What s new in Parature, from Microsoft 15.2 Update 20

What's new in Parature, from Microsoft 15.2 Update 20

This article is the place to come if you want to read about all the recent updates to your Parature software. We will keep this content updated for any major release or minor update to keep you informed about what's changed. At the bottom of this article, you can also scroll through previous updates. If you would like to receive email alerts regarding Parature releases and updates, please subscribe to this knowledgebase article.
 

Latest Update

September 26, 2017 - Update 
  • This is software maintenance which includes security updates.
March 21, 2017 - Update - Defects Fixed
  • When Marking FB POST “Mark as read” or clicking on the "Ticket " or Removing from Social Tab on Service Desk,  time out is encountered
  • Social Tab on Service Desk  encountering issue that "There are currently no monitor hits found based on the current criteria."
March 1, 2017 - Update - Defects Fixed
  • The change in the order of Download folders does not reflect on the portal when using Omni Portal
  • TSAs are sending duplicate emails
  • Ticket Rule Audit History gives no results for Escalation & TSA Rules
  • Unable to submit tickets on Facebook when a customer is not logged into Facebook
  • New activity is not monitored in the Social tab
  • Facebook & Twitter posts not reflected on the Social tab as new tickets
January 17, 2017 - Update - Defects Fixed
  •  Facebook Direct Messages are converted into duplicate posts
  • Legacy CSRs are unable to change their password when mapped to CRM
  • Frameless MyTickets page is not displaying values for some Static and Custom Fields
  • Ticket ID search lands on 404 error when using non-numeric characters
  • Performing a close action on a ticket in the support portal without entering a comment gives an error
  • Comments on Facebook are not populating in Parature
  • TSAs are being deactivated when they do not exceed the 10k limit
November 15, 2016 - Update - Defects Fixed
  •  The New Account Request Form in Omni does not show new customer information properly in generated email 
  •  Account Reviewer Role allows actions to be performed on account tickets
  • Authentication Error message is not displayed on Omni when coming from a restricted IP Address
  • TSA rules marked for Delete are generating false alarms
  • Some static columns of data are not populated on ticket lists for the Support Portal
  • Comments entered in the Ticket Details & Comment fields are not formatted correctly in Omni
  • Support for Japanese/Chinese Facebook posts ticket conversion      

