Cerberus Helpdesk Changelog

What's new in Cerberus Helpdesk 7.0.4

Aug 24, 2015

We design major functionality updates with backwards compatibility in mind -- both technically and conceptually. This means that when you update between two versions in the same "generation" (e.g. 6.8 to 6.9), you can expect your environment to still meet the same system requirements, and your workers should still feel completely familiar with how the interface and common functionality works.
Every two years or so, we plan and release a "generational" update. Those are the milestone where we allow ourselves to break backwards compatibility. We remove features and concepts that have been deprecated by new improvements along the way, and we introduce new features and concepts based on thousands of ongoing discussions with the community and several more years of accumulated experience. Generational updates may be a bit more disruptive than typical updates, but they are where Cerb takes big leaps forward.
Each generation of Cerb has had a central theme:
In 4.x, the theme was a clean slate. We completely rewrote Cerb from scratch to use modern design principles, to be highly stable and secure, to enable a much faster pace of development, and to be extensible through plugins with our Devblocks framework.
In 5.x, the theme was automation. We introduced Virtual Attendants for automating common workflows in a very flexible way. That evolved into one of the main reasons people use Cerb at all, and it expanded the kind of problems Cerb is suited to solve.
In 6.x, the theme was productivity. We introduced fully customizable, shared workspaces and dashboards for delivering the perfect interface to each worker based on their needs. We refined how common actions were performed in the interface, and incrementally reorganized to reduce clicks and keystrokes.
For 7.x, the theme is personalization and machine learning. As Cerb has matured, we've seen a sharp increase in the seat count of enterprise deployments. While shared workspaces are great for keeping large teams on the same page, the common issue that nearly all of those busy environments run into is that workers end up looking at the same exact lists and tripping over each other while trying to find work. With judicious filtering and dispatching, those issues can be minimized -- but the next issue becomes ensuring that workers are handling work in the appropriate order. Oftentimes, especially if a backlog forms, only the most recent records receive attention because workers approach their worklists like a traditional email client, which displays new messages at the top of the list. The older records become even later.

New in Cerberus Helpdesk 6.8.3 (Nov 12, 2014)

New in Cerberus Helpdesk 6.6.0 (Feb 5, 2014)

