I definately think that if you have a good, extensive library of articles in your KB then presenting possible articles before submitting the ticket would be helpful. It needs to be made clear to the user though that the articles may be helpful but that they can still submit their ticket. Then if it turns round that there is an article there already you can say look, here's the article. If you had have looked at this during the submission you could have saved time.
On some helpdesk systems that I've had to use for online providers I'm sure I've had to click on a check box to say I'd searched the k/b etc... maybe something like that thus if they say they've checked or read the solutions offered and you find they haven't then you can deploy the adjustment tool?
I've added a couple of other big ideas to the tracker if anyone wishes to feedback.
0000352: Automatic reminders - OP Software Issue Tracker
0000351: User / Staff tasks - OP Software Issue Tracker
I don't believe that they're duplicates.
since yesterday morning been getting an odd error on the active incidents page and also when a call is updated.
<- wont fill box with full dump.Invalid attempt to read when no data is present
Anyone had this. no changes, tuesday and thursday all was well. yesterday morning fine also, apparently, then this.
Thought it could be a windows update, but only installed one kb and uninstalling hasn't helped. No other obvious errors. Reboot didn't work.
Windows Server 2008, - same on IE / firefox / server or clients.
Wondered if it was linked to the number of open calls as we've just hit 30+, well, 9 open, 21 in progress.. and maybe that's a limit we've not hit before...
edit: no joy. can search for some items but not others. occasionally get a script error with same error message saying invalid read. googling implies it's to do with some kind of check to see if a row is returned, but there should definitely be data returned, so it's having a fit about something.
just playing now, and other incident pages work, but advanced search wont respond if i enter a space for searching, or if i look at in progress, so maybe i've clocked it. will try and put some calls on hold and see what happens.
Last edited by vikpaw; 20th March 2011 at 09:14 AM. Reason: addition
I notice a new reincarnation of the OPSD website. Nice work!
Blog is super slow to load though?
Blog loads up ok here there is a load of content coming in from other sources though facebook etc... maybe that's an issue for you?
Glad you like it though, have gone for the less is more look.
Doing so now
- sorry for delay, massively busy day today. replied to your email, as i don't understand why calls were logged with no ownerid. between sending you the data and receiving the fix, 4 tickets gained an id, that or you counted wrong :P
defo welcome the sub-domains as i can never remember where i'm going and for what. a single sign-in would be good, so that my account accesses, all my areas, i.e. purchase area, helpdesk, tracker, beta etc.
Last edited by vikpaw; 21st March 2011 at 03:05 PM.
Is ICTNut on holiday currently? Applied for a trial of Smartdesk a fortnight ago and heard nothing back other than an automated email - and multiple phone calls unanswered
I'll drop him an email too, in case you don't have info, though it should be on website..
synaesthesia (29th March 2011)
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