Changelog

HEINZELMANN Service.Desk

With the help of your numerous feedbacks, we can HEINZELMANN Service.Desk constantly improve with new features and fix bugs. Here you get an overview of the current changes of the last version, a detailed list with all innovations can be found here:

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Current version: 6.21.002 by 09.01.2024

bug fix

(-) Employee: LDAP import of only contacts did not work via the web interface.
(-) Ticket: The ticket priority was only displayed for supporters during ticket creation

Current version: 6.21.001 by 21.12.2023

bug fix

(-) LDAP login: If authentication against AD failed, the user may have been blocked in LDAP (if there are many LDAP server entries).

(-) Reporting: Error in ticket list export when umlauts are in the ticket title.

(-) Ticket: Despite data protection law, supporters were displayed in the notification notes about email dispatch during ticket processing.

(-) Ticket: When reactivating tickets from On Hold, in some cases it was not the system account user but other HM users that were entered as “executors”.

(-) Knowledge Base: After logging in with sso.php, some KB articles could not be accessed.

(-) Knowledge Base: Articles that are not active were displayed in the top lists.

(-) Users: Users with the right to create users were able to create users without a password.

(-) Ticket: Supporter as a mandatory field when closing and the setting “Assign supporter when closing the ticket” now work together => If a possible supporter closes the ticket, he or she does not have to be entered beforehand.

(-) Ticket templates: The template list in the administration as well as the template selection in the ticket is now sorted by column order (descending) and title (ascending) by default.

(-) Workflow: Creating fields was possible without a field type.

(-) Ticket: New right “Edit group/supporter only via dialog window (pen)” to force common group and supporter selection in existing tickets.

(-) Ticket: Text modules cannot be created unless you have the “Publish text modules” right.

(-) Employee: LDAP import of only contacts did not work via the web interface.

Current version: 6.20.004 by 12.12.2023

bug fix

(-) Ticket: The request to change groups and supporters was sometimes sent several times and with a delay. As a result, the group assignment was partially removed.

Current version: 6.20.003 by 07.12.2023

bug fix

(-) Ticket: The entire ticket history was always displayed in the ticket detail view. The setting “Always show ticket edits -> No” did not work.

(-) Workflow: Successor activities with an OR condition to the predecessor were not started if multiple selection is possible in the checked prerequisite.

Current version: 6.20.002 by 05.11.2023

bug fix

(-) Ticket: Ticket edits were not displayed correctly. The content was not displayed completely in ticket edits from emails.

Current version:6.20.001 by 30.11.2023

bug fix

(-) General: Missing translations have been added.

(-) Workflow: Under certain circumstances, the recipient group was notified even though the supporter was selected as the addressee.

(-) Workflow: “Please select” was sometimes displayed twice in the forms.

(-) Ticket: When multiple tickets were merged, the costs of the tickets were not included.

(-) Ticket: The linked documents were no longer displayed in the ticket history.

(-) Ticket: With the selected option “Always save tickets as draft” quick shots were created in the NEW status instead of the CLOSED status.

(-) Ticket: With the right “Show tickets without supporters (data protection)” the log events were still displayed in the ticket history.

(-) Ticket: Location information Asset.Desk were not displayed or loaded in the ticket.

(-) Ticket list: Filtering for tickets “Without Asset” was missing.

(-) Ticket templates: Supporters and groups in the interested group assigned in the templates are assigned again in the tickets from templates.

(-) Project: When selecting the contact person in the project, the company was not displayed with the contact name.

(-) Contact: Umlauts in the name were saved as HTML equivalents (ä instead of ä) for a while.

(-) Setting: In the "Uniform Escalation" escalation setting, the non-uniform escalation choices were displayed by priority.

(-) Notification dispatch: Due to the setting “Notify users only once”, it happened that supporters no longer received emails about ticket assignments or status changes.

New features

(+) Ticket: A setting can be used to ensure that after a ticket has been set to DONE, it jumps to the ticket list.

(+) Ticket list: By setting, internal notes can now also be displayed as the last edit by hovering over the ticket line.

(+) Ticket: The default value for classifying tickets as an incident or problem can be set in the settings.

Current version:6.19.002 by 08.11.2023

bug fix

(-) Contact: Companies could not be created.

Current version: 6.19.001 by 06.11.2023

bug fix

(-) Setting: Incorrect classification of “Uniform Escalation” in the escalation setting.

(-) Contact: Umlauts in contact names are removed after saving.

(-) LDAP: Contacts & users with the same name but different identities are not created twice.

(-) Project: In the project module, the company is not displayed when selecting the contact person.

(-) Ticket: Users of the interested group who are pre-filled in the ticket template are not entered in the ticket.

