SmarterTrack Release Notes

Issue Tracking and Online Help Desk

Important Notes

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

  • IMPORTANT: Build 12.6.6450 resolves an XSS vulnerability. It is recommended to update to this version or higher. (12.6.6450)
  • IMPORTANT: Build 12.6.6480 resolves a security vulnerability. It is recommended to update to this version or higher. (Thanks to Mehdi Security for the heads up.) (12.6.6480)

12.6.6723 (May 29, 2018)

  • Changed: If SMTP settings are not set up and there is no external provider, "Forgot Password" link should be hidden on portal and login page.
  • Fixed: AddTicketNoteHtml API doesn't properly store received HTML.
  • Fixed: GetTaskByID API returns "Nullable object must have a value" error.
  • Fixed: Task API reference not showing the right variable name.
  • Fixed: The email address field for a live chat Email Transcript accepts any entry with a period and an "@" instead of properly validating the format.
  • Fixed: Ticket attachments can be downloaded without being signed in.

12.6.6648 (Mar 16, 2018)

Key Features
  • A Google Maps API key is now required in order to use map functionality.
Release Notes
  • Changed: Added schema-less path for generated scripts.
  • Fixed: "Instructions for obtaining an API Key" link goes to the incorrect page on Google's website.
  • Fixed: An issue regarding the viewing of tickets in the portal with a verified email address when the letter casing doesn't match.
  • Fixed: Embedded chat causing error on event.data.split.
  • Fixed: In some cases, attachments are getting linked to ticket message from the management interface but not outgoing email.
  • Fixed: Issue that could cause the attachment link in live chat to show a missing file message when the file actually exists.
  • Fixed: Show HTML does not have a scrollbar on Mac.
  • Fixed: SMTP could possibly break if app pool is stopped while processing spool.
  • Fixed: Some foreign languages can cause end date in range selections to be blank.
  • Fixed: Some languages do not work correctly with the date picker control.
  • Fixed: When an event sends a reply to a ticket, the signature for plain text is not always in plain text.

12.6.6480 (Sep 28, 2017)

  • IMPORTANT: Build 12.6.6480 resolves a security vulnerability. It is recommended to update to this version or higher. (Thanks to Mehdi Security for the heads up.)
  • Added: Backup UIDL file is now created to help protect from losing UIDL file on file IO error, which can cause re-download of emails.
  • Fixed: Append to Ticket Attachment API call correctly appends to the attachment selected.
  • Fixed: Issue that caused required custom fields to fail when selecting first option when creating a ticket.

12.6.6450 (Aug 29, 2017)

  • IMPORTANT: Build 12.6.6450 resolves an XSS vulnerability. It is recommended to update to this version or higher.
  • Added: POP Accounts now have an email address field, so that department emails can be identified for accounts that do not use email addresses as logins.
  • Efficiency: Various performance improvements for larger installations.
  • Fixed: A missing Raw Content file will now show a proper message to the agent.
  • Fixed: A thread post awaiting moderation will no longer show as "Reported."
  • Fixed: After saving a change to a community thread post with a category, an errant checkbox will no longer appear.
  • Fixed: Changing groups assigned to users will now properly update everywhere immediately.
  • Fixed: If a brand is given multiple host headers, SmarterTrack will now save them correctly.
  • Fixed: If surveys are restricted from an agent's view, sorting the ticket list will no longer cause errors.
  • Fixed: Issue that could cause some live chat text to not being displayed to one end of the chat.
  • Fixed: Multiple Canned replies can now be properly set to draft at one time.
  • Fixed: Reports will no longer display incorrectly while browser was using other language settings.
  • Fixed: Resolved a rare issue that could cause the Users / Organizations area to be inaccessible.
  • Fixed: Resolved a rare issue with logging in to the management interface over HTTPS.
  • Fixed: Resolved an issue causing reports last 30 days and 7 days not displaying correctly.
  • Fixed: Resolved an issue during database creation on new installs.
  • Fixed: Resolved an issue that can cause community search results to not appear correctly when using MySQL.
  • Fixed: Resolved an issue that caused certain required custom fields to break.
  • Fixed: Resolved an issue that could cause pop retrieval to get stuck when retrieving Tickets from an email account.
  • Fixed: Resolved an issue that would move an agent to the bottom of round robin after they transfer a ticket to themselves.
  • Fixed: Resolved an issue where the default value of some Custom Fields could be overridden unintentionally.
  • Fixed: Resolved an issue with Copy/Pasting images into tickets.
  • Fixed: Using the API to close tickets will now properly send surveys.
  • Fixed: When the Ticket Created Event is fired, the action to Use Default User Profile will now work properly.
  • Fixed: When upgrading, departments will now have default chat messages.

