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Build 8004 (Nov 30, 2021)
Changed: Date / Time pickers now respect the selected language to better handle calendar layouts.
Changed: Links in the management interface, that are not in an editable area, now open in a new tab.
Changed: The "Other Agents Viewing" icon now represented with an Eye icon.
Changed: Where appropriate, "Agent" used in place of User or Employee in various areas of SmarterTrack.
Fixed: Auto-Created time logs for Tickets does not go past 1 minute and 15 seconds.
Fixed: Auto-responders do not send images.
Fixed: Create Ticket API call fails if the To: address is empty.
Fixed: Creating an ticket from the API with "IsHTML" set to true does not keep HTML elements in the ticket body.
Fixed: Display bug in Custom Reports.
Fixed: Editor loses focus when using Ctrl/Cmd + Z to remove a hyperlink.
Fixed: Four separate Custom Report Items fail to generate.
Fixed: If you resize the compose window while uploading a file, the upload continues to load but the status indicator disappears.
Fixed: Some community posts cannot be upvoted.
Fixed: Transferring a ticket fails when certain circumstances are present.
Fixed: When creating a new ticket, the Incoming Ticket label and its check box are not grouped together so when the window is resized they wrap individually.
Fixed: When transferring multiple tickets there is a chance that the Groups shown are not ones the agent is a member of.
Fixed: When you hover over the ticket row in User Details, some of the icons disappear from view.
Security: Fixed potential minor vulnerability.
Build 7922 (Sep 9, 2021)
Added: A setting on the Departments > Options page that allows administrators to set "Mark as Billable" as the default for time logs.
Added: In Autoresponders, added a #priority# variable for referencing the ticket's priority.
Added: The ability to get a ticket's FollowUpDateUTC from all API calls that return TicketInfo. (E.g., CreateIncomingTicket.)
Added: The ability to use Translatable Strings in the Brands > Custom Messages area.
Added: Validation of the items on the reply compose page when sending a ticket message and choosing 'Send and Schedule Follow-up' or 'Send and Transfer'.
Changed: Community Employee Activity Overview report to show the Employee's Display Name instead of Username.
Changed: Default Follow-up time to one day versus one hour.
Changed: In the Live Chat Link > Live Chat Online/Offline tabs, Anchor Title is now the Anchor Title as well as the Alt Tag.
Changed: The process of checking the bounce message for the ticket number will now check the embedded email, if it exists, in the bounce message to find the ticket number.
Fixed: Custom Reports do not respect the row count setting.
Fixed: If you use the "Reply with Copy" option on a ticket, and a draft is saved, the draft will stay on the ticket even after the email is sent.
Fixed: In the SmarterTrack API documentation, "number" is incorrectly spelled "numer" in various locations.
Fixed: Issue that could cause the embedded chat to break after sending an email transcript of the chat.
Fixed: The Canned Replies Contribution report shows no data.
Fixed: The Canned Replies Popularity report is ignoring the filters.
Fixed: The cookie disclaimer on the management login modal is not recognizing translatable strings.
Fixed: The News Contribution reports shows no data.
Fixed: The setting to block chats while a call log is open can fail in certain instances.
Fixed: Unable to thumbs up a recently edited comment in the Community.
Fixed: Uploading an image or file through the editor on the portal fails if you are not an agent.
Fixed: When using the API calls, GetTicketCounts_Agent and GetTicketCounts_Global, to return ticket counts, FollowUpTicketCount always returns -1 instead of the accurate follow-up count.
Translations: The Spanish translation for "Home" was changed from "Particular" to "Inicio".
Build 7859 (Jul 8, 2021)
Changed: Comments on knowledge base articles are now called "Feedback".
Changed: Resending a ticket message will now also send the message to carbon copied (CC) addresses.
Changed: Updated Bootstrap to version 4.3.1.
Removed: The permissions option 'All Users (login not required)' was removed from the Brand Permissions > Post Links in KB Feedback.
