Request for changes to upgrade policy.

[ashenfire]

Hesk 3.x

It isn't bad per se, but v2.x is plenty useful and 3.x seems like a theme change.

• 1. I am not happy about it. Items on left side not on top. Small fonts in the column fields, no font colors other than black.
  It would have been better to have options in 2.x to 'add a new theme'.
  2. Install failed partially because no install script asked the installer where the security folders are.
  For example:
  My admin folder is not called 'admin'. So lets just call it 'nimda' for this example.
  The upgrade from Cpanel occurred with no errors but when I went to login, I noticed it looked wrong and compared it to your demo
  and realized I had to do something.
  I troubleshot PHP and MySql and saw no errors so for 'goofs and giggles'; I copied the admin folder to the 'nimda' folder and it appears to
  be all I needed to do.
  3. While reading the Hesk forum, I noticed a request for IE9 to be supported. The requestor was advised to go back to version 2.x
  This raises the question; will 2.x have the same security as 3.x?

Just a hassle for a theme change.

• I am wondering if the following would be considered:
  1. Advise in the script installer (not just html help document) what folders needed to be copied to if we changed the name of the cache
  and admin folder.
  2. As an option, instead of making the user manually copy items to the renamed admin folder, have the script installer ask what the folder
  name is; and copy it for the user.
  3. Add to the knowledge base what P.E.A.R packages and P.E.R.L modules are necessary (if any) to make Hesk function.
  4. Consider theme changes to be different options for Hesk so when Hesk is updated for security or functionality; we don't have to
  scramble for the changes.
  5. Ticket window easier to read columns where the fonts can be seen (enlarged and color changed)

I spent more time than I think was necessary for an 'upgrade'; so I was hoping this would mostly increase my abilities to research
faster to ascertain if it is right for me.

[Klemen]

Thanks for your honest feedback. To address some of your questions/suggestions:

1. I know it takes some time to get used to the new theme. But it's mobile-friendly which has been requested by a large majority of Hesk users.

We will continue to improve the theme in the future to make it more usable and readable so all the feedback is welcome. Consider the first 3.x release a small step in future improvements.

2. You are probably using a third-party installer? That feedback should go to the software provider you use. But yes, even with original Hesk patch files you need to remember to upload files to the correct (renamed) folders.

3. IE9 is such an old (and insecure) browser that it will not be supported. However, there are some small changes that can be made to the public (customer) interface to make it at least usable in IE9 (attached in that thread and will be included in the next release).

But yes, as mentioned in the "Frequently Asked Questions" on the HESK download page, HESK 2.x will continue to receive bug and security fixes. It will not receive new features though.

4. Again, the auto-installer is not Hesk-made so that feedback should go to your software provider.

5. Hesk doesn't require any P.E.A.R packages or Perl modules. Whatever is needed is checked for and mentioned by the (original) installation script.

6. Support for admin themes will come (not a priority though), customer side already supports them now in 3.x

7. We'll be making improvements to the fonts/display/readability as we receive feedback.

[ashenfire]

It can't be friendly if I am perfectly okay with what already was going on and then it is NOW hard to read, not so fun, and doesnt display great.

Your download page mentions 'bug fixes' but I didn't see that synonymous with security issues. Anyways that works for me.

Cpanel doesn't differentiate the way your site does. I was under the impression that developers distribute code to cpanel that indicates a new
version is ready. Thus you would be in charge of what they know.

I appreciate your answers about PERL and PEAR packages. I was hoping it would be added to the Knowledge Base so when we research we
know what is to be expected during install and troubleshooting. I could have saved time by knowing not to mess with my PEAR and Perl settings.

I was hoping to add to the knowledge base that when updating that users need to be mindful of copying Admin items to their renamed folders;
and that this is the only folder that needs to be copied.

I appreciate your answer about third party installers like Cpanel utilizes. I thought you had 'options' in the third party installers to do switches. Anyways I understand you. The important part is that it is made known in the knowledge base and the hesk FAQ to be mindful of the admin folders if they are renamed.

I see version 2.x and 3.x the same where each one is a 'mode', one for mobile, one for desktops/flashier. I was hoping we could get either one
with all the updates. I don't want to go without; any more than mobile users want. I feel like I am.

[Klemen]

Your download page mentions 'bug fixes' but I didn't see that synonymous with security issues. Anyways that works for me.

Look at the bottom of the download page under "Frequently Asked Questions", it specifically mentions:

it will receive security, bug and compatibility fixes

.

Cpanel doesn't differentiate the way your site does. I was under the impression that developers distribute code to cpanel that indicates a new
version is ready. Thus you would be in charge of what they know.

It's not Cpanel, you are most likely using a third-party add-on, such as Softaculous or Installatron. We have no control over them.

I appreciate your answers about PERL and PEAR packages. I was hoping it would be added to the Knowledge Base so when we research we
know what is to be expected during install and troubleshooting. I could have saved time by knowing not to mess with my PEAR and Perl settings.

Hesk requirements are mentioned on the download page. Nowhere is there ever mentioned anything about having to install any PEAR packages or Perl modules.

I was hoping to add to the knowledge base that when updating that users need to be mindful of copying Admin items to their renamed folders;
and that this is the only folder that needs to be copied.

Yes, this makes sense, will add a notice to the Update instructions. However, again, when updating from a third-party utility (Softaculous, Installatron, ...), they will need to fix this.

I see version 2.x and 3.x the same where each one is a 'mode', one for mobile, one for desktops/flashier. I was hoping we could get either one
with all the updates. I don't want to go without; any more than mobile users want. I feel like I am.

There are no plans to drop support for 2.x in the near future. I expect it will receive updates for several more years, just not new features. You are welcome to stay with 2.x until 3.x is more polished.

[ashenfire]

I kept saying 'cpanel' anyways I meant softaculous.

Anyways, my bad if you guys don't stream code to their servers to let them know you exist or have updates.

I was never implying that perl or pear options were mentioned in your faq because I was asking for you to ADD it.

Sometimes a FAQ, knowledgebase can be written and items can be left out; so I was only mentioning adding those items lets the reader
know it was considered.
Example:
Requirements:
Wamp server or online domain server
PHP version (x)
Cloud friendly
Apache version (x)
MYSQL version (x)
InnoDb friendly
PEAR or PERL items required: N/A

When I troubleshoot, I think of what is could be ttached to this program (pear, perl, apache, corrupted theme, hard drive corruption, memory,
slow cpu, overloaded resources, etc). Reading a K.Base. would illiminate them as the culprit because I don't have to ask or guess.

I see 'stats' for electronics / computers / programming, etc. I thought it would be helpful not offensive. Sorry.