12.6.6347 (May 18, 2017)

  • Fixed: Resolved an issue where the department tree was showing groups that should not have.
  • Fixed: Resolved an issue with email address parsing.

12.6.6338 (May 11, 2017)

  • Changed: If "Display folder in portal search menus" option is disabled for a KB folder, articles in that folder will no longer appear in the search.
  • Efficiency: Improvements for companies with large numbers of groups, departments, or brands.
  • Efficiency: Improvements to the way items are cached.
  • Fixed: An error message will no longer show when sometimes transferring a ticket to the queue.
  • Fixed: An issue that caused certain emails to not save correctly within the ticket has been resolved.
  • Fixed: An issue that could cause round robin ticket assignment to assign to the same agent repeatedly has been resolved.
  • Fixed: Copy/pasting images into ticket will now consistently deliver the image correctly.
  • Fixed: Custom field default values will now properly apply when "people" is chosen for the type of field.
  • Fixed: Customer info will be displayed properly in Ticket Time Log reports going forward.
  • Fixed: Events for 'Live Chat Count for Agent' and 'Live Chat Count for Department' now fire as expected.
  • Fixed: If an agent chooses auto-select when assigning a ticket, the ticket will no longer go to that agent if it should not.
  • Fixed: In an active chat, the Online Agents > Add Agent button now functions as intended.
  • Fixed: In some cases, if a ticket reply fails to send, they were not retrying properly.
  • Fixed: Line breaks are now preserved in live chats and live chat transcripts.
  • Fixed: Live chat website integration tab now auto-selects "Support HTTPS" if the global "Force HTTPS" option is enabled.
  • Fixed: On a new installation, buttons in setup wizard are now styled correctly.
  • Fixed: Profile notifications will no longer have empty "to" field for emails.
  • Fixed: Reply button on community posts no longer breaks when certain types of posts are made.
  • Fixed: Resolved a case when a NullReferenceException could occur when setting up new DB install.
  • Fixed: Resolved an issue that could cause the employee instant messaging and chat rooms features to not work properly.
  • Fixed: Resolved an issue where live chats were not getting translated properly.
  • Fixed: SMTP will no longer clear password on SMTP settings for an existing account if the user fails to re-enter it.
  • Fixed: The numbers generated in the department and group dashboards now show the correct numbers.
  • Fixed: The numbers generated in the user dashboards are now displaying correctly.
  • Fixed: When creating custom fields, dropdown will no longer show the field name as an option.
  • Fixed: When employee chat rooms or instant messaging are disabled, they will no longer display in the live chat tree.

12.5.6289 (Mar 23, 2017)

  • Efficiency: Increased optimization for brand caching.
  • Fixed: Case where some attachments were not saved correctly.
  • Fixed: Issue that prevented some old deleted tickets from being purged from the database.
  • Fixed: Issue that would show deleted users with open tickets, even though there were no open tickets during the timeframe selected.
  • Fixed: When Employees are removed from SmarterTrack, the MYSQL database now properly deletes that Employee.
  • Fixed: When using the Portal option, Email All My Tickets, the links that are included in the email now navigate to the Portal's Tickets section as expected.

12.5.6277 (Mar 13, 2017)

  • Changed: Modified the rules for email detection to allow ticket importing from email addresses that contain certain special characters.
  • Fixed: Agents who do not have role permissions to create knowledge base articles in specific folders can no longer assign articles to those folders.
  • Fixed: An issue that caused some tickets to send the wrong attachment when forwarding a ticket.
  • Fixed: Assigning an agent to a group now properly displays the agent as a member of that group in the Employee settings.
  • Fixed: Assigning an agent to a group now properly displays the agent as a member of that group in the Group settings.
  • Fixed: Cases where an event fired every minute rather than the frequency set in the event action.
  • Fixed: For help desks with multiple brands, transferring multiple tickets at a time now properly displays the group(s) associated with the brand that's selected by default.
  • Fixed: The event action ‘Set Ticket Priority’ now works as expected.
  • Fixed: Tickets are now properly assigned to the agent chosen in the agent selection field rather than the agent who created the ticket.

