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SmarterTicket is now a legacy product and is no longer available for new purchase. SmarterTools recommends SmarterTrack.
- FIXED: Create Incoming Ticket page was throwing an exception or showing a 404 error for installations with build number 2805 or 2806.
- FIXED: Forwarding would not function properly if an incoming email contained a null character encoded within the body of the message.
- FIXED: If Issue Classifications are added to a department and then the Classifications feature is disabled without deleting the Classifications, the "submit a ticket" page would sometimes refuse to accept tickets.
- FIXED: Session timeouts were occasionally causing an error on customer-facing submit ticket page
- FIXED: Uploaded skins would not work without manually modifying the generated controls.
- ADDED: Changes to online resource URLs (like the online help) to accomodate more features and better help filtering in the future.
- ADDED: Logging added for activation and licensing
- EFFICIENCY: General performance improvements to several items to speed up the interface.
- FIXED: Attachments sent out from the system were using incorrect filenames.
- FIXED: The "enable auto-close" checkbox was not properly functioning in some cases.
- ADDED: Field added to the search page to allow sorting results newest first or oldest first.
- FIXED: "Ambiguous match found" error on activation page when running under .net 2.0.
- ADDED: "Customer's Tickets" link added to View Ticket page that shows all tickets from the same email address.
- ADDED: "Domain's Tickets" link added to View Ticket page that shows all tickets from the same email domain.
- ADDED: Ability to disallow new tickets via email by department (only tickets created through web interface or web service permitted). Corresponding Email Template added to allow customization of response for blocked emails.
- ADDED: Add/Edit Department screen now shows a warning that all email in the POP account will be downloaded and removed.
- ADDED: An option was added to My Settings that always shows waiting tickets in the My Tickets page, for those who want to explicitly close tickets by hand.
- ADDED: Custom quick links can be added to agent interface in General Settings
- ADDED: Default font face and size for replies can now be set in My Settings. Predefined responses will use these settings as well when the font is not overridden in the predefined response.
- ADDED: Drop down history list now shows an asterisk (*) next to replies that have attachments with them, for easier identification.
- ADDED: Get Tickets email now shows status of tickets
- ADDED: Installer program added to facilitate setting up SmarterTicket.
- ADDED: Issue classification system added for departments, allowing for setting of priority and escalation group by issue type (web submitted tickets only)
- ADDED: License validation with audit tracking
- ADDED: New Audit Report - Agent Workload, which shows common performance metrics for a specified time period.
- ADDED: New Audit Report - Most Active Customers, which shows the email addresses that started the most tickets in the system in a time period
- ADDED: New Audit Report - Most Active Domains, which shows the email domains that started the most tickets in the system in a time period
- ADDED: Option in Web Support Settings to allow attachments to be uploaded through the Submit a Ticket page (defaulted to ON)
- ADDED: Option to require CAPTCHA verification before submitting a ticket through the web interface.
- ADDED: Related Links bar also shows up in ticket reply page for easy access to notes, etc.
- ADDED: Spell Check added to "Create Incoming Ticket" page
- ADDED: SQL Server 2005 Express Edition installer program to make getting started easier.
- ADDED: Transfer notes now show the date and time the note was entered (including "take ownership" notes)
- ADDED: When an agent is viewing a KB article, an Edit button is now available that allows that agent to quickly edit the article in a pop up.
- ADDED: When saving a department that uses POP importing, the temporary folder permissions will be checked first to help ensure that no import errors will occur.
- CHANGED: Create incoming ticket shows department and group name in "Assign this ticket to me" field instead of just group name.
- CHANGED: Database password is now a masked password field.
- CHANGED: Database test function now also checks to make sure database exists, not just if the database server can be reached.
- CHANGED: Email notification will not be sent for emails that get received with invalid base-64 encoding in any attachments. (Common in certain types of Spam / Viruses)
- CHANGED: Error Logs can now be viewed by all administrators, not just the primary administrator
- CHANGED: Get Tickets HTML email altered to enclose ticket information in a table to make it easier to use.
- CHANGED: Menu and Treeview controls updated for better performance and browser support.
- CHANGED: Raw content size limit set to 64 KB for new databases.
- CHANGED: Registration is no longer necessary when running the Free Edition of SmarterTicket
- CHANGED: Search Tickets and Recent Tickets now default to showing most recent tickets first.
- CHANGED: Test database function removed - it is now performed automatically when saving database connection info.
- CHANGED: Text editor on ticket reply page now increases height dynamically on larger screens
- CHANGED: Uploaded attachments from Submit Ticket and Reply to Ticket pages now get temporarily stored in Config\Temp instead of Attachments\AgentName folder.
- CHANGED: Various changes to the online help
- CHANGED: Waiting icon changed slightly to help color blind users quickly tell the difference between open and waiting tickets.
- FIXED: A blank search will return to the root KB page.
- FIXED: Adjusted database table creation scripts to fix a problem involving bit fields when using MySQL 5 which broke a component used to query data from MySQL.
