Added: New User Probation tab for administrators in the Security section, allowing for better User permissions and handling of bans.
Added: When banning a user, it's now possible to hide their posts and block their IP.
Changed: Sitemap creation now uses HTTPS if "Force all traffic over HTTPS" is enabled.
Changed: Sitemap will now exclude removed community posts.
Fixed: API issue where the CC address is being ignored when using "AddMessageToTicketFromUser".
Fixed: Attachment download link from the API is not working.
Fixed: Auto purge thread breaks with exceptions.
Fixed: Call Log Auto Delete thread fails.
Fixed: Importing tickets is failing to process all bounce messages correctly.
Fixed: Merging tickets on MySQL breaks.
Fixed: Some types of email headers indicating bounces were not being interpreted as such.
Fixed: The download link for the API GetTicketMessageAttachment Info displays an "invalid permission" message.
Fixed: The error logs are being filled with error entries from the AutoPurge thread.
Efficiency: Reduced network bandwidth and memory usage on queries involving Ticket messages.
Translations: New translations added for the probation settings for proper display in other languages.
Build 9175 (Feb 13, 2025)
Key Features
File De-duplication to prevent SmarterTrack from keeping more than one copy of an attachment per area. (I.e., Tickets, Chat, etc.)
Support for SQLite as the default database.
Release Notes
Added: A new Database management page that shows information about the current Database.
Added: Additional logging added for some missing MySQL queries.
Added: Detailed logging for ticket attachments, missing queries and indexing.
Added: The ability to convert the current database to a different supported database type from the Database Management page.
Added: The portal’s social network options and icons have been updated to include Bluesky and Threads.
Changed: Added meta tags for the Community search to block search engines from scrolling and indexing all pages.
Changed: Improved how redirects are handled across various pages.
Changed: Updated sitemap to exclude indexing of all community search tags.
Fixed: A permissions issue with Task creation.
Fixed: An issue occurred, triggering an error in the auto-purge thread for deleted departments.
Fixed: Attachments are being blocked from being included in Event emails.
Fixed: Background threads attempting to initiate while the setup wizard is open.
Fixed: Certain SQL Database names could not be used.
Fixed: POP imported tickets with special characters in the body display encoding errors.
Fixed: POP/IMAP email settings, new Call Log/Ticket windows, and the Transfer modal are referencing departments that have been deleted.
Fixed: Recent support tickets are not displaying correctly.
Fixed: Some user caches are not clearing properly when a user is deleted.
Fixed: The default Knowledge Base and News articles on new installations contain help links that are not secured with HTTPS.
Fixed: Trying to send an image through the actions in Events does not display correctly in the inbox.
Efficiency: Cleaned up sitemap creation to not include all of the community tags.
Efficiency: Performance improvements across SmarterTrack.
Efficiency: Updated the community performance for better use of caches (eg. The Community, Ticket Attachments, etc.)
Translations: Updated Translations.
Build 9056 (Oct 17, 2024)
Fixed: An issue affecting the Delivery Delay setting for Email which could cause a longer or shorter delay of ticket imports.
Build 9042 (Oct 3, 2024)
Added: Support for IMAP events.
Added: Tickets can now be imported from email using IMAP.
Changed: Diagnostics page now matches other products.
Changed: Updated geographic data.
Removed: The save button from Diagnostics > Current Thread Status and Log Files tabs since there is noting to save on those tabs.
Removed: The Save button in Email > POP and SMTP tabs since the save happens when creating the POP and SMTP accounts.
Fixed: Agent role permissions are not enforced properly when creating Canned Replies.
Fixed: An issue where "disabled thread" messages were incorrectly, and frequently, added to IMAP/POP logs.
Fixed: Creating an agent with a 100+ character password causes an error.
Fixed: Emails with German characters can occasionally break POP importing.
Fixed: Multiple accounts (IMAP/POP) importing to the same department triggers a comment saying that the ticket is going to multiple departments.
Fixed: The Download All attachments link can duplicate the files in the ZIP file.
Build 9007 (Aug 29, 2024)
Key Features
Administrators can now create their own Azure OAuth Connections using their own Microsoft client secret.
Release Notes
Added: A warning when changing SMTP/POP OAuth account settings that Reconnect is needed when making changes.
Added: Broken links detector now shows a warning on links that specifically reference HTTP instead of HTTPS.
Changed: Error log for POP/SMTP Thread not running to clarify what caused the error.
Changed: POP account form was cleaned up for OAuth to clarify the purpose of various input fields.
