iAGENT 13 Releasenotes

Improvement

• IAGENT-11029 – Chat edit time on home screen
• IAGENT-12346 – Start Chat with a chat history pulled from Automation Platform
• IAGENT-13271 – Template-Administration: New column in list: Template Usage
• IAGENT-13326 – Textmodules and Template editors: Align Right-to-Left on arabic Language versions of Templtes an Textmodules
• IAGENT-13479 – New setting: Privileged routing and resubmissions even when not ready

  New system settings to ignore the ready status of agents for privileged routing and due resubmissions of mails and chats

Fix

• IAGENT-13505 – java.lang.NoSuchMethodException: com.novomind.ecom.mail.common.AnonymousLocation
• IAGENT-13508 – Template Config: OUTGOING_ACCOUNT dropdown not sorted by account name
• IAGENT-13509 – Unintended Chat History Scroll to Bottom of Scroll Bar While Loading Attachments in Chat History
• IAGENT-13522 – Whitespace in date parameter name using timeframe leads prefilledreport REST API to error
• IAGENT-13535 – Inline-Attachments with blank(s) in filename cannot be inserted correctly in template editor
• IAGENT-13537 – Remove auto-focus from textMail.jsp
• IAGENT-13540 – ReportWizard: Saving reports causes errors
• IAGENT-13541 – Aufruf Chatbot- und Geschäftszeiten-Übersichtsseite
• IAGENT-13556 – NumberFormatException isSecureUrl

New Feature

• IAGENT-13342 – JS BETA API openRecategorizeDialog should also work with outbound calls
• IAGENT-13402 – Direct Incoming Call Backlog

  There is a new backlog for inbound AND outbound calls within the channel section of the supervisor backlog with the name „Call“.
  The main call backlog in the top level still only shows inbound calls.
  Within the outbound section of the backlog, only outbound calls will be listed.

• IAGENT-13408 – Let Chatbot assign Contact on anonymous chats
• IAGENT-13450 – Enable the persistence of OutgoingCall during the FinishEvent even without a preceding DeliveredEvent

  On failed outgoing calls, no delivered event will be triggered any more, but the call will be persisted anyway.

Improvement

• IAGENT-11941 – Adjustments in Agent Performance Inbound Reports (post-processing time)
• IAGENT-12223 – Introduce limit for settings „maximum emails“ on agents automatic routing

  A new limit for the maximum of mails on routing tab of a user is now set per default to 100.
  This limit can be overwritten through the system setting „agent.folder.maxCount“ if needed.

• IAGENT-12921 – Reporting: Add location to pause history teiid view
• IAGENT-12985 – Avoid deleting new and default template

  „New“ and „default“ template must not be deleted any more, because they represent fallback templates for categories that have not defined a specific template.

• IAGENT-13038 – Plain text links pasted into a chat answer should be displayed as pushlinks in Simple Chat Frontend
• IAGENT-13131 – Analytics Agent status: Save last used filters
• IAGENT-13153 – improve automatic analyzer cleaning performance
• IAGENT-13346 – Add „Post-processing“ columns to the Performance Outbound Reports
• IAGENT-13400 – optimize ux & security for hybrid sso/local login

  The login page has been optimized for a shared loging of single sign on and database login.

  ATTENTION:
  Customers who previously allowed users to log in via the database whilst using an SSO login must set the individual setting „sso.db.login.enabled = true „on the relevant user records after an iAGENT Update to version >= 13.11.
  Otherwise, users will no longer be able to log in via the database (security reasons).

• IAGENT-13438 – Add „username“ column to call performance reports
• IAGENT-13470 – Linux: Introduction of the new variable CUSTOM_GLOBAL_JAVA_PARAMETER for customer-specific Java parameters

  The new variable CUSTOM_GLOBAL_JAVA_PARAMETER has been introduced.
  This can contain customer-specific parameters for the IAGENT processes (e.g. a customer-specific TrustStore).
  This variable is added to all installations during updates, provided it does not already exist.

Fix

• IAGENT-13065 – Resubmission date for external inquiry could be deleted by agent contrary to the corresponding routing parameter
• IAGENT-13355 – In rare cases, updating the MailConnector app may cause an incoming account to stop working
• IAGENT-13401 – Shared reports lose grouping function
• IAGENT-13404 – Chrome browser: Tenant selection not possible during attachment upload for long client names
• IAGENT-13415 – CRM Tab shows encrypted contact properties
• IAGENT-13422 – stored xss in mails – missing pointer event handling
• IAGENT-13434 – Java calculations with agent join columns in reports should use Id instead of name
• IAGENT-13437 – TicketStorage entries missing after removing key and setting again
• IAGENT-13448 – Click2Dial creates contact links even for bulk mailing addresses
• IAGENT-13449 – rest api documentation change for prefilled reports
• IAGENT-13460 – Api ContactHandler.getContactListByContactIdentifier result order bugfix
• IAGENT-13474 – Duplication of directly answered tickets (by AI Platform) does not work
• IAGENT-13475 – Shift-select fires one AJAX request per mail instead of batching
• IAGENT-13524 – Darstellungsfehler im PDF-Editor nach Rückwechsel aus Quick-Case / Telefon-Ticket

New Feature

• IAGENT-412 – Contact editing dialogue: Create or change existing contacts and add address data

  The contact dialogue was extended by an editing option. Also new contacts can be created manually.
  The address of the contact can be saved on the contacts directly and new contact options like phone numbers and email addresses can be added and deleted here as well.
  The contact tab on inquiries also shows the address data if it exists.

• IAGENT-10788 – Public API: Set Contact on Issues
• IAGENT-13303 – New column “Call recorded” in the standard report “Outbound calls”

Improvement

• IAGENT-12157 – Consider category’s tenant for contact after recategorization
• IAGENT-13130 – Analytics: Agent status receives location column / filter
• IAGENT-13132 – Analytics Agent Status/Agent Busy Status: Separate „Break Reason“ Privilege from „Agent Details“ Privilege

  The analytics charts „Agent status“ and „Agent busy status“ received a separate privilege for viewing the pause reason of agents within the chart. Before this change, the pause reason was displayed with the privilege „Agent status – Details“ for both diagrams.

• IAGENT-13185 – change category parameter to case insensitive for api /interaction/agent/tabs/new-case
• IAGENT-13306 – Templates: Editing interface – Replace language full names with abbreviations

  The languages within the language dropdown of templates are now ordered by abbreviation. The abbreviation will also be shown beside of the speaking name of the corresponding language – so nobody has to know all language abbreviations.

• IAGENT-13310 – performance optimizations analytics – online times II
• IAGENT-13311 – Show „Transaction code“ in Call General Tab

  The selected transaction code of a call will now be displayed in the general info tab of calls in search and reportings

• IAGENT-13328 – [iAGENT] Same login answer for blocked users with correct / incorrect password
• IAGENT-13337 – Authorizations: Only display latest authorization request

  Only the latest revision of a mail to be authorized is displayed in the authorizations folder of the Desk.
  Older authorization versions of the same mail can still be found within the course tab.

