Releases for Support Ticketing System

8.x development snapshot.

A new release candidate, fixing the worst bugs that were reported against -rc1 and earlier beta releases. There's still a few known bugs to be addressed. Thanks for all the patches and testing!

(One "feature" snuck in, as UID1 showing up in all subscribe/assign lists was debatably a bug.)

Bug fixes:

Still in Beta; there are still known bugs. Rolling a new release though as a number of obnoxious bugs were fixed recently.

Bug fixes:

• #1392084: Notice: Undefined index: support_ticket in node_filter_form()...
  fully uninstall support module
• #1327278: Error when adding comment to ticket
  load full file object before using it in notifications
• #1405768: Missing spaces
  Zoltán Balogh: add missing spaces between sentences
• #1405196: Notice: Undefined property: stdClass when creating a ticket
  be sure $node->notification is set before using it
• #1458904: Some permissions seem duplicated, which may be confusing for some users.
  use node_list_permissions() generated support_ticket permissions 'create tickets' becomes 'create support_ticket content', 'delete any ticket' becomes 'delete any support_ticket content', 'delete own tickets' becomes 'delete own support_ticket content', 'edit any ticket' becomes 'edit any support_ticket content', and 'edit own tickets' becomes 'edit own support_ticket content'.
• #1446116: Notice: Trying to get property of non-object in support_comment_view()
  cleanup support_comment_view() protect against unloaded user object; protect against $client being FALSE
• #1390156: Notice: Undefined variable: client in _support_current_client() (line 3890 of ... sites/all/modules/support/support.module)
  prevent error if no valid $client object selected
• #1428572: Make i18n_variable a dependency
  check that the i18n_variable module is installed (which depends on the i18n module), not the i18n module itself
• #1508708: Secondary sort order does not work due to a typo in code
  andrewfn: sort per configured secondary sort order.
• #1128066: Improve documentation
  

This release contains the following changes relative to 7.x-1.0-beta2.

• Fix XSS issues.

A second -beta release, addressing a number of issues that were tracked down in -beta1. Note that the 7.x Support module now depends on the Entity module (providing CRUD support). Be sure to install the Entity API module before upgrading to the Support 7.x-1.x-beta2 release.

Bug fixes:

• #436726: Make it possible to assign ticket to other user at ticket creation
  reported by paddy_mul: Ajax support for client changing.
• #1287772: Undefined Variable
  reported by jlevinson: Fix undefined variable $user in support_query_alter().
• #1289244: State tabs are screwed up
  addendum: Fix subclients not having a default local task.
• #1289244: State tabs are screwed up
  Fix corrupted state tabs in support.module hook_menu().
• #1289256: clid 0 == all clients for support projects
  Fix fallout from the support_client 0 change.
• #1291290: Subclient support for projects
  Fix projects on subclients.
• #1299964: All tickets promoted to the frontpage
  reported by LeeHarveyOswald: Brown paper bag fix: Add missing else block that handles filtering out tickets
• #1300520: Project tab confusion
  reported by LinuxETC: Fix undefined index: und in support_mail_tokens(). Also, render the node body properly instead of using the fallback filter.
• #1301390: double escaping on support_reference_autocomplete
  Fix double escaping on autocomplete results.
• #1301408: Implement Drupal 7 style loading to reduce the number of queries and speed things up
  Implement Drupal 7 style loading to reduce the number of queries and speed things up.
• #1301424: {support_assigned} primary key is backwards
  Change order of {support_assigned} primary key. Add index on (uid).
• Fix a glitch with table sorting on support/user/%.
  

This release introduces a number of often requested new features, including: the ability to integrate support tickets with Organic Groups and other node access modules; a custom sort order for ticket displays; the ability to add arbitrary references between tickets; and limited project management. It also includes a wide assortment of bug fixes. All of these features and bug fixes are also being ported to the 7.x-1.x branch.

If using the support_timer module, please be sure to upgrade to the 6.x-1.3 release or later at the same time that you upgrade to this release.

The following bugs have been fixed since 6.x-1.5-rc1:

• #1098316: Remove multi-ticket update ability when there are no tickets
• #1256500: Huge support_assigned table and WSOD on administrator ticket update
• #1271038: Stop "There are no support clients configured/enabled." spam
• #1271180: Don't join to {comments} on the ticket overview.

