NEW version of HESK: 2.3

[HCT]

Hello,
I have a similar problem when testing v2.3, a time format d-m-Y H:i:s in the settings was chosen, but in the updated collumn of main admin page display something like 17m52s, i don't know what time to be sure is correct.
The problem No. 2 is: after change to SMTP mail, error appears after submiting a new ticket (fatal error of email_functions.inc.php on line 82), although mail was sent and ticket is created.
And the email is getting to spam folder for both Google and Yahoo, it wasn't using v2.2.
I don't know whether the problem is common or just i have it. Need advice.
Thanks.

[Klemen]

HTC:

1. I didn't make that clear enough, but the "updated" column now shows how many seconds, minutes, hours, days... ago the ticket has been updated.

For example 17m52s means the ticket has been updated 17 minutes and 52 seconds ago.
7h33m means ticket was updates 7 hours 33 minutes ago.
2w3d means 2 weeks and 3 days ago.

Possible values are:
s - seconds
m - minutes
h - hours
d - days
w - weeks
mo - months
y - years

2. replace your email_functions.inc.php file with this one:
http://www.phpjunkyard.com/extras/email_functions.zip

If emails are going into SPAM but weren't with 2.2 then switch back to using mail() command rather than SMTP as the problem could be SMTP settings, mismatched SPF records, ... Make sure your "Noreply" email is of the same domain as SMTP server IP.

[dbarry722]

@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.

Hi Klemen..

Does purchasing a license give the ability to remove the section of code that is causing the issue?

Has any of this code in admin_main.php and footer_inc.php changed from version 2.2 to 2.3. I notice in my web hosting company that they have v2.2 available as an installable option which seems to have similar licensing code so can't really see why its allowed to install using version 2.2 but not 2.3

Declan

[Klemen]

The code (HTML) has changed slightly from 2.2 but the principle is the same. Contact your host and ask them to allow version 2.3, shouldn't be a problem if they are familiar with 2.2 already.

As for removing the code, I sent you a PM.

[nickalass]

Hi Klemen

Can you point me to the code where hesk updates the history field in the tickets table, my timezone offset seems to function as expected?

[Klemen]

It's in a lot of files as history is updated for several actions (reply_ticket.php, admin_reply_ticket.php, assign_owner.php, ...). Search files for

Code: Select all

`history`=CONCAT

.

[lupolo]

Looks like there is a problem with the email language files.

Wenn a customer reply's to a ticket and i use my own translation (Dutch) it will use the Englisch file instead of the Dutch one.

[ruffmeister]

All working Klemen thanks so much

[Cheetah]

group by owner

oooh, I love it, thank you so much

[Klemen]

lupolo - it's because the customer used English and his/her language was used.

I will fix this for 2.4 - make sure each person gets emails in the language they have selected.

[dbarry722]

Hi Klemen..

Just typing up a Knowledge based article but not sure if I'm doing something wrong here. I've the WYSIWYG enabled but in the article area, I don't see any reference to WYSIWYG. I went ahead and typed an article in using standard paragraphs but when I view the article it seems to have stripped out all paragraphs so that sentences are all running into one another. Ive sent you a pm to my website so that you can see what I mean.

Declan

[Klemen]

I didn't get any PMs but check:

1. double-check that WYSIWYG is enabled
2. make sure you use a modern browser inside admin panel
3. make sure you have Javascript enabled
4. if you modified any files try with original ones - check that you don't have any custom Javascript code in header/footer that might stop entire Javascript from working.

[dbarry722]

I didn't get any PMs but check:

1. double-check that WYSIWYG is enabled
2. make sure you use a modern browser inside admin panel
3. make sure you have Javascript enabled
4. if you modified any files try with original ones - check that you don't have any custom Javascript code in header/footer that might stop entire Javascript from working.

So far all the settings seem to be set correctly but Will check when I get home just in case our school system is blocking something. As it is a managed service, I don't have direct access to settings. That could also be why I can't seem to PM you here from school. Message is sitting in outbox but ain't going anywhere even though it said it sent it.

Declan

[dbarry722]

Arrghh!!

Yes, its my version of Internet Explorer that isn't showing the WYSIWYG screen. Firefox works fine at home.

Will need to speak to our managed service technical support team.

Declan

[techuser]

I really like the new editor for the knowledge base. I would like to post an enhancement request for the next build of HESK.

1. Can we add the same editor into for submitting tickets? It would be extremely beneficial if the users could copy and paste screenshots into the Ticket Pane window.

2. I would also like to adjust the flow of ticket's. It would be nice if notes (which are hidden to the end user), could appear after the communication back and forth, instead of putting notes up at the top. Often IT personnel will make technical notes that they do not want to see, and then respond to the customer. It would be easier to read if the flow of a ticket was in the form of date and time, instead of notes at the top and communique with customer in the ticket pane window.