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11-15-2017 / HelpSpot 4.7.3

Recent Requirement Changes

  • HelpSpot now requires at least PHP 5.6 or PHP 7 
  • HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

Bug Fixes

    • Headers for requests created via the portal are only added if using the CC feature.
    • Header data insertion for requests created via the portal not correctly identify the From: and To: fields 

    11-13-2017 / HelpSpot 4.7.2

    Recent Requirement Changes

    • HelpSpot now requires at least PHP 5.6 or PHP 7 
    • HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

    Security Fixes

    • This release contains two critical security fixes. The details of these will be released on to the public on Feb 6th, 2018 in order to allow time for self-hosted installations to upgrade (CVE-2017-16755 and CVE-2017-16756). Please update your HelpSpot instances as soon as possible.
      • HelpSpot Cloud customers will be upgraded automatically
      • If you have customized the loginbar.tpl.php or js.tpl.php portal template files  (most custom portals do not modify these files) you will need to update those files as directed here.

    Features

    • The public portal now contains options for adding a subject line and cc'd contacts when creating a request. These options can be turned on/off in Admin > Settings > Portal. If you have customized your portal templates you may need to merge in changes from the default templates. Read more about the template changed here.

    Bug Fixes

    • Incorrect header information is no longer displayed when quoting a private note.
    • Better cleaning of file names when converting database stored attachments to file system based attachments
    • Fixed "assigned to" > "logged in user" criteria in triggers so that they work as expected
    • Fixed bug where an email with only a plaintext version could not be parsed for tags such as ##forward:true## (even if added in the subject line).
    • Fixed issue with database server checks when doing a new install on SQL Server

    10-12-2017 / HelpSpot 4.7.1

    Bug Fixes

    • Fix for reporting tags display issue.

    10-10-2017 / HelpSpot 4.7.0

    Enhancements

    • New HelpSpot logo.
    • Added  --optimize flag to search:config command for SphinxSearch users. For those with a large number of requests (hundreds of thousands to millions), Sphinx can fail often while indexing. This reduces the number of request history items indexed per request to only the newest 50 request history notes to save space/resource usage while still allowing relevant search.
    • Tweaked wording depending on if HelpSpot is detected to be used internally ("help desk") vs as customer support for customers ("customer support")
    • General history search now ignores empty fields making it easier to find historical requests.
    • You can now select whether you want a trigger to log its runs in the request history. This is useful for triggers that perform background operations like syncing data between external systems.
    • Added better logging around sending email
    • Added extra message headers to allow more email clients to thread HelpSpot emails
    • Added additional logging for failed LDAP authentication attempts

    Bug Fixes

    • New version of WYSIWYG editor that includes a fix for the cursor being in the wrong position after pasting.
    • Correcting an issue where HelpSpot did not correctly detect that it was an older version than the latest stable in order to notify admins of new versions.
    • Fixed bug where SQLServer returned an error when updating a request with a period in the request ID was present in the URI
    • Updated report and business hours explanation per report so it was less generic
    • Fixed a bug where scroll bar in area where you can select tags (on a request page) did not function
    • Fixed a bug where MySQL databases with many custom fields prevented fulltext indexes from being added on update to HelpSpot 4.6.10
    • Updated how HelpSpot tests for MySQL version
    • Fixed date inaccuracy in reports.


    07-11-2017 / HelpSpot 4.6.10

    Recent Requirement Changes

    • HelpSpot now requires at least PHP 5.6 or PHP 7 
    • HelpSpot database requirements MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

    Enhancements

    • Responses search now displays folders in order to make identifying the appropriate response easier.
    • Installers now default to database based full text search
    • Date / Time columns now available for opening and closing dates in filters.