October 18, 2016 - Update - Defects Fixed
  • Breadcrumbs are now available on the unified portal 
  • Portal Aliases are not filtering KB articles based on the product during an article search 
  • Consultants cannot submit a ticket “On behalf” of a customer 
  • Shared static fields that are "Public" and "In List" results in field duplication 
  • Easy Answer results are not filtering based on products 
  • Field dependencies are not re-evaluated on the ticket form after field option changes 
  • Selecting from a list of customer CC emails doesn't populate CC box when performing a ticket action 
  • Unexpected KB search results if the article contains an empty script tag 
  • The “Performed By” column is not populating in support portal ticket history when an action is performed by either a customer or consultant 
  • The "Purge Case Attachments" checkbox on a new TSA form is not available for status types Closed or Solved 
  • The report Article Reference throws and unexpected error 
  • Chat is sometimes throwing error “Unable to Connect to Chat” 
  • Commerce customers cannot setup Department primary email 
  • Blank screen when performing comment action from the unified portal 
  • Pre-Chat questions are not appearing 
  • Some articles are not showing content when opened from unified portal 
  • Tickets created from chat deflection are being created in the wrong department 
  • Ticket Feedback is not displayed when using unified portal 
  • Ticket feedback is recorded in the incorrect department when collected from the unified portal 
July 27, 2016 - Update - Defects Fixed
  • Custom Integer-type fields do not respect configured character limits
  • Links and email address entered into the new ticket details field are not converted into a hyperlinks
  • Field dependencies not respected in the unified portal on tickets or the Request a New Account page
  • Premium custom reports time out under certain conditions
  • Service desk knowledge base searches return errors
  • The premium reports KB Date Last Modified dimension returns the incorrect date
  • Mass disassociate does not work for products or assets on the service desk
  • The chat agent names are displayed incorrectly for internal chats on certain browsers
  • Text within quotation marks (“ ”) is not included when updating custom text fields using PUT calls
  • Certain dimensions are unavailable in premium reports
  • Queues associated with deleted routing rules cannot be deleted
  • Service desk knowledge base searches return errors
  • Department default locale settings are not applied to new CSRs created using the API unless the TIMEZONE tag is included
  • The time spent value is incorrect in premium custom reports
  • Japanese characters are not accepted in service desk knowledge articles searches
  • Ticket read only fields are displayed as text boxes when the ticket is viewed on the unified portal
  • Viewing premium custom reports returns an error
  • The customer CC list is not available when submitting tickets from the unified portal
  • Supplying incorrect credentials when initiating a chat from the unified portal returns the wrong error message
  • Tickets created using email-to-ticket conversion remove CC’d email addresses that are enclosed in single quotes (‘ ‘)
  • When viewing a knowledge article on the portal, the related topics section displays articles that are contained only in private folders
  • The most popular articles section displays the view counts for knowledge articles even if the Display View Count setting is set to No
  • When viewing knowledge articles on the unified portal, knowledge article folders only display the first 100 articles
  • Emails sent from the service desk to knowledge article subscribers are not saved in the Sent Items folder of the email tab.
  • The default portal is not created for new Parature accounts provisioned after 6/26/2016, which prevents the creation of portal aliases.
  • Internal ticket fields are displayed when submitted tickets are viewed on the unified portal.
June 22, 2016 - Update - Defects Fixed
  • The Support Portal Summary standard report returns incorrect values for KB Articles Viewed
  • Chat search fields in the service desk do not respect non-US date formatting
  • The social widget displays an error message when viewing tickets created from social channels in the Office 365 portal
  • Updating the order of service desk tabs in the setup module results in a duplicate list displayed alongside the updated tab list
  • Deleting a language from the setup module omits knowledge articles associated with that language from search results
  • CSR Administrators cannot manage premium reporting roles
  • EasyAnswer results disable ticket creation when no articles results are returned on the unified portal
  • Chat deployment buttons are incorrectly displayed in chat windows on unified portals
  • The ticket action history is displayed incorrectly on the My History page of the unified portal
  • The default email notification preference for tickets is incorrectly set to "NO" for customers created using SSO endpoints
  • Knowledge articles load more slowly than they should on the unified portal
  • API call requests experience latency issues
  • When new customers create a ticket on the portal and click the Back button on their browser, entering an existing customer's email address creates a duplicate customer record in the service desk
  • Clicking the submit button twice when uploading an attachment on the portal causes an error
  • Knowledge article workflow editor returns an error message
  • Incorrect filtering of knowledge article search results by folder on the portal
  • Knowledgebase search results on the unified portal display a blank value in the category column
  • Premium reports are not available when creating a new service desk tab
  • TSAs sometimes do not fire correctly


April 19, 2016 - Update - Defects Fixed
  • Links and email address are not converted into hyperlinks when entered into the Ticket Details field of a new ticket
  • Knowledge article feedback confirmation message is unclear
  • Ticket API GET calls may return an error message
  • Chat requests disappear after being assigned to a CSR from the chat escalation queue
  • Some TSAs cannot be deleted
  • Framed portals display HTML Unicode if Chinese or Japanese is set as the default portal language
  • API GET calls for the Article/Search API do not display the related products associated to the articles returned
  • The Include password reset link in the email checkbox is not displayed when creating or updating customer records
  • CSRs who leave chat sessions using Leave chat button are assigned the same chat that was left
  • Queues associated with a deleted new ticket routing rule cannot be deleted
  • Creating customers using portal ticket forms sets the Default Customer Email Notification preference to No in the customer record
  • Emails are not sent to customers whose email addresses are included in the customer CC list
  • The End Chat button in the chat window does not function properly in the unified portal
  • Unified portals configured to use third party login systems do not redirect portal users to the correct page
  • Using the Template Copy or Copy action resets the customer email notification options on the created tickets
  • The Downloads Summary standard report returns an error message
  • New ticket email notification settings are set to the Do Not Email Notification about this ticket option, despite default configurations.