Fixed: Email content with the header "Content-Type: text/plain;" (with a trailing semi-colon) does not register properly.
Fixed: Issue that could cause the failure of Ticket Idle and Ticket Duration events configured for tickets with a custom field.
Fixed: When a Ticket Comment event action contains the #body# variable, the line breaks are missing from the comment body.
Fixed: When modals are moved off-screen they get stuck which can only be resolved with a refresh.
Security: General fixes implemented for non-critical issues.
Build 7845 (Jun 24, 2021)
Added: Ordering arrows to the Report Items tab of custom reports which allow agents to manually re-order report items used.
Removed: The column title for the up/down arrows from the header in areas that allow ordering of elements.
Fixed: A space is continually removed from the Email Templates after it's added it back.
Fixed: Doing a CSV or TAB export of a custom report containing multiple variations of the same report item only exports one set of data.
Fixed: Having "#mobileadminhyperlink#" in an event will cause that event to not fire.
Fixed: Inconsistent text box styling on the Management Interface password reset page when using Dark Theme.
Fixed: Live Chat Ticket/Live Chat submissions are broken when using the DateTime custom field in the live chat or ticket template.
Fixed: Social media links now display with the proper height.
Fixed: Social media links now have proper noopener and noreferrer tags.
Fixed: Special characters are improperly encoded in follow-up comments that get generated on subsequent ticket replies.
Fixed: Ticket event action "Send Reply to Ticket" does not send if the ticket does not have a CC address.
Translations: Updated the Italian translations.
Build 7803 (May 14, 2021)
IMPORTANT: It is not possible to downgrade or rollback to previous versions due to modifications to the SmarterTrack database.
Added: DateLastLogincUTC to the GetUsersProperties and the GetUsersPropertiesbyUsername API calls.
Added: Indicator on a ticket (using SignalR) to show when another agent is viewing the same ticket.
Added: Setting to "Force password change at next login" when creating or editing a user or agent via the management interface or through the SetUsersProperties API call.
Changed: In the navigation pane, "All" / "My" removed from the By Department and By Agent lists.
Changed: Ticket messages that have been resent will now show that resend attempt within the message body itself.
Removed: Agent-to-Agent Instant Messaging and Chat Rooms.
Fixed: If an agent started a chat from the portal, it will no longer display the incorrect "is typing" message to them.
Fixed: When you edit an SMTP or POP account using the right-click menu, two modal windows appear, one on top of the other.
Build 7789 (Apr 29, 2021)
Added: GetTicketRelatedItemInfoArrayResult API call to return a list of related items for a ticket.
Changed: A ticket's Related Item messages are no longer returned when using the API to get a ticket's messages. (Affected API calls: GetTicketConversationPartListFromTicketNumber and GetTicketConversationPartList.)
Changed: Add "All" to the beginning of the global header's navigation trees.
Fixed: Autoresponders are not sent to imported emails that provide a time zone using the time zone name (ex: GMT vs -0700)
Fixed: On the Portal, the prepositions for date and time for German language were reversed.
Fixed: Sitemap now properly returns 404 (rather than a 500 error) when a part isn't found.
Fixed: The Tickets tab of the User Details window cuts off the display of the Status column, preventing an agent from viewing all icons.
Fixed: User Details view was showing the old style of status icons.
Fixed: When "<script>" is included in the comment while scheduling a follow-up or transferring a ticket, the ticket's HTML display is malformed.
Efficiency: Reduced the overall number of queries for Ticket Message information.
Build 7775 (Apr 15, 2021)
Added: Better caching of active directory login attempt results, to help prevent account locking due to cached credentials.
Added: Login attempts against active directory are now logged in the Administrative log file.
Changed: Agents/Administrators who are logged into the Portal now have a Code View button in the html editor. Users do not.
Changed: Email Transcripts for live chats now only allow one email address to be entered and the transcript is delivered once per chat.