    Bug Fixes

    • The cHD_TAKEIT_DOCHECK now works with filters.
    • The installer now checks  for php 5.6 as the minimum version.
    • Out of Office now properly redirects requests that are open in a staff member's queue if they are updated.
    • Deactivating a staff member now moves their open requests to the inbox.
    • Fixed bug where custom date field filters could be off by 1 day.
    • Fixed mime type handling for less common Excel file types
    • Updated the WYSIWYG editor to version 2.2.1.59 to correct the cursor placement issue after pasting among other fixes.
    • Adjusted how the WYSIWYG loads to help prevent loading failures.
    • Reducing memory usage for CSV request event report.
    • Fixed business hours calculation issue on first response speed.
    • Fixed bug that would disallow "0" being entered as a value in a text custom field.
    • Fixed the styling on the drag and drop upload status dialog
    • Fixed bug with ordering by date criteria in filters. It now works as expected with date based groupings.
    • Fixed bug with UTF8 characters in email header spam reports preventing emails from importing.
    • Fixed PgSQL full text search issues.
    • Fixed bug where custom fields could be edited to erase their title
    • Fixed character set handling in response reports
    • Fixed file handling for files with jgep instead of jpg file extensions



    03-13-2017 / HelpSpot 4.6.9

    Recent Requirement Changes

    • HelpSpot now requires at least PHP 5.6 or PHP 7
    • HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

    Bug Fixes

    • Fixed issue where database full text quick search could return all records instead of only the correct records.
    • Fixed issue where full text filter could return no results.
    • Addressed memory leak in v3 to v4 request conversion.

    02-27-2017 / HelpSpot 4.6.8

    Recent Requirement Changes

    • HelpSpot now requires at least PHP 5.6 or PHP 7 
    • HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

    Improvements

    • Brought back database-based searching as SqlServer and MySQL both now more easily support and allow Full Text indexing setup programmatically. SphinxSearch can still be used, but may become depreciated.
    • Improved custom field "always visible" explanation text

    Windows Installer

    • SqlServer drivers for PHP 7.0 updated to latest available version, resolves potential issue with connection problems
    • PHP fileinfo module added, resolving issue where some files had an incorrect mime type (file type) associated with them
    • Fixed issue where bundled mysql database name was assumed rather than retrieved dynamically
    • max_input_vars php.ini setting updated to allow for long requests, resolves issue where customer with large numbers of custom fields could not create new requests

    Bug Fixes

    • Fixed issue with Outlook 2016 headers and parsing "reply above" text
    • Fixed bug in updating to version 4 where some HS_Settings items were not encoded to utf8
    • Fixed but in updating to version 4 where text-based custom fields were not encoded to utf8
    • Fixed issue where emailed changes to a request (staff notification) may not have included each change 
    • Fixed issue where staff notifications could fail on email-based request updates when required custom fields  were not filled in
    • Fixed issue where portal "Most Helpful Articles" returned incorrect book results
    • Fixed issue where grouping options were different in the requests over time report vs matrix report
    • Fixed issue where long field values needed to be truncated within the HS_Request_Events table, which tracks changes to a request over time
    • Fixed an issue where merges could delete a request erroneously
    • Fixed issue where the table of results action in a automation would send staff notifications and create request history items.



    01-05-2017 / HelpSpot 4.6.6

    Bug Fixes

    • Updated WYSIWYG editor to properly escape special characters like "<" and ">".
    • Fixed markdown parsing on auto notify triggers

    12-27-2016 / Version 4.6.5

    Requirements Change

    HelpSpot now requires at least PHP 5.6 or PHP 7

    Enhancements

    • Disabled staff are now hidden on the today board report.
    • Added the ability to use a custom field tag in the TO: field of the "External Message" action on automations and triggers.
    • Added automatic installation of the C++ redistributable library for windows installations.

    Bug Fixes

    • Fixed inconstancies in the productivity first response speed report.
    • Fixed bug with upload limit warning that could prevent attachment uploading.
    • Added logic to prevent emails from running through the markdown parser if it already contains html.
    • Fixed bug where request log information was not included in notification emails.
    • Modified the WYSIWYG editor theme to improve readability.
    • Corrected link in in install.txt.
    • Improved IMAP mailbox code testing.
    • Fixed issue that prevented the windows upgrader from properly connecting to MySQL installations.

