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FITS Compliant Web Based Helpdesk - ** RELEASED **

ICTNUT

By ICTNUT
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Edu-IT

Edu-IT

Posted
Posted (edited)
If support requests are sent via email then does the person sending the support request need to have a user account? Also is there any sign of AD integration? Edited by Edu-IT
ICTNUT

ICTNUT

Posted
  • Author
Posted

from version 0.9.7 if an email is sent via email the following will happen:

 

The MyLittleHelpdesk Gateway server "LiveAlert" will poll an email account to see if any neww emails have come in.

 

If an email is there 2 checks are made

1 - Is there an exisiting valid support request ref in the subject line, if there is simply update that request in the normal way and issue any required email updates.

2 - If a support ref does not exist then a check on the sender email address against the user list is done, if the email exisits a new support request is added for that user and emails are sent out or the email is placed in a holding area and the helpdesk admin(s) is/are notified.

 

As it stands for full automation the users will need to exisit in the helpdesk if they wish tojust send an email in.

 

With reagrds to AD intergration it is a good chance that this will be in the next release also but there are still a few kinks to iron out.

Edu-IT

Edu-IT

Posted
Posted
With reagrds to AD intergration it is a good chance that this will be in the next release also but there are still a few kinks to iron out.
Great! :)

 

I've been playing with the online demo and it's a really good system.

ninjabeaver

ninjabeaver

Posted
Posted

Hi Ozan,

 

I'm stuck on Step 2

 

I get this error message come up.

 

Active Server Pages error 'ASP 0131' 

Disallowed Parent Path 

/mlh/install/mysql.asp, line 1 

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

 

I have seen this error earlier in this thread, but the link to it just leads to your website and I can get no further.

 

Using the .96b release here with MySql. I also got the same error with MSSQL2005 Express.

 

Cheers,

  • 2 weeks later...
benIT

benIT

Posted
Posted

This helpdesk looks fantastic!!

 

Where can it be downloaded, the links in the begining of this thread, just go to the route of the website - help :)

thank you

Edu-IT

Edu-IT

Posted
Posted (edited)

You need to sign up first.

 

However in order for you guys to get it for free you will need to fill out this form -> here <- so as to ensure that only those in education do actually get it for free.
I've just been looking on the website and notice that 0.9.7b is in BETA. What new features are included with this release? Also has MLH Live Alert been released? I don't think I can see the screenshots for that without registering on the MyLittleHelpdesk forum. Edited by Edu-IT
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ICTNUT

ICTNUT

Posted
  • Author
Posted (edited)

0.9.7b is indeed in BETA and is with testers at the moment.

 

The following is currently included in this:

 

- Pre Defined Responses are now available when closing a request.

- Helpdesk admins can now assign requests to other staff.

- Request Details can now be added to all outgoing notification emails .

- New reformatted support request print layout.

- New Ability to perform mass actions on multiple requests, merge requests, assign multiple Requests to single staff, mass update priority and status.

- Added support for MS Access 2003 as a database backend

- PDA and Smartphone support now added.

- PDF formatting has been fixed.

- New "On Hold" status added for when you are waitin on 3rd parties.

 

These are currently being tested:

 

- AD/LDAP intergration

- Link with "Live Alert"

 

The online demo has all of the above features already so if you fancy a play ......

 

Should have 0.9.7b out at the end of Mar 08

 

Live Alert is the Gateway service for MyLittleHelpdesk and will handle all of the SLA escalations and email polling, this is still in early BETA but I hope to have this available at the end of April 08

Edited by ICTNUT
Edu-IT

Edu-IT

Posted
Posted (edited)

Thank you for the update. :)

 

If you take feature requests then it would be nice to be able disable certain aspects of the system, such as downloads.

Edited by Edu-IT
ICTNUT

ICTNUT

Posted
  • Author
Posted

Yes I do accept feature requests ;-)

 

It has been asked a few times to have the ability to disable certain parts of the helpdesk, hiding them from view.

 

It is on the "To Do" list but it's importance is low, priority after the.7 release is the ability to skin the helpdesk to your own design. Once this has been released then I will look into all the other requests that have come in.

Abaddon

Abaddon

Posted
Posted
I'll admit first off that I'm a bit of a dunce when it comes to IIS.. is there a quick guide to getting this running from a freshly installed server, to include IIS configuration? I've been trying for a couple of days now, and just get pages of "not found" errors.. I know I'm missing something obvious!
Lithium

Lithium

Posted
Posted (edited)

:D Thanx, downloaded and now gone bald :)

 

When adding new tickets:

 

ADODB.Fields error '800a0ea5' 

Fields update failed. For further information, examine the Status property of individual field objects. 

/helpdesk/incs/functions.asp, line 330

 

 

Ideas? it worked previously in the older version, 0.9.4, using the same email settings - CDOSYS (Windows Server 2003)...

 

Had another error before as well about: Incorrect Integer " something something 'addedbyid'

 

but it seems to have just vanished (unless its preceeded by the adodb.fields error...

 

 

#-----------

Solved now :)

 

Only required if your SMTP port is not set to use port 25

 

I needed to specify the port, even though we are using port 25.

Edited by Lithium
ICTNUT

ICTNUT

Posted
  • Author
Posted

Oppps Imean't to change the wording on that.

 

CDOSYS and CDO have been giving me problems recently and I have decdied to drop support for CDONTS (Windows 2000) as this just seems to have really started to play up.

 

With so many free alternatives on the market it shouldnot impact on many people, these email changes will take effect from the .7 release.

  • 4 weeks later...
Edu-IT

Edu-IT

Posted
Posted
0.9.7b is indeed in BETA and is with testers at the moment.

 

The following is currently included in this:

 

- Pre Defined Responses are now available when closing a request.

- Helpdesk admins can now assign requests to other staff.

- Request Details can now be added to all outgoing notification emails .

- New reformatted support request print layout.

- New Ability to perform mass actions on multiple requests, merge requests, assign multiple Requests to single staff, mass update priority and status.

- Added support for MS Access 2003 as a database backend

- PDA and Smartphone support now added.

- PDF formatting has been fixed.

- New "On Hold" status added for when you are waitin on 3rd parties.

 

These are currently being tested:

 

- AD/LDAP intergration

- Link with "Live Alert"

 

The online demo has all of the above features already so if you fancy a play ......

 

Should have 0.9.7b out at the end of Mar 08

 

Live Alert is the Gateway service for MyLittleHelpdesk and will handle all of the SLA escalations and email polling, this is still in early BETA but I hope to have this available at the end of April 08

Has the 0.9.7b version been released? I've looked on your website and I can see that it's being used for the online demo.

  • 2 weeks later...
Edu-IT

Edu-IT

Posted
Posted
When LDAP integration is included with MLH will it be possible for administrators to create new tickets on behalf of another user? For example, if Billy Jones calls to report a fault with his printer will it be possible for the person managing the helpdesk to log the call under Billy Jones' name rather than their own?
ICTNUT

ICTNUT

Posted
  • Author
Posted
@Edu-IT, you can do this as standard with MLH regardless if LDAP Auth, NTLM, or forms authentication is used. :)

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