Changed: Logging improved significantly for SMTP delivery.
Changed: Updated translation strings for German translation file.
Fixed: A custom report sent from Scheduled Email Reports does not follow the same sort option as the Custom Reports.
Fixed: Added an exclusion for an exception appearing in the logs that actually is an expected behavior.
Fixed: After testing an SMTP or POP connection, the modal shows "disabled=false" at the top of the modal.
Fixed: Display issue showing duplicate attachments in the compose window when deleting one of two attachments on a ticket reply.
Fixed: Event action to send a ticket reply is attempting to send an email when no email address exists in the ticket.
Fixed: Hover styling on Survey and Form dropdown lists is incorrect in Firefox.
Fixed: Html editor file upload shows all file types, not just allowed file extensions.
Fixed: Issues deleting ticket drafts.
Fixed: Modified Scheduled Email Reports so that the delivery will not continually retry in the event that the resend time cannot be reset.
Fixed: SMTP delivery thread is now resistant to application pool stops and starts.
Fixed: The "Block chat while composing call logs" setting does not prevent live chats from being assigned while composing a Call Log.
Fixed: The default value set on custom fields does not always display in all locations.
Fixed: The tags and buttons throughout the Portal are inconsistently sized.
Fixed: Users and Organizations tickets page is not properly limiting the tickets shown for agents and managers.
Fixed: When an agent attempts to attach an unsupported filetype, a green success toast is shown despite the upload failing.
Fixed: When editing a live chat link, the Image dropdown can get stuck not allowing the image dropdown to work.
Fixed: When scheduling a follow-up and switching to a Group that the agent is part of, the agent assignment should not be changed.
Fixed: When taking/transferring tickets for a specific brand, the global Active and Waiting counts do not update without a refresh.
Security: General fixes implemented for non-critical issues.
Build 7747 (Mar 18, 2021)
Added: Confirmation modal for KB Article Feedback "Report" and "Delete" buttons.
Added: Dark mode for composing messages and other content in the Management Interface.
Changed: Delete option moved to the bottom the Actions dropdown.
Changed: Drop down boxes are now styled consistently.
Changed: Google Analytics integration updated to most recent version.
Changed: Minor display modifications to providing KB feedback in the portal.
Changed: Removed the port number from the URL for the default Live Chat website integration.
Changed: Restyled the the actions for KB article feedback on tablets.
Changed: Restyled threads in the Community for tablets.
Changed: Statistics (All Time, Last 30 Days) on a user's My Profile page restyled for tablets.
Changed: When a ticket message is forwarded, message content is now displayed in the interface and Show HTML option.
Changed: When taking or transferring a ticket with a draft, agents can now opt to assign the draft to the new agent or delete it.
Removed: "Display folder in portal search menus" KB Setting.
Fixed: Agents are able to transfer chats to departments that have no available agents.
Fixed: Chat event is missing the #adminhyperlink# variable that links directly to the live chat.
Fixed: Checkboxes are now sized properly in tables, and display appropriately on Safari.
Fixed: Content Security Policy needs to filter for http:// and https:// for URLs.
Fixed: Context menu in grids was not properly setting the selected index of the grid causing random jumping to occur.
Fixed: Font size of the Portal header restyled for mobile.
Fixed: Group By dropdown in reporting area is not translated correctly.
Fixed: Left tree is not sizing properly in Chrome on Android.
Fixed: Occasions where live chat users are in the queue, but there are no agents available to take the chat, now handled more gracefully.
Fixed: On Android tablets, Compose Ticket page cuts off content at the end of most tabs.
Fixed: Reactivating a purchased license shows a toast but doesn't refresh the details of the license page.
Fixed: Selected section showing up incorrectly on portal when in mobile mode.
Fixed: Some upload areas are not limiting the file browser to only supported file extensions.
Fixed: Specific instance where an application error occurs when a time log is added to a ticket.
Fixed: Specific types of emails break the width of the reply panel.
