Change notes

v12.25 (May 2023)

• new builder TicketOperationBuilder provides specific operation builders e.g. to create a new ticket
• new info object AgentChatInfo provided by AgentInfo for extension point
  • AgentInfoHandler
• the AgentTicketActionValidator can now validate multi close actions in a single validation method. The default behavior calling the validation methods for every ticket closed by the multi close action remains unchanged.

v12.24 (April 2023)

• new handler
  • ContactRelationHandler to modify the contact relation of an existing contact
• the ContactHandler has a new method for obtaining a ContactRelationHandler
• the ContactHandler has new methods for obtaining a Contact or a List with the help of a ContactIdentifier.

v12.23 (March 2023)

• new operation available for chats:
  • RoutingOperationBuilder close now supports closing chats
• new extension point
  • OutgoingChatStepSentEventListener
  • InternalForwardListManipulator

v12.22 (February 2023)

• new novomind iAGENT REST API method HTTP POST for iMail/api/rest/accounts in order to create incoming and system accounts. See API Console for more information.
• new novomind iAGENT REST API endpoint PATCH iMail/api/rest/accounts/{id} in order to update specific fields using HTTP PATCH. See API Console for more information.
• new type ENCRYPTED_STRING for all property based endpoints of the iAGENT REST API

v12.20 (December 2022)

• new extension point
  • MessengerConnector Extension point to implement messenger retrieval from external messaging sources into novomind iAGENT
• new handler
  • CustomEventHandler to raise and process custom events between different plugins and apps
• new JS-API to switch the mail info tab or chat info tab in the novomind iAGENT-Desk and Chat-Agent
  • Public Javascript API

v12.18 (October 2022)

• new more specific events for extension point TicketStateEventListener
  • AgentQuickCaseTicketCreatedEvent
  • AgentPhoneTicketCreatedEvent
• new JS-API to expand and collapse the sidebar in the novomind iAGENT-Desk
  • Public Javascript API

v12.17 (September 2022)

• new extension points
  • AgentMessageSelectionEventListener
  • new novomind iAGENT Chat REST API ChatChange types (see Models for details):
    • ChatChangeReconnectAck Acknowledge of successful reconnect. All following ChatChanges until ChatChangeReconnectLoaded represent the current chat history.
    • ChatChangeReconnectLoaded End of transferred chat history.
    • ChatChangeReconnectNack Unsuccessful reconnect to a chat e.g. due to invalid chatid and token

v12.16 (August 2022)

• new novomind iAGENT Chat REST API property payload for ChatChangeChatstep to access custom payloads like a chatbot emotion.

v12.15 (July 2022)

• new REST API endpoint iMail/api/rest/search/chats in order to search past chats. See API Console for more information.

v12.14 (June 2022)

• the interface Contact now offers two new methods getAssignedPhoneNumbers and getAttributes
• the ContactHandler has a new method for obtaining a ContactModifier
• the ContactHandler has a new method for obtaining the Contact of a Call
• new extension points
  • AgentHomeTabProvider displays a custom tab in the home section of the novomind iAGENT Desk.
  • ServiceLevelRatioCalculator allows to override the default algorithm for the calculation of the service level ratio of an issue in the backlog.

v12.13 (May 2022)

• new builder UserNotificationOperationBuilder to send notifications to agents provided by the
  • AgentActionHandler
• new JS-API to manipulate TO/CC/BCC addresses in agent editor
  • Public Javascript API

v12.12 (April 2022)

• new extension points
  • AgentMailEditorTextModuleListManipulator
  • RatingReceivedEventListener

v12.10 (February 2022)

• new extension point
  • ChatJoinedEventListener

v12.9 (January 2022)

• new handler to asynchronously send messages
  • OutgoingMessageHandler
• new view context to display specific mail info tabs only for phone tickets
  • AgentPhoneTicketMailInfoViewContext

v12.4 (August 2021)

