Home/SmarterTrack/SmarterTrack Release Notes

Important Notes

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

  • IMPORTANT: Consolidated the Service Oriented and Round Robin distribution methods which simplifies the ticket distribution process and also adds a layer of flexibility that previous versions of SmarterTrack lacked. (9.0.4807)
  • IMPORTANT: Major versions contain architecture changes that prevent downgrading to previous major versions. Prior to upgrades, have a full backup if you may intend to rollback to a previous major version. (9.0.4807)

Version 9.5.5318 (Jul 24, 2014)

  • Fixed: An issue where an SMTP connection could not be made to GMail's servers.
  • Fixed: Pop-up windows would shrink and refuse to resize in Firefox version 31.0.

Version 9.5.5154 (Feb 10, 2014)

  • Fixed: Replying to a ticket in the portal would return the user to the ticket page.
  • Fixed: Testing SMTP settings with TLS will no longer fail when it should pass.

Version 9.5.5135 (Jan 23, 2014)

  • Added: New methods in SvcTickets allowing an admin to set an agent's ticket receiving status.
  • Fixed: A few issues with SQL databases that use case-sensitive collation.
  • Fixed: Sorting in custom reports now functions properly.
  • Security: Resolved an XSS vulnerability.

Version 9.5.5091 (Dec 9, 2013)

  • Fixed: An exception that could occur if the Database collation setting was set to Case Sensitive.
  • Fixed: An issue causing the active agent count to be displayed incorrectly in MySQL.
  • Fixed: An issue that could cause surveys to not be offered when a customer ends their chat session.
  • Fixed: Emailing custom reports with the same data but different group-by settings would show all graphs with the same group-by.
  • Fixed: Redirects to look up a ticket asks for the email address even when it was previously provided.
  • Fixed: Some compatibility issues fixed for editor and web interface when using IE.

Version 9.5.5066 (Nov 14, 2013)

  • Fixed: A login issue using Internet Explorer 11.
  • Fixed: An issue that could cause the Ticket Response Time report to be missing data if the server was set to a different timezone than the user.
  • Fixed: Call Logs will no longer save without first filling in required custom fields.
  • Fixed: Custom field dropdown lists will now ignore duplicate entries.
  • Fixed: Selecting the "Today" field in the date picker control will now properly choose the current date.
  • Fixed: The Who's On filter for IP address now functions correctly.
  • Fixed: Ticket response trend report no longer loses accuracy when server time zone is different from user timezone.
  • Fixed: Tickets that require custom field values will now save if those values are filled out in either the custom field bar or in the custom field tab.
  • Fixed: Who's On events for chat invites now work properly.
  • Fixed: Who's On idle event to force live chat now works properly.

Version 9.4.5017 (Sep 26, 2013)

  • Added: Internet Explorer 11 support.

Version 9.4.5010 (Sep 19, 2013)

  • Added: Email reports now provide you with an option to choose what locale to use.
  • Changed: Because departments are vital to the functionality of SmarterTrack, it is no longer possible to delete a department if it is the last one.
  • Efficiency: Several optimizations to connection state management when using MySQL.
  • Fixed: An issue causing syntax errors to show in the error log and missing report data while viewing reports on a MySQL database.
  • Fixed: An issue with the Broken Link Checker not running correctly on MySQL databases.
  • Fixed: An issue with the Ticket Response Time report not showing data.
  • Fixed: An issue with verification emails.
  • Fixed: Comments can now be edited by the agent who created the comment and can be deleted by the creator, a manager or system administrator.
  • Fixed: Emails with two different types of encoding in the same message will now successfully import.
  • Fixed: Event condition for Less/Greater-Than will now properly exclude Equals matches.
  • Fixed: The SetUsersProperties will no longer allow a user to be assigned an email address already in use by another user.
  • Fixed: Thread tab under Optimizations no longer show the Agent Activity thread as it has been removed.