March 16, 2016 - Update - Defects Fixed
  • TSAs do not send email notifications to customers under certain circumstances
  • Action Email Alerts do not send email notifications to CSRs when the appropriate action is performed
  • CSRs can perform actions on a ticket after transferring it to another department, preventing CSRs in the new department from performing actions on it
  • The customer and CSR CC fields of TSAs and business rules allow incorrectly formatted email addresses
  • Parature Social Monitor displays invalid characters in the summary field when converting Chinese and Japanese Facebook posts into tickets
  • Knowledge article searches on the unified portal return broken article links
  • The unified portal does not display knowledge article folder names correctly after folders are renamed
  • The unified portal does not respect login redirect settings
  • The unified portal allows customers to register with a duplicate email address and does not display the appropriate error message
  • The unified portal does not display the names of download folders correctly
  • Standard reports do not sort results by date created correctly
  • Chat buttons on the unified portal are not displayed correctly and do not function correctly if a custom company logo has been added
  • The unified portal does not display breadcrumb navigation for knowledge articles
  • The Most Popular Topics and Most Recent Topics sections are empty when the Min Rating setting is greater than 5%
  • When the unified portal is active, chat deployment names are not displayed correctly in the pre-chat data of the chat module
  • Download links may become invalid when using search filters on the unified portal if the file names contain special characters
  • Clearing any other search filter for knowledge search results also clears the filter for product name
  • Customers receive an error when creating a new profile on the portal
  • Knowledge search returns incorrect results on portal aliases when the portal product & asset filtering setting is set to option 3
  • Ticket reopen actions do not change the ticket status on the service desk or the unified portal
  • The Most Recent Downloads section of the unified portal incorrectly displays download files associated with other languages
  • The unified portal does not respect default customer email notification settings for tickets
  • Download folders do not display contents correctly on the unified portal
  • The unified portal displays glossary terms with statuses that should not be visible on the portal
  • The ticket toolkit displays account feedback when the Show on Tickets setting is disabled
  • The unified portal does not display comments added with the Provide Additional Info action
  • Service desk ticket: actions performed on tickets belonging to another department cause tickets to get stuck in transition

February 17, 2016 - Update - Defects Fixed
 
  • Premium reporting incorrectly shows violated SLAs for tickets that are reopened
  • Chats are still assigned to CSRs who have reached their maximum chats value
  • Ticket views in the mobile service desk display multiple duplicate tickets
  • Portal aliases redirect users incorrectly after upgrading to the unified portal
  • The unified portal does not respect customer locale languages
  • Chat rules cannot be edited
  • Chat deflection rules run multiple times on deflected chats and create duplicate tickets
  • The China time zone displays incorrect date and time conversion
  • The [EMAIL] tag is not handled properly in language pack strings for the unified portal when using the Forgot Password link
  • API GET calls return translated knowledge articles from other Parature accounts
  • Chat transcript email attachments are not displayed correctly
  • The date format in the Most Recent Topics section does not respect the default locale settings
  • Creating an article translation using the API deletes the parent article if it is the same language as the translation
  • Clicking a download folder that is a subfolder from its parent folder returns a 404 error
  • The ticket submit button displays invalid characters on the unified portal for languages with a non-English alphabet
  • Ticket feedback submitted from the unified portal displays invalid characters when a non-English alphabet is used
  • Language packs on the unified portal are displaying the incorrect translations
  • The unified portal displays the incorrect date format for users created using single sign on
  • Knowledge article search results are displayed incorrectly
  • IP address security restrictions for portal do not work correctly on the unified portal
  • Tickets created or updated between 2:00am and 3:00am during the US DST transition cannot be opened


January 19, 2016 - Update - Defects Fixed
 
  • Sort by Views for knowledgebase search results does not sort results properly
  • Changes made to the portal landing page text are not saved in the Safari browser
  • The scroll bar in the chat search results does not render correctly
  • Customers are not directed to the correct portal alias after upgrading to the unified portal
  • Tickets that are hidden from the customer and solved still break response SLA
  • Administrators are unable to add new CSRs
  • In GET calls, multiple API parameters are treated as ORs instead of ANDs
  • Tags do not work correctly in customer email templates
  • Email to Ticket settings POP3 do not obscure server password text
  • Fast Forward search returns only English knowledge articles
  • Knowledgebase search results are not filtered based on product selection in the unified portal
  • Enhanced knowledgebase search returns non-visible products in search facets
  • Download links allow customers to bypass access restrictions in the unified portal
  • Changing the default language in a department, changes all departments for that account to the same language
  • Internal comments are visible on ticket details when the customer possesses the Account Administrator role
  • Knowledge answers from EasyAnswer lists are not displayed correctly
  • Chat transcripts are not sent when the department is configured for certain time zones
  • Text and text boxes are not displayed correctly when creating or editing chat shortcuts
  • Customers who are assigned the Account Administrator role can view all accounts from the account search results on the My Tickets page instead of only the accounts they are associated with
  • Norfolk Time time zone is set to [GMT+11.5] instead of [GMT+11]
  • Article Search API - Search method does not use config value when no "_searchoption" query string parameter is present in the call, but defaulting to “allwords” option.