• the interface Call now offers a new method hasRecording

v12.3 (July 2021)

• Important Note: Number of keys in app storage limited to 1000 keys per app.
• the PersistencyHandler now provides a RoutingTagModifier to create a new RoutingTag.

v12.2 (June 2021)

• a User now offers access to the following attributes: clearanceRequired, maxMails, maxChats, autoRoutingCategoryMode, manualRoutingCategoryMode
• the UserModifier can now change the following attributes of an User: clearanceRequired, maxMails, maxChats, autoRoutingCategoryMode, manualRoutingCategoryMode

v12.1 (May 2021)

• new extension points
  • IncomingChatMessageManipulator
  • OutgoingChatMessageManipulator
• new operations available:
  • RoutingOperationBuilder tag to assign routing tags to an issue

v12.0 (April 2021)

Breaking Changes

• major update of the provided Servlet API from 3.1 to 4.0
• compilation switch from Java 8 to Java 11
• change of return type from long to Long of MessageInfo.getTicketId
• renamed method getDate() to getEventDate() in interfaces TicketEvent and ChatEvent defined by new common interface Event
• the interface PhoneSystemStateChangedEvent now has to implement the method getEventDate()
• the interface PhoneDeviceStateChangedEvent now has to implement the method getEventDate()
• the interface CategoryProvider has been replaced by the new interface OptionalCategoryProvider
• the interface Issue now extends an OptionalCategoryProvider instead of CategoryProvider. Therefore the method getCategory() now returns an Optional<Category> instead of Category.
• the interface Issue now extends an OptionalTenantProvider instead of TenantProvider. Therefore the method getTenant() now returns an Optional<Tenant> instead of Tenant.
• the method getAttributes() in the SimpleMessage Interface has been removed. Please use getIntermediateStorage() from the NextMessageInfo Interface
• the interface MailMessageConnector has been replaced by the Interface ExtendedMessageConnector
• the interface PostSendMessageListener has been replaced by the Interface MessageSentEventListener
• the event listener TicketRecategorizedEventListener package is changed from com.novomind.ecom.api.imail.routing.workflow to com.novomind.ecom.api.iagent.routing.workflow
• deprecated event listeners: (Please use new TicketStateEventListener instead)
  • TicketAnsweredEventListener
  • TicketClosedEventListener
  • TicketCreatedEventListener
  • TicketEnqueuedEventListener
  • TicketInternalForwardedEventListener
  • TicketResubmittedEventListener
  • TicketRoutedEventListener

Other Changes

• a ticket now offers access to its state (see Ticket.getTicketState)
• the TicketBacklogHandler now offers a new method getBacklogMessageInfo
• the AgentTicketActionValidator now offers a new method to validate attachment upload actions
• the AgentChatActionValidator now offers a new method to validate attachment upload actions
• new extension points
  • SupervisorMessageFilterMenuItemProvider
  • AgentMessageFilterMenuItemProvider
  • AttachmentValidator
  • IncomingChatMessageValidator
  • TicketStateEventListener
• new events available in TicketStateEventListener:
  • TicketRequeuedEvent to detect the state transition from ASSIGNED to QUEUED
• new operations available:
  • RoutingOperationBuilder requeue to requeue a ticket currently assigned to an agent
• all app provided tabs are now rendered sorted by their display name or name
• a User now offers access to the assigned RoutingTags (see getRoutingTags)
• new Javascript API for inserting text or HTML content into the agent editor for an active chat

v11.36 (January 2021)

• new master entity RoutingTag

v11.34 (November 2020)

• a pause reason now offers access to the boolean flag work time break (see isWorkTimeBreak)

v11.32 (September 2020)

