Release announcements, helpful tips, and community discussion


Cerb (7.3.12) is a maintenance update released on May 24, 2017. It includes 16 fixes and minor features from community feedback covering the 7.3 update. You can follow these instructions to upgrade.

  • [Worklists/Subtotals] Fixed an issue with blank custom field subtotals on worklists.

  • [Reports] The ‘Worker History over Date Range’ report can now be filtered by ticket status.

  • [Performance/Tickets/History] On ticket profiles, when viewing the ‘Participant History’ tab, the ‘Sender Domain’ option now uses the participant:( deep search filter. This is much more efficient than the previous full table scan of the email addresses list.

  • [Dashboards/Charts/Fields] Fixed an issue with custom fields on dashboard charts.

  • [Dashboards/Charts] Fixed an issue with dashboard charts that use COUNT on a custom field.

  • [Dashboards/Gauges] On dashboards, gauges can now define up to 7 thresholds. Previously they were limited to 4.

  • [Worklists/Search] Fixed an issue in worklist quick search if the ‘(placeholders)’ submenu didn’t contain an equal number of keys and labels.

  • [Worklists/Search] In worklist quick search menus, fixed the examples for several custom field types. These were wrapping the values in ("..."), which is no longer recommended. They’re now just quoted.

  • [Bots/Events] In bots, the ‘Before message sent from worker’ event now has a content_format placeholder with a value of 1 for parsedown/html and 0 for plaintext. This makes it possible to detect when a message is being sent in HTML mode.

  • [Bots/Placeholders] Fixed an issue with bot placeholders where extra submenus were sometimes created (e.g. “Create A -> Ticket”).

  • [Bots/Behaviors] Fixed an issue with bot behaviors where some custom field placeholders weren’t available as conditions on outcome nodes.

  • [API/Activity Log] Fixed an issue in the API that prevented activity log entries from being sorted by the created field.

  • [Opps] The ‘created date’ field is no longer editable on opportunity records. It’s now automatically managed like the other record types.

  • [Mail/Compose] Fixed an issue on the compose popup where the #signature was always inserted regardless of worker preferences.

  • [Mail/Reply] Fixed an issue when replying to messages. When using the “Quote and reply to only these recipients” option, the From: header was always being used even when a Reply-To: header existed.

  • [Support Center] Fixed an issue in the Support Center portal where the sorting was always reset to ‘Updated’ in descending order.