HESK version 3.3.0 BETA (test version)

[Klemen]

We are happy to announce that a new version of HESK is ready for testing!

This is a BETA/TEST version.

This version of script has been released for testing purposes only, and it should not be used in a live environment! Use at your own risk!

==> Is this for me?

The BETA version is for testing purposes only. You should be familiar with the previous version of HESK (you have successfully installed an earlier version of HESK at least once).

==> How can I help?

Install HESK 3.3.0 beta 1 (in a test folder), test all features/settings as admin, staff, and customer, then come back and report any problems.

The more feedback we get, the sooner we will be able to release and support version 3.3.0 officially.

==> How to report a bug?

To report a bug, please:
- check at the bottom of this post if the bug is known,
- if not, reply to this topic,
- try to include as much info about the bug as possible, such as:

Operating system (Windows, Linux):
PHP version:
MySQL version:
Description of the bug:
Exact steps to reproduce the bug:

==> Download
Download HESK 3.3.0 beta 1 (click here)


==> Please report any bugs/problems/comments/feedback by replying to this topic


==> Release highlights
- Ocean Blue is now the default style
- categories can auto-assign tickets to specific users and have a default due date set
- multi-factor authentication support (MFA)
- improved attachments process (async upload, drag and drop, preserve on errors)
- improved display options for date and time
- a lot of minor usability changes, bug fixes, and internal improvements (see Full Changelog below)

==> Backward-incompatible changes
- dropped support for PHP 5.3 and 5.4, Hesk now requires PHP 5.5+


==> Full Changelog
- [CLOUD ONLY] Satisfaction module: send a third party survey after resolving tickets
- Ocean Blue is now the default Hesk style. For other styles, visit Hesk Styles
- dropped support for PHP 5.3 and 5.4, Hesk now requires PHP 5.5+
- categories can auto-assign tickets to specific users
- categories can have a default due date set
- added support for multi-factor authentication
- improved display options for date and time
- improved attachments process (async upload, drag and drop, preserve on errors)
- Hesk now uses PHPMailer to construct and send emails
- email fetching shows the reason why an email was ignored if Debug mode is on
- more control over what emails are ignored in the email to ticket functionality
- tracking ID is no longer required in email subject for email to ticket functionality
- if captcha is enabled, it will also show in the "Forgot ticket ID" form
- update "Time worked" when staff submits a note to a ticket
- use the "Show Tickets" form to find tickets by due date
- new staff permission: can view all users, but not manage them
- updates for PHP 8.1 depreciated functionality
- security: improved password storage algorithm and length requirements
- fix: no need to regenerate session ID on every page load
- fix: changing language when viewing a ticket shows the "View ticket" form
- fix: non-YMD date format caused an error when sending overdue notifications
- fix: custom date fields could display wrong date on the edit ticket page
- updated TinyMCE to 5.10.5


==> Known bugs

• Bug: if %%MESSAGE%% was in HTML template but missing in plain text template, it did not get replaced.
  
  Fix: place this email_functions.inc.php file inside your "inc" folder (overwrite existing one):
  https://hesk.com/preview/hesk330beta1-f1.zip

• Bug: custom field name hidden when editing it, if it was created in a deleted language.
  
  Fix: place this custom_fields.php file inside your "admin" folder (overwrite existing one):
  https://hesk.com/preview/hesk330beta1-f2.zip

[michalhana99]

Operating system: Windows
PHP version: 8.1.1
MySQL version: 8.0.27
Description of the bug: TAG Email templates (HTML)
Exact steps to reproduce the bug:
After inserting %% MESSAGE %%, a message subject will arrive or "%%MESSAGE"

[Klemen]

Can you explain a bit more when this happens? And what your "Email formatting" is set to in Admin > Settings > Email?

I tried replicating the issue, but my %%MESSAGE%% tag always gets replaced by the actual message.

Also, make sure you have no space between %% and MESSAGE in your email template.

[michalhana99]

This error only occurs if I resend the email notification

Can you explain a bit more when this happens? And what your "Email formatting" is set to in Admin > Settings > Email?

I tried replicating the issue, but my %%MESSAGE%% tag always gets replaced by the actual message.

Also, make sure you have no space between %% and MESSAGE in your email template.

[Klemen]

I can't seem to be able to replicate this issue.

Are you able to give me access to your help desk to have a look and test it? If yes, please send me a private message.

[Klemen]

Thank you Michal for reporting this and giving me access to your help desk.

I was able to find the issue: if %%MESSAGE%% was in HTML template but missing in plain text template, it did not get replaced.

To fix it, place this email_functions.inc.php file inside your "inc" folder (overwrite existing one):
https://hesk.com/preview/hesk330beta1-f1.zip

[shddcit]

Good afternoon.
And will it be possible to force users to use multi-factor authorization?
As it is, for example, on Google corporate accounts: the administrator checks the box "Enable multi-factor authorization on a user account" when creating a user account. I would really like to.

[Klemen]

Yes, it is possible to force it in Admin > Settings > Help desk > Security

[shddcit]

Yes, it is possible to force it in Admin > Settings > Help desk > Security

Thank you very much

[michalhana99]

When you edit a custom field, the custom field name disappears

[Klemen]

Again I can't confirm this in my test help desk, so it's probably a special circumstance causing it.

Could you confirm what page you are at when this happens? Are you editing custom fields in Admin > Tools > Custom fields, or is the name hidden for you when you edit a ticket?

[Klemen]

Good news! I found the issue and fixed it.

This happened in a special case: if custom field is created in English but then English language is disabled and another language is used.

To fix it, place this custom_fields.php file inside your "admin" folder (overwrite existing one):
https://hesk.com/preview/hesk330beta1-f2.zip

[michalhana99]

editing custom fields in Admin > Tools > Custom fields

Again I can't confirm this in my test help desk, so it's probably a special circumstance causing it.

Could you confirm what page you are at when this happens? Are you editing custom fields in Admin > Tools > Custom fields, or is the name hidden for you when you edit a ticket?

[Klemen]

Found and fixed it, see my previous post.

[michalhana99]

"Service messages" will be dropped when upgrading from version 3.2.5 (to other not tested)