Cerberus Helpdesk

Software Screenshot:
Cerberus Helpdesk
Software Details:
Version: 7.1.5 updated
Upload Date: 9 Apr 16
Developer: Cerberus
Distribution Type: Freeware
Downloads: 25
Size: 5844 Kb

Rating: 2.5/5 (Total Votes: 2)

Cerberus Helpdesk is a functionally and visually optimized graphical user interface that guides managers and agents to the issues that need their attention.

Regardless if they are emails, tickets, tasks and calendar events, Cerberus Helpdesk provides a professional solution for managing to-do items and customer support.

Cerberus Helpdesk can be used as a ticketing center, as a time tracking app, as a customer knowledgebase or as a messaging system.

Cerberus Helpdesk is also very customizable and can practically be adapted to anything a developer might need from his helpdesk platform.

What is new in this release:

  • The language encoding in the framework.config.php now defaults to UTF-8. Previously, this defaulted to ISO-8859-1 (Western Latin) if the database wasn't originally created with UTF-8 default encoding (as MySQL's default was latin1). Using UTF-8 has been our recommendation for many years. UTF-8 can be used to display the web pages even if the database continues to use latin1.
  • Removed the deprecated cache settings in the framework.config.php file since caching is now configured from Setup->Configure->Cache in the UI.
  • Removed the deprecated APP_DB_DRIVER setting in the framework.config.php file since 'mysqli' is now required.
  • [Code Cleanup] Added APP_DBSLAVE* settings to the framework.config.php file.
  • Defaulted DB_CHARSET_CODE to 'utf8' in the framework.config.php file. If you're still using legacy 'latin1' encoding, now is a good time to convert your database to UTF-8 to properly handle multibyte languages. You can also just fix the inevitable conflicted line in this file after upgrading if you want to continue using your original settings. This new default was selected because it will match how most people are configured and cause a conflict for the least amount of people (i.e. not changing superior 'utf8' back to inferior 'latin1' on existing installs during the upgrade).
  • If the schema of a worklist is unchanged during a request (page, sort by, columns, filters, etc), then it will no longer be redundantly persisted to the database. Previously, most worklists were always saved after being accessed regardless of whether or not they had changed during the request. This created some extraneous write traffic on the database (and any subsequent replication, binlog backups, etc). This is now handled more efficiently for all worklists, including those provided by plugins.
  • The worker activity information in "Who's Online" now only updates once per request. Previously, it was possible for multiple activities to be sequentially written to the database even though the last one would replace all the earlier ones. This created some extraneous write traffic on the database.
  • Previously, all worker activity for "Who's Online" was updated once per 30 seconds. This waiting period has now been extended to once per 60 seconds. When this interval was first established, there wasn't a way for some activities (e.g. viewing a ticket profile) to ignore the waiting period and always update a worker's activity. Now that this is possible, the default activity can wait longer to update in order to reduce database write traffic.
  • Improved the performance of several operations involving temporary tables (e.g. searching) by ensuring that primary keys were added to the temporary tables.
  • Removed extraneous checks for the database connection status during a single request. Database connections no longer open until they're first used, and this connection checking is now handled in a simpler way.
  • Prevented extraneous database query lookups when the ID of a record is zero (non-existent). These extra lookups were happening in places like ticket profiles, where organizations are looked up for senders, and the orgs may be blank.
  • Updated the aesthetics of the installer to reflect the newest Cerb style.
  • The installer can now configure outgoing mail using the SMTP or Null transports. The latter makes it easier to set up development, testing, or evaluation environments.
  • When the installer creates the initial administrator account, the worker's first and last name can be provided so they don't need to change that after logging in.
  • When the installer creates the initial administrator account, the worker's timezone can be set. The initial value is automatically detected.
  • When the installer creates the initial administrator account, the worker's default calendar is now automatically created. Previously, this had to be created manually after logging in, while adding subsequent new worker accounts would automatically create those calendars.

