Home/SmarterTrack/SmarterTrack Release Notes

Important Notes

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

  • IMPORTANT: Administrators who do not have the agent role now only have access to the reports and settings sections of the management interface. (7.0.4197)
  • IMPORTANT: The database administrator and administrator roles have been merged. Administrators now have access to database-related settings. (7.0.4197)
  • IMPORTANT: The manager role is now the only role that can access global items in tickets, live chats, call logs, and tasks. (7.0.4197)
  • IMPORTANT: Due to Google's announcement that its translation API will be a paid service as of December 1, auto-translation of knowledge base articles and live chats is now disabled by default. If upgrading from a previous version of SmarterTrack, the system administrator will need to reconfigure translation settings. (7.4.4338)

Version 7.8.4653 (Sep 27, 2012)

  • Fixed: Event actions from ticket idle events now fire as expected.
  • Fixed: Improved how a customer's email address is determined when a ticket is submitted via POP.
  • Fixed: POP importing will now function as expected when ticket submission requirements are not set to anonymous user.
  • Fixed: The Call Overview report now displays data when grouped by a custom field value.
  • Fixed: The CreateTicketFromCustomerWithDate web service method will now assign a ticket to the specified agent.
  • Fixed: The event system can now retrieve ticket information on relevant ticket related events.
  • Fixed: The ModifyCallLog service call will no longer change the call log number of the call log being modified.

Version 7.7.4527 (May 24, 2012)

  • Fixed: A customer's email address must now match the email address on the ticket to be viewed in the portal.
  • Fixed: Advanced searches for tickets now functions as expected.
  • Fixed: An employee's hourly rate will now default to the proper formatting when adding an employee with non-US currency locales.
  • Fixed: Clicking the brand logo in the portal will now redirect user's to the correct URL.
  • Fixed: Disabling knowledge base ratings will now remove the "Ratings" column from the knowledge base area in the portal.
  • Fixed: Grids throughout the management interface will now be able to load more than 75 items when SmarterTrack is running in IIS 6.
  • Fixed: The survey email template now includes its variable drop down menu.

Version 7.6.4450 (Mar 8, 2012)

  • Changed: Knowledge base translations created via Microsoft Translator or Google Translate are now cached so users who refresh the page will not be resubmitting text for translation.
  • Changed: Managers can now view all call logs in the system.
  • Fixed: A potential security vulnerability in the mobile interface is now resolved.
  • Fixed: Adding a ticket message via Web services now uses the isHtml parameter correctly.
  • Fixed: Chat room permissions now function as expected.
  • Fixed: Deleting knowledge base folders that have had several searches performed on them now functions as expected
  • Fixed: Departments with an auto-responder configured can now be deleted properly.
  • Fixed: Exporting reports to .CSV now functions as expected.
  • Fixed: Inserting a translation string into a muti-line text box in system settings now functions as expected.
  • Fixed: Logged in portal users will no longer see duplicate email address fields on the ticket submission page.
  • Fixed: The custom message displayed for department selection when submitting a ticket from the portal now renders HTML properly.
  • Fixed: The event action variable #commenttext# now functions as expected.
  • Fixed: The list of tasks in the content pane now automatically updates after adding or editing a task.
  • Fixed: The option to display the live chat link in the portal now functions as expected.
  • Fixed: The URL sent with survey invitations now functions as expected.
  • Fixed: Tickets are now sorted correctly when changing between pages on the portal
  • Fixed: Tickets automatically fowarded to an agent's altnernate email address now display HTML content correctly.
  • Removed: The tracking status condition has been removed from Who's On events.

Version 7.5.4412 (Jan 30, 2012)

  • Fixed: Changes to email templates can now be saved as expected.
  • Fixed: SmarterTrack installations that use certain versions of MySQL will now function as expected.