    If you are using custom portal templates, HelpSpot 4.6 has some minor portal template changes documented here: https://support.helpspot.com/index.php?pg=kb.page&id=517

    12-07-2016 / Version 4.6.4

    Requirements Change

    HelpSpot now requires at least PHP 5.6 or PHP 7

    Bug Fixes:

    • Fixed bug where connection to SphinxSearch may not be made correctly when searching
    • Fixed bug where public API searches for KB/ Forums bypassed SphinxSearch

    12-06-2016 / Version 4.6.3

    Requirements Change

    HelpSpot now requires at least PHP 5.6 or PHP 7

    Bug Fixes:

    • Fixed issue where License was not checked during runs of tasks.php / tasks2.php
    • Fixing issue where log of a trigger being run did not appear in request history if the trigger did not make a change to the request (for example if it only sent a notification or a webhook)


    11-29-2016 / Version 4.6.2

    Requirements Change

    HelpSpot now requires at least PHP 5.6 or PHP 7

    Improvements:

    • PHP 7 Support!
    • New "Getting Started" page with checklist appears when Admin user logs in before making configuration changes, such as inviting Staff or adding Email Mailboxes
    • Added logging of delete (from spam and trash) actions at the time requests are permanently deleted to the data/logs/helpspot.log file.
    • Quoting/Forwarding request history messages will include CC emails on the message
    • Updated WYSIWYG editor to latest version
    • When converting a note to a request a link is added for easier cross referencing.
    • Added hidden setting (cEXTRASECURITYOPTIONS) that allow you to select a specific TLS version for SMTP connections.
    • Improved the wording when deleting spam via the command line.
    • Added more relevant information to the login screen
    • Improved attachment filename parsing
    • The existing request's category and assignment are preserved when converting a request note to a new request
    • New event logging table HS_Request_Events and an associated command line tool to export event logs.

    Bug Fixes:

    • Fixed issue where capitalization was used in default catpcha words on the customer portal
    • Fixed issue where exception errors did not make it to log file unless cDEBUG was enabled (all errors should be logged regardless of user-facing error messages being enabled)
    • Filter: Ordering results by status orders by status name alphabetically, rather than status ID, numerically
    • Fixed bug where external emails with "Do Not Email" selected resulted in an error
    • Fixed API bug in SqlServer where searching by xRequest used a string rather than integer value
    • Fixed bug where Filter/Trigger conditions for category/staffer had unassigned option twice
    • Fixed bug in some email clients where content below REPLY ABOVE was not properly stripped out when inserting into helpspot request history
    • Fixed bug where drag+drop files of size over the file-upload limit did not receive an error message (failed silently)
    • Fixed bug where secondary portals would show most helpful KB articles for all KBs if no KBs were selected.
    • Fixed issue where KB page would display public preview button before it was made public.
    • Fixed bug productivity report values.
    • Fixed bug where the "Mailbox" column header in Admin > Email Mailboxes shows the Reply-To Address, not the Mailbox.
    • Fixed bug where SMTP testing in the admin area required you to enter the password even if the password was unchanged.
    • Updated links to HelSpot hosted training resources
    • Fixed bug where the CC line of a quoted message could include recipients to did not actually receive the message.
    • Fixed issue where HS_Request.dtGMTClosed is updated incorrectly when an automation modifies the request while it is closed.
    • New and updated SMTP connections using TLS security default to tlsv1.2. The new cEXTRASECURITYOPTIONS can be used to select a specific TLS version
    • Custom fields that have data larger than the defined length in version 3.2.12 now properly upgrade to version 4 without manual intervention.
    • Fixed the wrong request check link being sent on a mail rule instant reply.
    • Hide getting started redirect if the getting started screen is dismissed.
    • Fixed full text searching in PHP 7
    • Fixed javascript console error from tooltip
    • Disabled staff are no longer shown a knowledge base editors

    Windows Installer Changes

    • The windows installer now installs PHP 7 by default


    11-01-2016 / Version 4.6.1 - Beta

    This is a beta release. We recommend implementing this release in a staging environment before deploying it to production. 

