Version 24.10 of the i-net HelpDesk provides you with a new way of creating tickets in the Forms plugin. With the help of forms, you can control what information you need from end users to create a ticket without them having to use the complex interface of the Tickets application. The display of both ticket fields and ad-hoc defined fields is controlled by means of conditions. This means that both very simple and complex query forms can be created.

In addition to various improvements, e.g. in the Task Planner, there are a number of new features in the Tickets application. These include the significantly improved timeline with additional actions on individual editing steps, the automatic pre-assignment of the resource when selecting a category when creating a new ticket and the optional hiding of tickets that are not directly assigned to a resource - to name just a few.

• The parser.pdf plugin replaces the previous decoder.pdf plugin

• LDAP and Other Connections can be checked with Validate buttons and also no longer show outdated connection validity labels.
• Greatly improved search performance in the configuration.
• MariaDB officially supported as a main database type - next to MS SQL, MySQL, and Oracle.
• Creating a ticket always requires a text and/or a subject for all types of users (supporter, dispatcher, enduser).
• Can activate/deactivate the creation of new users in tickets application via configuration option.
• New search tag “Bundle-subticket” to find or exclude bundled tickets from the search. Ticket views that are grouped by user-defined fields do not count bundled tickets.

Fixed Bugs

• Ticketviews grouped by "My Resource" do not show tickets from other resources granting access to the user via ticket sharing.
• The auto-escalation warning was sometimes not refreshed correctly if the configuration of the auto-escalation replacement ticket action changed.
• The auto-escalation ticket action did not leave the ticket in the correct custom status.
• The Ticket ID reference of a third party system is applied also with an active MAIL_NEW_IN JavaScript trigger.
• The sorting by classification was not alphabetical in the list of tickets.
• Correctly display the value of open ticket field 1-7.
• The removal of unused locations in the maintenance application resulted in errors in the UI.
• Deleting a user being supervisor of a user class resulted in errors in the user class UI.
• It is checked that bundle slaves are not linked as itil primary or itil secondary, and that itil primary and itil secondary are not bundled as slaves.
• It is checked that parallel tickets of processes are not linked as itil secondaries and that no process is started on itil secondaries.

• Enabled the ability to import asset fields "location", "vendor", and "SLA" - note that if there is no respective entry with the name of the imported field value, a new one will be created.
• Added more information to the preview entry box in case the unique name reference is not configured correctly. This will help explain why no entries are being found in this case.

• Forms provide a standardized way to create new tickets.
• You can easily create, validate, and preview forms for different scenarios, like user feedback.
• Forms simplify the process for end users, eliminating the need for complex ticket creation.
• Support agents can use forms to create standardized questions for customers.
• Sharing options control who can use and complete forms.
• Forms use condition-based setup to display additional information based on prior input.
• Forms can utilize ticket-specific fields or new custom fields, which are inserted into the ticket body.

Fixed Bugs

• When deleting archived assets in maintenance, correctly display the fields in the preview.
• Correctly display the value of currency fields (price) in the list view.

• A conversation can be restarted, even if the supporter has ended the session. It is a shortcut which creates a new ticket, keeping the history intact.
• The conversation can be downloaded as plain text file directly from the list of messages.

Fixed Bugs

• The active processes are now sorted by ticket ID in the 'Process' view.

• If categories have assigned resources in the configuration, the takeover of the resource can be controlled during ticket creation and editing. The behavior can be changed in the configuration of the categories. By default, supporters are asked in the tickets application whether they want to take over the assigned resource when changing the category.
• Ticket views that have been grouped by, e.g. resource, and thus support a hierarchy, can be configured to contain only the directly assigned tickets instead of all tickets, including the ones of sub-resources.
• Additional information about an editing step is displayed in the conversation if the space is available. These can be: Details, Duration, To, From, CC, BCC.
• Additional information is optionally displayed in the timeline, which is organized in a settings dialog. The columns, the order and a display option are adjusted there.
• A selection of processing steps in the timeline provides - depending on the type of steps - the actions ''Print'', ''Copy text'', ''Reply'' and ''Reply to all recipients'' and the creation of a ''new email'' with the text of the step.
• The search functionality on the ticket page now includes a feature that extends the search scope to include the details of a ReaStep.
• In the standard and expert layout of the ticket list, the sorting of the "Ticket" column can also be changed in the column header. It is rotated through the columns it contains. A click with the Shift key pressed only changes the sorting direction.
• In a ticket view with tabs, attachments can be dragged into the conversation tab, for example, even if this is not the active tab. When dragging an attachment, the mouse must be moved over a tab to switch to it immediately. If an edit is active there, the attachment can be inserted directly.