Core:
Platform/Custom Fields] Implemented configurable parameters for custom fields. The various custom fields types can now provide additional options to modify how they work. Picklist and multi-checkbox fields had a hardcoded parameter for their option list which has been converted to the new format.
[CHD-3582] [Custom Fields/Owners] Added a 'Send worker notifications' option to worker-based custom fields. This makes it easy to add an 'owner' field to any kind of record. More advanced workflows are also possible; for example, having two owner fields for a 'salesperson' and 'sales support'. Owners receive watcher notifications about record activity for the duration of their assignment. They don't need to explicitly watch or unwatch records.
Custom Fields/Links] Implemented a new 'Record Link' custom field type. This is similar to how the Links tab works, except the custom field is formalized and the fields of the linked record will be shown in Virtual Attendant behaviors, snippets, etc. For instance, a time tracking entry could have a custom fieldset with fields for an organization and a domain. Time tracking records could then be filtered based on those links, and the related record information could be used in Virtual Attendants, worklists, and the API.
[Setup/Storage/Attachments] Fixed an issue where an attachment worklist with multiple links pointing to the same file resulted in missing rows.
[Setup/Attachments/Worklists] Attachment worklists now display the storage profile column as a name rather than an ID.
[CHD-3377] [Setup/Attachments/Worklists] Attachment worklists once again provide links to the records containing the files (i.e. the 'Context' column). Previously, a link was provided to the ticket but workers had to dig for the message containing the file. Now, when clicking on the permalink for an email message attachment that specific message will be expanded and focused.
[CHD-2971] [Mail/Reply/Usability/Keyboard] When using the keyboard to navigate the ticket reply form, using the attachments upload popup previously broke the TAB flow through the form. Now the focus is returned to the attachments (+) button after files have been uploaded.
[Storage/Platform/Optimization/Performance] Cerb now automatically detects when a new storage object duplicates an existing one, and an additional link will be created to the same underlying file. A file is only removed when there are zero links pointing at it (e.g. message or comment attachments). Duplicate attachment detection is implemented for incoming mail, worker replies through the UI, the worker proxy, messages imported from an ImpEx export, and files uploaded through the API. This should save a considerable amount of storage space in environments where the same attachments (e.g. PDFs, forms, ebooks) are sent by workers on a regular basis. Similarly, when the same senders include logos and other content in their signature these can be condensed into a single storage object. Currently, existing storage objects are not hashed since would be very intensive on busy systems. New duplicates will be prevented from version 6.6 onward. However, we'll be providing instructions on how to retroactively hash existing storage objects and remove redundancy (technical note: this involves providing SHA1 hashes in the attachment.storage_sha1hash database column, and redirecting attachment_link records based on that).
[Mail/Parser/Performance] The original_message.html attachment is now created more efficiently for new incoming messages. Previously its contents were written to a temporary file that was then read into long-term storage. Now it is saved directly from memory into storage. This improvement also made it easier to modify the contents of the HTML message to improve usability (e.g. rewriting links for inline attachments to Cerb URLs).
[Mail/Parser/Usability] When viewing an original_message.html attachment in the browser, inline images will now be properly displayed in the content. For instance, this is useful when customers send screenshots by embedding them in the middle of their reply. Previously, such images were included as attachments on the ticket but they weren't displayed in the HTML contents (technical note: The IMG tags still referenced the MIME content-id header). These IMG links are now rewritten to use Cerb file paths. This process works for all new messages that are received in version 6.6 or later, but it will not fix existing original_message.html attachments.
[Devblocks/Platform/Markdown] Added the Parsedown library http://parsedown.org/ to Devblocks. This is a faster, leaner, and more modern replacement for the existing PHP Markdown Extra library we've been using up to this point.
[Setup/Storage/S3/Usability] When testing a new S3 storage engine profile, a temporary object will be saved, read, and deleted to verify that the credentials work for all actions. Previously the contents of the bucket were listed, but this didn't verify that content could actually be stored and retrieved.
[Setup/Storage/S3/Usability] The S3 storage engine now supports a 'Path prefix' configuration option. Previously all content was saved starting at the top-level of a bucket. Now a single bucket can be shared between multiple instances of Cerb.
[Setup/Storage/S3/Security] When configuring the S3 storage engine, the secret key parameter is no longer displayed in the profile popup form. If left blank it will remain unchanged. This is far more secure than transmitting it.
[Storage/Performance] The storage service now has the ability to queue multiple delete operations to perform them in a single transaction. This is useful for storage engines where incremental deletes would be very expensive. For instance, S3 would generate an HTTP request per file being deleted, which could potentially be hundreds or thousands. Waiting for that many HTTP requests during cron.maint is undesirable. It is now possible for hundreds of objects to be deleted in a single request.
[Setup/Storage/S3/Usability] Implemented batch delete functionality in the S3 storage engine. Up to 500 objects can be deleted from S3 in a single HTTP request.
[CHD-2711] [Mail/Relay/Comments] When a worker is replying to a relayed message from an external email account, the #comment tag will now allow comments to span multiple lines. The comment will be terminated when it encounters a blank line or a line starting with another #tag. This was necessary because some email applications, like Gmail, force text/plain content to hard wrap on spaces before 76 characters, and quoted-printable encoding isn't used to preserve the original wrapping. The comment will still appear as a single paragraph in Cerb.
[CHD-2711] [Mail/Relay/Comments] A new #start comment tag is available to workers that respond to relayed messages through an external email account. This allows multiple line comments where linefeeds will be preserved. This is especially useful for chunks of formatted text like code fragments and patches. A multiple line comment is terminated with an #end tag on its own line. If a worker's mail application adds hard linefeeds to their comment content, those will be preserved in the comment created by Cerb.
[Mail/Parser/Localization] Cerb will now use the iconv PHP extension if it is loaded. This is capable of converting a wider range of encodings than mbstring. For instance, TIS-620 (Thai) and WIN-1258 (Vietnamese) were not properly converted to Unicode by Cerb when only using mbstring.
[Mail/Relay] Workers can now manually relay specific messages to external email accounts without having to set up a Virtual Attendant behavior first. The reply menu on each message contains a new 'Relay to worker email' option. Selecting the relay option displays a popup where worker email accounts can be filtered and selected. This feature is particularly useful for situations where workers may need to reply while offline, such as during transoceanic flights or cruises. A worker can relay messages from Cerb to their mobile email application, reply at their leisure, and their messages will be delivered when network access is restored. The feature is also useful when certain workers handle requests through email without logging into the Cerb interface (e.g. temps, interns, consultants). A human dispatcher can route messages to these workers on an as-needed basis.
[Mail/Relay/Activity Log] An Activity Log entry is now created when messages are relayed to an email account by a worker or Virtual Attendant. This notifies other workers that work may be taking place on the ticket from outside of Cerb, and it also serves to keep a better history of the actions of Virtual Attendants. Previously, there was no record on a ticket that it had been relayed unless a comment was explicitly created to say so.
[Mail/Activity Log/Preferences] Workers can now enable the display of Activity Log entries on the ticket timeline. This displays a mix of messages, comments, and activity log data in a single place without having to click into the 'Activity Log' tab. The option is located on the Settings page that is accessed from the menu displayed when a worker clicks on their name in the top right of the UI. Consecutive log entries will be combined in a single block, and those that take place with a similar timestamp are grouped together for readability. This option is also compatible with the 'Read all' option where the timeline is displayed expanded in 'oldest first' order rather than 'newest first'.
[Devblocks/Platform/jQuery] Updated jQuery dependency from 1.7.2 to 1.10.2
[Devblocks/Platform/jQuery] Updated jQuery UI dependency from 1.9.1 to 1.10.3
[Devblocks/Platform/Dependencies] Added the jQuery Caret plugin for getting and setting the cursor position in textareas.
[Devblocks/Platform/jqPlot] Updated jqplot dependency from 1.0.0b2 to 1.0.8
[Devblocks/Platform/qTip] Updated qTip dependency from 1.0.0rc3 to 2.2.0
[Tour/Usability] Updated and expanded the tour so it provides tips and callouts about the main functionality within Cerb. This should help onboard new workers faster.
[Tour/Usability] When clicking on a new 'Point of Interest' callout in tour mode, the previously viewed callout will now be closed automatically.
[CHD-786] [Mail/HTML] Workers can now send HTML formatted email replies from Cerb. This feature was a long time coming, as we wanted to implement it in a way that was consistent with Cerb's spirit of productivity and automation, which are heavily based on the efficient processing of large amounts of text. To facilitate this, the feature is divided into two parts: HTML templates and Markdown syntax. Multiple HTML templates (e.g. letterhead and stylesheets) can be created from the Setup->Mail->HTML page. Each group and bucket can be configured to use a specific template by default, which determines the style of their HTML replies. Templates can contain any valid HTML, although most mail apps will sanitize the messages (e.g. removing Javascript). Rather than introducing a visual HTML editor which obscures the underlying text, workers can reply with Markdown syntax to bold, italicize, link, embed images, quote, and to add headings, code blocks, and lists. Markdown is a markup language that was designed for use in email to preserve human readability. This "progressive enhancement" approach provides workers with greater flexibility in their replies without compromising efficiency. Outgoing messages in the Cerb history are still displayed as plaintext. Additionally, Virtual Attendant behaviors are capable of working with Markdown syntax much easier than with HTML directly.
