Requestor Support

Improvements Accelerated and enhanced user searching when changing requesters, creating a new request, sending emails, and in invitations (INC-014396). Added source icons in the request overview (REQ-014460). Improved HTML code transformation of incoming emails from older email client editors (REQ-014463). Extended search functionality to include tags (REQ-014488). LDAP configuration now includes the option to remove a role from all users who are no longer synchronized (REQ-013974). Fixes Fixed an issue that could cause two service forms to be saved for a single ticket (INC-014017). Fixed the form used for creating automated tasks (REQ-014404). Request detail export to PDF: fixed missing images, corrected distortion of large images, and reduced excessive line spacing in text (REQ-014357). Fixed an issue when adding a comment from a switched tab that originally did not complete validation (INC-014483). Fixed adding comments to the Basic Request (INC-014481). Fixed a possible error when deleting a portal, category, product, priority, or company array (INC-014476). Fixed access to Knowledge module content via the API for End Users or Advanced Users (REQ-014467). Fixed the default calendar in new RQ instances (INC-014504). Fixed saving access settings for Operational Approval (INC-014519).

Improvements Received automatic replies no longer start the SLA timer and will not be labeled as "Requester responded" (REQ-014315). Fixes Fixed the change of the "New/Responded" tag when responding via the mobile RQ app or API (INC-014276). Fixed automatic archiving of tickets (INC-014397). Fixed the deletion of priority values used in templates for new tickets (REQ-014376). Fixed saving multilingual names for categories and ticket sources when a name in any language contained a "comma" character (INC-014392).

System modifications Compared to the previous version 5.9.4, the precompilation configuration has been modified. Therefore, when updating from this specific version, in addition to the standard deletion of the bin directory, it is also necessary to delete the Views and Areas directories. New Features New Documents module (REQ-008602) and the ability to attach files from the Documents module to a ticket (REQ-014000). Improvements Notification for concurrent editing of an article in the Knowledge module. (REQ-014286) Added search by group name in the View Management (REQ-008292). Improved article insertion window from Knowledge base in the ticket detail (REQ-008602). Assigning a user to a company via the API now allows transferring existing tickets to the company. (REQ-014343) Automation: Added new events: Ticket message created, Ticket message updated, and Ticket message deleted. If one of these events is selected, conditions for Ticket message type and author are available. (REQ-014312). When creating prepared responses, it is now possible to use a table suggestion in the editor. (REQ-014367) Fixes It was not possible to select a service in the SLA settings (if there was only one service) (REQ-014319). Fixed minor bugs in WhatsApp integration (REQ-014318).

New Features New Twilio SMS integration and addition of related SMS sending automation. (REQ-014016) Viewing and editing in the article. (REQ-014286) Improvements Accelerated loading of lists in the Knowledge Base. (INC-014247) Ticket automation based on "owner." (REQ-014229) Optimized license status display in Administration. (REQ-008664) Enhanced selector for internal groups, agent groups, and company groups. (INC-014194) Improvements and new options for the Resolution field in the ticket detail view. (REQ-014044) New widgets and enhancements to existing ones on the Dashboard. (REQ-014161) Option to import users in German, Slovak, or Polish. (REQ-014257) Fixes Chat handled by a bot remained in Unattended status. (REQ-014078) Part of the ticket text from an email could be missing due to invalid HTML in the email source. (REQ-014254) Redesigned Entra ID application authentication, where a bug could enforce delegated permissions. Increased content size limit when using the "Copy Subject and Comments" action. (REQ-014267) Fixed display of user lists with incorrect roles in the AD group detail. (REQ-013974) Corrected display of requester/agent names and time tracking totals in exported report files. (INC-014191) Fixed SLA counter for "Time to Start solving" when re-entering In Progress status with the same agent. (INC-014252) If the Whitelist was enabled for the web application, it was also checked for the API. (INC-014301) Fixed truncation of push notification text to 256 characters. (INC-014295) Fixed line breaks in texts when synchronizing to Jira. (INC-014200)

Improvements Optimization of loading tickets with a large number of messages. (REQ-014102) Renaming "Operator" to "Agent" in the Polish version. (REQ-014045) Displaying %SLA% in the subject of email notifications. (REQ-014218) Added system filters in User Management for filtering users by role and license. (REQ-014168) Acceleration (optimization) of ticket creation for services with many (dozens of) agents. (INC-014163) User export in User Management now allows exporting only selected records. (REQ-014168) Dashboard expanded with a Widget for Time tracking. (REQ-014127) Adjustment of access display for Knowledge Base and Customer modules. (REQ-014139) Fixes Slow display of filters in User Management. (REQ-014098)