Folder HelpDesk – latest revision history and current file versions

Latest revision history

• The first closed date of the ticket will be tracked instead of the latest closure. This means that Hours open will be calculated between creation and first closed time. Later reopeings of the ticket will neither affect the Hours Open value nor update the database and reports.
• Email type or .msg type attachments are now added to the ticket just like other e-mail attachments.
• A bug in the search feature made it check only the first 255 characters of the ticket body. Now the whole ticket body will be searched.
• Inline images in RTF emails on non English operating systems were showing as an attachment to the ticket when the email was converted into a ticket. Now they will be shown just like in the e-mail.
• After installation of the client tool setup, Folder HelpDesk is now available for all users on the same pc, even if they have different log in details.

• New design of the default ticket HTML body
• Full support for RTF type emails. Now inline images of RTF type emails are shown in the ticket also.
• Option to only show current Caller tickets when adding an e-mail to a ticket manually.
• Custom general subject in Manual e-mail to caller template.
• Custom general subject in FAQ answers
• Notification to Responsible also on manual addition of e-mail to ticket.
• Use of .NET technology in the client tool
• Folder HelpDesk web tickets pages are now .NET pages, but we also support ASP for current Community Members.
• Folder HelpDesk deletes the ticket subfolder at time of Ticket Close or Ticket Delete (applies to e-mail history in subfolders).
• Created date added in OLAP Reporting Tool, so now users can view reports for ticket created date also.
• Improved design of the default HTML templates.
• HTML editor for HTML templates added.
• A "To" field has been added in Sent Emails and Received emails tabs in the ticket dialog
• Right clicks in the Sent and Received tab of the ticket dialog now also give the options Open and Delete.
• When a user selects Copy by right clicking the Sent and Received tab of the ticket dialog there is an option to select destination folder.
• When users convert emails manually with Folder HelpDesk the ticket created date will be the email received date.
• The Example data tickets also have the new tickets style in the HTML body
• The ticket info HTML tag was removed in emails to responsible and in notification emails.
• When a ticket is created manually, and the creator selects to open the ticket, Folder HelpDesk opens it in the same Outlook Explorer. Earlier the ticket was opened in a new instance of Outlook, but several users did not like that and asked for a change.
• Attachments and inline images are now included in automatic email to caller when ticket is created.

• Hyperlink in the Folder HelpDesk ticket dialog body will work now.
• Fixed formatting issue in the ticket body, sometimes a line break was removed or added.
• When a user opened a ticket that were closed before custom fields were added there was an error message.
• Inline images was not showing in some cases.
• The view is not longer refreshed at each folder switch or Outlook restart.
• If the option “Save emails in ticket body” was checked and a user created a new ticket and saved it and opened it again multiple times, multiple entries were shown for each Save button click. Now the correct info is given.
• When an image was added to a ticket manually sometimes it was not added to ticket after ticket reopen. This was coming in Outlook 2007 and below.
• The automatic resizing of the HTML part of the ticket is now working fine even if the user has added multiple custom fields.
• If PFHelpDesk.exe was closed in the FolderHelpDesk Outlook folder due to an error and the user switched folder and came back again to the FolderHelpDesk Outlook folder, there were two toolbars at the right hand side for Outlook 2007 and below
• If a ticket was open more than one day the value for Hrs open was not showing correctly in OLAP Reporting Tool
• When a user sorted by any field in the Outlook view, FolderHelpDesk grouped by that field and lost its original group by value. Now the Folder HelpDesk view stays even if users sort by an Outlook view within the Folder HelpDesk view.
• When a user printed a ticket a blank email item without subject was created in the "Draft" folder. That item is still created, but it is deleted automatically right after the printing.

• FolderHelpDesk now works without a home page.
• Option to include attachments in outgoing caller e-mails added.
• To avoid conflict messages, if ticket is already open by one user for others it will open in read only mode.
• To avoid overwriting settings by mistake, the FolderHelpDesk Example Data will not create example tickets if Settings are already present.
• GUI is removed from FolderHelpDesk Example Data, so now OWC is not necessary for installation of Example Data.

• Run time error when printing multiple tickets.
•  Now attachments are visible when user send manual e-mails
• Live monitoring was not working on all client Outlook 2010, because there was a path different for Public folder in Outlook 2010. Now it will work on all client Outlooks even on a mix of 2010, 2007 and 2003.
• E-mail folder live monitoring was not working when users selected more than one e-mail folder for live monitoring.
• When the option save e-mail history in ticket body was saved, it was displaying the header in English only.

