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Request Tracker v5.0.0 Release Notes

• RT 5.0.0 -- 2020-07-17

  We're pleased to announce the general availability of RT 5.0.0. This
  🚀 release introduces a major update of the web UI as RT now uses
  the popular open source Bootstrap front-end toolkit. This brings
  📱 to RT a modern, responsive layout with all of the power and familiar
  🔋 features of RT. Details on this and other changes and new features
  are below.

  You can get the new version here:

  🚀 https://download.bestpractical.com/pub/rt/release/rt-5.0.0.tar.gz
  🚀 https://download.bestpractical.com/pub/rt/release/rt-5.0.0.tar.gz.asc

  SHA-256 sums

  781ac6e21d8e1cf3514ddc6a71418cefde903df241d4e7011e75f90eb62a952e rt-5.0.0.tar.gz
  f3fe75aca612cbd7904877fa2951be691f5451ef11b4048e7906700d42853975 rt-5.0.0.tar.gz.asc

  Although only noted in a few items in the list below, the Bootstrap
  ⚡️ update alone accounted for hundreds of commits and thousands of lines
  ⚡️ of code updates. We hope the update to a very popular web framework
  will make it even easier for users to create (and share!) new
  themes.

  🚀 In addition to that major UI update, this release also contains many
  other big new features including a new charting library, a graphical
  ⚡️ lifecycle builder, and new web access for admins to update RT's
  🔧 many configuration options. This new version of RT contains changes
  and improvements from over 1,500 git commits.

  🔧 We have also added configuration to run RT's 35,000+ tests using
  👀 TravisCI, so you can now see our test runs from GitHub.

  🚀 A list of changes included in this release is below.

  🆕 New features

  • 🌐 Convert to Bootstrap as base web design framework
  • ✂ Remove table-based page layout and make design responsive
  • Create new elevator-light and elevator-dark themes
  • Convert many on-screen hints/help to tooltips
  • ➕ Add Fontawesome and update all icons to svg
  • 👍 Allow CustomDateRanges to be defined in configuration for
    👉 use in ticket search results
  • 👌 Support BusinessHours times in CustomDateRanges
  • 👌 Support default dates when not defined for CustomDateRanges
  • ➕ Add linking support to groups
  • 🆕 New Group Summary page (similar to User Summary)
  • ➕ Add group-scoped options for default ticket listings on
    Self Service pages
  • 🆕 New transaction query builder for searching transactions
  • 🆕 New asset query builder for searching assets, support for AssetSQL
  • 🔧 RT configuration is now available to SuperUsers in the web interface
  • 💅 CKEditor updated to 4.13, re-styled for new themes
  • ⚡️ Update chart UI to use chart.js
  • ➕ Add CustomDateRanges and BusinessHours support to charts
  • ➕ Add line charts to chart options
  • Inline edit is now available on ticket display and in ticket
    listings (search results, saved searches, etc.)
  • ➕ Add jGrowl for pop-up style result messages
  • Ticket priority can now be set and managed using text priority
    🔧 options like Low, Medium, High (configurable)
  • 🆕 New graphical UI for building and editing lifecycles (workflow)
    and lifecycle settings
  • 🔗 LinkedQueuePortlets allows you to add a section to ticket display
    with linked tickets from another queue

