Help Desk (Service Desk) ticket tracking system for Bitrix24

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The outdated CRM integration has been removed.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).

Improvements:

Administrators can now create custom fields of types "Text field", "Multiline field", "Date", "Date and time", and "Number" for tickets, companies, contracts, objects, and equipment.

Improvements:

Added smart search when filtering by names.

Improvements:

Observers for clients. Added notification for adding to observers. By default, the feature is disabled; to activate it, configure the parameter in notification settings.

Improvements:

Access rights optimization. Improvements have been made to the access control system. If you encounter access issues, please go to /helpdesk/settings/permission/ and reconfigure the access rights.

Observers for clients. You can now add observers on behalf of a client. These users will receive all notifications intended for the client and will be able to leave comments. By default, this feature is disabled; to activate it, configure the "Observers (clients)" parameter in the access rights settings.

Fixes:

Fixed an error that prevented resetting the list of linked ticket types in a department.

Resolved a sorting issue for overdue tickets.

Improvements:

Added the ability to edit user groups in the module settings (administrative section) that are linked to roles. Warning! When editing, access rights are reset to factory defaults.

Improvements:

Restored the 'History' tab in the ticket card – Now you can once again easily track changes and actions in tickets via the 'History' tab.

Redesigned the time logging block – The section for logging working time in the ticket card has been redesigned for greater clarity and ease of use.

Changed the user deletion logic – When deleting a user, they will now only be removed from the application groups, not physically deleted from the system, which helps preserve data integrity and simplify user management.

Fixed the sub-ticket counter display – Fixed an error where the sub-ticket counter was incorrectly displayed under the 'Specialist' role.

Fixes:

Fixed the display of the 'Time' tab in the ticket card when access is disabled

Updated the field for storing Telegram ID to support large numbers

Improvements:

Internal improvements and performance optimization

New functionality:

Creating subtasks in the ticket card

Minor fixes:

Fixed the activity of default settings upon first installation of the module.

Improvements:

Quick filters in tickets. Added the ability to manage and configure tabs for each role.

Field display in the list. Added the ability to copy settings to all tabs; improved the interface.

Improvements:

Quick filters have been implemented in tickets (My Tickets, Overdue, New Comments), highlighting of unread tickets, and display of the comment count.

Application performance has been optimized by adding indexes.

Improved tag processing for Telegram notifications.

Added a new notification about changing the planned ticket resolution date.

Access rights configuration has been simplified; all rights will be reset to default settings (reinstall them if they were previously changed). The configuration of old access rights is saved to the file bitrix/modules/darneo.servicedesk/data/access_control_backup_updater.json

Improvements:

Fixed layout of dialog windows.

Highlighted links on hover.

Cross-references in entity cards.

Ticket list - new fields: The following new fields have been added to the ticket list: "Effort", "Equipment", and "Estimate".

The "Planned resolution date" field has been made optional for cases where SLA is not used.

Fixes:

Notification sending upon status change has been restored.

Modal window layout fixed, which previously caused text blurring on Windows.

Improvements:

Active tickets counter: A counter for active tickets has been added to the left menu, displaying the number of tickets in progress.

New functionality: General settings

Request a comment: When changing the responsible person or the planned resolution date.

New functionality: Ticket status

The following settings for ticket statuses have been added in this update:

Request effort: When moving a ticket to this status, effort must be specified.

Request a comment: When moving a ticket to this status, a comment must be specified.

Fixes:

Email integration (fix)

Minor changes:

Access rights system. Improvements have been implemented in the new access rights system, including hiding unavailable blocks and fields depending on usage scenarios.

Improved logic for displaying overdue dates. The logic for displaying planned resolution time and ticket response time has been optimized.

New setting in status management. The option "Do not count time spent in status" has been added (displayed in the status change history).

Minor changes:

Interface improvements and modifications

Minor changes:

Prohibition of editing system codes for ticket statuses.

New functionality:

Access rights in settings. An experimental section has been added for flexible configuration of field and entity display.

New functionality:

Routing. The ability to assign responsible persons based on filled fields in the ticket has been added.

New functionality:

Custom fields. The ability to create custom dropdown fields for tickets, companies, contracts, service objects, and equipment has been added.

New functionality:

A notification for overdue tickets has been added, which can be sent to the performer or observers.

In SLA, a function to reschedule the solution time calculation to the next working day has been added if ticket execution extends beyond the current working day.

Multiple filtering in lists and date filtering have been implemented.

New functionality:

Customizable tabs have been added to tables with the ability to select fields, individual filtering, and sorting to improve data management.

A bug in the visual editor has been fixed; the last slash in the URL is no longer truncated.

New functionality:

Reset filters with one button

New functionality:

Final transition to version v2 (complete removal of version v1)

New functionality:

New tabular list: companies, contacts, agreements, objects, equipment, employees, history

New functionality:

New company card. Added field "Activity"

New functionality:

New service object card. Added field "Activity"

New equipment card. Added field "Activity"

New functionality:

New agreement card implemented

Agreements: added fields "Activity" and "Comment"

New functionality:

New ticket list in the customer card

Enhanced filter in the "Write-off History" report

Optimization:

Internal optimization

Optimization:

Migrated user detailed card to the new API

Integration and technologies:

Added integration of notifications with Telegram

New version v2 – main updates:

Integration and technologies:

The application has been partially migrated to REST API and Vue 3, ensuring improved performance and usability.

