SmarterTrack Release Notes

Issue Tracking and Online Help Desk

Build 6984 (Feb 15, 2019)

  • IMPORTANT: Due to improvements to how search terms are indexed, we suggest reindexing your installation.
  • IMPORTANT: Due to the changes in the SmarterTrack database, you cannot downgrade or restore your installation to previous versions.
  • Added: "Last Used By" user and date information in Canned Reply preview headers.
  • Added: Ability to directly insert a canned reply from the Insert Canned Reply grid view.
  • Added: Ticket event condition for if a follow-up is scheduled.
  • Changed: Community search results are now sorted by last post date.
  • Changed: Modified the calculations for the Ticket Response Time report for more accurate reporting.
  • Changed: Report names in the report navigation tree are now simplified.
  • Fixed: "No Items Selected" modals are displayed with the title "Delete Confirmation".
  • Fixed: A recently deleted attachment does not get sent or displayed properly in a reply.
  • Fixed: Agent Group Activity Report could briefly display when switching between other reports.
  • Fixed: Agents not assigned to any groups can create new tickets, but have empty group and agent dropdowns.
  • Fixed: Agents who only have edit or create permissions for a KB subfolder, but not any of its parents, cannot select the folder to save a KB article in.
  • Fixed: Attachments don't properly delete from a ticket reply.
  • Fixed: Automatic time logging not working for chats.
  • Fixed: Business Hours and Holidays modals have the buttons on the left instead of the right.
  • Fixed: Canned replies edited with "Clear Formatting" have issues when inserted into a chat.
  • Fixed: Captcha image border color is not following the custom portal color settings.
  • Fixed: Chats sometimes do not pop out when using a MySQL database.
  • Fixed: Clearing the KB Helpfulness votes does not update the header until the preview pane is refreshed.
  • Fixed: Color selector when editing a chat link is cut off on the right.
  • Fixed: Dates may not be consistently converted to the same time zone if the user's time zone settings in SmarterTrack do not match the settings on their machine.
  • Fixed: Deleted custom fields are still shown as condition options when creating a new event.
  • Fixed: Email template validation is case sensitive when checking for required variables.
  • Fixed: Error message not displaying when trying to delete the default language.
  • Fixed: Error when trying to create a new signature.
  • Fixed: Files with a capitalized extension don't upload in chat even if the extension is in the allowed list.
  • Fixed: Folder dropdown when editing a canned reply is not properly sorted.
  • Fixed: Group and Department dashboards allow managers to see groups and departments they are not members of.
  • Fixed: If an agent has participated in a Chat Room, and then the permissions for the room are modified to exclude that agent, their chat icon will still turn yellow once new messages are added to the chat.
  • Fixed: If the default brand has SMTP set to "none", outbound emails without any specific department or brand information cannot be sent.
  • Fixed: If the UI auto navigates to the Users page, such as after a page refresh, the content pane shows the employees instead of the users.
  • Fixed: In the user details, selecting multiple chats or tickets and clicking the View button does not display a warning that you can only select one item.
  • Fixed: Live chat time logs cannot be edited or detached.
  • Fixed: Merging several tickets from a user's page triggers an error.
  • Fixed: On the Who's On page, the Live Chat Invitation action is not verifying that a user is selected.
  • Fixed: Searching the user list while it is still loading causes display issues.
  • Fixed: Some canned replies containing links are improperly cleaned when included in a ticket message, resulting in the message losing content when sent.
  • Fixed: Some words are improperly tokenized during search indexing and when performing a search.
  • Fixed: The edit Task windows are not opening with a consistent size.
  • Fixed: The Forms content pane is not properly HTML encoding special characters.
  • Fixed: There is extra padding above the quick search field for Tasks.
  • Fixed: Threads get marked as unread for an agent who modifies the status.
  • Fixed: Trying to start a chat in IE11 doesn't work.
  • Fixed: Users who should be able to view, but not create, tickets on the portal are not able to access the tickets section.
  • Fixed: When editing a POP account, the department dropdown is not sorted alphabetically.
  • Fixed: When upgrading SmarterTrack, if no supported language is selected as the default, generic English is added as the default language, even if there is already a generic English entry.
  • Fixed: When using MySQL and upgrading from version 11 or earlier, a SQL syntax error occurs.
  • Fixed: When viewing a thread, the clickable area for links in the right column extend beyond the link text.
  • Fixed: While creating a signature, the Insert Variables control disappears when the selection in a dropdown list is changed.
  • Removed: "Ticket Average Follow-up Response Time" report columns from multiple reports.