What is new in version 7.1.4:

  • The language encoding in the framework.config.php now defaults to UTF-8. Previously, this defaulted to ISO-8859-1 (Western Latin) if the database wasn't originally created with UTF-8 default encoding (as MySQL's default was latin1). Using UTF-8 has been our recommendation for many years. UTF-8 can be used to display the web pages even if the database continues to use latin1.
  • Removed the deprecated cache settings in the framework.config.php file since caching is now configured from Setup->Configure->Cache in the UI.
  • Removed the deprecated APP_DB_DRIVER setting in the framework.config.php file since 'mysqli' is now required.
  • [Code Cleanup] Added APP_DBSLAVE* settings to the framework.config.php file.
  • Defaulted DB_CHARSET_CODE to 'utf8' in the framework.config.php file. If you're still using legacy 'latin1' encoding, now is a good time to convert your database to UTF-8 to properly handle multibyte languages. You can also just fix the inevitable conflicted line in this file after upgrading if you want to continue using your original settings. This new default was selected because it will match how most people are configured and cause a conflict for the least amount of people (i.e. not changing superior 'utf8' back to inferior 'latin1' on existing installs during the upgrade).
  • If the schema of a worklist is unchanged during a request (page, sort by, columns, filters, etc), then it will no longer be redundantly persisted to the database. Previously, most worklists were always saved after being accessed regardless of whether or not they had changed during the request. This created some extraneous write traffic on the database (and any subsequent replication, binlog backups, etc). This is now handled more efficiently for all worklists, including those provided by plugins.
  • The worker activity information in "Who's Online" now only updates once per request. Previously, it was possible for multiple activities to be sequentially written to the database even though the last one would replace all the earlier ones. This created some extraneous write traffic on the database.
  • Previously, all worker activity for "Who's Online" was updated once per 30 seconds. This waiting period has now been extended to once per 60 seconds. When this interval was first established, there wasn't a way for some activities (e.g. viewing a ticket profile) to ignore the waiting period and always update a worker's activity. Now that this is possible, the default activity can wait longer to update in order to reduce database write traffic.
  • Improved the performance of several operations involving temporary tables (e.g. searching) by ensuring that primary keys were added to the temporary tables.
  • Removed extraneous checks for the database connection status during a single request. Database connections no longer open until they're first used, and this connection checking is now handled in a simpler way.
  • Prevented extraneous database query lookups when the ID of a record is zero (non-existent). These extra lookups were happening in places like ticket profiles, where organizations are looked up for senders, and the orgs may be blank.
  • Updated the aesthetics of the installer to reflect the newest Cerb style.
  • The installer can now configure outgoing mail using the SMTP or Null transports. The latter makes it easier to set up development, testing, or evaluation environments.
  • When the installer creates the initial administrator account, the worker's first and last name can be provided so they don't need to change that after logging in.
  • When the installer creates the initial administrator account, the worker's timezone can be set. The initial value is automatically detected.
  • When the installer creates the initial administrator account, the worker's default calendar is now automatically created. Previously, this had to be created manually after logging in, while adding subsequent new worker accounts would automatically create those calendars.

What is new in version 7.0.7:

  • The language encoding in the framework.config.php now defaults to UTF-8. Previously, this defaulted to ISO-8859-1 (Western Latin) if the database wasn't originally created with UTF-8 default encoding (as MySQL's default was latin1). Using UTF-8 has been our recommendation for many years. UTF-8 can be used to display the web pages even if the database continues to use latin1.
  • Removed the deprecated cache settings in the framework.config.php file since caching is now configured from Setup->Configure->Cache in the UI.
  • Removed the deprecated APP_DB_DRIVER setting in the framework.config.php file since 'mysqli' is now required.
  • [Code Cleanup] Added APP_DBSLAVE* settings to the framework.config.php file.
  • Defaulted DB_CHARSET_CODE to 'utf8' in the framework.config.php file. If you're still using legacy 'latin1' encoding, now is a good time to convert your database to UTF-8 to properly handle multibyte languages. You can also just fix the inevitable conflicted line in this file after upgrading if you want to continue using your original settings. This new default was selected because it will match how most people are configured and cause a conflict for the least amount of people (i.e. not changing superior 'utf8' back to inferior 'latin1' on existing installs during the upgrade).
  • If the schema of a worklist is unchanged during a request (page, sort by, columns, filters, etc), then it will no longer be redundantly persisted to the database. Previously, most worklists were always saved after being accessed regardless of whether or not they had changed during the request. This created some extraneous write traffic on the database (and any subsequent replication, binlog backups, etc). This is now handled more efficiently for all worklists, including those provided by plugins.
  • The worker activity information in "Who's Online" now only updates once per request. Previously, it was possible for multiple activities to be sequentially written to the database even though the last one would replace all the earlier ones. This created some extraneous write traffic on the database.
  • Previously, all worker activity for "Who's Online" was updated once per 30 seconds. This waiting period has now been extended to once per 60 seconds. When this interval was first established, there wasn't a way for some activities (e.g. viewing a ticket profile) to ignore the waiting period and always update a worker's activity. Now that this is possible, the default activity can wait longer to update in order to reduce database write traffic.
  • Improved the performance of several operations involving temporary tables (e.g. searching) by ensuring that primary keys were added to the temporary tables.
  • Removed extraneous checks for the database connection status during a single request. Database connections no longer open until they're first used, and this connection checking is now handled in a simpler way.
  • Prevented extraneous database query lookups when the ID of a record is zero (non-existent). These extra lookups were happening in places like ticket profiles, where organizations are looked up for senders, and the orgs may be blank.
  • Updated the aesthetics of the installer to reflect the newest Cerb style.
  • The installer can now configure outgoing mail using the SMTP or Null transports. The latter makes it easier to set up development, testing, or evaluation environments.
  • When the installer creates the initial administrator account, the worker's first and last name can be provided so they don't need to change that after logging in.
  • When the installer creates the initial administrator account, the worker's timezone can be set. The initial value is automatically detected.
  • When the installer creates the initial administrator account, the worker's default calendar is now automatically created. Previously, this had to be created manually after logging in, while adding subsequent new worker accounts would automatically create those calendars.

What is new in version 7.0.6:

  • The language encoding in the framework.config.php now defaults to UTF-8. Previously, this defaulted to ISO-8859-1 (Western Latin) if the database wasn't originally created with UTF-8 default encoding (as MySQL's default was latin1). Using UTF-8 has been our recommendation for many years. UTF-8 can be used to display the web pages even if the database continues to use latin1.
  • Removed the deprecated cache settings in the framework.config.php file since caching is now configured from Setup->Configure->Cache in the UI.
  • Removed the deprecated APP_DB_DRIVER setting in the framework.config.php file since 'mysqli' is now required.
  • [Code Cleanup] Added APP_DBSLAVE* settings to the framework.config.php file.
  • Defaulted DB_CHARSET_CODE to 'utf8' in the framework.config.php file. If you're still using legacy 'latin1' encoding, now is a good time to convert your database to UTF-8 to properly handle multibyte languages. You can also just fix the inevitable conflicted line in this file after upgrading if you want to continue using your original settings. This new default was selected because it will match how most people are configured and cause a conflict for the least amount of people (i.e. not changing superior 'utf8' back to inferior 'latin1' on existing installs during the upgrade).
  • If the schema of a worklist is unchanged during a request (page, sort by, columns, filters, etc), then it will no longer be redundantly persisted to the database. Previously, most worklists were always saved after being accessed regardless of whether or not they had changed during the request. This created some extraneous write traffic on the database (and any subsequent replication, binlog backups, etc). This is now handled more efficiently for all worklists, including those provided by plugins.
  • The worker activity information in "Who's Online" now only updates once per request. Previously, it was possible for multiple activities to be sequentially written to the database even though the last one would replace all the earlier ones. This created some extraneous write traffic on the database.
  • Previously, all worker activity for "Who's Online" was updated once per 30 seconds. This waiting period has now been extended to once per 60 seconds. When this interval was first established, there wasn't a way for some activities (e.g. viewing a ticket profile) to ignore the waiting period and always update a worker's activity. Now that this is possible, the default activity can wait longer to update in order to reduce database write traffic.
  • Improved the performance of several operations involving temporary tables (e.g. searching) by ensuring that primary keys were added to the temporary tables.
  • Removed extraneous checks for the database connection status during a single request. Database connections no longer open until they're first used, and this connection checking is now handled in a simpler way.
  • Prevented extraneous database query lookups when the ID of a record is zero (non-existent). These extra lookups were happening in places like ticket profiles, where organizations are looked up for senders, and the orgs may be blank.
  • Updated the aesthetics of the installer to reflect the newest Cerb style.
  • The installer can now configure outgoing mail using the SMTP or Null transports. The latter makes it easier to set up development, testing, or evaluation environments.
  • When the installer creates the initial administrator account, the worker's first and last name can be provided so they don't need to change that after logging in.
  • When the installer creates the initial administrator account, the worker's timezone can be set. The initial value is automatically detected.
  • When the installer creates the initial administrator account, the worker's default calendar is now automatically created. Previously, this had to be created manually after logging in, while adding subsequent new worker accounts would automatically create those calendars.