• IAGENT-13365 – Make the maximum storage period of currently 3 days for temporary attachments configurable

  The time, after which the locally uploaded attachments that agents used for mails are being deleted, can now be configured. If this timespan is too short, agents cannot see the attachemnts sent to customers in their sent folder after this time.

Fix

• IAGENT-12492 – Not visible calendar in report selection after report execution
• IAGENT-12778 – Firefox: Display problem with control buttons ‘Save note / Cancel’
• IAGENT-12991 – Simple Chat Frontend – Wrong order of category values
• IAGENT-13075 – Supervisor Chat-Frontend administration: Delete button gives wrong confirmation dialogue text
• IAGENT-13148 – fix for CVE-2024-29881 – modify tinymce config
• IAGENT-13169 – chatbot – remove reentrant lock for duplicate chatbot session creation
• IAGENT-13225 – Online Times report calculates messy times due to broken sql query
• IAGENT-13245 – Wrong highlight color for licence exceeding information on initial supervisor screen
• IAGENT-13283 – file descriptor leak – knowledgebase overview dialog
• IAGENT-13286 – Reporting: Incorrect filtering due to incorrect initialisation of the filters
• IAGENT-13298 – Reporting: Incorrect syntax of query when using the CHATBOT_ENABLED argument with table alias
• IAGENT-13305 – Supervisors delete group membership if they do not have agent/system group rights
• IAGENT-13307 – Disabling „Allow recategorize (into)“ not working as expected for calls
• IAGENT-13308 – Window dimensions in iAGENT-Desk not stored/restored correctly when using SSO login
• IAGENT-13309 – Filters with predefined values can no longer be edited
• IAGENT-13315 – Reporting groupings are occasionally not applied
• IAGENT-13322 – chat messages cut off in reporting view
• IAGENT-13323 – insufÏcient authorization configKnowledgebaseActions.imail
• IAGENT-13324 – insufÏcient authorization knowledgebase download
• IAGENT-13330 – NPE + weitere Fehler bei Änderungen des gleichen Users via public API UserModifier mit mehreren Threads gleichzeitig
• IAGENT-13334 – [iAGENT] TinyMCE 6 Longer Chat History Breaks Page Layout After Refresh
• IAGENT-13339 – Personal is not encoded in MessageWrapper
• IAGENT-13343 – Horizontaler Scrollbalken fehlt bei Zoom im Editor
• IAGENT-13344 – ‚Agenten Call Performance Inbound‘ report incorrectly shows also outgoing calls‘ post-processing time
• IAGENT-13345 – Racecondition Mychat::recatCategories
• IAGENT-13349 – Broken Access Control – create/cloning users
• IAGENT-13350 – DoS negative step-parameter in analytics
• IAGENT-13357 – Broken Access Control – create sub group for not visible groups
• IAGENT-13358 – Clean-Archive Konfigurationsparameter „delete.bulk.size“ funktioniert nicht
• IAGENT-13361 – Broken Access Control – report wizard
• IAGENT-13366 – User enumeration – userConfig.xhtml
• IAGENT-13372 – race condition for report-filter
• IAGENT-13374 – Date picker jumps on input of month or year by spin button
• IAGENT-13376 – Analytics – Agentfilter does not show agents without group
• IAGENT-13379 – No quotation marks are set for table Archive in Custom Reports
• IAGENT-13391 – Reaktivieren oder Duplizieren eines Tickets nicht möglich, wenn nicht RFC822-konform
• IAGENT-13392 – PARENT-VDB file becomes empty on disk-full error during deployment
• IAGENT-13394 – Reporting: Incorrect grouping on main category triggert via REST
• IAGENT-13399 – insufficient input validation category configuration
• IAGENT-13417 – Bevorzugtes Routing nach Vorgang funktioniert nach Prozess-Neustart nicht mehr

New Feature

• IAGENT-7339 – Call API: Differentiate between internal and external calls
• IAGENT-12589 – Chat Bot Interface – send and receive binary attachment data

Improvement

• IAGENT-7600 – Call Model – New Transition from Received to Redirected and back
• IAGENT-12159 – Show E-Mail Tab on new processes in Desk per default (config setting)

  On new processes, the tab „EMAIL“ now will always be displayed by default, but the labels in the header are chaged here to avoid confusion:
  FROM -> Customer
  TO -> Reply Address

• IAGENT-12356 – Mark sending errors of confirmation mails in course of ticket

  If an error occurs on sending a confirmation mail to the client, this will now be visible in the course of the ticket with a red information text.

• IAGENT-13090 – [Messenger] Reduction of domain object refreshes during messenger event processing
• IAGENT-13201 – optimize performance analytics – monitoring – workload (many users)
• IAGENT-13231 – Change the default read timeout of the solr client to 2 minutes
• IAGENT-13238 – New KB function to send chat history with attachments via iAGENT
• IAGENT-13239 – Template-Editor: Script menu for Chat History and Chat Attachments

  The menu „Developer“ on the content editor of templates has been extended by a new menu entry „Standard scripts“. It contains two new sub menu entries:
  – Chat history
  – Chat attachments
  Both entries will insert prepared JS statements into the template which will be evaluted in the moment the template is inserted into a mail.
  Also both entries only work, if the mail using this template has directly been created our of a chat, for example by a chatbot through the knowledgebase actioncode method createAndSendTicket.

• IAGENT-13241 – Private API: Handle new iAGENT Help Response Command „CreateAndSendTicketFromChat“ and „ReceiveTicketFromChat“ in iAGENT Chat
• IAGENT-13252 – Mail response editor UX: Show TO, CC and BCC as buttons and warning box on unconfirmed mail adresses

  TO, CC and BCC are now displayed as buttons in Desk Mail editor. Manually entered addresses can also be confirmed by using the TAB key – then they will optically be transfered into „chips“ and thus will work on sending out the mail.
  Also new: If a mail shall be sent with an unconfirmed entered address (address is not displayed as a chip), a warning appears. The agent has to confirm the address before sending it by using ENTER or Tab behind the entered address first.

• IAGENT-13255 – Update version of default app mail-connector in installer/updater to 3.2
• IAGENT-13260 – OAUTH2 – Using bearer token in header if body variant does not work
• IAGENT-13265 – Improve error handling in Help REST-API
• IAGENT-13267 – [iAGENT] Allow inserting inline base64 encoded images via JS api insertHtml
• IAGENT-13274 – Persist call specific attributes for outbound calls