Build 6957 (Jan 29, 2019)

  • Added: "Replies Inserted Into Chats" column For Canned Reply Contribution, Canned Reply Contribution Trend, Canned Reply Popularity, and Canned Reply Popularity Trend reports.
  • Fixed: Can't create a new database when running with an alternate language and the server has the relevant language pack installed.
  • Fixed: Canned Reply "Inserted into Chats" are not logged, causing popularity reports to be inaccurate.
  • Fixed: For installs using MySQL, the Ticket Time Logs report is not correctly reporting if reports are billable.
  • Fixed: Forwarding messages from two different tickets - or using the Reply with Copy or Quote options from two different tickets - opens both in the same window, causing the first compose content to be lost.
  • Fixed: If the app pool doesn't have permission to access the App_Data directory, a fatal error is encountered during the setup wizard.
  • Fixed: Installs using MySQL may not fully log ticket, chat, and call log history details.
  • Fixed: Sending a ticket message when using MS Edge sometimes causes the formatting of the message - including line breaks - to be stripped.
  • Fixed: Tickets which have had a form sent can causes errors during the ticket purge process.
  • Fixed: When creating a Canned Reply, attempting to save without a title or body causes an endless spinner.
  • Fixed: When registering a user on the portal, the time zone selected is not properly saved.
  • Removed: Unnecessary date filters from the following reports: Flagged Canned Replies, Flagged KB Articles, Flagged News Items, Stale Canned Replies, Stale KB Articles.

Build 6948 (Jan 9, 2019)

  • Changed: Google Roboto font is now embedded in the project and no longer requires external internet connection to request the font.
  • Changed: Show error message if user tries to add an attachment with a name longer than 90 characters instead of automatically truncating the file name.
  • Fixed: Attempting to embed the interface in an iframe at a specific domain (example.com) does not work, but a subdomain (test.example.com) does.
  • Fixed: Deleting a custom field from the grid completely clears the grid.
  • Fixed: Editing or adding a User or Employee does not save.
  • Fixed: Error when trying to find duplicate attachments for News Items.
  • Fixed: Foreign Key issue when upgrading a MySql DataBase.
  • Fixed: Tasks not associated with a related item can be saved without an assigned agent.
  • Fixed: Text changes are not preserved after clicking save when the editor is in "code view" mode.
  • Fixed: The KB Articles Modified report indicates that all KB articles are getting modified multiple times per day by Internal System.
  • Fixed: Ticket purge can hang on deleting attachments within broken Zip files.
  • Fixed: Tickets created using the API are processed incorrectly for round robin assignment.
  • Fixed: When a ticket survey dropdown or Yes/No question is not answered, the summary shows that the question was answered with "- Choose One -".
  • Fixed: When integrating a button style chat link into an external website, using a predefined image causes the button to scale to fit the window.
  • Removed: "Dropdown with text" custom field type.

Build 6928 (Dec 20, 2018)

  • Fixed: "Load Default" for Auto Responders is visible for all tabs instead of just the Contents tab.
  • Fixed: Autoresponders not properly saving the "Browse KB Text" setting.
  • Fixed: If there is an autoresponder assigned to a department which is not connected to a brand, the database upgrade fails.
  • Fixed: In live chat surveys, dropdown custom fields that are required allow users to select "- Choose One -" as the answer.
  • Fixed: It is possible to get multiple toasts indicating that you are running the free edition.
  • Fixed: Menus aren't displaying properly when using a right-to-left language.
  • Fixed: MySQL syntax error during database upgrade.
  • Fixed: Resize panel motion is backwards when using a right-to-left language.
  • Fixed: Saving a knowledge base article without any languages selected causes an endless spinner.
  • Fixed: Selecting a Brand while editing or creating a signature causes an error.
  • Fixed: When running SmarterTrack in a sub path (such as http://example.com/support), attempting to add an action to an event triggers an error page.
  • Fixed: Yes/No custom fields are not showing in the user chat widget.
  • Removed: Google+ sharing links from knowledge base articles and news items.

Build 6922 (Dec 14, 2018)

