The options in the Store Sender's Address section of the Inbound Email wizard, located at Setup > Email and SMS > Configure Inbound Email > edit or add new account > Record Mapping tab, now include the ability to store the email address and name in separate fields.

This is especially helpful if ownership in some tables is based on email address and users may have different names used for the same address; for example, "John Smith <john.smith@aaa.com>" and "John G. Smith <john.smith@aaa.com>". Separating the name and email address will prevent errors due to name-sensitive email recognition.

Additionally, when the second option is chosen, the system will parse email record ownership recognition in cases where the recognition is based on the email address, and the address is displayed in both "AAA <aaa@aaa.com>" and "aaa@aaa.com" forms. The system now recognizes that these two forms of email address are synonymous. When the first option is chosen, the system will still expect strong matching of both the name and email parts of the record.

A new formula for print templates now allows large sections of text to be inserted conditionally, based on a formula or field values.

This helps simplify print templates when large sections of static text are only included if some criteria is met.

• RateOfExchange(from_currency, to_currency, [date])
• convertCurrency(from_currency, to_currency, amount, [date])

For example, the formula of a field to convert USD to Euro could look like:

convertCurrency("USD", "EUR", $amount_in_dollars, $payment_date).

This field would take the Amount in dollars field and convert the amount based on the currency conversion rate on the date the payment transaction occurred, based on the Payment Date field. The new field would display the result based on its settings and field type.

It is also possible to leave out the date from the field. If the formula excludes the date, the currency will be converted at the current rate. In the example above, this would look like:

convertCurrency("USD", "EUR", $amount_in_dollars).

Currency conversion formulas use the JSON API fixer.io to obtain exchange rates published by the European Central Bank. These rates are updated daily at approximately 4pm Central European Time (CET).

Added two variables which enable users to configure whether, and how often, to re-send failed emails. The variables can be found by navigating to Setup > System > Global Variables > Variables with Default Values.

The new variables are:

• stop_resend_to_broken_smtp (label: Do not resend old letters) - defines the oldest age of emails in days for messages that should be resent when the SMTP connection is reestablished. The default value is 5.
  
• try_resend_to_broken_smtp (label: Period to resend failed letters) - defines the frequency in minutes at which the system should try to resend emails that failed due to a broken SMTP connection. The default value is 30 minutes. 
  

Made a number of improvements to the user interface:

1. In the Icons tab of the Look and Feel wizard, a new setting was added that determines whether table icons are displayed in the Left Pane.
   
2. In the Last Opened and My Assigned sections of the Left Pane, summary text is now displayed in full upon mouse over.
   
3. In the Pane Body section of the Left Pane tab of the Look and Feel wizard, we added a Padding option.
4. In the Forms tab of the Look and Feel wizard, added the ability to set the left, right, top and bottom padding, as well as selected and un-selected font and background colors, for action and navigation buttons in their normal, mouse over and active states.
   
5. In the Toolbar tab of the Look and Feel wizard, added left/right and top/bottom padding to the Wizard Tabs section. This setting also impacts the Wizard Selected Tab and Wizard Tab Mouseover sections.
   
6. Improved the alignment of menu items and padding in the user interface.

1. Create a Short Text field named bomgar_jump_client_search_criteria in either the Support Cases or Helpdesk Cases tables, and add it to the Layout.
2. Create an Action Button with a Script Action:
1. In the Before Executing Actions section, select Save Record.
2. Select Open a URL Provided By and choose Action.
3. Add a Script Action. The name of the action is LaunchBomgarJumpClientSession.jar. For this to work, the Jar file must be available under the Scripts directory of the KB. To add the file to the directory, contact customer support and ask the representative to upload file attached below to the correct location. The path will be specified in the corresponding Script Action Wizard.
4. Save the Action and the Action Button and add it to the layout.
   
5. Save the Layout.

1. Within Bomgar, you can pin a Jump Client in the Representative Console. For more information, see here.
   
2. Log in to Agiloft as a Bomgar Representative, and also log into the Bomgar Representative Console.
3. In the relevant record, enter a search string that matches the Jump Client. This can be a substring of the value in the Name or Comment field in the Bomgar Console.
4. Click the Action Button.
5. A script provided by Bomgar will be either downloaded or automatically run by your browser to launch a new Bomgar session. If the script is downloaded, double-click on the script to launch a new Bomgar Session.

