Web Help Desk Updates

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.

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.

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:

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]';
Fixed: Escalation e-mail to level techs now respects Location/Department group filtering.
Fixed: Various cosmetic fixes for IE7 compatibility.

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.

10.0.3 (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.

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.