[CHD-786] [Mail/Reply/HTML] When workers are replying to mail, an editor is now provided to assist with using Markdown formatting. By default the editor starts in plaintext mode, which behaves the same as Cerb always has (i.e. only sending text responses). In this case the toolbar only displays a single button that toggles rich text functionality. Once that button is clicked, the toolbar expands to provide: bold, italics, unordered and ordered lists, embedded images, external images, links, quotes, code blocks, and a preview option. The preview option displays the HTML version of the current reply in a popup window. It will also use the HTML template of the current group and bucket, if available. The preview window can be left open while responding, and it will update its contents every time the RETURN key is pressed.
[Storage/Files] Attachments can now be requested by their SHA-1 hash in a URL, in addition to the globally unique ID of any of their links. This makes it possible to refer to attachments that have been uploaded but not linked to anything yet. For instance, this is useful for implementing embedded images in mail and knowledgebase articles; those images would need to be previewed before the record (and link) is created.
[Platform/Usability] Popups will now open in the middle of the browser window by default. They previously opened in the top center, which made smaller popups less noticeable.
[Plugins/Platform] When a file is uploaded using the file chooser popup, it now provides the caller with a SHA-1 hash and internal URL, as well as the entire response object (name, size, mime type, etc). This should make the file chooser reusable in more situations; for instance, in providing embedded image functionality.
[Mail/Reply/HTML] Workers can now send inline images in their replies. A new 'Upload an Image' button is available in the toolbar when replying to mail with HTML formatting. This button displays the file chooser popup, which automatically generates the syntax for an embedded image once saved. The image is visible in the preview popup, and once the message is sent Cerb will automatically convert it to an embedded image for the recipient (i.e. replacing the link to Cerb with a self-contained MIME part).
[Mail/Search/Usability] When using Search->Ticket, the results will no longer be restricted to only a worker's own groups. The group filter is now added by default but it can be removed from the editable filters. Previously it was a required filter that couldn't be removed. This has been requested several times by organizations that want workers to see the "Access denied" listing for a ticket when searching by mask or participant, instead of having zero results shown (which leads people to believe they're doing the search wrong).
[Platform/Popups/Usability] Popups will now float over the same position in the browser even when the rest of the page scrolls. Previously, popups could be scrolled off the page and become lost.
[Mail/Peek/Usability] When viewing the peek popup for a ticket, its group and bucket are now shown as two linked dropdowns. Changing the group in the first dropdown will change the list of available buckets in the second one. Previously, the group and bucket were only visible by clicking the dropdown and looking for the (*) marker, which was cumbersome. Additionally, the previous dropdown also combined groups and buckets into a single long list which was difficult to use.
[Mail/Compose/Usability] When composing mail, the 'From:' option now displays the group and bucket in two linked dropdowns instead of one big list.
[Mail/Compose/HTML] Added HTML message support to the compose popup. The preview feature will display the template for the currently selected group and bucket.
[Storage/Files] The '/files' page now provides cache control headers for the content it serves. This allows a worker's browser to cache certain resources (like images) after their first retrieval so they aren't requested from the server again. This is useful now that content like embedded images in HTML messages are displayed through this page.
[Platform/Dependencies] Updated HTMLPurifier library from 4.5 to 4.6.
[Platform/Devblocks/Dependencies] Added the 'CSS to Inline Styles' library by Tijs Verkoyen. This provides an easy to way to convert CSS STYLE blocks to inline styles when sending HTML email, as many email readers filter out HEAD, BODY, and STYLE.
[Mail/Reply/HTML/Preferences] Added a worker preference for "Always switch to HTML mode" while replying to mail.
[Platform/Plugins/Popups] Plugins that use genericAjaxPopup() can now specify the 'target' option using a jQuery Position object; e.g. { my: 'top left', at: 'bottom right', of: 'selector' }.
[CHD-3622] [Explore/Usability] Improved the way the last accessed time is recorded for explorer sets. Previously the access timestamp only updated 20% of the time in order to reduce extraneous UPDATE database queries when someone quickly paged through the list. Now, instead, the access time is updated any time at least 30 seconds has elapsed since the last recorded access time. Additionally, the access time is now always recorded when the set is created. The prior inefficiency rarely caused problems, but it would manifest if an explorer set was created shortly before the maintenance scheduled job ran, or if the maintenance job was set to run very often instead of nightly. This could result in explorer sets being purged while they were still in use.
[Mail/HTML/Broadcast] Implemented HTML message support in ticket worklist broadcasts from bulk update.
[Mail/HTML/Broadcast] Implemented HTML message support in address worklist broadcasts from bulk update.
[Mail/HTML/Broadcast] Implemented HTML message support in opportunity worklist broadcasts from bulk update.
[Mail/Usability/HTML] When generating a plaintext part from an HTML-only message, Cerb now attempts to preserve whitespace in pre-formatted (PRE) and CODE blocks.
[Mail/Usability/HTML] When generating a plaintext part from an HTML-only message, Cerb now attempts to prefix nested BLOCKQUOTE content with '>'.
[Mail/HTML/Usability] When sending HTML mail, Cerb will generate a new plaintext part that cleans up Markdown formatting. This plaintext part is sent along with the HTML message (e.g. for mobile and automated mail readers), and it's also what's stored in the conversation history.
[REVERT] [Platform/Popups/Usability] Popups no longer open up in the center of the browser window by default. This was causing problems on popups that grow, since they could expand beyond the bottom of the window and constantly require being dragged into place. Popups now display at the top so they have the full browser height to grow before they show a scrollbar. When a popup is opened a position can be defined now, so popups that don't grow (like the file chooser) may still elect to show up in the center of the page.
[Setup/Mail/Reply-To/HTML] Reply-to addresses can now specify a default HTML template for outgoing mail. The template set on the default reply-to address is the global default. When a group doesn't have its own HTML template it will default to the one on its reply-to address.
[Mail/HTML/Usability] The upgrade script for 6.6 now automatically creates a default HTML template and associates it with the default reply-to address. This allows HTML replies to "just work" without any manual configuration.
[Virtual Attendants/Mail/HTML] The 'Send mail' action in Virtual Attendant behaviors now supports sending messages using Markdown and HTML templates.
[Virtual Attendants/Mail/HTML] The 'Send mail to recipients' action in Virtual Attendant behaviors now supports sending messages using Markdown and HTML templates.
[Mail/HTML/Reply] Workers can now optionally choose a specific HTML template when replying. If nothing is selected, the current group/bucket's default is used.
[Mail/HTML/Compose] Workers can now optionally choose a specific HTML template when composing a new message. If nothing is selected, the given group/bucket's default is used.
[Mail/HTML/Broadcast/Tickets] Workers can now optionally choose a specific HTML template when broadcasting from ticket worklists. If nothing is selected, the default for the group/bucket is used instead.
[Mail/HTML/Broadcast/Addresses] Workers can now optionally choose a specific HTML template when broadcasting from email address worklists. If nothing is selected, the default for the given group/bucket is used instead.
[Mail/HTML/Broadcast/CRM/Opps] Workers can now optionally choose a specific HTML template when broadcasting from opportunity worklists. If nothing is selected, the default for the group/bucket is used instead.
[Mail/Reply/Usability] When replying to a message, the "Would you like to move this conversation?" option now shows the groups and buckets in two linked dropdowns. Changing the group in the first list automatically displays the available buckets in the second list. Previously, the current group and bucket was displayed as a default "No, leave it in the [name] bucket of [group]" option, and moving the conversation required using a long combined list of all the buckets which was difficult to navigate. The new way is also more efficient when using keyboard shortcuts.
[Performance/Worklists/Tickets] When using the "Is in groups of [worker]" filter on ticket worklists, the database query is now optimized if the worker is a member of every group. Previously, this inefficiently checked the group_id on every result anyway.
[Support Center/Contact/Usability] The ability to upload multiple files in the Support Center now uses a browser's HTML5 support.
[Support Center/Contact/Usability] The file type is now set properly on attachments uploaded through the Support Center. Previously, all uploaded files were being saved as 'application/octet-stream', which forced attachments to download even if they could be displayed in the browser (e.g. images, text files).
[Web-API/Contexts] Implemented 'GET /rest/contexts/list.json' in the Web-API for retrieving a list of context IDs and names. The context IDs are used for making various kinds of requests (e.g. attachment links, comments, record links) and there wasn't a comprehensive list available anywhere. This API request will also include any contexts that were added through plugins, which the standard documentation wouldn't include.
[CHD-3562] [Web-API/Contexts/Links] Implemented 'POST /rest/contexts/link.json' in the Web-API for adding any number of links to a record. See: http://cerbweb.com/book/latest/developerguide/restapi/contexts.html
[CHD-3562] [Web-API/Contexts/Links] Implemented 'POST /rest/contexts/unlink.json' in the Web-API for removing any number of links from a record. See: http://cerbweb.com/book/latest/developerguide/restapi/contexts.html
[Setup/Groups] Fixed an issue when deleting a group where group-owned Virtual Attendants and custom fieldsets may not be cleaned up properly.