Ticket management:

Departments: Ability to create tickets by department with individual ticket types for each. Automatic notification of the department when tickets are created without a responsible person.

Automatic assignment of the performer when the ticket status is changed via status settings.

Ticket card: Redesigned interface and a new chat-style comment system added.

Status change history: Now you can track the time a ticket spends in each status according to SLA.

Status transition restrictions: Clients can move a ticket only to the final status (closed) and the initial status (open) if they lack editing rights.

SLA and reporting:

SLA calculation: Reaction time and resolution time are now taken into account when calculating performance deadlines.

Reports have been redesigned.

Interface improvements:

Enhanced sorting capabilities, as well as the ability to enable or disable various interface elements such as ticket types, priorities, and statuses.

Priority highlighting in the ticket card header and optimized data loading (as needed).

Improvements and optimization:

FIX: When saving user groups (employees, clients) in the public section, groups were being reset

Improvements and optimization:

Visual editor: Now, when copying a link and pasting it into the editor, the link itself is displayed instead of the original text

Improvements and optimization:

FIX: Retrieving tickets for a Lead Specialist with an associated Department

Improvements and optimization:

FIX: Layout of drop-down lists when creating a ticket

The style of the "Export to Excel" button in the ticket list has been changed

Improvements and optimization:

Disabled logging when users are changed

Improvements and optimization:

Service objects. Added a "Default" field, which is automatically filled when creating a new ticket

Departments. Setting the default department when creating a ticket (for organizing support levels)

Optimization:

Fixed an error where a file was attached incorrectly (when the file duplicate tracking setting is enabled)

Optimization:

Serial number information has been added to the equipment selection

Removed HTML tags from push notifications

FIX: Updating data in the company card

FIX:

Fixed an error when creating a user with strict password requirements

FIX:

Display of images in text when creating tickets via email

FIX:

Minor fix for the installation wizard

Fixed an error in Log\User::getUser()

Important! Email integration change:

Transitioned to receiving emails from the Mail module. Reconfigure integrations: set up email receiving in the standard Mail module, and configure the integration in the solution settings.

Service update:

Update for PHP 8.1

Service update:

Access rights for Departments (fix for the lead specialist)

Service update:

Access rights for Departments (restriction on displaying tickets by departments)

Service update:

Optimization of email parsing

New functionality (alfa):

Added grouping of employees by Department -> possibility to organize ticket processing by support levels or by departments

Service update:

Creation of tickets from email inquiries (fix for editing the settings record).

Service:

Notification about the release of new updates

New functionality:

Creation of tickets from email inquiries (php imap must be connected). New functionality in settings /helpdesk/settings/mail/

Service update:

Fixed an issue where the filter disappeared after a Bitrix update

Service update:

Speeded up the display of the ticket list

Service update:

Redesigned the tab output functionality in CRM (company/contact) via a local application (the application must be installed manually, see the solution page, in the "Installation" section)

Fixed an error in sorting tickets by close date and contacts by company name

Small changes in css

Fixes:

FIX layout of dropdown lists (they were not displayed in pop-up windows). The problem was observed after installing the latest Bitrix updates.

Service update:

Fixed the equipment selection functionality when a user with the "Client" role submits a request

Service update:

Fixed file paths in comments (error after installing fresh Bitrix updates)

Service update:

Added reindexing in module settings. Required when changing user groups in settings.

Fixes:

Minor fix for reports (chart)

Fixes:

Fixed attaching observers in the company card

Fixes:

Bug fix (error when opening CRM)

Optimization:

Minor change

Fixes:

Bug fix

Improvements:

Configuration of additional restrictions for the "Specialist" role

Automatic ticket closure (configured in status settings)

Full-text search enabled: companies, contracts, objects, equipment

New field added to contacts and employees - "Last login date"

Ability to select an employee when logging time on a ticket

Additional service settings: specifying an additional user group when adding a client or employee

Application performance improvement, CSS fix, minor changes

Improvements:

New field added to companies "Observers"

New in version and improvements:

Ticket notification settings (push, email, sms)

Improvements:

Service update

Fixes:

FIX file attachment when creating a ticket

Minor CSS adjustments in the change history within a ticket

Fixes:

FIX display of equipment list for clients

Fixes:

FIX display of ticket ratings

New in version:

Ticket ratings by clients (after moving a ticket to "Closed" status, the client can rate the ticket resolution)

Improvements:

Full-text search in the list of requests (by request ID, name, and description)

Internal optimization

New in version and improvements:

New "Equipment" functionality

Linking companies and contacts to CRM (displaying HelpDesk in CRM)

Restricting user rights within the company (show all requests/show only own requests)

New field added to requests: "Planned Effort"

Tooltip added for the "Request Type" field

Quick creation of items from the top menu

Minor interface changes

Internal optimization

Improvements:

Internal optimization

Improvements:

Internal optimization

Fixes:

Fixed an error during installation of the demo version

Improvements:

Opening windows in a slider when creating or viewing a detailed card for all entities

Fixes:

Fixed errors when saving the date field

Fixes:

Fixed an error when saving the "Planned Resolution Date"

Improvements:

Added export of the request list to Excel

Fixes:

Minor fixes to minified JavaScript

New in version and improvements:

New functionality: "SLA: ticket processing standards"

New menu design in reports and settings

New template for time deduction and display