Fixed Bugs

• Deactivated users were selectable for ticket shares even though it had no effect since they had no access to the ticket system.

• Task planner actions referencing ticket IDs will now be executed multiple times - once per job - if more than 1 job provides a ticket ID placeholder, e.g. the "Create Ticket via Quick Ticket" job.
• Ticket jobs which take ticket IDs also now will correctly run for each ID if more than one is given, separated by space, semicolon, or comma.
• The Run Formula Job supports setting a Condition of which value is expected. This enables you to then filter Result Actions based on whether this condition was fulfilled or not.
• There is a new action called "Add Autotext To Request Action", which is able to add an autotext to the inquiry of a ticket or to the last editing step. This used to only be available as a task planner job.
• There is a new Ticket Change trigger type which causes the trigger to fire whenever a specific ticket field is changed in any way.
• Changes in Ticket Shares can be watched for with this trigger.
• Ticket trigger filters now allow for filtering for ticket owners by user fields which are dates or datetimes.

Fixed Bugs

• The Ticket Change Trigger, when set to trigger only if changes caused conditions to be fulfilled, would trigger when any changes to master tickets were made whose slave tickets already fulfilled the condition of the ticket change trigger.
• The ticket field list in Task Planner components did not refresh when adding or removing ticket fields in the configuration.
• The "High Workload" trigger did not correctly check custom ticket fields for the value that had been provided in the trigger.
• Ticket filter triggers which are set to check for ticket field values of fields that have been deleted will no longer treat all tickets as fulfilling the condition.
• Custom ticket fields which contained time values were not correctly checked for ticket filters.
• Only display users ITILs they have access to.
• It was not possible to use a placeholder for the appointment date in the "Termin Vereinbaren" ticket action in the "Apply Action" task action.
• If an "Add Autotext" job referenced an autotext that was limited to certain application areas, then at runtime, the task could experience the error "Unexpected error: No Autotext found"...now any autotext that can be chosen within the Autotext job will work at runtime.
• Setting values of custom ticket fields with the "Set Ticket Field" action could have no effect if the custom ticket field had a non-text value type.

• Added Gemini, Claude, and Mistral support as AI Providers.

• For calendar triggers and series, added the placeholders calendar.event.startDatePretty and calendar.event.endDatePretty which use the server timezone to create a more readable form of the dates.

• The connections for voice and video calls have been switched from a peer network to centralized control by the CoWork server. This allows multiple participants in a call with lower bandwidth utilization of the clients.
  • Attention: The ports and the public NAT address can be configured in the configuration so that calls can be made via the server. Please adjust the settings in the firewalls if necessary.
• The resolution and frame rate of the webcam and shared screens can be changed in the settings.
• Update Bouncy Castle encryption library to FIPS-certified edition. FIPS certification ensures cryptographic modules meet rigorous security standards, enhancing security and trust.

• Meeting room administrators can remove individual members from meeting rooms. The action for this can be found in the options menu behind the user in the member list.

• The language of the DeepL Task Planner job can now be set via dynamic placeholder. The value should be one of the language keys, e.g. EN or DE.

• Added feature to mount external services like Google Drive, Dropbox or FTP into the servers Drive
• Added feature to create links to folders. The links can have different permissions.
• Structural adjustment of the internal data structure for performance optimisation
• Added event log for drive operations

Fixed Bugs

• Activating/deactivating plugins with file extension for Drive now updates the data for the search.

