• Push is the new default setting for email retrieval. If there are problems with the mail server, you should switch back to the old interval check.
• When setting the resource of a ticket in a JavaScript trigger (table.put("resbezeichnung", "Resourcename")) and the resource is a sub-resource, the full path of the resource in the form "mainresource/subresource" must be specified. Using only the name of the sub-resource is no longer supported.

• The email header "Auto-Submitted:auto-generated" is no longer detected as auto-reply, like it has been in 25.4. To restore that behavior (even tough it violates RFC 3834), go to configuration->receive email->Headers for detecting auto-emails and add an entry for header Auto-Submitted auto-generated.
• Ticket view for unread tickets: As unread tickets are no longer related to the status of the ticket, a view cannot search for unread tickets using a search expression. The previous view for unread tickets will no longer work, a new view "Unread Tickets" was added. If a view must find only unread tickets, then it has to depend on the view "Unread Tickets".
• SQL queries are no longer supported for the ticket field "identifier". Use a different or newly created field instead.

The old Ad Hoc templates, which were created by the users, were previously saved in the HelpDesk database. These templates are now copied to the user home directories in the Drive so that they can also be accessed with the new Ad Hoc.

The JavaScript triggers are now stored in the configuration instead of as external files on the server. This simplifies things, but it means that running a backup or restoring a backup of the configuration will also include the JavaScript triggers.

With the removal of the Destop Application for Supporters, several functions were migrated into the Configuration application.

Ticket Settings

• Translation/renaming of the ticket fields
  • From: in the desktop application (dialog modification)
  • New: in the configuration, category Ticket Fields
• Setting mandatory fields for end users, dispatchers, and resource employees
  • From: in the desktop application (dialog modification)
  • New: in the configuration, category Ticket Fields
• Setting the auto value for the identifier field
  • From: in the desktop application (dialog modification), Identifier field
  • New: in the configuration, category Default Values
• Setting the default Priority and the default ITIL value
  • From: in the configuration, category Default Values
  • New: in the configuration, category Ticket Fields
• Setting default values for other Ticket Fields
  • New: in the configuration, category Ticket Fields
• Hide ticket fields for Supporters
  • New: in the configuration, category Ticket Fields
• Setting of selectable values for custom fields
  • From: in the desktop application (dialog modification), using the description with *# syntax, only for custom fields 1-3
  • New: in the configuration, category Ticket Fields, with the help of a table for selectable values, for every custom field 1-7
• Setting the visible ticket fields for end users
  • From: in the configuration, category Edit (end user)
  • New: in the configuration, category Ticket Fields
• Disallow endusers to change their user data at all
  • From: Option in configuration, category "Desktop Application", "Fields in 'user data' tab are read-only"
  • New: Option is removed, change the editability of each field individually in configuration, category "User Fields"
• Allow resource-members to change other users data
  • From: Option in configuration, category "Desktop Application", "Require privilege to 'Manage Users and Groups' for changing user data"
  • New: Option is removed, user always need privilege 'Manage Users and Groups' to change other user's data

User Groups / User Classes

The previous User Groups have been renamed to User Classes. The configuration was previously carried out in the desktop application, and can now be done in the configuration, category User Classes.

All functions (supervisors, default priority, default resources, possible extended multi-client capability) remain the same.

Workflows

Workflows have already been replaced in version 23.4 by the parallel tickets using processes. These can map all the functions of a workflow and have even greater flexibility. Processes are defined in the configuration application, category Processes.

Mobile Apps

Mobile apps for iOS and Android are deprecated and do not work with version 24.4 and later. By installing the tickets application - or any other web application for that matter - as PWA, you have access to all new features.

AddOns

AddOns only worked for the Desktop Application for Supporters and are therefore obsolete. Many functions are supported by default in the web application, for others there are alternative solutions. The following list explains whether and how the old function can be transferred to the web application.

• AdditionalFields: It is no longer necessary to display and change a separate table, as new fields can always be added to existing data (tickets, users and assets) without having to adapt the table structure. Use an external website to display external data. See point Links.
• ChangeAction: The option to change actions in the post-processing is no longer available. If the possible actions for certain employees have to be limited in order to avoid confusion, this can be realized via the allowed actions in the application Users and Groups. If the possible actions in certain situations or steps of the ticket processing have to be limited, a Process can be created, which specifies the exact work steps.
• ChangeReaTime: The option to add processing times is available by default. You can activate this function in the [Configuration](/configmanager/page/configuration.ticket.ticketsettings/dialog/helpdesk.main.ticket editing), category Editing.
  • When updating to version 24 or newer, an addon of this type is automatically migrated to the corresponding option.
• Links: Additional links to internal or external pages can now be realized in two different ways:
  • Link fields: Link fields can be created for users, assets and tickets via the respective field settings in the configuration. To do this, a user-defined field with the data type External link must be created. A URL can be stored here, which is generated from data of the associated ticket/asset/user with the help of placeholders.
    • Examples: http://dataserver.company.com/data/{identifier}, /ticketlist/view/itilmaster.ticket{ticketid}, /report?report=drive:/Abrechnungen/Rechnung/MailInhalt.rpt&prompt0={ticketid}
  • Embedded websites: The additional plugin "Embedded Websites" makes it possible to link additional components on the start page, which users can then access. These appear as an additional 'tile' on the start page. This is useful for external tools that do not require a reference to a ticket or asset.
  • When updating to version 24 or newer, addons of this type are automatically converted into link fields.
• MessageDeliverer: The CoWork application, which also supports various channels and video chat, is available for text chat.
• ProgrammExecute: Direct execution of local programs from the browser is generally not possible for security reasons. However, there are alternative solutions:
  • Start programs, e.g. VNC, Zoom or Microsoft Teams
    • URL protocol: many programs now support calling using their own protocol, e.g. vnc:// or zoom://. These can be used in link fields, see Links.
    • Custom protocol: See under Open local and network files.
  • Open website: Instead of starting a browser to display an external website as before, either the plugin "Embedded Websites" (for websites without ticket-related parameters) can be used or a ticket field type Link (for ticket reference) can be added. See point Links.
  • Open local or network files
    • Own web server: This would be the solution we recommend for opening files remotely. You run a web server on the system on which the files are located and link to this web server using a link field.
    • Custom protocol: Another option is to register a custom URL protocol on the client systems, e.g. "internalfileopen:", which can then open local or network files on the client system or start a program via URL (e.g. "internalfileopen://c:/myfile.pdf"). A simple .reg file can be used to create this protocol in the Windows registry. Please contact our support for further details.
  • When updating to version 24 or newer, addons of this type are automatically converted to link fields if the addon has only opened a web URL or started a known program with an existing URL protocol, e.g. VNC.
• ReportLink: Replaced by ticket links, see point Links.
  • When updating to version 24 or newer, addons of this type are automatically converted into link fields.
• SMS & SMSDlg: not available in 24.4. An alternative solution is to call up an external website that displays the required SCCM data. Ticket links and the "Embedded websites" plugin are available for this purpose. See point Links.
• TabList, TreeFields, TreeList: not available in 24.4. An alternative solution is to open an external website in a new browser tab to display the desired list/tree structure. See point Links. A tool that we can warmly recommend for this is the open source tool Metabase: https://www.metabase.com/start/oss/
• WeitereFelder: Additional fields can now be added and hidden by default. See the configuration under Ticket fields.

Plugin Add recipients to CC

This plugin is obsolete. The function is taken over by the ticket field CC recipient (autocc), which stores all email addresses per ticket that are automatically set to CC.

• When updating to version 24 or newer, previous entries for CC recipients are automatically migrated to the new field.

Stopwatch

The ticket application on the web supports a stopwatch function, similar to the obsolete Desktop Application for Supporters. In addition to significant improvements, there are a few behavioral changes:

• Start of the stopwatch: Previously, the stopwatch started when entering and thus editing the ticket. Since only one user could edit at a time, only one stopwatch time was possible.
  • The new stopwatch starts when the ticket is opened, not when it is edited. This means that working time that is only spent reading through a ticket can be recorded automatically. As a result, it is also possible for several supporters to stop their times for the same ticket at the same time.
  • If permitted, the stopwatch can be started and stopped manually at any time.
• Stopping the stopwatch: As before, the times are recorded and logged when the ticket is exited. The previous option of asking with a pop-up whether the times should really be recorded now is no longer necessary. This function is no longer required thanks to the setting of a sensible start delay and the option to stop/reject the stopwatch time manually.
• Delayed start time: Previously it was possible to configure a delay of one minute, now the delay time is configurable.

Reports

• The repository will be replaced by i-net Drive, which contains more functions.
• i-net Drive does not support a .directoryName file to give a directory a different display name. However, you can freely rename the directory and use umlauts or special characters.

Email Sender

• Manually entering a sender email address is no longer allowed by default. If this behavior is still desired, it can be re-activated with the option "Allow custom entry of sender email address" in the configuration dialog "Sending Emails".

• The options for Auto Texts have been changed: the checkboxes now exclusively determine for which action the Auto Text is offered - regardless of a user's permissions. Restricting an Auto Text to certain user groups is now done via the publishing options.
• If you previously restricted the Auto Texts to certain user groups (supporter, end user or dispatcher), you must check your Auto Texts and restrict the publishing options if necessary.
• Auto Texts that should only be offered for supporters/end users can be published directly for the group ''Supporter''/''End user''.
• The Auto-Email templates are migrated to a new folder structure. During this migration, the HTML templates are optimized to remove the unsupported global formatting. The font set in the default values will be applied when sending the auto-emails.
• The files of the sub-templates of Auto-Mails have been renamed. If they are used e.g. in Javascript triggers, they have to be adjusted manually.
  • subtemplate_html.txt --> subtemplate.html
  • subtemplate_text.txt --> subtemplate.txt
  • subtemplatelaststep_html.txt --> subtemplatelaststep.html
  • subtemplatelaststep_text.txt --> subtemplatelaststep.txt
• The WebAPI Json to apply an action to a ticket now requires a String instead of an Integer for the actionId field
• Desktop Clients for Supporters with version 20.10 or older need to be updated on all client machines.

• Introduced new option in Configuration/Reading Emails: Emails being sent to multiple mail accounts will only be read by first account avoiding the creation of multiple tickets
  • In order to make this option work you need to set the correct email address each mail account is reading.
  • If the user name of an account appears to be an email, setup will set this email address as account email address. If not, you will need to set this manually.
  • Go to Configuration/Incoming Mail and check whether Account Email Address is properly set.
• Tickets WebAPI was modified to state more clearly the purpose of the fields entry while creating and updating a ticket.
  • For create action the JSON field: fields was renamed to ticketFields
  • For apply action the JSON field: fields was renamed to stepFields
  • For both, create and apply action the JSON field: extensionArguments was renamed to actionArguments

• When migrating from before 21.4 (20.10 and lower)
  • When reading emails via an email-account to create new tickets and you have configured the category for the account, then now the resource assigned to the category is applied to the ticket
  • If you do not want automatic dispatching of new tickets from emails but you are using categories with assigned resources, then you must leave the category empty in your email-account.
• The permission Define public Auto-Texts has been removed. Now supporters can share their Auto-Texts with all users when having the "Define Templates" permission granted.
• All users who should be able to share their Auto-Texts (make them public) have to have the permission "Define Templates"

The migration of i-net HelpDesk is not complete until the indexing of the tickets is finished. Indexing runs in the background and can take up to several hours, depending on the number of tickets. In extreme cases, the indexing time can be up to 30-60 minutes per 10,000 tickets.

Important: During indexing, certain functions are not yet available. These include, for example, the display of the ticket count in the web client, as well as missing results in the search. The status display of tickets does not correspond to the current status during indexing.

The indexing status can be checked in the application Maintenance -> Cache/Search index.

It is recommended to perform the update at a time when the i-net HelpDesk is less busy.

Behavior changes

• Resource Memberships: Sub-resources no longer give access to the main resource. As a result, Setup adds supporters who were previously members of only one sub-resource to the main resource during the update. Since these supporters are now directly members of the main resource, they also receive the permissions of this resource.
• Task planning: Due to the changes for the triggers and series of the task planning, existing tasks should be checked for their functionality.

Configuration settings

The following configuration settings have been applied to the browser-based configuration application of the server:

• New: General -> Company Data
  • Before: "Options" menu, "Advanced" tab -> "Company address"
• New: Security -> User and Groups -> Default Values
  • Before: "Options" menu, "Advanced" tab -> "Default user location"
• New: Security -> General -> Tickets -> Default values
  • Before: "Options" menu, "Advanced" tab
    • ITIL value of new tickets
    • Reactivation time of closed tickets
    • "Send and end" in
    • Font and font size
    • "No formatting for new work steps"
• New: Components -> Client -> End user / Customer -> Visible ticket fields
  • Before: "Options" menu, "Dialog modification" tab

Knowledge base as web application

As of version 8.1, the knowledge base is no longer available in the Java client but exclusively as a web application for supporters and end users/customers. Prerequisite is the right Access to knowledge base.

