FITS Compliant Web Based Helpdesk - RELEASED

dfergusson · December 15, 2011

On the next update, which has more updates on the booking system? I'm wondering would there be separated section for booking out cameras and projectors in it?

ICTNUT · December 15, 2011

On the next update, which has more updates on the booking system? I'm wondering would there be separated section for booking out cameras and projectors in it?

There is no real distinction between rooms and resources so in the same way you add a room you can add a resource and have it booked out.

dfergusson · December 15, 2011

There is no real distinction between rooms and resources so in the same way you add a room you can add a resource and have it booked out.

Ahh what fought you might say that.

Would be nice to see in a future update, the option to create multiple booking systems. So when you click on resource manager if you only have one booking system in place then it goes to the default, but if you created multiple booking system then when you click on resource manager then you get select booking system that been created.

For us that would be Room booking, Camera Booking, and Flip Cameras Booking and so on to give it organise and simple as possible for staff, having all this under one booking sheet will be confusing to our staff.

The other thing I’m not sure if it already possible is to view booking information without logging on.

ICTNUT · December 15, 2011

Ahh what fought you might say that.

Would be nice to see in a future update, the option to create multiple booking systems. So when you click on resource manager if you only have one booking system in place then it goes to the default, but if you created multiple booking system then when you click on resource manager then you get select booking system that been created.

For us that would be Room booking, Camera Booking, and Flip Cameras Booking and so on to give it organise and simple as possible for staff, having all this under one booking sheet will be confusing to our staff.

That would be do'able and will add it to the tracker for inclusion in a future release.

The other thing I’m not sure if it already possible is to view booking information without logging on.

Not at present as the room booker is driven by the user who is logged on, however it would not take much work to create a read only view of the booking system in the same way that we have the helpdesk projector/screen over view. Will add this to the tracker as a feature request also.

ICTNUT · January 6, 2012

Hi All,

We thought we would give you a bit of an update on how v2.2 of OP SmartDesk is coming along.

We released v2.2 to our BETA testing team on tuesday this week and so far feedback has been very good which means we are on course for general release of v2.2 at the end of the month.

So what has been done in the version I hear you all shout ;-)

The following items have been fixed / added:

- 0000422: [Admin Area] Adding / Editing Announcements (ozanpakyuz) - resolved.

- 0000421: [Admin Area] Editing KB Cats (ozanpakyuz) - resolved.

- 0000420: [user Area] Popular KB Articles RSS Feed (ozanpakyuz) - resolved.

- 0000401: [Admin Area] SLA (ozanpakyuz) - resolved.

- 0000415: [staff Area] Update Stock (ozanpakyuz) - resolved.

- 0000374: [user Area] Custom text on login screen (ozanpakyuz) - resolved.

- 0000391: [Admin Area] Re order quick links (ozanpakyuz) - resolved.

- 0000419: [staff Area] KB Category Descriptions (ozanpakyuz) - resolved.

- 0000418: [staff Area] Auto insert KB tags (ozanpakyuz) - resolved.

- 0000414: [staff Area] Install consumable (ozanpakyuz) - resolved.

- 0000416: [Admin Area] Removal of tags (ozanpakyuz) - resolved.

- 0000409: [user Area] Home page layout (ozanpakyuz) - resolved.

- 0000413: [Admin Area] Sorting users alphabetically on-load (ozanpakyuz) - resolved.

- 0000417: [user Area] Front page layout (ozanpakyuz) - resolved.

- 0000385: [Admin Area] sub categories problem (ozanpakyuz) - resolved.

- 0000345: [user Area] Email to contain staff name (ozanpakyuz) - resolved.

- 0000412: [staff Area] Order notes by date - newest at top (ozanpakyuz) - resolved.

- 0000150: [Admin Area] Pull timetable information from SIMS (ozanpakyuz) - resolved.

- 0000407: [staff Area] Notification of added notes (ozanpakyuz) - resolved.

- 0000411: [Admin Area] Ability to trun off live stats (ozanpakyuz) - resolved.

- 0000399: [staff Area] Canned responses show pure HTML (ozanpakyuz) - resolved.

- 0000405: [staff Area] Inserting a canned response after typing custom reply (ozanpakyuz) - resolved.

- 0000400: [Admin Area] emailpoll.aspx (ozanpakyuz) - resolved.

- 0000158: [staff Area] Bulk Actions (ozanpakyuz) - closed.

- 0000379: [Asset Manager] Link asset custom fields to all types (ozanpakyuz) - closed.

- 0000352: [Admin Area] Automatic reminders (ozanpakyuz) - closed.

- 0000408: [staff Area] Indication of button toggle (ozanpakyuz) - closed.

