PHPJunkyard support forum

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 2.5.0 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 2.5.0

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 2.5.0 BETA here

Please report any bugs/problems/comments/feedback to this post.


Changelog
- HESK is now fully compatible with PHP 5.5
- export tickets into Excel (XML spreadsheet)
- knowledgebase categories can now be ordered
- show number of private and draft articles in the Knowledgebase categories list
- new SPAM prevention option built-in: ReCaptcha
- new special tag for use in email templates: %%EMAIL%%
- support for %%MESSAGE%% tag in private messages
- in email piping/pop3 fetching show notice what attachments were removed and why
- if email contains message add direct links to any attachments at the bottom
- add the "Reply above this line" tag only if email contains message
- in emails make sure all fields have HTML special chars properly formatted
- pop3 fetching now has an option to keep copy of emails on the server
- pop3 fetching change verify sender name encoding
- use mysqli extension instead of mysql if available
- if customer reopens ticket set status to waiting reply from customer and remind customer to add a reply
- it's now easy to change the name of admin and attachments folders
- disallow uploads of some file types: .php, .phtml, .php3, .php4, .php5, .phps, .pl, .cgi, .shtm, .shtml
- optimized several SQL statements for better performance
- staff can now only run reports for categories they have access to and (by user) only for themselves.
- option to give staff permission to run full reports
- removed duplicates from text.php
- when grouping tickets by owner show current user's on top
- improved URL parsing to detect all schemes (http, https, ftp, sftp, file, ...)
- when replying as staff give an option to not send email notification
- in options.php urldecode $query
- On Hold and In Progress statuses not cleared from the "Change status to" box
- empty category value in submit ticket form if no public categories
- work-around for a bug in older versions of Internet Explorer not allowing https downloads
- long URLs in messages can be automatically shortened
- session names shouldn't collide with multiple copies installed
- email piping limit length of name and subject
- detect if an attachment file has been deleted
- show replier first name when printing tickets
- do not allow rating replies of third party tickets
- wrong status in email if status changes when replying
- make "Add to the bottom" default selection for adding canned responses
- "last changed" sometimes not updating correctly
- remove the need for server path setting
- forms need to allow longer emails (now 255 chars)
- if a customer replies to a ticket with status "New" don't change status
- "Show newest on top" setting now affects notes as well
- custom fields need to be converted into plain text before sending in emails
- hesk_makeURL should detect localhost addresses
- decode XHTML reserved entities to UTF-8 in emails
- prevent & in "Site title" setting from becoming & in emails
- modified knowledgebase search form to make it clearer what the form does (search help)
- for customers, auto-focus first required field when "Submit a ticket" form loads
- prevent caching of session pages by sending session_cache_limiter nocache
- private and draft article list showing only 1 draft per category
- limiting failed login attempts can now be disabled in settings
- modified the simple anti-spam image a bit
- count views of private articles
- when deleting knowledgebase category also delete/move subcategories and attachments
- fixed an error that can occur when merging tickets in strict MySQL mode
- if one attachment fails delete others as well
- fixed problems with \ " < > & in pop3/smtp passwords
- removed support email variable (not used anymore)
- removed Connection and Content-length HTTP headers from AJAX posts
- cache check for updates to 1 per hour
- updated TinyMCE to 3.5.8
- updated mime_parser class to 1.85

sorry, just read through the updates. multiple contacts/email addresses in Tos and CCs for tickets and e-mail piping still unsupported?

Multiple emails are supported when creating tickets using the form (but needs to be enabled in settings), email piping does not support them yet.

That said, please keep this topic focused on the 2.5.0 beta.

very thanks for your work

UPDATE: I see a lot of BETA downloads, but not much comments


If you test the beta, please POST A COMMENT here - even if you don't find any problems.


I would like to keep track of how many people actually tested the beta version. This will speed up the release of final version.

Thank you for everyone who downloaded and test 2.5.0beta1!

hello Klemen

I test assiduously version 2.5 beta

I'm trying to adapt my modifications to the new version in order to find the same test environment.

Here are my goals comments
I put together a version of Hesk and update:
by making an update

this time I did not find blocking point except that the file
voicice I did:
remplcer all files with the new version, and I run a update
hesk_settings.inc.php has been crashed and has not returned my custom attribute with acccents
(this is not blocking I redid a copy paste of my information)
the database has been updated correctly.

My goal is to find the same function iso perimeter

Front end:
submit a ticket
no major concern to post a ticket
I have already made ​​you a notice is the first category that appears (select one from the list would be top I made myself change)
when a customer files a url they are displayed correctly

Captcha:
I use the simple captcha and I did not test the re captcha but cel ava come.

the attachment control works correctly

Knowledgebase
Some worry about navigating and displaying the knowledge base

pop fetching
function works correctly only downside with the displayname acccents are not displayed correctly
example: DA FONSECA Gaa «lle for DA FONSECA Gaële

