The new release of Support Center is v2.7(20080308) and includes the following of fixes:

• When viewing a ticket message it now shows correctly " and not \";
• Category filter in the ticket manager in backend wasn't doing the refresh automatically;
• Readmail Add-On was removing underscores from the e-mail addresses.

And includes the following new feature:

• It's now possible to add custom fields in the e-mail notification of the ticket creation. To use it you must add the variables %cfield{ID}_caption% and %cfield{ID}_value% for caption and value respectively. The {ID} is the ID of the record in the database.

There's also a problem in the language file english.php, the %url must be replace for %tkt_url% so that the URL for tickets in the e-mail notifications of a new ticket message works correctly.

Support Center v2.7 will be available to download during the day today. This new release includes some bug fixes in terms of notifications, client contracts and enhancemtns in the e-mail fetching to remove the HTML code from the e-mail bodies except to some tags.

In this release we also started preparing the compliance with Joomla! 1.5 and Elxis 2008.

Today we'll let you to take a peek at the Outlook Add-In for Support Center.

First of all we hope that everyone have a great 2008.

Our planning for 2008 we would like to announce that in the first quarter of 2008 we will release new versions of the Support Center Component which will include some enhancements in some of the current features but besides that we'll also release a stand-alone version of the Support Center in PHP and for the second quarter of 2008 we'll release a .Net version aswell.

Regarding the team working in Components Lab, in the latest weeks we concluded that the team need at least one more member for now so we are looking for a new member for support, you're free to apply if desired.

In the first quarter a few add-on's will also be released like:

• Outlook Addin that communicates with the component and will keep ticket duedates, tasks, users and clients updated.
• The long waited SMS Add-On will also be released and will work with ClickATell and iPipi gateways.

Relatively to support we'll create new phone numbers for support through Skype which will make the contact with use cheaper for everyone.

We wish you a great year once again!

A new release of the Support Center Component is available - v2.6(20071211), a list of some of the changes can be found below:

• Fixed the name of the file downloaded when using previously uploaded files;
• Fixed some wrong values in the client monthly report;
• Fixed the client monthly report to use the language file and not to have the column titles hardcoded;
• Fixed a problem with the forms output;
• Fixed the value rate in the ticket replies to take into consideration the activity rate multiplier;
• Fixed a password validation error in administration when creating/editing users;
• Added the possibility to disable the announcements and the glossary in the workgroup options;
• The option to create announcements in the frontend module was removed because it's not possible to create announcements in the frontend;
• Fixed the expand/collapse of ticket messages;
• Fixed the ticket PDF which wasn't making the line breaks;

Regarding the language files, there's 4 new lines to add in english.admin.php (and in other language files):

$sc2lang['wk_glossary_tooltip'] = "Enable or disable ability for users to access the
glossary.
Default: Yes";
$sc2lang['wk_glossary'] = "Use Glossary";
$sc2lang['wk_announces_tooltip'] = "Enable or disable ability for users to access the
announcements.
Default: Yes";
$sc2lang['wk_announces'] = "Use Announcements";

A new release of the Support Center Component is almost ready, we had it scheduled to be released last Monday but we decided to make a few new implementations on it. The new release will include:

• Fixed a problem with the link for the ticket print view from the ticket manager in backend;
• Fixed a problem with the line breaks in Troubleshooter, Glossary, Knowledge Base and Announcements;
• Fixed a problem that could return a merge array error in the frontend ticket manager;
• Added the possibility of setting the access to custom fields to support members only;
• Added the possibility of using a file that was previously uploaded by FTP in the downloads (useful for big files);
• Client monthly report now gets the custom fields into it correctly;
• Added a spam protection for the forms builder;
• Added the possibility of customizing the buttons of the ticket (check below for more info);
• Client monthly report now also shows the tickets that don't have any messages;

Regarding the language files, there's 5 new lines to add in english.admin.php (and in other language files):

$sc2lang['form_not_submited'] = "It wasn't possible to submit the form.";
$sc2lang['support_only'] = "Only for support members";
$sc2lang['upload_file'] = "Upload file";
$sc2lang['or'] = "or";
$sc2lang['ftp_uploaded'] = "Use a existing file in server";

In terms of customization we've added the possibility of using 3 new variables in place of . The new variables are:

<tag:save_button />
<tag:apply_button />
<tag:cancel_button />

• add_ticket_customer.tpl
• add_ticket_support.tpl
• view_ticket_customer.tpl
• view_ticket_support.tpl