PHPJunkyard support forum

Update 9th August 2012:

As of now HESK 2.4 RELEASE CANDIDATE version is available:
HESK 2.4

Changes from 2.4:
- several bugs have been fixed so make sure you update to 2.4 final!

Upgrade from HESK 2.4 RC
- Login to admin panel > Settings > Help Desk and make sure Debug mode = OFF
- Upload all 2.4 final files to your server except: hesk_settings.inc.php, footer.txt, header.txt
- Go to Admin panel > Settings and click the Save changes button at the bottom.
- Test everything to make sure it works OK


My sincere thanks to everyone who tested version 2.4 prior final release!






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.

Please note

This is a release candidate version of HESK. This version of script has been released primarily for testing purposes, I do not recommend using it in a live environment! There is no guarantee the functions will work as planned and may be changed in the final release version.

Is the this version for me?

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 2.4 RC (preferably in a new/test folder), 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 2.4

Changes from 2.4 BETA:
- fixed several bugs identified in BETA
- new settings option: "From:" name

What's new in 2.4
CLICK HERE for a short preview of HESK 2.4

For a complete list of changes see at the bottom of this post.

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 2.4 RC here

Please report any bugs/problems/comments/feedback about HESK version 2.4 RC to this post.


Changelog

- encoding changed to UTF-8 for all languages
- time spent on ticket
- POP3 fetching (connect to an email account and turn emails into tickets)
- customers may reply to tickets by replying to notification emails
- detect email piping loops
- detect and correct mistyped email addresses
- enable/disable autoassign per category
- private ticket categories (for use by staff only)
- merge several tickets into one
- sticky knowledgebase articles
- keywords for knowledgebase articles
- hide date and views from knowledgebase articles
- fixed bug: when moving ticket category on autoassign email wasn't sent
- fixed bug: reopen link still showed to customer when it should be disabled
- fixed bug: misplaced quote in users online list HTML code
- fixed bug: close ticket selection missing in new statuses
- fixed bug: staff should not be able to create new accounts with more features
- fixed typos in some variable names
- fixed email date issues
- fixed email notifications should be sent in preferred language
- improved permission checking for access to attachments and tickets
- updated calendar to latest version
- updated WYSIWYG editor to latest version
- updated mime_decode to latest
- filter ticket ID for bad words
- delete individual attachments from tickets
- new special tag for email templates: %%STATUS%%
- search ticket notes
- forgot ticket ID lists open and most recent tickets first
- forgot ticket ID can list open tickets only
- limit maximum open tickets per client (web form only)
- new replies can now be shown on top of the page
- reply box can be moved to the top of the page
- when showing next ticket that needs attention don't show assigned to someone else
- when search by message also search by replies
- email when note is added to ticket assigned to me
- email subjects changed to include ticket subject and tracking ID
- improved email validation
- moved less common functions from common.inc.php
- modified admin header to show nicely in non-English versions
- mark replies read by customer
- a number of other minor changes and fixes

How to test POP3 fetching:

1. Create a new email account for testing
2. CHMOD file "inc/mail/hesk_pop3.php" to 755
3. Enable POP3 fetching in Settings (Email tab)
4. Either manually open the "hesk_pop3.php" file in browser to fetch mail or setup a CRON job to call the file say every 5 minutes.


A note about languages:

As of 2.4 HESK will require UTF-8 for all languages. Please make sure you save your language file as UTF-8 without byte order mark (BOM)!


A note about database compatibility:

Please make sure you do a full database backup before updating previous versions to 2.4 RC. Because the database charset will be converted to UTF-8 it is possible non-English users will experience problems with converting charsets (existing tickets/articles not showing correctly).

Please post any conversion problems here.


Modifying email subjects:

To modify email subjects simply change the template inside the language file (language/en/text.php).