Fixed: The Maintenance and Support Expired notification will no longer show up multiple times.
Fixed: The warning that's displayed in live chat when a user attempts to upload a very large file shows HTML tags.
Fixed: Translatable Strings modal not working on mobile.
Fixed: When a custom report contains two of the same Report Item, but with different Group By selections, the report cannot be emailed.
Build 7719 (Feb 19, 2021)
IMPORTANT: Fixed potential minor vulnerability.
Changed: The option to remove a Time Log from a ticket, live chat or call log should say Delete, not Detach.
Changed: Updated the final page of the Getting Started wizard to use new screenshots and text.
Changed: Updated the text of the default Ticket, KB and News Items that are generated with new installations.
Fixed: After changing from a specific selected brand to all brands, no tickets appear in the tickets list.
Fixed: An issue purging old deleted tickets that would sometimes cause a database timeout.
Fixed: Employee Activity Overview, User Activity Overview and Time Logs > Ticket Overview reports show no data.
Fixed: In the Survey email template, button formatting is ruined if the button contains a hyperlink for the SurveyURL variable.
Fixed: SMTP/POP does not work if SmarterTrack server and mail server both have IPv6.
Fixed: The "Initializing SmarterTrack. Please wait..." spinner that appears after starting a Hosted SmarterTrack site is off-centered.
Fixed: The up/down arrows that are used to reorder Community Categories are broken.
Fixed: When a KB folder uses a Translatable String for its name, it is not translated in all areas.
Build 7705 (Feb 5, 2021)
Added: Carbon Copy (cc:) field for ticket submissions on the portal.
Added: The ability to send verification emails to selected users from the Users list. Added the Actions dropdown.
Changed: The timestamp on the "resend attempt" comment is now displayed in UTC time.
Changed: Users who are logged in can no longer change their email address when submitting tickets from the Portal.
Fixed: Attempting to add the Ticket Workload Trend report item to an existing custom report does not work.
Fixed: Completed Forms are removed from the User Details view when that user's email address is added as a User account.
Fixed: Department names that include special characters can not be clicked in the By Department list in the navigation pane.
Fixed: Event conditions or actions aren't properly focused when deleting some part of that event condition or action.
Fixed: In Dark Mode, the Show HTML window displays light grey text on a white background.
Fixed: In some reports, the Group By list "Employee" option switches between showing "User" and "Employee".
Fixed: Translatable Strings used in Department and Group names are not properly translating in a variety of areas.
Fixed: When doing an Advanced Search in Tickets, the "Comments Only" Search String option does not limit search results that contain the criteria in the comments only.
Security: Fixed potential minor vulnerability.
Build 7691 (Jan 22, 2021)
Key Features
Brand Options tab now allows the Cookie Disclaimer to be enabled/disabled on the Options tab. (It is disabled by default.)
Release Notes
Changed: API documentation to reference which calls require Communicator licensing.
Changed: German translation file (de.xml)
Changed: Moved the Privacy Policy URL from the new Cookie Disclaimer tab to the Portal tab in Brands.
Changed: Privacy Policy Options tab renamed to Cookie Disclaimer.
Changed: The Autoresponder Blacklist now applies to all automated email deliveries.
Fixed: If a QCl rule is already in place for an agent, the agent is not removed from the Agent dropdown list that appears for new rules.
Fixed: Language string correction for Spanish translation file.
Fixed: The blue highlight on the nav pane becomes vertically misaligned when the Brand selector is modified.
Fixed: The built-in event "Upgrade Protection Reminder" is still referencing Upgrade Protection, not Maintenance and Support.
Fixed: The calendar in the Holiday modal is not vertically centered for months that span 6 weeks/rows.
Fixed: The Knowledge Base > By Agent dropdown arrow appears even when there are no KBs assigned to agents.
Fixed: The tab order for the admin/company setup page in the Setup Wizard.
Fixed: Transfer action doesn't work for tasks that are assigned to tickets.
