Home/SmarterTrack/SmarterTrack Release Notes

Important Notes

There are several important release notes to be aware of before upgrading to this version.

  • 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. (10.0.5157)
  • 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. (10.0.5157)
  • 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. (10.0.5157)
  • IMPORTANT: A new HTTP Handler was added to the web.config file. Users using custom web.config files will need to add the handler as defined in the web.config file included in the installer. The handler path to copy contains the path HttpHandlers/Management. (10.6.5549)

Version 10.6.5661 (Jul 2, 2015)

  • Changed: Web API svcOrganization CreateUser and CreateUser2 functions now automatically add the Everyone and Registered User roles.
  • Fixed: Date pickers will now properly accommodate non-default locales.
  • Fixed: Event actions will now properly save when organizational custom fields exist.
  • Fixed: Logout now expires cookies for custom forms authentication domains properly.
  • Fixed: Selecting a specific language, such as English (United Kingdom), will now apply properly.

Version 10.6.5619 (May 21, 2015)

  • Changed: Misconfigured event actions will no longer put large amounts of logs into the Events.log file.
  • Fixed: Call Log reports will now show Avg. Session Length properly in MySQL.
  • Fixed: Cost estimate report will no longer show cost as a negative value on MySQL.

Version 10.6.5605 (May 7, 2015)

  • Added: Event logging is now optional, and can be controlled through web.config's EnableEventSystemLogging setting.
  • Added: Ticket Created event now has a Body Text condition.
  • Changed: Search indexer now includes words that are 3 characters long.
  • Efficiency: Search index updates are significantly faster on Microsoft SQL Server.
  • Fixed: "Last Updated" in chat wait page now operates off of client time instead of server time.
  • Fixed: After a ticket survey, close button will now work properly in Safari.
  • Fixed: An issue preventing Task Scheduler from starting in some cases was resolved.
  • Fixed: Button colors now display correctly in older versions of IE.
  • Fixed: Deleting a KB folder that used to be referenced by a department's auto-responder will now function properly.
  • Fixed: Department can now be properly changed for tickets created from chat.
  • Fixed: Follow-up time for tickets will now properly follow agent's selected time zone.
  • Fixed: Organizational custom fields will now be properly hidden in event conditions where they do not apply.
  • Fixed: Replies to tickets from versions before 10.x in which the reply was embedded in the signature block now appear correctly.
  • Fixed: When no one is active for chats and you force invite someone to chat. It will no longer send them to a "sorry we missed you" page.

Version 10.6.5584 (Apr 16, 2015)

  • Added: Additional protections against stalled SSL / TLS connections.
  • Changed: EULA has been updated to accommodate white labeling.
  • Fixed: Adding or saving a comment will now properly mark a ticket or chat for re-indexing.
  • Fixed: After a ticket is transferred or taken, the view will now be refreshed properly.
  • Fixed: Download All action in Ticket > Attachments tab will now properly ignore deleted attachments.
  • Fixed: Queue time will now correctly record for live chat sessions that include welcome messages.
  • Fixed: Removing agent-group relationships now functions properly on case-sensitive databases.
  • Fixed: Signature will now be properly excluded from saved messages when creating incoming tickets.
  • Fixed: Survey variables embedded within a signature will now work in locales other than English.

Version 10.6.5577 (Apr 9, 2015)

  • Efficiency: Performance on moderate to high volume MySQL installations greatly improved.
  • Efficiency: Reduced number of queries used for AFK status.
  • Fixed: Failover installations of SmarterTrack will no longer show "This node is not currently active" immediately following an application pool start.
  • Fixed: Measures added to POP3 Importing to prevent SSL/TLS session negotiation failures from stalling the import.