Version 9.3.4975 (Aug 15, 2013)

  • Added: The live chat transcript page now has buttons to print or email the transcript.
  • Changed: Follow-ups will no longer be removed from a ticket when an incoming reply reactivates the ticket.
  • Changed: The queue will no longer display tickets for groups an agent does not belong to within a department that they do belong to unless they have the manager role.
  • Changed: When cloning an employee, the new employee will now be a part of all the same groups as the cloned employee.
  • Efficiency: The event system now has a much smaller memory footprint.
  • Fixed: Adding a task to a ticket without a description will no longer cause the related items grid to not load correctly.
  • Fixed: Attachments with commas in their name will no longer fail to upload.
  • Fixed: Custom Fields load correctly for new tickets when the group is preselected.
  • Fixed: Dates and times in the mobile interface will now show in local time instead of UTC.
  • Fixed: Internal Web server now properly persists its startup mode for future reinstalls of the product.
  • Fixed: Links relying on virtual app paths now work correctly for systems using virtual space.
  • Fixed: POP importing with SSL enabled now works as expected.
  • Fixed: Several German translation strings have been corrected.
  • Fixed: The chat link now opens the custom redirect link instead of always using the default link.
  • Fixed: The date picker should now show the correct format for the currently selected culture.
  • Fixed: The deferred chat script no longer produces Javascript errors on the page.
  • Fixed: The deferred chat script now opens online chat links in a popup window.
  • Fixed: The deferred chat script will now toggle between offline and online statuses correctly.
  • Fixed: The department label on live chats is no longer blank when there is only one department available.
  • Fixed: Tickets created through incoming email will now be displayed correctly for members with registered email addresses that view their tickets in the portal.
  • Fixed: Tickets no longer get reimported when POP settings are set to leave a copy of the email on the server.
  • Fixed: Upgrade protection reminders will now only occur once within 45 days till expiration and again within 14 days till expiration.

Version 9.2.4926 (Jun 27, 2013)

  • Added: Offline chat links now have an option to be saved as blank so that no link is displayed when chat is offline.
  • Changed: The "user" label has been changed to "employee" in report's Group By option to more accurately describe the data.
  • Changed: The auto-close feature for tickets will no longer automatically close tickets that have a follow-up scheduled.
  • Changed: Trying to transfer or take a ticket that contains a draft will now prompt the agent if they wish to delete the draft before transferring the item instead of denying them the ability to transfer it due to the draft message.
  • Fixed: Attachments added to new call logs are no longer lost when saved.
  • Fixed: Canned Reply popularity reports now correctly display all relevant data.
  • Fixed: Corrected SQL query in MySQL that imported KB view logs from previous versions on upgrade.
  • Fixed: Dropdown menus with static light backgrounds will no longer inherit light colored text through custom colors.
  • Fixed: Follow-ups set to auto-assign will now re-enter the queue when the follow-up becomes due.
  • Fixed: GetTicketsBySearch web service call will now correctly limit the results by the Max Results value if specified.
  • Fixed: Taking a task will now refresh the preview window so that the Take button disappears.
  • Fixed: The link to browse KB Articles will no longer fail to show in the Portal when viewable articles are all specific to a brand.
  • Fixed: The task grid now refreshes after the transfer window is closed, not when it is opened.
  • Fixed: Track will no longer send emails to accounts that are used for SMTP. Previously it would filter out POP accounts, now SMTP accounts are filtered out as well.
  • Fixed: Weekly trend reports now correctly create a report based off the custom report's time frame instead of showing the previous week's worth of data.

Version 9.2.4898 (May 30, 2013)

  • Efficiency: Improved overall load times for tickets.
  • Fixed: Clickable emails once again show in the Ticket history pane.
  • Fixed: Clickable emails within the interface will once again display their menu options.
  • Fixed: Customers who do not enter a name for live chat will be referred to as Guest in the chat window and transcript.
  • Fixed: Email templates will no longer insert break tags when edited.
  • Fixed: Saving a department with POP disabled will no longer prompt you to fill out the POP information fields.
  • Fixed: Scrolling once again works for client side live chat transcripts.
  • Fixed: The editor for Call Logs will now size correctly.
  • Fixed: The survey question window will now size appropriately to accommodate multiple questions.