  • Added: A "- Choose One -" type option to custom fields in the embedded chat.
  • Fixed: A user's avatar may be removed when their user settings are updated.
  • Fixed: Cannot open a chat listed as a related item on a call log.
  • Fixed: Chat popup windows are not consistently sized.
  • Fixed: Custom drop down fields are not properly selecting the default values in the client side chat interface.
  • Fixed: If there is an autoresponder that's not related to a department, the database upgrade fails.
  • Fixed: In the management interface, KB Feedback is displayed as raw text instead of HTML, resulting in HTML tags being visible.
  • Fixed: Merge and view buttons not showing up in the Userperview page.
  • Fixed: No error message for the user when an Admin tries to take a ticket in a group that they do not belong to.
  • Fixed: Sometimes, an admin modifying their own roles does not save properly.
  • Fixed: Styling in conversations in the Portal.
  • Fixed: The activate license modal has an unneeded scroll bar.
  • Fixed: The group drop down on the Ticket Transfer modal isn't sorted properly.
  • Fixed: The Role Required list when creating a community category is not sorted alphabetically.
  • Fixed: Ticket Messages with a <base> element break sending replies.
  • Fixed: When creating a call log, not selecting a group does not display the correct error message.
  • Fixed: When editing AutoResponders, changes to the associated departments are not properly displayed.
  • Fixed: When LastPass autofills logins, submitting a KB feedback or thread post can trigger Chrome to ask if you want it to remember your password.
  • Fixed: When switching conversations in the portal, text entered in the new message field for one message is carried over to the next.
  • Fixed: When Track is installed on a subpath (www.example.com/support) images in KB and News items don't work.
  • Removed: "Email comments of community posts in which I participate" user setting.

Build 6911 (Dec 3, 2018)

