• Ticket components such as triggers will now check the ticket permissions of the task's owner. This means that if you happen to have any Task Planner tasks whose owner does not have access to certain resources, for example, then ticket change triggers will no longer fire for any tickets in these resources, and ticket series will no longer include these tickets, etc. In this case, we recommend either granting ticket privileges to the owner of the tasks or converting the task to be a "system task" by editing its settings - this causes the task to be run with full privileges and the components will therefore again work for any ticket.

• New task planner action "Set Read Status" which lets you set a ticket's read/unread status via task planner.
• Improved performance of "Tickets with Status" series by not loading all tickets upfront, significantly reducing memory usage for large ticket sets.
• Added an option to run the "Tickets with Status" series over all tickets, without a status filter.
• Added a 1-month option to task planner date filters (calendar-based month calculation).
• Added a "<none>" option to the Ticket Owner chooser in ticket filters, allowing users to filter for tickets without an owner.
• The Task Planner action "Apply Ticket Action" now supports the Sign action, including signature input and validation.
• Action "Add Autotext", job "Add Attachment" and "Set Resource" now work for closed and deleted tickets, if the configuration settings allow it.

Fixed Bugs

• Newly created ticket fields and user fields were not immediately visible in the task planner field selection dropdown until the server was restarted.
• Ticket owner filters with an empty value now match tickets without an owner.
• Email sending ticket actions now correctly include job result attachments if the attachment checkbox is active.
• Added missing setup migration for tasks that set the read or unread status with the Task Planner action "Apply Action to Ticket"

• Added a new "Add Ticket Sharing" action that allows supporters to grant read or write access to tickets for specific users and groups. The action can be used in task plans to automatically share tickets with other users or groups when certain conditions are met.
• Added two new ticket filter types: "Created" and "Last Modified". These allow filtering tickets by their creation date or last modification date, for a time period in the past.
• Added 4 additional longer date period options for filtering date fields.
• Added a new trigger type "Form Trigger" that can start a task plan when a form of submit type "Notify Task Planner" is submitted. The trigger can be configured to react to any form or only to a specific form.
• Added the ability to enter "time spent" on actions that are applied using the Task Planner action "Apply Ticket Action". This field also allows for placeholders.
• Ticket Change Triggers which are set to trigger on either "any ticket change" or when a ticket is "in a status" will no longer trigger on simple changes of whether a ticket is unread or not.
• Added ticket filter type: "Read status" which allows filtering tickets by their status of whether they are read or unread.
• The Task Planner action "Apply Ticket Action" now allows for rich text entry for the editing step.
• Ticket components such as triggers will now check the ticket permissions of the task's owner. This means that if you happen to have any Task Planner tasks whose owner does not have access to certain resources, for example, then ticket change triggers will no longer fire for any tickets in these resources, and ticket series will no longer include these tickets, etc. In this case, we recommend either granting ticket privileges to the owner of the tasks or converting the task to be a "system task" by editing its settings - this causes the task to be run with full privileges and the components will therefore again work for any ticket.

Fixed Bugs

• Improved resource display of sub-resources in trigger conditions or actions by displaying their paths.
• Fixed the process trigger not firing for "Reaching activity" if the activity was the starting activity of the process.
• Placeholders in formula jobs were not replaced if the values were empty.
• Empty values in selectable fields were sometimes not correctly checked in ticket filter conditions.
• The initial default values of ticket fields were not correctly applied to the ticket filter.
• Leaving the subject field empty for an Apply Ticket Action email action would cause the task to fail.
• Setting a ticket's resource to the same resource as before could cause the Set Ticket Field action to fail.
• Using a placeholder for a category in the Set Ticket Field action could lead to an error.
• Task planner placeholders for "Notify Task Planner" form fields of type selectable value (single-select, editable-select, multi-select, owner) now correctly resolve to the selected value instead of inserting raw JSON.

• Any editable ticket fields which are added by plugins will now be included in ticket task components and filters.
• In the Run Formula Job, placeholders which contain quote characters (") in their values will have these characters correctly be escaped for formula syntax to allow them inside strings.
• In the Set Ticket Field action, the ticket owner can be set, including using user id placeholders such as {lasteditor.id}
• Added placeholder "ticket.resource.email" which delivers the email field of the ticket's resource if there is one.
• Added the ability to filter tickets in ticket-based triggers not only by a ticket's process but also but its activity in that process.
• Listing users for ticket owner conditions checks the "List users and groups" permission.