(-) Ticket: Users with the right “View ticket without supporter” still see log entries in the ticket.

(-) Ticket: The document description within ticket processing shows the file name in the upload, not the original name.

(-) Ticket: Specialist support request + internal note was displayed as a selection during processing, even though the user does not have the corresponding rights.

(-) Ticket: Filter “without asset” no longer exists, although there are tickets without assets.

(-) Ticket: With the selected draft option, quick shots were created in NEW status.

(-) Ticket: The line spacing in the Ticket action menu is very large.

(-) Workflow: When editing the workflow definitions, some activities cannot be opened/edited.

(-) Workflow: Users from a group also receive the notification even though the group is not selected.

New features

(+) Ticket: New option to return to the ticket list after completing tickets.

(+) Ticket list: Users with appropriate rights can also see the internal notes via the last edits tooltip in the ticket list.

Current version: 6.18.004 by 18.10.2023

bug fix

(-) Ticket: The position of the selectable ticket templates and types has been corrected on the preliminary page.

(-) Ticket: Creating and editing your own text modules was no longer possible.

(-) Ticket: The “title” of a ticket is now called “short description”.

(-) Workflow: Fixed WF instance name as a placeholder for the notification templates.

(-) Workflow: User selection list sorted alphabetically in WF forms.

New features

(+) Ticket list: The ticket status of several tickets can be processed collectively.

(+) Setting: The setting “Also notify the reported contact itself” has been added: Contact notifications can be sent to the processing contact.

Current version:6.18.002 by 20.09.2023

bug fix

(-) Settings: small errors in the settings display.

Current version: 6.18.001 by 03.09.2023

bug fix

(-) Ticket type: Custom fields can no longer be added to the ticket type.

Current version: 6.17. 002 by 09.08.2023

bug fix

New features

Customization of the system home page - side menu

(+) Editor: Better display of content created by the editor. (Example: list representations)

(+) User group: New right “Show group in interested circles”. Prevents accidental assignment of large groups.

Current version: 6.16.001 by 25.07.2023

bug fix

New features

Customization of the system home page - side menu

(+) Group: The “Manage text modules” right is expanded to include “Manage all text modules” and “Only manage your own text modules”.

(+) Ticket: Users in Heinzelmann can no longer see which supporters are assigned to their tickets and who is processing the tickets (data protection).

(+) Ticket: New settings option to set the minimum due time when creating a ticket.

(+) Workflow: repeat mode for workflows. (requires HM Service 6.12)

Current version: 6.15.001 by 27.06.2023

bug fix

(-) Administration / Dashboard: Own applications could not be deleted or edited.

New features

Customization of the system home page - side menu

(+) Workflow: Workflow instances can be defined for regular repetition.

(+) Workflow: Minimum text length added for form text fields.

(+) Workflow: Added placeholder for workflow ID for notification templates.

(+) Ticket type: Selection of group release when creating ticket type expanded by All / None.

(+) Project: Excel export of the data room structure added.

Current version: 6.00.011 by 14.06.2022

bug fix

(-) Backlog: Story tickets are not correctly removed from the old sprint after sprint completion.
(-) User: user off Asset.Desk cannot be imported.
(-) Knowledgebase: Rating of KB articles is incorrect.
(-) Ticket: Automatic update after assigning an asset no longer works.
(-) Ticket: The default icon for ticket templates is missing on the front page.
(-) Ticket: Groups added in interested circle are not displayed in the title bar.
(-) Ticket: Groups in group selection for interested circle are displayed without avatar images.
(-) Ticket: Ticket cannot be closed even if all custom fields have been filled.
(-) Workflow: Mandatory fields in forms are ignored.

New features

Backlog

(+) Backlog: Recorded effort is also shown in the burn-down diagram.

form wizard

(+) Formwizard: New field types "Checklist", "User/Contact Selection" and "User Selection at Group Level".

Ticket

(+) Ticket: "Contact's asset" is also displayed during ticket processing.
(+) Ticket: Default value for deferring tickets.

Current version: 6.00.010 by 31.05.2022

bug fix

(-) Knowledgebase: Entries can no longer be opened.
(-) Ticket: Attachments in the ticket cannot be downloaded.
(-) Ticket: Mail content can flow outside the container.
(-) Ticket list: Incorrect display of the WF icon within the ticket list.
(-) Ticket list: typo in search filter.

New features

Asset

(+) Asset: Scheduled import of assets.

Knowledge Base

(+) Knowledgebase: Thumbnail images for Knowledgebase articles.

Reporting

(+) Reporting: New report about user rights.