- FIXED: An issue with event validation when running under .Net 2.0 was resolved. (Uncommenting a section in the web.config file is necessary if running under 2.0)
- FIXED: Attachments embedded within winmail.dat files are now imported properly and accessible from the ticket interface.
- FIXED: Attachments with filename indicated in "content-type" header were not being imported correctly.
- FIXED: Auto-close was not firing for departments that were not set as visible to customers.
- FIXED: Enter key now works when searching KB articles.
- FIXED: Error log entries now writes dates in a consistant format
- FIXED: Extra spaces were being added in the top of replies when using FireFox
- FIXED: Get Tickets will no longer fail completely if there is a problem retrieving a single ticket.
- FIXED: If a Reply-To address is passed in an email, SmarterTicket will now use that for correspondence instead of the From address.
- FIXED: Improved charting to make it easier to read
- FIXED: KB pages were sometimes not showing language file strings correctly.
- FIXED: MySQL component updated to resolve a few rare bugs
- FIXED: Predefined responses are now inserted at the cursor position instead of at the beginning of a reply (HTML mode only)
- FIXED: Remember me will now work with bookmarked pages
- FIXED: Replies to tickets sent through View Ticket in the customer interface will now be forwarded properly.
- FIXED: When adding a new agent, defaults now exist for Recent Tickets and Tickets per Page.
- FIXED: Resolved a MySQL 5.0 database creation error: "BLOB/TEXT column 'Signature' can't have a default value"
- FIXED: Problems parsing emails sent with multipart boundaries that contain spaces have been resolved.
- FIXED: Emails imported sent from Yahoo addresses were sometimes failing due to boundary markers with colons in them
- FIXED: Emails to and from accounts that use Plus Addressing now function as expected.
- FIXED: Fixes to allow MySQL 5.0 to be used
- FIXED: HTML Auto-responders were adding extra spacing
- FIXED: Searching with no options selected no longer throws an exception
- FIXED: Ticket history now saves the name of the agent that closed the ticket.
- ADDED: Added Tickets per Page option that allows agents to choose how many tickets display at once in the ticket list page.
- ADDED: Web service added to create a new incoming ticket
- CHANGED: Auto-responders are no longer size limited to 4000 characters in SQL Server and MSDE
- CHANGED: Full version number appears at top of each page instead of just showing first two parts. (ex. 2.6.2305 instead of 2.6)
- CHANGED: New Tickets renamed to "Active Tickets" in sidebar, for better recognition
- EFFICIENCY: Recent Tickets updated to handle MySql 4.0 and improved in performance
- FIXED: FreeTextBox bug with certain hosting providers. Used an alternate method of resource gathering as a workaround
- FIXED: Initial response time reports no longer count tickets that were initiated by agents, which was increasing the average response time statistic.
- FIXED: KB Sub-cateogry indicator was not showing sub-category names correctly
- FIXED: KB was not properly restricting private articles
- FIXED: KB was not showing most popular articles from sub-categories
- FIXED: Performing a bulk transfer to a group without specifying an agent was throwing an error.
- FIXED: The following items now support non-ascii characters on Microsoft SQL Server, MSDE, and MySql 4.1 or higher: Auto-responders, department names, department email friendly names, group names, group descriptions, agent friendly names, agent login names, agent passwords, KB Category names, KB Subjects, KB Author names, KB body text, KB keywords. (Changes to text encoding in General Settings may be necessary for items sent through email)
- ADDED: Agent name can now be inserted into friendly name of response (<a target="_blank"
href="http://support.smartertools.com/Customer/KBArticle.aspx?articleid=64">more
info</a>)
- ADDED: Direct links to find all open or all waiting tickets (<a target="_blank"
href="http://support.smartertools.com/Customer/KBArticle.aspx?articleid=63">more
info</a>)
- ADDED: Services\svcTickets web service added to allow remote systems to query number of open tickets for an agent
- ADDED: SmarterTicket can now be run under HTTPS
- EFFICIENCY: FreeTextBox component updated for better performance and stability
- EFFICIENCY: MySQL component updated for faster performance
- FIXED: Category drop down in predefined responses is no longer case-sensitive
- FIXED: Emails with content of type multipart/signed will now properly import attachments
- FIXED: Hebrew ISO encoding was mispelled in the encoding drop-down
- FIXED: Important security issue with attachments resolved
- FIXED: Logging out and handing off tickets would not send forward emails to new agents assigned to issues.
- FIXED: Some MySQL users received the error "Packets out of order; Commands out of sync; You can't run this command now"
- FIXED: Transferring a ticket to another department or group without specifying a specific agent would not send forwards
- FIXED: When > 500 results are shown in the queue, the rows were not properly sorted before limiting the 500 that do show up, leading to some messages getting hidden that should show in the result set
- FIXED: When SmarterTicket fails to import an email, it will reconnect and attempt to download the other messages on the server in order to avoid getting "stuck" on emails that timeout when downloading
- FIXED: When you click on spell-check immediately after editing body text of a message in FireFox, the message was occasionally reverting to its previous contents
- CHANGED: On submit ticket page, the input focus is now set to the email address field by default.