Version 10.6.5563 (Mar 26, 2015)

  • Added: Portal Settings page now verifies that if new user registration is enabled, user login form is enabled as well.
  • Added: Safety checks were added to svcTickets/AddTicketAttachment to ensure that the ticket message passed belongs to the ticket number passed.
  • Changed: "Max Uploads for New Tickets" setting in Ticket Settings now works for replying to tickets as well. Field renamed to "Max Uploads" to reflect the change.
  • Changed: Custom fields area moved to the top of print preview pages.
  • Changed: Deleting groups or departments will no longer trigger events on every single item transferred as a result.
  • Changed: Survey links now last for 365 days instead of 30.
  • Efficiency: Deleting a group or a department now transfers tickets, calls, and chats much more efficiently.
  • Fixed: A database exception will no longer be caused when transferring a ticket on case sensitive databases.
  • Fixed: An issue with internationalized dates on follow-up popup.
  • Fixed: Drop down menus will now function properly when a page contains an iframe (like an embedded video).
  • Fixed: In rare circumstances, POP retrieval sessions would stop. This has been resolved.
  • Fixed: Print preview window for tickets, live chat and calls now show custom fields properly.
  • Fixed: Reminders window will now properly add line breaks.
  • Fixed: Resolved an issue where an old survey offered on a ticket could cause a new survey to not be available.
  • Fixed: Styling on Management Interface change password page fixed.
  • Fixed: Who's On script generation will no longer add duplicate quotes when using HTTPS.

Version 10.6.5550 (Mar 13, 2015)

  • Fixed: Attachments can now be properly viewed in Live Chat.
  • Fixed: Required yes/no custom fields with no default value now validate properly.
  • Fixed: Styling corrected for Send File button in live chat popup.

Version 10.6.5549 (Mar 12, 2015)

  • IMPORTANT: A new HTTP Handler was added to the web.config file. Users using custom web.config files will need to add the handler as defined in the web.config file included in the installer. The handler path to copy contains the path HttpHandlers/Management.
  • Added: Advanced search pages now allow users to filter their search term to certain locations (e.g. subjects, comments, etc.).
  • Changed: GetTicketAttachments Web service now includes ticketMessageId in return.
  • Changed: GetTicketConversationPartList now includes IsDraft for each ticket message.
  • Changed: On advanced search pages, "Search In" renamed to "Items to Include" and moved down below date range.
  • Fixed: All host headers show in Get Assistance area.
  • Fixed: Certain emails do not appear properly in SmarterTrack.
  • Fixed: Consistency issues with boolean custom fields have been resolved.
  • Fixed: Custom fields defined as drop-down boxes will now show "- Choose One -" properly based on whether or not the field has a default value.
  • Fixed: Custom fields now properly get sent to event actions.
  • Fixed: Email for custom reports will now show the same data as when it is viewed in the management interface.
  • Fixed: Languages that are attached as the default for a department will now indicate that the department must be changed before they can be deleted.
  • Fixed: Recent News RSS Feed now passes W3C Validation.
  • Fixed: RSS feeds downloaded from websites that are not entirely compliant with HTTP will now download properly.
  • Fixed: Search box now properly sets the focus when advanced search pages are entered.
  • Fixed: Upgrades for MySQL will now be more tolerant of tables or indexes that already exist.
  • Fixed: When a language is deleted, it will automatically set any linked KB Articles, Canned Replies and News Items to All Languages.
  • Security: Resolved a permissions issue with call logs and tickets.

Version 10.5.5515 (Feb 6, 2015)

  • Added: Custom fields setting page now shows the default value in the grid.
  • Added: New web service added to accommodate WHMCS module version 2.0.
  • 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 (Dec 4, 2014)

  • 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 (Nov 25, 2014)

  • 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 (Nov 6, 2014)

  • 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 (Oct 30, 2014)

  • 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 (Oct 24, 2014)

  • 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 (Oct 23, 2014)

  • 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 (Sep 19, 2014)

  • 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 (Sep 8, 2014)

  • 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 (Jul 24, 2014)

  • 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 (Jul 14, 2014)

  • 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 (Jun 19, 2014)

  • 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 (Jun 12, 2014)

  • 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 (May 8, 2014)

  • 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 (Apr 24, 2014)

  • 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 (Mar 20, 2014)

  • 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 (Mar 10, 2014)

  • 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 (Feb 27, 2014)

  • 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 (Feb 13, 2014)

  • 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.