    Requirements Change

    HelpSpot now requires at least PHP 5.6 or PHP 7

    Improvements:

    • PHP 7 Support!
    • New "Getting Started" page with checklist appears when Admin user logs in before making configuration changes, such as inviting Staff or adding Email Mailboxes
    • Added logging of delete (from spam and trash) actions at the time requests are permanently deleted to the data/logs/helpspot.log file.
    • Quoting/Forwarding request history messages will include CC emails on the message
    • Updated WYSIWYG editor to latest version
    • When converting a note to a request a link is added for easier cross referencing.
    • Added hidden setting (cEXTRASECURITYOPTIONS) that allow you to select a specific TLS version for SMTP connections.
    • Improved the wording when deleting spam via the command line.
    • Added more relevant information to the login screen
    • Improved attachment filename parsing
    • The existing request's category and assignment are preserved when converting a request note to a new request

    Bug Fixes:

    • Fixed issue where capitalization was used in default catpcha words on the customer portal
    • Fixed issue where exception errors did not make it to log file unless cDEBUG was enabled (all errors should be logged regardless of user-facing error messages being enabled)
    • Filter: Ordering results by status orders by status name alphabetically, rather than status ID, numerically
    • Fixed bug where external emails with "Do Not Email" selected resulted in an error
    • Fixed API bug in SqlServer where searching by xRequest used a string rather than integer value
    • Fixed bug where Filter/Trigger conditions for category/staffer had unassigned option twice
    • Fixed bug in some email clients where content below REPLY ABOVE was not properly stripped out when inserting into helpspot request history
    • Fixed bug where drag+drop files of size over the file-upload limit did not receive an error message (failed silently)
    • Fixed bug where secondary portals would show most helpful KB articles for all KBs if no KBs were selected.
    • Fixed issue where KB page would display public preview button before it was made public.
    • Fixed bug productivity report values.
    • Fixed bug where the "Mailbox" column header in Admin > Email Mailboxes shows the Reply-To Address, not the Mailbox.
    • Fixed bug where SMTP testing in the admin area required you to enter the password even if the password was unchanged.
    • Updated links to HelSpot hosted training resources
    • Fixed bug where the CC line of a quoted message could include recipients to did not actually receive the message.
    • Fixed issue where HS_Request.dtGMTClosed is updated incorrectly when an automation modifies the request while it is closed.
    • New and updated SMTP connections using TLS security default to tlsv1.2. The new cEXTRASECURITYOPTIONS can be used to select a specific TLS version

    Windows Installer Changes

    • The windows installer now installs PHP 7 by default

    09-19-2016 / Version 4.5.11

    Bug Fixes

    • Fixed an issue where saving the Admin > Settings page (regardless of any changes made) reset the Admin > Settings > Email Integration > SMTP Password field, causing email errors when the default outgoing mailbox was used.


    09-13-2016 / Version 4.5.10

    Bug Fixes

    • Added password confirm field when editing Admin > Email Mailboxes

    09-12-2016 / Version 4.5.9

    Bug Fixes

    • Fixed issue for programatic mailbox creation for cloud customers.

    09-06-2016 / Version 4.5.8

    Bug Fixes

    • Adjust the local storage when creating requests to prevent it from repopulating on the next request. 
    • Improved email validation on the request page and ensure the WYSIWYG keeps formatting on failed validation
    • When a request is closed prevent pinning/unpinning notes. 
    • Fixed JS error on holiday hours setup.
    • Adjusted the wording when deleting KB attachments
    • Fixed tLog serialization error when updating from HelpSpot 3
    • Fixed "/" in file names of attachments causing download errors

    Enhancements

    • Email account passwords are now hidden on setup pages

    07-22-2016 / Version 4.5.7

    Bugs

    • Fixed issue with utf8 conversion on subject and from in email parsing
    • Fixed issue  where time tracker would not record time if "update request" was used instead of "log time."
    • Fixed file CID error when attaching images to email.

    07-20-2016 / Version 4.5.6

    Bug Fixes

    • Fixed bug where swift error would be thrown when an image was reattached. 

    07-18-2016 / Version 4.5.5

    Bug Fixes

    • Resolved round-robin issue where OOO user caused round robin to not cycle through all staffers
    • Fixed display issue with the color picker when editing custom fields. 
    • Fixed issue where drill down fields could have extra space.
    • Fixed issue where reattaching could throw an error.
    • Added validation to the email field when creating requests.
    • Added save draft feature to the wysiwyg editor.
    • Resolved edge case where inactive staff's reply to their own request would show as from staff. 
    • Updated wysiwyg editor configuration instructions
    • Resolved issue where drafts from one request could be populated into the editor for a new request.
    • Added error logging to custom field creation.
    • Fixed display issue where long field names were not properly handled in the matrix report.
    • Quoted message history items are now appended instead of replacing the editor content.


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