Version 7.5.4408 (Jan 26, 2012)

  • Added: A link to the WAP interface on the management interface's login page.
  • Changed: Adding a comment to a ticket will no longer mark it as unread for the author of the comment.
  • Fixed: A warning now displays to agents if the system has automatically removed an expired attachment from a new ticket message.
  • Fixed: An error is no logged if a customer ends an auto-translated live chat.
  • Fixed: An error will no longer be logged when the same action (such as tranferring a ticket) is performed on multiple times on the same ticket.
  • Fixed: Auto-logout settings now function as expected in SmarterTrack Enterprise with Load Balancing Functionality.
  • Fixed: Changing the date range on the survey conversion rate report now functions as expected.
  • Fixed: Emails sent using the event system are now formatted properly,
  • Fixed: Exporting knowledge base search reports in CSV now functions as expected.
  • Fixed: Inserting a language string into a textbox now functions as expected.
  • Fixed: Knowledge base articles can now be purged as expected.
  • Fixed: Knowledge base articles now update correctly after an action (editing, rating, commenting, etc.) is performed on them.
  • Fixed: Knowledge base articles set to all languages can now be viewed in the portal when linked as a translation to another knowledge base article.
  • Fixed: Knowledge base folders can no longer be deleted if an auto-responder is displaying results from that folder.
  • Fixed: New version notifications now function as expected.
  • Fixed: System administrators are now required to specify a default language.
  • Fixed: The browser's default language is now always used in the portal.
  • Fixed: The Compose and HTML tabs at the bottom of the canned reply window now display correctly.
  • Fixed: The forgot login email template can now be modified as expected.
  • Fixed: Tickets with attachments that were started from the portal now properly forward to the assigned agent when ticket forwarding is enabled.
  • Fixed: Trend reports no longer display data for dates outside of the selected range.
  • Fixed: Viewing survey results by brand, department or agent now functions as expected.

Version 7.4.4338 (Nov 17, 2011)

  • IMPORTANT: Due to Google's announcement that its translation API will be a paid service as of December 1, auto-translation of knowledge base articles and live chats is now disabled by default. If upgrading from a previous version of SmarterTrack, the system administrator will need to reconfigure translation settings.
  • Added: An insert button to the canned reply popup when composing a ticket message.
  • Added: Incoming and outgoing live chat messages can now trigger events based on the content of a sent message.
  • Added: Support for Microsoft Translator when auto-translating live chats and knowledgebase articles.
  • Added: The option to prevent incoming chats from being assigned to a specific agent if the agent is editing or creating a call log.
  • Added: The priority and status now displays in the ticket or live chat header.
  • Added: To help system administrators manage translation service subscription costs, SmarterTrack now tracks how many characters and requests your server has attempted to translate.
  • Changed: Advanced searches now query for items from January 1, 2000 by default.
  • Changed: Composing a ticket message on a Google Android device now uses the plain text editor.
  • Changed: SmarterTrack now sends locked out users instructions on how to reset their password when they click the Forgot Password link in the portal.
  • Efficiency: Active live chats now interact with the database more efficiently.
  • Efficiency: Reduced the amount of memory SmarterTrack requires to perform search indexing.
  • Efficiency: Reduced the amount of time required to start SmarterTrack.
  • Fixed: Adding a comment to a ticket no longer causes the ticket reply window to crash in Internet Explorer 7 and 8.
  • Fixed: Custom roles can now be assigned to users on a SmarterTrack.com hosted site.
  • Fixed: Expanded the query for quick searches performed in the tickets, live chats, tasks or call logs sections of the interface.
  • Fixed: Favorite reports can now be deleted as expected.
  • Fixed: Knowledge base articles can now be edited from the portal when you are logged into the portal but not the management interface.
  • Fixed: Links displayed on the Resources tab of tickets and live chats now navigate to the correct brand.
  • Fixed: Live chat events now work correctly for sending and receiving messages.
  • Fixed: Live chat messages are no longer duplicated when the server slows down.
  • Fixed: News items can now be deleted from the portal as expected.
  • Fixed: Scheduled email report options are now only available to users of SmarterTrack Enterprise as expected.
  • Fixed: Sscheduled email reports can now be deleted as expected.
  • Fixed: The end user settings page now displays more than 75 users at a time.
  • Fixed: The folder list will now always populate correctly when adding or editing a canned reply.
  • Fixed: Ticket, live chat and call log numbers are now unique if two load balanced servers create a ticket within the same millisecond.
  • Fixed: Tickets can no longer bypass the queue if they were created at the same time tickets are automatically assigned.

