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FITS Compliant Web Based Helpdesk - ** RELEASED **

ICTNUT

By ICTNUT
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ICTNUT

ICTNUT

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Posted
Ozan this is utter rubbish, I have tried both at home and with various different web browsers and every time I try and download the release I just get redirected to the login screen. We have had this issue since we purchased the helpdesk and I've lost count of the number of PM's I've sent you trying to get you to resolve it or to email me over a copy of the latest release, I've phoned and spoken to your colleague on sales on a number of occasions in the past expecting a call back with no avail.

I've stuck on v2.4.25 at the moment which we have had all sorts of issues with!

 

Just PM'd you.

tomearnshaw

tomearnshaw

Posted
Posted

Ozan,

 

The point is, a major component has been broken since April, a fix was said to be a matter of days away and yet we are now in November, EIGHT MONTHS LATER. Am I being unreasonable to expect this to be fixed in a product that my school has paid for in good faith? You also denied that it's broken, yet in the service case, you said it would be fixed, which is it?

 

Again, with the request to email the IT team when a resource is booked. You say this was never made, yet I requested this twice using your service desk over the course of 8 months, which is it?

 

If you are not insinuating that I am lying, am I mistaken? Did I imagine the emails from you?

 

Do you think it is reasonable to wait 8 MONTHS for a fix to something that was broken in a release? If a member of the SLT requested something at my school and I said it'll be sorted in a few days and then after 8 MONTHS it's still not fixed, how long do you think I could stay in the job after telling them they need to be realistic in the resolution time?

 

Don't worry about dialogue to resolve issues and requests, with very little time left on our years contract, we are looking elsewhere. We simply cannot continue with software that doesn't work as described/advertised and non existent support. If the answer to our problems is to start using beta software, then OP Smartdesk is not for me or my college. It's simply not worth the flak from users.

 

And from this thread, i'm not the only one...

synaesthesia

synaesthesia

Posted
Posted

Would probably suggest just keeping this private. For the record the support we've received (although not exactly needed a huge amount) has been excellent and the product including emails works wonders. This helpdesk has been the best of the bunch and has improved helpdesk use from staff with the email polling.

Emailing now to get a look at the beta :)

  • Thanks 1
ICTNUT

ICTNUT

Posted
  • Author
Posted (edited)

Hi All

 

For those of you using our BETA releases we have released another one today v2.5.1063, this can be downloaded via your customer accounts here: https://opsoftware.net/customers/

 

Release notes can be found here: OP SmartDesk Release Notes

 

There will most likely be 2 or 3 more BETA updates and we will be ready for a full release version to all. The next couple of BETAs will be purely to tidy up some loose ends ready for a full release.

 

If anyone is having any issues downloading the BETAs please email / PM me and I'll get you alternative access.

Edited by ICTNUT
  • 1 month later...
vikpaw

vikpaw

Posted
Posted

I'm on an old version, but it's stable, so i'm alright. v2.2.273.33240

So, we tried to get our printers to email us when they have an issue, this works okay, we fake their email. The next step was to send that email to the helpdesk, so it would just make a ticket automagically.

This didn't work due to the fake email, they would just show up as unknown to the system and missed.

 

I tried making a user for the printer, using that email. All of a sudden the polling service started to go funny. Not sure what was wrong, but emails sent in would no longer get picked up, replies would get lost and generally things were not happy.

 

Removing fake user account and clearing out the helpdesk inbox and all is golden again.

 

Strange and weird that it seemed to know i was trying to cheat it. I mean does it actually check to see if the email is real, or did it pick up an error when trying to send to that address and have a fit. Not sure, just thought i'd share. sharing is caring n'all. =]

 

We'll probably just set up a rule from a real user to forward the message to the helpdesk and it will be fine.

  • 4 weeks later...
vikpaw

vikpaw

Posted
Posted

Hi,

We're looking to upgrade to v2.4.59 15273 so we can take advantage of separately managed queues.

 

Can anyone advise on the setup of emails for the queues. At the moment we have one mailbox which is monitored and is the reply-address. A group of all techs is cc'ed every ticket.

 

The instructions [ https://opsoftware.net/forums/email-polling_topic35.html ] mention needing a group for each queue and a monitored mailbox plus a hidden queue.

 

Can we have multiple queues that circulate to multiple groups, and only 1 main reply-to that is polled, or does each queue need it's own monitored mailbox?

 

I'm really worried about creating loops and also after my previous mess around with printers as above, the polled inbox wouldn't clear, so it kept relogging the same incident / response despite the polling account having permissions over the mailbox. I know others have suffered with this sort of thing, and we don't have time to waste on it.