The knowledge base has been completely redesigned. Knowledge base articles are stored in the database in their own tables without reference to tickets of the order processing. The Inquiries and Orders modules no longer contain a Knowledge Base field. Tickets can be made available for the knowledge base with a mouse click on the Create as article button.

For details on operation, such as creating new articles or converting tickets into articles, please refer to the online help.

The migration of existing articles from the Java client to the web application is shown in the following overview:

Important: Articles created manually in the knowledge base will always be migrated, keeping the respective permission level.

Special case: Publish for experts only

Until version 8.0, the "Knowledge Base" field had a default setting of "Publish for experts only" in the Options menu, Advanced tab. This setting is taken into account.

• Variant 1: The default entry was not changed.
  • consequence: Tickets with the entry "Publish for experts only" will NOT be migrated. Migrated are all public items and items for location/customer.
  • Background: Nothing changes for supporters when searching for ticket details in order processing. The new concept only prevents the unfiltered forwarding of tickets to the knowledge base.
• Variant 2: The default entry has been changed.
  • Consequence: in addition to the articles under point 1, the articles for experts are also migrated.

Important: Add-ons are NOT supported in the web application. Add-ons are only available in Java dialogs. If you have set up add-ons in the Java-based "Knowledge Base" module prior to version 8.1 of i-net HelpDesk, e.g. to call reports, these add-ons will no longer be available in the web application without replacement.

Default language

The previously existing field for setting the default language in the "Options" menu, "Advanced" tab has been removed.

• By default, the client tries to determine the language of the computer for Java or for the browser when starting.
• If the language is German, the German field labels are displayed.
• For all other languages the labels of the dialogs are displayed in English.
• If the local language setting cannot be determined, then the client falls back on the language setting of the i-net HelpDesk web server (DE or EN).
• Of course, in the "Language" field of the user master data, the "Default" setting for the user can be changed to "German" or "English".

• New userdefined function "getFieldValue", which can be used in reports to get a value of any ticket field, including custom field. This proves handy when extending existing reports with new custom fields.
• New column in ticket list displaying with an icon whether a ticket is read or unread.
• The documentation now includes the default reports that are added to the Drive during i-net HelpDesk setup.
• Ticket view and list reflect changes of ticket owner data in real time.
• New configuration option to create a new ticket instead of rejecting emails referring a ticket in their subject line when the reactivation time has expired the ticket. When enabled, the ticket ID is ignored and a new ticket is created, rather than sending an error message to the sender. This option can be configured in the Configuration under Ticket -> Settings -> Processing -> Defaults.
• Can set individual icons for each category and each location.
• No longer show "Anlage manuell hinzufügen" as allowed action as it has no effect.
• Added new search tags for Tickets: Tags:"Authorized" and Tags:"Not authorized".
• The visibility of ticket fields can be configured more precisely: Fields can be visible, deactivated or only usable for the system. Additionally a field may be write-protected.
• New email retrieval methods, push and permanent connection, have been added. Push is the default.
• New report listing a user's permissions, allowed actions, and group memberships.
• Action "Benutzer Kommentar" uses the new status "Benutzer kommentiert" as follow up status.
• Email accounts can be deactivated individually in the mailbox settings. Deactivated accounts are not checked for new emails but can still be tested.
• Depending on their context, JavaScript Triggers can now use and set any ticket or user fields, including custom created fields.
• Changes of ticket fields and attachments can always be performed by system tasks of task planner, regardless of the configuration setting.
• Max length of field "Email" in resources was changed from 250 to 500.
• Configuration setting "Contents can be edited after closing a ticket" no longer affects deleted tickets. Deleted tickets cannot be changed manually, only by the system or by Task Planner system tasks.

Fixed Bugs

• In the configuration, the option "Use SQL query to load selectable values" is no longer available for predefined selection fields when setting up ticket fields.
• If a ticket text field's name contained an umlaut, it was not correctly replaced if it was used as a placeholder in an autotext.
• When supplying a ticket field while applying an action, it now also checks if the current user is allowed to change that field according to the allowed actions.
• When adding a location, the list no longer shows a red X icon before the changes are applied, and custom icons are now visible immediately.
• In the location configuration, unsaved new locations can no longer be deactivated; they must be saved first. Previously, deactivating a newly created unsaved location caused it to disappear entirely.
• Importing assets or users from files located in drive works again.
• Resource dropdown menu in category dialog correctly shows icons of resources.
• After renaming a category, its subcategories are still shown under the correct parent category in the configuration.
• Fixed Javascript triggers incorrectly providing the ticket subject as the value for the "subject" parameter in triggers for incoming mails, instead of the mail subject.
• The Set computer name at login feature now also supports dual-stack environments (IPv4 and IPv6) as well as servers with multiple network interface cards.
• Performance improvement when using SQL queries for values of ticket, user or asset fields.
• Fixed an issue where changing a predefined user field (custom1-6) to a non-text data type could prevent HelpDesk and Recovery from starting.

• In the configuration dialogs for priority and status, sorting the list by name or ID/value can be selected.
• The ticket and step Web API responses contain additional *_display keys and values for attributes and fields that have a different display value, e.g. for resources.
• Sub resources are always shown with its parent resource. This also applies to the ticket search.
• Data filterns in Adhoc dataviews for tickets supports operators such as "starts with" or "ends with".
• Placeholder in Auto-Emails has been slightly changed.
  • "workflow" is no longer set.
  • "resmsgtext" is no longer set.
  • "letzterbearbeiter" no longer returns a value when that user was deleted.
  • Removed function "getValueModification" for reports as it had no effect.
• The headers for detecting automatic email responses can now be configured more precisely.
• Added new AI-powered text rewrite to the ticketlist text editor
• The classification and handling of tickets as read/unread has been improved.
  • The "Unread" state is now independent of the status. This means that tickets can be marked as read/unread in any status (requests, closed tickets).
  • Individual processing steps can be marked as read/unread. This makes it easier to see which new changes a ticket contains.
  • Tickets and processing steps are marked as "read" with a delay (configurable), so that the user can recognize the new changes to the ticket.
  • Supporters and endusers have their independent marking as read/unread. Thus, changes can mark a ticket as unread for the enduser and/or for the supporter, supporter/enduser can "read" these changes independently of each other.
  • Tickets can be marked as read/unread in the tickets application at the touch of a button.
  • In ticket actions, you can configure whether an action marks a step as unread.
• SQL-Queries for selectable options in fields are now configured in the configuration category of the corresponding field (ticket, user, asset). Dynamic values from the query can be combined with static values. Can now configure a query for any custom field with type "Selectable Values".
• Users can search for unread tickets using the tag: Tags:"Unread".
• Add list of bundled secondary tickets to the WebAPI response of ticket information using field bundledSecondaryTicketIds
• The WebAPI list of ticket steps also contains secondary ticket steps with their originating ticket IDs.

Fixed Bugs

• The ticket search filter Tags:"Read-Only Permission" and Tags:"Read and Write Permission" has only considered the resource memberships and not the permissions Read All Tickets and Edit All Tickets.
• Setting the datafield "suppressaction" in the javascript trigger for new tickets via email no longer affects emails for existing tickets.
• Adding multiple categories in one step no longer results in corrupt categories.
• Saving categories in configuration no longer removes the empty option from the list of selectable categories.
• Forwarding tickets to other resources without changing the ticket status now also leaves the read/unread information unchanged.
• The placeholder "{subtemplatelaststep}" in auto emails returns the latest processing step.
• A corrupted value of email accounts in configuration no longer disrupts the start of the server.
• Detection for automatic email responses works also if the header value contains uppercased letters.
• Fixed potential causes of users permanently blocking a ticket even after leaving the ticket.

Security Fixes

• Blocks the execution of *.rpt files in tickets.

• New option in configuration to more precisely control the visibility of emails for endusers.
• Locations (customers) can now be deactivated and reactivated in configuration. Deactivated locations can be deleted permanently in maintenance.
• When reading emails and creating new users, a deactivated location will be used for the new user instead of creating a new location with the same name.
• Added configuration option "Tolerated Failures Before Notifying" to control how many consecutive failures may occur when attempting to read mails from a server before sending a notification.
• Added autotext placeholder {ticketIdInteger} for getting the ticket number without any punctuation or additional information, e.g. "1234" instead of "1,234".
• Added new ticket field type "Rating" which is displayed as a 5-star rating (from 0 to 5) in the ticket. Especially helpful for customer satisfaction surveys in combination with the Forms plugin.
• The old user Ad Hoc templates are copied from the database to the user home directories in the Drive.
• The attachment preview of PDF files uses a custom viewer if the PDF Viewer plugin is enabled.
• In the "Users and groups" application, the administrator can also reset the layout settings of all users under "Set client settings as default". This includes the visibility and order of fields, the layout and the ticket views.
• Reports with a single ticket ID will be exported with the file name "#<ticket-id> <subject> - <report title>.<extension>"
• JavaScript Triggers can now be edited and validated right within the Configuration instead of through individual files needing to be stored on the server.
• Many new templates for Ad Hoc reporting for tickets, assets and other elements, which makes it easy to quickly create overviews.
• When setting the foreign key (third-party ticket ID reference) in the MAIL_NEW_IN JavaScript trigger, this foreign key is no longer removed from the subject if the mail belongs to an existing ticket.
• The preview view of attachments can be minimized to an overlay in order to continue working on a ticket in parallel, for example. The setting and the changed size are remembered for the current user.

Fixed Bugs

• When multiple email accounts were simultaneously not reachable, the error message "Cannot register duplicate name 'mailreadingstatus.error'" could be displayed.
• Fixed that on server restart the configuration values for default user-location, 'company address', 'reactivation time of tickets', 'font size', 'font name' and 'use plain text for new steps' went back to their defaults.
• Can reset the default of ticket field category to <no category>.
• Can reset the default value of ticket field resource to <no resource>.
• The default value configured for ticket field classification is now preselected when creating new tickets or executing forms.
• In JavaScript triggers for emails the current resource of the ticket is given with the possible parent resource. This fixes issues when multiple resources with the same name exists for different parent resources.
• If the preview of attachments is minimized, its keyboard shortcuts caused some characters not to be used in ticket editing. These are deactivated in the minimized preview.
• Searching for attachments, bundled tickets and other tags works again.

• 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.
• New option in configuration->Reading emails to deactivate automatic detection of "no-auto-reply" for incoming emails.
• Ticket field 'autocc' (CC receiver) is available in javascript triggers.
• Emails will no longer be attempted to be read, nor any ticket calculations like auto-escalation, while the server is in maintenance mode.
• Ticket fields with the type "selectable value" can now have their values easily reordered as needed.

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.
• The old value of the previous configuration option "From field includes list of additional sender email addresses" was still being used to set the supporter address as "From". If it used to be set, the mail sender order will now correctly reflect that.
• Data of fields will be correctly deleted when changing the type of the field.
• Corrected the sorting by open ticket fields 1-7 when using other data types than Text.
• Fixed slowdown that could occur with a large number of attachments when importing or deleting imported devices.

• Itil-Links can also be added for inquiries.
• The ticket search finds tickets with ITIL links with the expression "ITIL-Links:<ticket number>". The associated primary and secondary tickets are found.
• Ticket fields can be translated and customized in configuration manager.
  • Can add new custom ticket fields.
  • Can change the visibility of all ticket fields, including completely hiding.
• The "User group" user field is replaced by the "User class". All previous functions remain the same.
• The "Systray Popup" and "Beep" settings for resources have been simplified to the setting "Enable ticket change notifications for members" which controls whether the resource should trigger notifications on significant ticket changes for any user whose Notification settings include the type "Resource."
• "Sending emails", "Receiving Emails", and "Logging" are no longer hidden as "Advanced" configuration categories.
• The default value setting for the ticket field "Identifier" have been moved to the Identifier ticket field settings in Configuration -> Ticket -> Ticket Fields.
• The dynamic default value setting for "Priority" has been moved to the Priorities category in Configuration -> Ticket -> Priorities.
• Default value settings having to do with ticket editing have been moved to the Processing category in Configuration -> Ticket -> Processing
• Simplified and streamlined the UI for determining the order of sources from which to determine the sender email address in the Answer dialog.
• User "Administrator" is no longer created automatically and can be deleted.
• Ticket fields, which are mandatory for Dispatchers, must be set when the inquiry is closed directly.
• User-defined fields can be grouped in ticket views according to full text or keywords.
• An automatic and/or manual stopwatch is available for the tickets web-application to easily record working effort.
• Custom-actions with follow-up status "Wiedervorlage", "Termin vereinbart", "E-Mail versendet" or "Weitergeleitet" will behave the same as the original actions having this follow-up status. Those actions can have a differently configured visibility, allowing the actions to be hidden from endusers.
• Automails to resources are still sent even if the email causing a ticket creation is an automated email.

