HESK version 2.4 BETA (test version)

[Klemen]

I am happy to announce that a new version of HESK is ready for testing! If you are interested please read this post carefully for details.

BETA WARNING

This is a BETA/TEST version of HESK. This version of script has been released for testing purposes only, it should not be used in a live environment! There is no guarantee the functions will work as planned. Use at your own risk! Please report any bugs/problems to this post.

Is the BETA version for me?

The BETA version is for testing purposes only. You should be familiar with previous version of Hesk (successfully installed a previous version of Hesk at least once).

How can I help?

Install HESK 2.4 BETA (in a test folder, not live!), test all features/settings as admin, staff and customer then come back and report any problems. The more feedback I get the sooner I will be able to officially release and support version 2.4

What's new in 2.4 BETA
CLICK HERE for a short preview of HESK 2.4 BETA

For a complete list of changes see at the bottom of this post.

How to report a bug?

To report a bug please reply to this topic and try to include as much info about the bug as possible, but please at least this information:
Operating system (Windows, Linux, ...):
PHP version:
MySQL version:
Description of bug:
Exact steps to reproduce the bug:

Download
Download HESK 2.4 BETA here

Please report any bugs/problems/comments/feedback about HESK version 2.4 BETA to this post.


Changelog

- encoding changed to UTF-8 for all languages
- time spent on ticket
- POP3 fetching (connect to an email account and turn emails into tickets)
- customers may reply to tickets by replying to notification emails
- detect email piping loops
- detect and correct mistyped email addresses
- enable/disable autoassign per category
- private ticket categories (for use by staff only)
- merge several tickets into one
- sticky knowledgebase articles
- keywords for knowledgebase articles
- hide date and views from knowledgebase articles
- fixed bug: when moving ticket category on autoassign email wasn't sent
- fixed bug: reopen link still showed to customer when it should be disabled
- fixed bug: misplaced quote in users online list HTML code
- fixed bug: close ticket selection missing in new statuses
- fixed bug: staff should not be able to create new accounts with more features
- fixed typos in some variable names
- fixed email date issues
- fixed email notifications should be sent in preferred language
- improved permission checking for access to attachments and tickets
- updated calendar to latest version
- updated WYSIWYG editor to latest version
- updated mime_decode to latest
- filter ticket ID for bad words
- delete individual attachments from tickets
- new special tag for email templates: %%STATUS%%
- search ticket notes
- forgot ticket ID lists open and most recent tickets first
- forgot ticket ID can list open tickets only
- limit maximum open tickets per client (web form only)
- new replies can now be shown on top of the page
- reply box can be moved to the top of the page
- when showing next ticket that needs attention don't show assigned to someone else
- when search by message also search by replies
- email when note is added to ticket assigned to me
- email subjects changed to include ticket subject and tracking ID
- improved email validation
- moved less common functions from common.inc.php
- modified admin header to show nicely in non-English versions
- mark replies read by customer
- a number of other minor changes and fixes

[Klemen]

How to test POP3 fetching:

1. Create a new email account for testing
2. CHMOD file "inc/mail/hesk_pop3.php" to 755
3. Enable POP3 fetching in Settings (Email tab)
4. Either manually open the "hesk_pop3.php" file in browser to fetch mail or setup a CRON job to call the file say every 5 minutes.


A note about languages:

As of 2.4 HESK will require UTF-8 for all languages. Please make sure you save your language file as UTF-8 without byte order mark (BOM)!


A note about database compatibility:

Please make sure you do a full database backup before updating previous versions to 2.4 BETA. Because the database charset will be converted to UTF-8 it is possible non-English users will experience problems with converting charsets (existing tickets/articles not showing correctly).

Please post any conversion problems here.


Modifying email subjects:

To modify email subjects simply change the template inside the language file (language/en/text.php).

