Help Desk (Service Desk) ticket tracking system for Bitrix24

Before installing the update, create a backup of the site files and database.

The installed version is now visible at the bottom of the ServiceDesk pages. When a new version is available, a badge "Updates available" appears next to it.

Fixed the display of screenshots in tickets and comments if the files are stored in the cloud.

Before installing the update, create a backup of the site files and database.

Added a setting for allowed attachment extensions for requests, comments, and incoming mail.

Added the ability to paste screenshots from the clipboard into the request description and comments. Images are saved as files and are available in the Files tab.

Added full-screen viewing of screenshots with zoom and display in original size, including in the request sidebar.

Fixed saving of row order in settings and personal tabs during rapid repeated reordering.

Fixed vertical scrolling above the request card history and tabs.

Removed the unavailable "Requires Attention" column from the request list column settings.

Notifications for a request are no longer sent to employees who do not have access to it.

Before installing the update, create a backup of the site files and database.

Application optimization.

Before installing the update, make a backup of the site files and database.

In drop-down lists and saved values, inactive records are marked with a compact badge "off" next to the name.

Before installing the update, make a backup of the site files and database.

Added the ability to save individual column widths in lists, reports, and reference books. In the "List Columns" panel, you can set the width as a number, select automatic sizing, or reset the widths.

In the settings for the final status, you can allow a specialist to close a ticket if they are the author, responsible person, or observer.

A filter by roles with the ability to select multiple values and save to the dashboard has been added to the employee list.

Switching between active and all related records has been added to list and report filters.

Fixed search for companies, contracts, and service objects in cards and creation forms. The search finds matches within the name, including short numbers.

Restored the display of additional fields in lists of tickets, companies, contracts, objects, and equipment.

Fixed the display of quotes, ampersands, and other special characters in names, fields, and notifications.

Fixed filters overflowing the dropdown menu boundaries and duplicate loading indicators during search.

Before installing the update, make a backup of the site files and database.

The issue of double list updates after sorting and changing personal settings has been fixed. Other open tabs and side panels continue to receive updates.

Before installing the update, make a backup of the site files and database.

Routing rules can be applied when changing the ticket department: assign a responsible person and add observers.

Open lists, cards, and settings are updated via Bitrix Push & Pull. Unsaved changes remain in the editor.

After deleting a record or revoking access to it, navigation to the corresponding list is performed.

The issue of saving the client's ticket rating has been fixed.

The issue of updating equipment without maintenance plan records has been fixed.

Before installing the update, make a backup of the site files and database.

Export to CSV has been added for requests, companies, clients, employees, contracts, objects, equipment, and the log.

The exact number of records can be seen in the lists.

Comment editing has been added.

When selecting the responsible person and observers, you can switch between the request department and the general employee list.

Errors when applying saved filters and searching in lists have been fixed.

Duplicates in the employee selection lists have been removed.

Access to service information about exports by unauthorized persons has been blocked.

Bitrix administrator accounts are protected from modification via employee and client management.

Names of unavailable parent requests are hidden in cards and exports.

A bug preventing a client from closing or returning a request without specifying effort has been fixed.

Before installing the update, create a backup of the site files and database.

Fixes and improvements:

An employee with the right to view requests can read a request they created even after removing themselves from the observers. Authorship alone does not grant the right to edit the request.

If you are allowed to change the request observers, you can find and add an active employee from any department.

You can add a colleague to the observers even without the right to view employees. In this case, their name is displayed, but the link to the employee card is unavailable.

If you lose access to the request after removing yourself from the observers, the system saves the change and returns you to the request list. The request status remains unchanged.

A specialist with the right to view employees sees active colleagues from all departments, including managers and module administrators. They are available in the employee directory, selection lists, and filters by author and editor.

When selecting more than 50 employees, all selected names are displayed correctly.

To create an employee and connect a user from the portal structure, the right to add employees is required. A specialist and a manager can add only specialists. A module administrator can also add managers and administrators. In both methods of adding, rights to fill in the fields are taken into account.

