v11.2: Release Notes, Hotfixes, and Updates

Resolved an issue where email replies that were in response to a case with an ID larger than 8 characters or that used the case ID format of CRS in the subject/body would update the incorrect case.

Agents

A11-1022

Fixed an issue where, in certain circumstances, the case was not cleared from the user interface after being deleted by the user.

Agents

253166

A11-881

Fixed an issue that prevented multiple email addresses from being entered in the email2 field on a case.

Agents

A11-889

Fixed an issue where clicking the Don't Save and Dismiss button would be blocked by unfilled mandatory fields.

Agents

253869

A11-897

Added logging and fixed an issue impacting specific customers with SAML2 SSO configurations.

ALL

252153

A11-859

Added a new Manage Favorites page for administrators to use if they have w_admin_favorites permission.

Administrators

126434

A11-5

Added a new Favorites drop-down menu with options for accessing new and existing pages.

Administrators

A11-693

Added a new Quick Reports option on the Home Page function bar. This will allow easy access to frequently used report favorites.

ALL

A11-54

Added the option to choose between outbound call and SMS, if both are set up in your system.

Agents

A11-451

Improved logging for the Address Redaction Utility.

Administrators

234991

A11-498

Added a new Case Audit Trail Report to show case data tracking such as date, time, and user ID for all case data additions, updates, and deletions.

Administrators

A11-507

Added RQA feature for initiating and tracking a product retrieval request from a customer or store.

ALL

A11-511

Enhanced Mass Mailing so that an email subject with [case.case_id] will substitute the case ID.

Administrators

119140; 239735

A11-562

Improved the Queue interface to allow an administrator to edit the list of responsible agents.

Administrators

A11-668;

A11-754

Added a new Queue Details item to display in the Work Items list. A new w_view_queue_details security permission is added for this feature and is given to FULLACCESS roles by default.

ALL

A11-712

Added the ability to show Chart Reports in the new Quick Reports feature. For details, see Favorites Displayed as Quick Reports.

ALL

A11-731

Enhanced Graph Email Service to allow outbound emails.

Administrators

A11-669;
A11-676;

A11-733

Usability enhancements to allow arrow keys to navigate the Layout Editor drop-down lists.

Administrators

A11-761

Added the ability to create a shared Favorites folder.

When naming a shared folder, we recommend that you add a prefix to the name to indicate that it is a "Shared" favorite folder.

Administrators

A11-749

Enhanced security for calls from Agent to Knowledge to validate that the server being called is one from a valid list.

Administrators

A11-633

Added metadata endpoint for customers to pull into their Identity Providers.

Administrators

A11-784

Fixed an issue with drop-down list displaying behind other user interface elements.

Agents

139734; 230852

A11-81

Fixed an issue where you could dismiss a case with close mandatory fields not filled in.

If you have complex close mandatory rules, you may be impacted by this fix. You should evaluate whether you need to update your rules accordingly or train your agents so they are aware that these fields may need to be filled out.

Agents

145394

A11-124

Reduced scrolling for pending actions.

Agents

228859

A11-444

Fixed an issue where nested folders more than 2 levels deep did not show up in the File Maintenance Utility.

Administrators

228604

A11-482

Improved logging for the Address Redaction Utility to clearly show what fields are being redacted on addresses and cases.

Administrators

234991

A11-499

Various updates were made based on recent audits that should not impact users.

ALL

A11-663;
A11-684;
A11-685;
A11-687

Fixed the Address Service to be able to support Canadian addresses.

Agents

A11-677

Fixed an issue where the favorites for a selected user could not be seen and copied.

Administrators

A11-734

Fixed an issue with editing a favorite folder name by giving the option to the existing name or create a new folder.

Administrators

238697

A11-537

Fixed an issue when distributing a favorite in a folder. If the user it was distributed to did not have that folder, then the favorite was not visible to the user. The favorite will now show up in the ROOT! folder of the user to which it is distributed.

Administrators

242529

A11-650

Fixed an issue with how Smart Search performs case ID and phone searches.

Agents

247253

A11-738

Fixed an issue with inserting standard paragraphs after a case preview.

Agents

A11-753

Fixed an issue with System Last ID when value is set to less than 8 digits.

Administrators

248097

A11-740

Fixed an issue with BCC field not working in Send Letter Options.

Agents

229450

A11-440

Fixed an issue where uploaded files show an error on the virus scan due to a non-ASCII character in the file name.

Agents

251163

A11-772

Fixed an issue where folder names in favorites were not required to be unique.

ALL

A11-786

Fixed an issue where the Password Attempt Limit was not being enforced.

This change may impact users that had exceeded the password attempt limit in v11.1 when attempting to log in to v11.2. An administrator will need to unlock the user using the Clear Locked Users utility.

ALL

250807

A11-741

Added security regarding the passwords saved in the system. The result is that when storing a password in the system, you must first click a Change Password button to make the input box visible.

Also, the input box will no longer show any asterisks regardless of whether or not there was a password saved previously.

Administrators

A11-654;

A11-879

Fixed an issue where cases created through Community Inbox were not correctly setting the Action Date and Responses Due Date.

Agents

A11-785

Fixed an issue where there was an error when running a scheduled Chart Report.

Administrators

A11-778

Fixed an issue impacting specific SSO configurations. There will be no downtime or intended impact on other users.

ALL

A11-859

Fixed an issue with 'Forgot Password' failing to send an email when the Outbound Email Type is Graph.

ALL

A11-835