  💻 General user UI

  • ➕ Add asset display menu actions to ShowAssets template
  • Relabel 'Password' box on /Prefs/AboutMe to 'Access control'
  • 0️⃣ Default search result count display to on
  • ➕ Add default value for Articles in Queues
  • ➕ Add autocomplete for articles
  • 🔨 Refactor ticket create and update to use new SelectArticle, merging
    previous 3 form controls for articles to one
  • ⚡️ Update article select to automatically show dropdown or autocomplete
    box based on DropdownMenuLimit
  • ✂ Remove article hotlist configuration since all articles in a class
    are available to associated queues
  • Queue can now be selected directly on the ticket create page and changed
    before creating a ticket
  • Catalog can now be selected on the asset create page and changed
    before creating an asset
  • 💻 Re-designed listing and selection UI for RT at a glance edit page and
    dashboard edit pages
  • 🆕 New Selectize "bubbles" when entering users in Requestors, Cc, etc. on
    ⚡️ ticket create and update pages
  • ➕ Add configuration to hide custom roles from some pages like the ticket
    create page, etc.
  • 0️⃣ Select one value custom fields now default to Dropdown
  • Content selected on ticket display is quoted on reply/comment
  • ➕ Add unread message count as an option for unread messages on RT at a glance
  • ⚡️ Display current queue on ticket update page (reply/comment)
  • ➕ Add Create Ticket option to Home menu so it is available when in assets, articles, etc.
  • 🆕 New page option to reverse transaction sort on current ticket while viewing
  • Convert logos and images to svg
  • ➕ Adding/deleting values for custom fields now uses ajax to update
    in-page without a full page refresh
  • 🚚 Move user-generated dashboards from the Home menu to Reports menu
  • 🔧 Make Reports menu configurable, including removing default reports and
    ➕ adding/removing dashboards (like previous functionality in Home)
  • 👌 Support for filtering by lifecycle in ticket query builder
  • 📱 Default mobile devices to full (now responsive) RT web UI. Mobile
    ⚡️ optimized UI still available by setting $ShowMobileSite
  • 🛠 Fix table wrapping error in Ticket/Update.html
  • Don't double-escape queue name in title generation stage
  • ⚡️ On ticket update, defer AJAX recipients update briefly to get form's latest status
  • 👌 Improve UI of unread messages notification
  • Omit groups in saved search privacy menu if user doesn't have rights
    to save searches for that group
  • ⚡️ Sync one time inputs back to checkboxes on ticket update page
  • 👌 Support searches on NULL(unset) values on user/group admin pages
  • Fill up cells of record's last row in search results
  • ➕ Add a display only Owner column as an alternative to OwnerName
  • 🛠 Fix mobile home navigation for iOS

  Extensions Added to Core

  • RT::Extension::QuoteSelection
  • RT::Extension::RightsInspector
  • RT::Extension::ConfigInDatabase
  • RT::Extension::CustomRole::Visibility
  • RT::Extension::PriorityAsString
  • 🍱 RT::Extension::AssetSQL
  • RT::Extension::LifecycleUI
  • RT::Extension::REST2
  • RT::Authen::Token

  Command-line

  • 🚚 Move perl dependencies to cpanfile
  • ✅ Many improvements to information and output of rt-test-dependencies (make testdeps)
  • ⚡️ Many updates to module dependency lists, versions, etc.
  • ➕ Add support for JSON-formatted initialdata
  • 👌 Support assets and catalogs in initialdata
  • 👌 Support ObjectCustomFieldValues in initialdata
  • 👌 Support Articles in initialdata
  • 🆕 New rt-dump-initialdata script to export RT objects to initialdata files
  • ➕ Add documentation for serializer/importer process