Fixed: Unable to apply new avatar for an Employee or User in the management interface.
Fixed: User/employee pages do not account for the Froala editor changes for the leave page warning.
Fixed: When creating a new user in the management interface, an endless spinner appears after the validation error informs the agent that the username is already in use.
Fixed: When navigating to Reports, the Agent-Group Activity report is displayed by default. However, when you expand the Audit Reports folder, Abandoned Live Chats is highlighted.
Fixed: When submitting a new ticket at the Portal, KB suggestions are no longer being generated based on the message body content.
Fixed: When using the "Copy To Address" feature, the agent reply from appears on the ticket even if the agent who is responding no longer has access to the ticket.
Fixed: When using the Add button to add a New Call Log to an existing live chat, the call log does not properly fill the header details.
Efficiency: Performance of the Users and Organizations pages significantly increased.
Efficiency: Unused language strings were removed from the application to simplify translation efforts.
Build 7656 (Dec 18, 2020)
Added: API call for SendUserVerificationEmail.
Added: Indicator that specifies which message in a ticket thread was resent.
Changed: A ticket in the Queue that an agent replies to via an email client will now be automatically assigned to that agent.
Changed: The user verification email is now sent any time a new Registered User is created. (Previously, the verification email was only sent when users were created at the Portal.)
Changed: The UserSortSettings are now part of the UserSettings table.
Fixed: Cannot edit Font or Font Size in a new KB if the window is below a certain size.
Fixed: Custom Reports can be saved without any report items.
Fixed: In Firefox, the External Feeds modal has a scrollbar.
Fixed: In the groups section of the manage tab the brand name is not being translated if using a translation string.
Fixed: Padding for checkboxes across various grids is too narrow.
Fixed: Reply to Ticket event action is not sending on tickets that meet the event requirements.
Fixed: Some grids had scrollbars that are offset incorrectly from their scrolling content.
Fixed: The "Leave site?" browser warning appears when you attempt to save a new Community thread.
Fixed: The buttons on the VOIP Accounts modal are aligned to the left rather than to the right.
Fixed: When editing a call log, the Related Item modal has a scrollbar.
Fixed: When editing a reply or Thread in the Community, a console error appears when saving.
Fixed: When uploading an image or file via Froala editor, the "loading" indicator can be partially hidden behind the editor toolbar.
Fixed: When you save a canned reply, it shows in the list with 0 Languages.
Fixed: When you save a new News Items, it is duplicated.
Build 7642 (Dec 4, 2020)
Added: "During Holidays" and "Outside Business Hours" Conditions added to all ticket events that do not have it.
Added: "GetUsersProperties" API call allows you to get "Authentication Type" and "Authentication Domain".
Added: In Tickets and Live Chats, changed Advanced Search date range to be remembered in browser storage.
Added: The values that are acceptable for Authentication Type in "SetUserProperties" API documentation.
Changed: HTML editor added to the portal ticket submission page, replacing the text box.
Changed: Increase the Agent limit for the Global Tickets > By Agent dropdown to 2500.
Changed: Licensing page layout simplified.
Changed: On the User Details page, the user's display name now links to their Community Profile page.
Changed: Ticket event action 'Reply to Ticket' now follows the global Ticket setting for 'Default Reply Option'.
Fixed: Call Log window does not close after delete.
Fixed: In Firefox, the Knowledge Base folder modal has a scrollbar.
Fixed: In installations with multiple brands, the navigation pane stops updating ticket counts when an individual brand is selected from the Brands dropdown.
Fixed: License activation doesn't alert the user if the number of agents exceeds the license limit.
Fixed: Navigating a user's profile page results in error regarding st_ThreadPostAbuse in some installs.
Fixed: The Hosted SmarterTrack Begin Setup page flashes a spinner and background text before loading.
Fixed: The pencil icon that appears when an agent or user is typing on a live chat is larger than it should be.