Fixed Bugs

• There was a possible IndexOfOutOfBoundsException which could error when a host name was set to end with a special character.
• Errors encountered while importing assets could be missing in the server log file.
• Better validation of name lengths for custom ticket values and settings.
• Shows and uses the names of user-imports when searching for users with tag "Importname".
• Resolves a cause for problems with Primary-Key-errors with tblBuendel when creating new tickets.
• Emails sent to the i-net HelpDesk no longer require a recipient address; a CC or BCC is sufficient.

• Auto-Emails sent by HelpDesk are marked as automatic emails by setting the "Auto-Submitted" header.
• Introduced a mail error event which logs any irregular mail events (mail not sent / sent mail bounced / mails could not be read from server).
• While emails cannot be read in, a message is displayed in the Tickets application to all supporters.
• Search field "Tags" has the new values "Read Only" and "Write Only".
• Modernized language regarding ITIL types, changing "master/slave" to "primary/secondary".
• ITIL configuration moved to the web-based configuration. Instead of user permissions such as 'protected ITIL values', each value can be set to be restricted to a set of users and groups that can set or remove this value in tickets.
• Links between tickets can be added and changed for closed tickets.
• Added data cleaning for some cases of data import for reducing unnecessary warnings and errors.
• Option to limit the access of endusers to tickets starting with a certain ticket number.

Fixed Bugs

• When replying to a ticket created with the fallback user (configured in the email account), it now uses the original sender's email address instead of the fallback user's address.
• The button to print an overview report in Users and Groups had no effect.
• During user import, only 50 characters were accepted for user group and location/customer.
• Search with (Last-Supporter:"") returned all tickets instead of all tickets that were not yet processed.
• The dropdown box listing default resources for categories in the configuration included deleted resources.
• When sharing tickets, users can be granted dedicated read or write access to a ticket. The permissions of an end user are not extended beyond that.
• Configuration option "Ticket Visibility for End Users Starting at Ticket Number" only affects endusers.
• Inventory import could import assets without correctly assigning the asset owner.
• Performance optimization for grouped ticket views and a large number of tickets on the server.
• The number of tickets in the ticket list tree was too high when grouping by ticket holder fields and when a bundle contained more than 2 tickets.

• Ticket search with expression: Tags:"My resource"
• When choosing an MS SQL Server as database, the scanner in the configuration will now display if there are multiple instances on the same host. Any instance after slash or backslash will then be stored in "port or instance" after saving.
• It is also possible to set the Javascript data field "suppressaction" to the value "automails" even for the "User manually created a ticket" trigger. This will prevent an automail to be sent when an end user manually creates a ticket.
• Notifications about connection problems to email-server are now being limited to one per hour unless the error itself has changed.
• Added support for markdown syntax to the bot command "/newticket" when the collaboration plugin is active.
• Changing the default priority does not require a server restart for the change to be correctly applied when creating new tickets.
• The default administrator language is set to "Default" instead of "German".
• The Auto Texts are now only displayed for the users for whom they are published and no longer additionally for the creator.
• In case of duplicate content from previous editing steps in a ticket, several areas are detected. In this case, you will see several buttons with the three dots.
• Message headers are set in outgoing emails so that email clients can group them.
• The ticket search allows searching for all user fields.
• Fields of closed ticket can be changed. (config-option "Contents can be edited after closing a ticket")
• Self-defined custom fields available for reports.

Fixed Bugs

• By reducing the number of e-mails sent at the same time, the Exchange Online limit is adhered to.
• Added a correction for the rarely occurring error "Failed to load IMAP envelope" caused by invalid emails/IMAP server response.
• Setting a Unique Server ID with an underscore symbol would lead to emails from other HelpDesk systems being falsely recognized as belonging to an existing ticket.
• When in the desktop client, moving a ticket within a process to a task which was assigned to a resource the user had no write-permissions to led to the task operation only being partially completed.
• Category paths must be unique when creating new categories in order to avoid errors.
• Auto Texts of deleted users could not be edited without server restart
• Correction of the display of subject and text for Automail templates.
• Setting "suppressaction" in Email-Triggers to "errormails" suppresses only error mails instead of auto mails.
• Deleted resources will be marked as such in configuration settings such as email inbox default resources.
• Action "Send Email" as part of a process changes the activity as defined.
• Tickets with additional access are correctly displayed in views grouped by resource.

• Duplicate content from previous steps in a ticket is now hidden by default. With the 3 dots button you can show them again at any time.
• For Auto Texts, the "Visibility" options have been changed to "Application Areas", which defines the operations where Auto Texts are offered.
• For Auto Texts, the option "E-Mail Signature" no longer requires "E-Mail Answer" to be checked in order to be automatically inserted.
• Changes to Auto Texts, as well as deleting and creating them, are logged in the event log.
• Support for reading emails via WebDav has been removed.
• When setting the status of a ticket to 'deleted' via javascript-trigger for incoming emails, then no auto-mails will be sent.
• The templates for the Auto Mails are managed and edited in the configuration application.
  • Added support for multiple sets of templates, making it easier to switch standard templates
  • Sets can be selected in the configuration or using, e.g. Javascript trigger
  • Added support for multiple languages per template - only selectable by Javascript Trigger
• Added user field benutzerfreifeld6 to placeholders available for Auto-Mail-Templates
• The ticket event log's column "Ticket ID" will be displayed in the Statistics Event Log.
• Added an option for JavaScript triggers to suppress reactions to incoming emails.

Fixed Bugs

• By reducing the number of e-mails sent at the same time, the Exchange Online limit is adhered to.
• Corrupted or deleted actions in Database will not prevent managing users and groups anymore.
• Changing an email server's type (e.g. from IMAP to POP3) could lead to configuration error messages due to missing fields.
• Mobile clients could display internal ticket fields or display ticket fields without correct display names.
• Categories whose names began with a different category could wrongly display sub-categories.
• Configuration>Reactivation time of closed ticket: 0 days now works like 'Cannot be reactivated'
• When reactivating a ticket-bundle via email, the step of the reactivation is now always shown in the list of steps
• The unique server ID was placed after the server's suffix instead of before it when sending emails.
• Importing devices when some users had HMAC login tokens could lead to errors.
• The ticket owner's email address was no longer displayed.
• The Email-reading process no longer hangs without reason (Email reading process for account XXX is still running!).
• Images of emails were missing from the printout.
• Default value of field "User-Group" works for new users created for incoming emails.
• Fixed another possible cause for hanging email process (Email reading process for account XXX is still running!).
• Email templates are displayed correctly if the subject and display text were separated incorrectly in the template.
• Action "Send Email" as part of a process changes the activity as defined.

• Added a new option "Automatic email responses (e.g. Out-Of-Office) must not change existing tickets": causes i-net HelpDesk to check incoming emails for auto-response information. It addresses the issue that out-of-office-replies reopen previously closed tickets. If an email is an auto-response, no automatic emails will be sent as response and no structural changes are applied to the ticket. Those structural changes (which are omitted) are:
  • Reactivating closed ticket
  • Authorizing inquiries
  • Changing ticket fields or escalating tickets
  • Marking tickets as 'unread'
  • If the mechanism is not working with your mail-server, please send a copy of the automatic mail to helpdesk[at]inetsoftware.de
• Introduced new option in Configuration/Reading Emails: Individual emails sent to multiple accounts can be read only by the first account to avoid duplication
• In User and Group Manager every action can be allowed/restricted for Users or Groups (Bearbeiten, Termin entfernen, Bündeln, Entbündeln, Ticketfeld ändern)
• The "Default Sender in Answer Dialog" order, found in Configuration (Advanced Mode) -> Sending Emails, will now be initially installed as 1. Mailbox, 2. Resource, 3. Supporter, 4. Category, 5. Fallback
• New option in Configuration/Auto-Emails: can now activate/deactivate the sending of auto-mails to supporters about their own actions
• In the Auto Text configuration, there is a search available to filter down the list by a phrase
• The lists of categories and locations can now be filtered in the configuration application
• When deleting a category in Configuration/Ticket/Values, a warning is displayed when deleting a category used in an email account. Also removes the invalid category from the email account
• Identifier Field in the Web Client uses the Text Fields Settings configuration for custom database values
• Added the ability to create tickets via collaboration tools such as CoWork, Discord, or MS Teams. The command name is newticket and it will walk you through multiple steps to choose the ticket owner, the subject, and the request text
• Removed option "Default user location" from Configuration/Ticket/Settings/Default Values, because is being set in "User Fields"
• The category option "Do not offer to end user" is now correctly visualized in the configuration in terms of inheritance of this option by subcategories
• Added ability to change ticket fields using a WebAPI apply action
  • Added entry ticketFields to apply action JSON
  • Added ability to detect ticketFields by their localized display name in addition to the key. Also, the values are accepted in plain rather than using String-encoded JSON
  • Added entry ticketIdReference to ticket details response, containing the ticket ID used for email referencing

Fixed Bugs

• When receiving emails from non-existing users in existing tickets, the sender-email is no longer prepended to the subject
• Read-In attachments from emails will be deleted again from the filesystems temporary directory
• Fixed a rare bug appearing when reading two emails from different accounts with the same attachment-name concurrently, that the attachment of one email accidently replaces the attachment of the other email
• Fixed a rare bug causing the Enduser to be set as Last Supporter after reading an Email from the Enduser.
• Fixed a bug causing the Desktop-Client to crash at start-up when certain user-fields are configured to be hidden
• Fixed a bug removing the date for resubmission on incoming autorespond-emails or on emails from resource-members without status change.
• Fixed a bug causing the field "identifier" to not allow no-selection when using an SQL-Query for the field.
• Fixed the "parent category" setting in Category configuration not correctly filtering based on the input
• Fixed a bug using the deleted category in mail-account or when set by mail-trigger if the category with that name exists as deleted AND non-deleted

• Allow resetting of custom fields even if empty values are returned from client
• When using Microsoft SQL Express Server as i-net HelpDesk database, Setup updates the SQL-Server if it is version 12.0.4000 or older.
• Restricting applicable actions on tickets has been reworked:
• For each User, Resource and User-Group actions can be configured to be allowed
• You can restrict Ticket-Creation, Attachment-Removal and others
• A new predefined User-Group "Endusers" was added to control the allowed actions for those users
• The following options were removed and replaced with the new action-based system:
  • Checkmark "No Delete Button in list of own inquiries"
  • Checkmark "Show finish button in list of own inquiries"
  • Checkmark "Allow editing existing editing steps"
  • Checkmark "Allow manually changing the deadline"
  • Checkmark "Allow all editors to reactivate requests"
  • Permisson "Access to All Actions" and the "Only show to Users with 'All Actions' permission"-Options for certain actions.
• Added a new Option "Ticket Start ID" in Configuration/Settings/DefaultValues, allowing to start with the configured (larger) ID for new tickets

Fixed Bugs

• Sending notifications to resource-users about new authorized tickets works again
• Calling js-trigger STATUS_CHANGE even without changing the ticket status now works again
• Fixed a bug causing new tickets created via QuickTicket to send Auto-Mails to dispatchers even if the created ticket is already dispatched to a resource.
• Fixed a bug causing a length-limit error to be shown instead of the actual problem when sending emails

