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)
Version 12.6.6648 (Mar 16, 2018)
A Google Maps API key is now required in order to use map functionality.
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.
Version 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.
Version 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.
Version 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.
Version 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.
Version 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.
Version 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.
Version 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.
Version 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.
Version 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.
Version 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.
Version 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.
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.
Version 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.
Version 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.
Version 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.