Changelog

Public release notes for mooDesk.

These notes cover changes that are visible to agents and requesters, or that matter to administrators and integrators. Each release lists them under Added, Changed, Fixed and Security, with Upgrade notes when an upgrade needs action on your side.

Where this changelog starts

The public changelog starts at 2.34.0. Earlier releases are not listed here.

2.39.1 — 2026-10-24

Fixed

• The daily licence revocation list download no longer sends your site URL. Up to 2.39.0 the download used Moodle's default User-Agent, MoodleBot/<Moodle version> (+<site URL>), so the licence server could see which site made the request. From 2.39.1 it sends the fixed User-Agent moodesk-crl/2, the same on every site. The download still does not send your licence key, user records or ticket content. Like any request over the internet, it lets the licence server see the IP address it comes from: your server's, or that of the proxy Moodle uses. How often the list is downloaded, how it is verified and what happens when it cannot be downloaded are unchanged. Nothing to do on your side.
• The Check for revoked licences setting describes the download accurately. Its description said the download sends no site or personal data. It now says what the download does not send and that your server's IP address is visible to the licence server.

2.39.0 — 2026-10-20

Before you upgrade

A licence issued in the earlier licence format is not accepted by 2.39.0. Read the upgrade notes and Installation → Upgrading first.

Changed

• Licences use a new format that carries the agent capacity. A licence is accepted only when it is in the current format and states an agent capacity that its plan allows: Pro 10, 15, 20 or 25 agents; Enterprise from 50 to 1000 agents, in steps of 25. License status says when a licence was issued for an earlier licence format, or does not state a valid agent capacity for its plan. In both cases the site runs as Starter, nothing is deleted, and the page says to ask digitalMood for a replacement licence.
• The number of agents comes from your licence. Starter, without a licence, allows 2 agents. Pro and Enterprise allow the capacity written in the licence. No edition is unlimited any more. Add agent stops at the capacity and says what to do next: get a licence, add an agent block, move to Enterprise, or contact digitalMood above 1000 agents.
• License status and System health show how the capacity is made up, for example 12 / 15 agents (10 included + 1 block). Agents given the agent role through Moodle's own screens are counted but not blocked. A site above its capacity keeps every agent: it shows Agent limit exceeded and no new agent can be added until the count is back under the capacity. No agent is ever removed.
• The plan comes from the licence only. The edition setting is no longer mentioned in the upgrade prompts, and the "Unlimited" agent label and the "License claim ignored" note are gone.
• The Spanish translation uses neutral Spanish throughout. A few strings still used regional forms. Wording only: nothing else changed.

Fixed

• Searching for the target ticket on the merge page works again. Typing in Target showed no results, so a merge could not be completed from the interface (Enterprise).
• A ticket that was merged into another no longer accepts changes to its custom fields. It shows them read-only, as the rest of a merged ticket already is. Before, its values could still be saved, without leaving anything in the ticket's history.
• A merged ticket shows its properties as values, not as menus. Its status, priority, category, department, team and assignee were still offered as menus, and any change ended in an error. The merge target and a ticket whose merge was undone keep their menus.
• Undoing a merge is recorded in both tickets. Each conversation now ends with a note that the merge was undone, and the reopened ticket's history shows its status going back. No one is notified, and no satisfaction survey, automation rule or webhook is triggered by these notes.

Upgrade notes

Replace a licence in the earlier format before upgrading

After the upgrade, License status reports a licence issued in the earlier format as not accepted by this version of mooDesk, and the site runs as Starter until a replacement licence is pasted. Nothing is lost in the meantime, and every existing agent is kept. Ask support@moodesk.io for a replacement licence that states the number of agents you need.

On 2.38.1 you can paste the replacement before upgrading: 2.38.1 accepts it and keeps its own agent limits until the upgrade, and the License status page of 2.38.1 may show the agent count as "License claim ignored", which is expected. That note belongs to 2.38.1 only. The new capacity applies once the upgrade is done.