• Task Planner:
  • In order to execute i-net HelpDesk specific tasks with Task Planner in an automated manner, the "Server Administration" permission is now no longer required as before. Instead, all supporters with the "Task Planner" permission can now use the i-net HelpDesk task planning functions
  • I-net HelpDesk task scheduling no longer requires an active process plugin
• Users & Groups:
  • Inherited memberships in resources are now correctly displayed and can be shown/hidden
• Desktop Application:
  • Menu item "Options" in the "Gear" menu of the desktop application has been replaced by the menu item "Configuration". This opens the web configuration of the i-net HelpDesk server. The Server Administration permission is required for this
  • The settings from the "Options" dialog, such as priorities, actions, status, etc., are now made in the i-net HelpDesk Server web configuration, which is accessed via the new "Configuration" menu item
  • The settings for dialog modifications remain in the desktop application and are now accessible via a separate menu item in the cogwheel menu
• Embedded web pages:
  • The plugin now supports linking (redirect) of web pages. Added additional rights management based on "users and groups" memberships
• i-net HelpDesk Mobile for Android:
  • Search in the mobile app now searches in all jobs regardless of the selection of which resources you see
• i-net HelpDesk Mobile for iOS
  • Several improvements. Among others:
    • Better readability in dark mode
    • Better performance with many tickets
    • Layout problems with small displays fixed
    • Realization steps no longer pop up on reload by themselves
    • The sort order of the classification selection has been corrected
• i-net HelpDesk Server:
  • Speed when re-indexing users has been increased
  • Startup of i-net HelpDesk Server with huge number of open tickets has been accelerated
  • System generated descriptions in tickets are now translated with the server language
  • As e-mails were not always assigned to the correct ticket, different forms of ticket ID identifiers containing spaces are now accepted
  • Managing the supervisor function via the user import is now possible
  • Reactivation of bundled tickets is no longer blocked
    • There is now a new setting "Bundle tickets" in the configuration category "Tickets", under which circumstances bundling of tickets should be allowed: either always, or only if tickets have the identical owner or location or email domain. Default is that tickets have to be from the same "location" to be bundled
  • Paths of attachments in tickets and knowledge base updated to new state
  • When AutoMails are sent in plain-text format, the embedded images of the order are only attached if the order text is also contained in the mail
  • Phrase search has been improved. With some words (every 256th in the cache) was not found with the pharsen search
  • If an EMAIL_IN trigger is used to change ticket values, then these changes only affect the slave for tickets that are bundled as a slave. Since the values of the master are usually relevant for ticket bundles, the changed values in the slave will only become visible after unbinding in some cases
  • Notifications (configured in configuration or task scheduling) can now optionally contain a relative path or an external HTTP or HTTPS URL as a link
  • The reading of e-mails has been revised:
    • Job parameters can now update almost all ticket fields
    • Changes to trigger and order parameters
      • the value "current_status" has been dropped and cannot be set anymore, use "status" for reading and setting
      • "order_freeX" (1-4,6,7) can now be set everywhere as well
      • "derBetreff" has been dropped, only "subject" is evaluated now
    • If an e-mail sent from i-net HelpDesk comes back as undeliverable, a step 'e-mail to be redelivered' is created instead of 'e-mail received
    • If a new ticket has been created by an e-mail, the possibly set category can determine the resource if no resource has been determined by other means (By e-mail account, trigger, user group/location?)
    • If an auto-email to user on authorization is set under Configuration/Auto-E-Mails, it will now be sent also if the authorization was done by reading an e-mail
    • Changes to user data made by triggers or order parameters are now made to the sender's account instead of the ticket's user
    • Consider subcategory when selecting email senders
• Configuration:
  • Management of ticket field values, such as priorities, categories, etc., is now located in the web configuration, along with management of other ticket options, instead of in the desktop application as before
• Live Support:
  • The new plugin "Live Support" enables the integration of the communication of customers with the support directly in the company portal or on the company website. For this purpose, a JavaScript from the i-net HelpDesk server is integrated on the corresponding web page
  • Supporters/dispatchers answer live support requests directly in the web-based Tickets application of i-net HelpDesk.
    • Customer requests can optionally be transferred to a specific resource
  • The presence of support staff can be timed via task scheduling, so that live support is not offered outside office hours
  • The display of the "chat window" can be flexibly adapted to the company design
  • All texts can be individualized with the help of the translation plugin, so that e.g. the office hours can be referred to
  • In the customer's communication, in addition to pure text, images and file attachments are also supported, which can be directly uploaded or downloaded by the customer
  • In the supporter's communication, the use of simple HTML, e.g. lists and URL links, is still supported
• Quick Tickets:
  • Quick tickets can now also be applied in the ticket web application in two different places:
    • a new ticket is created using a Quick Ticket
    • a Quick Ticket is applied to an existing ticket
  • Quick tickets can now be created and managed in the web interface in Configuration. They offer an extended range of functions in contrast to the desktop application and can therefore also only be used in the Tickets web application
• Maintenance:
  • Added new backup task to back up images newly set in Configuration
• Web application Tickets:
  • It is now also possible in the web application to convert a ticket into a knowledge base article
  • Via the menu item "Create new ticket from step" a new ticket can be created from the editing step
  • Test modules are now displayed as an extra sidebar in the text editor, which enables filtering as well as previewing
  • Attachments can now also be deleted from a ticket in the ticket extension "Attachments
  • Attachments, e.g. images, videos, text / HTML files, vCards (.vcf) as well as emails (.eml, .mim) can now be opened and displayed directly in the ticket application
  • New ticket:
    • Via the "New Ticket" button you can now also create an "Own new ticket" if you are a supporter yourself
    • If "Location" was selected as priority source, newly created tickets in the web ticket list got the priority of the logged-in user. Now they get the priority of the ticket owner's location
    • Dispatchers, when creating a new ticket, can now "Save and Authorize" it once a resource is entered
    • Pure supporters can now optionally "Save and not Authorize" a new ticket as soon as a resource has been entered
  • Ticket list sometimes contained tickets with incorrect status which was updated only after 15 minutes or after server restart
  • Tooltips about ticket properties are displayed in the ticket preview header
  • Ticket comments or the memo function is now available in the ticket list
  • The values for ITIL count (link count) and escalation (time and icon) are now updated live in the web view
  • A hint is displayed if you have an edit active in a ticket and it is outside the visible area
  • The "Identifier" field is now also available for searching in the web application
  • Send / Reply e-mail:
    • Headers of the original email are always shown in shortened form if the text module contains the placeholder for the content of the email
    • Drag & drop of e-mail recipients in the form is now possible
  • Search:
    • Search suggestions for category and similar now also match within a word
  • View settings:
    • Added new grouping for custom resources to view settings
• Knowledge base:
  • In the three-item menu of an article it is now possible to copy the URL to the article
  • Knowledge base now also uses the default ticket font set in the configuration
• Tickets WebAPI
  • There is a new WebAPI that can be used to create, search, display, and modify tickets.
  • The permissions of a user for tickets apply to the WebAPI as well - analogous to the Tickets application, for example.

Fixed Bugs

• Desktop application:
  • NullPointerException occurred after saving the ticket
• i-net HelpDesk Mobile for iOS
  • In the iOS app it was not possible to enter an appointment when an effort was mandatory entry
• i-net HelpDesk Server:
  • Create HD-Error-Messages folder in inbox when it cannot be created in parallel
  • End users could not add attachments to bundled tickets via web interface or email
  • If POP3 was configured for the inbox server, incoming emails were not deleted in the inbox
  • Updates from versions older than 20.10 failed if tickets with status Auto Finish were included
  • IllegalStateException occurred during setup: java.sql.SQLException: Cannot change the identity property on table 'tblBuendel' since there is a trigger reference by trigger 'tblBuendel_BearbeiterTrig' to this table
  • Emails were not read if the subject was longer than 255 characters
  • When reading an "e-mail undeliverable" message, the ticket was manually reset to the resource of the e-mail account
  • If POP3 was configured for the incoming mail server, incoming e-mails were read in only one at a time. The following error occurred: "MethodNotSupportedException: Expunge not supported"
  • In the configuration under "Webserver", when changing e.g. "Max. heap memory", the message "You are changing the port number of the current browser connection" appeared, because the HTTPS port was default but not the HTTP port
  • During the update the error occurred: There is already an object named "tblBuendelTEMP" in the database
  • Error while determining the column for foreign keys corrected - foreign keys are then read in again
  • It is again possible to end new tickets directly using the MAIL_NEW_IN trigger (javascript)
  • During the update, an error occurred when updating knowledge base articles, if a knowledge base article had no problem
  • Saving of not set mandatory fields in the order overview of the desktop application on exit failed
  • Bug when updating knowledge base articles
  • When a ticket is reopened after the "Send/Reply and close ticket immediately" action because the e-mail is undeliverable, a reactivate step is also added to the ticket
  • An auto-email was sent to resources when a closed ticket was escalated/forwarded to another resource by deleting the resource
  • Error occurred when updating user data if no domain was specified in LDAP connection
  • Changed dataviews resulted in invalid ad-hoc reports in i-net HelpDesk
  • The request text was not pre-populated with the single text module set for end users
  • It was not possible to install i-net HelpDesk server and client in parallel on one Ubuntu machine
  • In case of manual escalation without status change the resubmission date was not preserved
  • The import of e-mails was reworked:
    • If an email was received for a closed ticket, the javascript trigger can set the status again, this was not observed before
    • Changes made to user data by the trigger for existing emails were not saved
    • Changes to user data made by trigger or order parameters are now made to the sender's account instead of the ticket's user
    • Other small bugfixes in the error handling
• Configuration:
  • TicketID definition could not be saved in the configuration under certain circumstances
  • When uploading profile pictures, errors could occur in the web interface
• Quick Tickets:
  • QuickTicket definitions that erroneously have no text are retained again during the update and get the subject set as text
• Web application Tickets:
  • Auto Insert Text via F3 now searches the shortcut strictly within a text node or respects the full text selection
  • If i-net HelpDesk client is open for more than one day, views with relative date might not show all tickets
  • offer "All replies" for steps even if multiple recipients are listed in the "To" field
  • The edit state in a ticket now remains even if the layout changes in the meantime
  • Classification was not offered alphabetically sorted for selection
• Known issues:
  • While the "Delete Attachment" action has the option to be offered to "Authorized Users Only", this does not currently prevent a user without permission on "All Actions" from deleting attachments. Thus, there may be consequential errors if this option is turned on. For version 21.10 we plan to support this restriction correctly.

• Web application Tickets:
  • If there is only one end-user text module, it will be inserted into the ticket text when a new ticket is created
• i-net HelpDesk Mobile for Android™:
  • several bug fixes and improvements
  • Android 6 is now minimum requirement
  • removed permissions that are no longer necessary
  • no support for invalid SSL certificates for security reasons
• Web application Tickets:
  • Double-clicking on the name in the "To" field of the email now displays the name and email address of the recipient and can be edited if necessary
  • The action "Bundle" is only displayed if the selected tickets can also be bundled
  • The sorting of the action list now takes into account how often an action has been used. More frequently used actions appear further in front
  • E-mails can now be sent with the key combination CTRL+ENTER
  • When clicking on an external link in tickets, the browser should not send a referer
  • Categories that are hidden for end users are also hidden when creating tickets in the web interface
  • Ticket extensions now show hints when it makes sense to show them for a ticket. This applies to unbundling of bundled tickets, for example. These hints can be permanently hidden individually
  • Various UI improvements of the web application, especially for Internet Explorer 11
  • Mandatory fields are now offered for the execution of an edit action, if their setting or modification is necessary before the edit is executed
  • Performance of phrase search has been improved and phrase search is now enabled again
  • Linking of the phone number using tel: log in the user details. The phone number does not need to be changed for this
  • Multiple editing of tickets in the web application is now done with progress indicator and option to cancel
  • The option "do not send an automail" to the ticket owner is now available in "New ticket", "Authorize" and when applying exit actions
  • The style of the scroll bar in Chromium browsers has been optimized. The click area has been increased and more width is available when hovering
  • Ticket Views
    • Views for ITIL master tickets added
    • Last view is restored when an executed search is deleted
    • In the view settings it is now possible to configure the dependencies to other views
    • The view "Open tickets" is now also visible for the end user as long as the rights to the view are not restricted
    • View grouping for processes added
• Maintenance:
  • The performance of the maintenance module user interface has been improved for a large number of users
  • It is now possible to restore backups that were not created with the current version. The backup is checked to see if it is compatible with the current version and can be restored
  • New notifications are now displayed directly in the web application when notifications are disabled or not possible in the operating system
• Configuration:
  • The default value for the duration of the resubmission can be set in the configuration under "Tickets"
  • If one or more mailboxes are changed in "Inbox server", only changed mailboxes are checked. In addition, the button "Check connection to all mail servers" has been added
  • Added a note to the configuration property "Restrict permissions" in the "Users & Groups" dialog that if deactivated, all users have administrative access!
  • Added an option under "Client" to hide the desktop application on the start page for end-users only
• Improved notification to administrators that occurs when users log on to the Windows domain incorrectly
• SameSite=Lax attribute is set for login cookies
• Added new group "Supporter". This group includes all helpdesk users who have either the "Dispatcher" or "Read all tickets" privilege or who are members of at least one resource
• In case of license violations, the notification is displayed in the client
• Performance improved for large databases (more than 100 thousand tickets)
• The "Send and Finish" function - For the calculation of time, i-net HelpDesk Server creates an "Auto Finish" realization step. This allows the resource person - or the i-net HelpDesk Server - to make further changes to the ticket without changing the ticket's status and without moving the time for automatic termination

