Web Help Desk Updates

10.2.0.33.1 (2/9/11)

2012-02-08T23:54:00.000-08:00

Fixes FAQ pop-up window to use custom stylesheet.
Minor stability improvements.

10.2.0.33 (2/8/12)

2012-02-08T09:41:00.000-08:00

Changed: Setup > E-Mail > Options > Create Ticket Notes From Replies option has been replaced with Use Incoming Mail Account as "From" Address. Refer to the help popup in the WHD interface for more information.
Changed: Using SQLite database for LANrev syncs is now available only if -DAllowAbsoluteManageSQLiteDatabase=true in whd.conf JAVA_OPTS.
Changed: Removed colon separator between popups in request type selector to avoid a rendering glitch in the Client Help Request screen.
Fixed: Tech e-mail that doesn't specify a status will now use the value at Setup > Tickets > Status Types > Options > Tech Note Default Status.
Added: Option to include PDF page break between composite sub reports.
Added: Additional CSS gallery setting samples.

10.2.0.32.3 (2/2/12)

2012-02-02T10:58:00.000-08:00

Fixed issue where selecting a ticket checkbox in list view then running an action would reset the selected Column Set to default.
Fixed JS validation for required ticket custom fields using popup menu style.
Added option to link a Company or Location to a specific Outgoing Mail Account. Locations linked to a Company inherit the outgoing account, but the account can be overridden at the Location level.
Other minor bug fixes.

10.2.0.32.2 (1/31/12)

2012-01-31T08:07:00.000-08:00

Fixes problem with SQL Server data model that would complain about missing varbinary(max) datatype.
Client Admin searching for "Other" client to assign a new ticket to now correctly filters LDAP search results by assigned admin Location and/or Department.
Various custom stylesheet related fixes.

10.2.0.32.1 (1/30/12)

2012-01-30T15:22:00.001-08:00

Fixes issue with SQL Server database model that would cause a "data will be truncated" error when trying to save the new stylesheet option.
Fixes Javascript validation on a text custom field when the field uses multiple lines.

10.2.0.32 (1/30/12)

2012-01-30T15:11:00.000-08:00

Fixes SAML authentication to work with Active Directory Federation Services (AD FS).
Various other minor bug fixes.

10.2.0.31 (1/27/12)

2012-01-27T09:06:00.000-08:00

Fixed new mobile app authentication when using LDAP (access the mobile app at http://yourserver/helpdesk/mobile/index.html)
Added Setup > General > Look & Feel which allows custom stylesheet application to the Login page and Client UI.
Added Setup > Tickets > Options > Enable Ticket E-Mail Overrides which exposes a new option in the ticket Recipients tab to disable *all* e-mail messages for the ticket, while leaving the current recipient settings intact.
Added Client Cc list and "enable" checkbox to the Tech Note recipients section.
Added support for direct connection to the Absolute Manage SQLite database (only available if Absolute Manage and WHD are on the same server).
Added local Javascript validation for required Custom Fields.
Various minor bug fixes.

10.2.0.30.3 (1/19/12)

2012-01-19T12:44:00.000-08:00

Changed: when ticket resolution is confirmed by the client and a ticket closes, if the ticket has a linked survey, an e-mail with survey invitation will always be sent to the Client.
Fixed issue causing extra "Created by..." ticket history entries to be generated.
Fixed list filtering so tickets deleted by Bulk Action or e-mail will be correctly removed from list view.
Added a "white list" of accepted domains that can be enabled for each outgoing e-mail account.
Fixed issue resetting non-LDAP client passwords.
Updated Client menubar icons.
Various other fixes.

10.1.10.2 (1/18/12)

2012-01-18T01:36:00.000-08:00

Fixes an exception that can be thrown in ticket report PDFs.

10.2.0.30.2 (1/13/12)

2012-01-13T16:43:00.000-08:00

Adds LDAP searching to Client lookup in "mini" lookup widget (i.e. Asset assignment)
Fixes CAS authentication to work on direct action links to view or search tickets.
Various minor enhancements and bug fixes.

10.2.0.30.1 (1/12/12)

2012-01-12T11:30:00.000-08:00

Fixes list filtering bug.

10.2.0.30 (1/12/12)

2012-01-12T08:58:00.000-08:00

Major optimization to fetching tickets when moving between ticket lists.
Various bug fixes.

10.2.0.29 (1/11/12)

2012-01-11T08:00:00.000-08:00

Adds LDAP lookup of non-synced clients to basic client search and the Client Info tab of a ticket. Selected LDAP clients are synced to the WHD database on the fly.

10.2.0.28.1 (1/10/12)

2012-01-10T08:48:00.000-08:00

Fixed bug when deleting a ticket note.
Ticket Detail changes made after the tech note editor is opened will now save when the note is saved.
Various stability improvements.

10.2.0.28 (1/7/12)

2012-01-07T04:12:00.000-08:00

Various stability improvements.
Fixes issues with Remember Me checkbox not working in certain cases.
When logging in as a client linked to a tech account, the client can now switch to tech view. The view last used will be restored when the client or linked tech logs in again.
Fixes a problem causing duplicate client accounts to be created when authenticating with LDAP and using User Name as the login ID.
Fixes bug causing Delete link to appear in e-mails for unassigned tickets to techs that don't have permission to delete tickets.
Fixes issue that could cause the "Send to Cc:" checkbox in a ticket to be automatically re-enabled when the ticket was updated by e-mail.

10.2.0.27.3 (1/6/11)

2012-01-06T08:19:00.000-08:00

Restores dialog confirmation when saving a ticket and returning to list view in one step.
Various stability improvements.

10.2.0.27.2 (1/4/12)

2012-01-04T02:03:00.000-08:00

Restores total work time to note list in ticket details.
Various stability improvements.

10.2.0.27.1 (12/31/11)

2011-12-31T13:14:00.000-08:00

Fixes an issue preventing the editing of assets.
Adds badge counts to My Tickets, Group Tickets, and Flagged Tickets sub-tabs.

10.2.0.27 (12/30/11)

2011-12-30T04:22:00.000-08:00

Adds the ability to override the "Enabled" checkbox for the Client Cc: list from the Tech interface.
Adds the option to create a new ticket for e-mail specifying a ticket number that doesn't exist.
Fixes a problem with Request Type changes made after opening the Tech Note editor.
Fixes Tech and Client profiles to not show password fields when external authentication is selected.
Fixes the login attribute to be User Name when external authentication is selected.
Fixes an exception that could be thrown when a Client attempts to access a Ticket with a URL that is missing the Ticket number.
Fixes an exception that could be thrown when navigating through the Ticket History in a Client record.
Adds the ability to link a Client account with a Tech account so that Techs can switch to the Client interface without having to log out. (Also enables Techs to act as Clients when external authentication is in use. See Setup > Techs > Techs > [Individual Tech] > Linked Client.)

10.2.0.26.5 (12/26/11)

2011-12-26T22:00:00.000-08:00

Fixes tech note editor so it no longer wipes changes in a note if ticket validation fails.

10.2.0.26.4 (12/24/11)

2011-12-24T23:30:00.000-08:00

Fixes bug in ticket editor when creating a new note after navigating between tickets in succession.

10.2.0.26.3 (12/23/11)

2011-12-23T04:30:00.000-08:00

Bug Fixes

10.2.0.26.2 (12/22/11)

2011-12-22T05:07:00.000-08:00

Adds stability and performance improvements when editing tickets.

10.2.0.26.1 (12/21/11)

2011-12-21T02:45:00.000-08:00

Adds a Warranty Type search option to advanced Asset Search.
Fixes a few broken help messages.
Fixes exception thrown when creating an Action Rule that assigns a Tech Group.
Fixes new-ticket action (.../wa/TicketActions/new) to work correctly with parameters that pre-populate ticket values.
Makes setting in Tech Note editor sticky to each Tech for whether to send client e-mail as a single note or with full ticket details.
Fixes a JavaScript error that could occur when editing Tech Notes in a Chrome browser.

10.2.0.26 (12/20/11)

2011-12-20T12:52:00.000-08:00

Improves performance when editing a ticket when load balancing is enabled for tech assignment.

10.2.0.25 (12/20/11)

2011-12-20T02:18:00.000-08:00

Fixes an issue in previous version causing setting labels to be rendered in bold even when they aren't required.
Fixes login page to not hold on to sessions when authentication is unsuccessful.
Fixes authentication from mobile app for techs that use LDAP authentication.
Adds multiples of 24 to time period popup menus, so that multiples of a 24-hour day can be selected.
Adds color option to Client bulk actions.
Adds support for ticket variables in the Send E-Mail action rule.
Fixes exception thrown in PDF reports having one or less bar category items.
Fixes bug that could prevent custom-field-related action rules from running if the custom fields are marked hidden from the current user.
Fixes e-mail triggered by the Send Email action rule on new tickets to include the ticket ID in the ticket link.
Fixes NullPointerException that could occur when a Quick Ticket has a request type tied to an approval process and the Quick Ticket doesn't include all required fields.
Adds "Show n Items" popup menu to ticket report categories.

10.2.0.24 (12/20/11)

2011-12-20T02:08:00.000-08:00

Adds a "Default Request Type" property to the Assign To > Tech Group action rule, to resolve conflicts between the action rule's tech group and the tech group assigned to the ticket's request type.
Fixes bug that caused LDAP authentication to search for users in the LDAP directory by username even when the Web Help Desk login attribute is set to e-mail.
Fixes creation of a blank note when the "Add Note" button is double-clicked. Hides the Add Note button when the note editor is enabled.
Fixes bug causing duplicate status times to be logged when certain changes are made in the tech note editor.
Fixes the Request Type selection to persist between screen refreshes in the ticket detail page.