Available tags for email subjects are:
%%SUBJECT%% (ticket subject)
%%TRACK_ID%% (ticket tracking ID)
'%%CATEGORY%% (ticket category name)
'%%PRIORITY%% (ticket priority)
%%STATUS%% (ticket status)


Allowing customers to reply to tickets by replying to emails:

To make HESK track customer replies to tickets via emails make sure:
1. either email piping or POP3 fetching must be enabled
2. the "From:" email address in HESK settings must be the same as the email address used for piping/pop3 fetching

Upgrade from HESK 2.4 BETA
- Upload all 2.4 RC files to your server except: hesk_settings.inc.php, footer.txt, header.txt
- Go to Admin panel > Settings and click the Save changes button at the bottom.
- Test everything to make sure it works OK

When will final version be ready?
Final release is planned for 2nd week of August.

Operating system: Windows XP Service Pack 3
PHP version: 5.3.0
MySQL version: 5.1.49-3
Description of bug: When I save changes in settings, I can see changes until I refresh the page.
Exact steps to reproduce the bug:

• Login in Administration Panel,
• click on "Settings",
• change "Website title" value,
• click on "Save changes" button,
• "Success: Your settings have been successfully saved" has been printed,
• the value of "Website title" is the old value,
• I refresh the page and the value is the new value.

This could be your browser remembering old settings as they are obviously saved - if they weren't they wouldn't show when your refresh the page.

What browser are you using to test?

Klemen wrote:This could be your browser remembering old settings as they are obviously saved - if they weren't they wouldn't show when your refresh the page.

What browser are you using to test?

I'm using Firefox 14.0.1.

Same here, but I can't reproduce this bug. Works as expected here.

Lie said, because the setting actually IS saved it must be your FireFox remembering field entries?

Klemen wrote:Same here, but I can't reproduce this bug. Works as expected here.

Lie said, because the setting actually IS saved it must be your FireFox remembering field entries?

I try with Google Chrome 20, Internet Explorer 8 & Opera 12 and it doesn't work (save the new value, but I've to refresh the page to view the new value).
Could it be a cache issue of PHP in Windows?

It is definitely a caching problem - if the same happens in all browsers then compiled PHP is probably being cached.

Do you have any PHP caching enabled (APC, Zen Optimizer, eAccelerator, ...)?

And more importantly - does the same thing happen with currently official HESK 2.3 or just with the 2.4 one?

Klemen wrote:It is definitely a caching problem - if the same happens in all browsers then compiled PHP is probably being cached.

Do you have any PHP caching enabled (APC, Zen Optimizer, eAccelerator, ...)?

And more importantly - does the same thing happen with currently official HESK 2.3 or just with the 2.4 one?

The same thing happens with Hesk 2.3.

If I add this code just before the require, it prints the updated values: I'm using Zend Server with default options and it is certainly a server cache problem, but I'd like to avoid it.

I fix some lines in "admin/admin_settings.php" because they throw JS errors using the Italian translation that I made.
I added "addslashes" to avoid these errors, but I think that "addslashes" is missing in other places, too.

Changes:
Line 550: Line 1234: Line 1384:

You are right, addslashes should be used for language strings within Javascript code like that, or it will break if the translation has single quotes inside.

Will be added into final release.

I was just curious if AD or LDAP Authentication made it in this version for Staff Login? In looking at the list it appear so. I'd like to keep anonymous login for new tickets submissions. I would just like to have AD for staff logins.

I am running HESK 2.3.2 on IIS 7.0.

I'm afraid no, AD/LDAP will not be available in 2.4 yet.

As of now HESK 2.4 RELEASE CANDIDATE version is available:
HESK 2.4

Changes from 2.4:
- several bugs have been fixed so make sure you update to 2.4 final!

Upgrade from HESK 2.4 RC
- Login to admin panel > Settings > Help Desk and make sure Debug mode = OFF
- Upload all 2.4 final files to your server except: hesk_settings.inc.php, footer.txt, header.txt
- Go to Admin panel > Settings and click the Save changes button at the bottom.
- Test everything to make sure it works OK


My sincere thanks to everyone who tested version 2.4 prior final release!