Available tags for email subjects are:
%%SUBJECT%% (ticket subject)
%%TRACK_ID%% (ticket tracking ID)
'%%CATEGORY%% (ticket category name)
'%%PRIORITY%% (ticket priority)
%%STATUS%% (ticket status)


Allowing customers to reply to tickets by replying to emails:

To make HESK track customer replies to tickets via emails make sure:
1. either email piping or POP3 fetching must be enabled
2. the "From:" email address in HESK settings must be the same as the email address used for piping/pop3 fetching

[kabuc]

After installing I got error:
Parse error: syntax error, unexpected T_ARRAY_CAST, expecting '(' in ...\hesk_settings.inc.php on line 120
120 line: $hesk_settings['email_providers']=array(Array);
Fix to: $hesk_settings['email_providers']=array();

I can't find function where I can to disable 'time spend on ticket' if I don't needed it.

[Klemen]

The syntax error should be fixed now, if anyone else experiences it please let me know.

As for time spent on ticket - it can't be disabled globally (at least not in beta yet), but you can disable auto-start of the timer on the "Profile" page.

[lupolo]

Testing the script ..

I tought i did saw something strange with the merge tickets, had merge to tickets, the one in the middle of both getting the first reaction from a customer from the one on the bottom.

- Missing a smooth option to place the name to the from adres on the smtp settings. How can i fix this?

furher i'am busy with the option to send the customer a close mail (wenn clossing the tickets)

You did a hell of a job! Nice release you have rolled out!

Thank you!

[Klemen]

Thanks for testing!

Merging tickets is always a tricky thing. The way Hesk does it - it merges all posts into the oldest ticket grouped by tickets ordered by age. In other words, you should first see all messages of the oldest ticket, then all messages of the second oldest ticket, all messages of the third oldest ticket and so forth. Not perfect and it may be improved in the future.

A "from" name will probably be included in final release, I just need to make sure it is properly encoded before used.

Email when closing tickets - probably not yet, sorry!

Feel free to post any other feedback.

[Klemen]

P.s.: in beta you can manually modify From address:

1. open inc/email_functions.inc.php
2. replace all instances of

Code: Select all

$hesk_settings[noreply_mail]

with

Code: Select all

Your name <$hesk_settings[noreply_mail]>

3. save & test

[ruffmeister]

hi there,

the email piping setup says look in the read me i have looked and there is nothing about the email piping settings that need to be entered

Please advise

[lupolo]

Wenn printing a ticket i see some 'code', see also my attachment.



Also with 2.3 the printer command in Windows did start automaticly, with 2.4 not.

[Klemen]

@ruffmeister

For email piping see instructions for version 2.3:
http://www.hesk.com/knowledgebase/?article=58

If you want to use POP3 fetching instead, instructions are in my 2nd post.

@lupolo
You just found a nice bug, thanks for reporting! If not earlier, a fix will be included in final release.

[ruffmeister]

Hi there,

Based on my previous comments i assumed that the email piping settings were the same from 2.3 and they were and these work.

QUestion are upgrades working in this beta?

readon i ask is that on an upgrade i get -
Update database tables
-> Testing database connection... SUCCESS
-> Installing database tables... ERROR: Old tables not found

Old Hesk database tables not found, unable to update. If you are trying to install a new copy of Hesk please run the installation program again and select New install from the installation page!

Click here to continue

[Klemen]

Upgrade worked fine for me.

What version are you trying to upgrade from? Did you upload hesk_settings.inc.php from version 2.4 before upgrading or did you use existing one?

[ruffmeister]

Hi there,

Have tried the following

1) Copied a 2.3 install fodler and 2.3 SQL Database - copied over the 2.4 beta files and ran upgrade same response.

2) just the 2.4 files and 2.3 SQL database and same error.

Hope that helps

[lupolo]

I think attachmends are also not working. It will popup a message check server path settings.

[Klemen]

@ruffmeister

What is your MySQL table prefix? The default one "hesk_" or something else?

@lupolo

Attachments work fine for me. How large attachments are you trying to upload? You may be reaching limit set on your server (check php.ini for upload_max_filesize and post_max_size limits).