New in Cerberus Helpdesk 6.5.4 (Jan 20, 2014)

[CHD-3569] [Virtual Attendants/Mail/Headers] In 'Before sending worker message' Virtual Attendant behaviors, the 'Set header' action is now capable of replacing existing headers like 'Subject:' and 'X-Mailer:'. Previously, duplicate headers were being added.
[CHD-3519] [Virtual Attendants/Mail] In the 'Before sending worker message' Virtual Attendant behavior, the 'Bucket' condition is now available again.
[CHD-3568] [Worklists/Usability] Fixed an issue when editing 'Owner' filters on worklists where the existing values weren't displayed as defaults. This meant if you were filtering by a list of 5 owners, you had to reselect them in addition to any other changes you were making.
Virtual Attendants/Groups] Fixed an issue with bucket names always being 'Inbox' in some Virtual Attendant behaviors.
[CHD-3508] [Virtual Attendants/Usability] When building Virtual Attendant outcomes and actions, the 'Insert placeholder' menu will now include the '|date' modifier on placeholders by default. Otherwise they are displayed as Unix timestamps (e.g. 1381874586). This used to happen in earlier versions, but the '|date' option was hardcoded for various fields; now it happens automatically based on the field type.
[CHD-3470] [Mail/Reply/Usability] On ticket profiles, if the reply form is already open then clicking the 'Reply' button or pressing the 'r' shortcut will focus the existing form rather than discarding its contents and opening a new one.
[CHD-3433] [Mail/Setup/Usability] Added a warning to POP3 setup that downloaded messages will be deleted from the mailbox. There have been a few instances where users included an IMAP mailbox with a long history where clearing the mailbox was not desirable.
[CHD-3378] [Virtual Attendants/Worklists] 'While displaying a worklist' behaviors can now be created by role-owned Virtual Attendants.
Setup/Custom Fields/Usability] In Setup, custom fields can now be quickly dragged into the desired order rather than having to manually number them.
Setup/Custom Fields/Usability] When deleting custom fields in Setup, a confirmation step is now shown prior to deleting the fields and their data.
[CHD-3372] [Setup/Custom Fields/Fieldsets] In Setup, global custom fields can now be easily migrated to fieldsets of the same type.
[CHD-3341] [Mail/Reply/Usability] After clicking the 'Reply' button in a ticket conversation, a loading indicator is shown in a popup until the form is displayed. This was requested several times by clients who experience occasional latency so they have a visual cue that something is happening.

New in Cerberus Helpdesk 5.7.2 (Mar 15, 2012)

[Mail/Parser] The email parser will now check incoming attachments for a 'content-name' or 'disposition-filename'. Previously only the former was checked, and when an attachment only had the latter, and was text/plain, its contents were incorrectly appended to the message body.
[Search/Performance] Optimized the fulltext search indexing for messages and comments. Only the first 10KB bytes of message content will be indexed, and messages will ignore quoted content since this should be contained in the original message. This should make indexing long conversations much more efficient, and it should remedy the situation where workers or recipients quote the entire conversation every message and end up polluting the search index.
[Welcome] Added a link to the manual on the /welcome page.
[Virtual Attendants/Parameters] Fixed a warning with worker variables on Virtual Attendants when no workers are selected.
[CHD-2816] [Mail/Compose] Banned addresses will no longer be suggested as recipients when opening a ticket by organization.
[CHD-2788] [Mail/Tickets/Bulk Update] Workers can now bulk update the organization on ticket worklists.
[CHD-2779] [Mail/Worklists/Usability] In ticket worklists, the ticket move dropdown was changed to a chooser menu with a quick search box. This should make it much easier to select a specific bucket from a long list.
[Mail/Worklists/Usability] On ticket worklists, the 'm' keyboard shortcut will now open the move menu and focus the quick search box.
[CHD-2784] [Snippets/Usability] Added the two-step delete confirmation to the snippets popup.
[CHD-2792] [Mail/RSS/Security] Fixed an issue where RSS feeds for worklists were viewable for disabled workers.
[CHD-2754] [Plugins] Updated the built-in plugin manifests to version 5.7.2 from 5.6.x
[CHD-2764] [Reports] Date-based reports can now group charts by hour.
[CHD-2741] [Setup/Plugins] You can now search by name on the 'Installed Plugins' and 'Plugin Library' tabs in Setup.
[CHD-2766] [Reports] When hovering over a report chart, the value of a data point is now displayed in addition to the date and the label for the 'Group Replies over Date Range', 'Created Tickets by Group over Date Range', 'Closed Tickets by Group over Date Range', and 'Worker History over Date Range' reports.
[CHD-2627] [Mail/Parser] The parser will now treat 'message/rfc822' mime parts as attachments. These messages are sent as abuse reports, bounces, and forwarded messages. Their content will no longer be appended to the message body.
[Mail/Print] Fixed the broken default logos when printing tickets or messages.
[CHD-2807] [Snippets/Roles] Implemented role-owned snippets. This allows you to easily share snippets with multiple groups, arbitrary lists of workers, or everyone. Currently, only administrators can create or modify role-owned snippets, but any worker associated with the role can use them.
[CHD-2680] [Snippets/Worklists] Added a virtual column on snippet worklists for displaying the owner (worker, group, or role). This is also displayed on the snippet chooser.
[CHD-2680] [Snippets/Worklists/Search] Snippet worklists can now be filtered by owner. This also introduces a new multi-context autocomplete widget (selecting workers, groups, or roles).
[CHD-2808] [Snippets/Setup] Added a new Snippets management area to Setup. This allows administrators to create, view, and modify all snippets (regardless of owner) in a centralized place.
[CHD-2809] [Snippets/Worklists] Administrators can now bulk update owners and custom fields on snippet worklists.
[CHD-2827] [Snippets/Subtotals] Fixed a bug that prevented filtering snippet worklists by the 'plaintext' type from the subtotals sidebar.
[CHD-2826] [Mail/Filters] FIXED: Adding a wildcard (*) filter value on a header will match all messages, even those that don't contain the header.