• MessageConnector and CallRoutingConnector apps can now provide a ContactIdentifier for incoming messages or queued calls via the SimpleMessage (see getContactIdentifier), ExtendedMessage (see getContactIdentifier) or QueuedCallEnqueuedEvent (see getContactIdentifier). The information will be used as secondary search criterion for searching existing contacts.
• new ExtendedMessageConnector extends the base interface MessageConnector. Replaces MailMessageConnector in the future.
• new handler
  • ChatBacklogHandler
• master entity 'textmodule' change/create can now notify agents with the notifyAgents boolean flag in the 'TextModuleRequest'

v11.30 (July 2020)

• new extension point
  • AgentChatActionValidator
• new action AgentTicketRecategorizeAction for extension point
  • AgentTicketActionValidator
• new info object AgentQueuedCallInfo provided by AgentInfo for extension point
  • AgentInfoHandler

v11.29 (June 2020)

• new extension points
  • ExternalRoutingConnector
  • ExternalRoutingConnectorTabProvider
  • AgentAvailabilityEventListener
• new info object AgentFolderInfo provided by AgentInfo for extension point
  • AgentInfoHandler

v11.28 (May 2020)

• new operation available: close
  • RoutingOperationBuilder

v11.27 (April 2020)

• new extension points
  • PhoneSystemConnector
  • PhoneSystemConnectorTabProvider
  • CallStateEventListener
  • CallBacklogHandler
  • AgentDeviceStateEventListener
  • AgentLoginStateEventListener
  • AgentPauseStateEventListener
  • AgentPostProcessingStateEventListener
  • CallInfoTabProvider
  • AgentSidebarContentProvider
  • DeliveryFailureMessageReceivedEventListener

v11.26 (March 2020)

• an issue now offers access to the assigned location (see getLocation)
• new handler
  • ContactHandler

v11.25 (February 2020)

• new extension point
  • ChatOfferedEventListener
• new handler
  • TicketBacklogHandler

v11.23 (December 2019)

• new extension points
  • PreStartChatValidator
  • TicketAnsweredEventListener
  • TicketInternalForwardedEventListener
  • TicketResubmittedEventListener

v11.22 (November 2019)

• an issue now offers access to the assigned locale (see getLocale)
• new extension points
  • TicketRoutedEventListener
  • ChatOfferedEventListener
  • ChatStartedEventListener
• new operation available: internalForward and resubmit
  • RoutingOperationBuilder

v11.21 (October 2019)

• new extension points
  • TicketCreatedEventListener
  • TicketEnqueuedEventListener
• new handler
  • AgentInfoHandler
  • BusinessHourInfoHandler

v11.16 (June 2019)

• trigger actions for logged on agents on the novomind iAGENT Desk
• new handler
  • AgentActionHandler

v11.15 (May 2019)

• new extension point
  • IncomingMessageAnalyzer

v11.9 (November 2018)

• new controller
  • FrontendController

v11.5 (July 2018)

• new extension point
  • PluginBundleLifecycleEventListener
• new handler
  • PrivilegeHandler

v11.3 (May 2018)

• an issue now offers access to the date it was received by the novomind iAGENT system (see getDateReceived)
• the AgentTicketActionValidator can now validate all actions regarding QuickCases
• new extension point
  • PreSendMessageEventListener
  • ChatClosedEventListener

v11.2 (April 2018)

• update, delete and undelete operations for the master entity 'user'
• new extension points
  • TenantConfigTabProvider
  • UserConfigTabProvider

v11.1 (March 2018)

• new extension point
  • AgentMailEditorAppearanceProvider

v11.0 (February 2018)

