Version history

Helpdesk

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Version 23.0.0

Date update : April 26, 2023

Fixed minor issues.

Version 21.0.0

Date update : March 15, 2021

Improved PHP 8 compatibility.

Version 20.100.0

Date update : October 26, 2020

Minor improvements.

Version 20.5.0

Date update : September 14, 2020

Fixed minor issues.

Version 16.0.0

Date update : February 16, 2016

Fixed issue resetting score when replying to a ticket more than once.
API: the message ID is now passed to the OnAfterTicketUpdate event.
API: the attachment file array is now passed to OnBeforeEventAdd.
Fixed known issued.

Version 15.5.0

Date update : July 23, 2015

Minor changes.

Version 14.5.1

Date update : February 24, 2015

Minor fixes.

Version 14.5.0

Date update : June 27, 2014

Minor fixes and improvements.

Version 14.0.0

Date update : November 21, 2013

Minor fixes and improvements.

Version 12.5.1

Date update : August 5, 2013

Option to select deadline calculation method in SLA: based on reply date or ticket creation date.
Option to set SLA in OnBeforeTicketAdd handler.
API: added filters by LAST_MESSAGE_BY_SUPPORT_TEAM in CTicket::GetList.
Option to display schedule in the SLA list in Control Panel.
API: now using default parameter values for CSupportTimetable::getList().
The support.ticket.edit and support.ticket.list components now support the "demo access" role.
API: added new events OnBeforeTicketNotify and OnBeforeTicketExpire called before a user is notified when a reply is required, or when a ticket is going to expire.
Option to change the ticket title.
Now showing a new column in Control Panel: "Days until auto closed".
Minor issues fixed.

Version 12.5.0

Date update : June 17, 2013

Minor fixes.

Version 12.0.3

Date update : May 15, 2013

New ticket search algorithm.
Fixed minor issues.

Version 12.0.2

Date update : February 19, 2013

Optimized the paginated ticket display.
CTicket::GetList() API now supports pagination.
Fixed minor issues.

Version 12.0.1

Date update : December 27, 2012

Minor fixes.

Version 12.0.0

Date update : September 14, 2012

Introduced custom field support.
Introduced schedules and exceptions.
Text search improved.
Fixed other minor issues.

Version 11.5.2

Date update : August 2, 2012

Minor issues fixed.

Version 11.5.1

Date update : June 27, 2012

Fixed error with incorrect SLA settings while creating a new support ticket.
Fixed error that caused problems with cancelling a new ticket creation.

Version 11.5.0

Date update : April 23, 2012

Minor changes.

Version 11.0.1

Date update : February 17, 2012

System agents has been optimized.
API: CTicket::GetList now supports new filter: "IS_OVERDUE".

Version 11.0.0

Date update : September 15, 2011

Introduced cloud storage support.
Fixed error creating a new ticked from a message causing the incorrect subject and SLA.

Version 10.0.2

Date update : April 18, 2011

Fixed error preventing a group member from performing actions on a ticket.
API: added the field ID to the events OnBeforeTicketUpdate and OnAfterTicketUpdate.

Version 10.0.1

Date update : March 23, 2011

Fixed localization errors.

Version 10.0.0

Date update : March 15, 2011

Transition to the new version.

Version 9.5.2

Date update : October 29, 2010

Fixed error causing the “Copy Component Template” command to appear in the subcomponents.

Version 9.5.1

Date update : October 6, 2010

Fixed error setting an incorrect site in a new ticket created from a client’s message.
Fixed error doubling tickets created from e-mail messages.
Fixed error preventing download of files of some mime types.

Version 9.5.0

Date update : October 5, 2010

Fixed error preventing a responsible person from posting to a ticket.

Version 9.1.0

Date update : September 20, 2010

New feature: create new tickets from client's messages.
New feature: notifications about ticket updates for members of the responsible person's user group.
New feature: a link to view ticket author's orders (if the e-store module is installed).
New feature: added the site column to the tickets table.
New feature: the date fields are now validated in SLA settings (the Schedule tab).
New feature: new attachable file formats (docx, xlsx).
New feature: events: OnBeforeTicketAdd, OnBeforeTicketUpdate, OnBeforeTicketDelete, OnTicketDelete.
New feature: option in "support.ticket.edit" to specify max. non-breaking string length.
New feature: option in "support.ticket.edit" to select message sort order.
Fixed error preventing the ticket autoclose value from recovery.
Fixed error forwarding an e-mail message to the helpdesk module if no source with "email" code exists. The source can be selected in the module settings.
Fixed error not showing the current user name in the ticket visitors window.
Fixed error displaying the same element regardless of the ELEMENT_ID in support.faq.element.detail.
Fixed error allowing the previous responsible person to post to a no longer available ticket.
Fixed error assigning an inactive user as a default responsible person.
Fixed error sending severity level change notifications to the clients.
Fixed error not showing the legend image in some situations.
Removed duplicate ID's in lists.

Version 9.0.1

Date update : July 6, 2010

Minor interface changes.