12.5.6250 (Feb 9, 2017)

  • Added: Additional logging for a case where an email was not sent in response to a ticket.
  • Added: Support for Microsoft Azure Translation services.
  • Changed: When creating and transferring tickets in the Tickets section, agents will no longer see a brand if they are not a member of that brand's groups or departments.
  • Efficiency: Improved a caching mechanism that could potentially cause locking issues.
  • Efficiency: Improvements made to the way and frequency that the database is checked for upgrade.
  • Efficiency: Major events system optimization
  • Efficiency: Optimized caching on the left tree when viewing public departments.
  • Fixed: "Before Live Chat" text now shows correctly on the live chat link when a translatable string is used.
  • Fixed: A case where Groups were not available when transferring tickets.
  • Fixed: An issue that prevented a new database to be created.
  • Fixed: Changing the brand now properly loads the agent list for tickets.
  • Fixed: The Brand name now properly shows on the portal when a translatable string is used.
  • Fixed: Username is now properly translated on the Forgot Password modal.

12.4.6186 (Dec 8, 2016)

  • Added: Exception logging into LoadUidlFile catch statement for an issue where it looked like the file wasn't loading.
  • Added: IncludeQueue to the SearchCriteria of the GetChatBySearch Web Service.
  • Fixed: A case where "and" was hardcoded instead of using the Global Language String.
  • Fixed: An issue where live chat hyperlinks were not always clickable.
  • Fixed: Autoresponders now properly honor days of the week.
  • Fixed: Custom Fields in signatures no longer throws a null reference exception.
  • Fixed: Customer ID is now properly returned for CreateTicket, CreateTicketWithDate, CreateTicketFromCustomer, and CreateTicketFromCustomerWithDate Web Services.
  • Fixed: Deleting a group now properly pulls the agent ID for call logs.
  • Fixed: Duration column now sortable in Tickets area.
  • Fixed: Recurring tasks are marked as deleted when deleting an agent.
  • Fixed: SmarterTrack Communicator now works on environments where TLS 1.0 is disabled.
  • Fixed: The 'Select All' keyboard shortcut, Ctrl/Cmd + A, now works within the ticket composition window.
  • Fixed: The thread that handles auto-locking of tickets now processes in batches.
  • Fixed: Ticket subject updates correctly when the subject is changed within the interface.
  • Fixed: Vimeo videos now work properly when embedded in a Community post.

12.3.6128 (Oct 13, 2016)

  • Changed: File size on the mobile interface now adjusts the abbreviation to the corresponding file size.
  • Changed: Various changes to SmarterTrack in order to work with WHMCS 6.x and 7.x.
  • Fixed: A rare case where links were not clickable in certain scenarios.
  • Fixed: An issue that left orphaned records in the database after upgrade.
  • Fixed: An issue where changing pages on a ticket search would wipe out the search.
  • Fixed: An issue where SmarterTrack live chats were not getting translated properly.
  • Fixed: An issue where the Day of Week event condition was not working.
  • Fixed: Attachments on iOS devices are now displayed as expected.
  • Fixed: Coaching tags in live chat now display properly for the person who entered the coaching message.
  • Fixed: Editing a survey now works as expected.

12.2.6074 (Aug 18, 2016)

  • Added: External RSS Feeds Name now uses Translatable Links.
  • Added: Portal Header Band is now customizable under the Brand > Portal Settings.
  • Added: Translatable strings can now be used for Community Thread Categories in the portal.
  • Changed: The Google Analytics Site ID setting has been moved to the Options tab of a brand's settings, in order to allow Google Analytics tracking for multiple brands/portals. (Previously located at Configuration > Connected Services.)
  • Fixed: A case where Survey Reports would not load correctly.
  • Fixed: An issue that prevented an upgrade process from 11.x to 12.x to complete successfully.
  • Fixed: An issue that prevented Tickets from merging together.
  • Fixed: Call Time Logs Audit reports now load as expected when filtering by groups.
  • Fixed: Department Names configured to use Translatable strings now display correctly when configuring live chat links.
  • Fixed: Department Selection Message for Live Chats now displays as expected.
  • Fixed: Departments now show correctly in the chat dropdown selection when using translatable strings for departments.
  • Fixed: Departments using Translatable Strings now display correctly under the Autoresponders tab.
  • Fixed: Departments using Translatable Strings now display correctly under the POP tab.
  • Fixed: Display names now properly show special characters when created through the Portal.
  • Fixed: Display Names now sort as expected when viewing Tickets.
  • Fixed: Download All Attachments now works as expected.
  • Fixed: Knowledge Base Articles are now sorted by name on the main Knowledge base page.
  • Fixed: Unpinning a ticket when scheduling a follow up now works as expected.
  • Security: Restricted access to Users and Organizations areas.