A new configuration script AttachedFileExtensionChecker.jar enables users to control the types of files that can be added to a file field by restricting file extensions. There are three options to configure file type restrictions:

1. In the Admin Notes section of a file field, add a note defining the allowed file extensions, using the following format:

<file_types_allowed>.docx, .jpg, .pdf</file_types_allowed>

This tag can coexist with other note items, and has precedence over the other restriction methods. However, it would need to be added for each file field individually.

2. Create the following new global variables:

• file_types_allowed - uses a comma-separated list of permitted file types.
• file_field_names_validate_types - uses a comma-separated list of file fields in which the file_types_allowed items are applied.
  

3. Leave the script defaults as they are without configuration. The default settings are:

• Allowed file extensions: .docx, .jpg, .pdf, .jpeg
• File field name: attach_document
  

Syntax: find(pattern, text[,flags])

• Example 1: find("flour", $ingredients)
  
• This formula returns true if the text 'flour' is found in the text field $ingredients.
  
• Example 2: find("flour", $ingredients,"im")? "Contains Gluten": "Gluten Free"
• Returns "Contains Gluten" if 'flour' or 'Flour' is found in the $ingredients field, else it returns "Gluten Free". Multi-line mode is enabled.
  

Syntax: matches(pattern, text[,flags])

• Example 3: matches("Sales Department",$linked_department)
• Returns true if the $linked_department field contains 'Sales Department'.
  

Flags - Flags string for either function can contain 'i' which enables case-insensitive matching and 'm' which enables multi-line mode.

Note: The find and matches functions accept only strings as arguments.  You can force the system to evaluate some non-string data types as strings by adding an empty string with +"".  For instance, a link to single fields from other table with multiple values enabled (MVE) is not stored as a string. If the 'find' function is used to look for some value such as 'anonymous' in a multi-value linked field (MLF) called External CCs, the formula might look like the following:

find("anonymous", $external_cc+"")

By adding an empty string to the MLF value - using +"" - the MLF value is converted into a string for search purposes.

• Example 4: find("apples",""+$selected_fruit,"i")
• Returns true if the multi-value linked field $selected_fruit contains 'apples' or 'Apples'.
• Example 5: matches("3",$id+"")
• Returns true if the $id, converted to a string, is 3.

Added support for a number of new languages to the Language tab list in the Teams wizard. Each of these new languages also has a corresponding GUI properties file so that the whole interface may be translated and localized:

• Hungarian - GUI_hu.properties
• Urdu - GUI2_ur.properties
• Arabic - GUI2_ar.properties
• Chinese (Hong Kong) - GUI2_zh_HK.properties

Please note that interface translations for these languages have not been provided.

A new Relationship Diagram field type was added, which allows users to visualize the relationships between linked records as tree diagrams. The possible uses of the Relationship Diagram field are numerous, as it can model a large range of scenarios where there are dependencies and linked relationships between organizational assets, tasks, contracts, and other items.

For instance, a business might support various clients with individual configurations of hardware and software, and the relationship diagrams could enable them to keep track of these setups and the dependencies that they require. As another example, software release versioning could include various functionalities and features, breaking changes, and interdependent components - all of these could be represented in relationship diagrams for a release version number and maintained in future releases.

The example below illustrates a simple relationship diagram showing assets, also called configuration items:

In this case, the company's Slack/Email/Calendaring system Uses a Slack Company Account, and Requires an Exchange Server to run. This Exchange Server uses another set of components, which in turn have their own dependencies.

The diagram is restricted to depicting the selected item's parent and child relationships, with the depth specified in the field wizard, but not siblings. The diagram for related assets looks different depending on which item (record) is selected when the relationship tree opens.

A relationship diagram field was added in the Configuration Items table of our out-of-the-box ITIL KB template. To open the diagram, click the tree icon.

To set up a relationship diagram field, the following items must be present in the table:

• A linked relationship, such as a linked field set or related table, of upstream relationships.
  
• A linked field set or related table linking to downstream items.

In addition, you must choose how to label the item boxes and arrows in the diagram. When configuring the diagram field, select a field to identify and label the items in the diagram. You can also select a field to label the relationship arrows, or use hard-coded text labels such as 'Parent' and 'Child'.