The online tracker can be found here - http://tracker.opsmartdesk.com/

Other items added that are not on the tracker:

Network Environment Monitoring

A new environment monitoring system has been added which will allow temperature, humidity, light, and airflow /pressure readings to be logged within the helpdesk via remotely connected hardware sensors. You can set low and high thresholds which when met will trigger email notifications and log calls directly to the helpdesk. v2.3 should see the inclusion of SMS notifications also.

The data produced by the sensors can be viewed in real-time in a graphed output or you can drill down to a moment in time from the past 12 months.

The hardware sensors can be purchased directly from us here https://www.opsoftware.net/Content/Offers.aspx and are simply a case of plug and play.

Local Data Storage

A new data storage facility has now been added which will remove the requirement for a full blown SQL Server to be setup. If you site has 100 users or less then this will be ideal and makes OP SmartDesk even easier to install as it will work right out of the box.

New Installation Tool

We have put together a new installtion tool that will check your file and folder permissions for you, set up your database (local or remote), import base data, create your initial admin account, and get you up and running quickly and easily. This is a vast improvment on the previous installer and again should see you up and running nice and quickly.

Auto Closing of Support Requests

A new auto close feature has been added that will allow you to specify after a period of inactivity the request be closed with email notifications being sent out.

Email Templates

You can now edit the content of emails sent out from OP SmartDesk. This is not just limited to support requests as all emails can be editied, including Printer stock control, SLA notifications, and support requests. Alot of people have asked for this and here it is [biggrin]

POP3 and IMAP Email Account Polling

You can now poll both POP3 and IMAP email account using normal and secure (SSL) ports. This is required if you wish to use either GMail or Microsofts' Live@Edu service for emailing into the helpdesk.

Outgoing Email Server Settings

The outgoing email server settings have been moved out of the web.config file and into the admin area of OP SmartDesk. This has been done to allow more flexability in order to setup non defualt our going SMTP ports and to allow the use of SSL. This is required if you wish to use either GMail or Microsofts' Live@Edu service for sending email out the helpdesk.

SPECIAL OFFER STILL ON

Don't forget we are still offering the by a 2 year license get the third year free, thats 3 years of support and upgrades for just £500 with ZERO restrictions in the use of the software.

As you can see we have been busy over the last month or so trying to bring you all the updates you asked for. We look forward to the end of the month and the release of v2.2 to you.

Edu-IT · February 3, 2012

Are there any plans to include any options to create/manage change requests within OPSD?

synaesthesia · February 17, 2012

Is there something wrong we're doing to upload assets via the upload tool?

Snippet of the top 3 lines of our CSV....

tag,purchasedate,conditionid,locationid,supplierid,manufid,modelnumber,serialnumber,typeid,siteid,warrantystart,warrantyend,warrantyprovider

,2011-06-01,2,60,6,7,i3-2100,,3,1,2011-06-01,2016-06-01,Us

Gives us either a Input string was not in a correct format or Process in use error (it's not in use our end)

If I take out the headers (it says column headers not required) we get no error at all but it doesn't upload anything either.

Oddly, if we look at the sites, the starting asset tag is increasing so *something* appears to be going in!

Edited February 17, 2012 by synaesthesia

plexer · February 17, 2012

Are there any plans to include any options to create/manage change requests within OPSD?

Yes change management is in the works.

Ben

ICTNUT · March 27, 2012

Hi All,

Today sees the release of OP SmartDesk v2.2 (Diamond), customers can access this download from their customer accounts here - https://www.opsoftware.net/customers/

This release has a number of new features, streamlining of exisiting workflows and a number of bug fixes - More information can be found on our change log here - Change Log - OP Software Issue Tracker

So what has been done in the version I hear you all shout ;-)

The following items have been fixed / added:

- 0000422: [Admin Area] Adding / Editing Announcements - resolved.

- 0000421: [Admin Area] Editing KB Cats - resolved.

- 0000420: [user Area] Popular KB Articles RSS Feed - resolved.

- 0000401: [Admin Area] SLA - resolved.

- 0000415: [staff Area] Update Stock - resolved.

- 0000374: [user Area] Custom text on login screen - resolved.

- 0000391: [Admin Area] Re order quick links - resolved.

- 0000419: [staff Area] KB Category Descriptions - resolved.

- 0000418: [staff Area] Auto insert KB tags - resolved.

- 0000414: [staff Area] Install consumable - resolved.

- 0000416: [Admin Area] Removal of tags - resolved.

- 0000409: [user Area] Home page layout - resolved.

- 0000413: [Admin Area] Sorting users alphabetically on-load - resolved.

- 0000417: [user Area] Front page layout - resolved.