Fixed: The Tickets and Knowledge Base empty preview pane icon doesn't match the menu bar icon.
Fixed: When editing a ticket draft message, the editor's Quote formatting gets applied to text that is not highlighted.
Fixed: When the Reply to Ticket event message includes a URL in an href, the URL is sometimes modified, causing the hyperlink to break.
Build 7619 (Nov 10, 2020)
Added: "SetUserProperties" API call now allows you to set "Active Directory Domain" as an input. (Required if Active Directory is used.)
Added: Copy to Clipboard button for the email address(es) in a ticket, live chat, and call log.
Added: Send Form modal shows all recipients with checkboxes next to them to determine who gets the form. Defaults to the primary only.
Added: Unsaved changes alert to several areas in the management interface.
Changed: "Group By" in the Report area to a dropdown.
Changed: Email reports have been cleaned up to look more like the interface reports.
Fixed: Issue that can cause some related items to not show all related tickets.
Fixed: When installation is running Free Edition, navigating to Licensing Settings results in Oops page and Null reference error.
Efficiency: Chat widget now won't update when tab isn't active, and will update immediately when you select it again.
Efficiency: Chat widget will now slow down update requests once a person has been on a page for a significant amount of time.
Efficiency: Icons are now combined into an optimized file that results in faster reload and paint of the interface.
Build 7607 (Oct 29, 2020)
Added: "During Holidays" and "Outside Business Hours" Conditions added to "Ticket Created" and "Ticket Message Received" events.
Added: Security setting to allow Administrators to modify the Content Security Policy.
Changed: In System and Agent Events, removed the bold styling from Conditions that are enabled.
Changed: Licensing page is cleaner and simplified to match other SmarterTools products.
Changed: Updated Track report Charts to a be more interactive.
Fixed: A blinking dot appears next to the line that separates the nav and preview pane on certain pages.
Fixed: Agents with "Manager" role can see active live chats for departments they are not a member of when viewing Live Chats > Active and By Agent.
Fixed: Attempting to add a translatable string token name in a field that does not support translatable strings causes the saved text to show HTML attributes.
Fixed: If a portal visitor is in the process of filling out the live chat widget, and all agents go AFK or business hours end, the chat gets stuck in the Queue.
Fixed: In the Autoresponder modal, the Insert Variables dropdown does not properly insert variables.
Fixed: MariaDB fails database creation with "Row Size Too Large".
Fixed: Scenario that causes inline images to disappear from the inline view and removes the hyperlink text surrounding the image during a draft save.
Fixed: The My Tickets > Follow-ups ticket counter is slow to update.
Fixed: The text of some event conditions shows below the checkbox for that condition.
Fixed: Tickets basic search will not return results if your sort is set to Department, Brand, Group, Agent, or Display Name.
Fixed: When exporting Trend reports, the default sort option is not preserved in the CSV or TAB file.
Fixed: When the "Survey Conversion Rate" report is exported, the values are not displayed under the correct headers.
Build 7579 (Oct 2, 2020)
Added: The ability to merge tickets for an Organization from their Tickets tab.
Changed: Adjust the about page to be more consistent with our other products.
Changed: Communicator timeout from 3600 to 180 seconds.
Changed: Dark theme adjusted to provide greater contrast and make it easier to use.
Changed: Minor styling changes within the Management interface.
Changed: Settings pages with a preview pane will now ignore the setting hiding them.
Changed: The Navigation Pane headings have been replaced with separators.
Changed: Translatable string button images are now more consistent with other icons.
Changed: Waiting tickets, whether waiting on an Agent or the customer now show as simply "Waiting" on the portal.
Changed: When transferring tickets in bulk, tickets with pending Drafts will be skipped and not transferred.
Removed: Video on the Getting Started page.
Fixed: Clicking the Translate button multiple times while it tries to translate causes an error.
Fixed: Entering a period after a hyperlink has been inserted can cause two periods to appear automatically.
