NEW version of HESK: 2.4

[Klemen]

I am happy to announce a new version of HESK has been released.

DATE: 9th August 2012
VERSION: 2.4
DOWNLOAD FROM THE HESK WEBSITE: http://www.hesk.com

HESK version 2.4 is proudly sponsored by SysAid Help Desk Software - an enterprise-level multi-platform help desk and asset management solution.

What's new in version 2.4:
- POP3 fetching
- Email piping and POP3 fetching now support customer replies to tickets via email
- encoding changed to UTF-8 for all languages
- time spent on ticket
- 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
... and much more, a full changelog is available in the download!

What hasn't changed?
Even with the new version HESK is still FREE! However, you are invited to support the project by purchasing a license: https://www.hesk.com/buy.php


Please feel free to leave feedback in this forum. For any problems, please open a new topic!

[yaqwer]

- merge several tickets into one

Hi Klemen,

I've 3 test tickets in my testing environment of hesk and didn't find that option. I think that it shoud be in the drop-down menu at the bottom of the ticket list on the main admin page, but there is no merge option. Please navigate me to this point

Thanks,

yaqwer

[steve]

See the attached screen shot.



Hope this helps!

[yaqwer]

Hi steve,

I don't see this. My profile is set to Admin and not to Staff. All the other options are available except merge option. Seems to be a problem with rights management. Can you confirm this steve or Klemen?

Switched temporarily to Staff an assigned merging right. Doesn't work.

[Klemen]

Try this file:
http://www.phpjunkyard.com/extras/ticket_list.zip

Upload it to "inc" folder.

[dr_patso]

Hm, in 2.3 I added a timespent custom field with the format X.XX in .25 increments. Could I adjust all my old tickets to move to the new time spent in 2.4?

Also, is there a way to make the timer not start above the reply? It would have to be manually started? I didn't see a setting, would that be a simple code change then?

I really love adding the latest reply and reply box to the top.. it really helps especially if the users are use to outlook.

[dr_patso]

I think I may be getting somewhere, something like this I think.. This will be my weekend project I guess.

Code: Select all

UPDATE hesk_tickets SET
    time_worked=custom3
WHERE (
0.25 = 00:15:00
0.50 = 00:30:00
0.75 = 00:45:00
1.00 = 01:00:00
etc
etc)

[Klemen]

Sorry, dr_patso, I decided to use MySQL's "time" column as it's easier, faster and more reliable plus it will be used for generating reports in the future.

Yes, the timer can be set not to start automatically on the "Profile" page, you have an "Automatically start timer when I open a ticket" option under Preferences there.

[dr_patso]

it does make much more sense, I'm trying to create a SQL insert, or mod that will take all my old time from the custom field and put it into the new time_worked column, then i can drop all the old values and do something different with the custom field.

So far I've got this to do something on my test server and keep the rows the same.

Code: Select all

UPDATE hesk_tickets SET
    time_worked=custom3

I just need a where statement or something that says to move the values from custom3(my times spent field) to the new time_worked column BUT where 0.25 = 00:15:00 and 0.50 = 00:30:00

Once I manage this, the rest of my mods should be easy to implement.

[dr_patso]

I guess I can do these lines one at a time then move the column data, I'll shut up unless I find out how to write one query to do it all.

UPDATE hesk_tickets SET custom3= '00:30:00' WHERE custom3 = '0.50'
UPDATE hesk_tickets SET custom3= '00:45:00' WHERE custom3 = '0.75'
UPDATE hesk_tickets SET custom3= '01:00:00' WHERE custom3 = '1.00'
UPDATE hesk_tickets SET custom3= '01:15:00' WHERE custom3 = '1.25'

[Klemen]

How about

Code: Select all

UPDATE hesk_tickets SET time_worked = SEC_TO_TIME(`custom3` * 3600)

[Bilgisayar Destek]

Hi,

When I updated my HESK from v2.3 to v2.4, I had a problem about showing Turkish character. In all old tickets, Turkish characters were corrupted. On the other hand, I can not enter any Turkish character in fields, such as; name - surname, signature etc.

Best Regards

[dr_patso]

How about

Code: Select all

UPDATE hesk_tickets SET time_worked = SEC_TO_TIME(`custom3` * 3600)

wow thanks so much Klemen, I would have never thought of that, that's cool how the TIME function know to convert a number of seconds to that xx:xx:xx format, I lucked out here I think. EDIT: that must be waht the SEC_TO_TIME function does...

Just a simple

Code: Select all

UPDATE hesk_tickets
SET
    custom3 = null

and I'm done!

[Klemen]

@dr_patso: you're welcome, that's exactly why using built-in fields and proper field types is a good idea.


@Bilgisayar Destek:

This must be an encoding-related problem. Could you post a new topic please so we can better track the issue?

When posting the topic please:
- upload phpinfo file to your server and place a link to it:
http://www.phpjunkyard.com/extras/phpinfo.zip
- write your help desk URL

Also, note that version 2.4 requires UTF-8 encoding, anything else will not work correctly. Make sure your Turkish translation has $hesklang['ENCODING'] set to UTF-8 and that the text.php file is saved in UTF-8 without byte order mark!

[ruffmeister]

Hi there,

Have run the update on a backup of my live system

The update went on and successful - however when you go into settings it still says version 2.3 but the extra fields have gone live. When i enable email piping i get

Tables not found:

pipe_loops