Web-Help-Desk-Software Posted December 1, 2008 Author Posted December 1, 2008 Just a quick note to announce that the Web Help Desk Software is an official and proud sponsor of the EduGeek.net Mac Forum!!! We are honored to be a part of this community and hope to provide a valuable tool to all of the +10,000 members (congrats on that milestone stat, btw ) Cheers!
HodgeHi Posted December 3, 2008 Posted December 3, 2008 Has anyone got their free code yet? I am still waiting for mine.
featured_spectre Posted December 3, 2008 Posted December 3, 2008 as am i, I hope I do get the code as this software has already proved invaluable!
Geoff Posted December 3, 2008 Posted December 3, 2008 I got an email back almost straight away. Hi Geoff, Thank you for downloading Web Help Desk. Your FREE permanent Web Help Desk Lite one user license will come into effect at the end of your 30 Day trial. If you find that you need more licences, please do not hesitate to contact us, as we will be happy to quote you for any additional licence requirements. It is worth noting that we offer a 40% educational discount from our commercial price. I hope you will be very satisfied with your free helpdesk licence Regards, Andrew Stephen No code though :/
Web-Help-Desk-Software Posted December 3, 2008 Author Posted December 3, 2008 I got an email back almost straight away. No code though :/ Thanks everyone for your patience. At this time, the permanent key for the free help desk software is generated out of the States and vacation time around their Thanksgiving Holiday has push delivery a bit. They will be delivered within 48 hours. Thanks again for your patience! Web Help Desk
Web-Help-Desk-Software Posted December 3, 2008 Author Posted December 3, 2008 Thanks everyone for your patience. At this time, the permanent key for the free help desk software is generated out of the States and vacation time around their Thanksgiving Holiday has push delivery a bit. They will be delivered within 48 hours. Thanks again for your patience! Web Help Desk BTW - If you are on v9.1.12 or greater, the 30 day trial will auto-convert to the Free Edition after the 30 day trial. Folks who downloaded prior to v9.1.12 release will receive a key asap.
Web_Help_Desk_Supportster Posted December 5, 2008 Posted December 5, 2008 Hi Hodgehi, If you can send me an email to [email protected] letting me know the name of your company I can ensure you have been sent a license code. As prior to version 9.1.12 of Web Help Desk the codes have to be sent out manually. Regards Andrew Stephen, Web Help Desk Technical support
HodgeHi Posted December 5, 2008 Posted December 5, 2008 Sorry. I should have replied to say that i now have the license key. Thanks. I will look at this when i get back to work currently of ill at the moment.
featured_spectre Posted January 5, 2009 Posted January 5, 2009 well mine upgraded automatically. Isnt that nice!
craigg Posted January 8, 2009 Posted January 8, 2009 Just installed this to give it a try and i am getting HTTP Status 404 - Servlet WOServletAdaptor is not available type: Status report message: Servlet WOServletAdaptor is not available description: The requested resource (Servlet WOServletAdaptor is not available) is not available. Apache Tomcat/5.5.23 Any Ideas?
Web-Help-Desk-Software Posted January 8, 2009 Author Posted January 8, 2009 Just installed this to give it a try and i am getting HTTP Status 404 - Servlet WOServletAdaptor is not available type: Status report message: Servlet WOServletAdaptor is not available description: The requested resource (Servlet WOServletAdaptor is not available) is not available. Apache Tomcat/5.5.23 Any Ideas? Web Help Desk just released v9.1.16 last night and found a slight challenge with the Windows installer (Windows only; Mac & *nix installers are okay). Windows installer downloads have been temporarily reverted to the v9.1.15 install and will be resolved today. Sorry for any inconveniences. There were only a few minor enhancements and alterations injected into v9.1.16 (see the Web Help Desk Software Changelog), so if you can bare without these few updates for the day and you are on Windows, we appreciate your patience. If you installed the Windows installer for v9.1.16 (the challenged one) today, please go back to your download link and v9.1.15 will be available and simply run that install back over the other and all will be well! Thanks! Free Help Desk Software for Europe, Asia, and Africa. Free Help Desk Software for the Americas and Australia. Best Regards, Web Help Desk
DanW Posted January 8, 2009 Posted January 8, 2009 I'm installing this on a virtual *nix box and i've only installed the text based OS, how can i configure the helpdesk to the correct database ect.... Dan
Web-Help-Desk-Software Posted January 8, 2009 Author Posted January 8, 2009 (edited) I'm installing this on a virtual *nix box and i've only installed the text based OS, how can i configure the helpdesk to the correct database ect.... Dan, The database configuration is done through the web help desk UI after you start the application. But, since you don't have a GUI on the server, you will need to add your own machine to the PRIVILEGED_NETWORKS option in whd.conf file so you can access the DB update screen. There is a built-in FrontBase database for instant functionality. ...or you may odbc/jdbc your way to most any other vendor db. Once you logged into the Web Help Desk web-based UI as an administrator, you can follow the navigation tabs to Preferences > General > Database for external database configuration. P.S. The Web Help Desk Administrator's Guide will have more information on this subject and more. You can find a link to the Admin Guide at the bottom of the README.pdf file in your Web Help Desk app folder. Enjoy! Edited January 8, 2009 by Web-Help-Desk-Software typo
MK-2 Posted January 9, 2009 Posted January 9, 2009 (edited) Looking at different helpdesks and the demo of this does seem pretty clean and simple to use. Just wondering how are users brought in? Can this interact with active directory to get their names and logins at all? also, our senior management team would like to have an overview of the requests submitted (tech style) but also be able to submit requests as themselves. i would still be the only tech actually doing the work, but management would like to be able to log in and see all jobs to see what work is being submitted. is this possible or would this require the pro edition? **EDIT** I see on the site it says LDAP and AD Integration so I'll take that as an answer to my question. Any response on the management overview/supervisor role would be appreciated though, thanks Edited January 9, 2009 by MK-2 me reading the site would have saved this!