  Internals

  • Clear Subject header from auto-generated text email part
  • 💻 Respect AllowUserAutocompleteForUnprivileged for email inputs in self service UI
  • 🍱 Convert summary page asset searches to use AssetSQL
  • 🏗 Multiple changes to RT query builder to allow for customization
    in extensions (specifically RTIR)
  • Migrate owner autocomplete to the general autocomplete
  • 👌 Support gpg 2.2 for email encryption
  • 👍 Allow extensions to add custom field groupings to queue defaults
  • 👍 Allow a Limit value to be passed to tickets autocomplete
  • ➕ Add ExternalAuth support for attribute mappings to user CFs
  • ➕ Add ExternalAuth support for coderefs in attr_map
  • ➕ Add DisplayTotalTimeWorked to RT_Config.pm
  • ➕ Add $QuoteWrapWidth option for wrap length when quoting on ticket reply
  • Fix uninitialized warning in ticket searches with active and inactive items
  • 👉 Use system user to get custom field objects to inspect in searches
  • 0️⃣ Set a default for $AttachmentListCount
  • 🌲 Clarify external auth logging when users are not found
  • 0️⃣ Default lifecyle type to ticket on SelectStatus
  • 🚚 Move SignatureAboveQuote to Message box properties
  • ➕ Add support for setting user CFs on create
  • ➕ Add sort for external custom field values
  • 🛠 Fix removal of scrips when shredding queues
  • 🌐 Restore mistakenly translated quant function in German translation
  • 🛠 Handle subject tags prefixed with http:// by email clients
  • ✂ Remove duplicated closing tag for attachment delete links
  • Correctly handle custom field MaxValues
  • ⚡️ Update default rights check to false to correctly handle custom
    role edit rights checks on tickets
  • ➕ Add multipart/form-data encoding to EditAboutMe form
  • 🛠 Fix removal of custom fields when shredding queues
  • ✂ Remove search string including numbers in ticket autocomplete search on select
  • ⚡️ Update RecentlyViewedTickets to deal with shredded/merged tickets
  • 🛠 Fix bug that kept 11 tickets in the "recently visited" list instead of 10
  • Filter queues by checking "CreateTicket" right on ticket create page

  Database

  • ⬇️ Drop HotList column for Classes
  • ⚡️ Update to utf8mb4 charset on MySQL/MariaDB
  • ⚡️ Update id size to BigInt for some tables that get large in big RTs

  Server Administration

  • 🔧 Make RT logout link configurable
  • ➕ Add %ThemeJSFiles config to serve different js for different themes
  • ✂ Remove references to end-of-life versions and software
  • Document a fix for perl module permissions problem
  • ⬆️ Avoid upgrade warning of "no such table: Configurations" before it's created
  • 🌲 Document and log information on external HTML formatters

  Developer

  🏗 Move RT menu building logic from Mason templates into Perl
  library files

  🔨 Refactor asset menu logic into separate functions

  🗄 Deprecate RT::Article::LoadByInclude that was for old article selection UI

  Pass ShowHints via a callback to provide a way to hide hints

  Document additional plackup options via rt-server

  ✅ Load Test::MockTime earlier to fully replace time functions in core

  👍 Allow RT_HOST to be set via environment variable for testing

  ➕ Add docker and travis configuration to run RT tests on TravisCI

  ✅ Avoid running multiple rt-externalize-attachments simultaneously in tests

  🆕 New callbacks:
  🏗 /Search/Build.html BeforeDisplay
  /Ticket/Forward.html AfterMessageBox
  /Ticket/Forward.html Initial
  /SelfService/Create.html Initial
  /Elements/ShowTransactionAttachments ModifyContent

  A complete changelog is available from git by running:
  🌲 git log rt-4.4.4..rt-5.0.0
  or visiting
  rt-4.4.4...rt-5.0.0

Previous changes from v4.4.3

• RT 4.4.3 -- 2018-06-26

  We're pleased to announce the general availability of RT 4.4.3. This
  🛠 release introduces several new features and also bugfixes.

  🚀 https://download.bestpractical.com/pub/rt/release/rt-4.4.3.tar.gz
  🚀 https://download.bestpractical.com/pub/rt/release/rt-4.4.3.tar.gz.asc

  SHA-256 sums

  738ab43cac902420b3525459e288515d51130d85810659f6c8a7e223c77dadb1 rt-4.4.3.tar.gz
  29e0f9c44e30fb8bb2d23448f1930593aef28e4b3faf5bd22619f52e53229c4f rt-4.4.3.tar.gz.asc

