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osTicket 1.10
=============
## Major New Features
### Internationalization, Phase III
Phase III of the internationalization project is the next major advancement of
osTicket language support. The greatest improvement is that all
administratively customizable content. While this is a great last mile for many
multilingual support teams, we've also revisited the client interface main
pages as well as the knowledge base on both the client and staff panels.
* Elect primary and secondary languages
* Any language can be the primary, any number of languages can be secondary
* English-US can be disabled
* Order of secondary languages is sortable and controls flag order
* All content is translatable to secondary languages
* Help Topics
* Alphabetic sorting happens after translation
* SLA Plans
* Departments
* Custom Forms (and all configurations such as placeholders)
* Custom Lists
* Items
* Properties and configurations
* Site Pages
* FAQ Categories
* FAQ Articles
* Common attachments (available for all translations)
* Per-language attachments
* Content such as welcome emails and password-reset emails
* Olson timezones are used instead of GMT offset
* Auto-detect support for agent and client timezone
* Time and date formats can be automatic by locale preference now.
* Locale preference is the default
* Locale preference with forced 24-hour time is also an option
* Advanced format is also possible using the intl library and `sprintf` as a backup
* Formats including the day of the week are localized
* Chinese and Arabic formats using alternate day, month, and year digits and separators are now automatic.
* Client portal has HTML headers indicate search engine links to pages of other
languages, as well as the Content-Header HTTP header to indicate the intended
audience
* Spell check in text boxes, textareas and rich text editors should respect the
language of the content being edited
### Tasks
Tasks are sub-tickets which can be created and attached to tickets as well as
created separately. Tasks have their own assignees, department routing and
visibility, due date, and custom data. Tasks have their own threads and can
have a list of collaborators. All in all, tasks may very well be the greatest
advancement of osTicket since the advent of the ticket itself.
### New Advanced Search
The advanced search feature is rewritten to address several shortcomings of
the original feature as well as a host of new features including
* Search by any field, built-in or custom
* Save your searches
* Advanced search is shown as a new queue
* Current advanced search criteria is maintained between searches
* Sorting options are relevant to queue and preference remains after navigation between queues
## Minor New Features
### Thread editing
Thread items can now be edited. The original entries are preserved and are
accessible via a thread item's "History". Items can be resent with or without
editing them, and a signature selection is available when resending.
### Roles, and custom extended access
The group permissions component has been offloaded to a new component, named
"Roles". Roles allow for naming a set of permissions. Agents now have a
"Primary Role" which defines their access to global things like the user
directory and their access for their primary department. Each department
granted via "Groups" is allows to be linked to a distinct "Role". This allows
granting Read-Only access to some departments, for instance.
### Improved knowledge base interface
* "Featured" articles show on the front page
* Knowledge base search on front page
* Translatable content
* Locale-specific attachments
### Multiple forms and disable individual fields for Help Topics
Help Topic configuration has a new super feature. Multiple forms can now be
associated with each help topic, and the order the forms should appear for new
tickets and editing tickets is configurable. Previously, the custom forms were
always rendered above the "Ticket Details" form; but now it's completely
customizable. What's more is that individual fields **including the issue
details** can be disabled for any help topic.
### Department hierarchy
Departments are now nestable. All departments can have a parent department, and
the hierarchy is arbitrarily nestable. Access is cascaded so that access to a
parent department automatically extends access to all descendent departments.
### Image annotation
Images can be annotated to add simple shapes like ovals, boxes, arrows and
text. Annotates can be committed, and a new image is created from the
annotations; however, annotations can still be edited before the thread post is
submitted. Annotations are supported for both clients and agents, and the
images can be selected from the ticket thread, so images already posted can be
easily marked up.
### Variable context type-ahead
When editing content which uses variables, such as a thank-you page or an email
template, variable placeholders now use a type-ahead feature. This new pop out
significantly improves the connection between which variables are available in
which templates. It also allows for adding significantly to the variable
library without relying on exhaustive documentation to convey this information.
Some new variables include
* User lists, such as department members, team members, and collaborator lists
* Lists can be rendered as names, emails, or both
* Dates are format-able to time, short, full, and long
* Dates can be humanized to something like *in about an hour*
* Dates can be auto localized and formatted to the recipients locale and time
zone selection
* Attachments to thread items and custom fields can be attached via variable
(e.g. `%{message.files}`)
### Redesigned list management
The list management feature has a significant overhaul to accommodate larger
lists. It also provides a heads display of list item properties as well as AJAX
updates. CSV import and pagination have also been added as well as mass enable,
disable, and delete.
### Pluggable filter actions
Filter actions are now far more flexible allowing for more elaborate and
creative filter actions to be created. A new filter action has been added as an
example of future possibilities: send an email. The new feature allows for
ticket filter actions to be defined without modification to internal table
structures, and even allows actions to be created via plugins!
Actions are also sortable and performed in the order specified, which allows
doing something like sending an email before rejecting the ticket.
### Other Improvements
#### Custom Data
* Fields have more granular access configuration. View, edit, and requirement
can be enabled individually for both agents and end users
* Fields can be marked for required for closed. Therefore they can inhibit
closure of a ticket without a valid value.
#### Export
The agent's locale is considered when exporting CSV and semicolon separators
are used where necessary
#### User Interface
The subject line and many other text fields around the system are truncated by
the browser, which fixes early truncation for some language with long Unicode
byte stream, such as Chinese.
#### Improved lock system
The ticket lock system uses a code now which is rotated when updates to tickets
are submitted. This helps prevent unwanted extra posts to tickets. A new
annoying popup is displayed when viewing the ticket and the lock is about to
expire.
#### Draft system
The draft system has been rewritten to reduce the number of requests to the
backend and to reduce the dreaded "Unable to save draft" popup
#### ORM
The database query system is being redesigned to use an object relational
mapper (ORM) instead of SQL queries. This will eventually lead to fewer
database queries to use the system, cleaner code, and will allow the use of
database engines other than MySQL. The ORM was originally introduced in
osTicket v1.8.0, but has seen the greatest boost in capability in this release.
About 47% of the SQL queries are removed between v1.9.7 and v1.10
osTicket v1.9.8
===============
### Enhancements
* Update user information for existing users when importing CSV (#1993)
* Agent names are consistently formatted and sorted throughout the system (#1972)
* Memcache session backend support. (See `include/ost-sampleconfig.php`) (#2031)
* Email domain validation includes DNS record verification (#2042)
* Make ticket queue selection sticky (aa2dc85)
### Improvements
* Fix incorrect mapping of ISO charsets to ISO-8859-1, thanks @nerull7
* Fix unnecessary drop of ticket CDATA table because of update to deleted
field (#1932)
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