10.2.0.23 (12/15/11)

2011-12-20T01:59:00.000-08:00

Fixed bug causing SAML authentication fields to not appear when first enabling external authentication.
Added more detail and fixed some bugs in SAML/CAS certificate detail views.
Fixed conflict between SSL keystores used for CAS authentication and for Exchange.
Fixed NullPointerException that can trigger if an action rule for Assign To > Tech Group > Level is used and the specified level has no eligible techs.
Fixed Tech Note visibility when default visibility is set to Hidden and Tech permission is set to not allow view/creation of hidden notes.
Fixed Ticket history entries to strip out entries for hidden notes if the tech doesn't have permission to view them.
Fixes login authentication to ignore disabled LDAP Connections.

10.1.10.1 (12/14/11)

2011-12-14T12:15:00.001-08:00

Fixes Request Type selections in ticket report filters to include subtypes.

10.1.10 (12/11/11)

2011-12-11T15:58:00.001-08:00

Updates Tomcat to 7.0.23.
Updates Windows Java Virtual Machine to 1.6.0.26 (32-bit) and 1.6.0.25 (64-bit).
Adds support for date columns in Database Table or View Discovery Connections.
Fixes bug that could cause Ticket Reports to give double the correct totals when a Repetition Category is selected.
Fixes Client asset list to be refreshed when the Client on a Ticket is changed.

10.2.0.22 (12/11/11)

2011-12-11T15:09:00.001-08:00

Adds support for CAS 2.0 and SAML 2.0 SSO authentication.
Adds option to specify URL to redirect to when logging out.
Adds option in Setup > Tickets > Options to control whether the Ticket's Location/Room/Department is updated when the assigned Client is changed.
Adds Ticket Number and removes bookmarkable URL from the Ticket popup window opened from surveys.
Adds Tech Business Zone and Location Business Zone category options to reports.
Fixes issue when searching for text fields containing square brackets ('[' and ']').
Adds the Ticket's client name to the header of the quick note editor.
Adds ability to filter Techs in Setup > Techs > Techs to those currently logged in.
Adds Tech permission to allow access to e-mail *.eml files from history entries.
Adds option to delete multiple Messages at once.
Adds support for reading date columns when using the Database Table or View Discovery Connection.
Fixes LDAP Connections to Open Directory servers to work with CRAM-MD5 authentication. Active Directory LDAP Connections may still need to use Simple authentication.
Fixes LDAP Connections to not give an error during synchronization when Techs are set to authenticate with LDAP.
Fixes Country selection in Business Zones to include some locales that were previously missing, including United States - English (en_US) rather than defaulting to United States - Computer (en_US_POSIX).
Fixes Report categories to use label categories.
Improves performance when running reports with Location Group, Department Group, and Company category selections.
Fixes Request Type filter selections in Ticket Reports to include all subtypes.
Updates locale information to ICU4J version 4.8.1.1.
Updates Tomcat to version 7.2.0.23.
Updates Windows Java Virtual Machine to 1.6.0.26 (32-bit) and 1.6.0.25 (64-bit).
Fixes various rendering issues in certain browsers.
Fixes Tech Note editor to update custom field selections when the Status is changed.
Changes the "Modify Ticket" rule action to skip required field validation (like the other action rules do).
Fixes attachment list in Client interface to update properly when changes are made in the current user session.
Restores the button to create new assets back into the Ticket editor.
Fixes issue that could cause reports with a Repetition category to report double the correct totals.
Fixes issue causing some note e-mail history entries to fail to be recorded.
Restores the option to reveal Tech e-mail address to Clients in Setup > E-Mail > Options.
Fixes Setup > Tickets > Options > E-Mail Delete Confirmation to override the individual Tech's e-mail setting in a ticket.
Fixes issue that could cause duplicate client accounts to be created when authenticating with LDAP.
Fixes NullPointerException that could occur when a Tech Note is editing by someone who didn't create it.
Removes the size limitation on Survey question fields.
Fixes action rule to change Ticket Status to apply appropriate ticket closure actions (set close date, close child tickets, run action rules on closed child tickets).

10.2.0.21 (11/20/11)

2011-11-20T20:55:00.001-08:00

Fixed IE7 rendering issues in ticket list action popup.
Fixes some issues with fields getting reset when adding a note to a new ticket.
Style changes to menu bar.
Fixes issue with reports not showing correct results for certain filter selections.

10.2.0.20 (11/15/11)

2011-11-16T09:28:00.000-08:00

Fixed issue where bulk action note attachments were being hidden from the UI.
Made ticket bulk actions cloneable (currently only in use by action rules). Fixes bug where "Modify Ticket" rule actions would be shared across action rule clones.
Fixed issue where changes to the subject/detail of a ticket could be reverted by a "Modify Ticket" action rule.
Fixed action rule dialog message to be more readable when there are multiple rules run.
Fixed the "attempt to assign value to unknown key: 'singleTicketNoteToSend'" error that could come up when the single-note email options include a tech with SMS configured.
Fixed NPE that could come up if an action rule is set to immediately close certain email tickets when they are created by the daemon.
Fixed error that could sometimes prevent techs from receiving a notification of a new ticket.
Made the single-note message include the "Recipients" section according to the pref in the email settings.
Fixed issue where client-created tickets that trigger an action rule were losing the "ticket is new" flag on the ticket list page, even though the ticket hadn't been touched by a tech yet.
Fixed issue where the "Ran Action Rule such-and-such…" message was being reported in the client interface.
Updated the ticket-merge function to include the subject of the merged ticket.
Added a tech permission for editing Action Rules.
Fixes to Tech Note Editor and Request Type selector interaction. Changes in RT/Tech Group now update recipient options in note editor. Fixes a bug where adding a missing leaf RT after the note editor was open would claim a child RT was missing.
Fixes missing update container JS error when escalating a ticket with tech note editor open.
Updated Java wrapper_template.conf file on Windows to fix a 4GB memory limit on 64 bit Windows.

10.1.9 (11/15/11)

2011-11-16T09:22:00.000-08:00

Fixed: Missing table in Reports and other various Reports issues

Updated: Mac model info for Casper

10.2.0.19 (11/9/11)

2011-11-09T08:46:00.000-08:00

Added: new mobile application reachable at http://yourhost:port/helpdesk/mobile/index.html (this application will eventually be packaged for download at the AppStore -- requires an HTML5 compliant browser)
Added: a few missing localization labels
Fixed: transient foreign key constraint error when adding a Tech Note
Fixed: various Action Rule bugs

10.1.8 (11/6/11)

2011-11-06T10:34:00.000-08:00

Updates Tomcat to 7.0.22.
Updates time zone information.
Fixes IndexOutOfBoundsException that could be thrown when viewing certain reports.

10.2.0.18 (11/6/11)

2011-11-06T10:07:00.000-08:00

Adds new Scheduled E-Mail Delivery option for tickets with recipients greater than the number specified at Setup > E-Mail > Options > Scheduled E-Mail Delivery Threshold (default value is 5). When the scheduled delivery option is triggered, e-mail will *not* be sent before returning the ticket save confirmation, but will send within 1 minute of saving the ticket.
Fixes some JavaScript errors in Asset Info and Job Details.
Updates time zone information.
Adds Action button to ticket list pages, with new option of running a Task from the list page.
Fixes bug in reports that could cause NullPointerExceptions.
Fixes a NullPointerException that could be thrown when using the REST API to access a ticket marked as a Problem.
Changes Action Rules to be run by "System."
Fixes NullPointerException that could be thrown when e-mailing an invoice using the "Send E-Mail" action rule.
Fixes Advanced Options exposure link when initializing a new database.
Adds database indexes to TECH_NOTE.DATE, TECH_NOTE.CREATION_DATE, and HISTORY_ENTRY.TYPE.
Fixes popup window that shows tickets for a report table entry to show the report category filters for the entry even when no report-level filters are selected for the report.
Fixes JavaScript that could cause a frozen screen on iOS after running a Bulk Action.
Improves file attachment selection process in Ticket details page.
Changes default client e-mail style for new installations to the Simple format.
Updates Tomcat to 7.0.22.

10.2.0.17 (10/24/11)

2011-10-24T19:08:00.000-07:00

Fixes issue with searching for strings containing brackets.
Fixes issue where e-mail daemon would sometimes not reply to unrecognized e-mail addresses.
Fixes issue with e-mail history search filters.
Fixes tech note editor to refresh correctly when editing a note on a new ticket.
Adds "Latest Update Trigger" to list of possible action-rule conditions. Adds the ability to detect whether a ticket was updated by means of a cc: e-mail to the Web Help Desk.
Fixes an issue causing certain browsers to hang when entering values in an e-mail address lookup field.
Fixes bug that could cause an IndexOutOfBoundsException when running reports in which the option to show non-zero values only is selected.
Fixes LDAP authentication at login to use the search filter specified in the LDAP Connection details.
Fixes Tech Basics page to toggle showing of password field when LDAP Authentication checkbox is toggled.
WebObjects Monitor deployments can now specify which applications should be restarted when a Web Help Desk update is installed by including RESTART_APPS="Helpdesk, HelpdeskDaemon" in /Library/WebHelpDesk/.monitor_deployment. (In this example, Helpdesk and HelpdeskDaemon are the names of the applications, as configured in Monitor, that should be restarted whenever an update is installed.) If RESTART_APPS is not provided or is empty, all Web Help Desk applications will be restarted. To prevent any apps from restarting, use a dummy value, e.g., RESTART_APPS="none."