Version 9.1.4870 (May 2, 2013)

  • Added: A Web service that returns daily counts per user for tickets, chats, call logs, and average response time. Returns either all agents or a single agent.
  • Added: Scheduling a follow-up now includes the option to change priority.
  • Added: Web service documentation now allows you to expand or contract all items.
  • Added: [#SUBJECT#] to Auto Responder variables list and will now correctly replace for auto responders using it.
  • Fixed: Allowed extensions for uploads are no longer case sensitive.
  • Fixed: An error preventing upgrades or fresh installs to finish for MySql databases.
  • Fixed: Auto Responders no longer send an error message in place of the original text for very long emails. A truncated plain text copy of the email will be shown instead.
  • Fixed: Custom icons for the portal will now upload correctly.
  • Fixed: Default POP SSL port is now 995.
  • Fixed: Department settings now disables the "Require verified email address to start tickets" field if the "Portal Submission Requires" field is set to "Anonymous Users".
  • Fixed: Department's grid no longer shows POP name when POP is disabled.
  • Fixed: Maps in Brands no longer shows an error.
  • Fixed: The Date/Time picker in tasks now displays correctly.
  • Fixed: The File Manager now correctly shows a confirmation dialogue before deleting an item.
  • Fixed: The File Manager once again notifies a user if a file fails to upload due to being larger than the maximum allowed size.

Version 9.0.4842 (Apr 4, 2013)

  • Changed: Long file names uploaded in the web interface are now truncated instead of wrapping.
  • Changed: The HTML editor no longer double spaces when pressing enter using Internet Explorer.
  • Changed: The title for the Management Interface's login screen now displays the brand name.
  • Changed: Viewing the Web interface in compatibility mode is now prevented when using Internet Explorer.
  • Efficiency: Caching timeframes adjusted to significantly increase performance.
  • Efficiency: KB View counts will now be cached properly to avoid unnecessary database calls, and will immediately update in real-time.
  • Efficiency: Number of database calls on average workloads reduced by 75%.
  • Efficiency: Reduced writes to SmarterTrack Database.
  • Efficiency: Top KB Articles are now cached for 5 minutes.
  • Fixed: An issue causing the editor to not show correctly if the option for plain text mode had been enabled from a previous version.
  • Fixed: An issue that could cause the interface to freeze and/or populate the grid with incorrect data when the session expires.
  • Fixed: An issue where pasting into the HTML editor on an iOS device using Safari could paste into a different field on the page.
  • Fixed: Better recovery of lost connections in live chat.
  • Fixed: Canned replies are now inserted correctly in Internet Explorer.
  • Fixed: Creating a list in the HTML editor that includes a hyperlinked item will no longer change the font for following text.
  • Fixed: Day of week option for events now accounts for rollover properly.
  • Fixed: Delete folder modal window now wraps text neatly.
  • Fixed: Deleting files in the file manager now works correctly.
  • Fixed: Editing standard users will no longer show employee options.
  • Fixed: Error messages are now scrollable allowing long error messages to be viewed.
  • Fixed: Fields on the edit department page now display in the correct order.
  • Fixed: Group dropdown for followups no longer loses group listings after selecting a value.
  • Fixed: Inserting a long canned reply no longer causes the scroll bar to appear incorrectly.
  • Fixed: Internet Explorer no longer shows a message asking if user wants to leave the page when they try to send a chat message.
  • Fixed: Inviting a customer to live chat and forcing a customer to live chat now works for multiple invitations.
  • Fixed: Live chat icon once again blinks when there is a pending chat.
  • Fixed: Ordered and Unordered lists are now indented correctly when included in canned replies.
  • Fixed: RSS feeds on right side of portal now display correctly.
  • Fixed: Sort order for grids now persists through advanced searches.
  • Fixed: The actions menu for chats is now visible in all editions.
  • Fixed: The DateTime picker now functions correctly when the browser has Australian selected for the language.
  • Fixed: Various display issues in Internet Explorer have been corrected.