12.1.6004 (Jun 9, 2016)

  • Changed: Email notifications are no longer sent for comments when unsubscribed from a thread in the Community.
  • Changed: SmarterTrack no longer references ON PRIMARY during database upgrades.
  • Fixed: An issue that prevented RSS Feeds from properly displaying in the Portal.
  • Fixed: An issue that prevented threads reported as abuse to be queried properly in MySQL.
  • Fixed: Date custom fields now display as expected.
  • Fixed: Grid no longer shows in advanced search unless needed.
  • Fixed: In-line attachments no longer duplicate when a draft is automatically saved.
  • Fixed: Live chat now functions when SmarterTrack is configured as a virtual application.
  • Fixed: SMTP Settings now save properly in MySQL.
  • Fixed: Surveys now scroll as expected.
  • Fixed: Translatable strings now display correctly on Dropdown custom fields.

12.0.5976 (May 12, 2016)

  • Changed: Application level logging efficiency changes.
  • Fixed: An issue that prevented MySQL Databases from upgrading to SmarterTrack 12.x.
  • Fixed: An issue that prevented the process of upgrading from a previous version to complete successfully.
  • Fixed: Live Chat now shows browser and operating system information properly.
  • Fixed: When a user disconnects from a live chat, the "Disconnected from User" is now only shown once the chat has ended.

12.0.5962 (Apr 28, 2016)

  • Added: Incoming messages that are deleted due to abuse detection are now logged appropriately.
  • Changed: Text for Agent and User password reset settings to better differentiate between the two.
  • Fixed: All links inserted into a live chat via a canned reply will now open in a new window/tab, when applicable.
  • Fixed: Call Time Logs custom report items now load as expected.
  • Fixed: Chat Time Logs custom report items now load as expected.
  • Fixed: Description for TicketPartInfo has been updated to provide correct information in Tickets Web Service Documentation.
  • Fixed: Inserting multiple in-line images now works as expected.
  • Fixed: Live chat on mobile devices now properly updates when the chat is transferred between agents.
  • Fixed: Live chats now pop out into a new window when taken from within the Management Interface.
  • Fixed: Send Canned Reply event action now works as expected.
  • Fixed: Tickets are now distributed properly based on department settings.

12.0.5949 (Apr 15, 2016)

  • Fixed: An issue where configuring VOIP Settings caused the dropdown options to hang.
  • Fixed: An issue where tickets were not viewable in the portal if multiple email addresses were provided.
  • Fixed: Date Time Custom Fields now properly show in the ticket list.
  • Fixed: Embedded files are now included properly.
  • Fixed: Live chat requested details are now translated correctly based on the language selected.
  • Fixed: Negative numbers are no longer allowed when configuring the max call length in VOIP Settings.
  • Fixed: Negative numbers are no longer allowed when configuring the max number of lines in VOIP Settings.
  • Fixed: Searching banned users now works as expected in the Portal.
  • Fixed: Tasks will no longer be created indefinitely when using the Task Scheduler.

12.0.5932 (Mar 29, 2016)