10.2.0.16 (10/13/11)

2011-10-13T15:07:00.001-07:00

Fixes SSO variable selection to work when running under Tomcat.
Fixes LDAP connections to not follow referrals when connecting to Active Directory.
Number of permitted authentication attempts are no longer limited by default.
Fixes Save button to work when saving reservations made from the Asset list page (as opposed to reservations made from the Reservations tab).
Fixes issue where if a tech left the note editor open for a new ticket and then clicked Save at the bottom, it would blank out the other ticket details and just save the note.
Fixes bug enabling deleted Client Admin accounts to continue to receive update notification e-mails.
Fixes issue with "Do not overwrite existing values" checkbox in Discovery Connections from working correctly.
Fixes issue in which Client could receive two-emails when canceling a ticket.
Saving a note in the ticket detail page now causes all information in the ticket to be saved as well.
Fixes Casper Discovery Connections to get Installed Software data correctly.
Fixes issue with widgets reporting incorrect totals for "Unassigned" category items.
Fixes status selection in note editor to update the available custom fields.
Disables LDAP connection timeouts when using SSL, due to lack of support for SSL connection timeouts in the Java library.
Fixes a NullPointerException that could occur when canceling a note edit in a new ticket.
Fixes issue causing Exchange e-mails not to be deleted after having been processed by the Web Help Desk.
Adds an auto-completion Client lookup field in the ticket Advanced Search panel.
Improves performance of "Updated By" ticket searches.
Removes length limits on e-mail reg-ex filters.
Fixed issue that could sometimes prevent techs from viewing their own tickets if they did not belong to the tech/location group of the ticket.
Fixes a warning message that could occur when selecting a Request Type in the ticket note editor.
Fixes LDAP sync to not require techs to have a client account with the same username.
Fixes deletion of Queries to work successfully when dashboard widgets are using them.

10.1.7.1 (9/30/11)

2011-09-30T09:30:00.000-07:00

Removes length limits on e-mail regular expression filters.
Fixes issue that could sometimes prevent techs from viewing their own ticket from a bookmarkable URL when they did not belong to the ticket's tech or location group.
Fixes problem in which client e-mail updates were sometimes not updating the ticket status.
Fixes close date to get set for children of closed or canceled merged tickets.
Fixes issue in which tickets sometimes were not assigned a priority.
Fixes Save button to work for reservations made from the Asset list page (as opposed to reservations made from the Reservations tab).
Fixes Casper discovery connections to retrieve correct Installed Software data.

10.2.0.15 (9/19/11)

2011-09-20T02:35:00.000-07:00

Major new features in release 10.2:

Dashboard with Ticket Chart and Ticket Activity widgets. Dashboard widgets can be filtered by a Saved Query created at Tickets > Search Tickets > Advanced Search. By default, only the most recent 4 weeks of Tickets are included in Dashboard data. This can be changed at Setup > General > Options > Max Weeks of Data in Dashboard. Because dashboard reports can be expensive to generate in terms of memory and CPU, we recommend keeping this filter as limited as possible.
REST API. See documentation at http://downloads.webhelpdesk.com/api/.
Simplified URLS for requesting ticket lists and details.
LDAP synchronization at login: LDAP clients are now synced automatically whenever they log in or submit a ticket by e-mail, and synchronization of all clients at once is no longer necessary. In addition, Web Help Desk client accounts are created automatically for authenticated users that cannot be found in the Web Help Desk database.
Automatic account creation for authenticated users: authenticated usernames can now be passed to the Web Help Desk via an HTTP header or form value as well as a Tomcat security realm. (See Setup > General > Authentication.) If an authenticated username is not found within the Web Help Desk client database, a new account is created automatically and the authenticated user is prompted to provide any required fields (last name, e-mail, required custom fields). If the user can be located in an LDAP Connection, the account will be updated with values from the user's LDAP account.
Action Rules. Actions on tickets can be triggered automatically based on various ticket criteria. (See Setup > Processes > Action Rules.)

Version 10.2 also includes numerous additional features, bug fixes, and optimizations.

10.1.7 (9/7/11)

2011-09-07T04:16:00.000-07:00

Fixes tech option to receive e-mail notifications to work when techs are assigned new tickets as well as existing tickets.
Fixes tickets that have no request detail to no longer show "null."
Fixes problem that could cause inaccurate results when doing an "updated by" ticket search on an Oracle database.
Fixes gmail.com e-mail accounts to not time out when Gmail IMAP or POP servers unexpectedly terminate the connection.
Fixes request detail strings to omit the colon between subject and detail if the detail is null.
Fixes WebObjects Monitor installations on Mac OS X to remove the LaunchDaemons used by the standard Tomcat configuration.

10.1.6 (8/25/11)

2011-08-25T22:45:00.000-07:00

Fixed currency for Slovakia to use the Euro.
Fixed bug in automatic HTTP to HTTPS redirect when whd.conf contains both DEFAULT_PORT and HTTPS_PORT settings.
Links to YouTube videos in tech notes, FAQs, etc. now render as embedded video players.
Updated Tomcat to version 7.0.20.

10.1.5 (8/17/11)

2011-08-17T02:39:00.000-07:00

Fixes issue that could cause endless looping of tasks.
Adds HTML escaping of special characters in ticket history entries in order to prevent XSS attacks.
Adds "select all" and "cancel" buttons to the rejected-e-mail template builder.
Improves ticket history to show the full list of e-mail recipients in the icon hover popup (instead of showing "and x more").
Fixes approvals to check that the ticket has not been deleted.
Fixes problem in Cc: and Bcc: lookup fields causing them to match too many WHD users.
Fixes tickets to clear the client IP address when the client is changed, and to update the IP address whenever the client updates the ticket through the web interface.
Fixes e-mail input fields to support apostrophes in the e-mail address.
Mac OS X installations now use LaunchDaemons instead of StartupItems.
When installing on Mac OS X Lion, the installer now prompts for permission to install Java if no Java installation can be found.

10.1.4 (8/4/11)

2011-08-04T15:09:00.000-07:00

Fixes push notifications for WHD Mobile.
Updates Tomcat to version 7.0.19.
Fixes bug preventing multiple checkboxes from being selected in e-mail history search when running under Tomcat.
Adds support for more date formats in data importers.
Fixes negative currency values to work when locale has the currency symbol in front of the number (e.g., U.S. dollar format).
Fixes custom fields to not lose selected values when those values are removed from the available options for the custom field.
Fixes problem where toggling the "Enabled" checkbox next to a time-period custom field in a Bulk Action would blank out other fields in the Bulk Action if running under Tomcat.
Fixes problem where new tickets created by a Quick Ticket would be assigned the wrong status type if there were validation problems.
Fixes problem causing Ajax client lookups to fail when using Oracle for the Web Help Desk database.
Items selected in ticket list views for a merge or Bulk Action are now deselected when the merge or Bulk Action is run.
Fixes Absolute Manage Discovery Connections to support dates in Absolute Manage custom fields. If a date cannot be parsed, a warning is logged rather than canceling the sync.

10.1.3.7 (6/30/11)

2011-06-30T01:15:00.000-07:00

Selecting a different column set in ticket report ticket list now refreshes the list to reflect the change.
Added support for custom labels for Tasks and Vendors.
Fixes issue where approval processes could be become Approved prematurely. Fixes approvals to refresh when loaded in order to avoid sync issues with other application instances.
Fixed note editor to not set 1st Response Date if a hidden note is added to a ticket.
Fixed error that was thrown when doing a ticket search with the "cost" property.
Added link back to the web application in single note client e-mail messages.
Fixed e-mail footer to support line breaks.
Fixes broken image link for Bookmarkable URLs for FAQs.
Assets can now be marked reservable in the Asset importer.

10.1.3.6 (6/9/11)

2011-06-09T10:23:00.000-07:00

Fixes column set selection to be retained after log out.
Adds a "Convert to Free" button on the license expiration page to fix demo installations that don't automatically switch to free mode.
Improves ticket locking code to avoid false positive locks.

10.1.3.5 (6/3/11)

2011-06-03T18:15:00.000-07:00

Fixes problem in mobile app where a previously viewed ticket's request type appears in ticket details.
Fixes foreign key constraint from PART_CUSTOM_FIELD to point to PART instead of JOB_TICKET. In some cases (when there is no JOB_TICKET.JOB_TICKET_ID that matches the existing PART_CUSTOM_FIELD.ENTITY_ID), it may be necessary to manually remove the old constraint.
Fixes 500 error that was thrown when changing the time of day of a Task's interval.
Adds support for customization of "Quote" label.
Fixes problem that could occur when converting a demo license into a free license.
Fixes problem with survey question ordering that could occur when adding a new question.
Fixes scheduled restart LaunchDaemon script for Mac OS X. Replace the existing com.macsdesign.RestartWebHelpDesk.plist per these instructions, then do:

sudo launchctl unload /Library/LaunchDaemons/com.macsdesign.RestartWebHelpDesk.plist

sudo launchctl load /Library/LaunchDaemons/com.macsdesign.RestartWebHelpDesk.plist

10.1.3.4 (5/19/11)

2011-05-19T16:06:00.000-07:00

Fixes link in e-mail message for setting status to "Closed" to be hidden when specified by the recipient's Tech Permission.
Improves compatibility with servers that do not implement the IMAP specification correctly.
Fixes various rendering issues under certain browsers.
Fixes problem preventing single-tech Pro licenses from creating more than one session. (Single-tech free licenses are still limited to one active session.)
Fixes various labels to support customization/localization.
Fixes NullPointerException that could be thrown when attempting to download an Excel file from the Assets page.
Fixes issue with saving changes to certain Task schedules.
Fixes various popup rendering issues in Query editor.
Adds support for "mail.from.override" and "mail.from.override.personal" properties in the Advanced E-Mail Properties setting of Incoming Mail Accounts.

