FITS Compliant Web Based Helpdesk - ** RELEASED **

[Crispin]

The only problem I found with LDAP is that in the web.config file, the 'LDAP_security_group' setting is case sensitive, that's what caught me out!

[dfergusson]

Resolved this, seem cannot link other groups into helpdesk security group.

 

Does anyone know if you can get auto log in working or is that feature for future?

[randle]

I would prefer NTLM authentication also but apparently the current version of .net framework used does not support this so have no choice currently by the looks of it.

[dfergusson]

I would prefer NTLM authentication also but apparently the current version of .net framework used does not support this so have no choice currently by the looks of it.

 

That is a big shame, hoping in future there will be some way to do this, staff are so use to not having to log on.

 

Last question, is their way to customise the priority list. So we can have fewer options?

[Crispin]

I would prefer NTLM authentication also but apparently the current version of .net framework used does not support this so have no choice currently by the looks of it.

 

That's worrying, I was under the assumption it would be in a future release. That's the one thing that puts staff off using it...

[Crispin]

Last question, is their way to customise the priority list. So we can have fewer options?

 

I believe that this is being altered so users logging incidents have a 'default' priority level, however I'm not sure if there's a way to customize the number of priority levels at the moment.

[plexer]

You can't use nested groups so everyone that you wish to have access to it must reside in the group you have specified.

 

NTLM has been discussed and I'm hoping it will be making a comeback in a future version but no ETA atm.

 

Thanks.

 

Ben

[plexer]

I believe that this is being altered so users logging incidents have a 'default' priority level, however I'm not sure if there's a way to customize the number of priority levels at the moment.

 

You cannot change priorities atm.

 

In previous versions of MLH you could set a default priority level for calls but this is not apparent in SmartDesk at this time.

 

If you have any bug reports or feature requests pelase log them on the bug tracker.

 

Thanks.

 

Ben

[linkazoid]

I have been working with Ozan today to get our helpdesk working. Most things are except for email polling. Has anyone managed to get it working?

 

Michael

[Crispin]

Yeh after a long few months I've finally got polling working. My issue was only having IMAP enabled on our Exchange, but SmartDesk only supports POP3 at the moment. What seems to be the trouble?

[linkazoid]

Pop3 is enabled on our Exchange 2007, and I think I've set the web.config right, but when I send an email to [email protected] it does not create a ticket. I have the vbs in the correct folder with the scheduled task created but still nothing.

[Crispin]

Have you used the 'CheckEmail' feature on the server where the helpdesk is installed?

 

If you go to http://HELPDESKURL/wsemailpoll.asmx and click on 'CheckEmail', then click on 'Invoke', that should give you an error message you can work from...

[linkazoid]

Thanks I didn't know of that test.

 

I've tried it but I don't get an option to invoke. I've tried it from the server also.

 

Michael

[Crispin]

Hmm, well the test only works from the server it's installed on, I know that much. No idea why the options not appearing when testing it from the server though. Best get in contact with Ozan if you can.

[mant01]

Am I being thick or can I not print off a monthly report on jobs etc for my Line Manager ??

[plexer]

Am I being thick or can I not print off a monthly report on jobs etc for my Line Manager ??

 

Hi mant01 nope you're not being thick reports are not in the current release.

 

Ben

[mant01]

Hi mant01 nope you're not being thick reports are not in the current release.

 

Ben

 

Thanks Ben, I am assuming there will be reporting facility in the next release ?

[plexer]

Yes looking at some of the issues on the bug tracker it does mention 2a raft of reports" being available in the next release.

 

Ta.

 

Ben

[plexer]

OP Smartdesk now a hosted only service?

 

Ben

[ICTNUT]

OP Smartdesk now a hosted only service?

 

Ben

 

Yes that is correct for new customers hosted will be the only option available, exisiting customers will have the choice to move over to a hosted service or stay as they are.

[Crispin]

Will updates still be provided to those who host themselves?

 

Also, after the years license is up, if we renew are we still able to receive upgrades or will we have to move over to the hosted service?

 

Cheers

Chris

[mrbios]

Every time someone attempts to log a support request i get an error along the lines of:

Server Error in '/' Application.