whd_guy Posted January 12, 2009 Posted January 12, 2009 Looking at different helpdesks and the demo of this does seem pretty clean and simple to use. Just wondering how are users brought in? Can this interact with active directory to get their names and logins at all? also, our senior management team would like to have an overview of the requests submitted (tech style) but also be able to submit requests as themselves. i would still be the only tech actually doing the work, but management would like to be able to log in and see all jobs to see what work is being submitted. is this possible or would this require the pro edition? **EDIT** I see on the site it says LDAP and AD Integration so I'll take that as an answer to my question. Any response on the management overview/supervisor role would be appreciated though, thanks Hi MK-2, This all depends on the amount of information that you want to be made available to your management team. You could make them 'Tech' users and restrict their permissions so that they only see tickets available to them, also disabling certain functionality so that they can't delete client users etc. This would obviously require Tech licenses to be purchased for each management user. Another approach is by using the Client Admin user types. Client Admins are still regular client users except they are also able to view tickets for their Locations/Departments. Client Admins can also (should you wish) submit tickets on behalf of other client users. They still use the simpler client interface however and do not require Tech licenses. The simplest option here is probably the Client Admin approach. You can also schedule ticket reports to be sent by email to clients/techs or even external email addresses. So should you not want management to see other clients' ticket information through the online interface, you could just set up some ticket reports and schedule them to email management every week or day. I hope this helps. You are correct about integration with AD, Web Help Desk can connect to multiple LDAP sources and synchronise periodically, pulling in the client user details into its database. Thanks, WHD_Guy
DanW Posted January 16, 2009 Posted January 16, 2009 well i managed to get my Help desk working now... thanks to the guys at BETT who pointed me in the right direction. Just need to figure out getting the LDAP part working now. Dan
Web-Help-Desk-Software Posted January 16, 2009 Author Posted January 16, 2009 well i managed to get my Help desk working now... thanks to the guys at BETT who pointed me in the right direction. Just need to figure out getting the LDAP part working now. Excellent Dan! For the LDAP bit, ping the BETT guys or PM "whd_guy". They can send you an informal document that guides you through Web Help Desk LDAP config. If you login as an Admin Tech and go to Clients > LDAP Connections > Connection Basics & Attribute Mappings, each field has mouse-over popup help that is quite detailed. Also here is an LDAP Toubleshooting Tool that works quite well when configuring the Web Help Desk Software. (FYI - WHD's Tech Support uses the very same tool) Enjoy! 1
whd_guy Posted January 16, 2009 Posted January 16, 2009 Hi Dan, The LDAP setup should be fairly straight forward but make sure you set the connection authentication to 'Simple' and enter the account details of an account in AD for authenticating like the following: Connection Account: accountid@yourdomain Connection Account Password: password_for_admin_account You don't need to fill out Group DN or Search filter unless you want to, as long as the base DN is ok WHD will pull in all Clients found beneath the OU in the Base DN. If you require any help with this, please feel free to email our support: [email protected] Thanks, WHD_Guy 1
DanW Posted January 16, 2009 Posted January 16, 2009 (edited) cheers guys ... getting this error message atm Encountered error(s) during synchronization: Roadrunner: Encountered error while attempting to retrieve LDAP records: [LDAP: error code 1 - 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 ] Users Base DN OU=Staff,OU=Base User OU Group DN DC=****,DC=****,DC=****,DC=sch,DC=uk Edited January 16, 2009 by DanW
Web-Help-Desk-Software Posted January 16, 2009 Author Posted January 16, 2009 cheers guys ... getting this error message atm Encountered error(s) during synchronization: Roadrunner: Encountered error while attempting to retrieve LDAP records: [LDAP: error code 1 - 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 ] Thought about taking it off-line and sparing the rest but they might find this interesting and useful for their own config. According to Tech Support: This looks like AD (Dan, can you confirm / deny?) Probably they need to not just put the domain in the Base DN, but include a sub container where the users are stored ie. (cn=Users, dc=mydomain, dc=com) instead of just dc=mydomain,dc=com ignore the () in the first example They need to check their AD tree and see where the users actually are also 1
DanW Posted January 16, 2009 Posted January 16, 2009 O_o how strange it works now. Thanks anyway guys Dan
ChrisP Posted January 20, 2009 Posted January 20, 2009 will this work with more that one domain? We have 3 on this site, if so how will it link with AD ?
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