Version 9.0.4821 (Mar 14, 2013)

  • Added: Close button added to call logs when popped up from within the SmarterTrack Communicator.
  • Added: HTML Editor now includes a Paste as Plain Text button.
  • Added: The Knowledge Base web service now includes additional attributes for articles, including IsDeleted, IsDraft, IsPrivate, DateCreatedUTC, DateLastReviewedUTC, KBCategoryID, and IsFlaggedForReview.
  • Fixed: An error upgrading some MySQL installations to version 8 has been resolved.
  • Fixed: Assistance popup will now show resolution matches properly.
  • Fixed: Auto-complete for ticket email addresses will no longer contain duplicates or deleted users.
  • Fixed: Brand logo images may once again be saved in brand settings.
  • Fixed: Column sorting now persists properly across sessions.
  • Fixed: Coverage time audit report results will no longer include old or deleted employees.
  • Fixed: Knowledge base categories in the portal will now update properly when folders are added, deleted, or changed.
  • Fixed: Modal windows on the ticket page will no longer lose focus.
  • Fixed: Replying with a saved draft will now properly include previous message history from the reply.
  • Fixed: Some general interface issues were resolved involving styling and resizing.
  • Fixed: Some general right-to-left language display issues were resolved.
  • Fixed: Spell Check now works correctly in Internet Explorer.
  • Fixed: Surveys in other languages will no longer disappear when switching languages in the portal.
  • Fixed: The formatting of the Management Interface's login page has been changed to correct display issues with zooming on some Android devices.
  • Fixed: Ticket Handling report data has been corrected.
  • Fixed: Ticket lists on portal side now have more accurate search results.
  • Fixed: Ticket, Chat, and Call Log numbers can now be properly searched.
  • Fixed: TLS in SMTP is now permissive of self-signed certificates and multi-homed SMTP targets.

Version 9.0.4807 (Feb 28, 2013)