Changed: Renamed the "Test Settings" button on the integrations page to "Test Translations" to better reflect what is being tested.
Changed: Ticket Attachment Size does not generate immediately, but now shows for all time instead of a date range.
Changed: Ticket attachment sizes now show in megabytes or kilobytes, depending on size.
Changed: Ticket Attachments tab now has the option to show all attachments.
Fixed: An issue that could cause an error when responding to a ticket with an email that was used in a deleted POP account.
Fixed: An issue that could cause the Diagnostics page to break.
Fixed: An issue that could cause the management Login page to break.
Fixed: Autoresponders are not working after hours, despite being set to Always send.
Fixed: Departments "Email Importing" shows last OAuth account set up.
Fixed: Diagnostics page is showing a step of the AutoPurge Thread that is not accurate.
Fixed: Orphaned Ticket cleanup removes the orphaned tickets' attachments from the database but not the files on the disk.
Fixed: POP Settings does not show "Auth Username" after creating the initial connection.
Fixed: Survey question configuration fails to load that type's configuration options the second time.
Fixed: Ticket CC and BCC characters limit is being truncated.
Translations: Updated translations.
Build 8979 (Aug 1, 2024)
Added: New API's allowing attachments to be added to ticket messages.
Added: New Audit report for Ticket Attachment Size.
Added: New confirmation modal to the Diagnostics > Detailed Logging button.
Added: Office hours can now be set for autoresponders.
Added: The ability to create new Master Templates for system emails, email Event actions, and autoresponders that includes the ability set Master Templates by Brand.
Changed: Email Action modal has been update to be cleaner and easier to use.
Changed: Licensing page styling improved for readability.
Changed: Master Templates are now being used for all outbound emails except for Ticket Replies, Reports, and Error Logs.
Fixed: An issue that could cause some inbound Tickets to shows as HTML instead of plain text in the ticket communications tab.
Fixed: Clicking on the IP in Who's On does not open the map.
Fixed: Drafts of ticket replies can show underlined text.
Fixed: Employees are unable to post links in the Community.
Fixed: Google translations are not working.
Fixed: Survey reports with any filter selected display a fatal error when generating the reports.
Build 8928 (Jun 12, 2024)
Added: Homograph protection for Internationalized Domain Names.
Added: When an Organization has a comment on it, show the comment on all tickets from members of that organization.
Changed: Automated events now flag the email actions as autoresponses.
Changed: Email verification now handles the Unicode period.
Changed: If a received message From field has more than 10 email addresses in it, an autoresponder is not sent.
Changed: POP and SMTP now check and use the auth methods that are supported by the mail server.
Changed: POP will now check if the mail server supports UIDL, when "Leave On Server" setting is enabled, and will show an error if UIDL is not supported.
Fixed: An issue that could cause a ticket to break the preview page making it unable to be interacted with.
Fixed: An issue with Froala's Insert Image menu that causes the entire compose window to be highlighted and image is added as 3 attachments.
Fixed: Broken Links are showing for some KBs when their links cause redirects.
Fixed: Clicking on a message in the Spool pops up an empty page.
Fixed: Event emails can be sent with no body/HTML content.
Fixed: Opening a ticket from Microsoft Teams in a web browser and trying to add or delete a comment will cause the modal to not close.
Fixed: Pop retrieval failures occasionally cause incomplete .EML files.
Fixed: Strange errors can appear on the Self Diagnostic page.
Fixed: Styling on the generic error page for the Portal.
Fixed: The Edit buttons for KB feedback are not displayed properly in some browsers.
Fixed: The size of Move dialog box is too small.
Fixed: When creating/editing a Community post, some text is being set as a link when saving the post.
Fixed: When editing KB Feedback, some HTML tags are displayed.
Fixed: When the Department selector in Live Chat encounters an error, the error is not being displayed causing the page to look like nothing happens.
Translations: Added missing translations.
Build 8853 (Mar 28, 2024)
Added: Support for international domains across various areas, include POP and SMTP.
Fixed: Attempting to open a live chat from the User Details window results in an "Oops!" page.
Build 8839 (Mar 14, 2024)
Added: HSTS header for sites when "Force traffic of HTTPS" is enabled.
Added: Items to SmarterTrack Search “exclusions” list.
Changed: Event actions that support sending emails, like Send Reply to Ticket and Send Email, now use Froala.
Changed: Popup windows updated to have consistent sizes.
Changed: The "Post Links in KB Feedback" setting to "Post Links in Portal" to restrict link posting across the portal.
