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upgrade instructions
  • 3.02 (09/08/17)
    New features:
    - Support for Google reCAPTCHA on ticket submission form.

    Bug fixes:
    - next/prev links do not work in some browsers

  • 3.01 (02/11/10)
    Bug fixes:
    - UTF-8 encoding for inventory item labels does not work
    - corrupt html code in abstracts
    - next/prev links do not work if custom fields or item selected in the filter
    - Access Key finder fails to find tickets hidden by 'hide old solved' feature

    Layout Designer Module:
    Bug fix: UTF-8 encoding for inventory items does not work

    Inventory Module:
    - Bug fix: Dashboard does not observe access control restrictions

    Important: The following modules must be upgraded:
    Layout Designer
    Inventory Tracking Module
    Answer Library Module

    Templates affected: none (no need to reset templates)

    View the upgrade instructions


  • 3.00 (11/22/08)
    New features:
    - New ticket state - "On hold"
    - Using colors to mark ticket status in ticket browser
    - Color scheme section in Setup form (setup.cgi)
    - Annotate and Print options in ticket view. Attached images are shown inline in Print view (requires Image::Size module)
    - Carbon Copy: a custom field may be designated to keep a list of email addresses. Each customer side email message will be copied to the list.
    - Time tracking: a custom field may be designated to keep total work time your operators spent for answering a ticket.
    - wrapping long lines in messages
    - automatic recognition and markup of commonly used URLs in messages
    - persistent smtp connection - greatly reduces delays when sending email via smtp server

    Layout Designer Module:
    - "required" checkbox for a custom field
    - "hidden" checkbox for a custom field
    - editable custom fields may be modified through ticket form

    Groups Module:
    - ticket may be assigned to multiple groups
    - "hide operators" option. If active, the Trouble Ticket Express will show only departments the operator is a member of and operators that are members of department(s) the operator is member of. This applies to ticket transfer, search filter and ticket edit selectors available through operator interface.

    Inventory Module:
    - support for 'dashboard.tickets' config variable (defaults to 5) to control number of tickets listed in Dashboard View
    - preliminary support for 'email' and 'group' attributes required by soon to be released mail mapping module

    New modules:
    Export module
    Backup/Restore module

    Important: The following modules must be upgraded:
    Layout Designer
    Mail Module
    Groups Module
    MySQL Module
    SQL Server Module
    Inventory Tracking Module

    The upgrade requires purchase of ver. 3.x license(s). Upgrade to version 3.x is subject to 50% discount. Customer accounts established after 09/30/08 are subject to additional 25% upgrade discount.

    Templates affected: all

    View the upgrade instructions


  • 2.24 (10/12/07)
    New features:
    Simplified markup editor
    Minor bug fixes, html code cleanup
    New module: Message Editor


  • 2.23 (09/10/07)
    New features:
    Unicode support
    Ticket deletion and transfer permissions on per operator base
    Read-only operators
    Verification code (captcha) feature does not require GD Library any more
    Notification messages now include file attachments (the feature is optional, may be specified separately for customer side and internal messages, the feature is disabled in demo)
    Sticky custom field values for contact form (optional)
    Operator selector on contact form. Allows assigning a ticket to particular service representative. (optional)
    Autorefresh option in ticket browser
    Selective filtering in reports section
    Security fix:
    No ticket access key in URLs (operator interface). Prevents unauthorized access to tickets using browser cache


  • 2.22 (08/15/06)
    New module: Inventory Tracker
    New features:
    Multipart (HTML and plain text) email messages
    Group operations to allow closing, deleting and assigning multiple tickets
    Message preview for proof reading
    Loadable dictionary (CSV file) to allow easy translations to foreign languages
    Read-only access option for an operator
    Access verification image (aka captcha) to prevent spam submission by web form bots
    IP address logging for each message (visible by operaors only)
    New report types
    Groups Module
    If enabled group access control does not apply to the tickets owned by the operator (an operator may access his or her tickets regardless of group membership)
    Layout Designer
    Support for custom fields of item (drop down selector, accepts one of the values from the list) and list (multiple items selector, accepts a list of values) type.
    Direct management of contact form - changes to custom field settings are immediately available through user interface.
    Mail Module
    Email submissions by operators
    Support for binary encoding
    Upgrade notice: all modules and templates were affected. You must update all modules and reset templates (System Setup form, setup.cgi).

  • 2.21 (11/30/05) Fixed: Internal Server Error while setting up Trouble Ticket Express for the first time.
    Templates affected: None. Add-on modules affected: None.

  • 2.20 (11/24/05) New features: Reports
    Date range ticket filter
    Page cache (improves reporting and full text search performance)
    The affected 2.18x or 2.19x templates will be automatically updated, preserving customizations if any.
    You will need to reset all templates (see System Setup form, setup.cgi) while upgrading pre-2.18 package.
    Add-on modules affected: Layout Designer, SQL Server, MySQL.

