Report on the Update to 3.5.0 and Results of the First Day of Operation

[shddcit]

HESK Version: 3.5.0
Current HESK License: License
PHP Version: 7.4.33 (MySQLi)
MySQL Version: 10.5.23-MariaDB-0+deb11u1-log
/hesk_settings.inc.php: Exists, writable
/attachments: Exists, writable
/cache: Exists, writable

Good evening Klemen.

After updating to 3.5.0, I encountered a certain issue, but I'm not sure if it qualifies as a problem.

1. During the installation process, with the presence of PHP version 7.4.33 (MySQLi), there was an issue with modifying the hesk_settings.inc.php file, and many changes were not applied. The update script itself did not report any errors and completed the basic process. According to our chief system administrator, this is because the PHP version is lower than 8.x. Parameters were created, but values were not assigned to them. We fixed it manually, and the 500 error disappeared.

Examples:

$hesk_settings['admin_js']=;

// --> Barcode
$hesk_settings['barcode']=array(
'print' => 0,
'staff_only' => ,
'type' => '',
'format' => '',
'width' => ,
'height' => ,
'color' => '',
'bg' => '',

$hesk_settings['email_max_recipients']=;

$hesk_settings['imap_disable_GSSAPI']=;

And so on.
As a result, due to the incorrect update of the configuration file, a 500 error occurred.

2. After migrating clients to the database, many clients simply did not copy over. And here, something even more interesting was discovered. Completely randomly, after registration, some clients see their past requests in their personal account, while others do not.

3. Please explain the mechanism for the presence of the client list in the database. Today, I checked it myself. If I delete my personal account, which was transferred during the migration from the database, all requests from the database are deleted (possibly their email identification disappears, so they simply disappear from the general list of requests).

P.S. Initially, I tested the update on a different database with the following specifications:
PHP Version: 8.2.18 (MySQLi)
MySQL Version: 10.11.6-MariaDB-0+deb12u1
No errors occurred at all after the update.

I will continue testing on the working database. It's like a real omega test.

I have translated the new email messages and new features in 3.5.0 into Russian. I will send you the updated files for the RU region soon.

With respect to you and your work,
Denis

[Klemen]

Hi Denis,

Thank you very much for testing this all and sharing your results.

Version 3.5.0 is a significant change "under the hood" so we will likely find more bugs. My goal is to fix them as soon as possible and provide a stable experience.

1. I tried upgrading a Hesk 3.4.6 to 3.5.0 in PHP version 7.4.33 (MySQLi) and it worked fine for me?

- are you able to recall the exact steps you used to encounter this issue?
- what version did you upgrade from?
- were you able to login into admin panel after the upgrade or did the 500 error occur immediately after the update script completed?
- do you have any server-side caching enabled on the server? If yes, any change if you disable it for the upgrade?

2. are you able to share your database and settings file with me (via email or private message) for testing to see what happens in your real-life example?

3. clients are created (and imported) based on email. So if you had many tickets from one email address, only one client account will be generated for that email address. Again, seeing your actual database and settings might help us troubleshoot this.

Thanks again for testing and feel free to email me if you wish to continue discussing your upgrade problems in private (to speed up troubleshooting).

[shddcit]

Hi Denis,

Thank you very much for testing this all and sharing your results.

Version 3.5.0 is a significant change "under the hood" so we will likely find more bugs. My goal is to fix them as soon as possible and provide a stable experience.

1. I tried upgrading a Hesk 3.4.6 to 3.5.0 in PHP version 7.4.33 (MySQLi) and it worked fine for me?

- are you able to recall the exact steps you used to encounter this issue?
- what version did you upgrade from?
- were you able to login into admin panel after the upgrade or did the 500 error occur immediately after the update script completed?
- do you have any server-side caching enabled on the server? If yes, any change if you disable it for the upgrade?

2. are you able to share your database and settings file with me (via email or private message) for testing to see what happens in your real-life example?

3. clients are created (and imported) based on email. So if you had many tickets from one email address, only one client account will be generated for that email address. Again, seeing your actual database and settings might help us troubleshoot this.