10.1.3.3 (4/18/11)

2011-04-18T00:13:00.000-07:00

Fixed "Clear" button on Client History view to restore default full ticket list view when clearing search criteria.
Fixed Javascript alert at Setup > Parts & Billing > Rates & Terms > Tax Rates on the "Update Tickets" button that disabled the button.
Fixed sort order of request types in the My/Group/Recent "Show Filter" option.
Fixed auto-assignment bug triggered when no techs in a given level were eligible for an assignment.
Changed the Client Help Request form to disable the Subject, Detail and Save button until a leaf child request type has been selected. This protects the client from wiping their text when they fill in the request details before selecting a request type.

10.1.3.2 (4/2/11)

2011-04-02T02:42:00.000-07:00

Fixed regression bug determining which Techs are eligible for auto-assignment.
Fixed CSS in list views to avoid unnecessary horizontal scroll bar.
Added option to delete tickets on merge or set a status (Setup > Tickets > Status Types > Options > When Merged).

10.1.3.1 (3/31/11)

2011-03-31T11:19:00.000-07:00

Fixed custom field search in ticket advanced search.
Fixed JS error when attempting to set a time in the Task editor.
Minor UI enhancements for ticket list view.

10.1.3 (3/30/11)

2011-03-30T11:58:00.000-07:00

Added "New Account" button to mobile login (when Clients are allowed to create new accounts).
Changes e-mail daemon to detect EML attachments with no name and append ".eml" to the generated filename.
Fixes Setup menu to work with Internet Explorer 9.
Adds a "Compatibility Mode" option to IMAP incoming-mail accounts to get around mail servers that do not correctly implement some parts of the IMAP protocol. When enabled, the full email will be downloaded from the server at once, rather than having the daemon access specific parts of the message individually, as is typical for the IMAP protocol.
Adds an "E-Mail Notification" tab in Setup -> Email -> Incoming Mail Accounts. Allows user to be notified if there are errors in processing incoming mail account.
Adds option in Incoming Mail Accounts for an e-mail to be sent when daemon fails to connect to the incoming mail account.
Improves Query performance.

10.1.2.1 (3/11/11)

2011-03-11T12:17:00.001-08:00

Fixed issue that can cause the daemon to falsely detect inactivity if the notifications daemon hangs while attempting to establish a connection to the feedback service.
Fixed asset notes to not be visible to clients via the asset info icon on the help request page.
Attachments with .eml and .msg extensions now provide the appropriate content-type header when downloaded.
Fixed inconsistency where e-mail updates from a Cc: tech would not trigger an e-mail back to the Cc: tech according to the settings in the Recipients section of the ticket (like it does for updates from a Cc: client).

10.1.2 (3/4/11)

2011-03-03T23:35:00.000-08:00

Fixes problem with filtering of priorities in the client Help Request page, where priorities were being filtered according to a selection previously (but no longer) associated with a location.
Fixes problems in Tomcat (standard) deployments where the Refresh and Column Set popup menus were resetting each other.
Fixes e-mail histories to be deleted when an e-mail account is deleted.

10.1.1 (3/3/11)

2011-03-03T08:23:00.000-08:00

Fixed issue with FAQ Edit tech permission causing it to revert to being checked.
Ticket merge utility now removes the billing time from notes that are merged into another ticket, to prevent double billing. A history entry recording the fact is now added to the ticket from which the minutes were removed.
Fixed a null pointer exception that can occur in rare conditions when a tech's active session record cannot be found in the database.
Fixed a JavaScript warning in the Report Schedule history tab.
Fixed Recent Tickets and Search Tickets pages to refresh automatically when the column set is changed.
Changed Detailed Information field in the Request Type editor to allow JavaScript.
Fixed an issue that could occur when using FireFox with a Tomcat deployment, where clicking a ticket number in the My Tickets list would fail to open the ticket editor.
Moved some preferences from the Invoicing setup tab into Parts & Billing > Options.
Fixed the Parts Custom Fields to be hidden if billing is disabled.
Fixed to the Time Block tab to be hidden when time blocks are enabled and billing is later disabled.
E-Mail History is now recorded for all attempts to connect to the e-mail ticketing inbox. (See Setup > General > Email > Incoming Mail Accounts.)
Added 64-bit Debian installer. Fixed Debian installers to not require removal of the current package before updating. However, when updating from 10.1.0 or earlier for the first time, you will need to install the package twice, using the same package install command. (See the instructions on the downloads page.)

10.1.0 (2/24/11)

2011-02-24T00:01:00.000-08:00

For all changes and fixes since the last 9.2.3.9 stable release, please see the beta release notes here: http://updates.webhelpdesk.com/search/label/Beta.
Note: This update will apply an index to the HISTORY_ENTRY.ENTRY_DATE field. If you have a large database with many history entries, the update may appear to stall on the "Applying index and constraint updates..." message in the DB update panel while that index is applied. Please be patient and the update will complete -- the amount of time it takes to apply the index will vary depending on your database size and type.
Thanks for your patience waiting for this stable release, and enjoy!

10.0.22 (2/23/11 - no public release)

2011-02-23T23:01:00.000-08:00

Fixed problem adding a Ticket Cc: recipient from an extra To: recipient on a new e-mail ticket.
Fixed ticket merge to correctly update the total ticket time and cost in the parent ticket.
Fixed problem where email history entries were showing multiple times in the list if there was more than one message processed/rejected for the entry.
Fixed new password e-mail to not send if the client has "Block WHD E-Mail to Client" set in profile.
Fixed DB index on history entry date to speed up Recent Tickets view.
Fixed history entry on merged tickets to correctly show who ran the merge.
Fixed report issue where report month labels were sometimes not in sync with the selected date range for the report.
Fixed display in Report Filter to indicate if a Location has been marked inactive.
Changed behavior of Tech Note editor "Show in Linked Problem/Incident" checkbox to re-use the setting of the previous note created in the ticket.

10.0.21 (2/22/11)

2011-02-22T09:28:00.000-08:00

Added filtering options at Setup > E-Mail > Incoming Mail Accounts > [edit detail] > E-Mail History.
Fixed "select all" checkbox in ticket list to add the selected tickets to the merge tickets panel.
Fixed Request Detail column in ticket list to show a value if the ticket only has a subject.
Fixed "Show in Linked Problem/Show in Linked Incidents" checkboxes to be visible in tech note editor when parts and billing is disabled (and in Lite mode).
Fixed regression bug where Messages targeted to clients weren't showing in the client interface.
Fixed client secondary e-mail address field to accept multiple e-mail addresses.
Fixed missing busy indicator on some search panels.
Changed e-mail receiving behavior so that additional "To:" addresses on e-mail sent to the WHD are added as Client Cc: addresses on the ticket.

10.0.20 (2/17/11)

2011-02-17T02:21:00.000-08:00

Updated Tomcat to version 7.0.8 -- Java 6 is now required.
Mac OS X 10.5 or later is now required. If you're running 10.5 see this FAQ to make sure you've configured Java 6 on your machine.
Updated included Java to 1.6.0_22 for Windows and 1.6.0_24 for Linux installers.
Added 64 bit Windows installer option.
Added regex testing components for the email filters.
Added new e-mail log, ability to view the log of incoming emails processed and rejected by the incoming email account.
Added time since created text to notes.
Added new Column Set sheet editor with drag and drop column reordering.
Added Creator display to client ticket detail view.
Added client custom fields to mobile application Client detail view.
Added option to exclude individual ticket and client custom fields from e-mail messages.
Fixed problem where push notifications were being sent out on an escalation prior to the ticket being saved.
Fixed various localization issues.
Updated Oracle 11g Release 2 JDBC driver (11.2.0.2.0) -- fixes problem in prev driver (11g rel 1, 11.1.0.7.0) which caused connections to be severed after time.
Changed RSS feeds to use atom_1.0 and rss_2.0 by default, and allowed for additional options as supported by Rome project: rss_0.9, rss_0.91, rss_0.92, rss_0.93, rss_0.94, rss_1.0, rss_2.0, atom_0.3, or atom_1.0.
Fixed contract expiration date in asset list to only display if the service contract option is enabled for the asset.
Fixed issue where phantom LDAP connections were created after a sync.
Adjusted "Latest Notes" sort order to match the global option for chronological or reverse chronological ordering.
Fixed problem where Asset and Client "Query" dropdowns (those outside of the query builder) were not being updated with newly-saved queries.
Fixed JS apostrophe escaping to the mobile app's bulk-action JS confirm.
Fixed problem where the cloned tech notes from merged tickets were sometimes having the wrong tech assigned to them (it was assigning the tech on the ticket, rather than the tech on the cloned note).
Fixed hyperlink to edit report to reflect Tech permission.
Updated Exchange Web Service library to fix a nullPointer triggered by certain messages and reduce the extraneous log messages generated.
Adjusted the customized Tech email signature feature. Removed the check box, and now it is populated by default with tags.
Fixed various JS problems that were triggering IE script debugger.
Fixed a conflict between Exchange Web Service and Apple Push Notifications.
Fixed file uploader in PO editor.
Reduced max items per list view page to 100.
Fixed Tomcat configuration to not accept weak ciphers.