  • IMPORTANT: Consolidated the Service Oriented and Round Robin distribution methods which simplifies the ticket distribution process and also adds a layer of flexibility that previous versions of SmarterTrack lacked.
  • IMPORTANT: Major versions contain architecture changes that prevent downgrading to previous major versions. Prior to upgrades, have a full backup if you may intend to rollback to a previous major version.
  • Added: 17 spell-check dictionaries are now included with SmarterTrack by default.
  • Added: Agents can now filter department and group listings by brand, making it easier to organize replies, transfers and other customer communication.
  • Added: Agents can now spell check their live chats prior to sending them to an end user.
  • Added: Back end changes and improvements to support the latest generations of browsers.
  • Added: Canned replies are now inserted into a ticket or chat wherever the cursor is located.
  • Added: Chats can now be searched by email address.
  • Added: Cookies Notification added on all login areas to comply with EU Cookie Laws.
  • Added: Duration has been added to the Ticket grid so that agents and managers can see the total time a ticket has been worked on.
  • Added: Html editor is now tablet-friendly, allowing users to create KB articles, reply to tickets and more, using any tablet.
  • Added: Improved spell checking with better accuracy and support for grammar checking.
  • Added: Incoming or outgoing tickets created by agents can now be pinned to that agent, or another, when they are created.
  • Added: Interface colors and style sheets can be overridden from within the Web interface.
  • Added: Live chat links can now be created automatically for help desks using various host headers for different brands.
  • Added: Live chat process is now streamlined to better offer self-help options for issues prior to starting the chat.
  • Added: Phone number now carries over from login / user creation external provider.
  • Added: Portal ticket submission process is now streamlined to better offer self-help options for issues prior to submitting a ticket.
  • Added: Spell checking that ignores email addresses and URLs.
  • Added: Status messages and tip text now drops down from the top of the page and no longer disrupts the page flow.
  • Added: Suggested KB Articles now appear on their own page when starting a live chat making them more apparent and, therefore, easier to use.
  • Added: Suggested KB Articles now appear on their own page when starting a ticket from the portal, making them more apparent and, therefore, easier to use.
  • Added: The web interface now supports right to left languages to better accommodate countries with non-Western character sets.
  • Added: User level setting under the Web interface tab for Spell Check Dictionary, which means that customers working in languages other than English can now select a dictionary in their own language.
  • Added: VOIP: Agents can now designate accepted or dialed calls as Personal in order to prevent an automated call log from generating.
  • Changed: Adding or editing a user in a group now pops up a rad window instead of redirecting the page.
  • Changed: All default system emails have been rewritten to make them easier to understand.
  • Changed: Auto-generated API documentation now allows details to be hidden or shown.
  • Changed: Buttons that save or commit changes in modal windows have been moved to the right to be consistent with user interface standards.
  • Changed: Department / Group dropdowns are now sorted.
  • Changed: Fixed sizing of many dialog boxes and input fields to make them easier to use.
  • Changed: Language strings have been simplified so that they are easier to translate.
  • Changed: Live Chat distribution dropdown has been replaced with check boxes to simplify distribution methods.
  • Changed: New items created in the Management Interface will initialize starting values based upon which node is selected in the corresponding section's navigation tree.
  • Changed: Related item links are now bi-directional.
  • Changed: Relating an item will no longer close the related item or merge custom fields.
  • Changed: The help link now defaults to "help for this page".
  • Changed: The help popup has been moved to a drop down selection list in the top right of the interface to make it easier to navigate to the help documentation.
  • Changed: The interface now notifies users when their session times out.
  • Changed: The option to enable/disable KB suggestions are now Department settings availabe under both ticket and live chat settings.
  • Changed: Ticket and Chat numbers in summary report emails are now clickable links.
  • Efficiency: Cookies Notification on all login areas to comply with EU Cookie Laws.
  • Efficiency: Increased performance and reduced memory requirements for loading sections of the web interface.
  • Efficiency: Performance of broken link checker greatly improved.
  • Efficiency: Re-factored and completely re-wrote many areas of the web interface to reduce the amount of JavaScript code, CSS and HTML, making the entire web interface much faster, much more responsive and much lighter weight.
  • Efficiency: Reduced SQL statment sizes in ticket views which will increase performance.
  • Efficiency: The button bars were re-factored to be lighter weight controls.
  • Efficiency: The context menus were re-factored to be lighter weight controls.
  • Efficiency: The date pickers were re-factored to be lighter weight controls.
  • Efficiency: The tree view controls were re-factored to be lighter weight controls.
  • Efficiency: VOIP: Performance increased when adding new call log entries.
  • Fixed: Agent Chat will no longer show default actions in the action menu once the chat ends.
  • Fixed: An issue that could cause the ticket grid items to display a count even when there are no items to view.
  • Fixed: Brand dropdowns are now sorted correctly throughout the interface.
  • Fixed: Call logs will now be handled correctly when deleting a user.
  • Fixed: Categories for time log entries can now be selected from the mobile interface.
  • Fixed: Chat Channels grid now sorts correctly, showing the most recent items first.
  • Fixed: Chat Channels will now function properly when they have been used for some time.
  • Fixed: Custom fields are no longer getting properly filled out from the start ticket external provider.
  • Fixed: Default Visible Fields values for Chat Channels have been corrected.
  • Fixed: Deleting surveys and associated data now works as expected
  • Fixed: Drafts that contain nothing more than an agent's signature will no longer be saved.
  • Fixed: Entering a full ticket number into the search bar will now only return an exact match, if any.
  • Fixed: Follow-ups and Replies do not follow Max Tickets and attempt to go to the previously assigned Agent.
  • Fixed: Group dropdown list will no longer include incorrect departments for the selected brand.
  • Fixed: KB articles and News items now get detached from a brand properly when it is deleted.
  • Fixed: Outbound HTTP requests from server will no longer consume all HTTP connections.
  • Fixed: Queue will now properly show tickets created by agents as incoming tickets.
  • Fixed: Reports and Settings sections will now highlight the correct tree node when the section loads.
  • Fixed: Round Robin will now only count new ticket assignments and transfers from different agent (no follow up or reply).
  • Fixed: The Email Report modal has corrected styling and will no longer blink when changing from plain text to html compose modes.
  • Fixed: The scan in progress notification for KB and News section now shows and hides itself properly.
  • Fixed: The time pickers in business hours popup is now displayed properly.
  • Fixed: Transfer ticket window now loads the correct default brand.
  • Fixed: VOIP: Will no longer crash when the computer comes out of sleep mode.
  • Fixed: VOIP: Will no longer lose account information after the computer enters sleep mode.
  • Fixed: When custom fields are filled out by an external provider, a database exception is getting thrown and the ticket is not created.
  • Removed: Ability for agents to override skin has been removed.
  • Removed: Global setting for spell-check dictionary.
  • Removed: Javascript resources will now load from local directories instead of a CDN.
  • Removed: Plain text email settings have been removed, due to the full integration of the Html Editor.
  • Removed: The ability for agents to create custom footers and signatures. Instead, custom signatures with custom fields should be used by each Department as needed.