  💻 General user UI

  • 👉 Show the Ticket's Subject when modifying the ticket.
  • 📜 Re-format RT/Config.pm so the # loc comment parses correctly.
  • Sort saved searches alphabetically by name rather than by id.
  • 🚚 In Self Service, provide a path to remove attachments from the session
    when they are deleted from dropzone by the user (I#32663).
  • 🛠 Fix evaluation of set vs. unset custom fields on display for correct hiding.
  • 🔧 Set dropzone attachment size based on RT's MaxAttachmentSize configuration.
  • ➕ Add a configuration option TreatAttachedEmailAsFiles to treat attached email
    📜 as a file attachment instead of parsing as regular email.
  • ⏪ Restore email header parsing for items like email addresses when
    TreatAttachedEmailAsFiles is not set. This was disabled in a previous
    🔖 version.
  • 0️⃣ Respect default queue settings in Create linked ticket dropdown (I#32884).
  • ⚡️ More fixes for recipient checkboxes on update. This version removes previous
    ⚡️ problematic fixes and gives a visual indication (shading) when RT is updating
    recipients in the background and checkboxes should not be changed (I#33027).
  • Provide a way to reset personal search preferences back to the RT system
    0️⃣ default (I#32854).
  • ➕ Add an Untake action to the Actions tab.
  • ➕ Add active and inactive status to query builder.
  • 🏗 Re-add Queue to 'Order by' dropdown in Search Builder.
  • 👉 Make admin searches for queue and group case insensitive making it easier to
    find groups.
  • 0️⃣ When editing ticket basics, always add valid default value to queue selection,
    👀 taking into account SeeQueue rights.
  • Set dropzone parallelUploads to 1 to avoid losing attachments. Also
    set parallelUploads when the dropzone object is created.
  • 💻 Correct error messages on user rights for CF admin UI.
  • In ticket history, respect ShowHeaders option from request for
    ScrollShowHistory (I#32699).
  • 🛠 Fix ExtraArgs of callback ExtraShowHistoryArguments in ScrollShowHistory.
  • In the ticket history with scroll set, continue to get transactions until all
    have been shown, even if a block has been hidden for some reason (rights, etc.).
  • ➕ Add PreferDropzone config/pref option for users. Dropzone is not accessible
    to screen readers and this enables the previous attachments interface which
    is accessible.
  • 🏗 In the query builder, set operator to "IS" or "IS NOT" for NULL values.
    🛠 This fixes a regression from pre-4.4 RT behavior.
  • Don't create ticket if user clicks "Go" buttons of "Include Article".
  • 🛠 Fix CF name escape for asset search's spreadsheet download.
  • 👉 Show the user in single member custom roles even if the user is
    disabled (I#32949).

  Administration

  • Stop wrapping ShowUser in tags to avoid unnecessary nested links.
  • When listing group members, sort by text-only representation of the
    👉 user, not HTML (I#30771)
  • In the group admin page, stop pre-computing ShowUser.
  • In shredder, check for both id and name mismatches when loading objects.
  • ➕ Add a new rt-passwd command to make it easy to reset passwords on the
    command-line.
  • 👌 Support custom roles in RT serializer/importer tools.
  • 👌 Support catalogs and assets in RT serializer/importer tools.
  • ⚡️ Update RT's module dependencies for SSL (https) to align with updates
    to the CPAN module ecosystem.
  • ➕ Add age, batchsize, and dry-run options to rt-externalize-attachments.
  • Set proper HTTP Status codes on Abort.
  • The value for converting the owner dropdown to an autocomplete textbox can
    ⚡️ now be updated in configuration with DropdownMenuLimit.
  • 👯 Switch to Clone::clone to copy config structures in Obfuscate callbacks. This
    🔧 restores support for REGEXP and CODE configuration on the System Configuration page.
  • 🔧 Provide a way to pass more options to Net::LDAP from LDAPImport configuration.
  • Provide more debug output on connection failures in LDAPImport.
  • 🌲 Store log messages until RT::Logger is initialized. This means messages logged
    before the logger is available, like "Change of config option..." can now
    🔧 respect the configured log level.
  • In shredder, check for both id and name mismatches when loading objects
  • Retain scrip sort order in pagination links