Version 7.3.4293 (Sep 29, 2011)

  • Added: Video tutorials to help administrators configure SmarterTrack that can be accessed from the settings section of the management interface.
  • Changed: The agent transfer selection option on the Ticket Settings page now allows administrators to select always, never, cross instances only or local instances only.
  • Changed: The content pane in the knowledge base, canned replies and news items sections no longer updates automatically.
  • Changed: Tickets are now auto-assigned according to priority and sorted by idle time.
  • Changed: When creating a new ticket, the tabs to switch between HTML and Compose view are disabled if the ticket is set to display in plain text only.
  • Fixed: Agents who share a username with an older deleted employee will no longer get logged out randomly.
  • Fixed: Audit reports on time logs now function as expected when associated tickets, chats or calls include customer data like email addresses.
  • Fixed: Custom field URLs using https:// now open properly in a new window.
  • Fixed: Custom fields may no longer be marked organizational if they are included in a template.
  • Fixed: Date, time and datetime custom fields are now validated to ensure they use proper time values.
  • Fixed: Deleted live chats with file attachments can now be purged as expected.
  • Fixed: Editing a ticket's time log no longer deletes existing customer data from the log.
  • Fixed: If a customer exits a live chat by closing the chat window instead of clicking the End Chat button, the live chat will be removed from the queue..
  • Fixed: Knowledge base content now displays per the brand and language settings as expected.
  • Fixed: Maps now function as expected in live chats.
  • Fixed: Removing a custom field from a template now deletes all data associated to that custom field in tickets, chats and call logs.
  • Fixed: Replying to a ticket through Web services now removes the ticket's follow-up flag when applicable.
  • Fixed: Retrying an item in the spool now functions as expected.
  • Fixed: Sharing a knowledge base article with social networking sites now functions as expected.
  • Fixed: The Add Comment event action now functions as expected.
  • Fixed: The color scheme option on the Brand settings page now functions as expected when a custom color is selected.
  • Fixed: The CreateTicket Web service method in svcTickets.asmx now properly uses the sendEmail parameter.
  • Fixed: The custom messages that display to customers prior to ticket and live chat submission now properly include line breaks.
  • Fixed: The live chat icon now blinks red to indicate that a chat is in the queue.
  • Fixed: The option to refresh the list of SmarterTrack instances now only displays on the Servers tab of the Ticket Settings page.
  • Fixed: The sort menu now remembers selected values, even when switching between sections of the interface.
  • Fixed: The Who's On density map no longer produces a JavaScript error if mapping is disabled.
  • Fixed: When an agent is deleted from the system, his tickets are now transferred to the queue as expected.
  • Fixed: When editing a report item in a custom report, the display name field now saves the correct data.

Version 7.2.4259 (Aug 30, 2011)

  • Added: A close button to the top of the Show HTML window for tickets.
  • Added: Ticket event actions can now include a link to view the ticket in the WAP interface.
  • Changed: The department selection screen no longer displays in the portal if only one department is set up to receive tickets.
  • Changed: When exporting report data as a .CSV file, the time data is now reflected in minutes.
  • Fixed: Clicking the AFK link in the management interface now also updates the live chat counters in the navigation pane.
  • Fixed: Clicking the Generate button in the reports section of the management interface no longer causes an error in Internet Explorer 6 and 7.
  • Fixed: Custom field requirements are now checked when an agent deletes a ticket.
  • Fixed: Custom field requirements are now checked when an agent marks a ticket as spam.
  • Fixed: Custom role permissions pertaining to knowledge base access are now enforced in both the portal and the management interface.
  • Fixed: Date selector fields in the management interface are now validated for proper date ranges.
  • Fixed: Default sort options are now applied to items in the content pane as expected.
  • Fixed: Duplicate entries are no longer displayed on the End Users settings page
  • Fixed: If the instant messaging feature is disabled, the option to get assistance on tickets and live chats will no longer be available.
  • Fixed: Live chat sounds now function correctly in Internet Explorer 6, 7 and 8.
  • Fixed: Microsoft Virtual Earth now functions as expected for the Who's On density mapping.
  • Fixed: Random cache-related errors no longer occur in high-volume deployments.
  • Fixed: Searches can now be performed on root-level knowledge base folders that do not have subfolders.
  • Fixed: Sending an attachment during a live chat session now functions as expected in Internet Explorer 6 and 7.
  • Fixed: Spell check now functions as expected in live chats.
  • Fixed: The hyperlink custom field no longer requires the user to enter 'http://' before the web address in order for the link to be valid.
  • Fixed: The register user with verified email role is now applied properly to a user that clicks the link in their verification email.