• Removed newly added stored procedure support in SQL Server database due to stored procedure permission issue. It was not coming automatically but the admin needed go give permission on each stored procedure. This did not work well, so we will make this automatic in a later version. For now this support for stored procedure was withdrawn.
• Due to new a Office 2010 update PF HeloDesk was giving a security warning when a user went into the Outlook FolderHelpDesk folder or run FolderHelpDesk Settings. This is fixed.
• The Client tool upgrade was not working well for some users. This is also fixed.
• SQL Azure add custom fields in database gave error by FolderHelpDesk Settings saving, fixed now.

• Support for a new, cloud based database, Microsoft SQL Azure.
• PFHelpDesk now fully supports Russian.
• Addition of ticket ID and Status in the statistics. application, OLAP Reporting Tool.
• New FolderHelpDesk icons for “Create ticket” and PFHelpDes.exe
• If scripting is not enabled in public or shared folder and a user tries to install FolderHelpDesk, the setup gives a message about allowing script with a link to a faq on how to enable scripting.
• In the new installation the setup will check if OWC is installed or not. If not installed the installer gives a message and a link to install.
• If the setup does not find the client tool or there is update in the client tool, the installer will install/update the client tool in silent mode.
• Dependency of Windows common control is removed from the FolderHelpDesk setup.
• FolderHelpDesk now supports Unicode network, Outlook path and name.
• Now FolderHelpDesk works well with IMAP email account for live monitoring.
• The FolderHelpDesk ticket dialog will no longer ask to save changes if nothing is changed to the ticket.
• FolderHelpDesk will now ask to create a few tickets instead of giving an error in the Statistics if there are no tickets present in the database.

• In Outlook 2010 users were not able to create tickets from appointments and tasks. Now the toolbar button is added in Calendar and Task view.
• FolderHelpDesk setup upgrade and repair did not fix missing custom user properties of the FolderHelpDesk Outlook folder and Outlook view
• When users opened a new instance of Outlook the FolderHelpDesk Outlook toolbar did not work in the first Outlook instance.
• Sometimes users saw Outlook post item instead of the ticket form due to slow database connection and loading.
•  If user switched quickly from the FolderHelpDesk Outlook folder to any other folder, then PFHHelpDesk.exe asked to select PFHelpDesk Outlook folder.
• In the FolderHelpDesk Settings Caller tab when a user clicked on a Responsible cell the dialog was not showing the present value but the first value.
• If a user selected an email and then selected attach email to a ticket and then selected ticket id and pressed close(x) of the form FolderHelpDesk gave an error
• When a user selected an email and clicked on create ticket and then clicked cancel or closed the dialog, PFHelpDesk.exe kept running in the background and after that might create trouble in Outlook shot down or when user selected the FolderHelpDesk Outlook folder.
• In case of FolderHelpDesk Client tool upgrade, FolderHelpDesk gave a message to install the client tools instead of prompting to upgrade them.

• Running Maintenance utility from PFHelpDesk Settings > Advance>Maintenance > “Fix those tickets that were closed from Outlook but appear open in database.” set closed flag for all tickets in database - now only manually deleted  from Outlook tickets are marked as closed in database
• Empty tickets creating in database is fixed now
• The item has been moved or deleted. #-2147221238 Sub routine : IsTicketEmail Fixed error, error was due slow outlook reaction

• A checkbox "Don't do auto-conversion from this account" is added in the FolderHelpDesk Settings, Email Folders tab. If you check this option, live monitoring will not work from this PC. It will still work from other PCs.
• Attachments may be added by drag and drop.
• A default file name (the name of the attachment) will be given when the attachment Save As function is used.
• Possibility to Print screen and paste it into the FolderHelpDesk ticket body. Ctrl + V does not work yet, but you can either press the Paste button in the HTML editor toolbar or right click and select the Paste option from the context menu.
• The Open Ticket button is hidden if it cannot be used. If a ticket ID is present in the e-mail subject, the Open ticket button will be visible in the toolbar. If there is no ID in the e-mail subject, the button will be hidden.
  The Open Ticket button now also works for caller e-mails.
• Ticket attachments will be added into outgoing e-mails (i.e. Forward, automatic response, manual emails). Due to a limitation in Redemption they are not displayed in the e-mail preview, though.
• It is now impossible to drag and drop files into the ticket HTML part. (Earlier users could drag and drop files over the ticket HTML part and after that the web browser redirect to the dragged file.)