  Internals

  • 🐎 Cache OCFVs to improve performance searching for duplicates when adding
    values.
  • ✂ Remove unused dependencies on File::Copy and Carp.
  • On Oracle, return the empty string instead of undef for Subject when it
    has no value on a ticket.
  • 🍱 When linking, load assets by id to confirm the asset exists. This makes
    asset link handling consistent with ticket handling.
  • 🛠 Various fixes for compatibility with perl 5.26.
  • 👌 Support unicode characters in constant time comparison function
  • 👍 Allow merge for tickets only, not other types like reminders (I#32700).
  • Preload Encode with UTF-8 to avoid masking other errors (I#32648).
  • 🖨 Process multiple links via the REST 1.0 interface.
  • ➕ Add SLA field support on REST 1.0.
  • 🏗 Build table attributes for RT::Asset. This is needed to allow assets to work
    properly with REST 2.0.
  • Avoid uninitialized value warnings with CustomField.
  • Call DoAuth only if ExternalAuthPriority is not empty, allowing use of
    ExternalAuthInfo without ExternalAuthPriority set.
  • 0️⃣ Use "id asc" as the default sort order of GroupMembers for consistent ordering.
  • 🐎 Cache OCFVs to improve performance searching for duplicates on add.
  • ⚠ In CollectionAsTable, fix the uninitialized warning in case @order is empty.
  • ⚡️ In rt-validator, update link checking regex to match asset links.
  • ✂ Remove trailing "/" from RT::URI::asset::LocalURIPrefix for consistency.
  • ⚠ Use RT::Logger for EmailInputEncodings config warnings.
  • "Die" properly when receiving an invalid query via to FromSQL.

  Developer

  • Avoid using $id in /Ticket/Display.html so callbacks can modify id in ARGS.
  • 📜 Pass the MIME entity to ParseTicketId in addition to subject.
  • ✂ Remove a 'This is scary' comment from code that has been running fine for
    over 10 years.
  • 👌 Improve warning tracking for automated tests.
  • ➕ Add an Initial callback to Bulk.html.
  • ✅ Don't fail externalauth/auth_config.t tests if Net::LDAP is missing.
  • ✅ Find an idle port for LDAP test server to avoid tests hanging when running
    in parallel mode.
  • ✅ When testing, make sure DevelMode is on to catch compilation errors.
  • ⚠ Avoid uninitialized warnings of empty ticket subjects on Oracle.
  • 0️⃣ In the MessageBox template, default callback, pass $message by reference in
    MessageRef, as the variable name implies. This will break previous use of
    MessageRef as a scalar.
  • ➕ Add support for a NeverNotifyActor argument to Notify actions.

  📚 Documentation

  • 📄 Mention the RT-Attach-Message: yes header in template docs.
  • 🛠 Fix incorrect path in portlet documentation.
  • 📜 In $ParseNewMessageForTicketCcs docs, mention the RT::Action::AutoAddWatchers
    extension.
  • Document queue-level template overrides.
  • ✅ Document using prove and RT_TEST_PARALLEL for tests.
  • ⬆️ Note in UPGRADING that RT::Extension::AdminConditionsAndActions is now in core.
  • ✂ Remove unnecessary AUTHORS sections from docs.
  • 📚 Update rt-static-docs documentation processing to fix broken links.
  • ➕ Add MariaDB support to documentation and rt-setup-fulltext-index.

  Internationalization

  • 🔨 Many changes to refactor sections of RT's internationalization code.

  A complete changelog is available from git by running:
  🌲 git log rt-4.4.2..rt-4.4.3
  or visiting
  rt-4.4.2...rt-4.4.3

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