Breaking Changes

• The structure of our public api has changed. The artifact ecom-api-imail has been removed. The contents are now part of ecom-api-iagent. The java packages did not change. If you resolved ecom-api-imail in your plugins, please change it to ecom-api-iagent starting with v11.0.
• The return types of all set*() methods of the interface IntermediateStorage have changed from the return type Storage to the new return type IntermediateStorage. If you are using any of these methods in your plugins, please recompile and redeploy your apps when updating to v11.0.
• The return type of the method getAttachments() of the interface MailMessage has changed from Map<String, BodyPart> to the new return type Set<MessageAttachmentDataSource>. If you are using this method of MailMessage in your plugins, please adapt to this change when updating to v11.0.
• The default version of the novomind iAGENT REST API was changed from v1 to v2. The v1 version of the novomind iAGENT REST API will be removed in the novomind iAGENT version 11.6. The changes are:
  • The "flat" flag for the services: /categories, /users, /holidays and /businesshours was removed. The services now return changed responses. See API Console for more information on the responses.
  • All HATEOAS links now have the same schema. All services were changed to comply to the HATEOAS convention. See API Console for more information on the responses.
  • The error handling has changed. All services now return JSON objects on errors. The objects contain an error message and an error code. See here for more information.
  • The service /categories has changed. /categories/categories can now be used to get categories withtout maincategories. /categories/maincategories can now be used to get the maincategories.

Other Changes

• The Visibility api now supports categories.
• Minor update of the provided Servlet API from 3.0 to 3.1
• Minor update of the provided Java Mail API from 1.4.5 to 1.6.0

v10.0.206 (January 2018)

• new master entities 'textmodule', 'textmoduleRoot', 'textmoduleFirstLevelGroup' and 'textmoduleSecondLevelGroup' with create, read, update and delete operations

v10.0.202 (December 2017)

• new operation
  • RoutingOperationBuilder

v10.0.146 (November 2017)

• Visibility api for master entities
• new handler
  • AgentVisibilityHandler
  • VisibilityHandler

v10.0.142 (October 2017)

• new extension points
  • ChatInfoTabProvider
  • RecategorizationListManipulator

v10.0.138 (September 2017)

• new extension point
  • IncomingMessageReceivedEventListener
• initial version of the novomind iAGENT Chat REST Api

v10.0.132 (August 2017)

• new extension point
  • MessageTabProvider

v10.0.128 (July 2017)

• new extension point
  • TicketRecategorizedEventListener

v10.0.120 (May 2017)

• a ticket now offers access to its process
• the StorageHandler has a new method for obtaining storages for multiple ticket ids
• new extension points
  • AgentTicketActionValidator
  • MessageSentEventListener
  • TicketClosedEventListener

v10.0.116 (April 2017)

• new extension point
  • CategoryConfigTabProvider
• new controller
  • AgentEditorController

v10.0.108 (February 2017)

• new master entities 'agentgroup' and 'systemgroup' with create, read, update and delete operations

v10.0.102 (January 2017)

• new feature for the extension point MessageConnector: Custom Channels
• new features for the app configuration
  • new dataType: EncryptedString
  • new guiTypes: password and secret
• new extension point
  • AccountConnectorTabProvider

v10.0.50 (December 2016)

• new master entity 'category' with create, read, update and delete operations
• new master entity 'account' with create, read, update and delete operations

v10.0.46 (November 2016)

• new extension point
  • MessageConnector

v10.0.42 (October 2016)

• new extension points
  • AttachmentListManipulator
  • AttachmentDataSourceProvider
  • PostIncomingMessageListener
  • PostSendMessageListener
  • PreSendMessageManipulator

v10.0.38 (September 2016)

• Storage api for issues
• new handler
  • StorageHandler
• new master entity 'transaction code' with create, read, update and delete operations

v10.0.34 (August 2016)

• access to app configuration
• new master entity 'location' with create, read, update and delete operations
• Storage api for master entities and apps
• new extension point
  • MenuItemProvider

v10.0.28 (July 2016)

• new handler
  • PersistencyHandler
• new master entity 'tenant' with create, read, update and delete operations
• new features for the extension point MailInfoTabProvider

v10.0.16 (April 2016)

• new handler
  • EntityHandler
• new extension points
  • MailInfoTabProvider
  • TemplateMessageManipulator

v10.0.10 (March 2016)

• new extension point
  • TopHeaderContentProvider