FITS Compliant Web Based Helpdesk - ** RELEASED **

[ICTNUT]

OK have worked out the MySQL problem and sorted it, seems like the Migration tool MySQL supplies did not migrate everything across.

 

Have posted up a new update v0.9.1b, so anyone who has downloaded the previous version please update.

 

See this post for full list of changes --> http://www.opsoftware.co.uk/forum/index.php/topic,24.0.html

[ICTNUT]

New release is out v0.9.2b.

 

This has a number of fixes in it mainly to do with the helpdesk logic and cosmetic looks over IE and Firefox.

 

A full changelog can be found here --> http://www.opsoftware.co.uk/forum/index.php/topic,29.msg40.html#msg40

 

You can download the helpdesk from here --> http://www.opsoftware.co.uk/pages/download.php

 

If you are using the helpdesk it is well worth sigining up to the forum and provide some feedback, without this I don't have any idea if to carry one with development or not, let me know what you think and if ther is anything you want included.

[plexer]

Will be trying it out later.

 

Ben

[Jake]

Loving it, got it all installed. It whined abit about the connector not working in 64bit windows, but got round that. I seem to have some gifs missing (small_tick and calendar), and the blue footer bar on some pages seems to move from the bottom to half way up, but all easily corrected.

 

Will definately be replacing our existing Liberum setup with this one.

[ICTNUT]

@Jake: if you could provide me with some screen shots for the missing images and the footer problem I can make sure it gets fixed in the next release.

 

I have yet to test this on 64Bit windows of any type as I do not have access to it but if you could let me know what you did to correct the problem you had I will post the solution on my forum so others can benefit from it also.

[Jake]

Sure thing. The 2 gifs which seem to be missing from my directory are small_tick.gif (wish I could remember where the hell I saw this now, I will have to hunt around and find out where I saw the missing icon) and calendar.gif (on the add new announcement page, seems to be looking for calendar.gif, I think it should be asking for the icon_event.gif)

 

The issue regarding 64bit was that the MySQL ODBC connector (3.51.16) doesnt work in 64 with IIS running in 64bit mode. According to MySQL this will be corrected in release 3.51.17, in the meantime though, I had no trouble running the helpdesk when I switched the IIS back into 32bit mode. So for now I will run IIS in 32bit until the next release of the connector.

 

(to switch IIS back into 32bit mode , go to Run and type>

 

cscript %SYSTEMDRIVE%\inetpub\adminscripts\adsutil.vbs SET W3SVC/AppPools/Enable32bitAppOnWin64 1

 

Swap the 1 for a 0 if you need to switch IIS back into 64bit)

[ICTNUT]

@Jake: Thanks for the update.

 

The small_tick.gif would have been in the admin area and yes I did do a change for the calendar button so it should indeed be looking for icon_event.gif.

 

I will make sure that these are included in the next release.

 

Thanks for the 64bit update I will add it to the support section of the forum on my site.

 

Many Thanks again.....

[Jake]

Pleasure to help where I can

[budgester]

I'm interested in the FITS compliant claim, in what ways is this FITS compliant ?

[ICTNUT]

On the Becta FITS website they have a section covering helpdesk and in particular logging support requests. They have supplied various Excel and Word documents in order to acheive this task and what I have done is mirrored these requirements into my Helpdesk.

 

The guys @ BECTA that deal with the FITS side of things have been contacted in order to check the helpdesk to ensure it is fully inline with the framework and nothing has been missed out, I am awaiting feedback at the moment.

 

The next stage is to implement SLA Management and Escalations which will extend the coverage of the Helpdesk within the FITS framework.

[CHR1S]

Right, I have almost got it sorted. If I make a new database with a default table but same name I can get to the point where it just needs the original DB. If I either do the stop sql copy supportSQL.mdf etc I get a suspect database.

 

Any pointers on how to get this working with MSSQL?

 

Thanks

 

Chris

[ICTNUT]

You need to go into the SQL enterprise manager right click on the databases node and select ATTACH DATABASE.

 

You will then need to point to where you have put the .MDF and .LDF files that came with the helpdesk zip file, this will then work although you will need to create an SQL user to use to connect to the database.

 

The way you are currently doing it is incorrect.

[CHR1S]

Thanks Mr Nut I did a good old google for it and that was the solution it came up with.. should have asked first really! As you can tell im pants with SQL

[ICTNUT]

No Probs :-)

[CHR1S]

Ok, when going to site admin I get -

 

Active Server Pages error 'ASP 0131' 

Disallowed Parent Path 

/help/admin/default.asp, line 1 

The Include file '..\incs\functions.asp' cannot contain '..' to indicate the parent directory. 

 

Mean anything to you?

[ICTNUT]

Take a look at this link --> http://www.opsoftware.co.uk/forum/index.php/topic,31.0.html

[CHR1S]

Thanks again

[f21970]

Hi there,

I've installed the Helpdesk as per instructions, but can't seem to connect to my SQL database (MS SQL Express 2005). I've created a user & given it full owner rights to the database and inserted the following lines in common.asp:

'MS SQL Connection

strCon = "driver={SQL Server};server=192.168.100.1;uid=mlh;pwd=helpdesk;Database=supportSQL"

strCon = "Provider=SQLOLEDB; Data Source=192.168.100.1; Initial Catalog=supportSQL; User ID=mlh; Password=helpdesk"

I get the following error message in IE:

Microsoft OLE DB Provider for SQL Server error '80004005'

 

[DBNETLIB][ConnectionOpen (Connect()).]SQL Server does not exist or access denied.

 

/$mlh$/main.asp, line 28

 

Please can you help me!! :?

[ICTNUT]

@ f21970: You question has been answered over at http://www.opsoftware.co.uk/forum/index.php/topic,36.msg65.html#new

[ICTNUT]

Hi All,

 

Just a quick on e to let you all know that the next release of the helpdesk is available for download.

 

users of the helpdesk that have mySQL as the backend database please ensure that you read the following -> http://www.opsoftware.co.uk/forum/index.php/topic,46.msg98.html#new before you upgrade.

 

As always feedback is requested either here or via the support forums -> http://www.opsoftware.co.uk/forum/

[ICTNUT]

Another feature packed release (0.9.4b) today that contains the following:

 

1 - Moved away from popup alert messages to inline html ones

 

2 - Managers / Admins now have the ability to view / add / update tasks of thier immeadiate staff

 

3 - Inline task descriptions have now been added, simply click on the task subject and the full description will appear underneath.

 

4 - Fully tested on IE6, IE7, FireFox, Opera

 

No database changes have been made so to upgrade it is a case of backup your current site, install this update into the same location as the old one, copy over you comon.asp file from the incs folder to the new one and away you go.

 

As usual please provide feedback on this release, the above changes have been requested by users and it is you that contiunes to drive the development of this software.

[marc2044]

Has anyone got a version of this software up and running that I can have a look at? Even screenshots on website aren't there.

 

Looking at various software, one of the techies is working on getting this up on test network but i'm impatient!!

 

Thanks.

[plexer]

I'm using it.

 

I'll do some screenies on monday if no-one else oblidges before.

 

Ben

[ICTNUT]

I'll have a fully working test version up on the web for monday, I willbe setting up over the weekend and willpost the link here then.

[projector1]

fantastic work keep it up!