What is new in version 7.0.1:

  • The language encoding in the framework.config.php now defaults to UTF-8. Previously, this defaulted to ISO-8859-1 (Western Latin) if the database wasn't originally created with UTF-8 default encoding (as MySQL's default was latin1). Using UTF-8 has been our recommendation for many years. UTF-8 can be used to display the web pages even if the database continues to use latin1.
  • Removed the deprecated cache settings in the framework.config.php file since caching is now configured from Setup->Configure->Cache in the UI.
  • Removed the deprecated APP_DB_DRIVER setting in the framework.config.php file since 'mysqli' is now required.
  • [Code Cleanup] Added APP_DBSLAVE* settings to the framework.config.php file.
  • Defaulted DB_CHARSET_CODE to 'utf8' in the framework.config.php file. If you're still using legacy 'latin1' encoding, now is a good time to convert your database to UTF-8 to properly handle multibyte languages. You can also just fix the inevitable conflicted line in this file after upgrading if you want to continue using your original settings. This new default was selected because it will match how most people are configured and cause a conflict for the least amount of people (i.e. not changing superior 'utf8' back to inferior 'latin1' on existing installs during the upgrade).
  • If the schema of a worklist is unchanged during a request (page, sort by, columns, filters, etc), then it will no longer be redundantly persisted to the database. Previously, most worklists were always saved after being accessed regardless of whether or not they had changed during the request. This created some extraneous write traffic on the database (and any subsequent replication, binlog backups, etc). This is now handled more efficiently for all worklists, including those provided by plugins.
  • The worker activity information in "Who's Online" now only updates once per request. Previously, it was possible for multiple activities to be sequentially written to the database even though the last one would replace all the earlier ones. This created some extraneous write traffic on the database.
  • Previously, all worker activity for "Who's Online" was updated once per 30 seconds. This waiting period has now been extended to once per 60 seconds. When this interval was first established, there wasn't a way for some activities (e.g. viewing a ticket profile) to ignore the waiting period and always update a worker's activity. Now that this is possible, the default activity can wait longer to update in order to reduce database write traffic.
  • Improved the performance of several operations involving temporary tables (e.g. searching) by ensuring that primary keys were added to the temporary tables.
  • Removed extraneous checks for the database connection status during a single request. Database connections no longer open until they're first used, and this connection checking is now handled in a simpler way.
  • Prevented extraneous database query lookups when the ID of a record is zero (non-existent). These extra lookups were happening in places like ticket profiles, where organizations are looked up for senders, and the orgs may be blank.
  • Updated the aesthetics of the installer to reflect the newest Cerb style.
  • The installer can now configure outgoing mail using the SMTP or Null transports. The latter makes it easier to set up development, testing, or evaluation environments.
  • When the installer creates the initial administrator account, the worker's first and last name can be provided so they don't need to change that after logging in.
  • When the installer creates the initial administrator account, the worker's timezone can be set. The initial value is automatically detected.
  • When the installer creates the initial administrator account, the worker's default calendar is now automatically created. Previously, this had to be created manually after logging in, while adding subsequent new worker accounts would automatically create those calendars.