Fix

• IAGENT-12651 – Template field OUTGOING_ALT does not resolve correctly into multiple addresses
• IAGENT-12817 – NullPointerException BotResponseProcessor
• IAGENT-12967 – Template-Editor: Tag innerhalb eines Links geht kaputt
• IAGENT-13046 – Businesshours: filter function not working properly for categories
• IAGENT-13137 – Template-Editor: Language version „All“ does not work in includes and document stylesheets
• IAGENT-13191 – When responding to external enquiries, appears under note instead of the email address,
• IAGENT-13193 – ‚Nicht angenommen‘ im Home-Tab für Call berücksichtigt nicht alle Anrufe
• IAGENT-13197 – BCC-Email opens EditDialog
• IAGENT-13215 – XSS chatQueue.xhtml
• IAGENT-13221 – fix attachment upload limit message
• IAGENT-13228 – dbconnector memory leak (dbForceAutoReconnectTime)
• IAGENT-13229 – ArrayIndexOutOfBoundsException when using filters in supervisor (e.g. analytics)
• IAGENT-13230 – Sendefehler beim Versand v. Antworten, wenn Datum/Tag Abgerufen != Datum/Tag Eingegangen
• IAGENT-13232 – Wrong formation of E-Mail addresses in the TO column in the Agent
• IAGENT-13233 – Too many parameters for prepared statements should not lead to uncatched Exceptions
• IAGENT-13236 – Längenbegrenzung von 80 Zeichen für direkte Eingabe von Email-Adressen im Agent-Desk-Editor erhöhen
• IAGENT-13240 – The content of templates should not be empty.
• IAGENT-13242 – [iAGENT] Chat agent editor with tinymce 6 is too large cannot be resized after refresh
• IAGENT-13243 – Nullpointer systemConfig.xhtml
• IAGENT-13247 – observer memory leak CallQueueBean/MessageQueueBean
• IAGENT-13249 – KBParameter.setLMRelevantLanguages is not thread safe
• IAGENT-13251 – Editing a custom report with ticket properties leads to runtime error
• IAGENT-13261 – Missing double-click protection on backend operation in iAGENT-Desk (external forward)
• IAGENT-13273 – Call Course: Finish origin of outbound calls are wrong
• IAGENT-13293 – Phrase search in search9 is not working
• IAGENT-13296 – help rest api small bugfixes (doc/3.4 version)

New Feature

• IAGENT-12535 – Support for RFC-6530 Unicode email addresses (mailapi ready part)

Improvement

• IAGENT-5764 – Umgang mit großen Storage Values
• IAGENT-13080 – optimize ThreadPool.getPoolThread(..)
• IAGENT-13115 – update tika 2.4.1 -> 3.2.3
• IAGENT-13133 – Removal of obsolete jai_imageio libraries
• IAGENT-13157 – Add package jdk.internal to the OSGi frameworks boot delegation
• IAGENT-13160 – Expand „agent.tinymce.contextMenu.disabled“ to Memos Editor

  The system parameter agent.tinymce.contextMenu.disabled = true now also controls the context menues in notes (mail and chat). If set to „true“, the browsers native context menu appears on right clicking in the text boxes instead of the iAGENT native ones. This enables the user to use a browser specific addon e.g. for knowledge tools.

• IAGENT-13161 – Expand „agent.spellchecking.enableBrowserFeature“ to Memos Editor

  The system parameter agent.spellchecking.enableBrowserFeature = true now also controls the spell checking behaviour in notes (mail and chat). If set to „true“, the browsers spellchecking will be used. Also the text highlighting comes from the browsers spellchecking. If set to false, the text highlighting and spellchecking comes from the iAGENT integrated tool.

• IAGENT-13200 – optimize performance analytics – monitoring – overview (many groups/users)

Fix

• IAGENT-12742 – Auto-Answer attaches original attachments to the reply
• IAGENT-13073 – Autocomplete for email addresses does not search by name if multiple addresses are allowed
• IAGENT-13082 – Chat Duration per Category/Agent report shows wrong Fully Completed Waiting Time
• IAGENT-13083 – Indexing of emails fails if words longer than 32766 characters are created when parsing attachments.
• IAGENT-13085 – PDF-Template wird nicht mitversendet bei Ticketgenerierung/antwort per API /mails Endpunkt
• IAGENT-13087 – Failed to build string representation of *ChatSession
• IAGENT-13089 – sending mails with OutgoingMessageHandler are not deleted from MAILQUEUE
• IAGENT-13093 – Bold formatting from text modules is no longer inserted correctly.
• IAGENT-13100 – Agents without an assigned location won’t be counted on Analytics overview
• IAGENT-13110 – Custom Boolean properties are displayed incorrect in user overview if sv user uses a language != english
• IAGENT-13113 – Reporting (pre)view should be able to handle more than 127 columns
• IAGENT-13127 – No Undo available after inserting textmodules
• IAGENT-13144 – users with control characters in name are not able to upload attachments
• IAGENT-13151 – Autoplay-Policy Initialization during iAGENT Desk Login does not work with SSO
• IAGENT-13155 – increase maxParameterCount to old default of 10000 instead of 1000
• IAGENT-13166 – Custom Reports with inner selects cannot set join to agent selection correctly
• IAGENT-13170 – /iMail/api/rest/accounts/ liefert falschen Wert für outgoing_errorCount
• IAGENT-13173 – filtering users on userConfigOverview.xhtml bugfix
• IAGENT-13174 – agent login failed with quotes in username (xss)
• IAGENT-13178 – Download und erneuter Upload v. Attachments m. Timestamps führt zu Fehlern
• IAGENT-13183 – Replace STRONG, S and U Tags in HTML in Template-Editor with SPAN’s
• IAGENT-13184 – Backlog: Remove paper clip symbol for inline attachments
• IAGENT-13188 – Desk Editor: Remove spaces when entering multiple email addresses
• IAGENT-13189 – agent.attachments.maxCount is being ignored
• IAGENT-13202 – Report Completed Mails ignores result entries with agent = unassigned
• IAGENT-13206 – Spellcheck word correction context menu not working if agent.tinymce.contextMenu.disabled=true
• IAGENT-13209 – Enter key in chat editor causes line feed when chat.slave.sendWithEnter=true

New Feature

• IAGENT-12044 – Public API: Chats API shall deliver the messenger-incoming account
• IAGENT-13033 – CallInfoTabProvider auch im Agent-Desk in Call-Detail-Ansicht anzeigen

Improvement

• IAGENT-1221 – Open logfile on clicking yellow traffic lights in incoming account list

  A click on the traffic lights within the incoming accounts list now opens the incoming logfile of the specific account.

• IAGENT-11502 – Define threshold for yellow service level tenant-specific
• IAGENT-12620 – Report Completion Rate: Add Agent Filter
• IAGENT-12888 – add iAGENT Help response timeout configuration

  The response timeout for iAGENT Help can now be configured via iAGENT Help Admin application. The default timeout remains 30 seconds.
  Requests that take longer to process (e.g., web service calls, etc.) are responded to with a 500 error.

• IAGENT-12936 – [iAGENT] Lazy load chats for a messenger dialog to improve performance of messenger connector
• IAGENT-12953 – Also offer custom, incoming and all other logfiles for download in supervisor

  The two tabs “Download Log File” and “Show Log File” in „Administration>System>Logging“ have been consolidated into the new tab “Log Files.” Below the dropdown menu, there are now two buttons: “Show Log File” and “Download Log File.”
  The dropdown menu has been expanded to include all files with the file extensions “.log,” “.txt,” or “.out” from the “tomcat/logs” directory.
  If available and readable, the log files from the core process log directory (mail/logs) are also displayed.
  A filter (contains) has been added to the dropdown menu.