 

Ideally, we want all queue to work as they currently do apart from two. One will be dedicated for MIS related problems and one for site maintenance, each will need a separate distribution group.

  • 2 weeks later...
vikpaw

vikpaw

Posted
Posted

I thought you might have had it before you escaped, as it's not new, just the latest, been out for ages, plus you had a beta setup too.

Never mind, i'll have to risk it and revert to snapshot if it goes belly up.

  • 3 weeks later...
vikpaw

vikpaw

Posted
Posted

I don't think anyone comes here any more but just for posterity, we're still on v2.2.273.33240 and have email templates that show the link for the user to click. This sometimes just says {%% link %%} and resolves to have too many "http://"s in it.

 

Turns out it's because the template was marking it as an active link, but the code being injected was also putting in the href html tag, so just removing it and re-adding the tag as normal text fixed the issue on nearly all our templates.

 

Will be doing an upgrade soon to the latest version so will be sure to report back in case anyone is listening.

  • 2 weeks later...
vikpaw

vikpaw

Posted
Posted

So, who's on Amethyst?

WE ARE :peace: OP SmartDesk™ v2.5.7124.36073

 

What's Amethyst? It's the latest greatest version of OPSmartdesk - out on 9th March.

 

Just finished install and configure with a bit of assistance from @ICTNUT - Thanks Ozan

 

We now have a fancy shmancy dashboard, with separate queues for different groups, and reports and all sorts.

 

If you're a user check it out.

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vikpaw

vikpaw

Posted
Posted
Is anyone else here still using OPSD? I don't think anyone uses the OPSD forums, so if anyone here is on v2.5 i have a stupid question: where are the canned responses edited from?I just can't see it.
ICTNUT

ICTNUT

Posted
  • Author
Posted (edited)
Is anyone else here still using OPSD? I don't think anyone uses the OPSD forums, so if anyone here is on v2.5 i have a stupid question: where are the canned responses edited from?I just can't see it.

@vikpaw - if you go to the My Account page (little person icon, top right) and scroll to the bottom you will see them there, if you are an admin you will also see all other the other "personal" ones as well as create global ones for all.

 

We have had a meeting about this and it is a throw back to the old MyLittleHelpdesk days and has simply stuck there which really is not as user intuitive as what you would expect so we have moved it to it's own menu option under the Help desk Manager.

 

This is available in Mondays maintenance release so that should make it a little easier for you :-)

Edited by ICTNUT
Typo
  • Thanks 1
  • 1 month later...
vikpaw

vikpaw

Posted
Posted

Hey Guys,

Maintenance Release 2 is live and working really well.

Really impressed with the look and feel now, we've got multiple queues all with their own dedicated email boxes being polled. Work Orders going out for one.

The colourful call list is cool and the unread reply feature is really powerful.

  • 1 month later...
synaesthesia

synaesthesia

Posted
Posted

Allo,

 

Moved over to Office 365 and for some unknown reason all the jobs I put on as a test are constantly coming through to OPSmartdesk over and over and over again! Tried swapping from imap to pop3 but that's not helped :( Anything I should be looking at!

 

- - - Updated - - -

 

Allo,

 

Moved over to Office 365 and for some unknown reason all the jobs I put on as a test are constantly coming through to OPSmartdesk over and over and over again! Tried swapping from imap to pop3 but that's not helped :( Anything I should be looking at!

vikpaw

vikpaw

Posted
Posted

what version you on?

is the distribution email the same as the one that does the polling? this will do it.

or sometimes, just randomly, when emails didn't clear from the polled inbox it would do this, manually deleting them fixed it.

  • Thanks 2
ICTNUT

ICTNUT

Posted
  • Author
Posted
Allo,

 

Moved over to Office 365 and for some unknown reason all the jobs I put on as a test are constantly coming through to OPSmartdesk over and over and over again! Tried swapping from imap to pop3 but that's not helped :( Anything I should be looking at!

 

- - - Updated - - -

 

Allo,

 

Moved over to Office 365 and for some unknown reason all the jobs I put on as a test are constantly coming through to OPSmartdesk over and over and over again! Tried swapping from imap to pop3 but that's not helped :( Anything I should be looking at!

 

Very much second what @vikpaw has said, firstly what version of the software are you on??

ICTNUT

ICTNUT

Posted
  • Author
Posted (edited)
Cheers. on v2.3.999.31395

I'll take a look at that :)

 

Ahh OK that would explain it then :-) You are a few versions behind, current version is v2.5.8936 and we have totally changed that way that polling works.

 

I would recommend that you upgrade to the latest version as this will most likely resolve you problem.

Edited by ICTNUT
typo

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