New in Cerberus Helpdesk 5.7.1 (Jan 31, 2012)

New in Cerberus Helpdesk 5.7.0 (Jan 10, 2012)

New in Cerberus Helpdesk 5.6.3 (Nov 18, 2011)

New in Cerberus Helpdesk 5.6.2 (Nov 9, 2011)

New in Cerberus Helpdesk 5.6.1 (Oct 25, 2011)

New in Cerberus Helpdesk 5.6.0 (Oct 6, 2011)

New in Cerberus Helpdesk 5.5.2 (Sep 2, 2011)

New in Cerberus Helpdesk 5.5.0 (Aug 9, 2011)

New in Cerberus Helpdesk 5.4.6 (Jul 7, 2011)

New in Cerberus Helpdesk 5.4.5 (Jun 29, 2011)

[Support Center/Knowledgebase/RSS] [CHD-2468] The RSS feeds in the Support Center KB don't translate Markdown to HTML when syndicating articles.
[Web-API/Custom Fields] [CHD-2455] The Web-API now has named keys for custom field records. 'id' and 'context' are now provided. 'group_id' is visible for ticket custom fields. Sponsored by XILO Communications - http://www.xilo.net
[Mail/Broadcast/Queue] [CHD-2484] If you broadcast reply to a ticket with no requesters the mail_queue entry is undeliverable and never cleans up.
[Mail/Queue] [CHD-2483] If an autoreply fails to send and is queued for redelivery, it will remain flagged as an autoreply so no worker sender is required.
[Workspaces/Custom Fields] [CHD-2460] FIXED: An 'unknown column' error when adding a required custom field filter to a workspace worklist if the custom field is also not an editable filter.
[Mail/Relay] [CHD-2480] FIXED: The email relay uses a custom 'Message-Id' header that is invalid in some MTA/MUAs.
[Support Center/Templates] [CHD-2485] The Support Center 'customfields_readonly.tpl' and 'customfields_writeable.tpl' templates can now be modified when configuring Community Portals.
[Web-API/Groups] [CHD-2477] Implemented the ability to get/search groups through the Web-API.
[Who's Online/Display] [CHD-2462] When a worker displays a ticket it will now always update their last activity with a link to the ticket. By default, worker activity only updates once per 30 seconds. This makes it easy for workers to look at the same ticket as someone else without having to copy/paste URLs.
[Mail/Compose/Keyboard/Firefox] [CHD-2470] FIXED: Keyboard shortcuts don't work on mail compose or log ticket when using Firefox. The control key also don't work for copy/paste or selecting text via keyboard.
[Web-API/Custom Fields] [CHD-2474] Fixed an issue with the sortBy parameter not working in the Web-API for records with custom fields.
[Web-API/Tickets] When you retrieve a ticket record from the Web-API it will now include information about each requester.
[Web-API/Tickets/Requesters] [CHD-2481] Ability to add and remove requesters on tickets from the Web-API. Sponsored by XILO Communications - http://www.xilo.net/

New in Cerberus Helpdesk 5.4.4 (Jun 14, 2011)

New in Cerberus Helpdesk 5.4.3 (Jun 3, 2011)

New in Cerberus Helpdesk 5.4.2 (May 25, 2011)

[CRM/Opportunities/Bulk] Added the ability to bulk delete opportunities with the proper permission.
[Virtual Attendants/Worker] [CHD-2322] Add the ability to choose the destination email when sending email from the 'New notification for me' event.
[Virtual Attendants/Worker] [CHD-2326] Fixed a bug that returned "Call to a member function getReplyTo()" when relaying mail using Virtual Attendants on the "Mail received by watcher" event.
[Installer/Patcher/Platform] Added a default of 'MyISAM' for the 'APP_DB_ENGINE' constant in framework.defaults.php since several people have upgraded by copying over the new framework.config.php file with an older version.
[Mail Relay/Watchers] [CHD-2331] A worker reply to a relayed message opens a new ticket at the same time it properly replies to an existing one.
[Activity Log/Notifications] [CHD-2321] If an activity log entry is created from the Support Center the URL won't be valid in the helpdesk.
[Snippets] [CHD-2323] Add a '|truncate' filter so placeholders can be shortened for email subjects, SMS, etc.
[Search/Indexing/Performance] Improved the performance and memory efficiency of the fulltext search indexer when working with very large content. We had several reports of the search indexer stalling with >1MB messages because of 'out of memory' errors. This had to do with Unidecode, and PHP's inherent array inefficiency.
[Search/Indexing] The search indexer will now record its progress more often so that it doesn't have to repeat as much work in the event of an error.
[Search/Indexing] Added the ability to append to existing search indexes. This allows large pieces of content to be indexed incrementally, in a way that is more friendly to PHP's memory model and enforced limits.
[Activity Log/Virtual Attendants] [CHD-2337] With deeply nested Virtual Attendants (e.g. a group attendant adding watchers, and multiple worker attendants relaying notifications) it was possible for the Activity Log to detect the wrong actor. Subsequent activity inexplicably appeared to be caused by each attendant in sequence. This has been resolved.
[Activity Log/Virtual Attendants] [CHD-2337] Fixed an Activity Log bug when using Open Ticket. If a group Virtual Attendant added the current worker as a watcher, the Activity Log read "Group [Attendant] started watching this record". It should have been showing the Attendant assigning the worker as a watcher instead.
[Virtual Attendants] [CHD-2333] Fixed a bug in the 'Move to Group' action of Virtual Attendants which prevented the action from running.

New in Cerberus Helpdesk 5.4.1 (May 16, 2011)

New in Cerberus Helpdesk 5.4.0 (May 10, 2011)

New in Cerberus Helpdesk 5.3.3 (Mar 8, 2011)