When updating, previously configured rights are preserved. When installing the module for the first time, a specialist cannot add employees by default; this right can be granted by the module administrator.

A specialist cannot change the MAX binding of another employee, manager, or administrator. A manager can change the bindings of specialists, but not of other managers and administrators. This also applies to the client card if the same person is an employee. Connecting your own MAX remains available if the necessary rights are present.

A specialist and a manager cannot change administrator data via the client card, including the email. This applies when a single person simultaneously holds the roles of administrator and client. For other clients, the previous editing rights are preserved.

If an employee's role term has expired or has not yet started, their card is hidden from the directory and selection lists. A disabled group also denies access to the card. If the user has another active role as an employee, manager, or administrator, the card remains accessible under the previous rights.

Search filters and tab counters consider only the records available to you. A composite filter no longer allows retrieving the names of other people's records or determining their presence via the counter.

New features:

Personal settings for system tabs of requests: administrators can allow users to change tab settings and revert to the system template.

"Author" and "Modified by" filters in request, company, contract, service object, and equipment lists, including related tables. The "Author" filter is available in the general journal.

Filtering requests and companies by observers.

Searching for users by email in selection lists and filters.

Fixes and improvements:

Fixed loading of request lists with observers and pagination functionality.

Unified user selection in filters; fixed menu display and condition saving.

Fixed adding employees and contacts from the portal structure.

Fixed loading and searching for observers and equipment in selection lists.

Fixed permission checks when adding comments and modifying effort.

User names and request history are displayed securely.

The deadline modification method accepts only supported fields.

Fixes and improvements:

The link to the ticket is now copied from the compact action menu next to the ticket title edit button and correctly opens in the mobile application.

Fixes and improvements:

Improved mobile version functionality: navigation, transitions from notifications, and ticket forms.

Fixed minor interface bugs in tickets, reports, and settings.

Increased reliability of time tracking.

Strengthened access rights checks for service operations.

Fixes and improvements:

Fixed ticket access for users with multiple roles.

Updated the display of titles and buttons on pages.

Fixes:

Email tickets. Fixed HTML cleaning from emails: service meta tags for encoding and Office tags no longer corrupt Russian text when displaying comments.

Maintenance scenarios. After saving a scenario step, the full data of the ticket template editor is now returned, so the form immediately remains in the correct state.

User lists. Fixed duplication of employees and clients in dropdown lists if the user belongs to multiple groups.

Email notifications. Fixed the display of formatted ticket descriptions in emails: safe HTML is now displayed as markup again, not as text with tags.

New functionality:

Scheduled tickets. Automatic ticket creation based on a schedule has been added.

Equipment maintenance. Maintenance regulations with automatic ticket creation based on scenarios have been introduced.

Linked equipment. Nested and dependent elements can now be tracked in equipment cards.

Improvements:

Column management. Column settings in lists have been updated for more convenient work.

Security. Protection for administrative search, sidebar links, and email headers has been strengthened.

Stability. Identified errors have been fixed and the interface performance has been improved.

Security update:

Object access checks have been added when modifying or deleting clients, employees, contracts, equipment, service objects, companies, and tickets.

Leakage of names of related entities in cards and lists, where access was denied, has been prevented.

Related IDs are checked when creating and updating tickets, including observers and equipment.

An XSS vulnerability in the frame-component header has been fixed. The test bootstrap is protected from HTTP access, and user tab checks have been corrected.

Critical security updates:

XSS, TLS, and upload issues have been fixed.

The outdated CRM integration has been removed.

Integration with MAX messenger:

Fixed an error that caused user binding to be lost when starting the bot.

Visual editor improvements (comments):

Added the ability to insert images from the clipboard when adding a new comment to a ticket.

Integration with MAX messenger:

Notifications to MAX messenger. Configured in notification settings.

Bug fixes:

Fixed the behavior of drop-down lists in settings tables: selecting a value no longer resets on click.

Improvements:

Added display of equipment inventory number next to the serial number. This change works in the ticket creation form, the ticket card, and the ticket list (Equipment field).