  • IMPORTANT: Due to the significant changes in SmarterTrack, you cannot downgrade or restore your installation to previous versions.
  • Added: "Download All" for attachments in a ticket message that contains attachments.
  • Added: A new brand setting to specify the minimum role type necessary to access KB articles from the portal.
  • Added: Ability for Admins/Managers to change the AFK status of other agents.
  • Added: Ability to clone KB Articles.
  • Added: Ability to clone News Items.
  • Added: Ability to clone Users.
  • Added: Ability to create a new Community thread out of an existing reply or move a reply to an existing thread.
  • Added: Ability to manage the active agents for a group.
  • Added: Ability to relate chats to call logs, and call logs to chats.
  • Added: Added rel="nofollow" to user profile links to prevent web crawlers from analyzing profiles.
  • Added: API method to retrieve internal ticket status that includes the locked status.
  • Added: Auto-hyperlink URLs in KB feedback.
  • Added: Cancel button when editing Community posts.
  • Added: Cancel button when editing KB feedback.
  • Added: Canned Replies can use translatable strings for folder names.
  • Added: Completed Live Chats can be translated.
  • Added: Create new ticket APIs to allow specifying BCC addresses. New APIs are AddMessageToTicketWithBcc, AddMessageToTicketWithBccFromUser, AddMessageToTicketWithDateAndBcc, and AddMessageToTicketWithDateAndBccFromUser.
  • Added: Global ticket setting to set the default Reply button.
  • Added: History log entries for "Add Related Item" and "Remove Related Item".
  • Added: KB Articles can use translatable strings for folder names.
  • Added: Long press opens context menu on mobile devices.
  • Added: New API with the ability to include CC addresses when creating a ticket.
  • Added: New GetTicketMessageAttachments API call to retrieve ticket attachments for a single ticket message.
  • Added: New link permissions settings.
  • Added: Option for admins to resend user verification email from the management interface.
  • Added: Replies to a problem thread can now be marked as the Resolution.
  • Added: Send button added to the embedded chat widget next to the reply text field.
  • Added: Take ticket option to the tickets Actions menu and the context menu.
  • Added: The ability to add a comment to a user while editing the user.
  • Added: Ticket counter for the Follow-up view.
  • Added: Ticket messages can be translated.
  • Added: Ticket subject on portal now displays subject length limit.
  • Added: Ticket visible fields setting now includes standard data fields.
  • Added: UI indicator that there is at least one unread agent-to-agent chat message.
  • Added: Warning when changing the type of a custom field.
  • Added: When clicking on a non-registered email address from tickets, have the ability to create a new user from the user detail page directly.
  • Added: When marking a community thread as sticky, a duration can now be specified.
  • Added: When viewing a user, the completed forms associated with that user are now available.
  • Added: When viewing an organization, the completed forms associated with that organization are now available.
  • Changed: "Change Password" page styling now matches the "Registration" page styling.
  • Changed: Admin accounts are now able to see all tickets.
  • Changed: Agent signature now used when forwarding a ticket message.
  • Changed: Agents now stay in the same section when refreshing the page instead of going back to Tickets.
  • Changed: Assigned agent is displayed in the details for any Active Global chats.
  • Changed: Community profile activity now shows all threads that the user has participated in or subscribed to.
  • Changed: Dragging-and-dropping files into the ticket compose window will now add the file as a ticket attachment rather than inserting an in-line link.
  • Changed: Email Chat Transcript option is hidden if the associated brand has SMTP settings set to "None" and department is set to use brand settings.
  • Changed: Employees are no longer able to make tickets or call logs for brands they are not a part of.
  • Changed: External provider info moved above the scrollable area in chats.
  • Changed: Froala editor is now in place, replacing older CKEditor.
  • Changed: ntext fields are now nvarchar(max) for SQL Server installs.
  • Changed: Portal signatures no longer have a character limit.
  • Changed: Prevent Base64 encoded images from being included in Community posts.
  • Changed: Reply editor is now hidden from banned users.
  • Changed: Survey rating question use drop-down instead of radio buttons.
  • Changed: Tasks no longer have a history, and the header now includes "Last Modified".
  • Changed: The default ValidDocumentExtensions setting has been simplified to only include .*
  • Changed: The delete brand modal only shows items that the brand currently has.
  • Changed: The department setting for "Allow all agents to see contents" has been replaced by the settings "Allow advanced search for all agents to return contents of this department" and "Allow all managers to see the contents of this department".
  • Changed: Upgraded to .NET 4.7.2.
  • Changed: Upgraded to jQuery 3.1.
  • Changed: View News role permission was replaced with a Brand setting.
  • Changed: When a user's Avatar is denied a message shows that it was denied.
  • Changed: When configuring manual chat events, the Idle Minutes condition is no longer required.
  • Changed: When forwarding a ticket, HTML is used instead of the plain text, if it is available.
  • Changed: When triggering a manual event, the modal for selecting the event and the modal for verifying the actions related to the event have been merged.
  • Changed: When using one of the AddMessageToTicket API methods, if the to address is not provided and the ticket is from the customer, name of the department that the ticket is assigned to is used.
  • Efficiency: Perform batch deletions using a background thread to prevent locking the interface.
  • Fixed: AdBlock and AdBlock Plus may hide the News icon in the portal header.
  • Fixed: Adding groups to an employee triggers a SQL error and an oops page.
  • Fixed: After replying to a question thread and editing the answer, the tab title is no longer properly HTML encoded.
  • Fixed: Can't edit a POP account that is associated with a deleted department, preventing the POP account from being assigned to another department.
  • Fixed: Chat survey score stars are not being properly filled.
  • Fixed: Deleted departments/pop accounts are still being processed for new emails.
  • Fixed: Deleting threads as part of deleting a community category can break if there are attachments.
  • Fixed: Draft save toast notification no longer shows multiple times.
  • Fixed: Follow-up modal not presented properly for a ticket opened from a "Related Items" tab.
  • Fixed: For tickets, Add > New Call Log is not showing the Related Item record while creating the call log.
  • Fixed: Get from Queue action is available when looking at advanced search results.
  • Fixed: If a userID is not specified when using the API to add a ticket message, the message is created as if it is from the account used to authenticate the API.
  • Fixed: If stored files need to be archived, and the zip file already exists, the files are deleted without adding them to the zip archive.
  • Fixed: Issues with unneeded redirects for KB articles based on language.
  • Fixed: Manual events don't refresh the History tab for Live Chats.
  • Fixed: Moderation reason sometimes showing in the wrong language.
  • Fixed: Quoted text not correctly formatted.
  • Fixed: Safari and Chrome for Mac not rendering background color properly for the Approve/Deny buttons on the Avatar Approval page.
  • Fixed: Saving call log without agent triggers endless spinner.
  • Fixed: Thread modals can put some web crawlers into tracing loops.
  • Fixed: Threads list doesn't use the full space on mobile.
  • Fixed: Ticket replies sometimes take 15 seconds or more to send.
  • Fixed: Ticket subjects aren't cleaned the same in ticket view and user detail grid.
  • Fixed: Ticket view doesn't update when group is deleted.
  • Fixed: Unsupported file types can no longer be sent in a chat.
  • Fixed: User dashboard sorting by username instead of displayname.
  • Fixed: User experience was greatly improved when using "Select All" in an area with a large number of items (such as completed chats in production).
  • Fixed: Username/email address fields in portal profile are too narrow.
  • Fixed: Using Back to Community Threads doesn't update the thread status.
  • Fixed: Using Select All in a content pane when only one item is shown causes an endless spinner.
  • Fixed: Using Take on an advanced search result item collapses the menu bar.
  • Fixed: When a chat is transferred from an agent, and later back to that agent, the chat does not pop up again.
  • Fixed: When deleting an attachment from a ticket reply, the entire window is refreshed.
  • Fixed: When multiple items are selected, cancelling the delete confirmation deselects the items.
  • Fixed: When opening a page in management interface, all buttons flash before hidden.
  • Removed: Canned Reply history tab.
  • Removed: KB article history tab.
  • Removed: Management interface "Comments" from KB.
  • Removed: News Item history tab.
  • Removed: Tabs that only contain non-editable data have been removed when editing a user or organization.
  • Removed: The "Department Selection Message" brand settings for live chats and tickets.
  • Removed: Unused language strings.