[Time Tracking/Web-API] [CHD-2089] The Web-API time tracking interface currently doesn't return the activity_id.
[Mail/Messages/Search] [CHD-2110] Ability to search content from Messages tab.
[Mail] [CHD-2003] The "When would you like to resume this conversation?" option is missing from the peek popup of tickets.
[Platform/Devblocks] Upgraded the Smarty template engine dependency from 3.0rc1 to 3.0rc4
[Platform/Devblocks] Upgraded jQuery dependency from 1.4.2 to 1.4.4
[Platform/Devblocks] Upgraded jQuery UI dependency from 1.8.2 to 1.8.7 (this should fix IE9 issues when not running in compatibility mode).
[Autocomplete/Contexts/UI] Added a context-aware 'autocomplete' service that can be used by any UI functionality.
[Choosers/Contexts] [CHD-2002] [CHD-2092] The 'chooser' widget now has the option to provide an autocomplete box before the button. You can enter a couple characters from your desired record (e.g. worker, address, org) to add it to the list, which saves a lot of needless clicks compared to opening the chooser search popup (especially when you already know what you're looking for).
[Choosers/Workers] All 'worker' choosers now provide an autocomplete box in addition to the search popup (e.g. owners).
[Choosers] All address, organization, and group choosers now provide an autocomplete box in addition to the search popup.
[Call Logging/Plugins] [CHD-806] Added a new 'Call Logging' plugin. This can be used to track incoming phone calls, associate them to registered contacts or organizations, and assign them to the appropriate worker for a return call. This plugin can also be used to capture outgoing calls for recording contact with opportunities across multiple channels (improving the efficiency and accountability of sales processes). Call records have all the functionality you've come to expect from Cerb: views, worklists, custom fields, peek, context links, comments, etc.
[Security] Implemented auto-escaping for all template variables. This ensures that any user-provided content will always be displayed as markup text instead of being rendered as HTML. This is superior to the previous solution of expecting official and third-party developers to explicitly use the 'escape' modifier in Smarty for every variable; e.g. {$var|escape}. If there are situations where your plugin functionality depends on rendering HTML from template variables, use the 'nofilter' flag; e.g. {$var nofilter}.
[Attachments/Contexts/Plugins/Platform] Refactored existing attachments functionality. Attachments can now be added to any context (e.g. messages, comments). Any plugin-provided objects can provide attachment functionality with very little implementation work. The same attachment can be linked to multiple records, which is more efficient in terms of storage. Browsing attachments from Setup will display links (filecontext). When an attachment has no links pointing to it, and its older than 24 hours, it will be removed by the maintenance scheduled task.
[Contexts/ACL] Contexts now have a formal way to specify access control for viewing particular objects. For example, the 'ticket' or 'opportunity' contexts can decide if a worker is allowed to view a particular record based on group memberships, etc.
[Choosers/Attachments] Added a new 'file' chooser which can be used to upload files through Ajax (without leaving the current page) even when displaying 'peek' popups.
[Comments/Attachments] Added attachment functionality to comments since they are already ubiquitous, which allows files to be attached to orgs/opps/etc.
[Attachments/Comments] [CHD-464] Allow attachments on comments
[Attachments/Address Book] [CHD-594] Allow attachments on organizations
[Bulk Update/Autocomplete] Added autocomplete choosers for the 'Owner' add/remove field on the appropriate bulk update popups.
[Address Book/Orgs/Owners] Owners can be assigned to Organization records.
[Mail/Display] [CHD-2108] When there are pending drafts on a ticket, a nasty error will be displayed (if display_errors is on)
[Address Book] [CHD-1767] Working with Contacts/Companies: Add notes to contacts and attachments to organizations.
[Worklists/Customize] [CHD-1267] When customizing a worklist you can now drag/drop columns to reorder them rather than having to clear and re-enter everything.
[Mail] [CHD-287] The ability to delete individual messages on a ticket.
[Time Tracking] [CHD-2078] Add 'status' to the bulk update popup for Time Tracking entries.
[Worklists/UI/Usability] [CHD-1048] Dates in worklist columns will now be displayed in full format (e.g. "5 months"), and dates in the past will be prefixed with a minus sign ("-") rather than the trailing word "ago" (e.g. "-90 days"). This consistency demonstrates how relative dates should be entered into date text boxes (i.e. "-5mo" doesn't work when entered as a relative date).
[Mail/Display] [CHD-1472] Show the 'From:' header in the reply box for spot checking.
[Tasks] [CHD-2042] Add a quick 'Completed' button to the task display page.
[Mail/Localization] The text in the ticket peek popup is now translated.
[Mail/Peek] [CHD-948] Add next/prev links to peek to navigate other messages within a previewed ticket.
[Search/Presets] [CHD-2056] Search presets should remember sort column and order (ascending/descending).
[Snippets/Custom Fields] [CHD-2046] Added custom fields to snippets for easier categorization.
[Reports] Updated jqPlot dependency to 0.9.7r635
[Platform/Snippets] Updated Twig dependency from 0.9.6 to 1.0-beta1
[Platform] Updated Smarty Template Engine dependency from 3.0-rc4 to 3.0.6-release.
[Platform/Maint] [CHD-2114] Orphaned extension properties are not being cleaned up from the database when deleting a plugin.
[Platform/Plugins] DevblocksPlatform::parseRss() will now properly use the 'updated' field as the pubDate when dealing with Atom feeds.
[Extras/Translations/i18n] The available language packs have been added to the /install/extras/translations/ directory (previously they were hidden in another GitHub repository).
[Feed Reader/Plugins] [CHD-805] Added a Feed Reader plugin capable of subscribing to RSS/Atom feeds and importing items. Items can be managed with all the familiar Cerb5 tools: custom fields, owners, worklists, presets, bulk update, peek, context links, comments, etc. This plugin can be used for various processes through RSS: vendor announcements, moderating corporate blog comments, scanning Twitter for keyword mentions, auditing wiki changes, reviewing new bug reports, reading new forum posts, scanning Google Blog search for keyword mentions, etc.
[Knowledgebase] [CHD-450] Allow attachments in knowledgebase articles.
[Workspaces] Workspaces are now a formal database object. Previously they were just unique 'tags' on worklists.
[Workspaces] You can now drag worklists around to reorder them when editing a workspace.
[Workspaces/Contexts/Plugins] Contexts are now used to add worklists to workspaces. You no longer need to create a workspace 'source' plugin.
[Workspaces] Workspaces are no longer confined to 'Home' -- they can now be added to the tab lists on any page: home, mail, activity, address book, datacenter, kb, preferences, setup, etc. This allows you to move your workspaces closer to the appropriate data. A single workspace can be displayed in multiple locations. To add a new workspace to your current page, click the '+' tab.
[Workspaces/Usability] You can now add multiple new worklists directly from an active workspace.
[Workspaces] [CHD-1866] You can now customize the order of workspace tabs.
[Mail/Messages/Workspaces] [CHD-2128] Add 'copy' to message worklists (e.g. for the ability to create a 'Sent' tab).
[Address Book/Workspaces] Added 'copy' to contact person worklists.
[Mail/Snippets/Workspaces] Added 'copy' to snippet worklists.
[Datacenter/Workspaces] Added 'copy' to domain worklists.
[Datacenter/Workspaces] Added 'copy' to server worklists.
[Knowledgebase/Workspaces] Added 'copy' to knowledgebase article worklists.
[Activity] [CHD-2118] Activity will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces.
[Home] Home will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces.
[Mail] Mail will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces.
[Address Book] Address Book will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces.
[Plugins/Address Book] Added the 'cerberusweb.contacts.tab' extension point for adding new tabs to the Address Book through plugins.
[Datacenter] Datacenter will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces.
[Knowledgebase] Knowledgebase will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces.
[My Account] My Account will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces.
[Setup] Setup will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces.
[Autocomplete/Usability] [CHD-2092] The autocomplete input boxes should automatically highlight the first option in the dropdown menu as you type so you can hit ENTER to quickly continue typing. This also makes it more clear that you can use the arrow keys for navigation (compared to hitting the down arrow key to start things off).
[Translations/Dutch] Updated the Dutch translation (Much thanks to Niek @ Oxilion.nl!)
[Explorer] Explore URLs now require the recipient to be logged in instead of giving vague errors. If not logged in, the worker will be forwarded to the URL after completing the login process.
[Feed Reader/Explorer] The peek popup for feed items can now be displayed while in 'explore' mode. This allows you to comment, change properties, and add owners while viewing external URLs (e.g. wiki, forums, issue tracking).
[Feed Reader/Explorer] Added a quick Close/Reopen button to the feed reader 'explore' toolbar.
[Worklists/Explore] Moved the 'Explore' button to a more obvious location, from the top-right of the blue bar to the view toolbar below the results. Added a 'play' icon which gives a better sense of the slideshow nature of Explore mode.
[Performance/Explore] Made improvements to the performance of Explore mode.
[Plugins/Contexts] Implemented Extension_DevblocksContext::getAll($as_instances=f alse) to make it easier to pull a list of possible contexts for various functionality. The method accepts one argument: whether or not to return the results as extension instances (true) or manifests (default/false).
[Setup/Settings] [CHD-1777] [CHD-2136] [CHD-2137] Fixed an issue where the default settings for 'Authorized IPs', 'Allow Attachments', and 'Max Attachment Size' were not being displayed when editing settings in Setup for the first time.
[CHD-2113] [Mail/Group] An auto-close response is always being sent if there is content even when the option is disabled for a Group.
[Setup/Support Center] [CHD-2140] All the new templates are now available for editing with the Custom Templates feature of the Support Center.
[Feed Reader] [CHD-1106] Managed feed URLs can now use the 'feed://' scheme.
[Choosers/Search/Usability] The worker and group choosers will now display an autocomplete box when used inside search filters (and worklist customize).
[Security/Custom Fields] [CHD-687] Ticket worklist 'customize' can display custom field values from non-authorized groups.
[Platform/Smarty/URLs] [CHD-2111] Improved the 'devblocks_hyperlinks' Smarty template modifier so that it doesn't include common trailing punctuation in the hyperlink (e.g. http://example.com/.). The new pattern matching should be less strict, as long as an http/https scheme prefixes the URL in plaintext.
[Mail/Messages/Search] [CHD-2139] An error is displayed if you search message content before you've indexed it with /cron/cron.search
[Plugins/Contexts/Notifications] [CHD-2145] Added Context_Notification
[Worklists/Usability] When using 'copy' on a worklist the page will no longer be redirected to a different location. This allows you to copy multiple worklists from the same page with less back-and-forth hassle.
[Plugins/Audit Log] [CHD-1419] Allow plugins to provide translation strings for audit log events.
[Address Book/Worklists/Explore] Implemented 'explore' mode for registered contact worklists.
[Datacenter/Worklists/Explore] Implemented 'explore' mode for server and domain worklists.
[Mail/Worklists/Explore] Implemented 'explore' mode for message worklists.
[Plugins/CRM/Opps] Added an extension point for creating new tabs on opportunity records.
[Drafts] [CHD-1865] Resuming a draft doesn't restore the 'To:' line if it was never edited from defaults.
[Mail/Usability] Added a keyboard shortcut (e) for 'explore' to Mail:Workflow and Mail:Search.
[Plugins/Events/Comments] [CHD-1999] Added a new event point for 'comment.create', to process events when new comments are created on any record.
[RSS Reader/Explore] [CHD-942] Allow tasks to be added while viewing feed items in explore mode.
[Feedback/Autocomplete] Added autocomplete 'address' entry to the feedback popup.
[RSS Reader/Feedback/Explore] [CHD-943] Allow feedback to be captured while viewing items in the RSS Reader plugin using explore mode.
[Mail/Workflow/Usability] [CHD-2065] "worker" and "status" should not be options in the Workflow subtotals sidebar.
[Mail/Workflow/Usability] When focused inside a group in Workflow, an "all groups" link will now appear to reset the filter in the sidebar without having to manually change the filters.
[Mail/Workflow/Usability] When clicking on a bucket in Workflow the subtotals sidebar will now focus on that group and all its buckets, rather than displaying just a single bucket. This will save a lot of extraneous clicks.
[Plugins/Comments] Added DAO_Comment::triggerCommentNotifications() to make it easier to fire context-driven notifications about new comments using the 'notify workers' pattern.
[Call Logging/Comments] Workers can now be notified when leaving new comments from call logging popups.
[Feed Reader/Comments] Workers can now be notified when leaving new comments from feed reader popups.
[CRM/Opportunities/Comments] Comments can now be added to existing opportunities from peek. Workers can now be notified when leaving new comments from peek popups.
[Tasks/Comments] Comments can now be added to existing tasks from peek. Workers can now be notified when leaving new comments from task popups.
[Time Tracking/Comments] Comments can be added to existing time slips from peek. Workers can be notified when leaving new comments from time tracking popups.
[Tickets/Comments] Comments can now be viewed and added to tickets from peek. Workers can now be notified when leaving new comments from ticket popups.
[Address Book/Organizations/Comments] Comments can now be viewed and added on organizations from peek. Workers can now be notified when leaving new comments from org popups.
[Home/Notifications/My Work] The 'home' page has been disbanded, as the recent improvements have made it unnecessary. 'Notifications' and 'My Work' have moved to the 'Preferences' page as a temporary placeholder until the addition of worker profiles in a future update. The workspaces previously shown on 'Home' can be moved to any other page -- any of which would likely be more appropriate.
[Comments/Notifications] [CHD-2103] The comment popup will no longer list the current worker as one of the defaults on the 'notify these workers' list. This saves the extra click of removing yourself each time you comment.