In the Tables tab of the Group Permissions wizard, located at Setup > Access > Manage Groups > (edit a group) > Tables tab, the information in the Record Permissions column has been significantly improved.

The Record Permissions column now shows how ownership is defined for the table. This makes it easier for the admin to configure permissions, as they do not need to navigate to the Table setup wizard's Permission tab to view ownership definitions.

Record conversions can now be done even when the record is locked for editing. This will work when two tables have a conversion mapping where an identifying field is mapped for conversion and also marked as the 'Primary field used to display a match'.

As long as the field value matches between the records in the tables, the conversion will update the corresponding records. If a conversion action with these conditions is included in a rule which runs in the background, it will even update locked records in the background. Note that conversion actions should have the 'Silently with no confirmation' option selected.

Conflicts during conversion are resolved automatically, in cases where the same field is updated by the user when locked and also by record conversion. In these cases the value which is set by conversion takes precedence over user changes.  

A warning message is now displayed if a user attempts to import a knowledgebase with the same name as an existing knowledgebase on the same server, since this will cause the existing KB to be deleted and overwritten unless the user changes the imported KB name.

The Workflow editor is described here.

In the Admin Console, KB backup files can now be encrypted automatically during the scheduled backup.

In the Admin Console, navigate to Backup > Edit or create new backup > Options tab to see the new Encryption section.

To enable KB backup encryption:

1. Select the Encrypt Backups check box to add encryption to all backups by default.
   
2. Click Generate New Public/Private Key Pair. The public key will appear in the Public Key box.
   
3. Click Download private key to save the private key file to your desktop.
   
4.  Now when the scheduled backup occurs, the KB will be encrypted with the public/private key pair.

To import the encrypted backup, use EWIMPEX command line with the form: --decrypt [private key path] --file [backup file name].

Note that decryption will now be impossible without the private key, meaning that if a new pair of keys is generated, it will be impossible to decrypt backups that were created with the old key.

In addition, the Options tab of the Backup wizard also contains a new option: "After creating backup execute script". This enables you to add a script for sending new backups to a different location such as an SFTP server. The script must be placed in the /opt/server/Agiloft/data/admins/scripts directory.

In the Print Action wizard, the character limit for default file name formulas in the 'Define the default file name' input box was increased from 99 characters to 512. Previously, the character limit prevented complex file name formulas with long field names or regular expressions.

• If email is selected, the user receives an encrypted login link to reset their password.
• Note: the encrypted link to password reset will expire in 24 hours. 
• If SMS is selected, the user must have a cell phone account on record. After clicking the SMS reset link, the user is taken to an authentication screen where they must enter the 6-digit access code sent to their cell phone.

Previously, no SMS options were available and users were able to retrieve their original password instead of resetting it. Note that the user's group must have 'Allow Sending Password' set to Yes in the General tab of the Group wizard in order to receive email and text messages to reset passwords.

In addition, the Forgot Password? link has been removed from the default Agiloft GUI2 login screen for improved usability. Customized or KB-specific login pages can still use the Forgot Password? link. 

• Link selected items
• Link selected items and items in search box
• Unlink selected items
• Find linked items

Resolved an issue where the icons in the Available (unused) icons and Icons already in use as Table Icons sections of the Graphics tab in the table wizard were appearing in the wrong places.

Added the ability to require an authorization key when connecting to an external ESA if the Secure API Calls section in the External Sync screen has been enabled in a sync configuration.

The Secure API Calls section enables you to generate a key that must be used when accessing the ESA API.

We made the following improvements to the sync engine:

Quick Search field selection list included in sync - The Quick Search field selection list, which can be managed by clicking the Edit Quick Search Fields button in the Indexes tab of the Table wizard, will now be transferred during sync.

Added the ability to sync Alt Text and Notification Icons along with other View attributes. 

Added the ability to transfer the 'Merge PDF Document' and 'Convert Document Format' actions when syncing.

Fixed the following issues related to PDF OCR attachment processing:

1. Error when uploading a PDF to a File field with OCR enabled, in some cases where the PDF contained TIFFs in a certain format or images with certain compression methods.
2. Resolved an OCR error which appeared occasionally on Linux installations.
3. Resolved an error related to the size of attachments with OCR which occurred when attempting to perform OCR on files which contained images in jbig2 or CCITTFax format when converting to PNG.