Fixed Bugs

• In the auto-email after authorization, the data about the dispatcher and the email address were missing
• It was not possible to log in to the web interface if a localhost URL was used for this in the Chrome browser
• A timeout error occurred during indexing
• The "Fill mandatory field Category" error occurred in the "Send email" dialog of the desktop client
• Configuration:
  • Under Connections, "Other databases" it was not possible to create a database connection with driver type: other. The URL was not saved
• Notifications:
  • Send notification to all administrators only if a mailbox is permanently unavailable
  • Notifications to resource were not sent when authorizing a ticket
  • Notifications to resource did not work for inherited resource memberships
• Configuration: Custom theme was not removed from configuration without restarting i-net HelpDesk server, although theme folder was deleted. Now theme is removed from configuration after theme folder is deleted
• Help: Performance of the search in the help and the whole help module improved
• Ticket Index: Fatal error (IllegalArgumentException) occurred in Search Index when a Tcket view contained [Status:<"Done"]
• Desktop Application:
  • Sort by category was incorrectly sorted
  • AccessDenied exceptions occurred when authorizing, terminating or escalating tickets
  • The size of the maximized desktop application was wrong when using Java 11.0.8, Java 15 or newer
  • The i-net HelpDesk application did not connect to the i-net HelpDesk server when only one i-net HelpDesk server was found
  • No auto-email was sent when the Exit action was selected in the Edit tab of the desktop application
• Tickets:
  • Free fields that are invisible for the end user were also invisible for a supporter (member of a resource)
  • Change steps are no longer added for fields that have not been changed
  • Although a personal text module was stored as e-mail signature, the text module available for all users was used as e-mail signature
  • The error java.lang.NumberFormatException occurred when searching for phrases in tickets without a restrictive tag like subject
  • Write lock of the ticket details in the web application when saving without making any changes also released
  • Tickets were listed twice in the web application after a workflow was applied in the desktop application
  • Links to sub-tickets were not updated after unbundling
  • Forward action did not include ticket attachments. Externally linked images are now always added as a separate attachment when edited and emailed
  • In the ticket extension "Links" the link in a bundled sub ticket was not updated after this ticket was bundled or unbundled
  • View grouping for a task was incorrect
  • Inserting text modules via shortcut and F3 did not always work correctly in the text editor
  • After a new ticket is created in the web application "Tickets", no auto-email is sent to the dispatcher
  • If a new ticket is authorized, an auto-email is also sent to the dispatcher
• Maintenance: The error "No handler found for event 'ticketlist.reIndexActive'" has occurred
• When reading emails, attachments could not be saved in the system temporary folder because the destination folder was missing. The missing folder is now created beforehand
• Workflows could become invalid under certain rare circumstances
• Database errors with 'was deadlocked on' were not handled by the server but only written to the log
• Inheritance of rights of sub-resources without own members: members of the main resource inherit the rights of sub-resource if it has no members
• Performance problems occurred when updating from i-net HelpDesk version 8.3 or older if an Oracle database was used
• Also locally installed certificates are accepted for HTTPS
• A bundled ticket was not always set to 'unread' by a new email
• The resubmission date was deleted after an action with status 'Unchanged' (like bundling), although the status of the ticket is still resubmission
• E-mails could not be read (timeout), if the e-mail text contained linked images, which could not be loaded, e.g. because the server was located in a closed intranet
• Adding images with the same name led to confusion of the files. Occurred e.g. also in the knowledge base when inserting screenshots from the clipboard
• After updating to version 20.10, embedded images were no longer displayed in knowledge base articles. Problem was fixed in setup/update
• Error occurred when updating user data if no domain was specified for LDAP connection
• Error occurred when a TicketID consisting of two words was entered in the "Identify order number in e-mail subject" field in the configuration. Saving was then not possible
• When printing a ticket from the web application "Tickets", the content of the request was missing from the printout
• Security: Open Redirect vulnerability encountered (CVE-2020-28150)
• Mobile Clients:
  • Fixed HTML and plain text display for the mobile clients
  • Target time was not saved for requests by the mobile clients
  • Android App is available again in the Google Playstore
  • Bugfix for Firefox not allowing focus in the links dialog of the editor

• Tickets web application:
  • Views instead of the resource tree. Users can define their own views
  • Requests that are not yet authorized can also be edited by the end user
  • Editing steps in requests are displayed
  • Different layouts that each user can personalize
  • Search, including sorting is no longer limited to 5000 tickets
  • The ticket list is updated in real time
  • The ticket list can be sorted and grouped by hidden fields
  • Simplified ticket search with suggestion list
  • Tickets are locked only during an actual change, no longer only while entering and viewing the ticket.
  • The list of editing steps can be reduced to pure conversation
  • Editing of tickets is done directly in the list of editing steps
  • A preview of the attachments is displayed
  • While a ticket is open, access to the list of views is maintained, thus ticket changes can be perceived more quickly.
  • Extension "Timeline" in the ticket provides an overview of the processing steps that have been performed
  • The editing step "Reactivate" can contain an editing text
  • Dispatchers can send e-mails and close tickets
• Configuration: The times for "Reactivate closed tickets" due to customer response and "Send and end" are set separately.
  • The setting is done via browser configuration application on the server, category General -> Tickets.
• Configuration: Blacklist/Whitelist - for displaying ticket history for end users or customers
  • A list of email addresses or domains controls that certain incoming emails are not displayed to the end user or customer in their ticket history. These emails are assigned the action "Receive email (do not show to end user)". Users with the supporter permission can see these emails by default.
  • The setting is done via browser in the advanced view of the configuration application on the server, category communication -> receive emails.
• Configuration: The option "Show ticket ID in order next to order number" is omitted. The ticket ID will always be displayed.
• Maintenance: When changing the domain structure, the domain prefix in the user login can be changed for all users.
• Task Scheduler: Ticket-based triggers are now possible, which automatically start a task when a ticket is changed or created, and pass the ticket ID as a placeholder to the jobs and actions. This allows for automatic, flexible execution of tasks when certain changes are made to tickets.
• Translations: With the new plugin "Translations" the interface (labels and messages) of i-net HelpDesk can be translated into the user's language.
• Web API Plugin: The plugin "Web API" provides a new user interface. The user must have permission for the individual Web API functions, such as task scheduling, as well as for the Web API plugin itself.

Fixed Bugs

• Email was not read correctly due to absolute positioning in a table cell
• Performance improvements of the search index for more than 200,000 tickets
• Speed of index loading increased
• User import did not import the E-Mail column
• Phrase search temporarily disabled due to performance issues
• Optimization for queries of the query list by the desktop client
• Re-execute SQL queries on deadlock situations in MS SQL
• Fixed infinite loop in search index with UTF8 BOM in text that caused permanent CPU usage
• Keep ticket changes longer to load them less from the file system
• Timeout error occurred during update to version 20.4 (step 'MigrateTicketLastChangedBy')
• Rare connection error occurred when starting the desktop application if a custom title had been assigned to the server
• Closing a database connection during update (setup) took exceptionally long time
• Hiding categories for end users when creating tickets was not observed in the web interface
• In Internet Explorer 11 and Safari the ticket list in the web application was empty
• After updating to version 20.4, incomplete workflows could be loaded
• Timeout error occurred during update to version 20.4
• Updates from i-net HelpDesk version 8.x to 20.4 failed if unconfigured categories were too long for the database
• With Microsoft SQL Server texts with "[]" were not found in the database
• Sorting by category was not sorted correctly
• Email attachments could not be saved in a folder located in a temporary system directory because the destination folder was missing
• Fixed some errors in the setup regarding MariaDB and Oracle database
• Tickets web application displays a message when the i-net HelpDesk server updates the ticket cache. During this time, among other things, the search result may be incomplete and the views may show an incorrect number of tickets. This will be corrected as soon as the ticket cache is up-to-date. Information about this can be found by the server administrator in the i-net HelpDesk Server Maintenance
• User import: Attention to license limit if users are also deleted in the same import.
• Order processing: Button for automatic spell check was without function.
• Operation editing: For a new request coming as an email in plain text format, &lt;br&gt;tags were inserted in the ticket text.
• Furthermore, some small bugs of the last version were fixed.

Security Fixes

• XXE vulnerability for logged in users who have the right to Ad-Hoc Reporting or Remote Designer
• Multiple XSS vulnerabilities (login was not required)
• Path Traversal - vulnerability that allowed access to files in the installation folder and its subfolders
• Access denied' error occurred during update when Windows login was set in MS SQL Server

Security Fixes

• Critical vulnerability Update of the Help Plugin (CVE-2020-11431)
  • This issue only affects the i-net HelpDesk server, not the clients.
  • Further critical protection measures + security optimizations to CVE-2020-11431.

Fixed Bugs

• Order processing, screenshots: Screenshots are not saved for a certain click sequence.
  • Order processing, Deadline: Deadline change based on priority is not done correctly in the order.
• Configuration: Client option 'Reactivation of an order leads to recalculation of the deadline' does not work when the end user writes a comment in the browser which leads to reactivation of a ticket.
• Client startup: Error message when HelpDesk service initialization is not yet complete. Cause is the behavior of a plug-in (ad-hoc) with a very large system temp directory.
• Performance Optimization: Affects the database driver for the MS SQL server and the HelpDesk server communication interface.
• SCCM: (System Center Configuration Manager from Microsoft) Improvements to the database views as well as the display in the i-net HelpDesk desktop application.
• Benchmark: CPU rating and IO rating added.
• XLSX: Fixes incorrect row offset on XLSX export with "New worksheet per top group instance".
• Task Processing: Stopped processing time is not recorded when email reply dialog is open.
• Apply workflow: If a new step is added in the running workflow, which is immediately active, then in this case in the date fields "latest on", "deadline" and "target time" the entries are not saved.

• Task planning: Extensive templates make it easy to create tasks.
• Log in (in browser): 'Stay logged in' feature. By means of a cookie, the HelpDesk session remains saved. Additionally there is the possibility to activate and configure a cookie banner in the web configuration.
• Knowledge base: The size of the edit window for articles has been increased to 95% of the screen width.
• MySQL: Version 8.x is supported.

Fixed Bugs

• Users and Groups: Layout issue with user and group entries for MS Internet Explorer and MS Edge.
• Users and Groups: The 'Permissions' report in the 'Users and Groups' web application has been significantly optimized and is now generated and displayed in seconds in most cases, which could previously take minutes for many users.
• Order Processing: The 'Reply' button is now always active in the order view if an outgoing mail server is configured (even if no sender email address can be determined as the default selection).
• Order processing: Transfer of identifier settings.
• Order processing: Text of editing is lost when editing ticket in new window
• Knowledge base: Knowledge base search now makes suggestions for the entered search phrase.
• Java: With Java 8u201, Oracle introduced the property jdk.http.ntlm.transparentAuth, whose value was set to disabled by default, i.e. transparent NTLM authentication was disabled. The HelpDesk update changes the property to allHosts. Note: The HelpDesk supporter client no longer requires local Java. The stand-alone supporter client is recommended.
• SSL Support: There is an option in the stand-alone supporter client to still manually trust a certificate that cannot be verified, if necessary.
• Update: When updating from a previous version, the database was detected with a custom JDBC URL.
• Task Scheduling: Security enhancement in the database series.
• Login: The 'Save Password' checkbox in the Supporter Client login window now behaves as expected: if the checkbox is enabled, then the checkbox will remain enabled by default on next startup. If the checkbox is deactivated, then the password is no longer saved.
• HTML Editor: Rotation of jpeg images is supported.
• Email: Anchor references are supported in emails.
• Configuration: Logging of the mail API is based on the settings in the configuration interface
• Configuration: When creating additional database connections, there was an issue that old values were still saved.
• Attachments: When receiving emails with attachments whose file name is relatively long and contains special characters, in rare cases the file name may not be displayed correctly in the ticket.
• Web Client: The URL to the ticket may contain a thousands dot in the order number.
  • e.g. http(s):*helpdeskserver/ticketlist/ticket/12.345
• Configuration: Performance optimization for the user cache
• Users and Groups: 'Permissions' report does not list resource-only employees.
• Orders, Ticket Search: Error when order tree is grouped by 'User Group'(BG) and when a BG is selected.
• Configuration, Extended Client Capability: Filter on user group does not take effect.
• Order, Action 'Exit': If 'Exit' contains only a screenshot and an auto email is sent to the user, then the screenshot is not included in the email.
• Installation directory: In the subfolder 'Manual' the file 'HelpDesk Manual-Client.pdf' is missing.
• Web client: Export of the entire help to PDF not possible.