New in Cerberus Helpdesk 5.3.2 (Jan 27, 2011)

New in Cerberus Helpdesk 5.3.1 (Jan 24, 2011)

New in Cerberus Helpdesk 5.3.0 (Jan 18, 2011)

Workspaces are no longer confined to 'Home' -- they can now be added to the tab lists on any page: home, mail, activity, address book, datacenter, kb, preferences, setup, etc. This allows you to move your workspaces closer to the appropriate data. A single workspace can be displayed in multiple locations. To add a new workspace to your current page, click the '+' tab.
[CHD-1866] You can now customize the order of workspace tabs.
[CHD-1267] When customizing a worklist you can now drag/drop columns to reorder them rather than having to clear and re-enter everything.
[CHD-1048] Dates in worklist columns will now be displayed in full format (e.g. "5 months"), and dates in the past will be suffixed with the word "ago" (e.g. "90 days ago"). This consistency demonstrates how relative dates should be entered into date text boxes (i.e. "5mo" doesn't work when entered as a relative date).
[CHD-2056] Search presets should remember sort column and order (ascending/descending).
Added autocomplete choosers for the 'Owner' add/remove field on the appropriate bulk update popups.
You can now add multiple new worklists directly from an active workspace.
[CHD-2128] Added 'copy' to worklists that were missing it: messages, registered contacts, snippets, domains, servers, and knowledgebase articles.
Moved the 'Explore' button to a more obvious location, from the top-right of the blue bar to the view toolbar below the results. Added a 'play' icon which gives a better sense of the slideshow nature of Explore mode.
Made improvements to the performance of Explore mode.
When using 'copy' on a worklist the page will no longer be redirected to a different location. This allows you to copy multiple worklists from the same page with less back-and-forth hassle.
Implemented 'explore' mode for more worklists: messages, contacts, servers, domains, and opportunities.
The 'home' page has been disbanded, as the recent improvements have made it unnecessary. 'Notifications' and 'My Work' have moved to the 'Preferences' page as a temporary placeholder until the addition of worker profiles in a future update. The workspaces previously shown on 'Home' can be moved to any other page -- any of which would likely be more appropriate.
[CHD-806] Added a new 'Call Logging' plugin. This can be used to track incoming phone calls, associate them to registered contacts or organizations, and assign them to the appropriate worker for a return call. This plugin can also be used to capture outgoing calls for recording contact with opportunities across multiple channels (improving the efficiency and accountability of sales processes). Call records have all the functionality you've come to expect from Cerb: views, worklists, custom fields, peek, context links, comments, etc.
Workers can now be notified when leaving new comments from call logging popups.
[CHD-805] Added a Feed Reader plugin capable of subscribing to RSS/Atom feeds and importing items. Items can be managed with all the familiar Cerb5 tools: custom fields, owners, worklists, presets, bulk update, peek, context links, comments, etc. This plugin can be used for various processes through RSS: vendor announcements, moderating corporate blog comments, scanning Twitter for keyword mentions, auditing wiki changes, reviewing new bug reports, reading new forum posts, scanning Google Blog search for keyword mentions, etc.
The peek popup for feed items can now be displayed while in 'explore' mode. This allows you to comment, change properties, and add owners while viewing external URLs (e.g. wiki, forums, issue tracking).
Added a quick Close/Reopen button to the feed reader 'explore' toolbar.
[CHD-942] Allow tasks to be added while viewing feed items in explore mode.
[CHD-943] Allow feedback to be captured while viewing items in the RSS Reader plugin using explore mode.
Workers can now be notified when leaving new comments from feed reader popups.
* [CHD-2002] [CHD-2092] The 'chooser' widget now has the option to provide an autocomplete box before the button. You can enter a couple characters from your desired record (e.g. worker, address, org) to add it to the list, which saves a lot of needless clicks compared to opening the chooser search popup (especially when you already know what you're looking for).
All 'worker' choosers now provide an autocomplete box in addition to the search popup (e.g. owners).
All address, organization, and group choosers now provide an autocomplete box in addition to the search popup.
Added a new 'file' chooser which can be used to upload files through Ajax (without leaving the current page) even when displaying 'peek' popups.
The worker and group choosers will now display an autocomplete box when used inside search filters (and worklist customize).
[CHD-464] Added attachment functionality to comments since they are already ubiquitous, which allows files to be attached to orgs/opps/etc.
[CHD-594] Allow attachments on organizations
[CHD-2065] "worker" and "status" should not be options in the Workflow subtotals sidebar.
When focused inside a group in Workflow, an "all groups" link will now appear to reset the filter in the sidebar without having to manually change the filters.
When clicking on a bucket in Workflow the subtotals sidebar will now focus on that group and all its buckets, rather than displaying just a single bucket. This will save a lot of extraneous clicks.
[CHD-948] Add next/prev links to peek to navigate other messages within a previewed ticket.
[CHD-287] The ability to delete individual messages on a ticket.
[CHD-2110] Ability to search content from Messages tab.
[CHD-2003] The "When would you like to resume this conversation?" option is missing from the peek popup of tickets.
[CHD-1472] Show the 'From:' header in the reply box for spot checking.
[CHD-2108] When there are pending drafts on a ticket, a nasty error will be displayed (if display_errors is on)
The text in the ticket peek popup is now translated.
Comments can now be viewed and added to tickets from peek. Workers can now be notified when leaving new comments from ticket popups.
[Usability] [CHD-2078] Add 'status' to the bulk update popup for Time Tracking entries.
[Web-API] [CHD-2089] The Web-API time tracking interface currently doesn't return the activity_id.
Comments can be added to existing time slips from peek. Workers can be notified when leaving new comments from time tracking popups.
[CHD-2042] Add a quick 'Completed' button to the task display page.
Comments can now be added to existing tasks from peek. Workers can now be notified when leaving new comments from task popups.
Comments can now be added to existing opportunities from peek. Workers can now be notified when leaving new comments from peek popups.
Owners can be assigned to Organization records.
[CHD-1767] Working with Contacts/Companies: Add notes to contacts and attachments to organizations.
Comments can now be viewed and added on organizations from peek. Workers can now be notified when leaving new comments from org popups.
[CHD-450] Allow attachments in knowledgebase articles, both in the worker GUI and the Support Center.
[CHD-2046] Added custom fields to snippets for easier categorization.
[CHD-2140] All the new templates are now available for editing with the Custom Templates feature of the Support Center.
[Platform/Tabs] [CHD-2118] All tab lists will now properly remember the previously selected tab when returning to the page, including plugin-provided tabs and workspaces. This functionality was revamped on: activity, home, mail, address book, datacenter, knowledgebase, my account, and setup.
[Autocomplete/Usability] [CHD-2092] The autocomplete input boxes should automatically highlight the first option in the dropdown menu as you type so you can hit ENTER to quickly continue typing. This also makes it more clear that you can use the arrow keys for navigation (compared to hitting the down arrow key to start things off).
[Drafts] [CHD-1865] Resuming a draft doesn't restore the 'To:' line if it was never edited from defaults.
[Mail/Usability] Added a keyboard shortcut (e) for 'explore' to Mail:Workflow and Mail:Search.
[Comments/Notifications] [CHD-2103] The comment popup will no longer list the current worker as one of the defaults on the 'notify these workers' list. This saves the extra click of removing yourself each time you comment.
Implemented auto-escaping for all template variables. This ensures that any user-provided content will always be displayed as markup text instead of being rendered as HTML. This is superior to the previous solution of expecting official and third-party developers to explicitly use the 'escape' modifier in Smarty for every variable; e.g. {$var|escape}. If there are situations where your plugin functionality depends on rendering HTML from template variables, use the 'nofilter' flag; e.g. {$var nofilter}.
[CHD-687] Ticket worklist 'customize' can display custom field values from non-authorized groups.
[Extras/Translations/i18n] The available language packs have been added to the /install/extras/translations/ directory (previously they were hidden in another GitHub repository).
[Translations/Dutch] Updated the Dutch translation (Much thanks to Niek @ Oxilion.nl!)
[Translations/German] Updated the German translation (Much thanks to yaqwer on the Cerb5 forums)
Upgraded Smarty Template Engine dependency from 3.0-rc1 to 3.0.6-release.
Upgraded jQuery dependency from 1.4.2 to 1.4.4
Upgraded jQuery UI dependency from 1.8.2 to 1.8.7 (this should fix IE9 issues when not running in compatibility mode).
Upgraded jqPlot dependency to 0.9.7r635
Upgraded Twig dependency from 0.9.6 to 1.0-beta1
[Contexts/Autocomplete] Added a context-aware 'autocomplete' service that can be used by any UI functionality.
[Contexts/ACL] Contexts now have a formal way to specify access control for viewing particular objects. For example, the 'ticket' or 'opportunity' contexts can decide if a worker is allowed to view a particular record based on group memberships, etc.
[Contexts/Attachments] Refactored existing attachments functionality. Attachments can now be added to any context (e.g. messages, comments). Any plugin-provided objects can provide attachment functionality with very little implementation work. The same attachment can be linked to multiple records, which is more efficient in terms of storage. Browsing attachments from Setup will display links (filecontext). When an attachment has no links pointing to it, and it's older than 24 hours, it will be removed by the maintenance scheduled task.
[Plugins/Address Book] Added the 'cerberusweb.contacts.tab' extension point for adding new tabs to the Address Book through plugins.
[Workspaces] Workspaces are now a formal database object. Previously they were just unique 'tags' on worklists.
[Contexts/Workspaces] Contexts are now used to add worklists to workspaces. You no longer need to create a workspace 'source' plugin.
[Plugins/Contexts] Implemented Extension_DevblocksContext::getAll($as_instances=false) to make it easier to pull a list of possible contexts for various functionality. The method accepts one argument: whether or not to return the results as extension instances (true) or manifests (default/false).
[Platform/Smarty/URLs] [CHD-2111] Improved the 'devblocks_hyperlinks' Smarty template modifier so that it doesn't include common trailing punctuation in the hyperlink (e.g. http://example.com/.). The new pattern matching should be less strict, as long as an http/https scheme prefixes the URL in plaintext.
[Plugins/Contexts/Notifications] [CHD-2145] Added Context_Notification
[Plugins/Events/Comments] [CHD-1999] Added a new event point for 'comment.create', to process events when new comments are created on any record.
[Plugins/Comments] Added DAO_Comment::triggerCommentNotifications() to make it easier to fire context-driven notifications about new comments using the 'notify workers' pattern.

