FITS Compliant Web Based Helpdesk - ** RELEASED **

[vikpaw]

Thanks for the reply at last. Hope things will pick up for you soon. I was falling into that category of users (and i haven't installed yet) that was losing faith a little.

 

I'm still interested in using the product but will have some issues with the hosted solution, i'd appreciate if you can email me so we can discuss options.

 

I'd love to stay involved with the project as i think it's really good, and i also believe that schools would be willing to pay a little extra if it means that you are better able to handle support, because your prices are extremely low.

[ICTNUT]

Thanks for the reply at last. Hope things will pick up for you soon. I was falling into that category of users (and i haven't installed yet) that was losing faith a little.

 

I'm still interested in using the product but will have some issues with the hosted solution, i'd appreciate if you can email me so we can discuss options.

 

I'd love to stay involved with the project as i think it's really good, and i also believe that schools would be willing to pay a little extra if it means that you are better able to handle support, because your prices are extremely low.

 

PM Sent

[farquea]

i think the first thing you need to do is address all the people in this thread who have paid for your product and support and who may be like us who have no working product and have had no support for the last few months.

 

Your product is obviously a great one and we would like to be able to use the new version we were told all about from yourself a while back. I had planned to use the new version and its impressive reporting features to put into a monthly service document to hand to my Senior Leadership Team in school, so it doesnt look good on me when i am unable to do this even though i had promised it would be available from the start of this academic year in september.

 

I think people would rather you just be honest, if its unlikely you can get the new version working to communicate this with your paying customers rather than ignoring their concerns and focussing solely on other aspects as you may find you end up with no customers in the end.

 

Either myself or my colleague will send you a pm to discuss our situation, it would be much appreciated if you could address it today.

 

Thanks.

[ICTNUT]

i think the first thing you need to do is address all the people in this thread who have paid for your product and support and who may be like us who have no working product and have had no support for the last few months.

 

Your product is obviously a great one and we would like to be able to use the new version we were told all about from yourself a while back. I had planned to use the new version and its impressive reporting features to put into a monthly service document to hand to my Senior Leadership Team in school, so it doesnt look good on me when i am unable to do this even though i had promised it would be available from the start of this academic year in september.

 

I think people would rather you just be honest, if its unlikely you can get the new version working to communicate this with your paying customers rather than ignoring their concerns and focussing solely on other aspects as you may find you end up with no customers in the end.

 

Either myself or my colleague will send you a pm to discuss our situation, it would be much appreciated if you could address it today.

 

Thanks.

 

We do have a fully working version that does work without issue, If i am honest I will await your PM to discuss your specific issue, however only last night I setup 3 trial sites on our servers for people in 10 mins all working and all in use. This does come back to the varying differences in local server setups that we have had to deal with and has been a problem.

 

I look forward to your PM

[mrbios]

Hi Ozan,

Currently we're hosting opsd ourselves, if we wanted to move over to a hosted service by yourself would this incur any extra costs?

 

I think it would benefit us to have it hosted with yourself if this is possible

[ICTNUT]

Hi Ozan,

Currently we're hosting opsd ourselves, if we wanted to move over to a hosted service by yourself would this incur any extra costs?

 

I think it would benefit us to have it hosted with yourself if this is possible

 

No there is no charge for moving over, we would just need to work with you to plan the migration in order to minimise downtime. Once you have migrated it would simply be the standard annual charge for the version you were using when your renewal was due.

[mrbios]

Ok, this may be a bit sudden, but if you have available time on friday could we do it then? Friday is an inset day here so we'll have no students around and teachers will be in trainin sessions all day. No worries if that is inconvienient though we can always aim for a later date.

[ICTNUT]

Ok, this may be a bit sudden, but if you have available time on friday could we do it then? Friday is an inset day here so we'll have no students around and teachers will be in trainin sessions all day. No worries if that is inconvienient though we can always aim for a later date.

 

what database backend are you using? MSSQL2005, 2008, 2008R2, Something else?

[mrbios]

MSSQL 2008R2

[ICTNUT]

MSSQL 2008R2

 

All we will need is a backup of your database as we have all the files here.

[mrbios]

All we will need is a backup of your database as we have all the files here.

 

I'm just submitting a support ticket with the database attached, surprising how well it compresses, only 582kb as a zip file

[ICTNUT]

I'm just submitting a support ticket with the database attached, surprising how well it compresses, only 582kb as a zip file

 

I have that, thanks.