Version 9.0.0

Date update : June 17, 2010

New module settings parameter: "Ticket Edit Page Path" (used with e-mail notifications).
Minor bugs fixed.

Version 8.5.1

Date update : November 23, 2009

New gadget template for bitrix:support.ticket.list component has been added in bitrix:tickets gadget.

Version 8.5.0

Date update : October 3, 2009

Upgrade to version 8.5.

Version 8.0.1

Date update : April 21, 2009

API: new module events were added OnAfterTicketAdd and OnAfterTicketUpdate.
Minor fixes.

Version 8.0.0

Date update : April 6, 2009

Enforced security for the Control Panel pages.
Fixed saving of the Response Date field for the Oracle version.
Minor GUI improvements.

Version 7.1.0

Date update : September 27, 2008

New components: "Support request wizard" (iblock.wizard) and "Helpdesk (with wizard)" (support.wizard).

Version 7.0.6

Date update : August 28, 2008

New! Number of coupon usage can be viewed now.
Group users edit form interface was modified.
Control Panel interface errors fixes.
Oracle version errors fixes.
Fixed errors with calculating of support ticket expiration time.
Information on required fields added to the public components.

Version 7.0.5

Date update : July 17, 2008

Fixed error: ticket retained the "Reply now" flag even if SLA changed.
Fixed error: deleting a coupon also removed its records from the journal.
CTicket::SetTicket() can now accept PUBLIC_EDIT_URL - link to a ticket view page.
Fixed error: RAR and ZIP files are now downloaded correctly.
Fixed error: the ticket filter now respects the user's privileges in Control Panel.

Version 7.0.4

Date update : July 3, 2008

Group access to tickets has been introduced; techsupport groups and users can now be configured.
New functions to handle coupons of paid techsupport tickets (VIP support coupons):
- coupons are used to relate tickets to a specified level of service;
- coupon-aided tickets are moved to the top of the tickets table;
- coupon format is specified in the module settings;
- new pages: the coupons list page and the coupon usage page;
- new field "Ticket coupon" in the ticket forms;
- new e-mail event can be fired when a coupon-aided ticket is created.
- new parameter "Show coupon field" in the support.ticket and support.ticket.edit components.
Fixed error: notification agents failed to create when receiving tickets via e-mail.
Fixed error: notification agents are now run timely when the ticket SLA is modified.

Version 7.0.3

Date update : May 27, 2008

Fixed module installation errors.

Version 7.0.2

Date update : May 16, 2008

Better UTF-8 support in module installer.

Version 7.0.1

Date update : May 7, 2008

Updated language resource files.
Minor changes in module installer.

Version 7.0.0

Date update : April 16, 2008

The module is now UTF-8 enabled.
Minor changes in the module installer.
New events were added: OnBeforeSendMailToSupport and OnBeforeSendMailToAuthor. Events are invoked before sending notification on a new ticket or ticket modification.

Version 6.5.0

Date update : September 19, 2007

Data typing error in MySQL 5 is now fixed.
Migration to version 6.5.0 of main module.

Version 6.0.0

Upgrade to version 6.0.

Version 5.9.0

Updated Components 2.0;

Version 5.1.2

Added new helpdesk components.

Version 5.1.1

Fixed Criticality settings in message edit form;
Fixed calculation of the "Problem time" for hidden messages in support ticket;
Fixed determining of the expired messages after re-opening of support tickets.

Version 5.1.0

Greatly optimized module components, administrative pages and API-methods
Minor fixes

Version 5.0.6

Added "Request on hold" field
Added "Answer date" field
Changed default sort of the requests
Minor fixes

Version 5.0.5

Fixed JavaScript errors with inserting BBCode
Fixed default settings for filter in trouble ticket list

Version 5.0.4

Fixed error in compatibility with product 3rd version

Version 5.0.3

Added new reference book "Difficulty"
Added new field "Problem time" in trouble tickets
Techsupport administrator can now change "Criticality" in trouble tickets
Fixed Javascript errors in all components
Fixed filter error in "Desktop" and "Diagrams" reports

Version 5.0.2

Fixed filter error in a ticket list
Fixed Javascript bug to input BBCode
Online-monitor display improved
When setting "Do not change ticket status" number of messages in a ticket is recounted

Version 5.0.1

Fixed error in graphs displaying
Fixed error in file uploading
Minor fixes

Version 5.0.0

New module administrative interface developed. New interface applies to the 5.0 system version only.
Fixed storing of the filter settings in session for the ticket list
Fixed error in quoting for the FireFox 1.5
Fixed mail filtering with "not spam" mark

Version 4.1.1

Fixed storing of the filter settings in session foir the ticket list
Fixed error in quoting for the FireFox 1.5
Fixed mail filtering with "not spam" mark
Fixed error with selecting all tickets in the list for FireFox 1.5

Version 4.1.0

Fixed bug of user info in support dictionary list

Version 4.0.10

Some modifications has been made connecting with MSSQL version release.

Version 4.0.9

link to the author's tickets on the page of the ticket editing
option "Default mode during ticket review"
option "Interval of auto refreshing of the area "Online" in the administrative area"
option "Tickets per page"
option "Messages per page"

Version 4.0.8

Security fix of public components.