Current version: 6.00.009 by 17.05.2022

bug fix

(-) Message: Creation date is incorrect and "Valid until" is displayed in the wrong format.
(-) Knowledgebase: All categories of Knowledgebase articles are always selected.
(-) Knowledgebase: Search in progress does not work and assignment of articles only after a second click on Plus.
(-) Home page: Read more button in messages doesn't work.
(-) Ticket: Ticket templates are displayed twice.
(-) Workflow: Display information in follow-up activities across multiple workflows.

New features

form wizard

(+) New editor for text areas.

text modules

(+) New right to manage text modules.

Current version: 6.00.008 by 03.05.2022

bug fix

(-) Setting: The HEINZELMANN no longer works if the DB connection is incorrect. The DB connection cannot be changed afterwards via the user interface.
(-) Setting: Bug in the response templates area.
(-) Setting: Color code for new button is not drawn.
(-) News: "Not logged in user" is not displayed correctly.
(-) Ticket: Number of linked tickets is always 8.
(-) Ticket: Wrong mail templates are used.
(-) Ticket: JavaScript error when ticket data contains double quotes.
(-) Ticket: Multiple tickets are created when saving twice when creating a ticket.
(-) Ticket: Font size in the editor is always set to "very large" at the beginning.
(-) tickets. Ticket descriptions also end up in processing.
(-) Workflow: Article groups in the online order catalog are not sorted alphabetically.
(-) Workflow: The end date cannot be set manually for workflows with loops.
(-) Workflow: Report does not go to user group.

New features

Knowledge Base

(+) Knowledgebase: Permissions for the visibility of sections when creating an article.

Ticket

(+) Ticket: Confirmation/rejection of the decision via mail button and link.
(+) Ticket: Loading time of icons/images is parallelized.

Workflow

(+) Workflow: contact details in the WF activity form.
(+) Workflow: Subsequent value limit release for shopping cart.
(+) Workflow: Back-reference to the ticket from which a workflow is started.

Current version: 6.00.007 by 19.04.2022

bug fix

(-) General: Performance problems in the HEINZELMANN.
(-) Knowledgebase: It is not possible to insert articles with images in the text.
(-) Tenants: Design error in the "Edit Tenant" form.
(-) Ticket: When copying a ticket with "Save as draft", devices were duplicated.
(-) Ticket: Emails are not sent to fallback recipients if no group, no supporter and no category are set.
(-) Ticket: Typo - print function contains a "3".
(-) Ticket: Scroll bar jumps when selecting a contact.
(-) Ticket: Thumbnails no longer appear with attachments.
(-) Workflow: Supplier selection in the order catalog does not work.

New features

Setting

(+) Setting: Presets for font, font size, keywords and categories in the editor.

Reporting

(+) Reporting: Filter option "Selection" is renamed to "Period".

ticket list

(+) Ticket List: Filters can be set as default filters for specific groups.

Current version: 6.00.006 by 05.04.2022

bug fix

(-) General: Selection Lists - When selected, the cursor is not focused on the search field.
(-) Knowledgebase: Categories are not sorted alphabetically.
(-) Reporting: Ticket transfer does not work.
(-) Workflow: "Activity not possible" no longer has a function.

New features

Setting

(+) Setting: Description in Management -> Settings -> Optics -> Preview.

Installation

(+) Installation: Installation process as a HEINZELMANN module.

Ticket

(+) Ticket: Settings option for separate "New" button in the menu.
(+) Ticket: Tooltips are added in Editor.

text modules

(+) Text modules: Search function for text modules is added.

Current version: 6.00.005 by 29.03.2022

bug fix

(-) News: "Valid until" field cannot be set.
(-) News: It is not possible to save new messages.
(-) News: panel color from news doesn't work.
(-) Knowledgebase: Article approval does not work.
(-) Knowledgebase: Entries appear multiple times if multiple categories are assigned.
(-) Knowledgebase: Deleting KB articles is not possible.
(-) Knowledgebase: Sections are missing within the KB articles.
(-) Ticket: Adding KB articles in ticket processing does not work.
(-) Ticket: No default icon on the front page if no icon was selected.
(-) Ticket: The paths to icons for ticket types on the front page are wrong.
(-) Ticket: Problems opening attached documents via file path.
(-) Ticket: "Contact's assets" does not work properly.
(-) Ticket: Ticket cancellation is no longer possible.
(-) Ticket: Ticket description/processing can no longer be changed.
(-) Workflow: Deleting options in activity definitions does not work.

New features

Group

(+) Group: New right "Show internal notes of own groups".

Ticket

(+) Ticket: When creating a ticket, a search using the template description is now possible.
(+) Ticket: Mandatory field Label for field "File" within "Add document".

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