Back Office

Home:
RAS

User:
RAS

Category
RAS, but when it comes to my needs, I miss subcategories

Canned response
RAS

Reports
xml file is easily readable with Excel, you must rename it imperatively. xls. (excel tells me that the file format does not match but I opened it anyway)
the first column of the graft to a # instead of TrackID
I did export more than 20,000 tickets tests and it works. the file is 4.8 mo

parameters (config Hesk)
custom attribute
when I lignified of customs mode drop-down list or radio button the information is returned in good hesk_settings.inc.php file.
but if the information contains accents the web does not display interface (
otherwise I did not see a problem

for mail and profile
RAS

HESK is now fully compatible with PHP 5.5
- export tickets into Excel (XML spreadsheet)
ok
- knowledgebase categories can now be ordered
ok
- show number of private and draft articles in the Knowledgebase categories list
ok
- new SPAM prevention option built-in: ReCaptcha
not tested
- new special tag for use in email templates: %%EMAIL%%
super it's work
- support for %%MESSAGE%% tag in private messages
not tested
- in email piping/pop3 fetching show notice what attachments were removed and why
super work perfectly
- if email contains message add direct links to any attachments at the bottom
excellent it's work
- add the "Reply above this line" tag only if email contains message
it's work
- in emails make sure all fields have HTML special chars properly formatted
perfect it's work
- pop3 fetching now has an option to keep copy of emails on the server
ok it's work
- pop3 fetching change verify sender name encoding
the accent is not very ggod encoding i retest it
- use mysqli extension instead of mysql if available
...
- if customer reopens ticket set status to waiting reply from customer and remind customer to add a reply
it's work
- it's now easy to change the name of admin and attachments folders
it's work
- disallow uploads of some file types: .php, .phtml, .php3, .php4, .php5, .phps, .pl, .cgi, .shtm, .shtml
not tested
- optimized several SQL statements for better performance
cool
- staff can now only run reports for categories they have access to and (by user) only for themselves.
it's work
- option to give staff permission to run full reports
it's work
- removed duplicates from text.php
ok
- when grouping tickets by owner show current user's on top
ok
- improved URL parsing to detect all schemes (http, https, ftp, sftp, file, ...)
it's work
- when replying as staff give an option to not send email notification
it's work
- in options.php urldecode $query
...
- On Hold and In Progress statuses not cleared from the "Change status to" box
it's work
- empty category value in submit ticket form if no public categories
not tested
- work-around for a bug in older versions of Internet Explorer not allowing https downloads
not tested
- long URLs in messages can be automatically shortened
it's work
- session names shouldn't collide with multiple copies installed
- email piping limit length of name and subject
it's work
- detect if an attachment file has been deleted
it's work
- show replier first name when printing tickets
it's work
- do not allow rating replies of third party tickets
not tested
- wrong status in email if status changes when replying
it's work
- make "Add to the bottom" default selection for adding canned responses
it's work
- "last changed" sometimes not updating correctly
not tested
- remove the need for server path setting
top net tested
- forms need to allow longer emails (now 255 chars)
cool ok
- if a customer replies to a ticket with status "New" don't change status
ok
- "Show newest on top" setting now affects notes as well
not tested
- custom fields need to be converted into plain text before sending in emails
ok
- hesk_makeURL should detect localhost addresses
not tested
- decode XHTML reserved entities to UTF-8 in emails
not tested
- prevent & in "Site title" setting from becoming & in emails
not tested
- modified knowledgebase search form to make it clearer what the form does (search help)
ok
- for customers, auto-focus first required field when "Submit a ticket" form loads
ok
- prevent caching of session pages by sending session_cache_limiter nocache
not tested
- private and draft article list showing only 1 draft per category
very good idea it's work
- limiting failed login attempts can now be disabled in settings
ok
- modified the simple anti-spam image a bit
ok
- count views of private articles
very cool it seems a good idea ! it's work
- when deleting knowledgebase category also delete/move subcategories and attachments
not tested
- fixed an error that can occur when merging tickets in strict MySQL mode
not tested
- if one attachment fails delete others as well
cool it's work
- fixed problems with \ " < > & in pop3/smtp passwords
not tested
- removed support email variable (not used anymore)
not tested
- removed Connection and Content-length HTTP headers from AJAX posts
not tested
- cache check for updates to 1 per hour
not tested
- updated TinyMCE to 3.5.8
ok
Now for the next version of this opportunity to give the ticket and canned responses
- updated mime_parser class to 1.85
ok

Tested and mine working fine.

Love the new attachment links on the email responses. So much more user friendly.

Just one thing - might be me> The upgrade instructions say to delete the Language folder - but what about my custom email templates? I re-instated the EN folder under languages to keep my templates.

Thanks for the feedback!

@wed: thanks for the detailed comments (also in PM), I will definitely include many suggested changes in the future.

@ezras: good point, will change those instructions.


If anyone else has tested the beta, please do let me know.

Tried every way I can think of to find anything that's broken and all is well so far.

Question on the reports exported to excel: Would it be possible to include any ticket replies as well as the last updated date in the excel sheet?

Thank you for testing.

Last updated won't be hard to add, but including replies will probably not be supported yet as it needs to be properly tested how much it would effect server performance on very large databases.

Klemen wrote:Thank you for testing.

Last updated won't be hard to add, but including replies will probably not be supported yet as it needs to be properly tested how much it would effect server performance on very large databases.

The last updated time/date as well as the submitted time/date would be wonderful as it's the only way I can come up with to see the turn around time on tickets.

I'm still pounding 2.4 and 2.5b side by side in a test environment and have yet to find anything I could call a bug.

Been working live with ours for the past week - gone through a couple hundred tickets and no issues at all.

Thanks for the feedback.

I will be out of the country this weekend, but expect to release the final first days of July.

I am excited to see this new version out to put into production

Version 2.5.0 has been released:

http://www.hesk.com/download.php