What is new in version 6.9.4 / 5.7.2 / 4.3.1:

  • Address profiles now also display a link summary for their parent organization.
  • Calendar event and recurring event profiles now also display a link summary for their parent calendar.
  • Contact person profiles now also display a link summary for the primary email address.
  • Opportunity profiles now also display a link summary for their primary email address.
  • Added the 'json_pretty' filter to the scripting auto-suggestions in Virtual Attendants.
  • Added sections to the Help popup for Virtual Attendant scripting for: Arrays and objects, Modifying objects and arrays, and JSON prettification.
  • In the Virtual Attendant scripting Help popup, the most relevant example code for each section is now highlighted in bold for readability.
  • Ticket profiles now also display a link summary for their parent organization. This simplifies many support workflows where workers check a sender's organization for a domain, license, SLA, etc.
  • Calendar event profiles now display their parent calendar as a link in properties.
  • Group profiles now display a Links tab for managing record links.
  • Contact person records can now be searched and linked from the Links tab on other record profiles.
  • Added a 'Has Attachments' filter to ticket worklists. This matches attachments on any message in a ticket's conversation history.
  • Added a 'Has Attachments' filter to message worklists. This can filter the worklist to only messages that either have or don't have attachments.
  • Added an 'Attachment Name' filter to message worklists. This can match wildcards like (.zip), as well as multiple values like (.jpg OR *.png).
  • Added an 'Attachment Name' filter to ticket worklists. This can match wildcards like (.zip), as well as multiple values like (.jpg OR *.png). The filter will match any message in the ticket conversation history.
  • Search/Contacts/Comments] Contact person records can now be filtered by comment text.
  • File bundle records can now be filtered by comment text.
  • Mail HTML template records can now be filtered by comment text.
  • Message records can now be filtered by sticky note text.
  • Ticket worklists can now be filtered by matching the headers of any associated mail messages. This was previously only possible from message worklists.
  • The 'Worker availability' condition on Virtual Attendant worker custom behaviors now accepts placeholders for the 'from' and 'to' options.
  • The quick search helper menu can now be closed with the escape key.
  • In Virtual Attendants, the 'run behavior' and 'schedule behavior' actions, as well as the simulator', will now automatically expand textbox heights as the worker types additional content.
  • MySQL Fulltext indexes no longer log a PHP error when creating the index table for for the first time.
  • It's now possible for quick search for multiple workers plus nobody, like "owner:jeff,dan,nobody".

What is new in version 6.9.2 / 5.7.2 / 4.3.1:

  • Address profiles now also display a link summary for their parent organization.
  • Calendar event and recurring event profiles now also display a link summary for their parent calendar.
  • Contact person profiles now also display a link summary for the primary email address.
  • Opportunity profiles now also display a link summary for their primary email address.
  • Added the 'json_pretty' filter to the scripting auto-suggestions in Virtual Attendants.
  • Added sections to the Help popup for Virtual Attendant scripting for: Arrays and objects, Modifying objects and arrays, and JSON prettification.
  • In the Virtual Attendant scripting Help popup, the most relevant example code for each section is now highlighted in bold for readability.
  • Ticket profiles now also display a link summary for their parent organization. This simplifies many support workflows where workers check a sender's organization for a domain, license, SLA, etc.
  • Calendar event profiles now display their parent calendar as a link in properties.
  • Group profiles now display a Links tab for managing record links.
  • Contact person records can now be searched and linked from the Links tab on other record profiles.
  • Added a 'Has Attachments' filter to ticket worklists. This matches attachments on any message in a ticket's conversation history.
  • Added a 'Has Attachments' filter to message worklists. This can filter the worklist to only messages that either have or don't have attachments.
  • Added an 'Attachment Name' filter to message worklists. This can match wildcards like (.zip), as well as multiple values like (.jpg OR *.png).
  • Added an 'Attachment Name' filter to ticket worklists. This can match wildcards like (.zip), as well as multiple values like (.jpg OR *.png). The filter will match any message in the ticket conversation history.
  • Search/Contacts/Comments] Contact person records can now be filtered by comment text.
  • File bundle records can now be filtered by comment text.
  • Mail HTML template records can now be filtered by comment text.
  • Message records can now be filtered by sticky note text.
  • Ticket worklists can now be filtered by matching the headers of any associated mail messages. This was previously only possible from message worklists.
  • The 'Worker availability' condition on Virtual Attendant worker custom behaviors now accepts placeholders for the 'from' and 'to' options.
  • The quick search helper menu can now be closed with the escape key.
  • In Virtual Attendants, the 'run behavior' and 'schedule behavior' actions, as well as the simulator', will now automatically expand textbox heights as the worker types additional content.
  • MySQL Fulltext indexes no longer log a PHP error when creating the index table for for the first time.
  • It's now possible for quick search for multiple workers plus nobody, like "owner:jeff,dan,nobody".