- 0000385: [Admin Area] sub categories problem - resolved.

- 0000345: [user Area] Email to contain staff name - resolved.

- 0000412: [staff Area] Order notes by date - newest at top - resolved.

- 0000150: [Admin Area] Pull timetable information from SIMS - resolved.

- 0000407: [staff Area] Notification of added notes - resolved.

- 0000411: [Admin Area] Ability to trun off live stats - resolved.

- 0000399: [staff Area] Canned responses show pure HTML - resolved.

- 0000405: [staff Area] Inserting a canned response after typing custom reply - resolved.

- 0000400: [Admin Area] emailpoll.aspx - resolved.

- 0000158: [staff Area] Bulk Actions - closed.

- 0000379: [Asset Manager] Link asset custom fields to all types - closed.

- 0000352: [Admin Area] Automatic reminders - closed.

- 0000408: [staff Area] Indication of button toggle - closed.

The online tracker can be found here - http://tracker.opsmartdesk.com/

Other items added that are not on the tracker:

Responsive User interface

The user fontend has been re-designed to use a more responsive layout and now fully supports HTML5 & CSS3, what does this mean?

Well the software now knows what device is being used to view it so if you use a mobile, tablet (iPad, etc) or desktop the interface adapts to fit without loss if information on screen or ease of use.

With v2.3 the staff and admin areas will also use this new responsive design making OP Smartdesk truely portable without having to install additional addons and the added administration that brings.

Network Environment Monitoring

A new environment monitoring system has been added which will allow temperature, humidity, light, and airflow /pressure readings to be logged within the helpdesk via remotely connected hardware sensors. You can set low and high thresholds which when met will trigger email notifications and log calls directly to the helpdesk. v2.3 should see the inclusion of SMS notifications also.

The data produced by the sensors can be viewed in real-time in a graphed output or you can drill down to a moment in time from the past 12 months.

The hardware sensors can be purchased directly from us here https://www.opsoftware.net/Content/Offers.aspx and are simply a case of plug and play.

New Installation & Upgrade Tools

We have put together a new installtion tool that will check your file and folder permissions for you, set up your database, import base data, create your initial admin account, and get you up and running quickly and easily. This is a vast improvment on the previous installer and again should see you up and running nice and quickly.

Auto Closing of Support Requests

A new auto close feature has been added that will allow you to specify after a period of inactivity the request be closed with email notifications being sent out.

Email Templates

You can now edit the content of emails sent out from OP SmartDesk. This is not just limited to support requests as all emails can be editied, including Printer stock control, SLA notifications, and support requests. Alot of people have asked for this and here it is

POP3 and IMAP Email Account Polling

You can now poll both POP3 and IMAP email account using normal and secure (SSL) ports. This is required if you wish to use either GMail or Microsofts' Live@Edu service for emailing into the helpdesk.

Outgoing Email Server Settings

The outgoing email server settings have been moved out of the web.config file and into the admin area of OP SmartDesk. This has been done to allow more flexability in order to setup non defualt our going SMTP ports and to allow the use of SSL. This is required if you wish to use either GMail or Microsofts' Live@Edu service for sending email out the helpdesk.

SPECIAL OFFER STILL ON

Don't forget we are still offering the by a 2 year license get the third year free, thats 3 years of support and upgrades for just £500 with ZERO restrictions in the use of the software.

As you can see we have been busy over the last month or so trying to bring you all the updates you asked for. We look forward to your feedback as usual.

dfergusson · March 28, 2012

- 0000150: [Admin Area] Pull timetable information from SIMS - resolved.

How do you go about making use of pull timetable from SIMS?

Thanks

Darren

vikpaw · March 28, 2012

Thanks. Please share the upgrade procedure, or is it part of the download.

I'm guessing there is a change to the routine if some data is now out of the web.config , also there are certain folders that need to be preserved, or at least there used to be.

randle · April 27, 2012

Has anyone else been having problems with outgoing mails? I'm using the LA SMTP server which doesn't require authentication. I haven't been able to send emails out from the helpdesk since upgrading which is a complete PITA as no-one knows I've updated their requests.

When testing Outgoing mails from the helpdesk I get the message "NoSupportedAuth" and the log simply says "Error: None of the specified authentication methods is supported by the server."

The server is currently sending out emails from Symantec BE using the same details so I know the SMTP route is fine which means surely this has to be the helpdesk settings somewhere!?

Incoming mails also are not being automatically deleted after being polled meaning the request is constantly updated with the same message leading to a massive ticket unless the mail is manually deleted. I'm baffled as this worked fine before the upgrade!