Changed: Updated the New Ticket Sources report to include Tickets by API and Tickets by Chat Widget.
Changed: User signatures now respect the post limit and Post link settings/permissions to prevent unauthorized links in signatures.
Fixed: Issue that could cause Azure translations to fail.
Fixed: Issue that could cause replies to tickets to fail to send under specific conditions.
Fixed: KB and News attachments are not respecting the permissions set for News and KBs.
Fixed: Radio Buttons and Multi Select Options do not work for Chat Surveys.
Fixed: Some external sender warnings in the subject line are being duplicated during ticket replies in SmarterTrack.
Fixed: The News Item could duplicate the Title text when Private, Draft, or Review is selected.
Build 8754 (Dec 21, 2023)
Added: A Take option to the ticket list right-click menu when viewing Recent or Recently Transferred view.
Added: Ability to click on a Community user's avatar image to view their profile.
Added: Ticket Number to User Details window.
Changed: A comment will be appended to new tickets when the sender includes POP accounts for multiple departments in the To or CC headers of the email, allowing agents to easily see the other intended recipients of the email.
Changed: When OAuth needs to be reconnected, the POP, SMTP and Error logs are more descriptive and avoid a null reference error.
Fixed: 'Cp1250' is not a supported encoding name.
Fixed: An agent's Max Tickets setting cannot be disabled; it always reverts to the previous entry.
Fixed: Brave browser cuts off the hyperlink window.
Fixed: Scenario in which a department could not be deleted due to mishandling of an event when the department and group containing matching IDs.
Fixed: Scenario in which enabling lock tracing can cause high CPU.
Fixed: When editing a VoIP account, the Group dropdown does not remember the previous selection.
Build 8572 (Jun 22, 2023)
Changed: "Force all traffic over HTTPS" is now "always on" for Hosted SmarterTrack customers.
Changed: Users who don't meet the community minimum allowing them to post links have links disabled in their signatures.
Fixed: Call log, chat, and task transfer modals display an unnecessary scrollbar.
Security: Fixed potential vulnerability. It is recommended to update to this version or higher.
Build 8545 (Jun 6, 2023)
Fixed: Brave browser has scrollbar in New > Comment modal.
Fixed: Going to the thread Moderation queue can result in a site error regardless of browser.
Fixed: In end user live chat "Tab mode", the color of the icon doesn't match the text properly.
Fixed: Issue that could cause ticket replies to fail on send.
Fixed: Knowledge Base showing broken links for URLs that are not broken.
Fixed: Several Portal styling issues.
Fixed: Some tickets don't move to "Active" status when Follow Up comes due.
Fixed: Survey complete event doesn't trigger when a user completes a survey for a chat.
Fixed: The selected ticket in the ticket list can change when the ticket list is updated.
Fixed: Unable to choose assigned agent when creating Task from Ticket/Live Chat/Call Log/etc.
Build 8524 (May 4, 2023)
Added: Active Agents pages can now be filtered by Brand.
Changed: For a new Task, the Owned By field only displays when the Task is started from a ticket or chat.
Changed: Several styling changes across various areas of the Management Interface.
Changed: The display of attachment icons for tickets is now limited in order to prevent a large number of attachments from causing display timeouts.
Changed: The Persian translation was renamed to be non-culture-specific.
Changed: When deleting an Agent with Canned Replies assigned to them you can now determine what happens to the Canned Replies.
Fixed: Agents without the Administrator role cannot detach tasks from tickets.
Fixed: Bottom Folder/Filter menus occasionally fail to function properly.
Fixed: Broken links showing up for yahoo.com.
Fixed: Community Digest email is not correctly creating the plain text part of the .eml file.
Fixed: Default font causing News editor to have invalid HTML.
Fixed: Drafts are no longer saved on Community replies.
Fixed: If a follow-up with a comment is edited without also editing the comment, the comment shows the new agent as the creator.
Fixed: In Agents/Administrators, the Last Login timestamp doesn't match the viewing administrator's time zone.
Fixed: Modals now size and position properly in Right To Left mode.
Fixed: Replies from multiple agents that are added as the To: address are failing.
Fixed: Right To Left languages show the top menus incorrectly.
Fixed: Tickets assigned to an inactive agent lose their pinned status.
Fixed: User signatures allowing CSS Styling.
Fixed: When geolocation fails to get a location, the IP addresses are hidden until IIS is reset.
Fixed: When performing an advanced search with only an email address, tickets are not sorted by Idle Time.
Fixed: When you try to print a live chat it only prints the first page.
Translations: Many translations were updated.
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