Fixed: Issue that can cause duplicates of a language to be added to supported languages.
Fixed: Issue that could cause the blocked chat warning message from showing while in Call Log window.
Fixed: KB folders show in the Navigation Pane for an agent even if that agent does not have access to those folders.
Fixed: Part of a button appears above the Search bar in a News item.
Fixed: Removing an Agent from a Group using the Employees > Groups tab does not properly redistribute their Active and Waiting tickets.
Fixed: Spacing issue with the Navigation Pane in Safari.
Fixed: The "Duration" field is missing in the ticket list for tickets that have a duration of 0h 0m.
Fixed: The timer for auto-saving Drafts doesn't start until the user stops typing for the specified time.
Fixed: Ticket custom field auto-save happens too fast, removing focus from that custom field.
Fixed: Ticket query for getting tickets to auto-delete breaks on MySQL.
Build 7551 (Sep 3, 2020)
Added: A background thread to handle Ticket hand-off during logout.
Added: A busy spinner to the Hosted SmarterTrack welcome page when the Begin Setup button is clicked.
Added: A new API call GetAllOrganizations that returns information for all Organizations.
Added: API call to change an agent's availability for chats in a given group.
Added: SMTP selection for the Diagnostics Error Emails.
Added: Sort functionality to the Quality Control section.
Changed: Modified the Custom Field Open URL buttons/links to be consistent in all areas.
Changed: The Self Diagnostic page now show the full SmarterTrack build and proper .NET Framework version.
Changed: VOIP settings information message displayed at the top of the VOIP settings area.
Fixed: Attachments to ticket replies are not viewable in iOS Mail.
Fixed: Call Log Advanced Search does not return expected results.
Fixed: Image Formatting using the HTML editor is not preserved in the Ticket or when viewed in the Portal.
Fixed: In Safari, horizontal scrollbar are showing in the HTML editor button dropdowns.
Fixed: In Safari, the nav pane items are not centered vertically when they are highlighted or hovered over.
Fixed: In the Ticket compose window, the autocomplete dropdown is transparent, allowing the HTML editor to be seen beneath it.
Fixed: Issue that could cause the link window in the editor to be cut off when adding links in Ticket Signatures.
Fixed: Issue that prevents Agents from logging out of the Management Interface.
Fixed: On some pages in Safari, expanding the editor toolbar causes the page content to shift.
Fixed: Ticket drafts are not automatically saving when the Auto Save Frequency is specified.
Translations: Updated the French translation file.
Build 7524 (Aug 7, 2020)
Added: Ability to create new call logs from the Add menu on a live chat.
Added: Copy to Clipboard functionality for Ticket, Live Chat and Call Log numbers in headers.
Changed: "Administrate this ticket online" language string changed to "Manage this ticket online".
Changed: IMPORTANT: This release makes changes to the web.config file. If you have a custom web.config file, you will need to adjust it while upgrading.
Changed: MaxMind location package updated to most current database.
Changed: Report charts now appear more clear on high DPI monitors.
Changed: Updated jquery to 3.5.1.
Changed: Updated SignalR for Live Chat.
Changed: Updated the Froala editor to 3.1.1.
Removed: Image indicator from the ticket message body.
Fixed: An endless spinner will no longer occur if you attempt to save a custom report that has report items but no title.
Fixed: Brand's "Privacy Policy Options" notice appears persistently on Portal even after accepting terms.
Fixed: Brands > Autoresponders is now properly sorted by display name.
Fixed: Clicking insert on canned reply popup without an item selected will now indicate the issue instead of silently failing.
Fixed: Community posts will now prevent duplicate clicks to the Send button.
Fixed: Email addresses with an apostrophe ( ' ) could cause issues.
Fixed: Error message not showing properly on forgot password page.
Fixed: Host Header validation is broken on new brand creation.
Fixed: Images uploaded to various areas of SmarterTrack via Insert Image toolbar button (with a src of "TempResourceHandler.ashx") disappear after some time.