10.0.19 (1/29/11)

2011-01-29T06:38:00.000-08:00

Adds new enhanced user-interface features for modern standards-compliant browsers: full-row highlighting in ticket lists; ajax hover popups to view full request and note details, client contact info, and attachments; new quick-note editor for adding ticket notes and sending e-mail directly from list view (click the "+" icon that appears when hovering over the Latest Ticket Notes column). Enhanced UI mode performs poorly in IE 7/8. It can be disabled in the account preferences for each Tech.
Adds option to select colors for Priority and Status types.
Adds option to disable tech session timeouts for open windows. (Setup > General > Authentication > Disable Tech Session Timeouts for Open Windows)
Adds ability to merge tickets together.
Adds ability to make notes from problem tickets appear in related incident tickets.
Adds ability to specify time of day for asset reservations.
Adds option to share parent ticket notes with child tickets, and vice-versa.
Fixes client interface to not show tickets for departments that have been disabled, nor to show the administrative options to Client Admins of disabled departments.
Fixes problem where ticket importer would not allow more than 80 characters for the total request type list, rather than 80 characters for each request type.
Fixes a problem where new attachments added by e-mail were not included in the next e-mail when the "Embed New Attachments" preference is selected.
Fixes Request criteria in ticket advanced search to match against both the request detail and the subject of the tickets.
Restricts max Items per Page to 250 items to prevent server/database overload.
Progress bars now use Ajax instead of browser refreshes.
Various other performance and stability improvements.

10.0.18.7 (12/3/10)

2010-12-03T15:38:00.000-08:00

Updates JavaMail library to version 1.4.3.
Adds "Advanced E-Mail Properties" setting to e-mail accounts to enable configuration of JavaMail session parameters. For more information, see the help popup for this setting.
Fixes calendar to use browser locale rather than business zone locale when displaying labels.

10.0.18.6 (12/3/10)

2010-12-03T01:56:00.000-08:00

Fixes issue preventing Unicode from rendering correctly in PDFs generated from Windows installations.
Fixes rendering issue of Save buttons when using Chrome 8.
Fixes client reminders to not be sent if a ticket is set as private.
Adds support for embedded FrontBase backups when using FrontBase 5 on Mac OS X as configured through the instructions in FAQ 106.
Resolves errors caused by the incorrect implementation of the IMAP protocol by Exchange 2007 and various other mail servers that were thrown when retrieving signed messages or messages containing attachments.
Fixes problem where certain complex ticket queries could result in SQL queries that exceed the SQL Server maximum parameter count.
Fixes an issue causing double client reminder e-mails to be sent when a ticket is changed from a status in which reminders are disabled to a status in which they are enabled.

10.0.18.5 (11/29/10)

2010-11-28T23:31:00.000-08:00

Fixes problem introduced in version 10.0.18.3 that prevented scheduled tasks from executing.
Updates FrontBase JDBC driver to version 2.5.8.
Improves Edit Query selectors in advanced-search pages to refresh the search criteria without reloading the page.

10.0.18.4 (11/25/10)

2010-11-25T03:29:00.000-08:00

Adds wider list of devices considered iPhone compatible. Should now include all Webkit-based mobile browsers, including Android and WebOS.
Adds Unicode support to Invoice PDFs.
Adds the ability to set a start date for report schedules.
Adds additional logging statements for troubleshooting Exchange connection problems.
Fixes pie charts generated by ticket reports with a repetition category to use a consistent color scheme.
Fixes errors that could occur in certain conditions when performing an "Updated By" ticket search. Improves performance of "Updated By" searches.
Removes the "target=_" attribute from e-mail attachment links, which could cause problems in some mail clients.
Fixes an error that could occur when deleting a Company.
Fixes an exception that could occur when saving and sending e-mail for a ticket and using a SQL Server database.
Fixes a problem in data importers that could result in an ArrayIndexOutOfBounds exception when a data error is encountered during the import and "Abort on First Error" is not selected.
Fixes NullPointerException that could be thrown when a Cc:'d Web Help Desk user has a secondary e-mail address but not a primary.
Fixes problems causing scheduled reports to be sent in doubles or at incorrect times.

10.0.18.3 (11/17/10)

2010-11-17T03:09:00.000-08:00

Fixes issue that prevented authentication from Web Help Desk Mobile with tech accounts that are synchronized with LDAP.

10.0.18.2 (11/11/10)

2010-11-11T08:53:00.000-08:00

Fixes a problem in version 10.0.18.1 that could cause database update failures when updating from a version prior to 9.2.3.9.
Fixes problem where asset reservations that were checked out could no longer be deleted, even after they were checked back in.

10.0.18.1 (11/10/10)

2010-11-10T13:45:00.000-08:00

Adds ability to specify a custom footer for e-mail.
Fixed to remove floating list header when running on mobile Safari.
Fixes an issue with LDAP client synchronization that caused all clients to be associated with the same company. Also fixes new companies created through an LDAP sync to be connected to the clients' locations.

10.0.18 (11/9/10)

2010-11-09T03:26:00.000-08:00

Fixes issue that could cause WHD Mobile iPhone application to fail to authenticate with certain passwords. (An update to WHD Mobile will be available in the iTunes store shortly.)
Adds Company attribute to LDAP Connections.
Adds Company Manager column to Company importer.
Adds Company column to Client importer.
Fixes NullPointerException that could occur when a completed-survey e-mail was sent to a client after taking a survey via the web UI.
Column headers in ticket list view now remain in view when scrolling down. (Does not yet work with Internet Explorer.)
Fixes NullPointerException that could occur when saving an Outgoing Mail Account.
Fixes NullPointerException that could occur in the daemon under certain conditions when clients are not allowed to create e-mail tickets.
Fixes problem where support key expiration for demo licenses was sometimes set incorrectly.
Adds Client custom fields to the Client Info section of Tech e-mail.
Adds option to show ticket histories in Ticket list PDFs. ("PDF Show History" option in Column Set editor.)
Adds ability to specify work days in Business Zone editor.
Fixes issue where Excel/TSV exports were formatting BBCode tags, resulting in formatting loss when importing the export files.

10.0.17.1 (10/28/10)

2010-10-28T12:55:00.000-07:00

Fixes formatting issues in Excel/TSV exports for certain types of custom fields.
Fixes problem where user would sometimes be required to log in twice after a password reset.
Group tickets list now includes all tickets assigned to the user, regardless of the group assigned to the ticket. Also includes all tickets assigned to the user's tech group levels regardless of location/department assignments.
Fixes an issue in which ticket locks weren't released under certain conditions.
Adds an option to set the ticket status when sending a single note e-mail.
Adds improved detection and handling of insufficient encryption privileges. (As of version 10.0.17, unlimited-strength cryptography is required in order to support Apple Push Notifications and the new license key format.)
Fixes the "Count Time" selection to not be ignored when creating new Status Types. (Previously, a re-save with the desired selection was required after saving a new status type.)
Fixes a problem causing the Location default Priority to not be applied until after a Location Request Type is selected.
Adds logging info to help troubleshoot issues in which an e-mail's message body cannot be retrieved.
Fixes a NullPointerException that could occur when removing a Client Admin from a Location or Department.
Fixes invoices to use localized labels for "Labor" and "Travel."
Includes internal structural changes required by updates to various 3rd-party libraries.
Fixes problem in monthly scheduled reports that could cause the report to be sent repeatedly if day of week scheduling is selected (rather than a specific day of the month).

10.0.17 (10/19/10)

2010-10-19T23:57:00.000-07:00

Added support for new optional "Company" entity that can contain one or more Locations. Techs can be assigned to Locations via Company. Company is available to Client, Asset (via asset Location) and Reporting.
Added support for ignoring Location/Department at the Tech Group Level -- this allows techs in the level to be auto-assigned to tickets, view the level tickets in Group Tickets view and receive e-mail notification regardless of Location/Department group membership.
Added display of Location Service Time to profile view for admin contacts of locations with service time blocks.
Added support for Ticket Type in column set and TSV.
Added support for "Public" message type that is only viewable from the login page. These messages are separate from the existing "Client" messages which are now only viewable after login.
Added new "Messages" view in Client interface.
Added error messages for system clock errors and invalid database connection settings.
Added history entries for client change and creator change (if client).
Added support for request type as item in e-mail subject (var8).
Added service contract expiration option to Advanced Asset Search Date field.
Changed license key format -- a valid support key is now required to access http://support.webhelpdesk.com. This will be enabled on 10/22/10.
Changed the client CC email to make the ticket number a link to the ticket if the client is allowed to edit the ticket (is a client admin for the ticket with edit permissions).
Changed the STATUS_TYPE_CUSTOM_FIELD_DEF column name to STATUS_TYPE_CUST_FIELD_DEF because the name was too long for Oracle. If you had defined any specific Additional Activated Custom Fields at Setup > Status Types > [edit status type], you must re-link your custom field selections to the status type(s).
Fixed problem with password reset where it required two attempts for the new password to work.
Fixed ticket lock caching issue so techs no longer have to log out/in for ticket lock indicators to be refreshed.
Fixed potential NPE that could come up in tickets if/when an outgoing email account is deleted.
Fixed issue where the attachment paperclip icon was missing from the notes in emails.
Fixed problem where the Room wasn't being correctly applied from a quick ticket.
Fixed NPE that could occur when attempting to save a Quick Ticket that doesn't not have a Request Type specified.
Fixed javascript error triggered by changing ticket request type after editing a Tech Note.
Fixed editing ability from System generated messages from Tech message editor.
Fixed display of billing rate popup if parts and billing is disabled.
Fixed problem where the ticket approval method (email/web) was doing the opposite of the UI settings in the client interface.
Fixed problem where the custom field date selector wouldn't work for new tickets in the tech interface.
Fixed data model bug affecting PostgreSQL.
Fixed logout problem that occurred when an img tag was included in a ticket description or note.
Fixed NPE that could come up when sorting Date custom fields. Also fixed other problems when sorting the other, non-text custom fields.

10.0.16.1 (9/20/10)

2010-09-20T04:25:00.001-07:00

Fixed: Minor changes to daemon to improve memory use.