• When an e-mail with an inline image was converted, or when an image was added to the in ticket body from the HTML editor, the image was visible only to the user who created the ticket or added the image. Now those images will be visible to all FolderHelpDesk staff.
• The manual add email to ticket feature has been changed, and no subfolder will be created. Earlier it was not always working well.
• At creation of new ticket or opening of existing ticket, sometimes the ticket opened in the back ground and not in focus. Fixed now.
• The Swedish Responsible views were not correct, as they were grouped by Time instead of Responsible. Fixed now.
• For online ticket creation, if the date format was different on the web server and the FolderHelpDesk PC, sometimes FolderHelpDesk showed wrong created date (change month into day and day into month). Fixed now.

• For a few new users the toolbar was not shown due to startup “Load on Demand” for PFHelpDeskClientTools.dll.
•  A few user was getting the error “Run time error 0” that was due to slow HTML form load.
• When upgrading from PFHelpDesk V9 to PFHelpDesk V12, correct ticket details were not shown in “Search closed tickets” because the Due Date field was not present in FolderHelpDeskV9.

• New HTML editor added. Now the user html code will not change. In the old editor sometimes font type and color was changed.
• A header was added in the FolderHelpDesk homepage. It will be visible when the Outlook 2010 toolbar is in minimize mode.
• All Placeholder variables were not working for automatic ticket notification to caller. This is now fixed.
• If the user had focus on the ticket subject and started typing in the ticket body and then pressed backspace, the subject was deleted instead of the body text. This is also fixed now.

• New buttons in the ticket toolbar strip: Save and Close window, High importance, Low importance, Print ticket
• If tickets were dragged from one group to another, only Outlook properly value was changed but the database was not updated Fixed now.
• Now PF HelpDesk saves the ticket before sending a manual email to Caller or Responsible. Earlier it was not saving, so new changes in the ticket were not reflected.
• If a user change some settings data (like add new incident type or responsible) in the PFHelpDesk Settings and save the changes Example data will load that settings so that users are able to create example tickets with the new settings. For first time run, or without any settings, FolderHelpDesk always loads the default settings data.
• Earlier the setup was replacing "PFHDTicketForm.htm" at every update of PFHD11, so users lost their custom fields after update. Now the installer adds the form only when it is not present in the FolderHelpDesk folder and at time of new installation.
• Now ticket attachments are not included in e-mail replies. Before all attachments were added, but were not shown in the e-mail.

• Some users were not able to print multiple tickets.
• In web ticket creation caller phone was shown instead of caller name.
• Removed categories field from all views because categories fields are not present in Office 2003 and below.
• In the Importance view the title of emails was the name for all languages.
• Tickets were not always added to KBase.
• When a user added an email to an existing ticket 0 was added as minutes worked automatically. Now nothing is added.

• PFHDCleanSubfolders.exe was giving a runtime error Reading 
• Error when saving ticket due to slow response of Outlook
• The same attachment was opened every time if there were more than one attachment in a ticket.
• If a user checked the option “Save emails in Ticket body” and the ticket had attachments, it was not adding other emails ticket body into the ticket.
• Error on certain new installations on Swedish, Slovenian and Spanish OS

• The FolderHelpDesk ticket form is totally redesigned. We no longer use the Outlook forms technology but has created our own ticket form.
  The V12 form opens faster.
  A big part is built in HTML, so the ticket form is easy to customize.
  Data from customized fields are saved to the database and used in the statistics.
  Inline images are retained in the tickets in the same way as in the original e-mails.
  The tickets are ordinary Outlook post items.
  
  
• New installer which offers more flexibility:
  Installation and Upgrades can be made from any workstation (as long as the user has permissions over the FolderHelpDesk Outlook and network folders).

It is possible to run the installer several times to create multiple installations.


• Other improvements:

  · Data from user defined fields in the online Web Form can be saved to the database and used in the statistics in the same way as with custom ticket fields.

  · To avoid problems with old versions that are not adapted to new technologies, a warning screen recommending you to upgrade will be shown when your installation is one year old. The message will be shown for two months, with a countdown, and after that FolderHelpDesk will stop functioning. (Most customers upgrade their installations more often than once a year, so they will not even notice that this reminder is added.)

  · As an adjustment to ITIL terminology, the earlier default terms Problem, Problem Type and Problem Category have been replaced by Incident, Incident Type and Incident Category. In ITIL backed organizations the term Problem is used for recurring errors  that need a long term solution, while Incident is an error that have a relatively quick solution. As most issues that are reported to a helpdesk is of the Incident kind, we decided to use that default term instead.  

  · The default value for minutes worked that can be set for all cases in the Ticket form settings is only used if the Minutes worked are not set by the Responsible under the Work Done Tab when the ticket is closed and if the Minutes worked is not set under the Incident tab.