What is new in version 6.8.0:

  • Workspace pages may now be owned by the application. Previously, pages had to be owned by a role, group, or worker. This simplifies globally available pages compared to using an 'Everyone' role.
  • Snippets may now be owned by the application. Previously, snippets had to be owned by a role, group, or worker. This simplifies globally available snippets compared to using an 'Everyone' role as the owner.
  • Added the 'peek' feature to workspace page worklists. The icon only shows up when the page is editable by the worker (e.g. group manager, admin, owner, etc). Previously, pages could only be edited from the 'Edit page' menu item when viewing them.
  • Calendars can now be configured to display start times for all displayed events in the grid. These times use the 12-hour or 24-hour clock from each worker's preferences.
  • Each calendar can now be configured to start the week on either Sunday or Monday. Availability calendars will use the setting from the calendar they are based on (e.g. a worker's schedule).
  • Ticket records have a new requester_emails placeholder that contains a comma-separated list of recipients on the ticket. This can be used to simplify email-based actions on Virtual Attendants.
  • The 'Create Ticket' action in Virtual Attendant behaviors may now specify a status and reopen date.
  • Virtual Attendant 'Yes/No' behavior variables can now be configured to have a default state in the input form. Previously the form value always defaulted to 'No'.
  • Virtual Attendants can now retrieve record links into behavior variables. Previously, links could only be saved into a placeholder. By using variables, additional behaviors can be run or scheduled on the results. For instance, from a ticket record, all of the linked time tracking entries can be saved into a variable so they can be added together and reported on.
  • Fixed an issue with the 'sortBy' option in API searches not working properly. This was due to how Cerb prevents MySQL errors from sorting on a non-displayed column. When using the API, fields that are sorted by or filtered on will now automatically be added as columns in the underlying worklist that provides search results.
  • The 'Mail History' tab on organization profiles now shows tickets assigned directly to an organization in addition to those with recipients who are its members.
  • Virtual Attendant behaviors may now create list variables for contact person records.
  • Virtual Attendant behaviors may now create list variables for message records.
  • Virtual Attendants can use a new 'is contact' placeholder on email address records to detect when an email address belongs to a known contact.
  • Added a new 'Message added to a conversation' event at the application-level. Previously it was only possible to do this at the group-level. This makes it possible to create behaviors like auto-responses and SLA handling in a single place.
  • When adding contact situations to a Support Center contact form, fieldsets are now prefixed to custom field names.
  • When configuring which custom fields are displayed on the My Account page in the Support Center, custom fieldsets are prefixed to custom field names.
  • File-based custom fields and fieldsets now work properly when included in Support Center contact forms.
  • Fixed an issue on email address peek popups where opening a linked organization popup would replace the original popup.
  • If a date-based custom field contains a placeholder then it will no longer be automatically translated into an absolute timestamp. The previous behavior was causing problems with the 'Create ticket', 'Create task', and 'Create call' actions when relative dates like "+2 hours" were desired. Relative dates can still be used by formatting them like placeholders: {{"+2 hours"}}
  • The Activity Log now records message splits in both the source and the destination tickets.
  • Fixed an issue where the merge helper could be improperly shown on deleted tickets that weren't merged.
  • Fixed an issue where activity log entries for ticket status changes from the Support Center could be improperly attributed to the wrong email address. These entries are retroactively corrected during the update.
  • Timeouts can now be configured per mailbox in Setup. Previously these were hardcoded and had to be modified in the source code.
  • All record peek popups that displayed comments are now capable of navigating through the comment history with next and previous links. Previously these popups only showed the latest comment.
  • Comments can now be viewed and created from address peek popups.
  • When viewing a ticket profile, the title of the current browser tab will now include the ticket mask and subject. This helps differentiate multiple tabs without having to click into each of them.
  • When displaying workspace pages, the browser title will now include the current page and tab information.
  • When using the search pages, the browser title will now display the current record type being searched to help differentiate tabs.
  • Virtual Attendant behaviors can now add events to calendars using the 'Create calendar event' action.
  • Virtual Attendant behaviors can now add sticky notes to messages.
  • When viewing the 'People' tab on an organization profile, a chooser is now displayed to find and select addresses. Previously, the only option was to create new address records (which is still possible from the chooser when needed).
  • Virtual Attendant behaviors can set worker-based custom fields on 'Create task' actions using placeholders and variables.
  • Application-owned Virtual Attendant behaviors now have read and write permission on all records.
  • Fixed an issue on calendars where available events with no duration (i.e. same start and end time) weren't displayed properly.
  • Virtual Attendant behaviors can set worker-based custom fields on 'Create ticket' actions using placeholders and variables.