Edu-IT · April 30, 2012

Has anyone else been having problems with outgoing mails? I'm using the LA SMTP server which doesn't require authentication. I haven't been able to send emails out from the helpdesk since upgrading which is a complete PITA as no-one knows I've updated their requests.

When testing Outgoing mails from the helpdesk I get the message "NoSupportedAuth" and the log simply says "Error: None of the specified authentication methods is supported by the server."

The server is currently sending out emails from Symantec BE using the same details so I know the SMTP route is fine which means surely this has to be the helpdesk settings somewhere!?

Incoming mails also are not being automatically deleted after being polled meaning the request is constantly updated with the same message leading to a massive ticket unless the mail is manually deleted. I'm baffled as this worked fine before the upgrade!

Had this issue myself. Do you have your own mail server on site?

randle · April 30, 2012

Right ignore this one. Turns out the SMTP server I use (LA) is the culprit here. I'm currently using an alternative SMTP server and all's working as expected. After sorting out the outgoing route, inbound mails started getting cleared again. Looks like I need to have a chat with the ol LA....

Edu-IT · April 30, 2012

Right ignore this one. Turns out the SMTP server I use (LA) is the culprit here. I'm currently using an alternative SMTP server and all's working as expected. After sorting out the outgoing route, inbound mails started getting cleared again. Looks like I need to have a chat with the ol LA....

Exact same issue here. In the end I ended up not using their relay and just passed emails through our internal Exchange. It didn't make sense to route emails out and back in again anyway...

randle · April 30, 2012

Exact same issue here. In the end I ended up not using their relay and just passed emails through our internal Exchange. It didn't make sense to route emails out and back in again anyway...

I agree that it seems pointless but have no exchange server onsite so have no choice unfortunately.

Edu-IT · April 30, 2012

I agree that it seems pointless but have no exchange server onsite so have no choice unfortunately.

Oh no that's understandable! Was just saying in our case we could work around it.

rihatums · May 6, 2012

Hi Ozan,

I thought this was opensource as you had mentioned, this looks good - will see if we can get a trial download or check out the prices..

Thanks

vikpaw · May 7, 2012

Hi Ozan,

I thought this was opensource as you had mentioned, this looks good - will see if we can get a trial download or check out the prices..

Thanks

OP SmartDesk - Helpdesk, Asset Management, Network Management & Resource Management - All In One

Is anyone out there on Diamond yet? Any issues?

vikpaw · May 30, 2012

Can Diamond handle two week timetables from SIMS?

plexer · May 30, 2012

Room booking is not implemented.

Ben

vikpaw · May 30, 2012

Room booking is not implemented.

Ben

OMG I thought it was coming 2 releases ago. I figured, having fixed the issue with pulling timetable info from SIMS, meant it was ready to go. I've been promising this feature for a year now!

Edu-IT · May 30, 2012

OMG I thought it was coming 2 releases ago. I figured, having fixed the issue with pulling timetable info from SIMS, meant it was ready to go. I've been promising this feature for a year now!

It'll be here for September, I believe! :-)

randle · May 31, 2012

Has anyone else had problems re-arranging email templates in the latest release?

I've been modifying my email templates but in doing so massive spaces have started appearing between lines and removing them leads to completely random results and in most cases even more blank lines inserted at random places. Now the templates look very sloppy and people are missing email updates thinking that the email's blank. I've tried modifying the html code directly but this makes no difference when the "Update template" button is clicked.

Edu-IT · June 3, 2012

Has anyone else had problems re-arranging email templates in the latest release?

I've been modifying my email templates but in doing so massive spaces have started appearing between lines and removing them leads to completely random results and in most cases even more blank lines inserted at random places. Now the templates look very sloppy and people are missing email updates thinking that the email's blank. I've tried modifying the html code directly but this makes no difference when the "Update template" button is clicked.

Instead of using just enter, use shift and enter. It's to do with the WYSIWYG editor.

FITS Compliant Web Based Helpdesk - RELEASED

Recommended Posts

dfergusson

ICTNUT

dfergusson

ICTNUT

ICTNUT

Edu-IT

synaesthesia

plexer

ICTNUT

dfergusson

vikpaw

randle

Edu-IT

randle

Edu-IT

randle

Edu-IT

rihatums

vikpaw

vikpaw

plexer

vikpaw

Edu-IT

randle

Edu-IT

Create an account or sign in to comment

Create an account

Sign in

Recent Threads

Confirm acknowledgement of parental consent requirement for the Additional Google services

Lenovo Tablet Firmware

Outloook 365 - Classic

Home

Forums

What's New

FITS Compliant Web Based Helpdesk - ** RELEASED **

Recommended Posts

Create an account or sign in to comment

Create an account

Sign in

Recent Threads

FITS Compliant Web Based Helpdesk - RELEASED