Self Service Portal 2, pagination, basic ticket permissions

The completely redesigned Self Service Portal 2 (SSP2) is the second generation of the well-known Self Service Portal. It adds some missing functionality, enables new customization options, and includes user interface optimizations.

Key benefits (selection):

• Use of workflow rules for dynamic form content
• Input forms support all types of dynamic fields
• Users can view the personal data stored about them in the system (GDPR)
• Display and content of ticket detail views can be customized (grouping, order, arrangement of information)

We recommend that you review the transition from SSP1 to SSP2 over the next few weeks, make any necessary configuration adjustments, and get your users used to the slightly different interface. As part of the smooth transition between generations, SSP1 will be retired and no longer developed in the second half of 2023. Depending on the application, it is possible to use both Self Service Portals in parallel. Please ask our support team or your KIX consultant. 

List views now use pagination. Instead of displaying all hits immediately, smaller portions or "pages" are now loaded. If necessary, the user can expand the displayed entries by clicking "load more" until the full number of hits is displayed. 

Merging tickets does not require the creation of an article in the merged ticket, as the target link is already contained in the dynamic MergeToTicket field. The field, when filled, is now displayed in the ticket details and allows direct switching to the target ticket of the merge.

The click behavior for expanding and collapsing items in the communication history has been optimized so that header information such as title, sender, etc. can be more easily selected with the cursor for further use.

When searching for contacts in the ticket creation/editing process, it is now possible to search by entering the customer number of the organization to which a contact is assigned.

As already announced in the forum, basic permissions for tickets and teams/queues will be delivered with KIX 18.28. These allow to control access to tickets that are in certain teams/queues by assigning roles and their permissions to teams/queues.

Control basic permissions:

1. in which teams/queues a user can create or move tickets
2. which agent users can be set as editors/owners of a ticket, and
3. in which teams/queues tickets can be viewed.

Note: If team/queue permissions are used in existing KIX installations, they need to be changed.

Concatenation of LDAP Attributes (Start)
Both LDAP-Auth.-Sync and the macro action "LDAP2Customer" now allow concatenation of LDAP attributes. A KIX attribute can be created from a concatenation of several LDAP properties
›› For more information see the KIX manual. 

Background contact/user synchronization (Pro/Cloud)
The new console command "Maint::Auth::Sync::Synchronize" enables synchronization of contacts and users existing in AD/LDAP sources. In addition to transferring contact information to KIX, this also includes the option to invalidate contact entries in KIX that no longer exist in AD/LDAP sources.

If a contact no longer exists in AD, it is automatically deactivated in KIX.

In addition, the role assignments are automatically taken over according to the Auth. sync configuration. In some cases it is no longer necessary to configure a job for automatic LDAP data import (macro action "LDAP2Contact").

Version KIX 18.29 will mainly contain minor improvements, corrections and adaptations from the first feedback on SSP2. The focus is on stabilization and implementation of features that are also needed for the add-on "Maintenance Plan".