FITS Compliant Web Based Helpdesk - ** RELEASED **

[Edu-IT]

Anyone ever has OPSD log them in, but then take them straight back to the login page despite them being logged in?

[vikpaw]

Anyone ever has OPSD log them in, but then take them straight back to the login page despite them being logged in?

Yes that's when you try to view a page you don't have access to.
E.g. Create an incident for yourself and follow the link in email. Takes you to user area but you're an admin or staff and can't see user area as they do. So it gives you a login page to authenticate as someone who is a user. I never actually tried logging in a a user at that point but I guess u just get the home screen as A.N.Other user wont have permission to view your incident.

[Edu-IT]

Yes that's when you try to view a page you don't have access to.
E.g. Create an incident for yourself and follow the link in email. Takes you to user area but you're an admin or staff and can't see user area as they do. So it gives you a login page to authenticate as someone who is a user. I never actually tried logging in a a user at that point but I guess u just get the home screen as A.N.Other user wont have permission to view your incident.

No this is when I first try to log in, as an admin.

[ICTNUT]

No this is when I first try to log in, as an admin.

So you went to the helpdesk site, clicked on login (top right) got to the login screen, logged in, them boom back to the login screen again?

or

Did you click on New Incident or Track Incidents on the from page first?

It is also worth noting the URL when this happens i will bet you that you will have the /Users/ directory in there somewhere, both tech Staff and Admins cannot access the user area and will be prompted to login with the correct credentials, hence the being logged in but still being asked to login.

I have added to the tracker to make this a little more obvious that you are trying to access an area that you do not have access to.

[Edu-IT]

It is also worth noting the URL when this happens i will bet you that you will have the /Users/ directory in there somewhere, both tech Staff and Admins cannot access the user area and will be prompted to login with the correct credentials, hence the being logged in but still being asked to login.

I have added to the tracker to make this a little more obvious that you are trying to access an area that you do not have access to.

Spot on.

[vikpaw]

So i was right then...?
Just used the wrong example.

[vikpaw]

Did anyone take the BETA yet? I haven't had the chance, as of course, now need to do it at end of day, since i'm in production environment.
Any news on single sign-on Oz? Is it on the tracker? i haven't checked thoroughly.

[plexer]

Latest beta seems fine so far for me today.

New chat feature is awesome.

Ntlm single sign on in tonights hopefully.

Ben

[Edu-IT]

BETA? What BETA?

[vikpaw]

BETA? What BETA?

Dude, ask Ozan to sign up for the BETA program. Then whenever a series of patches is applied, you can download and test the BETA version with the fixes. All the usual caveats apply, etc. You'll get emailed when one is released. Sorry if you knew that already just didn't get email. Anyhow...

Here's the latest:

- 0000319: [User Area] incident email : correspondence typo (ozanpakyuz) -
resolved.
- 0000318: [Admin Area] new quick link access level dropdown typo (ozanpakyuz)
- resolved.
- 0000316: [Admin Area] Notes order (ozanpakyuz) - resolved.
- 0000317: [User Area] Offline status (ozanpakyuz) - resolved.
- 0000276: [User Area] File attachment (ozanpakyuz) - resolved.
- 0000297: [Asset Manager] Duplicate asset tag can be used (ozanpakyuz) -
resolved.
- 0000292: [Admin Area] Staff Dashboard - No new incidents (ozanpakyuz) -
resolved.
- 0000298: [Admin Area] Notes - No date/timestamp (ozanpakyuz) - resolved.
- 0000307: [Staff Area] Placing a follow up date for an incident creates an
error (ozanpakyuz) - resolved.
- 0000274: [User Area] "Last Update" sorting (ozanpakyuz) - resolved.
- 0000305: [Staff Area] My incidents has incorrect last updater (ozanpakyuz) -
resolved.
- 0000303: [Admin Area] monitor.aspx - Doesn't coun't on hold incidents
(ozanpakyuz) - resolved.
- 0000281: [User Area] Save to Favorites (ozanpakyuz) - resolved.
- 0000279: [Admin Area] KB article keywords (ozanpakyuz) - resolved.
- 0000293: [User Area] Close incident from within reply section (ozanpakyuz) -
resolved.
- 0000286: [Admin Area] Closed Incidents (ozanpakyuz) - resolved.
- 0000291: [Admin Area] Notes - Editor (ozanpakyuz) - resolved.
- 0000282: [Admin Area] Incident queues typo (ozanpakyuz) - resolved.
- 0000067: [Admin Area] Ability to remove old users from the helpdesk
(ozanpakyuz) - resolved.
- 0000285: [Staff Area] assign support staff list (ozanpakyuz) - resolved.
- 0000273: [Admin Area] Email notification doesn't include application name
(ozanpakyuz) - resolved.
- 0000280: [Admin Area] Support DropBox code (ozanpakyuz) - resolved.

One additional update has been made to the Live Chat facility which is not
listed on the roadmap or changelog. This has moved that chat facility down to
the bottom of each page and maintains chat state of the chat windows when
navigating around the helpdesk. It is also much more user intuative. This only
bit that is not yet working is the online / offline status, this should be ready
in the next BETA.

There are database upgrades required so backup everything and run the upgrade
in the normal way.

Thanks for your continued support and testing.

Can someone please check if you can search from the incidents pages..there doesn't appear to be a search button, and it's not doing a live search, unless i just have too few calls and it's saying, duh, they are all in front of you already.

[ICTNUT]

If you would like to take part in the BETA program then PM me.

There are requirements that you will need to fulfill and I would strongly recommend that you srtup a testing helpdesk first so you can test the BETA release before you migrate into production.

Would be intresting to see how many people would like to do this

[plexer]

Vik: hmmm search doesn't seem to be working here either.

Ben

[ICTNUT]

Just tested on the demo site and search works as expected

Try it, goto the Active incidents page and enter the word test into the search box you should get 15 or so results

[plexer]

hmm it doesn't work for me at all, I typer in test hit enter and nothing changes.

Ben

[Edu-IT]

One additional update has been made to the Live Chat facility which is not
listed on the roadmap or changelog. This has moved that chat facility down to
the bottom of each page and maintains chat state of the chat windows when
navigating around the helpdesk. It is also much more user intuative. This only
bit that is not yet working is the online / offline status, this should be ready
in the next BETA.

Doesn't display on the main page. Is this intentional?

I've also found that toggling between status and who is online is a bit random? I assume the button which looks like a cog should be for setting status? If you click who's online it seems to flick between the two.