--------------------------------------------------------------------------------

 

The parameter 'address' cannot be an empty string.

Parameter name: address

Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

 

Exception Details: System.ArgumentException: The parameter 'address' cannot be an empty string.

Parameter name: address

 

Source Error:

 

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

 

Stack Trace:

 

 

[ArgumentException: The parameter 'address' cannot be an empty string.

Parameter name: address]

System.Net.Mail.MailAddress..ctor(String address, String displayName, Encoding displayNameEncoding) +1107241

System.Net.Mail.MailAddress..ctor(String address) +8

OPSD._new1.btnAdd_Click(Object sender, EventArgs e) +6958

System.Web.UI.WebControls.Button.OnClick(EventArgs e) +111

System.Web.UI.WebControls.Button.RaisePostBackEvent(String eventArgument) +110

System.Web.UI.WebControls.Button.System.Web.UI.IPostBackEventHandler.RaisePostBackEvent(String eventArgument) +10

System.Web.UI.Page.RaisePostBackEvent(IPostBackEventHandler sourceControl, String eventArgument) +13

System.Web.UI.Page.RaisePostBackEvent(NameValueCollection postData) +36

System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +1565

 

 

 

 

--------------------------------------------------------------------------------

Version Information: Microsoft .NET Framework Version:2.0.50727.4952; ASP.NET Version:2.0.50727.4927

 

The incident is submitted, though no emails are recieved to notify us of the incidents

 

EDIT:

^^ the above is what happens when we the staff attempt to create a new ticket, this is what happens when teachers create one:

Server Error in '/' Application.

--------------------------------------------------------------------------------

 

The parameter 'to' cannot be an empty string.

Parameter name: to

Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

 

Exception Details: System.ArgumentException: The parameter 'to' cannot be an empty string.

Parameter name: to

 

Source Error:

 

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

 

Stack Trace:

 

 

[ArgumentException: The parameter 'to' cannot be an empty string.

Parameter name: to]

System.Net.Mail.MailMessage..ctor(String from, String to) +1105239

OPSD._new.btnAdd_Click(Object sender, EventArgs e) +6596

System.Web.UI.WebControls.Button.OnClick(EventArgs e) +111

System.Web.UI.WebControls.Button.RaisePostBackEvent(String eventArgument) +110

System.Web.UI.WebControls.Button.System.Web.UI.IPostBackEventHandler.RaisePostBackEvent(String eventArgument) +10

System.Web.UI.Page.RaisePostBackEvent(IPostBackEventHandler sourceControl, String eventArgument) +13

System.Web.UI.Page.RaisePostBackEvent(NameValueCollection postData) +36

System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +1565

 

 

 

 

--------------------------------------------------------------------------------

Version Information: Microsoft .NET Framework Version:2.0.50727.4952; ASP.NET Version:2.0.50727.4927

 

Same issue when attempting to close a ticket

Edited September 2, 2010 by mrbios

[ICTNUT]

Will updates still be provided to those who host themselves?

 

Also, after the years license is up, if we renew are we still able to receive upgrades or will we have to move over to the hosted service?

 

Cheers

Chris

 

No not at all, updates will still be provided to self hosted customers and upon renewal you will be given the option to move or stay as you are, or simply put business as usual.

[ICTNUT]

Every time someone attempts to log a support request i get an error along the lines of:

 

 

The incident is submitted, though no emails are recieved to notify us of the incidents

 

EDIT:

^^ the above is what happens when we the staff attempt to create a new ticket, this is what happens when teachers create one:

 

 

Same issue when attempting to close a ticket

 

This is becouae either the user who has updated the incident or the person the incident was created for does not have a valid email address or there is no support email address or reply to eamil address in the web.config file.

 

Please see here for more on this: OP SmartDesk Knowledge Base Article

[mrbios]

Ah i didn't have "" set

 

That solves the "address" error, and i now know that the "to" error is because the user has no email address, problem is they get the option to create an incident before ever entering their email! (i am using LDAP authentication) so i need the login box to go to perfs.aspx automatically so it shows they need to put an email address in, rather than going to default.aspx.

 

I opened a support ticket with you yesterday if that's more useful than here