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WHATSNEW.md

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New stuff in 1.7-rc2

  • Bug fixes from rc1
  • Nested help topics support

New stuff in 1.7-rc1

  • Upgrade support for osTicket 1.6-rc1 and later
  • Multi-file upload support -- more than one file (configurable) can be uploaded with new messages, replies, and internal notes via the web interface
  • Department/Group access feature allowing members of a group access to a department. Staff members are members of a (primary) group, and that group can be granted access to one or more departments, granting the associated staff access to departments other than their primary department.
  • Email filters can specify a canned auto-response
  • Support inline attachments for fetched email

New stuff in 1.7-dpr4

  • Dashboard reports for ticket system activity and statistics
  • PDF print / export for tickets (staff pages only)

New stuff in 1.7-dpr3

  • Advanced search on tickets page
  • Ticket thread -- revised ticket message storage model for greater flexability
  • New database upgrade system allowing for continuous updates to the database model. This will greatly simplify the process of making modifications to the osTicket database.

New stuff in 1.7-dpr2

  • Autocomplete for ticket search box (emails and ticket numbers typeahead)
  • Redesigned staff login page
  • Warning when leaving unsaved changes in admin and staff settings pages
  • Auto change admin settings pages when selecting a new page from the drop-down list
  • Create a ticket in one click from the staff panel
  • Preview ticket from the search results
  • Export tickets to CSV file

New Features in 1.7

Version 1.7 includes several new features

Email Filters

As an upgrade from email banning (which is still supported), email filters allow for matching incoming email in the subject line and message body. For matching emails, the administrator has the ability to automatically route tickets:

  • To a specific department, staff member, and/or team
  • Automatically assign ticket priority and/or service-level-agreement
  • Disable ticket auto-responses
  • Send automatic canned responses

Canned Attachments

Attach files to your canned responses. These attachments are automatically attached to the ticket thread along with the canned response. The attachments are not duplicated in the database and therefore use virtually no space.

Service Level Agreements

Service level agreements allow for a configurable grace period based on the department or help topic associated with the ticket. A default SLA is provided, and a due date can be set to override the grace period of the SLA for a ticket.

Client-side Knowledgebase

Manage a searchable help document portal for your users

Dashboard Reports

Flashy reports of ticket system activiy as well as exportable ticket system statistics, allowing for easy report generation from office spreadsheet applications.

Ticket Export

Convert the ticket thread to a printed format for long term storage.

API

Interface with osTicket via HTTP requests. Starting with version 1.7, tickets are createable by submitting an HTTP POST request to either

/api/tickets.xml
/api/tickets.json