Security Improvements

RBAC Permission Fix for Form Field Conditions

Users can now use form field conditions in Productivity Rules, Event Rules, and Outbound Ticket Rules without requiring Form Field management permissions. This ensures permissions are properly scoped to the page context, following the principle of least privilege.

• Form field conditions in rules no longer require form#manage permission
• Access is now based on the user's rule permissions and forms service access

IP Whitelisting Subnet Support

Fixed an issue where API authentication IP whitelisting did not correctly match IP addresses within CIDR subnet ranges (e.g., 192.168.1.0/24).

• Subnet range matching now works correctly for API client credentials authentication

New Features

New Ticket Widget Integration

For customers using Enhanced Ticket Handling within Puzzel Contact Center, clicking "New Ticket" now opens the ticket creation form in a separate widget tab, allowing agents to continue working without losing their current context.

• New ticket form opens in a separate Puzzel widget tab
• Current view is preserved in the original tab
• Feature activates automatically when Enhanced Ticket Handling is enabled

Bug Fixes

Email Character Encoding Fix

Resolved an issue where special characters (e.g., Æ, Ø, Å) in ISO-8859-1 encoded emails were corrupted during credit card redaction processing.

• Special characters are now preserved correctly after redaction
• Emails without credit card numbers remain completely unchanged

Channel Switching Timeline Events

Fixed an issue where alternating between different channel types (e.g., Email → API → Email) did not always record timeline events for each switch.

• All channel type switches are now correctly recorded in the ticket timeline

Outbound Rule Condition Persistence

Fixed an issue where channel condition values with productivity list operators were not persisting when saving and revisiting outbound ticket rules.

• Condition values now correctly persist across saves

Puzzel Integration Race Condition

Resolved a race condition where parallel Puzzel integration export jobs could cause duplicate requests. Jobs are now serialised per ticket with automatic retry and backoff.

• Prevents duplicate PCC export requests
• Ensures consistent ticket data synchronisation

Autoforward Timing Improvement

Improved the timing of auto-forwarded emails from filter rules to execute at the correct point in the processing pipeline, preventing potential state recording inconsistencies.

• Autoforwards now execute after all filter rules have completed
• Improved reliability of PCC synchronisation when autoforward rules are active