• IAGENT-12982 – Auto-Refresh der MailConnector-Protokolle im Supervisor
• IAGENT-12987 – Performance tracking of Script-Executions within KB, templates and textmodules

  The following information is now also displayed in the SV under Administration->System->Status->API STATISTICS:
  * Javascript in KB action code (function “java(…)”)
  * Javascript in templates (tags and )
  * Javascript in text modules (tag [JS])

• IAGENT-13001 – [iAGENT msg] Ignore status events for unknown messages
• IAGENT-13004 – Reintroduce cleanup function (brush toolbar icon) for new Desk Editor (TinyMCE V.6)

  Copying and pasting HTML from external sources (Open Office) can cause discrepancies between the HTML source code (according to the source code editor) and the HTML (DOM) displayed in the editor.
  Such errors can be corrected by manually cleaning up the code. This functionality is represented by the brush icon in the desk editor toolbar again (as it was in iAGENT versions < 13.3)

• IAGENT-13013 – Warning when core process runs without connection to routing process

  The traffic lights within the processes list of „Administration>System>Status“ now turns red if the connection from the routing to the core process vanished unexpectedly. On configuration issues, like wrong hostname in system parameters, an exclamation mark sign is shown beside the status chip.

Fix

• IAGENT-12581 – Not possible to add Textmodule if Main group is not selected and de-selected before
• IAGENT-12601 – If you try to add a new location with same name and UID you get a runtime error
• IAGENT-12777 – Incorrect filtering mechanism at service level
• IAGENT-12818 – java.lang.IllegalStateException BotResponseHandler
• IAGENT-12882 – Wrongful deletion behaviour in the outbox
• IAGENT-12887 – ArrayIndexOutOfBoundsException TextmoduleOverview
• IAGENT-12889 – chatbot – prevent looped METADATA/MESSENGERMETADATA request processing
• IAGENT-12897 – chatbot – prevent parallel message processing
• IAGENT-12899 – NullPointerException while deleting Textmodulegroups
• IAGENT-12907 – Online Times Report does not take into account ongoing (night) shifts
• IAGENT-12912 – Texmodule: Move button is enabled for root
• IAGENT-12929 – Translation for transaction code name not available in Supervisor
• IAGENT-12964 – ExternalAuth – Resume from pause does not use db fallback
• IAGENT-12971 – No horizontal scroll bar in the Agent Desk Editor when zooming
• IAGENT-12972 – Remove STRONG, S and U Tags from HTML to be inserted
• IAGENT-12977 – Desk: Contact details view cannot be opened
• IAGENT-12988 – Custom Reports with hard coded agent and category filters shouldn’t be behandled by selection mechanism
• IAGENT-12993 – Multiple removal of transactioncodes is not saved
• IAGENT-13003 – Unauthorised visibility of agents in reports
• IAGENT-13007 – Call Reports with only unassigned category filtering do cause db error
• IAGENT-13010 – Incorrect contact assignment if both contact with and without client found
• IAGENT-13011 – missing username tooltip in agent
• IAGENT-13018 – Some email addresses are not shown in the view of the incoming mail
• IAGENT-13028 – [Messenger] Correct contact sync during messenger message processing
• IAGENT-13050 – [iAGENT] Chat steps may be sent multiple times if the timing is unfortunate

New Feature

• IAGENT-12792 – Allow to disable tinymce context menu and show native context menu

  The system parameter „agent.tinymce.contextMenu.disabled = true“ (default = false) configures whether the tinyMCE specific context menu appears within the desk response editor (false, default) or the browser specific one (true, has to be set in system parameters or on the users individual settings). The browser specific one has to be used e.g. in case a dictoary plugin of the browser has to be used.

Improvement

• IAGENT-11641 – Option to show / hide additional configurable property in desk backlog for users individually

  The system offers custom colums in all backlogs. This way, custom attributes from chats and mails can be displayed within the backlogs in supervisor and desk. The configuration is considered on every user.
  With this change, the custom columns can be hidden for users individually. There is a new user interface configuration option within the user record and the system settings.

• IAGENT-12330 – Public API: New event listener for manual process association for mails
• IAGENT-12583 – Simple Chat Frontend – config option to hide additional info steps
• IAGENT-12584 – Simple Chat Frontend – config option to use custom css

  In chat frontends that are configured within the supervisor „chat-frontends“ a custom stylesheet can now be used. Please keep in mind that these stylesheets will not be changed on iAGENT updates in the future. If you use a custom stylesheet, be sure to check it after every iAGENT update! The style class names could have been changed without further notification!

• IAGENT-12771 – support filename in Content-Disposition header for mail attachment downloads
• IAGENT-12772 – Document Stylesheets: Add font color option

  The font color can now be set on document stylesheet templates to be used on all templates that use this document stylesheet template.

• IAGENT-12853 – Internal forwarding of emails to agents even if agent is not ready for MAIL channel

  Internal forwards on explicit agents with due date will be routed to agents even if they are online but not ready for channel mail or their corresponding group ready status is not ready.

Fix

• IAGENT-808 – Some status icons are incorrect in search
• IAGENT-1624 – Mail-Info Bereich bleibt nach Rekategorisierung im neuen SV stehen
• IAGENT-9914 – Reporting: Agent per Day Report broken due to Java code based aggregations of agent actions
• IAGENT-11341 – Analytics Verfügbarkeitszeiten für „alle“ Mandanten falsch bei Mandanten-Anmeldung
• IAGENT-12272 – Composer – variable is filled but loses the value right after during classification
• IAGENT-12273 – Composer – external language detection does not work during classify mail
• IAGENT-12348 – Analytics: deleted agents should not be displayed if no privilege is specified
• IAGENT-12368 – Analytics: Wrong Total-Time on Onlinetimes an Transaction quota Reports
• IAGENT-12403 – supervisor user administration – clone user disables buttons
• IAGENT-12653 – Visibility of the ‘Send and Complete’ button
• IAGENT-12662 – Some falsy parameter cleaning in custom reports with active selection mechanism
• IAGENT-12664 – disabling adding words to spellcheck ui fix
• IAGENT-12691 – category list in text module configuration can contain outdated entries
• IAGENT-12694 – Businesshour: Sorting of the order of timeslots influences saving
• IAGENT-12697 – NPE in Agent Call Performance Inbound Report when selection.enabled is false
• IAGENT-12702 – Search results differ for deleted categories
• IAGENT-12703 – Empty line with only tm selection tag does not display an extra line in the editor
• IAGENT-12708 – fix sorting by total in system-status-queues table
• IAGENT-12713 – AutoUpdate for SMTP dispatch aborts when attempts are made to migrate old accounts
• IAGENT-12714 – After recategorising emails cannot be send
• IAGENT-12728 – Error during multi-select completion in SV: Duplicate key – attempted merging values MyMimeMessage
• IAGENT-12731 – SSO – Invalidating old sessions must not be done on requests with valid session
• IAGENT-12738 – Transaction codes for emails are not persisted
• IAGENT-12742 – Auto-Answer attaches original attachments to the reply
• IAGENT-12747 – Content type of uploaded images is faulty and leads to problems when attaching the image
• IAGENT-12752 – Setting ticket properties of type ENCRYPTED_STRING via REST API does not work correctly
• IAGENT-12753 – Online times details view does not consider login-date before selected timeframe
• IAGENT-12769 – label faq filtering for help rest api return invalid results
• IAGENT-12775 – Call backlog no longer accessible after changing column sorting
• IAGENT-12780 – Export button within the search is not enabled
• IAGENT-12784 – fix modules kb detection in composer
• IAGENT-12786 – Deliver manually retrieved follow-ups even if agent is not ready (for group)
• IAGENT-12816 – Inline comment function in Agent Desk malfunctions when comment is within TM_TYPE tags
• IAGENT-12823 – Optimize loop termination condition for mail polling
• IAGENT-12829 – NPE in Search Process when searching a mail via REST API
• IAGENT-12833 – Errors after time reset – OutOfMemory and other problems
• IAGENT-12834 – After manually stopping routing, the SV no longer works
• IAGENT-12843 – Chat Duration per Category/Agent report doesn’t show chats without chat activities
• IAGENT-12847 – Error during synchronous, 2-step mail processing via API in connection with Automation Platform