10.0.16 (9/17/10)

2010-09-16T23:46:00.000-07:00

Added: More info to status messages in asset sync progress.
Added: New Exchange Connector jar which should fix a bug when retrieving messages with a particular format.
Added: Ticket due date now takes the "count time" attribute of status types into account. Status types with "count time" deselected will extend the default due date by the amount of time (business hours only) that a ticket spends in that status.
Added: Ability to show specific custom fields based on a ticket's current status type ("Additional Activated Custom Fields" in Status Type detail editor).
Added: Option to block email to clients to the client bulk action editor and fixed some incomplete localization in the bulk action editor.
Added: MAXIMUM_PERM_MEMORY option to the whd.conf.orig file. Existing installations will need to copy this setting to the whd.conf file if you don't want to use the default 128 value.
Modified: Daemons now run as background processes of the main Helpdesk application in separate threads to avoid scheduling conflicts. If running a WebObjects or multi-instance Tomcat deployment, please refer to FAQ 103 for more info.
Fixed: Problem in PDF generator that would occur when a custom field had a double-space.
Fixed: Ajax user-lookup component to enforce the maxlength setting of the underlying text field (to work around the problem where it would only show the last email when a user surpassed the 255-character limit).
Fixed: Dialog messages to appear in importers, database settings, and date & time settings.
Fixed: NumberFormatException that would come up in the ticket detail "problems" search tab when a number+space is entered into the search field.
Fixed: Problem where the "Visible to Client" checkbox on the tech note editor would cause custom fields to be blanked out when running under Tomcat.
Fixed: Case where the ticket lock was not being removed when refreshing a page by clicking on the My/Group/Search/Recent Tickets tabs when the ticket was opened from that same tab.
Fixed: Problem where the billing rate of the initial tech note could sometimes change from the value it was initially set to.
Fixed: Problem where the user would sometimes get an "Invalid username/password" message when FIRST hitting the login page (if auto-login was enabled).
Modified: Client Admin history view shows full client name instead of just the last name.
Fixed: Problem where not all incoming-mail accounts were filtered by the daemon (only the default account and, if "allow ticket replies" is disabled, the outgoing account address).
Fixed: Client Detail > Ticket History to hide tickets from techs without department permissions.

10.0.15 (9/1/10)

2010-09-01T09:50:00.000-07:00

Fixed: Problem where the ticket Subject and Detail were not being hidden according to the Request Type settings for new tickets and the quick-ticket editor.
Fixed: Problem where not all clients linked to an asset would show up after running an advanced asset query for a single assigned client.
Fixed: EOObjectNotAvailableException that would periodically come up when removing ticket locks or clearing sessions.
Fixed: Formatting of number/date/currency custom fields in exported TSV files.
Fixed: Problem with collapsed note list in the client interface - it was always showing the top few notes, whether they were the oldest or newest.
Fixed: Problem that can cause custom field values to disappear when editing a ticket note.
Fixed: Casper sync problem when Casper had a large number of saved reports.
Added: Setup > Clients > Client Options > Resolution Confirmation Method (E-Mail or Web Interface).

10.0.14.2 (8/24/10)

2010-08-24T00:54:00.000-07:00

Fixed: Bug preventing Windows installations from starting up when configured for HTTPS.
Added: Casper Discovery Connections now work with Casper 7.3.
Added: Tomcat version has been updated to 6.0.29.
Added: To facilitate PKCS12 keystores, whd.conf now supports the KEYSTORE_TYPE directive, which can be JKS (default) or PKCS12, and an optional KEYSTORE_FILE.

10.0.14 (8/18/10)

2010-08-18T05:28:00.000-07:00

Fixed: Issue with WebObjects Monitor that could prevent instances from stopping.
Fixed: Bug that could cause ticket update e-mails to use the default ticket subject instead of status-specific subjects.
Fixed: Bug that could cause OutOfMemory errors when performing asset reservation searches with no search parameters.
Fixed: Bug preventing custom field values from appearing in asset list in ticket details.
Fixed: Custom field string values that contain unicode characters are now cropped as needed in order to avoid errors when saving to the database.
Fixed: SQL exception thrown when syncing Absolute Manage (LANrev) asset discovery connections that include an attribute mapping to the OS Version field. OS Version now reformats Mac OS X version numbers into decimal format from the binary representation stored in the database.

10.0.13 (8/9/10)

2010-08-09T00:25:00.000-07:00

Added: Ability to specify a mailbox folder to check (if other than "inbox") in the Incoming Mail Accounts settings.
Fixed: Client business zone now defaults to the zone specified by the client's Location, if defined--otherwise, defaults to the system default business zone.
Fixed: Improved efficiency when checking new e-mail count on Exchange servers.
Fixed: Asset editor now resets the warranty/contract/lease expiration alerts ONLY if these dates are changed to a time in the future (rather than on any asset modification).
Fixed: Asset parent/child editor now sorts the model list.
Fixed: Log files generated by standard deployment can now grow up to 15MB before rolling over, and the application retains the last 5 rollovers.
Fixed: Simple e-mail format no longer includes the logo if the No Images format is selected.
Fixed: NullPointerException that could be raised for certain client admins during log in.
Fixed: Application no longer logs error messages when cookies contain syntax violations. (Otherwise, it would flood log files with error messages if the same domain served other applications that created invalid cookies.)

10.0.12 (7/28/10)

2010-07-28T04:42:00.000-07:00

Added: A session heartbeat is now sent to the server in 30-second intervals so that the server can detect when a browser window has closed. Locks held by orphaned sessions are now closed automatically. Sessions are considered orphaned if no heartbeat has been received in the past two minutes.
Added: Option in Setup > Tickets > Options to set whether to allow, warn, or block editing of tickets that are already being edited in other sessions. If allowed, no warning message will be presented when clicking on tickets that are currently being edited in other sessions.
Fixed: Tickets currently being edited in other sessions now are marked with a pencil icon rather than a "forbidden" icon, to reflect the fact that editing these tickets isn't necessarily forbidden.
Added: Task and Approval Process can now be used in advanced ticket search.
Fixed: Messages that trigger a null pointer exception in the JEC library used to parse Exchange e-mail are now skipped over, in order to prevent the help desk from stopping to get new tickets when such messages are encountered.
Fixed: Bug that could cause the session to be terminated when downloading attachments.
Added: Startup JVM argument "-DWHDSessionCookies=true" to specify that session IDs should be stored in cookies and hidden from the URL. In future versions, this setting will be enabled by default.
Added: When session cookies are enabled, it is no longer necessary to re-authenticate when clicking on referenceable URLs to tickets, FAQs, downloads, etc., as long as the session hasn't expired.

10.0.11 (7/27/10)

2010-07-27T03:44:00.000-07:00

Fixed: Null pointer exception that could occur when authenticating e-mail.
Fixed: Flickering effect that could appear when rendering ticket details page when it includes a warning about the ticket being edited by another session.
Fixed: Bug preventing encrypted custom fields from being decrypted in the web interface.

10.0.10 (7/24/10)

2010-07-24T12:29:00.000-07:00

Fixed: Ticket custom field request type popup window scrollbars when list is long.
Fixed: E-Mail Daemon parses for the word "Ticket" based on all supported languages for e-mail updates.
Fixed: Mail templates now use localized subjects.
Fixed: Direct login action.
Fixed: Asset discovery sync works with date type custom fields
Fixed: Exception on Ticket Advanced Search when there was a popup/radio/checkbox type custom field with no options provided.
Fixed: Trims any whitespace added to beginning/end of e-mail address on new account creation.
Fixed: String encoding issue in the multi-select box on the advanced search filter.
Fixed: E-Mail daemon will check for default resolved-ticket template text before adding a note to the ticket.
Fixed: Issue where the mail template was putting "null" in the recipients section for the name of non-user CC recipients.
Fixed: Problem where attachments were being excluded from e-mails where the "Ticket Info" section was hidden.
Fixed: Problem where the reservation calendar hover popup (for displaying which assets are part of the reservation) wasn't working when running under Tomcat.
Fixed: Problem where it was not possible to reserve more than one asset at a time from the client interface when running under Tomcat.
Fixed: Push alerts to the iPhone application now correctly open the alerted ticket instead of just going to the list view when selected.
Fixed: Improved dialog message handling throughout the application.
Added: Option to force clients to validate their email addresses via a link in an email sent to them before being permitted to submit tickets.
Added: Pref to client accounts to block email from the helpdesk.
Added: Task Run element to tasks. The Task Run links all the tickets together for a given run, and allows you to easily switch between ticket details for a given task run.
Added: Task History view to task detail editor.
Added: Child incidents now have all parent tech notes included in the tech's note list display, and clients will see all visible parent tech notes in their ticket detail/e-mail note list. When a parent ticket has a visible note added, all child tickets have their updated date refreshed as well as a tech note "blue dot" added in the Client History list view.
Added: Display of ticket custom fields to approval ticket list. Changed behavior to a single "Show/Hide Details" button that shows/hides scheduled date, notes and custom fields.
Added: Labels for input elements and alt tags for images throughout the app.
Added: Text column of custom fields now indexable (added a second "short string" column). This should speed up custom field searching quite a bit.
Added: Dialog to warn if a ticket is currently being edited by another Tech. Because two techs editing the same ticket simultaneously can lead to inconsistent data being saved, this dialog provides ample warning about multi-user editing while still allowing a Tech to view the ticket if necessary.
Added: HTTP interface now supports phone and phone2 attributes when creating a new client record.
Added: "Request Detail" box in the client interface resizable in IE & Firefox.

