FITS Compliant Web Based Helpdesk - ** RELEASED **

[Crispin]

Will updates still be provided to those who host themselves?

Also, after the years license is up, if we renew are we still able to receive upgrades or will we have to move over to the hosted service?

Cheers
Chris

[mrbios]

Every time someone attempts to log a support request i get an error along the lines of:

Server Error in '/' Application.
--------------------------------------------------------------------------------

The parameter 'address' cannot be an empty string.
Parameter name: address
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.ArgumentException: The parameter 'address' cannot be an empty string.
Parameter name: address

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

Stack Trace:


[ArgumentException: The parameter 'address' cannot be an empty string.
Parameter name: address]
System.Net.Mail.MailAddress..ctor(String address, String displayName, Encoding displayNameEncoding) +1107241
System.Net.Mail.MailAddress..ctor(String address) +8
OPSD._new1.btnAdd_Click(Object sender, EventArgs e) +6958
System.Web.UI.WebControls.Button.OnClick(EventArgs e) +111
System.Web.UI.WebControls.Button.RaisePostBackEven t(String eventArgument) +110
System.Web.UI.WebControls.Button.System.Web.UI.IPo stBackEventHandler.RaisePostBackEvent(String eventArgument) +10
System.Web.UI.Page.RaisePostBackEvent(IPostBackEve ntHandler sourceControl, String eventArgument) +13
System.Web.UI.Page.RaisePostBackEvent(NameValueCol lection postData) +36
System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +1565




--------------------------------------------------------------------------------
Version Information: Microsoft .NET Framework Version:2.0.50727.4952; ASP.NET Version:2.0.50727.4927

The incident is submitted, though no emails are recieved to notify us of the incidents

EDIT:
^^ the above is what happens when we the staff attempt to create a new ticket, this is what happens when teachers create one:

Server Error in '/' Application.
--------------------------------------------------------------------------------

The parameter 'to' cannot be an empty string.
Parameter name: to
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.ArgumentException: The parameter 'to' cannot be an empty string.
Parameter name: to

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

Stack Trace:


[ArgumentException: The parameter 'to' cannot be an empty string.
Parameter name: to]
System.Net.Mail.MailMessage..ctor(String from, String to) +1105239
OPSD._new.btnAdd_Click(Object sender, EventArgs e) +6596
System.Web.UI.WebControls.Button.OnClick(EventArgs e) +111
System.Web.UI.WebControls.Button.RaisePostBackEven t(String eventArgument) +110
System.Web.UI.WebControls.Button.System.Web.UI.IPo stBackEventHandler.RaisePostBackEvent(String eventArgument) +10
System.Web.UI.Page.RaisePostBackEvent(IPostBackEve ntHandler sourceControl, String eventArgument) +13
System.Web.UI.Page.RaisePostBackEvent(NameValueCol lection postData) +36
System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +1565




--------------------------------------------------------------------------------
Version Information: Microsoft .NET Framework Version:2.0.50727.4952; ASP.NET Version:2.0.50727.4927

Same issue when attempting to close a ticket

[ICTNUT]

Will updates still be provided to those who host themselves?

Also, after the years license is up, if we renew are we still able to receive upgrades or will we have to move over to the hosted service?

Cheers
Chris

No not at all, updates will still be provided to self hosted customers and upon renewal you will be given the option to move or stay as you are, or simply put business as usual.

[ICTNUT]

Every time someone attempts to log a support request i get an error along the lines of:


The incident is submitted, though no emails are recieved to notify us of the incidents

EDIT:
^^ the above is what happens when we the staff attempt to create a new ticket, this is what happens when teachers create one:


Same issue when attempting to close a ticket

This is becouae either the user who has updated the incident or the person the incident was created for does not have a valid email address or there is no support email address or reply to eamil address in the web.config file.

Please see here for more on this: OP SmartDesk Knowledge Base Article

[mrbios]

Ah i didn't have "<add key="Poller_Reply_Email" value="" />" set

That solves the "address" error, and i now know that the "to" error is because the user has no email address, problem is they get the option to create an incident before ever entering their email! (i am using LDAP authentication) so i need the login box to go to perfs.aspx automatically so it shows they need to put an email address in, rather than going to default.aspx.

I opened a support ticket with you yesterday if that's more useful than here

[mant01]

has the new update been released yet ??

[ICTNUT]

Ah i didn't have "<add key="Poller_Reply_Email" value="" />" set

That solves the "address" error, and i now know that the "to" error is because the user has no email address, problem is they get the option to create an incident before ever entering their email! (i am using LDAP authentication) so i need the login box to go to perfs.aspx automatically so it shows they need to put an email address in, rather than going to default.aspx.

I opened a support ticket with you yesterday if that's more useful than here

We have seen the support ticket and will update that also, we are aware of the issue surrounding staff being able to add incidents before adding an email address. This issue is being addressed in the next release where they will be forced to add an email address before they can do anything else. We did look into pulling this from LDAP but that is only of any use if you have MS Exchange in place or if you have the email attribute populated in Active Directory, so the only sure fire way to do this is within the software itself.

[ICTNUT]

has the new update been released yet ??

Should be next couple of days, just finishing putting the release together.

[mrbios]

We have seen the support ticket and will update that also, we are aware of the issue surrounding staff being able to add incidents before adding an email address. This issue is being addressed in the next release where they will be forced to add an email address before they can do anything else. We did look into pulling this from LDAP but that is only of any use if you have MS Exchange in place or if you have the email attribute populated in Active Directory, so the only sure fire way to do this is within the software itself.

that's excellent news, for now i have emailed all staff to enter their email address themselves, but it appears when they do that and i check their user profile after them entering it manually it hasn't saved the setting, is this a permissions thing or another issue?

Possibly being a bit hopeful, but would you be able to add an option for people with an exchange server to enable so that it could be pulled from active directory? Maybe as a future feature?

[ICTNUT]

Possibly being a bit hopeful, but would you be able to add an option for people with an exchange server to enable so that it could be pulled from active directory? Maybe as a future feature?

I don't see why not, it's a reasonable request.

[Tricks]

Should be next couple of days, just finishing putting the release together.

Is the new release available? Can only see v2.0.3780 at the moment.

Possibly being a bit hopeful, but would you be able to add an option for people with an exchange server to enable so that it could be pulled from active directory? Maybe as a future feature?

Yes this would be a big plus for us to. I'd be surprised if fair portion of secondary schools didn't run Exchange and would like this feature.

[Crispin]

Any news on the release yet? If I have to set another job to 'meduim' priority, the pedant in me is going to have a crisis...

[iScripter64]

Wow amazing nice script release mate

Kind Regards,
Nick.

[Edu-IT]

Any news on the release yet? If I have to set another job to 'meduim' priority, the pedant in me is going to have a crisis...

What's wrong with medium priority?

[Crispin]

What's wrong with medium priority?

Nothing. But 'meduim' is embarassing.