New Feature

• IAGENT-9683 – Reports – allow grouping on main category in Reports „Completion Rate“ and „Received“

  Reports „Completion Rate“ and „Received“ can now be grouped by main categories

• IAGENT-12204 – Trigger subsequent bot chat after finishing an agent chat

  In the Messenger account, you can now configure whether the stored ChatBot should be triggered for incoming chats and/or only after a chat has been completed by the agent. Furthermore, you can specify the category for the subsequent chat in which the chat should be started.
  A new Event SUBSEQUENTCHAT exists in the knowledgebase that will be triggered on the beginning of such subsequent chats. This event could trigger a subsequent customer survey or just end the chat.
  This event receives some parameters:
  * previousChatId = the previous ID of the chat that triggered the subsequent chat
  * previousChatCategoryId = the category of the previous chat
  * previousCategoryName
  * agentId = the ID of the agent who completed the previous chat
  * agentName
  * transactioncodeId = the completion code of the previous chat
  * transactioncodeName
  The subsequent chat will be connected to the previous chat with the issue relation type „subsequentchat“

Improvement

• IAGENT-11866 – Option on Categories: Consider mail inbox limit on global resubmissions

  A new configuration option on the system settings, as well as on the tenant and category configuration can define that the agent’s inbox limit will be considered on due global resubmissions. So only agents that have a free mail channel will receive the due resubmissions.

• IAGENT-12014 – Additional custom column in Chat Backlog

  Through the supervisor system configuration, an additional custom column can be added to the chat backlog in Supervisor and Desk.

• IAGENT-12193 – Append Contact in Chat Public API + Contact Identifyer used for specific (WhatsApp) Chat
• IAGENT-12457 – forward capacity to chat bot
• IAGENT-12466 – iAGENT Help REST API: Date of activating current knowledgebaste
• IAGENT-12523 – Clear saved search parameters immediately after clicking „Reset“ button

  Using the reset button on detail searches of supervisor and desk now erases all set search parameters immediately – not only after executing one search with reset parameters.

• IAGENT-12524 – Advanced-Search: New option to search for Call Storage (attributes/properties)

  A new option within the supervisors system configuration now offers to define call attributes to be used as search parameters within the detail search of supervisor and desk.

• IAGENT-12525 – Efficiency report: Add grouping option for received date

  In both efficiency reports (based on agents or not) a grouping option for received date is now available

• IAGENT-12540 – Search Client Threads does not prevent clean shutdown

  When shutting down the routin process not all threads can be terminated and therefore only hard kill is successful. This leads to a longer shutdwon/restart time. The timeouts for killing the process used by the wrapper (window) or scripts (linux) will be used.
  This effect is caused by threads started by the search client.
  The shutdown now is not slowed down by threads started by the search client any more.

• IAGENT-12640 – (B)CC Addresses: Remove entries without using the mouse

  E-Mail addresses in CC and BCC fields can now be removed by navigating with the arrow keys and hitting backspace or the delete key – without having to use the mouse.

• IAGENT-12658 – Optionale asynchrone Ausführung der CallRecategorizeOperation
• IAGENT-12704 – The table context toolbar in the HTML editor should be able to be disabled.

Fix

• IAGENT-11800 – Category can be changed via the search mask despite contradictory settings
• IAGENT-11856 – selection of multiple mails (Shift-Key) not avaiable in advanced search
• IAGENT-11972 – Delivery errors are not visible via external forwarding / queries
• IAGENT-11986 – Reporting: Not installed plugins leading to false positive exceptions in log
• IAGENT-12192 – Cleaning of parameters in Transaction Code Report before selection is processed
• IAGENT-12344 – Text module preview does not display nested TM_Types correctly
• IAGENT-12409 – Reminder for external inquiries does not work
• IAGENT-12435 – Reporting: endless spinning with „the export takes up to x minutes“
• IAGENT-12510 – Incorrect colour representation for service level ratio
• IAGENT-12512 – [Messenger] HTML Formatting Regressions For Messenger Chats Since TinyMCE Update
• IAGENT-12533 – Saving text modules with too long shortcut names throws exceptions
• IAGENT-12539 – In seltenen Fällen beginnt der Quick-Case-ID-Zähler während einer laufenden Session wieder bei -101
• IAGENT-12543 – Notes: Remove font attributes from HTML to be inserted
• IAGENT-12551 – Runtime error if you try to save a search initiated by the global search bar
• IAGENT-12552 – NPE after shift select within search results and wrong background color
• IAGENT-12555 – Call Search: Selected Box & Actions not correkt
• IAGENT-12558 – No data row selection and therefore no drill down possible in reporting
• IAGENT-12559 – LDAP/UsernamePassword authentication does not apply fallback to db configuration for agents
• IAGENT-12562 – Regex email validation in frontend does not allow valid addresses
• IAGENT-12597 – Mandatory field (TM Type 9) in TextModules does not work if content is styled bold
• IAGENT-12600 – public API CallActivityAssignedD liefert falschen User
• IAGENT-12623 – Dialog „Wollen Sie die Änderungen verwerfen“ bei Selektionswechsel obwohl nichts geändert
• IAGENT-12652 – Processing error due to character ‘|’ in the display name of the email address
• IAGENT-12659 – add support for non standard encodings to search process
• IAGENT-12663 – prevent js error in agent close dialog
• IAGENT-12668 – remove solr rest api from novomind rest api doc
• IAGENT-12676 – restore V12 regex matching for unicode chars

New Feature

• IAGENT-1912 – Unterstützung von IDN Domain (RFC 3490 / RFC 5891)
• IAGENT-9019 – Support for RFC-6530 Unicode email addresses (local part)
• IAGENT-11959 – New JS API for create and edit new processes
• IAGENT-12385 – Call API to persist transcript of calls
• IAGENT-12437 – Persist Participation ID in Call Activity
• IAGENT-12438 – Public API to get Call Activities

Improvement

• IAGENT-11497 – Add Login-Information to Home Screen in Desk

  iAGENT Desk Home-Screen: The „Break“ box has been renamed to „Session“. It now also shows the complete logged in time of the agent beside of his break time.