Version 7.1.4236 (Aug 7, 2011)

  • Fixed: Installations of SmarterTrack using a MySQL database (version 5.5.14 and higher) will now function as expected
  • Fixed: Installations of SmarterTrack using a MySQL database will no longer encounter intermittent connection timeouts.

Version 7.1.4234 (Aug 4, 2011)

  • Added: The ability to automatically lock tickets after a specific number of hours.
  • Added: The ability to view a knowledge base article from the comment moderation area of the management interface.
  • Added: The ability to view ticket messages in their original HTML format.
  • Changed: Agents can now add comments to any tickets in a department they belong to.
  • Changed: Customers waiting in the live chat queue can now click the Back button to end the chat.
  • Changed: Users can no longer create two notification profiles with the same name.
  • Changed: When adding a new employee, the agent role is now selected by default.
  • Changed: When browsing the knowledge base by folder, the Views column now displays the total number of views for articles in the folder/subfolders and the Rating column now shows the average rating for articles in the folder/subfolders.
  • Efficiency: The live chat section of the management interface now loads faster.
  • Fixed: A JavaScript warning no longer displays when an agent provides incorrect login credentials for the management interface.
  • Fixed: A second live chat invitation no longer displays immediately after a customer declines the initial invitation.
  • Fixed: Changing the selected language on the management interface login page now functions as expected.
  • Fixed: Clicking Save on the log settings page now functions as expected.
  • Fixed: Customers can now only initiate one live chat at a time, regardless of the number of times the Next button is clicked.
  • Fixed: Customers sent to the live chat queue will now see the welcome message when the live chat is assigned to an agent.
  • Fixed: Files with names longer than 57 characters now upload properly.
  • Fixed: Hourly cost for agents now formats correctly based on the selected locale for currency.
  • Fixed: Hyperlinks are now formatted properly in live chat messages.
  • Fixed: Implemented various changes to the management interface.
  • Fixed: Instant message invitation windows are now sized correctly.
  • Fixed: Items in the knowledge base ratings content pane can now be sorted properly.
  • Fixed: Items in the survey results content pane can now be sorted properly.
  • Fixed: Items in the Who's On content pane can now be sorted properly.
  • Fixed: Live chat invitations sent from Who's On now display correctly on the customer's screen.
  • Fixed: Live chat invitations sent via Who's On now function as expected.
  • Fixed: New users are now properly assigned the registered user role.
  • Fixed: Searches performed in the Who's On section are no longer cleared when the grid refreshes.
  • Fixed: The application now functions as expected when started prior to running the databse.
  • Fixed: The end users page in settings no longer shows duplicate users in the list.
  • Fixed: The maximum frequency setting for event actions now functions as expected.
  • Fixed: The survey results page in the reports section no longer encounters an error on Turkish SQL Server installations.
  • Fixed: To improve SEO, a 301 redirect now occurs when a user tries to access knowledge base content with an outdated URL.
  • Fixed: Trend reports now use their "group by" selection correctly when the start and end date are the same.
  • Fixed: Who's On filters now function as expected after the initial load

Version 7.0.4197 (Jun 29, 2011)