What is new in version 6.7.0:

  • Fixed a bug that prevented the 'Test' button from working on Broadcast functionality.
  • Improved the performance of the nightly maintenance scheduler job. Previously, this was inefficiently looking for broken links between records by performing expensive table joins.
  • Fixed an issue where negative byte values weren't formatted by DevblocksPlatform::strToPrettyBytes(). It's common to have a negative number of bytes when computing deltas between two numbers.
  • Fixed the 'xml_decode()' function in placeholder scripts so it doesn't attempt to convert an XML document to an array. It now remains a SimpleXMLElement instance from PHP, which can be iterated, queried with XPath, etc.
  • Fixed an issue with the 'xml_decode()' function in placeholder scripts where namespaced XML documents didn't always work with XPath queries.
  • Added an 'xml_xpath()' function to placeholder scripts for querying the XML object returned by 'xml_decode()'. This can also return attributes.
  • Updated the Twig template engine from 1.8.2 (2012-05-29) to 1.15.1.
  • When a new tab is added to a workspace it is now automatically selected.

What is new in version 6.6.0:

  • Implemented configurable parameters for custom fields. The various custom fields types can now provide additional options to modify how they work.
  • Fixed an issue where an attachment worklist with multiple links pointing to the same file resulted in missing rows.
  • Attachment worklists now display the storage profile column as a name rather than an ID.
  • When using the keyboard to navigate the ticket reply form, using the attachments upload popup previously broke the TAB flow through the form. Now the focus is returned to the attachments (+) button after files have been uploaded.
  • Added the Parsedown library http://parsedown.org/ to Devblocks. This is a faster, leaner, and more modern replacement for the existing PHP Markdown Extra library we've been using up to this point.
  • When testing a new S3 storage engine profile, a temporary object will be saved, read, and deleted to verify that the credentials work for all actions. Previously the contents of the bucket were listed, but this didn't verify that content could actually be stored and retrieved.
  • The S3 storage engine now supports a 'Path prefix' configuration option. Previously all content was saved starting at the top-level of a bucket. Now a single bucket can be shared between multiple instances of Cerb.
  • When configuring the S3 storage engine, the secret key parameter is no longer displayed in the profile popup form. If left blank it will remain unchanged. This is far more secure than transmitting it.

