Added: Exception logging into LoadUidlFile catch statement for an issue where it looked like the file wasn't loading.
Added: IncludeQueue to the SearchCriteria of the GetChatBySearch Web Service.
Fixed: A case where "and" was hardcoded instead of using the Global Language String.
Fixed: An issue where live chat hyperlinks were not always clickable.
Fixed: Autoresponders now properly honor days of the week.
Fixed: Custom Fields in signatures no longer throws a null reference exception.
Fixed: Customer ID is now properly returned for CreateTicket, CreateTicketWithDate, CreateTicketFromCustomer, and CreateTicketFromCustomerWithDate Web Services.
Fixed: Deleting a group now properly pulls the agent ID for call logs.
Fixed: Duration column now sortable in Tickets area.
Fixed: Recurring tasks are marked as deleted when deleting an agent.
Fixed: SmarterTrack Communicator now works on environments where TLS 1.0 is disabled.
Fixed: The 'Select All' keyboard shortcut, Ctrl/Cmd + A, now works within the ticket composition window.
Fixed: The thread that handles auto-locking of tickets now processes in batches.
Fixed: Ticket subject updates correctly when the subject is changed within the interface.
Fixed: Vimeo videos now work properly when embedded in a Community post.
12.3.6128 (Oct 13, 2016)
Changed: File size on the mobile interface now adjusts the abbreviation to the corresponding file size.
Changed: Various changes to SmarterTrack in order to work with WHMCS 6.x and 7.x.
Fixed: A rare case where links were not clickable in certain scenarios.
Fixed: An issue that left orphaned records in the database after upgrade.
Fixed: An issue where changing pages on a ticket search would wipe out the search.
Fixed: An issue where SmarterTrack live chats were not getting translated properly.
Fixed: An issue where the Day of Week event condition was not working.
Fixed: Attachments on iOS devices are now displayed as expected.
Fixed: Coaching tags in live chat now display properly for the person who entered the coaching message.
Fixed: Editing a survey now works as expected.
12.2.6074 (Aug 18, 2016)
Added: External RSS Feeds Name now uses Translatable Links.
Added: Portal Header Band is now customizable under the Brand > Portal Settings.
Added: Translatable strings can now be used for Community Thread Categories in the portal.
Changed: The Google Analytics Site ID setting has been moved to the Options tab of a brand's settings, in order to allow Google Analytics tracking for multiple brands/portals. (Previously located at Configuration > Connected Services.)
Fixed: A case where Survey Reports would not load correctly.
Fixed: An issue that prevented an upgrade process from 11.x to 12.x to complete successfully.
Fixed: An issue that prevented Tickets from merging together.
Fixed: Call Time Logs Audit reports now load as expected when filtering by groups.
Fixed: Department Names configured to use Translatable strings now display correctly when configuring live chat links.
Fixed: Department Selection Message for Live Chats now displays as expected.
Fixed: Departments now show correctly in the chat dropdown selection when using translatable strings for departments.
Fixed: Departments using Translatable Strings now display correctly under the Autoresponders tab.
Fixed: Departments using Translatable Strings now display correctly under the POP tab.
Fixed: Display names now properly show special characters when created through the Portal.
Fixed: Display Names now sort as expected when viewing Tickets.
Fixed: Download All Attachments now works as expected.
Fixed: Knowledge Base Articles are now sorted by name on the main Knowledge base page.
Fixed: Unpinning a ticket when scheduling a follow up now works as expected.
Security: Restricted access to Users and Organizations areas.
12.1.6004 (Jun 9, 2016)
Changed: Email notifications are no longer sent for comments when unsubscribed from a thread in the Community.
Changed: SmarterTrack no longer references ON PRIMARY during database upgrades.
Fixed: An issue that prevented RSS Feeds from properly displaying in the Portal.
Fixed: An issue that prevented threads reported as abuse to be queried properly in MySQL.
Fixed: Date custom fields now display as expected.
Fixed: Grid no longer shows in advanced search unless needed.
Fixed: In-line attachments no longer duplicate when a draft is automatically saved.
Fixed: Live chat now functions when SmarterTrack is configured as a virtual application.
Fixed: SMTP Settings now save properly in MySQL.
Fixed: Surveys now scroll as expected.
Fixed: Translatable strings now display correctly on Dropdown custom fields.
Fixed: An issue that prevented MySQL Databases from upgrading to SmarterTrack 12.x.
Fixed: An issue that prevented the process of upgrading from a previous version to complete successfully.
Fixed: Live Chat now shows browser and operating system information properly.
Fixed: When a user disconnects from a live chat, the "Disconnected from User" is now only shown once the chat has ended.
12.0.5962 (Apr 28, 2016)
Added: Incoming messages that are deleted due to abuse detection are now logged appropriately.
Changed: Text for Agent and User password reset settings to better differentiate between the two.
