PHPJunkyard support forum

Update 15th September 2011:

HESK version 2.3 has been released officially, download it from http://www.hesk.com

For installation and upgrade instructions see readme.html file!

If you want to upgrade from HESK 2.3 BETA to HESK 2.3 (final) follow these steps:
1. backup existing files and database
2. download hesk 2.3
3. upload all files to the server except hesk_settings.inc.php, header.txt and footer.txt
4. download and upload this file to the server:
http://www.phpjunkyard.com/extras/hesk23-beta-final.zip
5. open "beta-final.php" in your browser
6. delete "beta-final.php" from the server
7. login to HESK admin panel and verify that it all works OK.













I am happy to announce that a new version of HESK is ready for testing! If you are interested please read this post carefully for details.

BETA WARNING

This is a BETA/TEST version of HESK. This version of script has been released for testing purposes only, it should not be used in a live environment! There is no guarantee the functions will work as planned. Use at your own risk! Please report any bugs/problems to this post.

Is the BETA version for me?

The BETA version is for testing purposes only. You should be familiar with previous version of Hesk (successfully installed a previous version of Hesk at least once).

How can I help?

Install HESK 2.3 BETA (in a test folder, not live!), test all features/settings as admin, staff and customer then come back and report any problems. The more feedback I get the sooner I will be able to officially release and support version 2.3

What's new in 2.3 BETA
CLICK HERE for a short preview of HESK 2.3 BETA

- a "What You See is What You Get" (WYSIWYG) editor for Knowledgebase articles
- import tickets into Knowledgebase articles
- automatically assign tickets to appropriate staff
- staff can change status of tickets
- two new ticket status options: On Hold, In Progress
- staff can set ticket priority to "Critical"
- view what staff is currently online
- create tickets from email (email piping)
- support for sending emails using a SMTP server rather than PHP mail()
- improved ticket sorting algorithm and new sorting options.
- change default ticket display and sorting in the admin homepage
- find tickets by email and sequential ticket ID
- brute force protection for both ticket view and staff login
- Hesk is now IPv6 ready
- fixed BUG where required custom fields with value 0 would return an error
- fixed BUG where emails were sometimes not sent to all staff when changing ticket category
- fixed a potential security issue on servers with PHP register_globals enabled
- renamed "Close ticket" to "Mark as Resolved" for clairty
- renamed "Archived" to "Tagged" for clairty
- you can require customers to enter both ticket ID and email to view a ticket
- modified ticket ID format so it is easier to read and repeat
- limit view of unassigned tickets to staff
- a number of error-handling and interface changes to make Hesk even more user friendly
- a number of minor changes and fixes.

How to report a bug?

To report a bug please reply to this topic and try to include as much info about the bug as possible, but please at least this information:
Operating system (Windows, Linux, ...):
PHP version:
MySQL version:
Description of bug:
Exact steps to reproduce the bug:

Download
Download HESK 2.3 BETA here

Please report any bugs/problems/comments/feedback about HESK version 2.3 BETA to this post.

Want to help translating into Portuguese of Brazil?

Right now what I need is people to install and test the beta script and provide feedback

But sure, what the final version is out, you are welcome to submit translations. Just wait for the final release as it will differ slightly from the beta.

Hi,
I have installed and having a look round at the moment.
Is there a way to have the ticket number in a column on the home page? I understand the nature of the need for a random ticket-ID but could us admins not see the actual ticket number?

I also see that you have enabled email piping in 2.3, are there any settings you can set in the admin settings or is that all "behind the scenes"?

Thanks

I plan to add ability to customize what info is displayed in ticket list to Hesk when I redesign the interface to stretch over entire screen. For now you woul have to manually edit the "/inc/ticket_list.inc.php" file:

After add and after add
As for email piping I have yet to write full instructions on how to enable it on different servers, but if you have Cpanel you should:
1. Enable email piping in settings
2. Follow these steps: viewtopic.php?f=13&t=3351
(the guide is for 2.2 but should work the same for 2.3, just use the 2.3 files and not the download from this topic).

Wow...i love 2.3!

Things ive noticed:

When having 2 languages the admin languages changes when u visit the form page and click the other language. One cannot go try and submit a form in the other language without admin jumping to the other language as well.

Kinda strange behaviour with status since youve added more status options.
Could be, to some extent or all extent, to the language pack.


This 2.3package is great and packed with features and has a lot of potential!
Love the grouped layout!
Is it possible to group by priority???(that would be awesome!)

Is it possible to sort by tagged tickets???(that would be awesome too-!)

Good feedback, will see what I can do for the final release.

P.s.: statuses work exactly as before. The two new "on hold" and "in progress" statuses are just two extra statuses that actually don't do anything special, but staff can use them to set a special status. For example, if you sell computers you could rename the two statuses to "Delivered" and "Returned" and change a ticket status to "Delivered" once you mail a computer to the customer.

I know the working is the same...i just thought some status data (txt, php) was missing or mixed up, but it could be due to myself or my translations.

Again...2.30 is great!

Hi.
Looks good Klemen, one thing...
I'm using 2.2 - how would I use the same data from 2.2 in the BETA 2.3 version?
I can test it out then on say 5 people and come back with feedback.

(I have already tried by exporting the data from Mysql but it has a problem when opening a new ticket from the admin home page - and - the tracking ID's I noticed now have hyphens inbetween which 2.2 does not have?)

Please confirm.

Thanks,
Thomas

The beta version doesn't have an upgrade (or import) functionality yet, so importing data from 2.2 is not an option yet (but of course will be in final release). This beta is meant to be tested as a clean install to make sure all the new functionality works as it should from a clean install before releasing the upgrade script.

The 2.3 will have hyphens in tracking IDs for clarity (easier to read if you for example talk to the customer over phone), but it is still compatible with old non-hyphenated IDs.

Hi Klemen

I have been able to import tickets from 2.2 into the 2.3 BETA system by dumping the data. Everything works except when you go to open a new ticket it errors and says it can't look up the ticket? Why would it error if i'm opening a new ticket? Does it look at previous tickets opened? Screenshot of what is happening below. (want to point out that i'm opening a new ticket from inside the admin control panel)



I appreciate it is to configured as a clean install but in order to test it I need to use pre existing data.

Thanks

This happens when you click "+ New ticket" link or when you enter info and submit the form?

Do you get the same error if you Unselect "Show the ticket after submission"?

Does the ticket get entered in the database?

Are you sure the database structure is from 2.3 and not from 2.2?

Double-check that admin_ticket.php and other files are the ones from version 2.3 and not 2.2.

One possible reason that comes to mind is your DB structure is not 100% compatible with 2.3. Check structure of table "hesk_tickets" and see if "trackid" is varchar(10) or varchar(13)? Should be varchar(13), if it's not the ticket ID is getting truncated when it enteres the DB.

In this case, you would have a ticket with trackind ID "5YE-LNJ-6R" ("NX" missing) in the database instead of a ticket with the correct ID "5YE-LNJ-6RNX".

Klemen,

Did you change the way emails are sent out in 2.3? I need to disable ALL email notifications to customers/staff and I cannot find the @mail function to comment it out

Thanks