December 16, 2015  – Update – Defects Fixed
 
  • Scrollbars render incorrectly in chat search results
  • API PUT calls for CSR require a password
  • Emails sent to the via Account tab do not display in the history
  • External links to articles and download files redirect to the splash page
  • Inputting a 2-digit value for the year in an article expiration date defaults to 19xx instead of 20xx
  • The default locale for newly provisioned CSRs is set to Arabic instead of English
  • The name of the survey template “Mahogany Desk” is misspelled as "Mahogeny Desk"
  • Ticket fields do not respect the assigned default value when viewed in the service desk
  • Links to download files do not display in search results on the service desk
  • The Delete button does not display in portal ticket search results
  • Article folders do not respect the value for the Number of Articles to Display per Folder setting on the support portal
  • Ticket feedback fields are not available as criteria in TSAs
  • Customers may receive an error message when logging into the support portal
  • The Report tab does not display for CSRs without the System Administrator role
  • Standard custom reports do not return data for the Account and Customer fields
  • CSRs are not required to change their passwords when the appropriate box is checked in CSR settings
  • GET calls using the Article Translation API retrieve article translations from other accounts or departments.
  • Knowledge base search facet labels do not display if the portal language is set to Japanese
  • Knowledge base search results return broken links if the portal language is set to a language other than English
  • Using POST calls to create knowledge articles returns a CORS error message
  • Easy Answer displays articles in a different language from the portal language
  • Article translations created using the API have a smaller character limit than translations created in the service desk
  • Chats initiated from the sandbox portal are routed to CSRs in the production environment
  • Error messages while overwriting download files cause existing files to become inaccessible
  • Fields do not specify which entity they are associated with when creating custom views
  • Portal tabs display HTML Unicode characters instead of characters from other languages, such as Chinese or Japanese
  • The Summary and Details fields are truncated when viewing tickets in the mobile service desk
  • Adding dimensions to an existing premium report query also filters results
  • Default value is not showing in the internal drop-down ticket field when a ticket is created for the Frame-less Support Portal
  • Easy answer and Search is not working on the Omni Portal for Japanese Portal Language
  • Service Desk/O365: Unable to set second/third sub domain


November 18, 2015 – Update – Defects Fixed

 

  • Unable to create an FTP download file from the API.
  • CSRs without administrator permissions receive an error when attempting to change their password.
  • New ticket alerts are triggered even if the threshold is set to 0.
  • The Ticket History may not load due to invalid HTML in the ticket comments.
  • Ticket routing rules are unable to route tickets by language.
  • Requesting a new account from the unified portal does not create a new customer profile.
  • The unified portal does not respect the default ticket email notification setting defined by the Admin.
  • CSRs are not given a warning message when attempting to delete customers with tickets
  • CSRs may receive an error message when searching for terms within a ticket text field.
  • The Customer History does not record the addition or removal of a product.
  • May receive an error when uploading a profile image.
  • The CSR is unable to select a product when creating a ticket in the Account module.
  • Admins are unable to set the default language when mass editing CSRs.
  • CSRs may receive an error when viewing the Summary by CSR ticket list.
  • The customer must select a department when requesting a chat even if there is only one department.
  • SLAs without Knowledgebase and download permissions can still view the search box in the unified portal.
  • Admins cannot configure new ticket routing rules for tickets moved to different department.
  • People with email addresses that contain pound signs cannot be CC’d on tickets.
  • The My History page does not respect SLA permissions in the unified portal.
  • The EasyAnswer button text may not display in unified portals.
  • Chat agents continue to be assigned chats by the system even when they reach their max limit.
  • Internal fields with default values are not being set when the ticket is created from the portal.
  • Deleting emails from the Knowledgebase Inbox displays an error message even when the action is successful.
  • CSRs are unable to download a file from the search results in the service desk.
  • Some tickets might display two “Assigned To:” field in the service desk.
  • The validation message does not display password requirements when creating a new portal account
  • Text field type pre-chat questions are not presented to customers.
  • Changes to TSAs are not visible in audit logs.
  • CSRs may receive an error message when trying to download an EULA.
  • Field help bubbles do not display in the unified portal.
  • CSRs are unable to delete survey responses.
  • Some Paravid videos may not play in the unified portal.
  • CSRs cannot rename product root folders when in an Account-Wide product and asset mode.
  • The “Portal.Title” translation string does not update the browser window text.
  • The new ticket page in the unified portal has a javascript error.
  • The default customer role field on accounts cannot be updated by the API.
  • The Date_Responded, Date_Closed, and Final_Resolution_Userid fields are not returned when retrieving a ticket in the API.
 