Fixed: All links inserted into a live chat via a canned reply will now open in a new window/tab, when applicable.
Fixed: Call Time Logs custom report items now load as expected.
Fixed: Chat Time Logs custom report items now load as expected.
Fixed: Description for TicketPartInfo has been updated to provide correct information in Tickets Web Service Documentation.
Fixed: Inserting multiple in-line images now works as expected.
Fixed: Live chat on mobile devices now properly updates when the chat is transferred between agents.
Fixed: Live chats now pop out into a new window when taken from within the Management Interface.
Fixed: Send Canned Reply event action now works as expected.
Fixed: Tickets are now distributed properly based on department settings.
12.0.5949 (Apr 15, 2016)
Fixed: An issue where configuring VOIP Settings caused the dropdown options to hang.
Fixed: An issue where tickets were not viewable in the portal if multiple email addresses were provided.
Fixed: Date Time Custom Fields now properly show in the ticket list.
Fixed: Embedded files are now included properly.
Fixed: Live chat requested details are now translated correctly based on the language selected.
Fixed: Negative numbers are no longer allowed when configuring the max call length in VOIP Settings.
Fixed: Negative numbers are no longer allowed when configuring the max number of lines in VOIP Settings.
Fixed: Searching banned users now works as expected in the Portal.
Fixed: Tasks will no longer be created indefinitely when using the Task Scheduler.
12.0.5932 (Mar 29, 2016)
Added: A warning is now given on the login page and login modals if the browser has cookies disabled.
Added: Ability for users to delete their own conversation threads.
Added: Ability to ban/unban users in the Community.
Added: Ability to print is now available for tablets.
Added: Ability to search banned users in the Community.
Added: Administrators can upload images for "online" and "offline" statuses for the embedded live chat widget.
Added: Administrators now have the ability to customize text, on a per department basis, that can be used for Live Chat Invitations.
Added: Agents can now change the subject of the ticket through the management interface.
Added: Agents now have the ability to use custom variables when composing a live chat invitation request.
Added: An API-driven type of live chat link that can be embedded directly into the Portal or a website and persist across pages while allowing for the chat to be popped out into its own window.
Added: Banned tab in the Community that allows administrators and moderators to manage banned users.
Added: Email notifications indicating that a private conversation update has been received in the Community.
Added: Moderators can now delete Community conversation messages that have been reported for abuse.
Added: Portal alert indicating that a private conversation update has been received in the Community.
Added: Preview area to review live chat customizations prior to implementation.
Added: Private conversations between users and agents in the Community can be enabled/disabled by both users and agents.
Added: Private Conversations can now be reported for abuse within the Community.
Added: Shortcut within a user’s Community profile for agents to quickly start a ticket, view tickets for the user or view all user details.
Added: The first line of a new live chat now indicates to the agent where the live chat originated.
Added: Top Contributors and Recent Contributors now show in the Community.
Added: User profiles and private conversations that have been reported for abuse will appear on the Moderate tab in the Community, allowing for administrators and moderators to handle reports of abuse.
Added: User Profiles in the Community that display Community Activity, Contact Info, and Statistics.
Added: Users can now be reported for abuse within the Community.
Added: Who's On live chat invitations now use the embedded live chat widget when enabled.
Changed: Description of "Blacklist User" to "Ban IP Address".
Changed: Instructions to add Tags to Community Threads in the Portal has been clarified for users.
Changed: Knowledge Base article breadcrumbs in the Portal are now clickable.
Changed: Knowledge Base folders are now clickable in the Portal, allowing only the contents of that folder to be displayed.
Changed: Live Chat invitations now clearly identify the recipient as the user who is logged into SmarterTrack, when available.
Changed: Live chat transcripts sent by email are now easier to read.
Changed: Live chats that were assigned to the queue now show when viewing all active and inactive chats within the management interface.
Changed: User Agent definitions updated to include all of the latest browsers when viewing visitor details in Who's On.
Changed: When handling a live chat, "Agent is typing..." has been changed to include the agent’s name.
Changed: When using Advanced Search in the management interface, 'All Agents' now includes anything assigned to the queue.
Changed: When viewing an individual knowledge base article in the Portal, an icon now indicates its status -- whether it be Private or Draft.
Changed: When viewing an individual news item in the Portal, an icon now indicates its status -- whether it be Private or Draft.
Changed: Who's On Live Chat invitations have been restyled to match the Portal look and feel.
Changed: You are no longer able to invite someone to a live chat that is currently in a live chat.
Removed: Surveys can no longer be sent through a Who's On system event.
Removed: Who's On live chats are now invite based only. The ability to force a user to chat has been removed.
Fixed: An issue where custom reports sorting was not properly saving.
Fixed: An issue where if only an image was the only thing included in a Knowledge Base article, the preview would incorrectly say that there was 'no content to display'.