• IAGENT-11931 – improve supervisor login speed
• IAGENT-11944 – [Messenger] Parallelize processing of incoming messaging events
• IAGENT-12013 – Additional custom column in Mail Backlog

  With iAGENT Version 13.4, two individual columns can be configured to be shown in the supervisor and desk backlogs.

• IAGENT-12164 – New tenant specific configuration: Show BCC on Desk editor

  The setting to „always show BCC in iAGENT Desk Editor“ is now also possible to be configured per tenant

• IAGENT-12270 – Quick-Case: Only create a new contact once the process has been created
• IAGENT-12407 – Shutdown delay warning + write information to log file

Fix

• IAGENT-11988 – agent home stats performance
• IAGENT-12077 – current service level charts mismatch drilldown
• IAGENT-12081 – Delete button is not active for text modules
• IAGENT-12254 – Missing Columns in Chat Duration per Category (and Agent) reports
• IAGENT-12325 – optimize CHAT view performance
• IAGENT-12337 – Awkward display of App Config in iAgent13
• IAGENT-12339 – agent.newProcess.quickCase.createAndSend has no effect when recategorising
• IAGENT-12369 – TemplateEditor: Duplicate entry of DATE tag inside placeholder list
• IAGENT-12371 – Desk: Shortcut [CTRL]+[U] for maximizing does not work reliably in the mail-info area
• IAGENT-12373 – Desk: After using the forwarding dialog, the account cannot be determined in some cases
• IAGENT-12381 – Unclickable Areas in Agent Inbox
• IAGENT-12401 – Public API – Chat – Contexts are not all injected.
• IAGENT-12406 – fixed error handling for deleting active users in user overview
• IAGENT-12408 – Agent Performance Report: „Total login time“ should contain „not ready for call“ time while active call and post processing
• IAGENT-12414 – Inline attachments are missing when sending
• IAGENT-12422 – Search9 – attachment analysing not working
• IAGENT-12425 – Search – attachment contens can’t be searched after updating a backlog document
• IAGENT-12464 – HTML Memos: Add memo -> editor is not focussed + CTRL-S and Escape do not work
• IAGENT-12476 – Bulk edit of user properties results in Runtime error
• IAGENT-12478 – reduce i/o load von js script engine
• IAGENT-12487 – NPE when a foreign favourite search is performed
• IAGENT-12495 – chat rest api frontend – text/html content type for mjs files
• IAGENT-12499 – Servicelevel filters in the backlog display incorrect percentage values
• IAGENT-12511 – multiple xss in agent jsp
• IAGENT-12513 – update tika version to 3.2.2 for search9 CVE-2025-54988
• IAGENT-12515 – The customer e-mail address cannot be selected on tickets created out of chats
• IAGENT-12516 – Chats: Click on Contact tab raises 500 server error
• IAGENT-12527 – Textmodules: Split-save-button should not be displayed if editing rights are not set.

New Feature

• IAGENT-10689 – Help – action code functions to influence iAGENT mail / chat processing
• IAGENT-12009 – Attachments in Notes (Chat)

  The notes in chats and mails now resist of html code and thus can be formatted and also can contain inline images / outlined attachments.
  There is also a new filter drop-down menu on the Notes tab, which can be used to select whether all notes for the entire process or only those for the current ticket should be displayed.

• IAGENT-12010 – Public API for Notes

Improvement

• IAGENT-11445 – Attachments in Notes (Mail)

  The notes within mails can now be edited through a new editor interface which allows formatting text and using inline / outline attachments.
  There is also a new filter drop-down menu on the Notes tab, which can be used to select whether all notes for the entire process or only those for the current ticket should be displayed.

• IAGENT-12103 – Optimize V13 Themes – RTL

  Some fixes for „right to left“ languages

• IAGENT-12290 – remove handling of special chars in rule and context names of faq endpoint
• IAGENT-12316 – add query parameter encoding support for help rest client
• IAGENT-12349 – Protection against multiple sending of similar error emails

Fix

• IAGENT-10424 – Search – Calls which have not been enqueued are only visible if tenant filter is set
• IAGENT-10967 – Category Filter does not include null value when empty
• IAGENT-11753 – agent menu not closing automatically
• IAGENT-12209 – (DOM) XSS iAgent in Tooltip-Component
• IAGENT-12234 – Send button in desk not visible when sending intermediate replies is allowed via public API
• IAGENT-12236 – Analytics: Error with ‘Unassigned’ in the filter for parent categories
• IAGENT-12247 – Join operations does not create issue chains
• IAGENT-12255 – skip app update domain cache client events
• IAGENT-12256 – Call recategorisation incorrectly triggers an AgentTicketRecategorizeAction
• IAGENT-12266 – Automatic update step to cleanup chained issues
• IAGENT-12274 – „Online times“ Report should not use goups’s availability changes for calculation
• IAGENT-12275 – channel support for events in bot processor
• IAGENT-12276 – NullPointerException when sending an audio file in a chat
• IAGENT-12292 – Persistent Self XSS iAgent in submenu component
• IAGENT-12299 – LDAP – Fallbackserver for a specific domain are used if the thrown exception is not of type NamingSecurityException
• IAGENT-12300 – Switch to dynamically generated MailinfoTab not possible
• IAGENT-12312 – Tag doesn’t work in Body/Subject via REST-API
• IAGENT-12325 – optimize CHAT view performance
• IAGENT-12340 – [Messenger] Improve mail address and link html transformation
• IAGENT-12350 – When changing the resubmission date, the user is also changed.
• IAGENT-12374 – On Windows systems, wrapper.jar is not copied to the Tomcat/lib directory during the update.
• IAGENT-12408 – Agent Performance Report: „Total login time“ should contain „not ready for call“ time while active call and post processing

New Feature

• IAGENT-12108 – add help support for noinput events

  It is now possible to execute the NOINPUT Event of the knowledgebase when the customer did not reply to a question within the IVR call flow in a time. This is possible with the REST API Version 3.4 of iAGENT Help

Improvement

• IAGENT-11831 – New UI language: Serbian
• IAGENT-12190 – Consolidated CleanArchive logging

  The log level of data deletion processes now can be influenced by setting the system parameter log.level.routing.cleanarchive

• IAGENT-12203 – CleanArchive – Complex statement for getting non deletable mail ids simplified by using multiple statements

  This change prevents the data deletion causing a statement with a long runtime, that may lead to problems on systems with a huge amount of tickets.

• IAGENT-12210 – Remove grey channel state icons

  The Channel ready symbols appeared grey instead of green in some cases. Now they are green all the time when set to „ready“.

