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Scripts Thread, FITS Compliant Web Based Helpdesk - ** RELEASED ** in Coding and Web Development; When a new request is added, when any are updated etc. For us, in releases prior to the latest version, ...
  1. #1096
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    When a new request is added, when any are updated etc. For us, in releases prior to the latest version, emails were also sent to the support email group when a request was updated too...regardless, no email is sent when a new request is raised.

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    Quote Originally Posted by randle View Post
    When a new request is added, when any are updated etc. For us, in releases prior to the latest version, emails were also sent to the support email group when a request was updated too...regardless, no email is sent when a new request is raised.
    In this release you should get an email when a request is sent to the 'main queue' waiting to be dealt with by somebody.

    From that point, only the person who becomes the 'owner' of the case will get the updates.

    Have you used the test options to confirm the mailbox can be connected to etc?

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    Just reinstalled to sort out the period numbering issues but I've just noticed I no longer have chat...

  4. #1099

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    Is it turned of in the settings?

    Ben

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    yup its turned on, have turned it off, then on, restarted iis etc

  6. #1101

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    I haven't taken this latest update, i'm waiting for the next one with the bug fixes in
    To add my 2 cents worth, we actually quite like the fact that each response goes to the central group email, as we have it shared out to all techs. It means we all get updates, and anyone can respond to a request, even if the person on the case is busy.
    We don't always read them all, mine just filter to a separate box in outlook, but at weekends when i'm the closest one to the site i can keep an eye on any updates. The IT Manager also, reads them after the fact to keep an eye on what's going on.
    Certainly, the new method will result in much less email, but it kind of isolates all the cases.
    Has this new version got the templates all working nicely, with the links working etc.? My version had the odd duff link showing up as "click on %% link %% to update this incident."

  7. #1102

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    FITS Compliant Web Based Helpdesk - ** RELEASED **

    I'm not sure about the tags. I was still having problems. Will check!

  8. #1103
    randle's Avatar
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    Quote Originally Posted by Edu-IT View Post
    In this release you should get an email when a request is sent to the 'main queue' waiting to be dealt with by somebody.

    From that point, only the person who becomes the 'owner' of the case will get the updates.

    Have you used the test options to confirm the mailbox can be connected to etc?
    I don't have incoming polling setup yet as want to get outgoing mail working properly so am only referring to new requests and updates made via the website.

    The owner does not get any email updates regardless.

    The email behaviour appears to change fairly often in releases as I remember a few releases back that it used to be only the owner who got the update along with the requester however it then changed to the support email address getting all updates but now, if you're right, looks like it's back to the onwer only....I'm getting a little confused

    Yes, as mentioned previously, the test shows that all is working ok.

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    Quote Originally Posted by ICTNUT View Post
    So if I understand you correctly what your saying is:

    Room 1 - P1 - P2 - P3 - P4 - P5
    Room 2 - P5 - P4 - P3 - P2 - P1
    Room 3 - P1 - P2 - P3 - P4 - P5
    Room 4 - P5 - P4 - P3 - P2 - P1

    Is that correct? If so can we arrange a remote session so we can take a look and try to work out what is going on, we have not had any reports of anything like this and have alot of schools using the room booking system without any issue.
    We are also having this issue - is there a fix available?

    Cheers,

  10. #1105
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    Quote Originally Posted by Jonah View Post
    We are also having this issue - is there a fix available?

    Cheers,
    We have a fix for this timetbale issue and has been tested by Edu-IT who has come back saying the issue seems resolved for him and is stable. This does not affect everyone though just seems to be the odd few.

    Looking to have this patch ready either later today or first thing in the morning.

  11. #1106

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    did an reinstall and it doesnt have the timetable issue at the moment, but we are going back through and repopulating it to the level it was to see if this is what causes a issue! Chat has completely disappeared though!

  12. #1107
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    Quote Originally Posted by randle View Post
    I don't have incoming polling setup yet as want to get outgoing mail working properly so am only referring to new requests and updates made via the website.

    The owner does not get any email updates regardless.

    The email behaviour appears to change fairly often in releases as I remember a few releases back that it used to be only the owner who got the update along with the requester however it then changed to the support email address getting all updates but now, if you're right, looks like it's back to the onwer only....I'm getting a little confused

    Yes, as mentioned previously, the test shows that all is working ok.
    Hi randle,

    You are indeed correct that the email folw has changed over the past few releases but this is to make the system as flexible as possible with this one moving the email from a sinlge account to that which support queue specific for the most flexible solution.

    We have found an issue surrounding email being sent to groups on reply/update and this has been resolved, logging new requests generates an email as expected, a fix for this will be out either later today or first thing in the morning.

    We have added additional test information to the SMTP and POP3/IMAP tests that will generate a wealth of information to help better track down localised email server issues, as we have come across sites that have had misconfigured email setup espcially Exchange 2010 and the Send As feature.

  13. #1108
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    Quote Originally Posted by jamesmay View Post
    Chat has completely disappeared though!
    It has been disabled/removed in this release due to a security issue which we did not have time to fix, we hope to get it back in and fixed for the Jan 2013 release.

  14. #1109

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    oh i really liked it, will have to get lync working properly now!

  15. #1110
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    Quote Originally Posted by jamesmay View Post
    will have to get lync working properly now!
    Thats what we are looking to intgrate with

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