  • IMPORTANT: Administrators who do not have the agent role now only have access to the reports and settings sections of the management interface.
  • IMPORTANT: The database administrator and administrator roles have been merged. Administrators now have access to database-related settings.
  • IMPORTANT: The manager role is now the only role that can access global items in tickets, live chats, call logs, and tasks.
  • Added: A Getting Started webpage that opens in the user's browser after installing SmarterTrack using the automated installer.
  • Added: A new event for the agent AFK status.
  • Added: A new event for when ticket follow-up is due.
  • Added: A new ticket setting that specifies whether agents can transfer tickets to a specifc agent.
  • Added: A read-only username field to the user's preferences page on the portal.
  • Added: An option to automatically translate knowledge base articles using Google Translate.
  • Added: Conditions can now be configured for custom fields on ticket, live chat and call log events.
  • Added: New event conditions for the number of minutes until a ticket follow-up is due or the number of minutes a ticket follow-up has been past due.
  • Added: New Web service methods to create, edit and delete users
  • Added: New Web service methods to get and set user-level custom fields.
  • Added: SmarterTrack will now auto-complete email addresses in the To, Cc and Bcc fields of new tickets when applicable.
  • Added: Tabs at the lower-right corner of a ticket that allow an agent or administrator to view the most recent and original items in a ticket.
  • Added: The ability to allow portal visitors to comment on knowledge base articles. Agents and administrators also have the ability to moderate comments.
  • Added: The ability to allow portal visitors to rate the usefulness of knowledge base articles. Agents and administrators also have the ability to moderate the ratings.
  • Added: The ability to create a custom welcome message for each brand on the portal home page.
  • Added: The ability to install a shortcut to the management interface or portal on the homescreen of Apple iOS devices.
  • Added: The ability to open an item currently being viewed in the preview pane in a new popup window.
  • Added: The ability to set user-level custom fields from the login external provider methods.
  • Added: To improve usability, all content panes in the management interface are now sortable.
  • Changed: A generic error page will now display to end users attempting to visit the portal if the database is unavailable.
  • Changed: Administrators are now be redirected to their portal after completing the Setup Wizard.
  • Changed: Administrators now create and manage surveys from the settings section of the management interface.
  • Changed: Advanced searches of the knowledge base and news items now only return non-deleted items.
  • Changed: Agent chat rooms can now be managed from the settings section
  • Changed: Agents can now view their own tickets in the portal.
  • Changed: Employees that are only assigned to the administrator role no longer have access to the live chat section.
  • Changed: Events are now located in the settings section
  • Changed: Items that are opened from the global new menu are now displayed in larger windows.
  • Changed: New users are now automatically assigned the everyone and registered user roles by default.
  • Changed: Only employees assigned the agent or administrator role can now log into the management interface.
  • Changed: Only employees with the manager role enabled can view survey results.
  • Changed: Sounds are now played through the HTML5 audio tag, if supported.
  • Changed: Survery results now display in a popup window.
  • Changed: Survey results are now available in the reports section of the management interface.
  • Changed: The "By Agent" tree view node is no longer available in installations with 500 or more agents.
  • Changed: The communication tab of a ticket now displays the most recent 15 items by default. Agents can now use the tabs at the lower-right corner of the ticket to see additional items.
  • Changed: The default content of the Verify Email Address email template has been changed for clarity.
  • Changed: The Description field for tasks is now located on a separate tab for consistency.
  • Changed: The global new menu item will now show all available options even if the user does not have permission to use the item.
  • Changed: The Management Area role permission has been renamed to Global Items.
  • Changed: The management interface now reloads after saving your own role permissions.
  • Changed: The option to submit tickets via the portal is now available by default in new installations.
  • Changed: The SetManageAreaPermissions Web service method in svcOrganization.asmx is now obsolete.
  • Changed: The Setup Wizard no longer requires a login to complete.
  • Changed: The surveys grid view in the management interface now shows the date and time that a survey was answered.
  • Changed: The system administrator role has been renamed to administrator.