What is new in version 6.5.0:

  • Fixed a PHP error regarding "Undefined variable: func in abstract_view.php" when Virtual Attendant behaviors contained list variables with a specific combination of parameters.
  • Fixed an issue where the names of Contact Person records always displayed '(contact person)' in snippets and Virtual Attendant placeholders.
  • Virtual Attendant behavior variables now support parameters based on each type of variable. This provides more control over how they operate, and it also makes new variable types possible (like a picklist of pre-defined options).
  • Text-based Virtual Attendant behavior variables can be configured for single-line or multiple-line input. Previously, all text variables were single-line input, which made it difficult to enter certain kinds of data (e.g. long comments).
  • Virtual Attendant behavior variables can be reordered by dragging them in the UI
  • Virtual Attendant behaviors may specify picklist (drop down) variables. Picklists require a worker to pick an option from a list of predefined options. Previously, only freeform text entry was available. This is particularly useful for macro behaviors.
  • The snippet tester now displays output with a fixed width font that preserves whitespace. Previously, tester output stripped whitespace. This made it impossible to check the style of indentation (e.g. at the beginning of paragraphs, or in fragments of code).
  • The Virtual Attendant action for entering custom scripts no longer auto wraps the contents of the text box. This makes it easier to read source code.
  • Added an indent to the form elements in the Virtual Attendant Simulator to improve readability.
  • The public variables of Virtual Attendant behaviors may now be changed from within the simulator. This makes it much easier to test macros.

What is new in version 6.4.0:

  • Scatterplot widgets can now 'Export Data' to JSON or CSV.
  • Implemented a context for Workspace Tabs.
  • When importing Virtual Attendant behavior, the import file may now specify any number of fields that should prompt the current worker for additional information. The answers to these prompts can customize the behavior before it is imported, rather than needing to instruct workers to make edits later. This also handles the situation where data like workers or groups are different between Cerb installs. For example, a custom behavior that assigns tickets to a particular worker can now prompt for which worker to use when the behavior is imported in a new environment.
  • Implemented a 'GET /workspaces/widgets/123.json' method to the RESTful Web-API. This retrieves information about a specific workspace widget, and always includes the widgets raw data. This has all the same advantages for remote monitoring and reporting as pulling a workspace tab.
  • The 'Download updates' button in the Plugin Library will now automatically download any updates for all installed plugins. Previously, it just updated the version information but an admin had to update each plugin by clicking a button in the list. If a '.git' development directory exists in a plugin then it won't be automatically updated (as this would interfere with development).

What is new in version 6.2:

  • Plugins can contribute new datasources for dashboard widgets.
  • Each series on a dashboard chart widget may now specify its own datasource. This makes it possible to plot data from multiple sources on a single chart. Previously charts were limited to just worklist data, but additional sources may be now implemented through plugins. Existing charts will be migrated automatically to the new format.
  • Implemented dashboard widget datasource extensions for worklist, url, and manual entry. These behave comparably to the earlier built-in options; however, they can now be reused in new types of widgets (even in third-party plugins). A datasource extension can specify in its manifest which widgets it knows how to provide data for.
  • Counter widgets on dashboards can now pull in data using datasource plugins.
  • Gauge widgets on dashboards can now pull in data using datasource plugins.
  • Some friendly instructions are now provided on gauge and counter widgets when they have no data source configured. This helps disambiguate true values of zero in those widgets from a non-configured widget.
  • Improved the usability when setting up a new counter on a dashboards. You no longer have to click into multiple tabs to configure its style and data source.

Requirements:

  • Apache, Nginx, or IIS web server
  • PHP 5.3 or higher
  • MySQL 5.0 or higher
  • PHP modules: dom, gd, imap, json, mailparse, mbstring, mysql, spl

Similar Software

LiveZilla
LiveZilla

1 Oct 15

PHP RT
PHP RT

5 Jun 15

OTRS
OTRS

6 Mar 16

Eventum
Eventum

12 Apr 15

Other Software of Developer Cerberus

Comments to Cerberus Helpdesk

Comments not found
Add Comment
Turn on images!