jstanden
11-06-2007, 09:35 AM
Hey all!
This batch of commits completes the 4.0 Beta and advances us to the 4.0 RC1 (Release Candidate) milestone! This should take care of almost all open bug reports.
There are some major usability improvements, most notably:
* The new 'Overview' page in 'mail' section.
* Service Level priorities (sorting mail by sender importance rather than arbitrary updated dates or priorities).
* Quick Assign from any worklist.
* Copy any worklist to a private workspace (along with the current columns and criteria). This is especially useful to copy the worklists generated by Overview.
* You can now mass assign/take/release tickets from 'Bulk Update' on any ticket worklist
* You can now set group membership from Configuration->Workflow (rather than just setting the initial manager).
The full changelog:
* CHD-168: [IE7/Safari/Opera] Delete confirmation does not appear preventing users from actually deleting content
* CHD-239: BCC email feature
* Fixed a rare include_path/getcwd() issue with framework.config.php on Windows servers.
* Added a Doxygen configuration file for generating API docs. We still need to tweak some Javadoc comments to properly layer the API in the output (DAO, Model, etc.)
* Added an 'Overview' workspace to the 'Mail' section. This shows all Groups/Buckets and Worker Assignments in one place to help with the issues people are having switching between group workspaces.
* Improved DAO::search with optimizations for DAO_Ticket and DAO_Address. By default, the total results was coming from ADODB->RecordCount() which was running the full SQL query from the view (with columns and ordering). Now this will simply "select count(*)" from the proper DAO entity using the proper JOINs and WHERE clause but without counting actual data coming back over the network (which is slooooow on 100K ticket views).
* Added the ability to Quick Assign from any worklist/view. This will scan the current list/view/search for assignable tickets. The worker is then told how many tickets are available for assignment, and they can choose to accept a number of them (from top priority, driven later by SLAs). Once accepted, the first assigned ticket will automatically be displayed and next/prev paging will be available for the set (credit to Dan@WGM for the idea!)
* Added 'Service Levels'. These allow you to give precedence in a specific order to groups of Organizations/Addresses, such as: VIPs, Paid Support, Management, Friends, etc. Tickets now sort in 'Service Priority' order, and Quick Assign also distributes work by this priority. You can set service levels from Configuration. Added a service level breakdown to Mail->Overview.
* Added the ability to mass-assign SLAs (Service Levels) to Contacts and Addresses from their lists. This lets you search for addresses by domain, or contacts by name/etc, and assign them a priority for all future e-mail.
* Implemented Quick Search for Contacts (Organizations and Addresses)
* Tuned Mail->Overview (moved Service Level totals to the top, changed the sort order on Service Level focus to Updated Date -- since it makes no sense to sort a single Service Level by Service Priority).
* Added a 'copy' action to all ticket worklists. This clones whatever worklist you're looking at (search, overview, another worklist, etc.) and lets you keep a copy on a private workspace. This is especially helpful if a worker frequently switches between a common set of worklists since they can now put them all in one place. This is also helpful for new users, who can simply steal their initial worklists from Overview instead of needing to learn to set them up.
* Removed the 'My Tickets' auto-workspace. This was deprecated by custom workspaces and the Overview auto-workspace.
* Added the ability to view the Address Book pop-up from Display Ticket.
* The Address Book pop-up will now show the number of open/closed tickets from the given contact with a link to display them in a search.
* Added 'Next Worker' to Ticket bulk update (for mass assign, mass take or mass surrender).
* Added a bulk update action to the Address lists. Currently it can mass assign service levels.
* Moved group configuration to a 'my groups' link by configuration in the top right header. This ends up being more intuitive since 'Groups' aren't restricted to just e-mail.
* R.I.P. Group Workspaces (these have been replaced by Overview, My Workspaces and 'copy' worklists)
* Added a much simpler way to assign members/managers to groups from Config->Workflow->Groups and My Groups->Members.