  • Changed: The text of the default knowledge base article that is created with new installations has been revised to include resources on configuring and customizing SmarterTrack.
  • Changed: The tickets, live chat and call logs sections now have separate columns in the content pane for department and group.
  • Changed: To avoid confusion, context menus no longer include the View menu item.
  • Changed: To improve the new user experience, the Setup Wizard has been revised.
  • Changed: To improve usability on mobile devices, text boxes containing numbers are now slightly larger.
  • Changed: To improve usability, the confirmation window that displays when deleting employees has been redesigned.
  • Changed: To improve usability, the portal interface has been redesigned.
  • Changed: When accessing the management interface from a mobile device, the print option is no longer available.
  • Changed: When viewing inaccessible portal pages, such as private knowledge base articles, users are now redirected to the portal homepage.
  • Efficiency: Implemented various interface optimizations to improve performance and usability on mobile devices like iPads, tablet computers and smartphones.
  • Efficiency: Improved compatibility of the management interface on Android devices.
  • Efficiency: Optimized grid views in the content pane to reduce bandwidth usage when using SmarterTrack Enterprise with Load Balancing Functionality.
  • Efficiency: Optimized the process for retrieving licensing information.
  • Efficiency: Optimized the speed at which the portal interface loads
  • Efficiency: SmarterTrack now makes fewer requests to CSS and JavaScript files.
  • Efficiency: SmarterTrack now only refreshes the section of the management interface that the agent or administrator is currently viewing.
  • Efficiency: The events system is now loaded from and saved to the database to optimize the speed at which the events system can function.
  • Efficiency: The management interface no longer refreshes the grid when closing a modal window.
  • Efficiency: To improve usability on mobile devices, all animations are now disabled.
  • Efficiency: To improve usablity, the group by and filter by options in reports have been redesigned.
  • Fixed: Adding a related item to a new call log now functions as expected.
  • Fixed: Adding or removing visible fields in the management interface automatically refreshes the contents of the grid.
  • Fixed: Advanced search settings now refresh when the search term is modified.
  • Fixed: Agents and administrators can now export reports as expected.
  • Fixed: Agents can now send files to customers who have started chats even if the live chat is not assigned to the agent.
  • Fixed: Boolean event conditions now display in a drop-down menu.
  • Fixed: Clearing the search textbox in the task content pane now functions as expected.
  • Fixed: Column headers in the management interface no longer appear to be clickable.
  • Fixed: Conversation items now display correctly on screens with lower resolutions.
  • Fixed: Deleted departments no longer display in the chat department selector.
  • Fixed: Email reports will now display an error message if SMTP settings are not configured.
  • Fixed: Errors indicating issues with Web resource requests and query string lengths are no longer recorded in the error logs.
  • Fixed: Exporting a custom report without any report items now displays an error message.
  • Fixed: If a user is assigned a custom employee role, he must also be assigned an agent or administrator role.
  • Fixed: If the live chat link is removed from the portal, the placement of the language menu will adjust accordingly.
  • Fixed: If the session is lost while submitting a ticket in the portal, the end user will be redirected to the ticket submission page.
  • Fixed: Inactive live chats can now only be transferred to departments that are enabled for live chat.
  • Fixed: Installations with licensing conflicts will now continue to work if the agent limit has not been met.
  • Fixed: Live chat invitations now display correctly in the Opera browser.
  • Fixed: Live chats that are ended before being assigned to an agent no longer display on an agent's screen.
  • Fixed: Modifying the status of a ticket in the preview pane now immediately updates its status.
  • Fixed: Plain text signatures now update when changing the department that a ticket is assigned to.
  • Fixed: Pressing Enter on a delete confirmation no longer closes the browser window.
  • Fixed: Pressing the Enter key while viewing a confirmation window no longer closes the browser when the management interface is accessed via the portal.
  • Fixed: Reports now correctly export in all browsers.
  • Fixed: Scheduled email and custom report options are no longer visible to users of SmarterTrack Professional.
  • Fixed: Scroll bars now display in the content pane when necessary after editing visible fields.
  • Fixed: Searching for tickets when a brand is selected now functions as expected.
  • Fixed: Searching Who's On now functions as expected.
  • Fixed: Selecting a department for live chat now clears any previous error messages that may be displayed on the portal.