Version 4.0.7

Now you can choose techsupport team member by default for the support level (SLA).
Now techsupport team member can select his current work mode: "view ticket" or "writing an answer".
The self refreshing area was added on the ticket editing page. It contains user names who view the ticket at the moment.
The features of ticket sorting were moved to the dropdown list on administrative ticket list page.

Version 4.0.6

SLA (Service Level Agreement) was added.

Version 4.0.5

Administrative scripts security was improved
Additional features was added to the filter on the page of support load graph

Version 4.0.4

Added support for viewing the MSWord, MSExcel and Acrobat Reader files
Fixed error while processing the empty email messages: without body and subject specified

Version 4.0.3

Date of trouble ticket auto-close moved to the trouble ticket list, added filter and sorting option by this field
Improved English administrative interface

Version 4.0.2

New information added to the header of the ticket at ticket edit page: date of auto close for the ticket.

Version 4.0.1

Improved algorithm for email template installation while installing the module
Fixed error with defining responsible person by default
In module settings new option was added "Default value for field "Close after no responses more than"
Added icons for standard components

Version 4.0.0

implemented support for multiple sites; ticket source, questions, answers, answer rating, states, criticality, category all can be bound to more than one site;
sites can now be used as the parameter when ticket and loading graphs;
all technical support templates are now components; downward compatibility with old templates is maintained;
fixed error with handling deactivated users;
mail templates can now be managed more flexible;

Version 3.3.21

Improved script that returns attached files for the trouble ticket. Now attached file is correctly downloading in IE when it is clicked directly from the message.
Fixed error in formating email address of the author if the message came with the address of the following type "name, last name " (i.e. with the comma included in the author's name).

Version 3.3.20

Minor interface changes

Version 3.3.19

Changed the way of forming the links to the attached files in the messages

Version 3.3.18

Added option to change language of the helpdesk request
New option available now that allows to add spam mark to the mail message templates (Reinstalling of the module is required, but with storing the table data. Note that all the module setings will be lost.)
On the page of message editing new buttons were added: "B", "I", "U", "Quote", "Code", "Translit"
Scheme of distributing the access rights was improved with roles (roles are not hierarchically inerited, allow one user to have several roles for the module).
Added option to attach to the message any number of files of different types.

Version 3.3.17

Added feature to chose the role (access level) in Helpdesk for users of group #1 (site administrators)
Added option to change trouble ticket parameters after closing the ticket.

Version 3.3.16

Speeded up displaying of the trouble ticket list
Fixed error of displaying answer rates in ticket list
Attention ! If you have used function CTicket::GetMessageList pay attention that number of parameter was changed (see help).

Version 3.3.15

Fixed error of counting users that have viewed a truoble ticket recently (in case when user has no access rights but is being counted as a user that viewed a trouble ticket).
Fixed bug of setting responsible person depending on ticket source.
When writing by E-Mail message now can be added to the closed ticket, ticket now automatically opens and then message is being added.
Minor interface changes on the ticket editing page.
Added an option to send by EMail attached images. Only one image is currently allowed for one EMail message.
Redeveloped module permission settings. Added ability to specify more than one gropu of responsible persons and administrators. Added "demo-access" permission level. For correct setting of this update the Helpdesk module should be already installed and correct groups of administrators and responsible persons should be also set.

Version 3.3.12

On the Desktop page additional columns were added for displaying which trouble ticket were answered and which weren't.

Version 3.3.11

Added separate event types for techsupport and for the trouble ticket author.
When editing a ticket it's now possible to specify whether to send notification to the author or not.
Added feature to create hidden messages in the trouble ticket visible only to the tech support staff.
To all the filters special flag "Search for exact matches" was added.
When changing trouble ticket parameters (responsible person, category etc) now special mesages are added as a changes log.
Attention ! For those who uses Mail module in connection with Helpdesk module. Mail message subjects were changed.
Edit your rules in Mail module according to the new subjects added:
1) Create new rule of type "Creating of a new trouble ticket" (but do not save it)
2) Copy to clipboard value of the parameter "Subject template for determining answer to the ticket:"
3) In the rules which were created for working with Helpdesk the parameter value of "Subject template for determining answer to the ticket:" replace with the one copied to clipboard.

Version 3.3.10

Minute interface improvements

Version 3.3.9

Message templates were separated: for clients and techsupport staff.
Added option to mark trouble tickets as spam (for teaching Mail module when recognizing spam)

Version 3.3.8

Added option to perform some group actions on trouble tickets

Version 3.3.7

Changes in public part of the module - all the input elements have been added with input... styles
Improved API functions for integration with the new Mail module

Version 3.3.4

Added support for special tags: when displaying message on the site and sending it by email
Added support for the links to the images attached to the messages. Attention ! To enable this feature you need to add #IMAGE_LINK# into your helpdesk mail templates or re-install Helpdesk module while keeping the saved tables.

Version 3.1.1

Script processing has been optimized to work in default PHP 4.1.0 configuration.

Version 3.1.0

Migration to version 3.1 of main module.