Fixed: An issue where in-line images were not properly displayed when a virtual directory was used.
Fixed: An issue where survey questions were being cached as you moved between surveys, causing questions to be added incorrectly to surveys.
Fixed: Cases where embedded content from Youtube, Vimeo, etc. would be stripped from Community posts.
Fixed: Deleted tickets that have not been purged are now marked in the database as "closed and locked".
Fixed: Moderators can no longer ban each other within the Portal.
Fixed: Print preview for Who's On now works as expected.
Fixed: Raw HTML is no longer shown within the chat transcript.
Fixed: The setup wizard now properly assigns the SMTP settings for the brand.
Fixed: URL's now properly word wrap within the Community.
Fixed: Users can re-report a conversation if needed.
Fixed: When a "Copy To Address" is set for an agent, the correct link to the ticket is now provided.
Fixed: When deleting a brand, you now have the option to reassign the RSS feeds to another brand.
Fixed: Who’s On Invitation History now shows the correct information for a user.
Fixed: Who’s On live chat invitations now only show departments for which live chat is enabled.
Efficiency: A clean-up process has been added to remove orphaned files within SmarterTrack in order to reduce the overall number of files on the server.
Efficiency: Avatars are compressed after 30 days of inactivity to reduce disk space and reduce the number of files on the server.
Efficiency: Call recordings associated to call logs are compressed after 7 days of inactivity to reduce disk space and reduce the number of files on the server.
Efficiency: Idle system events now only look for custom fields that are used, not all custom fields available.
Efficiency: Raw contents for tickets are compressed after 1 day of inactivity to reduce disk space and reduce the number of files on the server.
Efficiency: Ticket attachments are compressed after 7 days of inactivity to reduce disk space and reduce numbers of files on server.
11.5.5932 (Mar 29, 2016)
Added: New error messages when creating an Email Report for clarity.
Fixed: Grid headers now translate correctly based on the language selected at the time of login.
Fixed: SMTP information no longer attempts to load if SMTP has not been configured.
Fixed: Transferring a chat now updates the management interface correctly.
Efficiency: Changed the way in which Instant Messages are loaded in the management interface.
Efficiency: News Items are now cached for a period of time on the Portal.
Efficiency: Who's On Activity is now cached for a period of time.
11.4.5906 (Mar 3, 2016)
Added: Deleting a brand now asks how to handle RSS feeds associated to the brand being deleted.
Changed: Knowledge base article breadcrumbs are now clickable.
Changed: Knowledge base folders are now clickable within the Portal, displaying all articles within that folder.
Changed: Removing a custom field from a ticket template no longer removes the historical custom field data from tickets.
Fixed: A case where email-embedded types were not always imported.
Fixed: Adding a custom field to a template no longer requires a reset of IIS.
Fixed: An issue where deleting a custom role caused an error.
Fixed: An issue where modifying surveys would include incorrect questions.
Fixed: An issue where registered users were not being properly linked to their corresponding tickets.
Fixed: Ascending and descending sort order now works as expected in custom reports.
Fixed: Grids in Live Chat settings now update as expected.
Fixed: Images in Canned Replies will now show correctly outside of SmarterTrack.
Fixed: Images that are added in-line while editing a message now properly save when using SmarterTrack in a virtual application pool.
Fixed: The setup wizard now properly creates the default SMTP account on setup.
Fixed: When using a direct URL to a ticket, you're no longer prompted to login if you have already done so.
11.4.5864 (Jan 21, 2016)
Fixed: A case where incorrect attachments would show on a ticket.
Fixed: A scenario where during the upgrade process, if default chat settings were used, live chats were set to 'nobody'.
Fixed: An issue where deleting a department would cause an error due to call log transfer settings.
Fixed: An issue where display names that contain { or } would not allow the management interface to load properly when viewing tickets by agent.
Fixed: Auto-Responder blacklist now works as expected.
Fixed: Custom Links for a specific ticket now work as expected.
Fixed: Deleting a Community category now works as expected.
Fixed: Knowledge Base articles and News Items now check to see if embedded images are present, before determining if no content is available.
Fixed: Portal and Community now check to see if an external login URL is used prior to displaying the Login Modal.
Fixed: Queue times now include the full amount of time the chat was in the queue for the life of the chat.
Fixed: Report date ranges for 'Last Year' now works as expected.
Fixed: Sorting within the Who'sOn Section now works as expected.
Fixed: The portal and Community no longer redirect to a blank URL if an external login URL was enabled but no custom url was given. The login Modal will show instead.
Fixed: The status of deleted tickets that have not been purged from the database will now have a status of "Closed and Locked".
Fixed: User's with XSS symbols in their name can now be edited properly.
Fixed: When scanning for broken links, links contained in 'pre' tags are now ignored when prettyprint is used.
Fixed: When using MySQL, Email Importing strips 4 byte characters from the email body.
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