For upgrades from versions earlier than 2.38.1, contact support@moodesk.io for guidance before proceeding.

A site running as Starter without a licence needs no action.

• Check your agent count against the capacity of your licence. A site with more agents than its licence allows, for example an Enterprise site with more than 50 agents and a 50-agent licence, keeps every agent after the upgrade, shows Agent limit exceeded, and cannot add new agents. Ask for a licence with the capacity you need, ideally before upgrading.

2.38.1 — 2026-10-08

Fixed

• Replying by email works on a site installed fresh. The key that signs the reply address in notifications was created only when a site upgraded, so a site installed fresh had none: its notifications used the no-reply address and a requester's emailed reply opened a new ticket instead of joining theirs. A fresh install now creates the key, and upgrading to 2.38.1 gives one to every site that is missing it. A site that already has a key keeps it, so reply addresses already sent out keep working. Nothing to do on your side.
• Incoming email is retried when the database is briefly busy. A deadlock, a lock wait timeout or a database that is momentarily read-only could make mooDesk mark an incoming message as unprocessable and never try it again. Those messages are now retried on the next poll. A message that genuinely cannot be stored is still set aside as before.
• A mailbox on SSL/TLS whose certificate is refused now says why. With Connection security set to SSL/TLS, a certificate that does not validate was reported as IMAP connect failed: (0). The error now names the certificate problem, as it already did for STARTTLS.
• Saving a ticket's custom fields no longer erases an old date. A date field saved before dates were validated (for example 30/09/2026) showed as an empty date box to agents, and saving any field on the ticket erased it. The stored value is now kept until an agent picks a real date, and the field shows what is stored under the date box.

2.38.0 — 2026-10-06

Changed

• MySQL is no longer listed as a supported database. mooDesk's supported databases are MariaDB and PostgreSQL, the ones every release is tested on. The tested versions listed in the requirements now match what is tested: PHP 8.2 to 8.4, MariaDB 10.11 and PostgreSQL 16. The minimum versions are unchanged: PHP 8.1, MariaDB 10.6.7 and PostgreSQL 13.

Fixed

• A badly formatted date in a custom field no longer stops the ticket from opening. Any text sent for a date field was stored as typed, and on PHP 8.3 or later the ticket page failed to open for everyone. Only real dates (YYYY-MM-DD) are stored now: invalid new values are saved as empty. A value saved before this release is shown as it was typed instead of breaking the page.
• SLA times roll over to the next unit. Remaining and overdue times could read 7h 60m, 60m or 24h. They now read 8h, 1h and 1d.
• Saved view names show as typed. A view called A&B showed as A&B in the ticket list.
• The licence status names the company correctly ("digitalMood") when a licence is signed with a key that is not trusted.

2.37.0 — 2026-10-03

Before you upgrade: replace a licence signed with the retired key

2.37.0 replaced the licence signing key. See the upgrade notes before upgrading a site that runs Pro or Enterprise.