  • 2.191 (11/23/05) Bug fixed: Resetting templates results in Can't use string ("D") as an ARRAY ref while "strict refs" in use error.
    The affected 2.18x or 2.19x templates will be automatically updated, preserving customizations if any.
    You will need to reset all templates (see System Setup form, setup.cgi) while upgrading pre-2.18 package.
    Add-on modules affected: none

  • 2.19 (11/14/05) Full text search (upgrade to SQL Edition is recommended).
    Ticket abstracts in ticket browser
    Restricted Access option (Group Mode), use setup.cgi to activate
    Minor bug fixes
    The affected 2.18 templates will be automatically updated, preserving customizations if any.
    You will need to reset all templates (see System Setup form, setup.cgi) while upgrading pre-2.18 package.
    Add-on modules affected: all

  • 2.182 (08/09/05) Minor bug fixes.
    Fixed: no operator notification on submission of a followup to open ticket
    Fixed: no default group notification for email based submissions while in a Group Mode
    No templates affected.

  • 2.181 (08/03/05) Minor bug fixes.
    No templates affected.

  • 2.18 (07/29/05) Group Mode feature (requires purchase of add-on module)
    Microsoft SQL Server Module
    Improved MySQL Module performance
    Mail module now handles attachments (requires MIME::Parser Perl module)
    Ticket editor (allows editing exisiting ticket info such as subject, customer email address and name, custom fields)
    Hide old solved tickets feature
    Templates affected: ALL (please reset templates via setup.cgi).
    Add-ons affected: Email Module (download), MySQL Module (download), Layout Designer (download)

  • 2.17 (04/05/05) Answer Library feature (requires purchase of add-on module)
    Hidden messages for internal communications and logging
    Markup tags (bold, italic, underline, code, image and hyperlinks)
    Operator images
    Flat file (non-MySQL) mode only: Improved database updates scheme. Upgrade is strongly recommended to all flat file mode setups, as it minimizes chances of main index file corruptions due to web server crash or restart during database update.
    Templates affected: ALL (please reset templates via setup.cgi).
    Add-ons affected: Email Module (mailbox.cgi update is optional, download here)

  • 2.16 (10/19/04) Layout Designer feature (requires purchase of add-on module)
    Templates affected: helpdesk.html, ticket.html.
    Add-ons affected: MySQL (TTXMySQLTickets.pm Please update if installed!, download here)

  • 2.15 (05/25/04) MySQL Add-on feature (requires purchase of add-on module)
    Templates affected: none.
    Files affected: ttx.cgi, TTXTicket.pm, TTXCommon.pm, TTXDesk.pm, TTXTickets.pm.
    New files: mysqlsetup.cgi, TTXMySQLSetup.pm, TTXFileTickets.pm
    Add-ons affected: Email Piping (mailbox.cgi Please update if installed!, download here)

  • 2.14 (05/21/04) Fixed: 'Customer is allowed to add a follow-up message to an already closed ticket.'
    Now a submission of a follow-up message to an already closed ticket will open new ticket with a reference to the original (already closed) ticket. The upgrade is highly recommended, as it eliminates "hidden" follow-ups to closed tickets.
    Templates affected: none. Files affected: ttx.cgi, TTXTicket.pm

  • 2.13 (05/10/04) Email piping feature (requires purchase of add-on module)
    Templates affected: none. Files affected: ttx.cgi

  • 2.12 (04/17/04) File attachments feature (requires purchase of add-on module)
    Templates affected: ticket.html, newticket.html, footer.html.

  • 2.11 (03/12/04) Fixed: 'Error scrolling to last page in ticket browser'
    Templates affected: none. Files updated: ttx.cgi, TTXDesk.pm

  • 2.10 (02/13/04) New message notifications are sent to owner only.
    Ticket transfer feature.
    Extended filtering on ticket status (Active = Responded+Solved, Not solved)
    Mandatory option for custom fields
    Templates affected: none.

  • 2.09 (01/20/04) Fixed: 'Blank pages on form submission with empty message field'. Templates affected: footer.shtml (version number update only)

  • 2.08 (01/16/04) Fixed: 'Blank pages on form submission using Netscape 4.79'. Templates affected: footer.shtml (version number update only)

  • 2.07 (01/13/04) 'Access Key' feature. Time zone offset variable. Improved ticket status control. Templates affected: keyform.html

  • 2.06 (01/07/04) 'Delete ticket' feature. Templates affected: ticket.html

  • 2.05 (01/06/04) Support for multiple customer service forms. Templates affected: newticket.html

  • 2.04 (01/04/04) Support for custom fields in service request form.

  • 2.03 (12/10/03) Initial public domain release.




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