- CHANGED: When adding a new agent, some default settings have changed to reflect common usage
- FIXED: Agents without groups can now log in to SmarterTicket
- FIXED: Email addresses in links embedded in autoresponders and "get tickets" emails are now properly encoded to allow for special characters.
- FIXED: If an agent's weight is set to 0, and there are tickets in the queue, the agent may be assigned tickets when changing his status to active for the group.
- FIXED: Javascript error on "Create Outbound Ticket" page when no front line group defined
- FIXED: My Tickets sidebar was not appearing when using MySQL (bug introduced last version)
- FIXED: Replying to a ticket immediately after merging it could cause an error.
- FIXED: String table entry missing for "--------- original message ---------" text in plain text replies
- FIXED: When editing an agent/group relation, the weight was not getting selected properly if the existing setting was "0 - Will not auto-receive"
- ADDED: Auto-Responder ignore list that allows you to add email addresses and domains that will not receive auto-responders
- ADDED: Friendly names can now be set for department email addresses
- ADDED: Recent Tickets
- CHANGED: Menu component updated to allow greater browser compatibility
- FIXED: A very rare looping issue was resolved regarding forwarding and automated email systems
- FIXED: Customer replying to a deleted ticket no longer affects initial response times adversely
- FIXED: MySQL 4.0 losing settings on IIS reset
- FIXED: Search page no longer shows departments that the agent logged in does not belong to
- FIXED: Sidebar search shows departments when agent logged in is an admin
- FIXED: Text encoding of email addresses
- FIXED: Text encoding of emails that have invalid Quoted-Printable characters no longer fail
- FIXED: Tickets with no from address (delivery failures) no longer fail to load
- FIXED: Very long attachment names without extensions will no longer stall the mailbox importer
- FIXED: When replying to a ticket, adding an attachment no longer causes Send Menu to lose its font styles
- ADDED: Active directory integration option for agent passwords
- ADDED: MySQL users can now specify port number using IP:port in database settings
- ADDED: Response time summary report
- ADDED: Unread message indicator that hilites new messages and messages with follow-ups for agents
- ADDED: Windows username identifier added to self-diagnostic checkup page to aid with permission settings
- CHANGED: Deleted tickets no longer affect initial response time reports
- FIXED: Double-spaces and accented characters on web submission of tickets no longer cause problems with MySQL
- FIXED: International characters are supported for MySQL (MySQL version must support Unicode)
- FIXED: KB articles with no category do not make customer side KB pages error out
- FIXED: Saving database settings when permissions are set incorrectly on Config folder now gives a proper warning
- FIXED: SmarterTicket now falls back on the standard authentication mechanism when connecting to POP Servers that are unable to authenticate with APOP. Fix put into place for GoDaddy.com users.
- FIXED: Some Javascript errors with FireFox were fixed in the customer side
- FIXED: Special characters and accented characters are now permitted in the General Settings pages
- FIXED: The Department Initial Response Time report was showing incorrect data in certain circumstances
- FIXED: The Order Now menu item was appearing for licensed versions
- FIXED: URL links that point to the support site can now be embedded in auto-responders
- SECURITY: Added additional security checks for customers viewing tickets
- CHANGED: KB Defaults to visible for new installations and upgrades
- CHANGED: Menu and Tree controls have been updated to support Safari and to reduce load time.
- FIXED: At the main knowledge base entry page, private subcategories were showing in the search dropdown
- FIXED: The value of Auto-Refresh on the edit agent page is now populated correctly
- CHANGED: Separated POP and SMTP servers in department setup
- CHANGED: When transferring a single ticket, the currently assigned group will be selected by default
- FIXED: Agents can now edit Knowledge Base content
- FIXED: Changing reply selector drop down box now works in FireFox
- FIXED: Private KB categories and articles will always be hidden from anonymous users
- FIXED: Safety check added to prevent adding a user without a username
- FIXED: The Response Time Report was not working for non-admins
- FIXED: Tickets were showing up multiple times when using MySQL 4.1. From the time of update, no new tickets should have duplicate rows.
- ADDED: "Your Company Name" field added to General Settings which changes the text on the browser window
- ADDED: Knowledge Base
- ADDED: Raw Content limit option in General Settings that restricts how much of the raw content is actually stored in the database. If active, results in a smaller database footprint at the expense of the raw content view for a ticket.
- CHANGED: "application/octet-stream" is now a detected attachment type
- CHANGED: The subject field now wraps in the ticket view page
- CHANGED: Category drop down box is now sorted in the "Insert Predefined Response" popup box
- FIXED: FireFox issue with Action menu resolved
- FIXED: Plain text editor now appears at appropriate width in FireFox
- FIXED: Several bugs were resolved when connecting to MySQL 4.02 databases
- ADDED: Efficient ticket searching
- ADDED: Full HTML / Plain Text viewing and composing
- ADDED: Multi-language interface
- ADDED: Mutli-language spell checking
- ADDED: Ticket priority levels
- CHANGED: Completely redesigned interface
- CHANGED: Database size reduction of approximately 50%
- CHANGED: Speed and stability enhancements
- NONE: Initial release of version 2.0
Click
Here for the release notes for version 1.x
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