SmarterTrack Release Notes and Version History

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.
• 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.
• Efficiency: The surveys page now loads results faster, especially for installs with a large amount of surveys.

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.
• 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.
• Efficiency: Loading time for the ticket page in the Portal has been significantly reduced.

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.
• 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).
• 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.
• Efficiency: Ticket searches by email are now performed significantly faster.

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.

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.

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 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: The 'Post Reply' button could cease to function after a user edited a comment.
• 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.

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 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 '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 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.
• 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.
• 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.
• 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.