New in Cerberus Helpdesk 5.2.1 (Dec 8, 2010)

New in Cerberus Helpdesk 5.2.0 (Nov 10, 2010)

[Datacenter] Added an optional 'Datacenter' plugin which provides the ability to manage 'server' objects as a special form of asset tracking. You can add custom fields to track business-specific information per server (datacenter, monthly cost, OS, hostname, etc). While this has some value alone, the real benefit comes from the plugins that can extend the server concept: service monitoring, website management, SaaS management, etc. This plugin adds a 'datacenter' option to the global navigation menu.
[Datacenter/Domains] Added an optional 'Datacenter: Domains' plugin which adds the ability to create website records and relate them to server objects. This plugin can be used to manage corporate sites and properties, or it can provide an easy way for webhosts and SaaS providers to manage deployed sites. Custom fields can be used to track any kind of information on these records. Multiple customer contacts can be associated with a single site. Broadcast can be used on any list of sites; for example: you can easily let a list of affected customers know about maintenance, or you can pitch upsell services to the right segments of your customer base. Broadcast has access to all the fields set on customers, sites, servers, etc. This plugin adds a 'Sites' tab to the Datacenter page, and it also provides a 'Sites' tab on each server display page. It also adds a display page for each site where you can associate links and add comments. This provides a good extension point for automation, and it also brings more information in that you may want to expose to the Support Center portal.
[SDK] Added an SDK to /install/extras/sdk. This includes full examples of most extension points in Cerb5 (e.g. tabs, pages, scheduled tasks, custom fields, etc) that you can copy into your new plugins as needed. There's also a template for plugin.xml and strings.xml which should make creating new plugins easier. You'll also find devblocks-dao.php, which automatically generates the DAO_*/Model_*/SearchFields_*/View_classes for your plugins -- significantly reducing the development time for new ideas.
[Devblocks/Platform/OpenID] Added the LightOpenID library to Devblocks to simplify future OpenID integration.
[Datacenter/Sites/Domains] Renamed the Sites plugin and context to Domains to remove confusion with 'sites' also meaning 'locations'.
[Devblocks/Platform/OpenID] Removed LightOpenID and implemented DevblocksPlatform::getOpenIDService(), our own implementation.
[Support Center] Spun the Support Center off into its own plugin (cerberusweb.support_center) to make room for alternative community portals.
[Style/UI/UX] Added CSS styles for FIELDSET/LEGEND tags, which organize form content in a more aesthetically pleasing manner.
[Platform] Improved the OpenID consumer implementation in Devblocks: max redirects; detection of XRDS redirect to itself; multiple HTTP header blocks; provider delegation from custom domains; normalized URLs; AX/SREG attribute extension support.
[OpenID/Plugins] Added a new OpenID plugin that allows workers to associate OpenID identities with their account and then log in using them. OpenID is very interesting because it provides a viable challenge to the tired username/password authentication scheme for web applications; and instead you're able to choose from decentralized providers to maintain a single identity (and credentials) across multiple applications. OpenID Providers (OP) can use multiple factor authentication (infocards, biometrics, client certificates, phone-to-verify, one-time-password (OTP) devices, etc). As a bonus, if you have an account at several large companies (e.g. Google, Yahoo, AOL) then you already have an OpenID; however, more specialized providers offer more options -- (e.g. Verisign PIP, MyOpenID, etc).
[Update] Fixed a potential bug in the /update process where a patch can clear the flag that marks that the patcher is current.
[Preferences/UI/UX] Improved the look & feel of the My Account pages.
[UI/UX] Improved the look & feel throughout the interface.
[Login/Platform] Added a 'switcher' feature to the login form which allows each login extension to render a link (OpenID, LDAP, password, etc). The preference is saved in a long-term cookie.
[Style/UI/UX] Added 'input icons' to the Cerb5 stylesheet. These render a friendly icon inside text input boxes to give users a hint of the expected data. These can simply be added as classes: input_color, input_date, input_location, input_email, input_money, input_number, input_openid, input_password, input_percent, input_phone, input_search, input_tags, input_url.
[UI/UX/Bulk Update] Improved usability on all the bulk update popups.
[Platform/Views/Plugins] Views are now capable of providing a random sample of worklist rows to any functionality that requests it. This will allow for a lot of interesting functionality: A/B testing with Broadcast, distributed assignment of work, etc.
[Platform/SDK] Updated extras/sdk/devblocks-dao.php to generate View::getDataSample() and DAO::getSearchQueryComponents().
[Platform/Plugins] Converted all the 'file:' template paths to 'devblocks:example.plugin::' paths. This makes plugins templates a lot more flexible, and allows plugins to safely share templates when renderering each others content (especially from cerberusweb.core) without being concerned about the filesystem paths changing.
[UI/UX/Style] Improved the style for page submenus. Improved the knowledgebase article display page (no more IFRAME scrollbars when displaying articles), and the organization display page.
[Portals/Support Center] Improved the Community Portal 'index.php' proxy to parse headers before displaying content, and redirect properly in the event of a 'Location:' header. This allows various functionality for community portals -- like the OpenID authentication handshake.
[Support Center/Address Book] Added a Contact/Person context to the address book. A contact is an individual with a list of verified email addresses (and each address may be associated with a different organization). Contacts are now also the accounts linked to the Support Center, meaning that a single public login can now be associated with multiple email addresses; this removes the annoying requirement of a new account per email address. Addresses that have previously registered with the Support Center will be automatically migrated to a contact record with their existing password.
[Support Center/Security] Support Center account passwords are now properly 'salted' in the database.
[UI/UX/CSS] Improved the look and feel of the global navigation menu.
[Platform/Plugins/Custom Fields/Contexts] Refactored the custom fields functionality to use 'contexts' rather than 'custom field source' extensions. This makes it easier for any plugin-contributed objects to automatically benefit from custom field functionality. An update patch will migrate any existing custom fields + values to the new format.
[Address Book/Orgs] Removed the redundant 'Properties' tab from Org->Display since all the same fields can be modified through the 'edit' peek popup.
[Support Center] Improved the look & feel aesthetics of the Support Center. Modules navigation is now presented as tabs across the top of the page, rather than forcing use of the left sidebar 'main menu'. This removes the need for each module to provide an icon, and it allows the full width to be used by each extension. There is a new login page (also moved out of the sidebar) that can accommodate more interesting authentication processes like OpenID. The Ticket History search feature has moved into its sidebar so it's accessible from related functionality (e.g. display ticket, search results). Added a 'user_styles.css.tpl' template which allows easier CSS overrides without modifying a theme's stylesheet directly. Changed the 'Open Ticket' label to 'Contact us'.
[Support Center] Contacts may have multiple email addresses associated. The fields and custom fields of each address/org can now be modified from My Account.
[Support Center/Account] Added a sidebar to the 'My Account' module which partitions the various settings for better usability and extensibility.
[Support Center/OpenID] OpenID is now an available login extension for Support Center portals.
[Support Center] Account registration and recovery is now handled by the enabled login extension per portal. This provides much more flexibility when integrating Support Centers with user account data from another datastore -- such as billing, forums, LDAP, single signon, etc. Previously, registration was handled by its own module, which forced the email/password paradigm. Now a custom login extension could automatically create an SC account using external data, without end-user intervention. Account recovery (i.e. "forgot password") can now be handled appropriately depending on the authorization credentials; for example, the OpenID login extension doesn't involve account passwords at all, so account recovery involves changing the OpenID associated with the account. When user data is being pulled from a source like forums/wiki/billing, account recovery link can simply involve redirecting the user to the appropriate 'forgot password' URL for an external app.
[Platform/Confirmation] Added a reusable confirmation service that allows various functionality to generate a confirmation code that is later redeemed (such as verifying an email address during account registration or recovery). Arbitrary data can be stored along with the pending confirmation to be restored on redemption; for example, in the Support Center, confirmations include the contact's email address so it can be compared along with the code before continuing.
[OpenID/Contacts] Multiple OpenIDs can be associated to Contact Persons.
[Support Center/Account] Added the ability for contacts to delete their own Support Center account. This releases assigned email addresses and OpenIDs, making it easier to combine multiple fragmented accounts that were previously created for individual email addresses.
[Support Center/History] The open/closed ticket history in the Support Center has been combined into a single list. The last sender is now displayed as a column, and icons have been added to clarify 'waiting for reply', 'needs reply', and 'closed'.
[Support Center/History] The ticket history now displays conversations based on requesters rather than the initial sender -- so the same ticket may show up in the portal for each requester.
[Support Center] Implemented advanced view functionality: editable, required, default, and hidden filters. This makes it possible to expose user-level filters in the UI without security concerns. Using required filters you can sandbox a particular view; such as restricting a list of tickets to only rows where the logged in contact is a requester.
[Support Center] Added a reusable filters template for Support Center views. This functions the same as worklist filters in the worker GUI, allowing user-driven and comprehensive search functionality to be added to any list with minimal effort.
[Support Center/My Account] You can now use multiple advanced fiters to search ticket history, including: recipient, status, created, updated, mask, subject, and message content.
[Address Book/Contacts] Registered contacts can now be browsed from the address book. These are community members that have registered with one of your Community Portals like the Support Center. Displaying a registered contacts shows their verified addresses and entire ticket history. For each record you can leave comments or establish context links to other content.
[Platform] The 'pretty timestamps' provided by Devblocks will now show in months (3mo) or years (5yr) when the number of days gets high enough. Both measurements are approximate, but likely far more user-friendly than '500d' or '3857d' labels.
[Support Center] Each Support Center portal can now have multiple login extensions (e.g. password, OpenID, LDAP) enabled simultaneously. This allows savvy community members to use OpenID without replacing the email+password default option entirely. This also allows admins to disable logins, or force a particular login method (such as a private SSO provider).
[Support Center/History] Contacts can now choose from their list of verified email addresses when replying to tickets through the Support Center.
[Support Center/Contact] The 'contact us' form in the Support Center will now provide a dropdown of verified email addresses to use for 'From' when the visitor is logged in.
[Support Center/Sharing] [CHD-614] Support Center (SC) contacts can now share the email history for any of their verified addresses with other registered accounts. This allows companies to create a manager account in a vendor/provider's Support Center that can view the history for all linked addresses from individual team members. From 'My Account' in the SC you can show/hide addresses that are shared with you, and control you can see the history for each of your addresses. Hiding shared addresses will remove them from your history, but it won't remove the sharing link (i.e. you can always re-enable it). This has been a long-time requested feature in Cerb, but it was delayed while we thought about a solution that didn't require helpdesk workers to be responsible for verifying who should have manager access to customer data. The control of access to a contact's private data is best done by each contact themselves -- as this is much less susceptible to social engineering.

Cerberus Helpdesk Changelog

What's new in Cerberus Helpdesk 7.0.4

New in Cerberus Helpdesk 6.8.3 (Nov 12, 2014)

New in Cerberus Helpdesk 6.6.0 (Feb 5, 2014)

New in Cerberus Helpdesk 6.5.4 (Jan 20, 2014)

New in Cerberus Helpdesk 5.7.2 (Mar 15, 2012)

New in Cerberus Helpdesk 5.7.1 (Jan 31, 2012)

New in Cerberus Helpdesk 5.7.0 (Jan 10, 2012)

New in Cerberus Helpdesk 5.6.3 (Nov 18, 2011)

New in Cerberus Helpdesk 5.6.2 (Nov 9, 2011)

New in Cerberus Helpdesk 5.6.1 (Oct 25, 2011)

New in Cerberus Helpdesk 5.6.0 (Oct 6, 2011)

New in Cerberus Helpdesk 5.5.2 (Sep 2, 2011)

New in Cerberus Helpdesk 5.5.0 (Aug 9, 2011)

New in Cerberus Helpdesk 5.4.6 (Jul 7, 2011)

New in Cerberus Helpdesk 5.4.5 (Jun 29, 2011)

New in Cerberus Helpdesk 5.4.4 (Jun 14, 2011)

New in Cerberus Helpdesk 5.4.3 (Jun 3, 2011)

New in Cerberus Helpdesk 5.4.2 (May 25, 2011)

New in Cerberus Helpdesk 5.4.1 (May 16, 2011)

New in Cerberus Helpdesk 5.4.0 (May 10, 2011)

New in Cerberus Helpdesk 5.3.3 (Mar 8, 2011)

New in Cerberus Helpdesk 5.3.2 (Jan 27, 2011)

New in Cerberus Helpdesk 5.3.1 (Jan 24, 2011)

New in Cerberus Helpdesk 5.3.0 (Jan 18, 2011)

New in Cerberus Helpdesk 5.2.1 (Dec 8, 2010)

New in Cerberus Helpdesk 5.2.0 (Nov 10, 2010)

New in Cerberus Helpdesk 5.1.2 (Oct 28, 2010)

New in Cerberus Helpdesk 5.1.1 (Sep 21, 2010)

New in Cerberus Helpdesk 4.3 Build 942 (Sep 29, 2009)

New in Cerberus Helpdesk 4.2.1 Build 914 (Jun 10, 2009)

New in Cerberus Helpdesk 4.2 Build 910 (Jun 3, 2009)

New in Cerberus Helpdesk 4.0 Build 877 (Feb 23, 2009)

New in Cerberus Helpdesk 4.0 Build 809 (Nov 26, 2008)

New in Cerberus Helpdesk 4.0 Build 781 (Oct 31, 2008)