10.0.9 (6/19/10)

2010-06-26T09:44:00.001-07:00

Fixed: Broken Refresh Tax Rates button in ticket Parts & Billing tab.
Added: Client condition in ticket and asset query builders now supports client custom fields.
Fixed: Issue that could cause excessive opening of database connections supporting WHD Notifier browser extensions or WHD Mobile app.
Added: Ability to search additional properties of an asset in the advanced search page, including custom fields.
Fixed: Refresh bug in mobile interface that could cause note editor to close prematurely.
Fixed: Bug causing certain characters to be be HTML-escaped in plain text e-mail messages.
Fixed: Bug in Billing Report that could cause totals to be slightly off due to rounding errors when calculating taxes.
Added: Request Type editor can now be accessed when creating new custom fields (as opposed to only when editing existing custom fields).
Fixed: Removed space after dollar sign in U.S. currency formatting.

10.0.8 (6/17/10)

2010-06-17T12:01:00.000-07:00

Fixed: Display issue in asset search results.
Added: Ability to link specific priority types to locations.
Added: Preference to Asset Options to limit the assets visible to clients to those that are reservable or specifically assigned to the client.
Fixed: Bug preventing embedded attachments from being included in plain-text e-mail.
Added: Support needed for badge counts in new WHD Notifier extension for Safari 5 and Google Chrome.
Fixed: Applying a bulk action to all items on all pages now works correctly in client search results.
Added: Preference for whether to show asset notes in the client interface (both global default and individual override).
Fixed: NullPointerException thrown in calendar for new reservations.
Fixed: Daemon now ignores the message body of any ticket-approval e-mail if the message matches the template at Setup > E-Mail > Templates > Incoming Mail. (Currently applies only to ticket-approval/denial e-mails.)
Fixed: Removed cache manifest from mobile interface as it caused the mobile app to become unresponsive.
Fixed: Problem that could cause incorrect search results when using the "Updated by" condition in an advanced search.

10.0.7 (6/10/10)

2010-06-10T01:35:00.000-07:00

Fixed: Javascript error in client Help Request page.
Fixed: Asset reservation calendar bug that would cause the incorrect day to be selected when the workstation time zone was different from the WHD server timezone.
Fixed: Performance generating TSV files that contain many custom fields.
Fixed: Synchronization problems between selections in the request type editor for enabled custom fields and the custom field editor for enabled request types.
Fixed: Asset Discovery bug that prevented new assets from being created if missing an asset number, serial number, and MAC address
Added: Preference for client Ticket Approval Method (E-Mail or Web). There is a global option at Setup > Clients > Client Options, as well as a per client override.
Added: "Play" button was returned next to the Query popup on search results list to allow you to re-run the selected query.

10.0.6 (6/5/10)

2010-06-05T04:29:00.000-07:00

NOTE: Version 10.0.6 was re-posted at 2:00am PDT on June 7, 2010.

Fixed: Problem where creating two new tasks in a row would cause the schedule of the first task to revert back to a weekly schedule (the default).
Added: Ability to enter reservation in/out times manually rather than using the calendar.
Fixed: Issue that caused black backgrounds in some older e-mail clients when using the simple e-mail template.
Added: Filter and other improvements to Model editor.
Fixed: Caching issues when assigning permissions to techs.
Added: Setup > E-Mail > Options > E-Mail Attachment Regular-Expression Filter for filtering out signature images, etc.
Fixed: Application now encrypts the client password immediately when new accounts are created via the Client user interface.
Fixed: Increased performance of search pages when attachment count is included in column set.
Added: Multi-selection ("is any of") option to most query building panels.
Added: Ability to search asset history.
Added: Pref for defining the client and tech display name (Setup > Clients > Client Options > Display Name Template).
Added: Ability to search for tickets based on due date.
Fixed: Issue causing Database Table/View Discovery Connections to fail when using Sybase databases.
Added: Database updates now repair missing foreign-key constraints.
Added: tags in e-mail templates are now replaced with an error message if links to the web interface are disabled (Setup > E-Mail > Options > Do Not Include Links to the Web Interface).
Fixed: Assigned assets list now shows only assets that are specifically assigned to the user (not room assets).
Fixed: Tech Department Group Editor has been added back in. (Was accidentally removed in a previous build.)
Added: Option to filter assets in client asset search page to only those that are reservable.
Fixed: Problem where Group Manager and Lead Tech e-mail settings were not being cleared correctly.
Added: Option to display icons for obtaining a referenceable (predictable and durable) URL for tickets and FAQs. FAQ links now specify the FAQ id explicitly rather than an encrypted 'action' parameter.

10.0.5 (5/26/10)

2010-06-04T03:10:00.000-07:00

Fixed: Bug in Discovery Connection mapping that could cause assets to quit being discovered if invalid database connection parameters were saved.
Fixed: Unicode characters in e-mail attachment filenames are now decoded correctly.
Added: Ability to specify applicable request types from the Ticket Custom Field editor.
Added: Ability to search for attachments within tickets. (Either the existence of attachments, or for an attachment with a specific name.)
Added: Ability to edit a client from the CAB window.
Fixed: Problem where client ticket updates sometimes did not trigger an e-mail to the tech according to the tech's personal preferences.
Added: Support for Sybase databases in asset Discovery Connections of type "Database Table/View." (This is experimental and still being tested.)
Added: In list view of mobile interface, notes by techs other than the current user now include the author's name. Note author name in detail view now renders in bold.
Fixed: Problem causing the custom field date selector to not work in the client Help Request page.
Added: Ability to specify a greeting to appear at hte top of an approval request e-mail.
Added: Techs that are in the Client Cc: list now receive a normal ticket-update message when mailing a single note from the note editor.
Added: Part custom fields. (Currently, they only appear in the Part detail panel.)
Fixed: When sending ticket e-mail, WHD now searches up through parent request types looking for an associated incoming/outgoing e-mail account.
Added: Indexing on date column of custom fields (to increase performance of date searches).
Added: Support for additional custom field types for all custom fields.

9.2.3.9 (5/18/10)

2010-05-18T00:20:00.000-07:00

Fixed: Bug in Discovery Connections when using SQL Server for WHD database that can cause a growing number of "[Unspecified Manufacturer]" and "[Unspecified Model]" entries in the database.

NOTE: If you have encountered this issue, you can execute the following SQL to clean up the extra Manufacturer and Model records. (If your database is not named whd, replace whd.dbo with your_database_name.dbo.)

update whd.dbo.ASSET set MODEL_ID = (select MAX(MODEL_ID) from whd.dbo.MODEL where MODEL_NAME = '[Unspecified Model]') where MODEL_ID in (select MODEL_ID from whd.dbo.MODEL where MODEL_NAME = '[Unspecified Model]');

delete from whd.dbo.MODEL where MODEL_ID <> (select MAX(MODEL_ID) from whd.dbo.MODEL) and MODEL_NAME = '[Unspecified Model]';

update whd.dbo.MODEL set MANUFACTURER_ID = (select MAX(MANUFACTURER_ID) from whd.dbo.MANUFACTURER where NAME='[Unspecified Manufacturer]') where MANUFACTURER_ID in (select MANUFACTURER_ID from whd.dbo.MANUFACTURER where NAME = '[Unspecified Manufacturer]');

delete from whd.dbo.MANUFACTURER where MANUFACTURER_ID <> (select MAX(MANUFACTURER_ID) from whd.dbo.MANUFACTURER) and NAME = '[Unspecified Manufacturer]';
Fixed: Escalation e-mail to level techs now respects Location/Department group filtering.
Fixed: Various cosmetic fixes for IE7 compatibility.

10.0.4 (5/18/10)

2010-05-17T23:30:00.000-07:00

Fixed: Bug in Discovery Connections when using SQL Server for WHD database that can cause a growing number of "[Unspecified Manufacturer]" and "[Unspecified Model]" entries in the database.

NOTE: If you have encountered this issue, you can execute the following SQL to clean up the extra Manufacturer and Model records:

update ASSET set MODEL_ID = (select MAX(MODEL_ID) from MODEL where MODEL_NAME = '[Unspecified Model]') where MODEL_ID in (select MODEL_ID from MODEL where MODEL_NAME = '[Unspecified Model]');

delete from model where MODEL_ID <> (select MAX(MODEL_ID) from MODEL) and MODEL_NAME = '[Unspecified Model]';

update MODEL set MANUFACTURER_ID = (select MAX(MANUFACTURER_ID) from MANUFACTURER where NAME='[Unspecified Manufacturer]') where MANUFACTURER_ID in (select MANUFACTURER_ID from MANUFACTURER where NAME = '[Unspecified Manufacturer]');

delete from MANUFACTURER where MANUFACTURER_ID <> (select MAX(MANUFACTURER_ID) from MANUFACTURER) and NAME = '[Unspecified Manufacturer]';
Added: JVM argument 'WHDLdapPasswordCacheDays=<num_days>' to specify the number of days to cache LDAP passwords. (For non-Windows platforms, add this to the JAVA_OPTIONS setting in whd.conf. For Windows platforms, add it to /bin/wrapper/conf/wrapper_template.conf. For Monitor deployments, add it to the Additional Java Arguments setting in the application configuration page.)
Added: Ability client bulk-action option to assign a client to all or specific CAB locations.
Fixed: Various null-pointer exceptions and cosmetic improvements.
Fixed: Escalation e-mail to level techs now respects location/department filtering.

10.0.3 (4/30/10)

2010-04-30T06:23:00.000-07:00

Added: Option to embed new attachments in e-mail messages. (Setup > E-Mail > Options > Embed New Attachments.) If checked and web links are disabled, non-embedded attachments will be omitted from e-mail messages. Additionally, the ticket details panel provides the option to embed all attachments on the ticket.
Added: Ability for techs to override the date in client notes according to the "Note Date Edit" tech permission.

