New version of HESK: 2.4.1

[Klemen]

HESK has just been updated to version 2.4.1

This version fixes and improves some functions of 2.4.

UPDATE FROM VERSION 2.4:
1. Download HESK 2.4 to 2.4.1 patch
2. Read HOW TO INSTALL.html

UPDATE FROM OLDER VERSIONS:
1. Download Full installation file
2. Open docs/step-by-step-guide.html and read instructions under "Upgrading from old versions"


If you have problems with version 2.4.1 please open a new topic, do not reply here!


Changes in 2.4.1:
- fixed comment URL parsing issues when replying to a ticket as staff
- fixed Knowledgebase file uploads not working on some installations of 2.4
- with auto-login set to OFF and Debug mode set to ON, notices were shown after staff login
- knowledgebase attachments on private and draft articles cannot be downloaded
- lastchange not updated when deleting ticket posts without status change
- some servers add slashes to file_get_contents(), detect and remove them
- some servers may report maximum file size in lowercase letters
- column hits in table hesk_pipe_loops didn't have a default value
- merge tickets option not showing on some installations of 2.4
- if a POP3 stream wrapper is already registered remove it
- improved detection of returned emails

[kabuc]

I just modifying 2.4. I spend a lot of time to move from 2.3 to 2.4.. And now after few days you notice that now is 2.4.1... I think 2.4 is too early released version... WTF...

[Klemen]

2.4 was a large update and as with any software, bugs do exist, even though it has been tested by many people before released. Also, many of the bugs only effect certain server configurations and I don't have the means or funds to test a free script on hundreds of different servers.

As a developer I believe it is my duty to fix bugs we find. That is what I do and that is what I will also do in the future, even if that means a new version every month.

Because 2.4 has been released recently I also made a patch available, so you can see exactly which files were modified and just use those instead of all of them. If you look at the patch you will see most files are probably those you didn't edit at all.

[kabuc]

2.4 was a large update and as with any software, bugs do exist, even though it has been tested by many people before released. Also, many of the bugs only effect certain server configurations and I don't have the means or funds to test a free script on hundreds of different servers.

As a developer I believe it is my duty to fix bugs we find. That is what I do and that is what I will also do in the future, even if that means a new version every month.

Because 2.4 has been released recently I also made a patch available, so you can see exactly which files were modified and just use those instead of all of them. If you look at the patch you will see most files are probably those you didn't edit at all.

Sorry Klemen. I just had a hard day (or even week). And just a little bit angry. I just lose one's temper. But not on you and not what you are doing. I respect your work and what you do with hesk. I am grateful for the correction of errors, and made ​​hesk the updates.

[zmenchho]

issues with downloading attachments in tickets, it acts like it is working to download it however, it just sits and waits.

KBase works, this is in a ticket, you click the link to download the attachment and it just sits and waits.

V2.4.1

[Klemen]

@kabuc: No problem, apology accepted.

@zmenchho: Please post a new topic with as much information as possible (even your help desk URL so we can test it).

[dr_patso]

just a desperate call for help.

I as well as other team members are getting tired of copying and pasting replies and creating tickets inside Hesk. But I don't think my team would be willing to give up the functionality of outlook, sometimes we reply to tickets with 15-20 emails on the chain and a lot of embedded screenshots to walk users through things.

I was thinking we could set up a rule for the support queue to forward all incoming emails from the queue to a separate hesk inbox, but how would we track replies, could we CC the address hesk is hooked up to on all our replies? or would that create a new ticket every time?

Basically if someone has some input , what would be the best way to create tickets and track replies but still use outlook the whole time.

We also will need to disable the notifications that a ticket has been created and replied too etc i guess.

[dr_patso]

sorry to spam this thread, I should've made another one... but I think I've discovered the only way email piping would be functional is to have the main piping and replies come from one account, support staff must reply to tickets from within the tool if they want them tracked easily.

[Klemen]

I'm not sure what to say as I have no experience with Outlook. However, the only way to go through HESK is to have HESK connect to mail/fetch emails and reply using the web interface. To use Outlook directly you would probably need to find something that integrates with it.

Note that staff replies over email will not be tracked or allowed by HESK for security reasons - it is way too easy to forge "from" email addresses to rely on those to fetch and submit staff replies via email.

[kabuc]

Then I click on "List private articles" url I got blank page in admin/manage_knowledgebase.php?a=list_private

Then I in 584, 586 lines changes same text from:

if ($num)
{
while ($row = hesk_dbFetchAssoc($res))
{
$private_categories[] = hesk_dbResult($res);
}
}

to:

if ($num)
{
while ($row = hesk_dbFetchAssoc($res))
{
$private_categories[] = $row['id'];
}
}

And now everything is ok, but its everythink ok really?

[Klemen]

Yes, this is the correct code to fix this issue, thanks for reporting. The error only happens if you have 2 or more private categories.

[kabuc]

In hesk settings, dont work property "Max open tickets". It count all tickets, and opened and closed.
Something wrong in submit_ticket.php file in #221 line
$sql = "SELECT COUNT(*) FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets`
WHERE " . hesk_dbFormatEmail($tmpvar['email']);
or something wrong with hesk_dbFormatEmail function.

[Klemen]

It's a bug, it should say

Code: Select all

$sql = "SELECT COUNT(*) FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `status` != '3' AND " . hesk_dbFormatEmail($tmpvar['email']); 

[kabuc]

It's a bug, it should say

Code: Select all

$sql = "SELECT COUNT(*) FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `status` != '3' AND " . hesk_dbFormatEmail($tmpvar['email']); 

I wanted to say nicer.

[Klemen]

Well if it's a bug it's a bug. It happens and I'm not proud of it, but hey it's better to confess and fix then deny