NEW version of HESK: 2.3

[Klemen]

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

DATE: 15th September 2011
VERSION: 2.3
DOWNLOAD FROM THE HESK WEBSITE: http://www.hesk.com

HESK version 2.3 is proudly sponsored by SysAid Help Desk Software - an enterprise-level multi-platform help desk and asset management solution.

What's new in version 2.3:
- a "What You See is What You Get" (WYSIWYG) editor for Knowledgebase articles
- import tickets into Knowledgebase articles
- automatically assign tickets to appropriate staff
- staff can change status of tickets
- two new ticket status options: On Hold, In Progress
- staff can set ticket priority to "Critical"
- view what staff is currently online
- create tickets from email (email piping)
- support for sending emails using a SMTP server rather than PHP mail()
- improved ticket sorting algorithm and new sorting options.
- change default ticket display and sorting in the admin homepage
- find tickets by email and sequential ticket ID
- brute force protection for both ticket view and staff login
- Hesk is now IPv6 ready
- fixed bug where required custom fields with value 0 would return an error
- fixed bug where emails were sometimes not sent to all staff when changing ticket category
- fixed bug where knowledgebase article count wasn't updated properly
- fixed a potential security issue on servers with PHP register_globals enabled
- renamed "Close ticket" to "Mark as Resolved" for clarity
- renamed "Archived" to "Tagged" for clarity
- you can require customers to enter both ticket ID and email to view a ticket
- modified ticket ID format so it is easier to read and repeat
- limit view of unassigned tickets to staff
- a number of error-handling and interface changes to make Hesk even more user friendly
- a number of minor changes and fixes.

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 report comments, feedback and problems to this forum.

[dbarry722]

Hi Klemen

Brilliant. Just downloaded the 2.3 version and hope to install if after Lifeboat training tonight.

Just on the 2.3 version. Does it upgrade 2.2?

Declan

[Klemen]

Yes, it does upgrade 2.2 as well as older versions, see readme.html for details.

[gabberkopf]

Great job! New version looks amazing.
Especially the possibility to save ticket overview and the new WYSWYG Editor.


There is only one feature I'm missing. To be able to use canned replies already when staff creates new ticket.

Is anybody already doing translations? Especially German.

[devcoder1]

Thanks Klemen

Good work

[ruffmeister]

hi there,

great system just upgrading from 2.1 to 2.3

can you advise how to make email non mandatory?

Ta

[Klemen]

@gabberkopf: I see what you mean, will add it to my to do list.

@ruffmeister: I forgot to add an option to make emails not required in 2.3... try this:: delete this exact code from submit_ticket.php:

Code: Select all

 or $hesk_error_buffer['email']=$hesklang['enter_valid_email']

and in inc/email_functions.inc.php just above

Code: Select all

/* Use PHP's mail function */

paste

Code: Select all

if ( ! strlen($to)) {return true;}

[ruffmeister]

Error: Please correct the following errors:

Please enter a valid email address

Changed the areas as described

[Klemen]

Just tested and works 100% for me. Note that you will need to submit a new ticket from CUSTOMER interface, to make this work from staff interface as well you need to remove that code from admin_submit_ticket.php as well.

Check it again if it doesn't work for you post in a related old new topic so we don't go off-topic in this thread.

[nickalass]

Hi Klemen, just want to say cheers for an awesome product.

I have a problem with setting server time offset, I have it set to 10 which displays correct server time on settings page however when I create a ticket the ticket history at the bottom gives correct created timestamp but the server time box near the top of the created ticket shows a timestamp of 2 hours earlier for both 'Created on:" and "Updated:"

[dbarry722]

Hi Klemen..

Just tried to upload to my server but am finding that its being blocaked because it has found a virus:

Atomicorp.PHP.ObfusTrojan.190703202159.UNOFFICIAL

I'm currently uploading bit by bit to see which file it is referring to.

Declan

[Klemen]

@nickalass: if you set "Daylight saving:" to off in settings does the problem persist?

@dbarry722: there are no viruses in Hesk, your antivirus probably reports it as "potential" virus because it has some obfuscated code inside that handles licensing (in admin_main.php and footer.inc.php). Check with your antivirus vendor to confirm. Any PHP expert should be able to reverse the obfuscation and confirm that nothing bad is inside.

[dbarry722]

Cheers Klemen..

Have popped off a helpdesk call to my web hosting company to see what they can do. Has this particular bit of coding changed from v2.2

Declan

[Klemen]

The exact same technique has been used in 2.2 and before.

@nickalass: another thing that comes to mind is that PHP and MySQL on your server are not set to the same time (timezone)?

[nickalass]

mysql timezone is correct, daylight savings not set, seems to be php problem.