Added

• Email ingestion can sign in with OAuth 2.0. For Gmail, Google Workspace and Microsoft 365, the new Authentication setting offers Password or OAuth 2.0. With OAuth 2.0, mooDesk signs in to the mailbox with an access token from one of Moodle's OAuth 2 services (Site administration → Server → OAuth 2 services), chosen under OAuth 2 service. mooDesk stores no token: Moodle keeps and renews it. Microsoft mailboxes, which do not accept a password over IMAP, can now be connected.
• Microsoft 365 uses its own OAuth 2 service for mail. The service chosen for a Microsoft mailbox must be set aside for mail, not the one users log in with: Show on login page set to SMTP with XOAUTH2 only, and the offline scopes openid profile email offline_access https://outlook.office.com/SMTP.Send, without user.read. mooDesk refuses any other Microsoft setup and leaves the login service untouched. Moodle requests the SMTP.Send scope for that service, but mooDesk only reads the mailbox and never sends mail through it. Microsoft 365 over OAuth 2.0 needs Moodle 4.5.5, 5.0.1 or later. Microsoft OAuth 2.0 sign-in has been validated with a personal outlook.com account. Microsoft 365 business tenant configurations, including shared mailboxes, admin consent, tenant-specific endpoints, Conditional Access and administrative revocation, remain unvalidated.
• OAuth 2.0 failures are reported by what fixes them. Four incidents tell them apart: the configuration cannot work (email_ingestion.oauth2.not_ready, with the reasons listed on the settings page), the system account has to be connected again (email_ingestion.oauth2.token_refresh_failed), the organisation's administrator blocks the app (email_ingestion.oauth2.blocked_by_policy), or the server refused a freshly renewed token (email_ingestion.oauth2.auth_rejected). A token the server refuses is renewed once before anything is reported. System health shows how the mailbox signs in and, with OAuth 2.0, the service and whether it is ready.

Changed

• Reading the mailbox no longer hides mail from mooDesk. mooDesk used to look for messages it had not marked as processed, or, on servers that do not allow that mark, for unread ones, so a person reading the mailbox could hide a message from mooDesk for good. mooDesk now keeps its own position in each folder and fetches whatever arrived after it. It still marks handled messages, so webmail shows what mooDesk took in.
• A message that keeps failing no longer blocks the mailbox. After failing in three polls in a row, a message moves to a retry list of up to 20 messages, which is retried first on every poll while the rest of the mailbox moves on. Beyond 20, the oldest message on the list is given up and the incident email_ingestion.cursor.retry_abandoned is raised; a message given up is no longer retried automatically.

Fixed

• The advice for an oversized message is correct. The setting help and the email_ingestion.message.oversized incident said to clear the processed flag on the message so it would be taken in. That never worked: they now say to ask the sender to send it again within the size limit.

Security

• The licence signing key was replaced. The previous private signing key was exposed and has been retired. This version trusts one new key for licences and for the revocation list (RSA 3072, key ID moodesk-2026-10) and no other. A licence signed with the retired key, or without a key ID, shows untrusted_key on License status, and the site runs as Starter until a re-issued licence is pasted.
• Every licence and revocation list names its key. Licences and the revocation list carry the ID of the key that signed them, and each is checked only against the trusted key it names, so a future key change can add a key instead of replacing one.
• The revocation list moved to a new address. It is now read from https://licenses.moodesk.io/crl/v2/revocations.json and refused unless it is signed by a trusted key. A site still using the previous default address is moved to the new one by the upgrade, which also discards the list it held.

Upgrade notes

Licences signed with the retired key must be replaced before upgrading

After the upgrade, a licence signed with the retired key shows untrusted_key on License status, and a site whose edition depends on it runs as Starter. Ask support@moodesk.io for a re-issued licence before upgrading, and paste it once the upgrade is done. A site running as Starter without a licence needs no action.

• Mailboxes that sign in with a password keep working as before. Authentication defaults to Password, and no OAuth 2 service is used until one is chosen for the mailbox. To move a mailbox to OAuth 2.0, choose the service and save the settings before connecting its system account, or connect the account again afterwards.
• The first poll after upgrading starts a one-time re-scan of each configured folder. It may continue across several polls. It reads the last 14 days only, so older mail that was never taken in does not become tickets now. Messages already taken in are recognised and skipped, and a message without a Message-ID that was already in the folder when the re-scan started is left alone. A re-scan also starts if a server renumbers a folder (its UIDVALIDITY changes), and that is recorded as the incident email_ingestion.cursor.uidvalidity_changed.

2.36.0 — 2026-10-01

Fixed

• A failed mailbox poll says why. The email_ingestion.imap.poll_failed incident and the scheduled task output used to read Error occurred for every connection failure. They now state the cause: the connection was refused, the certificate was rejected, the server does not offer STARTTLS, or the server's answer to a failed login.

