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[26/12/2017] Planned Helpdesk maintenance - 4.76.1 - 4.80.2

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The helpdesk is having a scheduled maintenance period.

It will be unavailable during a software upgrade.

 

Starting at 20:00 UTC.

 

Changelog:

(Upgrade from 4.76.1)

4.77 Release Notes

New

  • [SWIFT-5061] - Added option for administrators to control maximum cases per page for individual views.
  • [SWIFT-5066] - The Knowledgebase and News wysiwyg editors now support drag/drop image upload.
  • [SWIFT-5060] - Emojis support has been added to case subjects.

Fixes and other improvements

  • [SWIFT-5082] - "From Email is Empty" error is logged if the FROM contains special characters
  • [SWIFT-2992] - Duplicate tickets displayed within Client Support Center when sorting according to status
  • [SWIFT-4479] - In Open Queue mode, transferred chat requests are not offered in Kayako Desktop if operator's status is set to 'Away'
  • [SWIFT-2440] - Help desk should not send follow up emails to the CC'd users of a ticket
  • [SWIFT-3297] - Improved pagination when searching cases from staff control panel.
  • [SWIFT-3654] - Attachment support has been added to the staff API for notifications and replies.
  • [SWIFT-3702] - In Open Queue mode, chats cannot be transferred to staff when live chat department is not assigned
  • [SWIFT-4424] - SLA plan is not applied if "clear Reply Due time" option is enabled for a status.
  • [SWIFT-4857] - Custom fields linked to Live chat (after chat) group are not updating
  • [SWIFT-4968] - First ticket post treated as plain text, even if it contains HTML.
  • [SWIFT-5034] - Current year within yearly ticket recurrence is now supported
  • [SWIFT-5054] - Resolved and Autoclosed date show different timestamps in reports.
  • [SWIFT-5063] - Improved support and error messages when "open_basedir" is enabled
  • [SWIFT-5069] - Emails from iPhones are being parsed blank
  • [SWIFT-5079] - Merging users generates a PHP error
  • [SWIFT-3020] - Survey email should be sent after a ticket is closed

 

 4.78.1 Release Notes

Highlights

  • You can now search and filter based on ticket tags.
  • Admin notification if an email cannot be fetched from an email queue.
  • In case of multiple email addresses for user account, there should be an option under User account to be enabled for sending ticket updates to all the email addresses.

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New Feature and Improvements

  • [SWIFT-1061] - Ability to filter and search according to ticket tags
  • [SWIFT-1175] - Admin notification if an email cannot be fetched from an email queue
  • [SWIFT-1683] - Added the ability for a user to receive notification emails on all their configured email addresses
  • [SWIFT-896] - Improved canned response formatting
  • [SWIFT-1116] - Manage Knowledgebase pages can now be sorted via 'Last Update'
  • [SWIFT-1360] - 'Auto Refresh' setting now works for filters

Fixes and other changes

  • [SWIFT-791] - Improved Knowledgebase article formatting when using quick insert into a staff reply
  • [SWIFT-1326] - Fixed a bug where staff teams did not obey Knowledgebase category restrictions
  • [SWIFT-4446] - Fixed a bug where Resolved date and Creation date were identical if using the release tab to make amendments
  • [SWIFT-4782] - Fixed a bug where adding email recipients name using commas caused malformed addresses to be added
  • [SWIFT-5067] - Fixed a bug where the SMTP server password did not accept %12 in the password
  • [SWIFT-5077] - Improved HTML formatting when using the strip tags option
  • [SWIFT-5097] - Fixed a bug which lead to Infinite loops with several custom fields.

Updates

We released a minor product build to fix the following defects:

  • [SWIFT-5117] - Different Ticket count shown for shared organization users
  • [SWIFT-5128] - SLA timers getting reset to previous values while replying the tickets
  • [SWIFT-5132] - Rest API issue with attachments accessible without ticket permission.

If you are currently using Kayako 4.78.0, a patch update is possible by updating only the files below:

  • '__apps/tickets/api/class.Controller_TicketAttachment.php'
  • '__apps/tickets/models/Ticket/class.SWIFT_Ticket.php'
  • '__apps/tickets/staff/class.Controller_Ticket.php'
  • '__swift/apps/base/models/User/class.SWIFT_UserEmail.php'

4.79 Release Notes

Highlights

  • The CC field on the 'Forward' tab now has auto-fill suggestions
  • SMTP server errors are now added to the error logs when there is an issue.
  • If the `Include ticket reply summary in staff replies`option is enabled, those summaries will now appear below a breakline.
  • For tickets created with the Staff API, attachments will now come through with the reply emails.