* CHD-198: Make sure 'simplexml' and 'xml' are required by the serverchecker/installer
* CHD-226: Installer - Check for SPL extension
* CHD-225: Installer - Check for DOM extension in the installer
* CHD-127: Possible to lock yourself out of Helpdesk by removing all Admin privileges within the Configuration section
* CHD-259: Update lock not correctly cleaned up in classes.php
* CHD-263: <textarea> tags cause replies in the Cerberus GUI to get corrupted in appearance
* CHD-202: No confirmation prompt when deleting e-mail templates
* CHD-274: Errant quote in template messes up send function
* CHD-264: [IE6/IE7] 'Send Mail' screen's "from" field is corrupted
* CHD-227: [IE7] "This conversation is completed for now" checkbox does not refresh "Next Action" fields below it
* CHD-194: [IE7/Opera/Safari] Browsers displaying odd behavior when manipulating Groups in 'Add Filter' section
* CHD-270: [Address Book] 'People' tab functionality appears to be broken in several spots
* CHD-268: [Fetch & Retrieve] The help icon does not work in the 'Add Knowledge Resource' popup
* CHD-98: Emails that come into the Helpdesk without subjects do not create hyperlinks
* CHD-189: [Opera] 'address book' navigation link has a forced line break
* CHD-155: The 'clickable' email addresses 'Address Book' information found in ticket list columns are swapped after a reply is sent
* CHD-260: No way to make Cerberus generated URLs use https://
* Super Sort now allows sorting into all buckets of Groups you're a member of.
* Implemented the considerations from RFC3834, including: Don't autoreply to another autoreply; Don't autoreply to return-path: <>; Don't autoreply to spam; Don't autoreply to postmaster@ or mailer-daemon@; Don't autoreply to mailing lists; Don't autoreply to the same sender twice within 10 mins
* Added the event hook 'cron.heartbeat' which can be observed by any plugin that wants to implement interval or time-based functionality.
* CHD-250: Auto-Reply to an unknown address results in a mail loop
* CHD-243: Setting time to "resume a conversation" does not seem to re-open tickets
* CHD-152: Deleting a group's bucket that has an 'inbox auto-sorting' rule applied to it will create non-recoverable tickets
* CHD-193: Community tools don't work in some environments when on a subdomain root with .htaccess
* Tweaked the mail Overview to not keep resetting the sort by column in the worklist.
* CHD-283: "Always" option in Super Sorter doesn't know which group to associate actions with
This batch of commits completes the 4.0 Beta and advances us to the 4.0 RC1 (Release Candidate) milestone! This should take care of almost all open bug reports.
There are some major usability improvements, most notably:
* The new 'Overview' page in 'mail' section.
* Service Level priorities (sorting mail by sender importance rather than arbitrary updated dates or priorities).
* Quick Assign from any worklist.
* Copy any worklist to a private workspace (along with the current columns and criteria). This is especially useful to copy the worklists generated by Overview.
* You can now mass assign/take/release tickets from 'Bulk Update' on any ticket worklist
* You can now set group membership from Configuration->Workflow (rather than just setting the initial manager).
The full changelog:
* CHD-168: [IE7/Safari/Opera] Delete confirmation does not appear preventing users from actually deleting content
* CHD-239: BCC email feature
* Fixed a rare include_path/getcwd() issue with framework.config.php on Windows servers.
* Added a Doxygen configuration file for generating API docs. We still need to tweak some Javadoc comments to properly layer the API in the output (DAO, Model, etc.)
* Added an 'Overview' workspace to the 'Mail' section. This shows all Groups/Buckets and Worker Assignments in one place to help with the issues people are having switching between group workspaces.
* Improved DAO::search with optimizations for DAO_Ticket and DAO_Address. By default, the total results was coming from ADODB->RecordCount() which was running the full SQL query from the view (with columns and ordering). Now this will simply "select count(*)" from the proper DAO entity using the proper JOINs and WHERE clause but without counting actual data coming back over the network (which is slooooow on 100K ticket views).
* Added the ability to Quick Assign from any worklist/view. This will scan the current list/view/search for assignable tickets. The worker is then told how many tickets are available for assignment, and they can choose to accept a number of them (from top priority, driven later by SLAs). Once accepted, the first assigned ticket will automatically be displayed and next/prev paging will be available for the set (credit to Dan@WGM for the idea!)
* Added 'Service Levels'. These allow you to give precedence in a specific order to groups of Organizations/Addresses, such as: VIPs, Paid Support, Management, Friends, etc. Tickets now sort in 'Service Priority' order, and Quick Assign also distributes work by this priority. You can set service levels from Configuration. Added a service level breakdown to Mail->Overview.