 

I have just PM'd you.

[plexer]

Don't forget that anything submitted between now and then won't be in the hosted version or have you taken your onsite one offline?

 

Ben

[ICTNUT]

Don't forget that anything submitted between now and then won't be in the hosted version or have you taken your onsite one offline?

 

Ben

 

Good point. His site is up and running already just awaiting a change in data.

[Crispin]

So ETA for next patch is 2nd November? And I take it the patch that was going to be released has been added to v2.0.4000 instead?

[ICTNUT]

So ETA for next patch is 2nd November? And I take it the patch that was going to be released has been added to v2.0.4000 instead?

 

Yes the next upgrade is scheduled for Nov 2nd, and Ihave people testing this for us right now.

 

For those that are intrested the following link contains a list of changes due in v2.0.4000 - Change Log - OP Software BugTracker

[ICTNUT]

Just a quick update, today we have been having issues with emails going to opsoftware.co.uk and opsoftware.net due to BT changing our static IP addresses at the office without any notice, this seems to be resolved as we moved away from BT and emails are flowing again.

 

External Testers now have the main bulk of the Nov 2nd Release and are testing / reporting back so looking good on that front.

 

I'll keep you all posted.

[ICTNUT]

Just a quick update,

 

Testing is going really well for the v2.0.2400 release on Nov 2nd, feedback from external testers (live testing in schools) has been great and there are some nice additions coming including the first rollout of, yes you guessed it, the long awaitied asset management.

 

This is being tested as I write this and will be built upon over the next few months, with feedback from you of course.

 

We have launched a new feedback and ideas facility both on our website and our support site, simply click the orange leave feedback button on the left of the screen, leave your idea and lets brain storm

 

Look forward to seeing your ideas

[Tricks]

Are we looking good for the new release today?

[ICTNUT]

I am delaying the release untill the end of the week as we try to get as much of the asset management into this release.

 

We will definately have a release ready for Friday no matter what happens :-)

[Tricks]

I am delaying the release untill the end of the week as we try to get as much of the asset management into this release.

 

We will definately have a release ready for Friday no matter what happens :-)

 

Okay, thanks for the update. Will have a look Monday.

[ICTNUT]

Yeah it will be out on Friday (PM), we need to change a couple of things but mainly as OPSD is a hosted bit of software we created a Content Delivery Network where all required files and images are delivered from, however it still turns out that some schools have really bad internet connections and this has been causing issue so we are changing this so that files are local to the install.

 

This is the main reason for the delay.

[ICTNUT]

We are happy to announce the next release of OP SmartDesk v2.0.3958.31973.

 

Firstly a big thank you to all who have helped with testing this release, thanks :-)

 

This has been a long awaited release with many new features added as well as many fixes, a full list of new additions and fixes can bee seen here: Change Log - OP Software BugTracker

 

This release also has the first release of the Asset Management feature and we would welcome any and all feedback on this as you start to use it. Also in this release we see a major change to the way that the settings for OP SmartDesk are held, previously these were held in the web.config file but have now been moved to the database and can be changed via the admin area. Once you apply the upgrade please make sure you update your settings in this area first as they are NOT migrated as part of the upgrade.

 

You can download the latest release of the software from here: https://www.opsoftware.net/customers/ with full upgrade instruction which can be found here: OP Software Support Centre :: Knowledge Base

 

PLEASE NOTE: This upgrade is only for OP SmartDesk users, you cannot upgrade from My Little Helpdesk to OP SmartDesk using this upgrade. If you wish to upgrade your My Little Helpdesk installation contact us first as there is no direct upgrade path, however we can do the upgrade for you should you wish to retain your exisiting data.

 

Let us know how you get on or if you have any questions.

Edited November 7, 2010 by ICTNUT
version number added

[farquea]

On the new version is it possible to filter the Incident Tracking screen to only show a particular users calls rather than the entire open list of all calls assigned to all users?

This used to be possible in MLH so am i just missing it?

[ICTNUT]

On the new version is it possible to filter the Incident Tracking screen to only show a particular users calls rather than the entire open list of all calls assigned to all users?

This used to be possible in MLH so am i just missing it?

 

All the lists in OPSD are sortable on any of the columns so you would be able to group and display incidents based on the user.