10.0.2 (4/28/10)

2010-04-28T03:58:00.000-07:00

Added: Query builder now supported in Client Advanced Search.
Fixed: Delete button for saved queries is no longer visible for non-admins.
Fixed: All admins can now edit shared queries.
Fixed: Reports now use the browser's locale for localization (rather than the user's business zone locale).
Added: Cc: field of the client interface now provides AJAX lookup functionality (enabled at Setup > Tickets > Options > Allow User Lookup).
Fixed: Exception thrown during asset search.
Fixed: Non-reservable assets can no longer be reserved.
Fixed: Database Table/View Discovery Connection now works with PostgreSQL.
Added: Client preference for whether to allow e-mail updates to any ticket.
Fixed: Reservation Asset View page loads much faster now when there are lots of assets.
Fixed: Japanese Yen currency fields no longer include fractional digits.
Fixed: Single-note e-mails no longer skip techs specified in the client cc: list.
Fixed: Queries including multiple custom fields now filter correctly when one of the custom fields uses the Number data type.
Fixed: Asset numbers now increment correctly when the format includes a space before the numeric part of the asset number.

9.2.3.8 (4/28/10)

2010-04-20T02:48:00.000-07:00

NOTE: There was an error with our original automated build of version 9.2.3.8 which prevented the daemon process (which converts e-mails to tickets, among other things) from starting. Once the issue was identified, 9.2.3.8 was re-posted on 4/30/10 at 4:30pm PST. If you downloaded version 9.2.3.8 prior to this time, you should download the installer again. We apologize for the inconvenience.

Fixed: LDAP Connections are now case sensitive when syncing technicians.
Fixed: Typo in thank-you message sent after an approval vote.
Fixed: Calendar button now works when editing a new (unsaved) task.
Fixed: Removed original_email_content from list of available tags for e-mail templates to which it is not applicable.
Fixed: Japanese Yen currency format no longer includes fractional digits.
Fixed: Edited some confusing help messages.
Added: Added client preference for whether to allow e-mail updates to any ticket.
Fixed: Database Table/View Discovery Connection now works with PostgreSQL databases.
Fixed: Asset numbers now increment correctly when the format includes a space before the numeric part of the asset number.

10.0.1 (4/20/10)

2010-04-20T02:06:00.000-07:00

Fixed: Bug causing an exception in the tech accounts setup page.
Fixed: Asset search within ticket details and asset reservation details now works correctly.
Fixed: Reservation calendar button within reservation details page now works correctly.
Fixed: Calendar button now works correctly for new (unsaved) tasks.
Added: Exchange e-mail connection now attempts NTLM authentication (in case NTLMv1 is available).
Fixed: NullPointerException that could be thrown when mailing a single tech note.
Added: New properties for customizing tech name fields (lbl.techFirstName and lbl.techLastName) so that tech-name labels can be distinguished from client-name labels.

10.0.0 (4/15/10)

2010-04-15T03:29:00.000-07:00

NOTE: The database update for version 10.0 adds new columns to the TICKET_ATTACHMENT table that can take several minutes to process, depending on the number and size of attachments in your database. During this time, the update process may appear to have hung. Please be patient and allow several minutes for the process to complete.

Added: Asset reservation/checkout system.
Added: Option to enable asset searching from client interface.
Added: New query builder for tickets and assets. Provides greater flexibility and complexity. (NOTE: Existing saved queries will be lost with this update and will have to be recreated using the new query builder panels.)
Added: Department filtering in ticket client lookup.
Added: Support for various custom-field data types: text, number, currency, date, date/time, time period, multiple choice, single choice, and popup menu.
Added: Ability to add attachments to individual tech notes, with an option to render them inline.
Added: Mobile app now remembers last menu selection.
Added: Mobile app menu shows total number of new/updated tickets for My and Group tickets.
Added: Mobile app shows most recent note (tech or client) in ticket list view.
Added: Mobile app provides option to show only tickets that have been updated by a client, waiting for a reply.
Added: "Net Name" column to asset search results. Displays network name first, or IP address of no network name is given.
Added: "Assign To" field in new-ticket editor is now sticky (remembers assignment from previously created ticket).
Added: AJAX lookup widget to cc: address fields in ticket editor, to make it easier to locate and validate e-mail addresses.
Added: Improvements in processing of Exchange e-mail tickets.
Added: Improvements in approval handling.
Added: Option to use a new simplified client e-mail style.
Added: Option in ticket note editor to send an e-mail to the client containing only the text and attachments of the ticket note.
Added: Additional e-mail templates for Outgoing and Incoming mail.
Added: Localization options for e-mail templates.
Added: Clients can be assigned to CAB Locations and Departments. This allows a single large CAB to handle an approval process step for multiple locations/departments.
Added: Report Groups can now be limited to department groups as well as location groups and techs.
Added: Various other bug fixes and interface improvements.

9.2.3.7 (3/24/10)

2010-03-29T09:03:00.000-07:00

Fixed: Chinese Unicode characters now display correctly in report PDFs.

9.2.3.6 (3/13/10)

2010-03-13T10:54:00.000-08:00

Fixed: Issue causing scheduled reports to fail.
Fixed: Chinese characters now render in report charts. There is still an issue with Chinese rendering incorrectly in the tables of PDF reports. We are working on this issue and hope to have a resolution soon.

9.2.3.5 (3/11/10)

2010-03-11T08:10:00.000-08:00

Fixed: Bug that could cause ticket open time to be calculated incorrectly when a tech's timezone is set to something other than the system default.
Fixed: Reports now use custom labels.

9.2.3.4 (2/17/10)

2010-02-17T11:27:00.000-08:00

Fixed: Updated Exchange Web Services integration library to solve problems that seem to have been introduced by a recent Exchange service patch.
Fixed: Removed mime types from attachments in order to work around problems with Internet Explorer.
Fixed: Outgoing e-mail account is no longer hidden when replies are enabled for ticket e-mail so that it can be used as the From: address for non-ticket e-mail.
Fixed: Setup > Assets > Options > Enable Expiration Alerts now disables expiration alert e-mails when unchecked. (Previously, it would simply hide the sub-options underneath it, but they would still take effect if selected.)

9.2.3.3 (1/28/10)

2010-01-28T03:00:00.000-08:00

Fixed: Issue with department filtering for Techs limited by Department.
Fixed: Issue where Room would still appear in e-mail when Rooms were disabled.
Fixed: Issue causing attachment download failure with some Exchange/Cisco e-mail servers.
Fixed: Issue causing LANrev Discovery Connection failure when attempting to retrieve certain display model and vendor names.
Fixed: LANrev Discovery Connection "Computer Model" attribute now uses Apple product names rather than Apple product identifiers.
Fixed: LANrev Discovery Connection no longer skips over machines that are not associated with any displays or volumes.
Fixed: Issue that could cause an exception when Database Table/View Discovery Connection custom-field mappings were changed.
Added: SQL query tool to facilitate troubleshooting of database issues. Requires -DWHDEnableSQLTool=true to be included in JVM startup options. When enabled, a SQL query tool can be accessed at http://localhost:8081/helpdesk/WebObjects/Helpdesk.woa/wa/DBActions/sqlTool. (Requires administrator login.)

9.2.3.2 (12/9/09)

2009-12-09T15:52:00.000-08:00

Added: Tech permission to approve FAQs.
Added: Machine name can now be used as an asset number when syncing with SCCM/SMS Discovery Connections.
Added: Unicode support for PDFs is now enabled by default.
Added: SCCM/SMS Discovery Connection no longer fails if the v_R_System view does not have a decommissioned0 column.
Fixed: Shift-click on header row of checkbox column now works with Firefox.
Fixed: Tickets scheduled for last/first of month no longer appear on next/previous month's calendar.
Fixed: PDFs now render Czech (and certain other) Unicode characters.
Fixed: Resolved an issue that could potentially result in overwriting of existing assets by Discovery Connections.
Fixed: Alignment issue in account preferences page.
Fixed: Billing report now respects Technician filter when Technician is not used as the report category.
Fixed: Client e-mail no longer includes the ticket Priority information.
Fixed: Issue that could cause e-mail addresses not to render properly in plaintext e-mail
Fixed: URLs in ticket notes now render as hyperlinks in mail messages.

9.2.3.1 (11/25/09)

2009-11-25T06:14:00.000-08:00

Fixed: Unapproved and expired FAQs no longer appear in client UI.
Added: Hosted accounts can now set LDAP connection timeout (up to 120 seconds).
Fixed: An issue that causing client names not to appear with their associated assets in asset search results.
Fixed: Bug causing 'version' field not to be updated during synchronization with Discovery Connections.
Fixed: Bug causing custom fields not to be updated during synchronization with a Database Table or View Discovery Connection.
Fixed: Problem where survey menu was sometimes being hidden from techs with survey permissions.
Fixed: Problem causing new FrontBase databases to start with ticket 0 instead of ticket 1.

9.2.3 (11/20/09)

2009-11-20T00:49:00.000-08:00

Added: Now includes x-forwarded-for header when determining IP address of requesting machine.
Fixed: Asset synchronization now works with version attribute.
Fixed: Removed PDF download limit for non-hosted installations.
Fixed: Issue where duplicate clients could appear in an asset if the asset search included multiple custom fields.
Fixed: Various rendering issues with help popups under IE7 and IE8.
Fixed: E-mail message body is no longer ignored when client confirms ticket resolution via e-mail.
Added: Oracle columns of type CLOB that are mapped to strings now get wrapped in queries with TO_CHAR(), which improves performance when searching.
Added: When using FrontBase, the application automatically repairs broken UNIQUE settings upon application startup.
Fixed: Issues causing currency fields to reject input under certain conditions.
Fixed: Viewing of FAQs through an external URL now respects Location and Department assignments when authentication is enabled for external URLs.
Fixed: Excel downloads of FAQs now include Question/Answer fields, and Excel downloads of Assets now include Clients field.