* Added the ability to mass-assign SLAs (Service Levels) to Contacts and Addresses from their lists. This lets you search for addresses by domain, or contacts by name/etc, and assign them a priority for all future e-mail.
* Implemented Quick Search for Contacts (Organizations and Addresses)
* Tuned Mail->Overview (moved Service Level totals to the top, changed the sort order on Service Level focus to Updated Date -- since it makes no sense to sort a single Service Level by Service Priority).
* Added a 'copy' action to all ticket worklists. This clones whatever worklist you're looking at (search, overview, another worklist, etc.) and lets you keep a copy on a private workspace. This is especially helpful if a worker frequently switches between a common set of worklists since they can now put them all in one place. This is also helpful for new users, who can simply steal their initial worklists from Overview instead of needing to learn to set them up.
* Removed the 'My Tickets' auto-workspace. This was deprecated by custom workspaces and the Overview auto-workspace.
* Added the ability to view the Address Book pop-up from Display Ticket.
* The Address Book pop-up will now show the number of open/closed tickets from the given contact with a link to display them in a search.
* Added 'Next Worker' to Ticket bulk update (for mass assign, mass take or mass surrender).
* Added a bulk update action to the Address lists. Currently it can mass assign service levels.
* Moved group configuration to a 'my groups' link by configuration in the top right header. This ends up being more intuitive since 'Groups' aren't restricted to just e-mail.
* R.I.P. Group Workspaces (these have been replaced by Overview, My Workspaces and 'copy' worklists)
* Added a much simpler way to assign members/managers to groups from Config->Workflow->Groups and My Groups->Members.
* CHD-198: Make sure 'simplexml' and 'xml' are required by the serverchecker/installer
* CHD-226: Installer - Check for SPL extension
* CHD-225: Installer - Check for DOM extension in the installer
* CHD-127: Possible to lock yourself out of Helpdesk by removing all Admin privileges within the Configuration section
* CHD-259: Update lock not correctly cleaned up in classes.php
* CHD-263: <textarea> tags cause replies in the Cerberus GUI to get corrupted in appearance
* CHD-202: No confirmation prompt when deleting e-mail templates
* CHD-274: Errant quote in template messes up send function
* CHD-264: [IE6/IE7] 'Send Mail' screen's "from" field is corrupted
* CHD-227: [IE7] "This conversation is completed for now" checkbox does not refresh "Next Action" fields below it
* CHD-194: [IE7/Opera/Safari] Browsers displaying odd behavior when manipulating Groups in 'Add Filter' section
* CHD-270: [Address Book] 'People' tab functionality appears to be broken in several spots
* CHD-268: [Fetch & Retrieve] The help icon does not work in the 'Add Knowledge Resource' popup
* CHD-98: Emails that come into the Helpdesk without subjects do not create hyperlinks
* CHD-189: [Opera] 'address book' navigation link has a forced line break
* CHD-155: The 'clickable' email addresses 'Address Book' information found in ticket list columns are swapped after a reply is sent
* CHD-260: No way to make Cerberus generated URLs use https://
* Super Sort now allows sorting into all buckets of Groups you're a member of.
* Implemented the considerations from RFC3834, including: Don't autoreply to another autoreply; Don't autoreply to return-path: <>; Don't autoreply to spam; Don't autoreply to postmaster@ or mailer-daemon@; Don't autoreply to mailing lists; Don't autoreply to the same sender twice within 10 mins
* Added the event hook 'cron.heartbeat' which can be observed by any plugin that wants to implement interval or time-based functionality.
* CHD-250: Auto-Reply to an unknown address results in a mail loop
* CHD-243: Setting time to "resume a conversation" does not seem to re-open tickets
* CHD-152: Deleting a group's bucket that has an 'inbox auto-sorting' rule applied to it will create non-recoverable tickets
* CHD-193: Community tools don't work in some environments when on a subdomain root with .htaccess
* Tweaked the mail Overview to not keep resetting the sort by column in the worklist.
* CHD-283: "Always" option in Super Sorter doesn't know which group to associate actions with