on two lines.
FIXED: The live chat link settings page now generates the correct deferred chat scripts.
FIXED: The mobile interface will now encode ticket messages correctly.
FIXED: The send response to ticket event action will now properly utilize the Use Signature setting.
FIXED: The share button in the portal's knowledge base will no longer appear if no social networks have been configured.
FIXED: The Views column in the News section will now correctly show the number of times that news item has been viewed.
FIXED: There is now more spacing between paragraphs in the communication view of tickets.
FIXED: Tickets will no longer be automatically assigned to agents when cherry picking is the selected distribution method and an agent's receiving status is changed.
FIXED: Time zone information has been updated for daylight savings time.

Update Ticketsystem von der Version 8.1 auf 8.2

Sat, 08 Sep 2012 14:14:31 GMT

Wir wollen unseren Kunden einen sehr guten Service im Bereich des Supportes und der Administration der Projekte anbieten.

Aus diesem Grund wird am Wochenende 11./12.08.2012 unser Portal www.incodevsupport.ch von der Version 8.1 auf die neuste Version 8.2 aktualisiert. Die Version 4.0 haben wir seit Juni 2009 im Einsatz.

Ein Login via Webportal ist am genannten Wochenende nur reduziert möglich. Danke für Ihr Verständnis.

Die folgenden Modifikation werden implementiert:

Version 8.2.4632 (2012-09-06)
ADDED: Add menu on tickets now contains an option for Resolution.
CHANGED: Additional extensions will now be allowed for agent and user file uploads by default.
CHANGED: Additional root level headings in the tickets, chats, and call logs tree view are now clickable
CHANGED: Chat idle events will now run for chats currently in the queue.
CHANGED: Column prefix text has been removed from the Insert Canned Reply popup.
CHANGED: Counts are now showed next to department, group, and user level headings in the tree view of tickets, chats, and call logs
CHANGED: Deleted tickets, chats, call logs, and tasks can now be searched for from the advanced search page and undeleted.
CHANGED: Department selection text now supports HTML.
CHANGED: SmarterTrack Communicator: The file names for recorded phone conversations will now include the call log number.
CHANGED: SmarterTrack Communicator: The time for call logs is now displayed in local time rather than UTC.
CHANGED: When selecting the start date in a task, the due date will now be adjusted to an hour after the time selected for the start date.
EFFICIENCY: All sections will no longer be preloaded on initial load, resulting in a faster loading time.
EFFICIENCY: Significantly improved CPU usage and performance of web interface when many brands and/or departments existed in a SmarterTrack installation.
EFFICIENCY: SmarterTrack Communicator: Call recordings will now upload as a single audio file with the periods a customer is on hold edited out.
EFFICIENCY: SmarterTrack Communicator: Recorded call audio files will now upload faster on most systems.
EFFICIENCY: SmarterTrack Communicator: The client now uses less CPU and memory.
FIXED: A ticket's HTML view will now strip all potentially dangerous scripts.
FIXED: After scrolling, dropdown menus in the portal will now appear correctly.
FIXED: Agent status window will now function properly if you have a user in the same VOIP account group more than once.
FIXED: An issue, affecting some installs of Internet Explorer, that would cause live chats to be disconnected immediately upon creation has been fixed.
FIXED: Clicking "All Visitors" in Who's On now clears your previously selected filter.
FIXED: Closing a ticket that has a followup now removes the followup.
FIXED: Closing the window of an active live chat now prompts to ensure that the agent wants to close it.
FIXED: Custom fields can now be edited from the Compose tab of call logs as expected.
FIXED: Custom fields of the data type Date, DateTime, and Time, now show the correct value after editing one from the custom fields widget.
FIXED: Custom fields with the datatype of date, datetime, or time, now fill the current date and time when loading.
FIXED: Doing an advanced search for ticket, chat, or call log number no longer requires the dashes in the number.
FIXED: Group and Department Dashboards, as well as the Active Groups popup, are now ordered by Department then Group
FIXED: HTML line breaks are now properly preserved in emails.
FIXED: International characters in a subject of an email will no longer cause encoding errors on ticket forwarding.
FIXED: Links that do not contain a root or base url that start with "/" now will be checked via the broken link scanner with the base url appended to the beginning.
FIXED: New tickets can no longer be created through POP when users are configured without the Registered User role and the account does not accept new tickets.
FIXED: Queue and global ticket and chat counts in the tree view are now accurate.
FIXED: Replying to a ticket will no longer include the department's email address.
FIXED: Show HTML option when viewing a ticket now functions as expected.
FIXED: Signatures with horizontal rules will no longer break the tickets view.
FIXED: SmarterTrack Communicator will now start and stop recording properly.
FIXED: SmarterTrack Communicator: An issue causing the Communicator to not record the entire call conversation has been fixed.
FIXED: SmarterTrack Communicator: An issue that could cause multiple call recordings to be attached to a call log that they were not associated to has been fixed.
FIXED: SmarterTrack Communicator: An issue that could cause the hold button to stop functioning has been fixed.
FIXED: SmarterTrack Communicator: If a call ends while on hold the hold button will now properly reset itself.
FIXED: SmarterTrack Communicator: The line selection drop down list will no longer blink or reset the selected item while opened.
FIXED: The all visitors tree option in Who's On now shows visitors based on the brand selected
FIXED: The attach files button now functions as expected when replying to a ticket.
FIXED: The body of the ticket is now passed to the ticket external provider.
FIXED: The call overview report now displays data correctly when grouped by a custom field value
FIXED: The dropdown list for group selection in VOIP settings will now only display the groups the selected agent belongs to.
FIXED: The file manager for kb articles correctly uploads files.
FIXED: The management interface's forgot password link will now send an email with the password variable properly filled out.
FIXED: The ModifyCallLog web service call will no longer change the call log number of the call log being modified.
FIXED: The sidebar link for News in the Portal will now be hidden when the display news items setting is disabled.
FIXED: There is no longer a javascript error occuring when an attachment upload fails.
FIXED: Tree node counts are now updated on time and correctly.
FIXED: When adding a ticket to a new call log, the signature for the ticket is now filled out correctly on load.
FIXED: When creating new tickets, custom field values in the custom field widget will no longer have incorrect default values.
FIXED: When following a link to view a ticket on the portal and you are not logged in you will get an appropriate error message as well as be redirected to the ticket upon login.
FIXED: While editing a KB folder, the drop down list of parent folders is now ordered in alphabetical order.
REMOVED: The ability to view previously attached files and add new files when composing a new ticket message.