Read on for the full change log since 6.x-1.4:
New features:

• Configurable default sort order for ticket displays.
  #738732: Request for a 'Primary sort order' setting
• Users can view/access tickets they created and/or are subscribed to.
  #775270: Users cannot see tickets they are subscribed to.
• Configurably allow bulk updating of ticket properties without providing a comment.
  #791266: Chaging ticket status without entering (required) comment body?
• New add on: support_references; allow arbitrary relations between tickets, exposed through block (thanks to Bdragon).
  #1185544: Implement ticket references
• New add on: support_pm - Support Project Management; replaces support_plan module (originally in support_timer project); projects can be assigned to client and tickets; client tickets can be filtered per-project; enhanced per-project support_timer_client_reports (invoices).
  #1190320: Use support ticketing system also as project managemen system?

7.x development branch.

The first step toward branching for a 7.x release is a new stable 6.x release to branch from. Huge changes since the last release. Heavily tested in production, but I'm still going to start with a Release Candidate to encourage testing before we officially roll 1.4 and branch for 7.x development.

A release candidate to test over the holiday weekend...

New features:

• #582168: multiple emails with the same subject should go to the same ticket: add configurable option to thread tickets based on the subject
• #481110: Support ticketing / helpdesk subscribe resets to on when editing ticket: add new notification settings, 'Prevent user creating or updating ticket from unsubscribing', 'Prevent autosubscribed users from unsubscribing', and 'Prevent assigned users from unsubscribing', all disabled by default
• #581806: Ability to perform custom processing when receiving emails: add hook_support_fetch_message_alter for altering messages when they are downloaded from the server
• #635952: Create & Invoke hook_support: provide hooks for altering tickets and clients

Bug fixes:

• #639962: support module sends out notifcations when comments are posted to non-ticket nodes: ignore non-support-ticket content
• #621060: Users without 'view other users tickets' perms see other tickets in node listings: respect 'view other users tickets' perm in node listings
• #584452: Attachments added via email not showing up in notifications: list attachments in notifications when posted via email
• #643500: autosubscribe settings not always respected when tickets are created: respect autosubscribe settings even when user doesn't have permission to subscribe other users
• #586512: Body field not populated with fetched mails: body field not populated with fetched mails
• #607468: Support module, how to hide "Tickets" tab on search: don't show 'tickets' search tab if user can't view tickets
• #600362: Cannot create client: create thread_subject column on new installs
• #586512: Body field not populated with fetched mails: remove FT_UID flags, breaking downloads on EXCHANGE, seem unneccessary (and one had a typo)
• #591608: Session cookie can cause a ticket to get re-assigned when editing: don't auto-assign ticket client if already set
• #583338: Code tries to access the property of a non-object: be sure $client is set before using it
  

The latest release of the Support Ticketing System adds a number of popular user requested features, including graphical charting of ticket statistics, the ability to auto-assign newly created tickets, and improved email attachment processing. Read on a for a complete list of new features and bug fixes.

New features:

• add basic reporting functionality using Google's chart API, dependent on the chart module
  #565018: Stats + Reporting
• display per-user statistics in user profiles
  #544826: Count reported tickets per user
• allow subscription of other users during ticket creation
  #377708: Make it possible to subscribe other users at ticket creation.
• add ability to auto-assign tickets to a specific user on creation, globally and/or per-client
  #511940: Provide option to auto-assign new tickets to configurable user
• add links to attachments in notification emails
  #542936: Link to attachments in notification email
• display 'post new support ticket' on ticket listings
  #515760: Add "Post new Support ticket" link to each client's ticket overview
• provide interface for moving ticket to be an update of another ticket
  #525180: Move ticket
• only add [##:HEX] to emails sent for integrated clients
  #531138: Remove [##:HEXCODE] from mails
• export assigned_username and assigned_realname
  #573768: Recover the field 'Assigned to' in the mail
• add update_realname token for displaying a user's real name in ticket notifications, based on patch by roball.
  #515982: New E-mail token "!update_realname"

Bug fixes:

• improve attachment handling for non-english characters
  #542802: Non-english filenames in attachments displayed incorrectly
• properly document configuration of allowed domains
  #580132: Blank allowed domains do not work as advised

The support module can be configured to allow tickets to be created and updated via email. In version 1.1, the support module will save any attachments found in these emails, automatically attaching them to the appropriate tickets. This feature is fully integrated with the optional comment_upload module.

Other new features:

Second release candidate for the Support Ticketing System / Helpdesk module. There have been a number of changes to permissions, so if upgrading from an earlier version of this module be sure to visit "Administer >> User management >> Permissions" and confirm that permissions are set as intended. Review INSTALL.txt for more information about what the various permissions mean.

Features:

• #446318: Hide status, priority, assigned options
• #472426: Jobtrack titles visible in Recent posts to all logged users
• #490992: Enable/Disable Support Links on users Account page