Fix

• IAGENT-9402 – CleanArchive – recursively delete processes fails with large batches
• IAGENT-11710 – Detailed view from the Journey not possible
• IAGENT-11780 – Desk: Calling via the ‘Call’ button does not work
• IAGENT-11833 – optimize validation of ooxml files for file upload
• IAGENT-12056 – Agent should stay in post-processing after declining/not answering the forwarded call
• IAGENT-12080 – Transactioncode assignment via category menu cannot always be deleted
• IAGENT-12098 – Incorrectly setting quotation marks around the table alias causes an error in Custom Reports
• IAGENT-12106 – ChatActionValidator with dialog does not work
• IAGENT-12112 – Desk: Work break reason dialog can’t be filtered and filterbox can’t be deleted with backspace
• IAGENT-12118 – Webm video files in matroska or ogg container are no longer recognized as invalid file uploads
• IAGENT-12143 – Paste function in text module editor does not work properly
• IAGENT-12151 – Image viewer does not display TIFF attachments in Agent Desk Editor
• IAGENT-12155 – Chat Rating Report shows multiple entries if a chat was handled by more than one agent
• IAGENT-12166 – Service level for calls not working via Call API
• IAGENT-12189 – Mail course deletion may fail for mails contained in processes
• IAGENT-12198 – xss supervisor jsp showSearchMails.imail
• IAGENT-12231 – search process handling of hanging contact queries
• IAGENT-12237 – [iAGENT] NPE in LoggerFactory when creating Messenger Raw Message Beans
• IAGENT-12408 – Agent Performance Report: „Total login time“ should contain „not ready for call“ time while active call and post processing

New Feature

• IAGENT-12032 – Option to hide the „login with device id“ checkbox in login screen

  In case the login on iAGENT will be automated through SSO, no login screen appears to the user. But in case that the call channel was activiated in iAGENT, the login appeared to enter the device ID.
  This can now be suppressed and automated through configuring one device ID on the user and setting the individual setting agent.fixedDeviceID=auto.

Improvement

• IAGENT-3851 – Outbound Calls in Search

  Outbound calls can now be found through the advanced search

• IAGENT-11927 – Log activation of accounts

  Activation and deactivation of one of the following records will be logged into the changes.log logfile:
  * Incoming accounts
  * Messenger incoming accounts
  * External routing plugins
  * Phone system plugins

• IAGENT-11951 – Change the tooltips in the Call „Agent Performance Report“
• IAGENT-11977 – Prevent routing start/execution of automatic updates with DB version < 12.43
• IAGENT-12002 – Update of QUEUED_CALL.RECV_DURING_BSN_HRS when call is recategorized
• IAGENT-12035 – LDAP Authentication – Optimized group member check implemented

  For LDAP authentication once a dedicated search user was needed to check whether the login user was associated to a group or not. Now another method was implemented which doesn’t need a specific search user. The old method is still there as a fallback – so nothing will change on existing systems.

• IAGENT-12067 – iAGENT Desk: Automatic refresh of „AgentFolder“ List after changes made by agent

  When an agent changes content of a mail, his backlog list was not refreshed accordingly.

• IAGENT-12093 – Agent Performance Inbound Report: Change tooltip for the „Total in status available“ column
• IAGENT-12101 – Desk: Save window dimensions in the quickcase for each user independently of the personal inbox

Fix

• IAGENT-10501 – Journey – Bundling properties view missing in quick case and phone ticket
• IAGENT-10645 – Correction of column name „Hanged Up“ in call reports
• IAGENT-11660 – text mail part is prefered for categorizing multipart/related mails (composer/core)
• IAGENT-11936 – analytics – historical service level solr error
• IAGENT-11968 – Wrong Error Message if JS BETA API opens the transactioncode dialog twice
• IAGENT-11984 – App plugins are not removed if an app is not supported (max version)
• IAGENT-11991 – Transaction Code is not set although automatic close is active
• IAGENT-11993 – JS API in chat agent doesn’t work anymore
• IAGENT-11994 – SSO Login not possible with cookie handling in lax mode
• IAGENT-12000 – Call is routed to an agent when unlimited post processing is requested
• IAGENT-12003 – The standard SMTP port is not taken into account when migrating legacy mail protocols.
• IAGENT-12006 – Error when inserting in ISSUE_RELATION for voicebot call
• IAGENT-12008 – Chat – WebRTC messages can cause NPE and consume Worker Threads
• IAGENT-12011 – Switch to the new search will take place before indexing is completed.
• IAGENT-12019 – Prioritized routing ignored individual agent’s group availability
• IAGENT-12033 – header x-chatmetadata for bot processor provides holiday status that reflects only custom holidays
• IAGENT-12034 – NullPointerException in RoutingTagOperationBuilder für Auto()
• IAGENT-12036 – iAGENT Prometheus SystemMetrics GC and Logback metrics don’t work
• IAGENT-12070 – Custom Reports using DB throw malformedSQL errors when restriction+selection enabled
• IAGENT-12079 – Changes to incoming bindings are not saved in the event of a TemporaryMessagingException.
• IAGENT-12083 – Inline attachment removed in the editor is still sent
• IAGENT-12085 – Agent filter used in custom reports with completed mails built by wizard are not correctly cleaned
• IAGENT-12090 – The intermediatereply template cannot be set in the category mask
• IAGENT-12095 – KB-Function „get“ entschlüsselt keine encrypted Strings für neue Property-Keys
• IAGENT-12097 – failed to clone templates with long names
• IAGENT-12408 – Agent Performance Report: „Total login time“ should contain „not ready for call“ time while active call and post processing

New Feature

• IAGENT-10000 – Expected Wait Time, queue position, count of available agents, AHT in call backlog

  A new column in the call backlog „expected waiting time“ is introduced. It has a tooltip displaying the waiting position and the amount of available agents. If no agent is available, a warning icon will be displayed instead.

• IAGENT-10937 – Reporting: Duration of recategorized chats

  Every recategorization of chats will be protocolized in the database with the original and the new category. Thus, the chat reports now can display the real edit times for each category.

• IAGENT-11524 – Public API: Extensionpoint shall be able to force clearance on sending mails
• IAGENT-11545 – New novomind style theme
• IAGENT-11635 – Search9 – Optimise the maximum number of threads/DB connections

Improvement

• IAGENT-1981 – Remove legacy channel for „WhatsApp“ (pre messaging API) from iAGENT product
• IAGENT-2213 – Remove Legacy Help REST API Versions V1 and V2
• IAGENT-5245 – Update to Primefaces 15

  The prime faces version has been upgraded.
  Due to technical restrictions, all user individual view settings are not compatible any more. So the users have to set the desired list columns in the Supervisor and sizes of the window areas in the iAGENT Desk again with iAGENT version 13.