Fixed: In Call Logs, basic search results don't match search results of Adv Search > Search String.
Fixed: In Firefox, a live chat's Related Items modal was showing a scrollbar.
Fixed: In the live chat widget, dropdown list custom fields that use translation strings do not immediately translate when the Portal's language is changed.
Fixed: Live Chat input area shows after attempting to add comment to newly added ticket associated with live chat.
Fixed: More friendly error appears when attempting to Resend a ticket message when no SMTP account is available.
Fixed: On the Portal's KB folder view, added the lock icon next to the title of KBs that are marked as private.
Fixed: Plain Text content will now properly paste from clipboard into editor.
Fixed: Resolved an issue if ConnectionString property is set incorrectly and user is logged in and have remember me marked.
Fixed: Resolved an issue with sitemap being generated incorrectly in some locales.
Fixed: The Create Account button on the User Details page does not appear for agents who have role permission to 'Create a user's profile'.
Fixed: Ticket Advanced Search is not returning results when certain Custom Fields are used.
Fixed: Translatable Strings used in Department and Group names are not properly translating in a variety of areas.
Fixed: User activity overview report header now shows correct title.
Fixed: When a new Supported Language is added, the Translatable Strings tab doesn't immediately update the translated status.
Fixed: When creating an organization, modals generated from the Add Members or Add Comment options span the width of the popout modal.
Fixed: Yes/No custom fields do not default to correct value on the portal side of web interface.
Efficiency: Reporting system now initializes faster.
Security: Added noopener and noreferrer to exterior links with target="_blank".
Security: Chat ticket submission process is now rate limited per IP.
Build 7479 (Jun 24, 2020)
Changed: Included the ability to delete autoresponders when editing a Brand.
Changed: The attachment downloads page was adjusted so that it's now possible to access it via the API.
Fixed: A ticket's Idle time is being updated incorrectly when a user responds to a message multiple times in a row.
Fixed: After a draft message has been saved, inline images/attachments in the reply compose window cannot be completely removed without saving the draft message again.
Fixed: Agents cannot edit their own live chat comments.
Fixed: Agents can't save a new signature in Social Settings on the Portal.
Fixed: Certain circumstances could cause Agents to get an endless spinner when replying to tickets.
Fixed: If a chat is assigned to the Queue, that chat doesn’t show up in the Live Chat tab on the User Details page for that user.
Fixed: Live chat ticket submissions do not use agent assignment from the External Provider.
Fixed: Selecting multiple brands for a news item does save those brands properly.
Fixed: Survey Results > Answers report results in a 'fatal error' when using a MySQL database.
Fixed: The live chat Advanced Search option is not available when the agent's live chat role permission is set to None or if the View Queue permission is denied.
Build 7422 (Apr 27, 2020)
Fixed: "This ticket could not be transferred since it does not meet its closing requirements" error shows in unexpected scenarios.
Fixed: A rare MySQL error of "Failed to open the referenced table 'st_KBArticles'" that prevented successful upgrades.
Fixed: Call logs that do not contain a phone number do not appear in the User Details window or Call Log list and cannot be deleted.
Fixed: During a ticket reply, certain formatting of hyperlinks and inline images could cause the hyperlink to be removed and the text below to be hyperlinked with a URL that downloads the image.
Fixed: On the Ticket Handling report, sorting by Default and switching between Ascending / Descending doesn’t change the list sort.
Fixed: On the Ticket Workload/Workload Trend reports, New Ticket column is in wrong position.
Fixed: Scenario that causes inline images to disappear from the inline view and delete/hyperlink text surrounding the image.
Fixed: Scenario that could cause the autoresponder to fail to send due to null reference exception.
Fixed: User Details window does not show an error when an agent attempts to merge more than 10 tickets at a time.
Fixed: When printing a ticket or call log, the Custom Fields section shows the Token Name of translatable strings instead of the translated string.