Fixed Bugs

• In some circumstances, the task summaries would temporarily display incorrect values for some of the task component settings.
• The Add Attachment job did not allow users without Server Administration permissions to add attachments from Drive or from web sources.
• Empty values in custom number ticket fields were not correctly compared to specific values in ticket filter conditions.
• The default value of select fields was not being respected in conditions and in the set ticket field action.
• Customized ticket fields were correctly displayed with "Custom Field 1-7" labels instead of their custom display labels in ticket filters.
• Custom boolean ticket fields were not correctly checked in ticket filter conditions.
• Condition values for custom ticket field conditions were not correctly migrated from version 24.10.

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

Fixed Bugs

• The Ticket Change Trigger, when set to trigger only if changes caused conditions to be fulfilled, would trigger when any changes to master tickets were made whose slave tickets already fulfilled the condition of the ticket change trigger.
• The ticket field list in Task Planner components did not refresh when adding or removing ticket fields in the configuration.
• The "High Workload" trigger did not correctly check custom ticket fields for the value that had been provided in the trigger.
• Ticket filter triggers which are set to check for ticket field values of fields that have been deleted will no longer treat all tickets as fulfilling the condition.
• Custom ticket fields which contained time values were not correctly checked for ticket filters.
• Only display users ITILs they have access to.
• It was not possible to use a placeholder for the appointment date in the "Termin Vereinbaren" ticket action in the "Apply Action" task action.
• If an "Add Autotext" job referenced an autotext that was limited to certain application areas, then at runtime, the task could experience the error "Unexpected error: No Autotext found"...now any autotext that can be chosen within the Autotext job will work at runtime.
• Setting values of custom ticket fields with the "Set Ticket Field" action could have no effect if the custom ticket field had a non-text value type.
• If an activity triggering a Process Trigger was the start activity of a parallel process, then the primary ticket of the process was incorrectly used as the ticket source for placeholders.
• Task triggers with a second filter set to "None" could fail with "filter type is null" being logged.

• Added more user field placeholders for ticket triggers - dispatcher, creator, editor, and owner now also have location, note, and many other placeholders.
• Added deadline and identifier as ticket fields which can be used in ticket filters.
• Custom ticket fields can now be used in ticket filters. Number fields can be filtered for being above, below, equal, or unequal to a given value, and dates can be checked whether they are within 1-8 weeks from the task execution.
• Custom ticket fields also provider their own custom placeholders for other task components to use.
• Added email recipient filter to the email received trigger.
• Added the ability to choose "<none>" as a resource option for ticket filters.
• The Email Received Trigger will additionally detect incoming emails that caused new tickets to be created.

Fixed Bugs

• When a ticket resource was not set and a ticket filter was set to check for sub-resource, the ticket filter would run into the error "groupID must not be null".
• The ticket process started trigger did not correctly set the {action.*} placeholders.
• In the "Add Autotext" job, adding an autotext with formatting to a plain text editing step would add the autotext without formatting.
• Improved case-insensitive sorting of category names in the ticket filters.

• The Process Started Trigger supports triggering on activity reached/left for parallel ticket activities.
• The Process Started Series is no longer limited to authorized tickets only - inquiries are supported as well.
• Ticket filters can now additionally filter for whether the ticket's inquiry text contains a certain text.

Fixed Bugs

• It was possible that changing tickets in the desktop application did not lead to a triggering of a task by the Status Change Trigger.
• Activities of parallel tickets were not offered in the Ticket Process Trigger.