• Web Client: Single sign-on (SSO) occurs immediately without the user having to click another button. Prerequisite: Login type is Windows authentication only.
• Login form: Clearer distinction between Windows authentication and login as other user.
• Java 8 Update 201: Transparent NTLM authentication disabled with Java 8u201 has been re-enabled.

Fixed Bugs

• Users and groups, resources: Delete resource and move tickets without function.
• Users and Groups: 'Permissions' report shows no results.
• Maintenance, User Accounts: User ID link brings an error message.
• Java Client: Message 'License exceeded', although license limit was met.
• Configuration, Web Server: Enabled redirection from HTTP to HTTPS when using a proxy causes client startup to fail.
• Menu 'ITIL Master': 'Message sent by e-mail to the following address' - address is not saved.
• Ticket Details: Even with own changes in the ticket, e.g. email sent, the 'Change to order details' box pops up.
• Order Editing: For a selected text, the font is not displayed inversely.
• Stand-alone client: Multicast of the client (UDP port: 5353) delivers only HTTP URLs to the i-net HelpDesk server.
• Apply workflow: Wrong text in workflow message if mandatory field is set.
• User selection dialog: Cursor is not immediately in search line.
• Email: Recipient list for automatic emails to dispatchers was limited to 200 characters. This limitation has been removed.
• Error during update (Oracle DB only): Update fails if there is a knowledge base article which has no entry either at 'Problem' or at 'Solution'.
• Device import: When importing devices, the user is only recognized if the import source contains the username plus domain prefix.
• Update error: In rare cases, the creation of the new HelpDesk service fails during the update because a now obsolete file is not deleted in the JRE directory.

Security Fixes

• Critical vulnerability Update of the Help Plugin (CVE-2020-11431)
  • This issue only affects the i-net HelpDesk server, not the clients.
  • Further critical protection measures + security optimizations to CVE-2020-11431.
• XXE vulnerability for logged in users who have the right to Ad-Hoc Reporting or Remote Designer
• Multiple XSS vulnerabilities (login was not required)
• Path Traversal vulnerability that allowed access to files in the installation folder and its subfolders
• Access denied' error occurred during update when Windows login was set in MS SQL Server

• Web application Maintenance: Delete user accounts
• Web Application Configuration, Plug-Ins: Plug-In for 'Embedded Web Pages'. Adds customizable application links to the web interface in the browser, which can be accessed from the applications menu.
• Web Application Help: In Help, search has been improved; the tree remains and hits are highlighted there.

Fixed Bugs

• Workflow: Fixed minor issues with an already applied workflow.
• ITIL-Default (only for requests via web client): The ITIL default value for tickets was not taken into account.
• Knowledge Base: Show categories also for users who are not a member in a resource and also not a dispatcher, but have the right to see or edit all tickets.
• Email reading: Incorrect decoding results in a space in the file type of an attachment attached to the email in rare cases.
• Embedded Attachments: When migrating from version 7.6 to 8.0 or 8.1, embedded attachments/images were not correctly recognized as embedded. As a result, these attachments were still displayed even if embedded attachments and images were hidden in the desktop application. This issue has been fixed.
• Mobile client (Android only): Authorizing an existing request is not possible.

Fixed Bugs

• Web client, ticket list, print (only for users with end-user rights only): Printing of the ticket not possible.
• Java desktop client, Print (only for Java 9): Printing a report fails with error message.
• Enlarged display: Java parameter fs does not take effect for the editing text in the ticket.
• Task processing: Sporadic crash when using the stopwatch function. Thread behavior has been changed.
• Update from V 7.6 to 8.1 (only if attachment directory is in alternate path): Application data is not migrated to alternate directory.
• Tasks, Workflow nodes: In preview, an empty window is displayed at Last text if no text was entered at ticket completion.
• Reports, Ad-hoc: Report prompt without function.
• Apply Quick Ticket: An individual specification at Apply is not considered for a field. Instead, the content from the Quick Ticket definition is used.
• Order processing (only for resources with the stopwatch function enabled): Mail response Send and Finish without function
• Statistics: Error message because server resources cannot be read.
• Web client: Loading time of about 30 seconds in rare cases. The problem has been solved by the server not sending data in the future when resources are not changed.
• User Cache: small gap when updating, leading to duplicate data.
• Maintenance: Error when backing up attachments (There is no type for given id=18)
• Ad-hoc: Tree of saved reports is not built.
• Ad-hoc: Error in layout for integer display in grouped reports.
• Task processing (Linux only): Bundling of tickets not possible.
• Web Client: Authentication fails if username starts with number 9.
• Web Client: Only the IP address is transmitted instead of the host name.
• Order processing, replies: 'Reply' command in the context menu does not contain the name of the sender if it is the same as the e-mail address of the resource where the ticket is located.
• Task processing: 'Split order' command is disabled for completed orders.
• Data import, devices: Default limit in AD for LDAP queries of 1,000 records limits the amount returned.
• Auto Email: Incorrect link for embedded images.

Security Fixes

• Critical vulnerability Update of the Help Plugin (CVE-2020-11431)
  • This issue only affects the i-net HelpDesk server, not the clients.
  • Further critical protection measures + security optimizations to CVE-2020-11431.
• XXE vulnerability for logged in users who have the right to Ad-Hoc Reporting or Remote Designer
• Multiple XSS vulnerabilities (login was not required)
• Path Traversal - vulnerability that allowed access to files in the installation folder and its subfolders
• Access denied' error occurred during update when Windows login was set in MS SQL Server

• Knowledge base: Completely new concept of the knowledge base, which is now available as a web application.
  • The transfer of existing articles into the new knowledge base is done automatically.
  • For details, please refer to the separate item Migration: Knowledge Base as Web Application.
• Mobile App for iPhone and iPad: Push notification for new tickets
• HTML emails: HTML emails are now allowed to be significantly larger before being packaged as attachments instead of being displayed directly.
• Mailbox configuration: For the integration of shared mailboxes, plain authentication had to be disabled on MS Exchange. This can now be set per account via the i-net HelpDesk configuration interface.
• Reports: Reports are now rendered with the client locale by default. This means that e.g. the time zone of the end customer is used to display times in reports. This behavior can be set in the configuration.
• Workflow: WF nodes in the "Orders" module get the additional context menu entry "New window". This allows to open already finished WF partial orders.

Fixed Bugs

• Orders, Details: The 'Duration' column is not sorted.
• PGP: Error reading a message encrypted with PGP if it contains an attachment.
• Authentication: Fixes the login error "Authentication not done yet" with LDAP authentication when logging in against the i-net HelpDesk database.
• HTML text: An invalid URL sequence causes the i-net HelpDesk client to block.

• New version of the reporting engine (ClearReports 17)
  • Includes a completely redesigned task scheduler.
  • Let's Encrypt certificate is supported.
• Inbox server: 'Prevent text-only login' can be explicitly enabled. This is required e.g. for accessing 'Shared Mailboxes' in MS Exchange.

Fixed Bugs

• Requests: 'Send' and 'Apply' buttons are sporadically grayed out if the request was created from the 'Inventory' module.
• Order processing: Incorrect update notification after sending an email with time entry.
• Order processing, attachments: Error message "The file ..... has been deleted from the server and is no longer available." Cause: ä and other characters may be encoded with a two byte or 4 byte value. When downloading attachments, the 4 byte values, which also exist in the two byte range, were converted to these and therefore the attachment was not found on the server.
• Plug-In 'Add Recipients to CC': since end of 2016 no recipients could be added.
• Options, Location/Customer: When deleting an entry, possible values (if any) in the fields "Info" and "Address" are now displayed for the next selected entry. There is a query whether the changes should be saved. If confirmed, these incorrect field contents will be applied.
• Plug-In 'PGP': Error in the configuration.

Security Fixes

• Critical vulnerability Update of the Help Plugin (CVE-2020-11431)
  • This issue only affects the i-net HelpDesk server, not the clients.
  • Further critical protection measures + security optimizations to CVE-2020-11431.
• XXE vulnerability for logged in users who have the right to Ad-Hoc Reporting or Remote Designer
• Multiple XSS vulnerabilities (login was not required)
• Path Traversal - vulnerability that allowed access to files in the installation folder and its subfolders
• Access denied' error occurred during update when Windows login was set in MS SQL Server

• Bundling: Performance when bundling tickets has been increased.
• Workflow display in the job list: The New Window command is now also available here in the context menu per ticket.
• Device import: User names can now be 100 characters instead of 50.

Fixed Bugs

• Order Processing: Optimization during escalation
• Order processing: Error in layout (JWebEngine)
• Task processing, period: In the ticket history, time periods greater than 24.86 days are not displayed per processing step.
• Email received as attachment: If this email contains an attachment with a space or special character in the file name, then the file type is not displayed correctly.
• Inventory: If a device is manually recreated, then the same user appears again, but marked as deleted.
• LDAP import: The source data contains a NULL value in the "Email" field (missing value).
• Repository: Upload of report files not possible.
• Thread behavior: Improvement of runtime behavior.

• Ticket link in auto-email: The ticket will be opened in a new window in an already running i-net HelpDesk (previously a second HelpDesk instance started).
• LDAP query: If an LDAP server does NOT support the PagedResultsControl extension, then a fallback to the LDAP search for letters of the old HelpDesk version 7.6 is performed.
• Order processing: Input in a text field leads to a query at 'ESC' whether the changes should be saved.
• User data, field 'E-Mail': The sender of an e-mail is searched for in the user master data and, if available, the associated user is determined as the 'reporting party' for the ticket. However, an e-mail address can be stored with different users. Until now, the user of the first hit was taken. This could lead to the wrong user being assigned. What is new now is that the user account for which the sender only appears once in the e-mail field is taken first.

Fixed Bugs

• Tasks - Detail View: Completing an edit step with 'Ctrl'+'Enter' occasionally results in a duplicate entry in the ticket history.
• Inventory: Error displaying devices with deleted user accounts.
• Database driver for MS SQL in the cloud (Azure): Error in the TDS datastream
• Order list - column sorting: two-level sorting by deadline image not possible.
• Order List - Update: Deadline image is now updated faster.
• Order editing: Briefly, the text input field may lose focus, so keyboard input is lost during this time.
• Own request list (end users/customers only): The text of the request is not displayed in the "All processing steps" list.
• Email Receipt: Correction for corrupt CSS.
• Inventory: Navigating the tree structure via keyboard by typing the first letter of the label is not possible.
• **Resources menu, 'Email address(es)' field **: Error message if the semicolon of the first e-mail address is followed by a space before the second e-mail address. The space is now removed automatically.
• Auto email: The header is missing the notes 'X-Mailer: i-net HelpDesk' and 'X-SendIdent: TicketID 12345ABCDE'.
• Web Client: The request list also shows an article from the knowledge base that was created for this user.

• Automatic escalation on deadline overrun: The ticket status 'Completion overdue' is now also a trigger for starting an automatic escalation (if configured).
• Add-on 'ChangeReaTime': Date of the request can be changed. Usually backdating is desired. A corresponding note is set in the "Log of clients".

Fixed Bugs

• Web configuration, Java script: Opening the dialog may invalidate trigger settings.
• Web configuration, data import via LDAP: When activating the LDAP search filter, an individual column mapping is reset to the default mapping.
• Order processing, text window with HTML text: An invalid HTML coding, e.g. in a read-in HTML mail, can cause the HelpDesk client to freeze.
• Outgoing mail server: The 'Date' field is added to the e-mail header.
• Read Email: The invitation to an appointment (created in MS Outlook) is not displayed correctly in the ticket.
• **In rare cases, the error message 'NullPointerException' occurs when reading an e-mail with an attachment.
• Plug-in 'Add recipient to CC': An invalid entry results in no more ticket history steps being displayed.
• Device import via LDAP, import definition: The statistics for the performed import show wrong values. Also, the preview of the first six entries in the import definition shows identical entries.
• Users and groups: The display of accounts in a group is now alphabetical by display name, not by UserID.
• Inventory (read-only): Filter dialog - button in 'Name' field is missing.
• Read-only resource: 'Share order' button is active
• HTML text: Problem reloading embedded images when authentication is required.
• Knowledge Base Article: Double-click edit sporadically shows blank solution.
• Knowledge Base: When a new article is created, it keeps focus in the article tree even if another article is clicked.
• Too many Oracle sessions: Under certain circumstances a large number of Oracle sessions are created, which leads to error messages in the i-net HelpDesk.
• Java version 1.7: For updates prior to 1.7_79, the HelpDesk client fails to start with the error message "Application cannot be started. ... Unsigned entry found".