Security

• Email ingestion supports STARTTLS. The Use SSL/TLS setting is replaced by Connection security, with three choices: SSL/TLS, STARTTLS and None. STARTTLS connects on the plain IMAP port (usually 143) and upgrades the connection to TLS 1.2 or 1.3 before logging in. If the server does not offer STARTTLS, the connection is refused rather than continued without encryption, and the server's certificate is checked against its host name.
• Messages reported above the size limit are skipped. mooDesk checks the size reported by the server before downloading the message body. A message reported larger than the new Maximum message size setting (10, 25, 50 or 100 MB; 50 MB by default) is not fetched: its headers are recorded in the email audit, the incident email_ingestion.message.oversized is raised, and the message is marked as processed so subsequent polls skip it.
• A mailbox polled without encryption is flagged. While email ingestion connects with Connection security set to None, the email ingestion settings show a warning, and System health lists the mailbox under Mailbox connection as Not encrypted. This is shown as configuration, not as an incident, and an unencrypted connection can still be selected.

Upgrade notes

• The upgrade keeps every mailbox connecting the way it did: Use SSL/TLS on becomes SSL/TLS, and off becomes None. A mailbox that was polled without encryption keeps working and now shows the warning described above. To switch a mailbox to STARTTLS, choose STARTTLS under Connection security and set the port your email provider gives for it.

2.35.0 — 2026-10-01

Changed

• Bulk actions show progress, and selected tickets stand out. While a bulk action is being applied, the Apply button reads Applying…. The bulk toolbar, the ticket checkboxes and Select all are disabled until it finishes, so a second click cannot send the same batch twice. If you come back to the list with the browser's Back button, the controls are enabled again. A ticket whose checkbox is ticked is now highlighted, both in the list and in the card layout used on smaller screens.
• The bulk toolbar stays in view. Once tickets are selected, the bulk toolbar stays pinned under the top bar while you scroll, so you can apply an action after selecting tickets at the bottom of the page without scrolling back up.
• Large bulk actions ask first. From 10 selected tickets, Apply asks for confirmation before it starts. Each ticket in the batch is updated and notified separately, so a large batch can take a while.
• A bulk action changes at most 30 tickets. If a request includes more than 30 tickets, it is refused before any ticket changes, and the list shows the message A bulk action can change at most 30 tickets at once. Nothing was changed. The ticket list shows 30 tickets per page and Select all selects only the current page, so a selection made in the list stays within the limit.
• Ticket sidebar layout. The ticket sidebar is wider (268 px instead of 244 px) on the ticket page and in the side drawer. The SLA card, which comes first in the sidebar and stays in place at the top of the drawer, now has a light shadow, so the cards that scroll beneath it are clearly separated from it.

2.34.0 — 2026-09-30

Security

• The REST API only accepts tokens issued by mooDesk Enterprise. A REST API call made without a token issued from mooDesk → API tokens is now refused with the error code api_token_unmanaged before the function does anything. This includes:

  • tokens created in Moodle's Site administration → Server → Web services → Manage tokens, even if they are bound to the moodesk_api service. Before this release, these tokens ran with their owner's capabilities and no scope restrictions;
  • calls made through Moodle's username/password web service entry point (/webservice/rest/simpleserver.php).

  mooDesk's own pages are not affected. They call the server with the signed-in user's browser session, not with a web service token.

Upgrade notes

Breaking change for integrations

An integration stops working after the upgrade if it authenticates with either of the following:

• a token created in Moodle's Manage tokens screen;
• a web service username and password.

To migrate an integration:

1. Open mooDesk → API tokens and issue a token for the same user the integration uses now, with the scopes its calls need. See API → Issuing a token.
2. Configure the integration with the new token, and check that its calls succeed.
3. Revoke the old token in Moodle's Manage tokens screen.

Integrations that already use tokens issued from mooDesk → API tokens need no changes.