SmarterTrack Release Notes and Version History

11.0.5603 (May 5, 2015)

• Google reCAPTCHA is now a supported CAPTCHA option.

• Added: Ability to automatically moderate Community posts from new users.
• Added: CAPTCHA setting now affects adding new Community Threads.
• Added: Ticket Created event now has a Body Text condition.
• Added: Users can now be banned from posting in the community.
• Changed: Search indexer now includes words that are 3 characters long.
• Fixed: "Last Updated" in chat wait page now operates off of client time instead of server time.
• Fixed: A possible null reference exception when upgrading has been resolved.
• Fixed: An issue preventing Task Scheduler from starting in some cases was resolved.
• Fixed: Brand settings for Enable Login Form and Enable New User Registration now function properly.
• Fixed: If a user is not allowed to create new community threads, the message indicating such now appears in the proper location.
• Fixed: Tickets page in portal now shows the correct time the ticket was created when user time zone is different from server time.
• Fixed: User-level comments will no longer be double encoded.

11.0.5598 (Apr 30, 2015)

• New API Documentation Browser.
• New reports for the community that show how much users and agents are participating.
• New ticket view for Recent Tickets (any tickets that you have modified).
• Overall ticket limit can now be set for agents to prevent them from getting too many tickets.
• Recently Transferred view has been added to the Tickets section that contains all recent tickets that have been transferred away from you.
• Settings area was completely redesigned to simplify the initial setup and day-to-day administration of SmarterTrack. A list of all changes can be found in the KB article "SmarterTrack 11.x Settings Redesign."
• Significantly reduced memory and CPU usage and increased overall performance of the application.
• Spam-bot protection measures added to the portal.
• Users and Organizations section that allows for easy profile and settings management for users and organizations. Shows tickets, live chats, call logs, etc. related to both.

• IMPORTANT: SmarterTrack 11 now requires Microsoft .NET 4.5. Some changes to custom web.config files may be required.
• Added: A custom login URL can be set in the External Providers area to allow all sign-ons to be done through another site.
• Added: A variable for Survey HREF was added to survey template, so that users can add their own styled button.
• Added: Additional profile fields can now be stored for users, including address and phone numbers.
• Added: An option has been added to Diagnostics for "Email Address to Receive Errors."
• Added: An option to force HTTPS in the interface (a valid HTTPS certificate and IIS are required).
• Added: Community Reports - Employee Activity Overview.
• Added: Community Reports - Employee Activity Trend.
• Added: Diagnostics > Log Files grid is now sortable.
• Added: If an agent is marked as away for chat because they have a call log open, the call log page now indicates it.
• Added: If user does not have an account, a notification will now show at the top of the user details popup.
• Added: In the community, links will automatically be hyperlinked to their destinations.
• Added: New event action to subscribe to a community thread when a new one is created.
• Added: Permissioned employees can now see IP Addresses of community members that post threads and comments, and those IPs can be added to Security > Blacklist to prevent them from posting in the future in case of abuse.
• Added: RSS Feeds now have an option whether or not to show images.
• Added: Signatures can now be set for participants in the community.
• Added: Sort settings for Tickets, Chats, Tasks, and Call Logs are now persisted across browser sessions.
• Added: Survey result window now shows the agent and a summary of the item it is attached to.
• Added: Ticket Transferred event now has variables for First Message Body and Last Message Body.
• Added: Time logs can be automatically calculated and created for call logs, tickets, and live chats when the agent who owns it opens it for at least 1 minute.
• Added: User details popup now also includes the user details external provider snippet if one is defined.
• Added: Users can now set their avatars to "None" if they wish to.
• Added: When deleting a community category, the admin is now asked what should be done with threads that belong to the category.
• Changed: Deleting a group or an agent will now perform item transfers in the background, in case there are many items to reassign.
• Changed: If SMTP settings are not established, end users will no longer get alerts about not having verified email addresses.
• Changed: If user has avatar moderation rights, any avatar they upload will now be automatically approved.
• Changed: In auto-responder popup, options were moved to a secondary tab.
• Changed: Log viewer now sorts log files by date descending by default.
• Changed: Moved user configuration to the new Users and Organizations area. Employee setup remains in settings.
• Changed: New users may not post hyperlinks in community posts or comments.
• Changed: Portal pages that require a login to function (because of access restrictions or other reasons) now automatically show the login form.
• Changed: Surveys will no longer be sent to email addresses in the auto-responder blacklist.
• Changed: When posting a comment, email notifications are now delayed to allow end users time to edit the comment first.
• Changed: When ticket results cannot be sorted, column headers no longer show as sortable.
• Fixed: After registering a new portal user, the interface will properly reflect logged-in status.
• Fixed: An issue that caused browser stalling in some cases when the section was changed while the interface was being loaded.
• Fixed: Changing a ticket status from closed to another status will no longer send a survey.
• Fixed: Chat icon will no longer show up management side in non-activated installs.
• Fixed: Deleting a post or comment in the community now updates the last activity data properly.
• Fixed: Duplicate business hours will now be properly ignored.
• Fixed: If an email address is not a valid format, it will no longer be clickable when viewing tickets and chats.
• Fixed: IIS reset will no longer cause the page to gray out and the customer to be alerted if the session can be automatically restored.
• Fixed: Multi-line comments in the community now maintain line breaks.
• Fixed: NDR messages that do not contain identifying information will now be properly deleted instead of cluttering up the inbound failed spool.
• Fixed: On session timeout or IIS Reset, tickets and chat grids will no longer lose their filters.
• Fixed: Popup to Create a Ticket in the community will no longer close after a group is chosen.
• Fixed: Sizes of textboxes in popups corrected for High DPI monitors.
• Fixed: Unanswered survey questions that are not required will no longer impact overall survey scores.
• Fixed: When a chat goes from active to inactive, quick bar custom fields no longer vanish.
• Fixed: When a group is deleted, the assignment dropdowns will no longer show that group as a potential transfer target.
• Fixed: When an installation contains multiple brands, the "All Brands" mode in the Tickets area now lists departments correctly sorted.
• Fixed: When deleting a group or agent, it will no longer ask where to redirect items if there are none in the database of that type.
• Fixed: When no report data is available, a double border will no longer appear around the report.
• Fixed: When taking a survey, if a required item is left blank, the error message is now more friendly.
• Fixed: When you select "incoming ticket" checkbox, the Group selection box now shows properly.
• Efficiency: Faster startup times when SmarterTrack has many news items.
• Efficiency: Idle event thread no longer checks for tickets if there are no idle ticket events set up.
• Efficiency: Reduced memory usage for items loaded from the database.
• Efficiency: Reduced SQL traffic on many portal and management interface actions.
• Efficiency: Reduced the frequency of server calls performed by the browser.
• Efficiency: Updated jquery and other external integrations.
• Security: Additional security access and XSS checking for call logs, tickets, and live chat.
• Security: Caching disabled on some pages to prevent local storage.
• Security: Cookies are now marked as secure if user is using HTTPS.
• Security: In the My Preferences page, it now asks users for their old password before they can enter a new one.
• Security: Resolved an issue with caller verification for auto-complete.
• Security: Resolved an issue with sender verification in live chat.
• Security: X-Frame-Options header added with value of SAMEORIGIN added to prevent framing. If you wish for your install to allow itself to be embedded in a frame or iframe from your site, you will have to modify the web.config file to allow it.