Fixed Bugs

• Auto emails to the supporter on the occasion of ticket reactivation contain the text of the penultimate processing step instead of the last one.
• Auto emails: Logo is only displayed as an empty rectangle.
• Configuration: Custom recipient list for dispatcher auto-emails has been described more clearly and UI improved at this point in the configuration.
• Configuration: Determination of number of named users incorrect.
• Data import: Error in automatic data import via LDAP.
• Mobile Client IOS: Escalating existing requests does not work the first time.
• Migration: Error when migrating a 7.6 logo file ("mail.logofile") to the ProgramData directory of version 8.0.
• Report Preview: Text search does not work for rich HTML elements.
• Other minor bugs and imperfections have been fixed.

• Identical attachments, e.g. images, are only saved once.
  • Images embedded in the text or logos in the signature are not displayed in the "Attachments" tab by default, just as duplicate attachments are only displayed once. Duplicate attachments are always when the bit comparison of the files gives an identical result.
  • In parentheses you can see the number of hidden files. Uncheck the checkbox to have the image files as well as the duplicate attachments displayed in the "Attachments" tab.
• Inventory Attachments: The Inventory module offers the possibility to store one or more attachments per configuration item (CI).
• Text module definition: Graphics can be added.
• Central dictionary
  • In addition to the previous two interfaces for general and for a user dictionary, the HelpDesk spell checker now also offers an interface for a central 'subject dictionary'.
  • Include in a file 'subject words' that are relevant for all HelpDesk users in the company. Alternatively, you can import the entries from your own (well maintained) previous user dictionary.
• Intelligent handling of e-mail undeliverable messages
  • Incoming e-mails are checked for bounce messages ([https://de.wikipedia.org/wiki/Bounce_Message]) and, if necessary, placed as such on an internal "list" maintained only in memory.
  • The sender addresses of these e-mails are either temporarily or permanently not accepted as recipients of auto-emails, depending on the type of error.
    • more than 100 emails on one ticket > 12 hours block (for this ticket)
    • Memory problems (account or server full) > 3 hours (for the address)
    • 550 5.7.1 Unable to relay > 3 hours (for the address)
• Set Deadline - The suggested time is about 45 min. in the future (and not in the past as before).
• Menu Resources: Request to delete resources that have tickets and/or sub-resources
  • Any remaining open tickets can be moved to another resource.
  • The supporter's resource membership can be retained, so that a supporter search on old tickets of this resource would still be successful.
• Resource Only Dialog: When creating a new job, minimizing the dialog and thus accessing other modules such as the knowledge base are possible. An optionally activated stop clock remains active.
• Bundle tickets: If the master ticket is terminated, then all slave tickets are also terminated.
• User selection list: Double click is supported
• SSL connection for LDAP (LDAPS) possible, e.g. interesting for user import from Active Directory (Web Configuration > General > Connections)
• Request list: Display of bundled requests (end user/customer)
• Quick-Ticket and display in knowledge base: A new order via Quick-Ticket is no longer published in the knowledge base. If, on the other hand, a Quick Ticket is applied to an existing(!) order, then the setting made in the order regarding the display in the knowledge base is retained.
• link in the ticket: file link (UNC path or drive) to a file is possible
  • If no identical file exists, then the image is displayed as usual in the "Attachments" tab with its file name.
• Web client: Scripts of the customers are supported. But: Realization would have to be done by i-net software and would have to be paid for
• Support for Skype and Facetime.
  • With the Links-Addon it is now possible to open Skype or Facetime. For this you have to use the syntax "tel:" or "skype:" in the link, e.g. "skype:<%phone%>?call"
• Mail in interface: PriID is now also evaluated for existing jobs.
• Auto mail on "resubmission" at time itself, NOT 24h before anymore
• report "order_detail.rpt " now also contains the names of possible attachments

Fixed Bugs

• Reports - Print (job history): If at the end of the text two lines of an edit are wrapped to the next page, the last line is missing on the following page.
• Tab "Inventory": Allow editing and save (if right "Inventory" is set)
• Last editor is assigned with end user name if Auto-Dispatch is a web request. Last editor" is empty for requests via e-mail.
• Web client: A change of title (set Web configuration > General > Company data) is not displayed.
• 'Take over ticket' fails if stop-watch is active
• Knowledge base: Copying text and image to external (e.g. MS Outlook) possible if image reference is an absolute URL.
• Resource "Enter message" -> Message box does not pop up when applying Quick-Ticket
• Button on linked tickets missing for read-only access
• Print preview - ticket history, recipient field: line is overwritten if there are many e-mail addresses

• Indexing: After a restart of the indexing, the newest orders are now recorded first.

Fixed Bugs

• Desktop application for end users: The program gets stuck in the startup screen when first launched.

Fixed Bugs

• **HTML representation of a read-in e-mail: ** The text window is empty.
• Print preview (Linux server only): History of the ticket is not displayed.

Fixed Bugs

• Supporter only with restricted user selection list: User selection list remains empty
  • Prerequisite is that:
    • a user has ONLY resource rights, i.e. no dispatcher rights,
    • the 'UserAccessFilter' property has been set (limiting the user selection list to users with the same location/customer entry as the supporter) and
    • the field 'City/Customer' contains an entry with a space, e.g. 'City of Ahlen`, or with a hyphen, e.g. 'Klinik-Atlas'.
• Proxy connection (in rare cases due to filter rules): The "Attachments" button is missing from the customer's request list. Also, attachments and embedded screenshots are not transferred. The Java console reports that all files from the HelpDesk subdirectory "clientplugins" are invalid.
• HTML-Client: Search returns ALL tickets if number is entered in 'Search for', e.g. 20150223-01
• Setup (only if the checkbox for MS SQL Server Express was unchecked in the customized setup): Java runtime is not recognized, although present.
• Order processing; command 'Reply' (context menu of action 'Request'; only for bundled orders): For a 'bundle slave', the text from the request of the 'bundle master' is inserted in the reply dialog.
• Mobile for Android: Search returns error if search term contains two numbers, e.g. abc12xyz567.

Fixed Bugs

• Supporter-only with restricted user selection list: Prerequisite is that
  • a user has ONLY resource rights, i.e. no dispatcher rights,
  • the property 'UserAccessFilter' has been set (restriction of the user selection list to users with the same entry for location/customer as the supporter) and
  • the field 'City/Customer' contains an entry with hyphen, e.g. Idar-Oberstein.
  • Then the user selection list remains empty.
• **If the customer mail has been moved from the supporter to the HelpDesk mailbox via drag&drop, the sender of a reply mail will be the supporter's mail address and not the mailbox address.

Fixed Bugs

• Windows server with IIS (only with proxy usage and with multiple HelpDesk instances): the virtual directory 'helpdesk' is not an application.
• Order processing - Editor: There are errors with certain HTML formatting, e.g. with inserted tables.
• Order processing - Mail response (only if checkbox 'Header' is active): Fields of the dialog are empty if the request was made by the end user via HTML client.
• HTML client: automatic authorization based on user group without function.
• Linux-Clients: Error "translucency is not supported"
• Add-Ons: The fields 'computer name' and 'username' can now also be referenced as parameters.

• Email inbox: If the body of an HTML mail contains several thousand characters and can no longer be compressed for display, then the first part is read in as 'text-only' and the complete message is saved as an attachment "all.html" to the ticket.
• Java script: Parameter "resanwesend" (true or false) is available for incoming or outgoing auto mails. The parameter offers the possibility to evaluate whether an auto mail is received or sent within or outside the working hours of a resource.

Fixed Bugs

• Applet: Bug in the proxy script for MS IIS and Apache. New client parameter 'requesturl' was introduced.
• User Configuration menu: Applying changes to site/customer is not possible.
• Add-ons: In rare cases an umlaut in the original file name leads to a cryptic new file name without file type in i-net HelpDesk.
• Add-On 'addrecipientstocc': If the column 'Interested Parties' is shown in the call list and is moved, then an error occurs in the display.
• Login - Fixed Mobile Client login issues when password contained special characters and Windows Authentication was set.
• Knowledge Base: In rare cases, the link to a knowledge base article has incorrect syntax.

• New order (only applies to supporters with resource rights only): In addition, the two buttons "User history" and "Identifier history" are located in the toolbar.
• New job (only for supporters with resource rights): The stopwatch function is already active when the ticket is created. Prerequisites:
  • The ticket is assigned to a resource with the action 'Edit'.
  • The stopwatch function is activated for this resource.

Fixed Bugs

• Call URL (only in the applet when using a proxy): The call path is incorrect.
• Email inbox: If the body of the email contains a URL with a dollar sign, then the email is not read. The sender receives an undeliverable message.
• Order processing, Details, "Edit" tab: If a time is entered in the "From" field, then this value is cached. Subsequently, this time will be set for all actions, no matter in which ticket, if no time has been entered in the concrete processing step.
• Attachments: When attachments are saved simultaneously, the file names can be swapped under certain circumstances.
• User selection (all dialogs): User selection not possible if in the configuration ("Options" menu, "Dialog modification" tab, User data) a field identifier (display name) was changed to a hyphen at 'German' or 'English'.
• JTAPI: An error occurs in the interface.
• Order text - formatting: When pasting from MS Outlook, the formatting of the pasted text may change.

• New user selection dialog: Introduced a new dialog for selecting a user.
  • Note: The previous dialog is still visible in the following places: supporter without dispatcher privilege (resource-only membership), "Inventory" module, "Knowledge Base" module (edit articles) and serial tasks.
• Email response: Change in recipient selection: 'To' line with Cc/Bcc
• Order details - Tick history: Context menu with new actions "Reply" and "Forward"
  • Note: "Reply" and "Forward" are ONLY available if an email has generated this processing step (actions "Create request" or "Receive email")
• Text module definition: new placeholder "Content of e-mail (only for signature)"
• New placeholder for signature in the "Text modules" menu: automatically inserts the content of a received e-mail into the reply window for e-mail.
• Reply dialog, add attachments from ticket: The file name of the attachment is now followed by the creation date and time
• Task Detail - Split Task Button: When a task is split, there is a prompt to the user for security.
• Context menu order list: Number of marked tickets is output, e.g. 'Copy 8 marked line(s) to clipboard'.
• Query on exit:
  • Only affects i-net HelpDesk as an application, NOT the applet in the browser.
• Inventory tab: The context menu contains the command 'Copy device data to clipboard'. All existing data of this device will be copied to the clipboard and can be pasted anywhere.
• Device Pool tab: Entering a % sign in the identifier field of the Order tab plus clicking Save will display all hits in the Device Pool tab that have the string before the percent sign in the computer name field of the inventory.
• Prerequisite: the "Device Pool" add-on has been set up in the HelpDesk MMC, "Add-Ons" node.
• Response mail dialog:
  • Paste graphics from clipboard - transparency channel is supported.
  • Sender - Alias for supporter "Last name, First name"
• Actions tab: Follow-up status can be set freely for the actions "User comment" and "Receive email"
  • Example: Status "Reply", number = 106, icon: a GIF or JPG file with 16x16 pixels, stored on the HelpDesk server in the program directory .../i-net HelpDesk/Client/classes/images
    • The file Status-E-Mail-unread.gif is supplied with the program.
  • The statusMailEingang= entry in the ServerProperties file is no longer supported.
• Order Search: Order fields 4 and 5 (if configured) have been added to the search mask.
• Category Levels: Any number of additional category levels (previously 3) can be added, as long as the total length of the individual category name does not exceed 50 and the length of the "category chain" name does not exceed 150.
• User Manager: Print Preview provides the further report "Users per location/customer".
• HTTP server from i-net software:
  • Also under Linux the HTTP server of i-net software is now installed, if port 80 or 443 are not occupied.
  • This means that Apache is no longer absolutely necessary for operation under Linux.
  • However, Java from Oracle or OpenJDK must be installed at least in version 1.7_X.
  • The login to the tool is done with a user account of the local system.
• Setup and Update: The included Java VM performs setup and update without the need to have Java installed locally.
• Setup if Apache is used: The file "httpd.conf" is searched automatically.
• Version number: The info dialog now shows the version number together with the branch and build number.
• Memory for Java: max memory reduced to 1000 MB

Fixed Bugs

• Task list: Warning traffic light when approaching automatic escalation
  • The two columns "Escalation" and "Escalation (Image)" shown cause a high thread count when there are a large number of possible escalation jobs.
• Order processing: Enter message for resource
  • The "To" date is inclusive of this day.
• Order processing: E-mail reply dialog
  • Checkbox "Original text" does not remember setting.
• Attachments:
  • If all attachments in a ticket are deleted, the paperclip may still be displayed in the list of tickets.
  • Attachments with the same name are renamed with the scheme "(1)(1)...".
• Bundle:
  • If a reply mail is sent from a slave ticket of a bundle, then clicking on the link will open the master ticket of the bundle.
  • Bundle and Auto-Mail: The text of a reply mail to a slave bundle ticket is considered by the <%subtemplate%> placeholder.
  • Bundle and Auto-Mail on termination: The email to the bundle slave also includes the text of the termination from the bundle master ticket.
• Process Editor: Under certain edge criteria, the process definition becomes invalid.
• Inventory: Fixed several minor issues with the tree in the device inventory.
• Knowledge Base: "Copy article link to clipboard" command incorrect.
• End User Dialog: When adding attachments, "ReaID" is put in front of the file name.
• User interface: Fixed several minor user interface imperfections.
• User Configuration menu: Several inconsistencies if fields were used as filters for which users had empty values.
• HTML Auto-Mail: Company logo is not incorporated.
• HelpDesk-MMC: Deletion of another DB connection sets ServerProperties to 0 kB.
• HelpDesk-MMC, Add-Ons: multiple parameters are supported.
• Remote Interface: Opening with Internet Explorer 11 not possible.
• DBUpdater: DBUpdater is not always executed.
• Only OS X Apache: Multiple servers are started from the same instance.