• Filename encoding for connections with SFTP Servers can be changed using VM argument "sftp.encoding", e.g. "-Dsftp.encoding=BIG5". Note: it is not supported in case of SFTP Server implementing SFTP version between 3 (inclusive) and 5 (inclusive).

• Added options to send an additional body content instead of just the JSON field.

• In the channel list, members have an options menu that can be used to start a direct message or enter a mention in the input field. This is also possible via the context menu of a message.

Fixed Bugs

• The admin user could not send a bot message if the user had no channel privileges. This was intended to be possible.

• Support for Boxed Bar Chart

• Update Bouncy Castle encryption library to FIPS-certified edition. FIPS certification ensures cryptographic modules meet rigorous security standards, enhancing security and trust.

Fixed Bugs

• Fixed a potential error that could occur when deleting a user in the background while the user's data was being changed at the same time.
• Fixed a potential error that could occur when attempting to reactivate or deactivate a user which had already been deleted.

• MS Teams Webhooks can now be changed in the configuration without needing to modify Task Planner tasks which referred to them.

• Azure AD / Entra ID supports group names for authentication groups.

• Made the plugin more versatile to be available for the reporting, PDF comparison and drive applications
• Added PDF preview rendering for the Drive application

Fixed Bugs

• In the HTML editor, some images copied from external sources were not recognized as attachments and generated a very large text.

• In the reporting job, the data source of the report can be overwritten if the user has the permission for data sources.

• Weblog data sources also allow the parsing of *.csv files as a replacement for the obsolete CSV driver.
• Users can directly open report files rendered using the html.zip export format stored in the Drive.
• Enlargeable images that extend beyond their parent section are no longer cut off at the bottom of the page if they fit on the next page.
• A new value fullmerge has been added to the CellDistribution parameter for the XLSX, ODS, and XLS export formats. This value allows all cells of an object to be merged into a single cell.
• Support for Boxed Bar Chart
• In left-aligned text, any whitespaces at the end of the line are also output.
• Additional report URL locations is checked with complete folders and not just with a simple startsWith.
• For divisions in formulas or totals, the numbers are now converted to fixed point numbers with a higher tolerance in order to minimize rounding errors.
• Embedded images (HTML Basic and Markdown) are also output in the editable DOCX export format.
• Subreports that do not start at their top position and if a Keep Together flag applies, may not use all the available space on the next page, but are cut off too early.
• ToWords formula function added for the Indonesian language.
• The behavior of “To SQL” in the database wizard has been improved so that quoted alias names are also recognized and references of columns with alias names are better matched.

Fixed Bugs

• Some elements of SVG graphics were missing in PDF format.
• The fields in crosstabs contained position frames, although the report was exported as editable files in Microsoft Word format (DOCX).
• Prevents a rare NullPointerException in cache management which led to an Internal Server Error (500).
• SVG output format for report which show a prompt dialog.

Security Fixes

• Enables the master password to be deleted. The master login button is now hidden via a new flag.
• PDF files exported using encryption could be opened with Safari without a password if only the user password was set.

• Docker Images are available for amd64 as well as arm64v8 platforms. That means that pulling an image by it's tag will automatically load a platform specific docker image.
• Remote Recovery can also be used via HTTPS if it is configured in the server.

• The file change trigger supports now the integration of other sources, such as the Drive plugin.
• The Next Task trigger provides the option to pass any placeholders from the current task on to the next task along with a prefix which can be prepended to the placeholder key names.
• Tasks in the list can now be filtered down by their name - quickly find your tasks this way.
• When deactivating users who have tasks, a notification will be generated for administrators in the notification group "Task Planner Warning (Admin)".
• Result actions can be moved forwards and backwards in the result action order with the options "Execute earlier/later". This is helpful for cases in which the order of these actions matters.
• The e-mail action has an optional setting for the sender.

• With the new CoWork function "Waiting queue", members can submit consultation requests to other users by drawing a waiting number. The requests can be viewed and managed in a separate dialog.

• Update Bouncy Castle encryption library to FIPS-certified edition. FIPS certification ensures cryptographic modules meet rigorous security standards, enhancing security and trust.