13.0.0.6

Changes

• The ticket assignment email notification is now displayed using the message_post_with_template which will beautify the message and will ad a direct button to the ticket record

Fixes and bugs

• cc'd partners were not added to the ticket conversation due to a bug in the message_subscribe method.
• The automatic stage movement was not being done properly as some fields were not being saved as they should which made the cron to erratically move tickets from stage to stage

13.0.0.5.1

Fixes and bugs

• added checks for the ticket creation before sending the user assignment email as if the id does not exist yet -i.e. NewId- the template generation will fail
• the domain wasn't loading properly when going back from the ticket form view and entering
  again. We fixed this by means of a computed field dedicated only for this purpose.

13.0.0.5

News

• Coupons can now be added to a given ticket via the helpdesk_sale_order addon

Changes

• Fields tracking: the priority, return, and user assignment of a given ticket will now be tracked via chatter (all) and an email notification (the latter)

Fixes and bugs

• Several fixes to the returns a ticket can have. The behaviour have been changed in order to be as native as possible
• The assigned user domain was fixed as it was being computed properly when a ticket went through different states
• New strategy of team's websites creation as, until now, modifying, ie, team a's website would affect team b's website
• Fixed several es_ES translations

13.0.0.4.1

News

• Added per-team return options; when a ticket's team has the sale order and return options checked and the sale order has at least one validated picking, a return can be placed which will create an incoming picking

Changes

• The ticket form view attributes distribution has been revamped

Fixes and bugs

• Minor fixes at the Done stage template level
• Added Recompute endpoint button for a manual change of a team's endpoint name in case the team's attributes has changed - this was needed since from version 13.0.0.2.* to 13.0.0.3 a significant revamp on the endpoints namespace has been made and some systems which had already deployed the previous versions wouldn't see the aforementioned changes

13.0.0.3

News

• Added auto-assign strategies to the team settings, as to allow several strategies of user assignation to a given team's ticket: manual, balanced, random and fixed

Changes

• The assigned user will be a member of the team if that team has members, otherwise the assigned
  user will be any internal user
• New per-team permissions rules; a ticket member can:
  • access their own assigned tickets, which can't be assigned to a team which they don't belong to
  • access all team's tickets, if they belong to
  • access all double unassigned tickets (no ticket and no user)
  • access all tickets with a memberless team assigned
  • cannot access tickets with a team with members the user does not belong to
• Revamped all endpoints, now the root one is /help and besides the tickets website list -my/tickets/- all helpdesk endpoints are children of the mentioned root one
• The publicity of a team's endpoint is now defined by the alias_contact field, this is: the same policy as the email receiving functionality will be applied to that of the endpoints
• Filling and submitting a form won't redirect to the helpdesk website list but to a thankyou page, mirroring the Contact us form behaviour

Fixes and bugs

• The main module now depends on website in order to make the endpoints sites website-editable, which allows adding new text or modifying the present fields attributes

13.0.0.2.1

Fixes and bugs

• The last release was missing some spanish translations

13.0.0.2.0

News

• New filter design for tickets
• Webform by team creation
• Filter assigned users by team members
• Link tickets and sales orders
• Automatic stage movements after fixed time
• Tags' color preview
• Ticket state's description is shown as tooltip in kanban ticket's view

Changes

• The star-rating system is made of three stars
• The Other information page has been deleted
• Kanban improvements

13.0.0.1

News

• New module which links tickets with sale orders
• Per-team webforms

Changes

• The star-rating now works as favourite/non-favourite as only a star can be assigned instead of three
• The tickets filters disposition has been changed
• When a user responds to a closed ticket via email, it'll be automatically moved to the first Unattended stage -sorted by sequence and id- which by default is the New stage
• Great revamp on the teams form view

Fixes and bugs

• The helpdesk website is now usable!!
• CI is green and the migration to 13.0 is stable