New version of HESK: 2.1

[Klemen]

I am happy to announce a new version of HESK has been released. And even more importantly HESK has moved to a new, dedicated web site. A script like this deserves it, don't you agree?

DATE: 7th August 2009
VERSION: 2.1
DOWNLOAD FROM THE NEW WEBSITE: http://www.hesk.com

So, what's new? A lot of work has been done again, here are the basic changes:
- Full support for multiple languages
- Knowledgebase articles can now have attachments
- Increased custom fields number to 20
- Checkboxes now supported as custom fields
- Autologin feature
- Staff can edit all ticket details
- New redirect options after replying to a ticket (settable in Profile)
- Canned responses can be appended to the message instead of replacing it
- A read-only access to private knowledgebase by all staff
- Fixed numerous small bugs and issues thanks to large code testing and screening
- Improved security
- HESK moved to www.hesk.com Web site, links within the script updated accordingly


What's old? Even with the new website HESK is still FREE! Although you are invited to support the project by purchasing a license:
https://www.hesk.com/buy.php

Screenshot image of the admin interface: Help Desk Software


For questions/problems/upgrade instructions please read the README.HTML file first before posting!

Let me know if any problems occur that are not covered in the readme.html! I will still provide support on this forum.

[puniksem]

I was of course slightly worried that I had to perform another script update, however it couldn't have been simpler and took only a matter of a few trouble free seconds to upgrade to the latest version.

Once again PHP Junkyard, I'm suitably impressed by your professionalism and great free scripts.

I highly recommend to all that are deciding, this new version 2.1 installation and upgrade is a must have script.

I'm fast becoming PHP Junkyard's #1 fan!

[Bilgisayar Destek]

How can we find v2.0? Could you give us a link?

Best Regars

[Klemen]

Version 2.0 is not available for download anymore, only the latest version is.

[Maartenz]

Dear Klemen,

Can you tell me if the 'ticket-ID-generator-bug' is fixed in 2.1? We have alot of duplicate ticket-ID's in our system. If one of the tickets with the same ID is solved, we rename the old ticket ID in the database. Now we have alot of unsolved tickets with the same ID. This is a big problem.

Is upgrading a solution? Thank you very much for your comment(s).

Current version: 2.0
Platform: Windows 2003

[Klemen]

I was never really able to replicate duplicate ticket IDs. The code should generate very unique strings with the chance of two being the same extremely small (1 to several millions).

It seems to be a server specific problem where some servers can't really generate unique values but possible use some sort of caching. You can try opening submit_ticket.php in a plain text editor, changing

Code: Select all

/* Generate tracking ID */
$useChars = 'AEUYBDGHJLMNPQRSTVWXZ123456789';
$trackingID = $useChars{mt_rand(0,29)};
for($i=1;$i<10;$i++)
{
    $trackingID .= $useChars{mt_rand(0,29)};
}
$trackingURL = $hesk_settings['hesk_url'].'/ticket.php?track='.$trackingID;

to

Code: Select all

/* Generate tracking ID */
$trackingID='';
for ($i=1;$i<=5;$i++)
{
	$tmp = substr('AEUYBDGHJLMNPQRSTVWXZ12345678', mt_rand(1,29), 1);
	$trackingID .= $tmp;
}
$trackingID .= date('His');
$trackingURL=$hesk_settings['hesk_url'].'/ticket.php?track='.$trackingID;

and see if that helps.

[Maartenz]

Dear Klemen,

Thank you very much for answering. I will try it right away. I let you know if it works out!

[Maartenz]

No luck We have duplicate ID's again. Is there a way to extend the chars in the ticket ID? Let's say, bring it up to 15/20 chars? We cannot find out how.

Btw, our 'code to change' was:

Code: Select all

	/* Generate tracking ID */
	$useChars = 'AEUYBDGHJLMNPQRSTVWXZ123456789';
	$trackingID = $useChars{mt_rand(0,29)};
	for($i=1;$i<10;$i++)
	{
	    $trackingID .= $useChars{mt_rand(0,29)};
	}

	$trackidcheck = "select id from `".$hesk_settings['db_pfix']."tickets` where trackid='".$trackingID."'";
	$trackidcheckresult = hesk_dbQuery($trackidcheck);
	
}



$trackingURL = $hesk_settings['hesk_url'].'/ticket.php?track='.$trackingID;

A little different...
Was it already changed from 2.0 to 2.1?

Thank you for helping out.

[Maartenz]

We have 803 total tickets now (about 75 open tickets) and alot of solved tickets. Is there a way to change trackid to id as this is realy unique?

[Klemen]

The code you mention was never part of HESK, it was modified by someone on your end.

Could you open a new thread please so we can keep this one related to version 2.1 release news.

What you should do:
1. upgrade to 2.1 (I officially support only latest versions)
2. start a new thread
3. in the new thread post complete details about your server (including the phpinfo.php file)
4. post as much info as possible about the problem (when it started, how often you get duplicates, ...)

[Maartenz]

Dear Klemen,

I will. Only I couldn't start a new topic in the Hesk-forum so I tried here.

Thank you!

[SillPeter]

Hey Klemen,

Any ETA on hesk 2.2? Can't wait for it to be released!

Thanks in advance!

[Klemen]

No ETA, sorry. I'm having crazy days at work lately so I'm having trouble even following the forum.