• IAGENT-5987 – Optimisation/redesign of public API for external modal dialogue when sending/completing
• IAGENT-6234 – Remove private API Extension-Point „MailInfoContentProvider“
• IAGENT-6235 – Remove Info-Tab from Mail-Info-Area
• IAGENT-6657 – public beta JS-API change: toolbar.addTab
• IAGENT-6738 – Removal of SMTP sending from iAGENT (standard)
• IAGENT-6778 – Public API: Remove deprecated chat event listeners
• IAGENT-7036 – [JAVASCRIPT] Tags will be executed on server side
• IAGENT-7198 – public API Change: AgentDeviceLoginRequest.getDeviceId() Optional
• IAGENT-8043 – Rename public API „isCTIRoutingEnabled“ to „isExternalRoutingEnabled“
• IAGENT-8056 – Remove Globals.attachmentPath
• IAGENT-8117 – public API Redesign: Rename AgentCallQuickCase -> AgentPhoneTicket
• IAGENT-8267 – [Messenger] Asynchronous confirmation of status messages
• IAGENT-11296 – WCAG: Check alternative Texts on used Images in iAGENT Desk
• IAGENT-11298 – WCAG: Optimize Tab order in iAGENT Desk
• IAGENT-11299 – WCAG: Check important keyboard shortcuts in iAGENT Desk
• IAGENT-11300 – WCAG: Individual Zooming of iAGENT Desk areas

  Each iAGENT Desk area like the folder tree, the inbox list, the mail info tabs and the editor can be zoomed in or out through new icons individually

• IAGENT-11314 – v13 – override jsf default caching / howto prevent sessionViewExpiredException
• IAGENT-11504 – add caching options for reporting
• IAGENT-11525 – Public API: Add option to set the clearance authority for users
• IAGENT-11547 – Add Agent filter ability in break history report generator view

  The column AGENT-ID has been replaced with AGENT_ID within the report generator view „Break History“.
  This means that all custom reports, created through this generator view, have to be corrected after the update to iAGENT v13. It is sufficient to replace the column name in the generated SQL and within the column name in the table, if existing.

• IAGENT-11600 – public (Call) API: Remove deprecations
• IAGENT-11606 – New installer option: All but claim
• IAGENT-11631 – KBActionInput.getTicketStorage() liefert ein Storage statt IntermediateStorage
• IAGENT-11644 – Public API: Storagehandler for Chat and Call
• IAGENT-11676 – Desk – Increase limit for custom links to 20
• IAGENT-11713 – Remove deprecated public API
• IAGENT-11720 – Update Saml SSO Login to latest version
• IAGENT-11735 – Display QueuedCallDeliveryFailedEvents with Cause=FAILED as CTI errors
• IAGENT-11748 – Logging in the reporting process
• IAGENT-11811 – Call Backlog – take tenant into account for visibility before assigning a category

  Even calls without a category association (still in the voicebot or IVR) will be displayed to supervisors in the backlog, as long as the inbound phone system plugin has a single tenant association which matches the supervisors tenant.

• IAGENT-11820 – External Authentication handling improved
• IAGENT-11824 – SSO – Saml Authentication validate request/response ID
• IAGENT-11854 – SAML Authentification included in default iAGENT
• IAGENT-11914 – External Authentication add used hosts to csrfreferrer filter
• IAGENT-11928 – iAGENT Prometheus v3 compatibility

Fix

• IAGENT-5293 – Change public API – User.getLocation() to optional
• IAGENT-6366 – [Public API] MessageConnectorPlugin does not process letters
• IAGENT-6519 – Public API text module cannot be created without user
• IAGENT-9867 – Reporting: falsy calculation for edit_time_bt in completed_mails view
• IAGENT-11114 – [Messenger] Multiple Active Messenger Connector Instances
• IAGENT-11160 – Call Reporting: Adjustments to the AHT calculation
• IAGENT-11538 – failed to update or add users after adding users with trailing whitespaces in username
• IAGENT-11556 – Custom(number) property column in the desk is displayed inconsistently
• IAGENT-11559 – Delivery errors run into an ArrayIndexOutOfBoundsException and are no longer recognised by the supervisor
• IAGENT-11598 – Entering the (custom NUMBER)property via the CRM tab leads to incorrect data type
• IAGENT-11618 – Category selection is missing in Where clause of the Fully Completed Chat report
• IAGENT-11623 – Nullpointer exception kb function jsonArray
• IAGENT-11637 – chat bot error handling – kb errors for one session impacts other sessions
• IAGENT-11639 – Risk of OutOfMemoryException in SOLR process with Postgres
• IAGENT-11640 – Default templates (e.g. confirmation) cannot be assigned in the category mask and saving the category is prevented.
• IAGENT-11646 – java.lang.ArrayIndexOutOfBoundsException: Help action execution
• IAGENT-11671 – database access in analyzer is blocking postgresql connections
• IAGENT-11672 – Note to resubmit is not highlighted in the Notes tab
• IAGENT-11704 – No refresh for public API when moving agent groups to other system groups
• IAGENT-11716 – register new agents in analyzer will prevent user login
• IAGENT-11721 – not closed db iterators in MonitorOverviewController prevent supervisor login
• IAGENT-11732 – Retrieving messages from ZipArchive can lead to OutOfMemory exception
• IAGENT-11733 – XSS in drilldown of faq ratings in analyzer
• IAGENT-11755 – font verdana is not usable in template editor
• IAGENT-11762 – Use of the ‘X-iMailPdfTemplate’ header not stringent
• IAGENT-11768 – Error message when selecting mail with channel Letter: ‘Reply address unknown’ and ‘inappropriate channel’
• IAGENT-11772 – clean archive fail for postgresql
• IAGENT-11775 – Contact property search does not work
• IAGENT-11786 – iAGENT Rating App for v13 does not work
• IAGENT-11788 – Clean Archive: Selecting unused phonenumbers does not check for entries in INCOMING_CALL
• IAGENT-11797 – knowledgebase administration file upload refactor (switch to fetch-api)
• IAGENT-11802 – App Logging stops if logging configuration is reloaded
• IAGENT-11804 – Reporting: Reports using iagentDB=true should not throw an error due to casesensitive header columns
• IAGENT-11808 – Deleted categories should be shown in the „Inbound queued call“ Report
• IAGENT-11813 – optimize supervisor login performance
• IAGENT-11823 – Mail Recategorization Dialog: Wrong Button enablement
• IAGENT-11829 – Image attachments in templates (not inline) no longer work
• IAGENT-11830 – Fallback to user default image does not work
• IAGENT-11850 – System settings for external authentication highly faulty
• IAGENT-11871 – [Messenger] Incoming externally sent messages can lead to open messenger dialogs
• IAGENT-11883 – ATTACH-FILE Tags in Textbausteinen funktionieren nicht mehr
• IAGENT-11886 – analytics – overview performance
• IAGENT-11897 – encoding special chars in supervior crm
• IAGENT-11901 – [Messenger] Messenger connectors are released too late when uninstalling an app
• IAGENT-11912 – Mail Editor is incorrectly displayed in Desk after updating to Global
• IAGENT-11916 – If ‘pdf.attachments.concat=true’, no attachments are concatenated in the PDF preview.
• IAGENT-11923 – missing emojis for language sk triggers errors in agent
• IAGENT-11933 – analytics – workload performance
• IAGENT-11934 – analytics – account information performance
• IAGENT-11938 – clean archive nullpointer exception
• IAGENT-11948 – AutoUpdate for SMTP dispatch aborts
• IAGENT-11949 – „Agent Performance Inbound“ Report: incorrect calculation of the call availability for group
• IAGENT-11953 – Saved Searches limit results in global searches – fix #3
• IAGENT-11963 – Reporting: Chat view mistakenly returns number of custom sessions instead of number of messages