The HTML from lists of Knowledgebase Articles and lists of Downloads from folders on the Omni/Unified portal have been updated for accessibility and compliance purposes. Article and Download folder titles are no longer referenced as LI  HTML elements, and are instead referenced as H4 HTML elements. If you are using the Omni portal, any CSS that refers to the li.heading element should be updated for the updated markup. Please see the screenshots below for further explanation:

Original HTML:

 
New HTML:



October 21, 2015 - Update - Defects Fixed

 
  • API: Widget variable API.Parature.csrID does not return the correct CSR ID
  • API: API may return customer SLA that does not match the value displayed in the service desk
  • Chat: A single customer can have multiple chat sessions active at the same time 
  • Chat: New Chat routing rules may not run when criteria uses ““Customer.Email”
  • Customer: Receive error when exporting Customer data from setup
  • Feedback: Unable to enable feedback comments for unified portals
  • Knowledgebase: Article question may display special characters as HTML entities
  • Mobile Service Desk: Receive service unavailable message when viewing Ticket queues in Mobile Service Desk
  • Portal: Articles temporarily display “Selected Topic” as the title until the page has fully loaded
  • Portal: Receiving 403 error when deleting an article subscription from Portal
  • Portal: Email Notification option is missing when creating a Ticket from unified portals
  • Portal: Articles and folders that are unpublished or hidden are indexed by search engines
  • Portal: Direct links to articles or folders that contain article or folder names in the URL return a 404 error
  • Portal: Password reset email links for unified portals return a 404 error
  • Portal: Request Account link displays as “Create a New Account” on unified portal
  • Portal: Customers may not be able to view articles with appropriate product associations when authenticated to the portal by SSO
  • Portal: Account Admin, Account Reviewer or Consultants are unable to view tickets they are not a customer on in unified portal even with the appropriate permissions
  • Report: Running premium reports with Customer and Asset data may result in a database error
  • Setup: Receive error when saving read-only custom fields names containing JavaScript
  • Setup: Administrators are unable to remove all permissions from an active CSR
  • Setup: Receive error when exporting customer data through the setup module
  • Search: Account names that contain special characters or accents cause search to fail
  • Search: Tags are truncated when returned as facets in search results
  • Search: Question may display as the answer summary in search result
  • Search: Deleted articles are returned in knowledgebase search results on the service desk
  • SLA: Deleted SLAs are displayed on the SLA page
  • Ticket: Unable to edit Ticket status stop clock setting
  • Ticket: Checkbox fields hidden by dependencies are created with a value
  • Ticket: Customer fields are displayed while mass editing Tickets, even when they are not selected as fields to edit
  • Ticket: Unable to reorder Ticket statuses and actions in multiple department environments
  • Ticket: Ticket history may not load when viewing tickets in the service desk
  • Ticket: Default values for internal ticket fields are not set when a ticket is submitted from the portal
  • Ticket: Reordering ticket email templates causes display issues for the list view of email templates
 

March 28, 2015 - Update - Defects Fixed
 
  • Account: The View or Edit buttons on the Customer list page are not available.
  • Desktop: The vertical scrollbar in the My Calendar page is not fully visible.
  • Download: An error message occurs when downloading an existing URL in the Service Desk.
  • Knowledgebase: The article lists in some folders are not formatted correctly.
  • Reports: The Operator Summary report in Standard reports does not display data.
  • Social: When replying a Twitter ticket, the character count is not accurate.
  • Ticket: Unable to create new Ticket View folders.
  • Ticket: Reactivated Time Sensitive Alerts will run on all Tickets even if those Tickets have previously been alerted.
  • Ticket: FastForward search results are displayed in reverse order to relevance.
  • Ticket: The escalate routing rule is always using "Current State" regardless of the selection.
 
January 2015 - Spring Wave first update: New features added including exposed configurations, mass editing Products, viewing Customer portal activity, and social profile tagging.
 

Previous Updates



Release information prior to the Spring 2009 release is not available at this time.

2014 2013 Archive
2012 2011 2010 2009

 

Knowledgebase

Topic Information
  • Topic #: 3-5811
  • Date Created: 01/23/2012
  • Last Modified Since: 09/21/2017
  • Viewed: 4244