• Order processing, history of the ticket: "Duration" column (in hours and minutes) available per step.
• Order processing, ticket history: A single step can be printed (context menu "Print preview for selected line").
• Order processing, history of the ticket: multiple selection of steps possible (context menu "Copy selected line(s) to clipboard")
• Reports: the times recorded with the stopwatch are taken into account when billing by time or cost.

Fixed Bugs

• Inventory: New order for device without reaction.
• Resource dialog: Bug in resource working hours; Also reduced minimum hours per week from 9h to 1h.
• Text module: Placeholder for order fields > Field "Classification" missing
• Quickticket Definition: Action 'Authorize' not available as setting.
• Order editing, tab "Attachments": If the ticket is in "Read only" mode, the menu item "Save in" is grayed out. But the "Save as" button is not.
• Mobile Client Only: Action "Escalate Manually" is available to a resource even though the right to "All Actions" has not been granted.
• MMC, Data Maintenance: If there is a workflow main job among the deleted jobs, the deletion fails (box "Error deleting data")
• Setup (OS X only): during setup via button "Customize" the checkbox "Start HelpDesk- Server after setup" has no effect.
• Java security warning: On some computers the checkbox "Do not show again for applications from this provider and from this location" is missing in this dialog.
• Setup: Option for panning to a new HelpDesk database is missing.
• Logon against HelpDesk database: Menu entry for password change is missing.
• Mobile Client: Error occurs when editing a request ("can't convert to type").
• Setup via "Customize": Option "Standalone" missing, although no Apache or IIS present.
• Auto mails in HTML format: The placeholder %logo% for the company logo is without function.
• MMC, node "Databases": various problems both when creating and deleting further database connections.
• Menu "User configuration" shows wrong sorting if fields were used as filters for which users had empty values.
• Correction in the report Uebersicht_Offene_Auf.rpt. The number of requests in the last 10 weeks is significantly larger than the number of completed tickets for many bundle tickets.
• Requests are not automatically authorized to the assigned resource because the option is active as default: "Do not automatically dispatch requests from unknown i-net HelpDesk users".

Fixed Bugs

• Linux / OS X: The httpd.conf was not correctly extended by the HelpDesk setup in rare cases. After uninstalling HelpDesk, the HelpDesk entry remained.

• **If a ticket has been assigned to the "Administrator" user, the fields in the "User data" tab will be read-only for all dispatchers/resources that do NOT have the right to access the User manager. The ticket can only be assigned to another user (if the "Change user" right exists).
• Resource + Supervisor: User group tab as module
• Response dialog: Author is now formed with last name, first name
• Protocol of clients has been revised with regard to a more understandable presentation.

New "Interested Parties" plugin

Plugins extend the functionality of i-net HelpDesk. The HelpDesk admin is responsible for activating them.

The plugin offers the possibility to define additional potential interested parties for ticket communication from an end user's point of view. As a result, these interested parties can optionally automatically receive a copy as CC for all manual e-mails from the ticket.

Example: The end user is an office staff member who selects one or more field staff members via the "Interested Parties" field.

Process

• In the end user client (Java only), a HelpDesk end user, e.g. the office staff member, creates a new ticket.
• The user names of one or more field service employees can be added from a list in an additional field (order free field4; name "Interested Parties"; to be shown by the HelpDesk admin).
• Furthermore, there is the optional option that the field staff members are set to CC for all MANUAL e-mails from the ticket (automatic e-mails are not considered).

Affected dialogs

• Request (User)
• Request list (user)
• Requests(Dispatcher) and
• Order processing(Resssource)

The names of interested parties, e.g. field service employees, must be included in the HelpDesk database like all other HelpDesk users, along with their e-mail addresses. HelpDesk users without e-mail addresses cannot be included in the "Interested Parties" field. It is possible to select the interested parties even without activating the checkbox.

Existing functionalities in the end user dialog are preserved, e.g.:

• Selecting a specific category will show additional fields.
• "Interested Parties" can be set as a mandatory field for the end user by the HelpDesk admin.

Note for the HelpDesk admin:

• The name of the file is addrecipientstocc.zip.
• Location is in the HelpDesk server directory subfolder Server/additional_plugins.
• For activation the file has to be copied into the directory Server/plugins.
• Finally, the HelpDesk service must be restarted.

Fixed Bugs

• New request: Dispatcher adds an attachment. This is not displayed in the request via a paperclip.
• Orders: Email inbox contains a "message as attachment", which in turn has one or more attachments. These attachments are not displayed.
• Order details, editing in history: Ctrl + S does not save in the existing editing step. While editing a realization step, it is now possible with Ctrl + S to save this step without immediately creating a new realization step.
• Order details, reply e-mail with attachment: If attachments were taken from the ticket in reply e-mails, there was no reference to the attachment in the realization step. There is now a note about the attachment in the realization step below the email.
• Task details, reply dialog: Attachments whose names have the form <ZAHL>_* are automatically renamed in some cases and sent without a number in the name.
• Order details, e-mail replies: In the recipient selection dialog, if the filter option "Without" is selected, all users are displayed, although only users with an e-mail address may be displayed in the selection.
• Task details, sender for client e-mails in the reply dialog: If no category is set, then an arbitrary mailbox is suggested as sender and not the mailbox from which the e-mail was read.
• Order details, tab "Attachments": If the file name contains a space or an umlaut and access from the HelpDesk client is via a proxy, then the file cannot be opened (box The file abc 123.kxl has been deleted on the server and is no longer available. (Error in .../Client/scripts/ClientProxy.vb))
• HTML text: An empty <p> tag at the end of the text causes no content to be displayed.
• User Manager: Creating a new user fails if the view of users is grouped by location/customer.
• Order Tree: If the tree structure is collapsed down to the root node and you exit the program, the next time you open the program the tree is still collapsed.
• ServerProperty "LastOnly" for history in Auto-Mail: Currently the content of the last processing is really always taken, even if this step is empty. This behavior has been changed. Now for "LastOnly" the last non-empty edit is inserted.
• Inventory: Filter does not work with the free fields
• Email Inbox: If the incoming email contains embedded images, then in rare cases the image references may not be set correctly.
• List of users: If you type the first characters in the input field, then setting the focus in the list is not done correctly if there are users with empty "Last name" field.
• Order field5 as mandatory field: the input of 2 values is not recognized as valid.
• Screenshot in Exit Auto email contains cache reference and not HelpDesk server reference.
• Comment feature without function
• HelpDesk.jnlp corrupt after changing text in title bar
• Process Editor cannot be displayed (only if Oracle is used as database)
• The increased security requirements of Java 7u45 have been taken into account.
• (only if MySQL is used as DB): Job details - history empty if database response time long.

• Order processing: The single action can be opened separately in a new window.
• Auto-Mails: Entry in the file ServerProperties for sending the last text step (subtemplate.order=LastOnly). Currently the content of the last edit is really always taken, even if this step is empty. Now the last non-empty edit is inserted at LastOnly.
• Indexing after server restart: System load reduced during indexing.

Fixed Bugs

• Module Requests: If requests are processed by several dispatchers, then entered texts may be lost.
• Requests module: Text in the "footer" remains visible after authorization in the now empty dialog.
• Task processing, reply dialog - sender for client mails: If no category has been set in the ticket, then any mailbox is listed as the sender and not the mailbox via which the e-mail was read in.

• Orders, replies dialog: The sender alias of the mailbox can be extended with the name of the author (supporter).
  • SMTP address is still e.g.: helpdesk@firma.de
  • But the display name is e.g. Max Supporter [HelpDesk Team]
  • This is the combination of the supporter's display name Max Supporter plus alias HelpDesk Team of the mailbox helpdesk@firma.de. The sender alias of the mailbox can be extended with the name of the author (supporter).
• Tasks, Reply dialog: For non-email steps, a short description is now also displayed in the preview window.
• Tasks: Deletion of completed tickets possible.\ Example: all tickets with the category Dot matrix printer should be deleted. - Button Search: Search for the category Dot matrix printers.
  • In the tree you can now see all found tickets.
  • Multiple marker
  • Now click the delete-X at the top of the toolbar.
• Tasks details: in the tab Edit the time will be set only when you open this tab.
• Order Tree: context menu now shows the concrete field name instead of Selection.
• Process definition: Manual escalation is now allowed as an action.
• End User Applet, New Request: Setting the subject is sufficient. The body can be empty.
• End user applet, List of own requests: Sorting of the column "Status" is now based on the status number, not on the alphabet. As a result, completed requests are displayed at the bottom of the list, no longer between the statuses of open requests.
• Attachments: The positive list of allowed file types can be extended. To do this, the file filefilter.properties must be created in the HelpDesk program directory.
• Server configuration: No automatic bundling in the specified mailbox: By default, imported e-mails are automatically bundled into a ticket if e-mails are found in the mailbox during the same or the following polling interval whose sender and subject are identical. This behavior can be disabled with the following entries in the ServerPorperties file.

# No automatic bundling in the specified mailbox
mail/ACOUNTNAME.noBundles=*

#No automatic bundling for one or n-any number of sender addresses
#(separator is the semicolon)
mail/ACOUNTNAME.noBundles=susi.schuster@firma1.local;max.mustermann@firma2.local

• New Report: Average Processing Times (Graphical) - This report calculates the average processing time of jobs completed in the specified time period. The report should provide the real support times if possible. Falsifying times due to waiting for customer response in some cases should be eliminated. Therefore it is defined in the report that the time between the action Email sent and a new processing (e.g. Receive email) is NOT calculated.
• Java-Script: There is a new trigger ITIL_CHANGE. This provides e.g. the possibility to send an auto-mail when the ITIL process changes.
• Ad-hoc reports for all. Every user can now see all stored ad-hoc reports. However, as before, you can only change your own.
• Update now also supports standalone if IIS was used before.
• New Java Mail version 1.5
• Improved JTAPI interface

Fixed Bugs

• Supporter with only resource rights: Button Attachments is missing in dialogs Apply Quick Ticket and New Order (only for resources).
• Ad-hoc reporting: Export of a report is not possible. (fixed in ReportViewer.jar)
• Email only template subtemplatelaststep: Layout in Outlook 2010 unsightly.
• Search dialog (standalone only): Old search text is not marked immediately and consequently cannot be overwritten directly.
• Auto mail to end user (customer) on immediate ticket completion in Requests module: Text of solution is not transmitted.
• Module Orders --> Details --> List of processing steps: sporadically very small display.
• HTML client (IE8/9 only) - Requests module: Formatting text and a dialog opens (e.g. select font color), then after closing the dialog the writing seems to have disappeared (white page). Resizing the window causes a redraw and the text is visible again.
• MMC, data maintenance: Tickets with status deleted cannot be deleted if a link exists.
• Attachments: When saving multiple files to disk at the same time, file names are not mapped correctly.
• Standalone client (.jnlp) only: "This application's digital signature has expired."
• Applet only: Entries with graphics cannot be sent or saved.
• Exit ticket fails if only a screenshot is pasted into the text field.