• Added new task template "Start Process when Priority set to Highest."
• Custom ticket fields can be used in task components with ticket filters, such as Ticket Change Triggers.
• In addition to being able to trigger when a process is started, the Ticket Process Trigger can trigger when reaching or leaving a specified activity in the process, or also when the process is ended.
• In addition to being able to trigger when a ticket is changed to a certain status or one of its fields is changed, the Ticket Change Trigger can trigger when a certain action is applied to the ticket.
• The placeholder "Ticket ID" will be filled into action components requiring a ticket ID by default as either "[Ticket ID]" or "{Ticket ID}", depending on which placeholders are offered by preceding task components.
• When filtering tickets by resource in task planner components, "include sub-resources" is offered as an option.
• Tickets created by tasks using the "Create Ticket With Quick Ticket" job can trigger other tasks. Endless loops will be detected and stopped.
• When filtering tickets, it is possible to filter by whether a ticket is in any process, in no process, or in a specific process.
• Improved the endless loop prevention algorithm.
• No unnecessary warning log messages about endless loops due to tickets created by the task planner.
• Ticket task components additionally offer the placeholder "ticket.ticketidlong" which will be filled with the "long" ticket ID form usually found in automail subjects.
• The new ticket trigger optionally offers filtering by whether or not the new ticket was immediately authorized to a resource or not.
• New "email received trigger" which triggers when an email is received, and can filter based on subject, sender email address, and/or email body text.
• New placeholder "action.emailsender" provides the sender email address of an "email received step" if applicable.
• New placeholders "action.steptext" and "action.steptext.html" provide an action step's text if available (as plain text or formatted as HTML, correspondingly).

Fixed Bugs

• Changing process names caused any reference to the process in triggers or series to be lost.
• Using the Set Ticket Field Action with empty values could cause an error.
• The Set Ticket Field Action will correctly validate and not allow setting an empty value for a field that does not allow empty values, such as priority.
• In some cases, the incorrect priority was displayed in task component descriptions.
• For the High Workload trigger, additional conditions and properties are evaluated correctly.
• A rare ConcurrentModificationException when deactivating tasks while ticket changes are being made is avoided.
• Ticket numbers with 4 more or digits were pasted into {ticket.ticketid} placeholders as formatted with thousands separators.
• In rare cases, the task condition description could contain incorrect resource names.
• Exporting and importing tasks could have internationalization issues for resource filters.
• The job "add autotext" did not correctly replace placeholders in the autotext.

• All ticket components (triggers and series) in the task planner now offer filtering options for which tickets to include.
• Not only this, filters now can contain one or two conditions, either linked by "AND" or by "OR": i.e. they will only include tickets that fulfill both conditions, or they will include tickets that fulfill at least one of the conditions.
• The checkbox "Only My Resources" has now been removed, instead you can choose the entry "<Any resource I am a member of>" as a resource filter.
• The Ticket Change Trigger now allows you to decide whether the trigger should start on any ticket change, or only if the ticket is in a certain status, or only if the ticket change leads to a status change of some kind.
• Improved display of tickets using values such as priorities / categories which have been deleted in the meantime.
• Improved checks for endless loops which could come about by ticket change triggers themselves leading to new ticket changes.
• The "Set Resource" Job will no longer show an error if a ticket is already in the chosen resource.
• Resetting/emptying a value with the "Set Ticket Field" Action will now work as expected.
• The "Set Ticket Field" action now supports setting a deadline using only working hours of the ticket resource.
• The "Expiring Warranty" series now offers the option of whether or not to include devices that have already expired, or only those which will expire in the near future.
• Improved names of placeholders of ticket fields like "ITIL" or "Priority" which used to contain "id" as suffix, now changed to "displayname" to more accurately reflect that they are replaced by the name.
• Added a "Start Process" action which allows you to set ticket processes for tickets.
• Added a "Run Formula" job which allows you to create a dynamic script in Crystal Syntax whose result will be placed in a placeholder called "hdformula"

Fixed Bugs

• Setting a trigger or series' filter to have an empty ticket owner did not correctly include tickets with an empty ticket owner.
• The trigger "High Workload" sometimes counted too few open tickets.
• The job "Add Autotext" adds the text to the latest processing-step instead to the latest system-step.

• UI improvements such as better sorting of entries in i-net HelpDesk Task Planner triggers, jobs, and actions.
• A new Task Planner action is available: "Set Ticket Field". This action will set the value of a given ticket field of a given ticket as a Task Planner action, which creates powerful capabilities in combination with triggers such as "New Ticket Created" or jobs such as "Create Ticket with Quick Ticket".
• New detailed placeholders are now provided by every ticket trigger for any subsequent actions or jobs. Virtually every ticket field can now be accessed for a given ticket by other Task Planner components.
• Fixed visibility of Task Planner triggers, jobs, and actions (based on a user's permissions) to be in sync with the visibility of help sections for these triggers, jobs, and actions.