  • Fixed: SmarterTrack no longer highlights phone numbers in the management interface (iPad and iPhone users only).
  • Fixed: SmarterTrack now displays suggested knowledge base articles properly when submitting a new ticket via the portal.
  • Fixed: SmarterTrack now refreshes the preview pane after an agent deletes items listed in the content pane.
  • Fixed: Starting new live chats and tickets now functions as expected when the management interface has not been loaded.
  • Fixed: Survey results can now be deleted.
  • Fixed: The agent Web sessions report now functions as expected.
  • Fixed: The By Agent section of the tree view now displays the correct number of agents.
  • Fixed: The cancel button on the survey results popup now functions as expected.
  • Fixed: The correct items now display in the content pane of the tickets and live chat sections when using the Opera browser to access the management interface.
  • Fixed: The custom reports content pane now updates correctly when adding a new item to a custom report.
  • Fixed: The customer's live chat window is now styled correctly.
  • Fixed: The delete menu no longer displays if the agent does not have permission to delete tickets.
  • Fixed: The department selection text option in ticket settings now supports HTML formatting.
  • Fixed: The fields in the new task window are now styled correctly.
  • Fixed: The file manager for knowledge base articles and news items now always displays the preview pane on the right.
  • Fixed: The file manager for knowledge base articles now functions as expected when an agent or administrator is logged into the portal but not the management interface.
  • Fixed: The file manager no longer requires a folder to be selected in order to create a new sub-folder.
  • Fixed: The file manager now automatically creates folders when uploading files.
  • Fixed: The filter menu for reports now functions as expected when there are more than 300 agents, groups or departments to select from.
  • Fixed: The Get From Queue button in the ticket section now functions as expected.
  • Fixed: The Go AFK link now updates as expected when an agent is automatically set to AFK.
  • Fixed: The Hand-off If No Initial Response setting in live chat settings now functions as expected.
  • Fixed: The hyperlink manager in the WYSIWYG editor is now styled correctly.
  • Fixed: The icon bar and the navigation pane now always show the same number of items.
  • Fixed: The IP address field is now left justified in the Who's On grid.
  • Fixed: The live chat count at the bottom of the content pane now updates as expected.
  • Fixed: The live chat queue now functions as expected.
  • Fixed: The menu of the communication item in a ticket now functions as expected if the agent switches to the details or custom fields tab.
  • Fixed: The navigation pane now updates immediately when folders in the canned replies or knowledge base sections of the management interface are deleted.
  • Fixed: The New option in context menus now function as expected.
  • Fixed: The option to quote a customer's ticket message now functions as expected.
  • Fixed: The option to resend the verification email is now always available on the portal preferences page.
  • Fixed: The password field on the database settings page no longer clears when testing settings.
  • Fixed: The search bar in the content pane no longer disappears after a search is performed.
  • Fixed: The Setup Wizard now automatically creates the SmarterTrack database if the user has the proper permissions.
  • Fixed: The ticket created event now functions as expected.
  • Fixed: The tickets grid view in the management interface now shows the date and time that a ticket was submitted.
  • Fixed: The tickets preview pane now updates properly when an action is performed.
  • Fixed: The Who's On filter settings page now functions as expected.
  • Fixed: The WYSIWYG editor now functions as expected in Internet Explorer 9.
  • Fixed: Ticket signatures are now UTF-8 encoded to allow for special characters.
  • Fixed: To prevent the possibility of getting locked out of the system, administrators cannot remove their own administrator role.
  • Fixed: Unchecking the All Brands checkbox when adding a custom link to the portal now functions as expected.
  • Fixed: Viewing survey results "By Survey" now functions as expected.
  • Fixed: Web browsers no longer display a MIME warning when using Who's On.
  • Fixed: When setting up the ability to transfer tickets across multiple installations, theTest button on the ticket settings page now ensures that both installations are running the same version of SmarterTrack.
  • Fixed: Who's On no longer reports an error when multiple servers are running under SmarterTrack Enterprise with Load Balancing Functionality.
  • Removed: Several unused words and phrases have been removed from the English language file.
  • Removed: The link at the top of the portal for accessing the management interface has been removed.
  • Removed: The ticket follow-up hours condition has been removed from all ticket events.
  • Removed: There is no longer a primary administrator account.