Thanks again for testing and feel free to email me if you wish to continue discussing your upgrade problems in private (to speed up troubleshooting).

Hello, Klemen.

I analyzed my actions during the update, which led me to the conclusion that I simply lacked the permissions to overwrite some files, leading to errors in the update from 3.4.6 to 3.5.0.

The script ran smoothly, but the file hesk_settings.inc.php had permissions set to 644 ("Owner", which I am not), instead of 776, so no errors were displayed during the script execution. This might be a bug that should have checked for the presence of modification rights during installation. Additionally, permissions were missing for the "cache" and "attachments" folders. I figured all this out after I was given "Owner" rights to the resource during a repeated installation attempt. The installation script warned me during the update retry that the folders and the file hesk_settings.inc.php needed to have overwrite permissions set, and then revert them back. Then, during the "Migrate" process, an error occurred stating that the database had already been reformed, and the installation script suggested that I reinstall the entire support service.

I believe it is ultimately my fault that I did not initially ensure I had sufficient permissions to overwrite files on the resource, which led to the update error.

However, I kindly request that you add a check for access rights to the file hesk_settings.inc.php and the "Cache" and "Attachments" folders, as not everyone responsible for updates has "Owner" rights to change file and folder permissions without hindrance. I hope this will spare many users from the problem I encountered.

I'm glad that everything was resolved successfully regarding this issue.

With respect to you and your work,

Denis

[Klemen]

Thanks for the update.

The permissions are checked during installation but not during update. It is indeed a good idea to check them during updates as well to avoid such errors.

[teodorpav]

On version 3.5.0 - an attachment, when sent to the client, when the client clicks on the file link, it downloads the file index.php.html and when clicked on it, it opens a login request and a message that the session has expired.

Here is URL to the file: https://clz.luxtravel.bg/admin/download ... 3-XJS-P9WA

[Klemen]

Thank you for reporting.

Could you share what your Customer accounts settings are (in Admin panel > Settings > Help desk > Customer accounts), please?

[teodorpav]

Customer accounts - Disabled

[Klemen]

I confirm the bug, it will be fixed in 3.5.1 soon.

[teodorpav]

Meanwhile, can I downgrade to 3.4.6 ?

[Klemen]

The only way to downgrade to 3.4.6 would be to restore from your backup because the database structure has changed in 3.5.0.

However, this file should fix the issue in new emails:
https://hesk.com/extras/hesk3/hesk350_att_fix.zip

Upload the "email_functions.inc.php" to your Hesk's "inc" folder (overwrite existing file).

[teodorpav]

Great!
It works perfect!

[Mr.T]

3. clients are created (and imported) based on email. So if you had many tickets from one email address, only one client account will be generated for that email address. Again, seeing your actual database and settings might help us troubleshoot this.

Hi there! Not sure if this problem accoured with this update... New to this Helpdesk.
is there a possibility to create multiple (customer-)accounts per email adress? We have customers that share one email and the 'Name'-Information should stay on the ticket unless we modify it.

[Klemen]

Unfortunately,, each account must have a unique email address.

If you don't require an email address, you can create customers with name only (empty email address), but for emails, only one account per email.

[teodorpav]

I am using HUSK (3.5.1) with Bulgarian translation and the function to delete the text under ------ Reply above this line ------ does not work.
The function works fine in English.
in hesk_settings.inc.php
$hesk_settings['languages']=array(
'English' => array('folder'=>'en','hr'=>'------ Reply above this line ------'),
'Bulgarian' => array('folder'=>'bg','hr'=>'------ Напишете отговора си над тази линия ------')
);

in text.php
$hesklang['EMAIL_HR']='------ Напишете отговора си над тази линия ------';

Can you help me?
Thank you!

[Klemen]

The issue could be different email language charset encoding.

For example, ------ Напишете отговора си над тази линия ------ is in UTF-8, but if email is some other local encoding, Hesk may not be able to detect it.

Perhaps you can manually add ------ Reply above this line ------ to your Bulgarian email templates? Not perfect, but at least it would work?