  • Added: A warning is now given on the login page and login modals if the browser has cookies disabled.
  • Added: Ability for users to delete their own conversation threads.
  • Added: Ability to ban/unban users in the Community.
  • Added: Ability to print is now available for tablets.
  • Added: Ability to search banned users in the Community.
  • Added: Administrators can upload images for "online" and "offline" statuses for the embedded live chat widget.
  • Added: Administrators now have the ability to customize text, on a per department basis, that can be used for Live Chat Invitations.
  • Added: Agents can now change the subject of the ticket through the management interface.
  • Added: Agents now have the ability to use custom variables when composing a live chat invitation request.
  • Added: An API-driven type of live chat link that can be embedded directly into the Portal or a website and persist across pages while allowing for the chat to be popped out into its own window.
  • Added: Banned tab in the Community that allows administrators and moderators to manage banned users.
  • Added: Email notifications indicating that a private conversation update has been received in the Community.
  • Added: Moderators can now delete Community conversation messages that have been reported for abuse.
  • Added: Portal alert indicating that a private conversation update has been received in the Community.
  • Added: Preview area to review live chat customizations prior to implementation.
  • Added: Private conversations between users and agents in the Community can be enabled/disabled by both users and agents.
  • Added: Private Conversations can now be reported for abuse within the Community.
  • Added: Shortcut within a user’s Community profile for agents to quickly start a ticket, view tickets for the user or view all user details.
  • Added: The first line of a new live chat now indicates to the agent where the live chat originated.
  • Added: Top Contributors and Recent Contributors now show in the Community.
  • Added: User profiles and private conversations that have been reported for abuse will appear on the Moderate tab in the Community, allowing for administrators and moderators to handle reports of abuse.
  • Added: User Profiles in the Community that display Community Activity, Contact Info, and Statistics.
  • Added: Users can now be reported for abuse within the Community.
  • Added: Who's On live chat invitations now use the embedded live chat widget when enabled.
  • Changed: Description of "Blacklist User" to "Ban IP Address".
  • Changed: Instructions to add Tags to Community Threads in the Portal has been clarified for users.
  • Changed: Knowledge Base article breadcrumbs in the Portal are now clickable.
  • Changed: Knowledge Base folders are now clickable in the Portal, allowing only the contents of that folder to be displayed.
  • Changed: Live Chat invitations now clearly identify the recipient as the user who is logged into SmarterTrack, when available.
  • Changed: Live chat transcripts sent by email are now easier to read.
  • Changed: Live chats that were assigned to the queue now show when viewing all active and inactive chats within the management interface.
  • Changed: User Agent definitions updated to include all of the latest browsers when viewing visitor details in Who's On.
  • Changed: When handling a live chat, "Agent is typing..." has been changed to include the agent’s name.
  • Changed: When using Advanced Search in the management interface, 'All Agents' now includes anything assigned to the queue.
  • Changed: When viewing an individual knowledge base article in the Portal, an icon now indicates its status -- whether it be Private or Draft.
  • Changed: When viewing an individual news item in the Portal, an icon now indicates its status -- whether it be Private or Draft.
  • Changed: Who's On Live Chat invitations have been restyled to match the Portal look and feel.
  • Changed: You are no longer able to invite someone to a live chat that is currently in a live chat.
  • Efficiency: A clean-up process has been added to remove orphaned files within SmarterTrack in order to reduce the overall number of files on the server.
  • Efficiency: Avatars are compressed after 30 days of inactivity to reduce disk space and reduce the number of files on the server.
  • Efficiency: Call recordings associated to call logs are compressed after 7 days of inactivity to reduce disk space and reduce the number of files on the server.
  • Efficiency: Idle system events now only look for custom fields that are used, not all custom fields available.
  • Efficiency: Raw contents for tickets are compressed after 1 day of inactivity to reduce disk space and reduce the number of files on the server.
  • Efficiency: Ticket attachments are compressed after 7 days of inactivity to reduce disk space and reduce numbers of files on server.
  • Fixed: An issue where custom reports sorting was not properly saving.
  • Fixed: An issue where if only an image was the only thing included in a Knowledge Base article, the preview would incorrectly say that there was 'no content to display'.
  • Fixed: An issue where in-line images were not properly displayed when a virtual directory was used.
  • Fixed: An issue where survey questions were being cached as you moved between surveys, causing questions to be added incorrectly to surveys.
  • Fixed: Cases where embedded content from Youtube, Vimeo, etc. would be stripped from Community posts.
  • Fixed: Deleted tickets that have not been purged are now marked in the database as "closed and locked".
  • Fixed: Moderators can no longer ban each other within the Portal.
  • Fixed: Print preview for Who's On now works as expected.
  • Fixed: Raw HTML is no longer shown within the chat transcript.
  • Fixed: The setup wizard now properly assigns the SMTP settings for the brand.
  • Fixed: URL's now properly word wrap within the Community.
  • Fixed: Users can re-report a conversation if needed.
  • Fixed: When a "Copy To Address" is set for an agent, the correct link to the ticket is now provided.
  • Fixed: When deleting a brand, you now have the option to reassign the RSS feeds to another brand.
  • Fixed: Who’s On Invitation History now shows the correct information for a user.
  • Fixed: Who’s On live chat invitations now only show departments for which live chat is enabled.
  • Removed: Surveys can no longer be sent through a Who's On system event.
  • Removed: Who's On live chats are now invite based only. The ability to force a user to chat has been removed.