New Feature and Improvements

  • [SWIFT-4767] - Auto-suggestion is not working for CC option under the Forward tab
  • [SWIFT-4831] - SMTP errors should be logged under error logs for notification emails when there is an issue with SMTP server.
  • [SWIFT-3740] - Ability to select which attachments to purge (i.e. tickets, knowledgebase, etc)

Fixes and other changes

  • [SWIFT-5136] - Convert text box into select drop down for option Maximum number of emails to download in a batch
  • [SWIFT-5137] - Enable breaklines in Staff replies by default if someone enables the option `Include ticket reply summary in staff replies`
  • [SWIFT-5138] - Check and alert if `Email size limit` is more then the PHP memory_limit
  • [SWIFT-2230] - Filter results/Advanced search does not show all the ticket IDs if search limit is set as default
  • [SWIFT-2275] - SLA plan associated with User always overrides SLA plan for the tickets when user further replies the ticket
  • [SWIFT-4495] - Encrypted value of Custom Fields is visible in ticket list when seen under a 'View'.
  • [SWIFT-5035] - User email address is replaced with the Staff email address
  • [SWIFT-5058] - Placeholder used for 'username' for 'Send Email' tickets shall pick user name, instead of staff name
  • [SWIFT-5085] - User Search breaks while using Quick Filter
  • [SWIFT-5108] - Attachment is not sent in the reply email sent to customer for the tickets created using Staff API
  • [SWIFT-5115] - Increasing rating scale limit from 8 to 10
  • [SWIFT-5121] - Add valid kb article link for expiry message
  • [SWIFT-5125] - "acfinalintro" phrase is picking up wrong value for "status" and "hours" variable in final autoclose notification email for "Deutsch (DE)" language pack
  • [SWIFT-5126] - Admin receiving email parser alerts for banned email address as well

4.80.2 Release Notes

 

Update: Hotfix release 4.80.2

We've released a hotfix to resolve:

  • An  security issue which caused the potential compromise of an email queue set up in Kayako.  We recommend all customers apply the 4.80.1 updated release to ensure they are not vulnerable.
  • A change to Kayako's heartbeat routine (which calls home to us to let us know your installation is active) to make it more efficient.  

Original Release 4.80

Highlights

  • Adding a ticket note will now auto refresh the display.
  • When editing a ticket, the user's email field will now auto-complete.
  • The Mail Parser log has a new filter that shows only failed messages.
  • You can now prevent staff from using their own email address as the 'From' address when replying to a ticket.
  • Recurring tickets now retain CC recipients as well as the primary user address.

Upgrade notes: You'll need to restore the 'newslist' template, after the update. Also, if you're a Download customer upgrading from a much earlier version, make sure you review previous release notes as well. 

Bugs

  • [SWIFT-4810] - Improved compatibility of the SMTP handshaking to support mail servers using IPv6 identifiers
  • [SWIFT-4911] - Removed redundant parameter from MarkAsAutoClosed function calls
  • [SWIFT-5111] - Improved KQL to support the use of [] and # within ticket subjects
  • [SWIFT-5120] - Fixed an issue which caused extra line spacing when editing macros
  • [SWIFT-5127] - Improved Mail Parser to support emails with empty 'From' addresses
  • [SWIFT-5129] - Improved support for Russian characters in Mail Parser 
  • [SWIFT-5150] - Fixed the 'Incorrect tickets' count on support center when using shared organizations
  • [SWIFT-5176] - Fixed the API where adding replies would fail when using Kayako Classic Mobile Apps

New Features

  • [SWIFT-1045] - The Mail Parser log has a new filter that shows only failed messages.
  • [SWIFT-1683] - When using multiple email addresses there is now an option to send out replies to all the users' email addresses
  • [SWIFT-1737] - You can now prevent staff from using their own email address as the 'From' address when replying to a ticket
  • [SWIFT-2632] - Added an option to the REST API  to retrieve attachments for a specific ticket post

Improvements

  • [SWIFT-1598] - Fixed the 'Read More' link at the bottom of news articles so it's aware there is no more content
  • [SWIFT-1983] - Added Auto-complete for a user's email address when editing a ticket
  • [SWIFT-3465] - Tickets will now auto-refresh when adding ticket notes
  • [SWIFT-4687] - Recurring tickets will now also remember their 'CC' recipients
  • [SWIFT-4806] - Added an option to the staff API to disable sending automatic emails when creating a ticket reply
  • [SWIFT-5076] - SwiftMailer library is now current with the latest version.
  • [SWIFT-5157] - Improved error message display when creating ticket from the Staff CP where you are not assigned to the chosen department

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