FITS Compliant Web Based Helpdesk - ** RELEASED **

[vikpaw]

I haven't taken this latest update, i'm waiting for the next one with the bug fixes in

To add my 2 cents worth, we actually quite like the fact that each response goes to the central group email, as we have it shared out to all techs. It means we all get updates, and anyone can respond to a request, even if the person on the case is busy.

We don't always read them all, mine just filter to a separate box in outlook, but at weekends when i'm the closest one to the site i can keep an eye on any updates. The IT Manager also, reads them after the fact to keep an eye on what's going on.

Certainly, the new method will result in much less email, but it kind of isolates all the cases.

Has this new version got the templates all working nicely, with the links working etc.? My version had the odd duff link showing up as "click on %% link %% to update this incident."

[Edu-IT]

I'm not sure about the tags. I was still having problems. Will check!

[randle]

In this release you should get an email when a request is sent to the 'main queue' waiting to be dealt with by somebody.

 

From that point, only the person who becomes the 'owner' of the case will get the updates.

 

Have you used the test options to confirm the mailbox can be connected to etc?

 

I don't have incoming polling setup yet as want to get outgoing mail working properly so am only referring to new requests and updates made via the website.

 

The owner does not get any email updates regardless.

 

The email behaviour appears to change fairly often in releases as I remember a few releases back that it used to be only the owner who got the update along with the requester however it then changed to the support email address getting all updates but now, if you're right, looks like it's back to the onwer only....I'm getting a little confused

 

Yes, as mentioned previously, the test shows that all is working ok.

[Jonah]

So if I understand you correctly what your saying is:

 

Room 1 - P1 - P2 - P3 - P4 - P5

Room 2 - P5 - P4 - P3 - P2 - P1

Room 3 - P1 - P2 - P3 - P4 - P5

Room 4 - P5 - P4 - P3 - P2 - P1

 

Is that correct? If so can we arrange a remote session so we can take a look and try to work out what is going on, we have not had any reports of anything like this and have alot of schools using the room booking system without any issue.

 

We are also having this issue - is there a fix available?

 

Cheers,

[ICTNUT]

We are also having this issue - is there a fix available?

 

Cheers,

 

We have a fix for this timetbale issue and has been tested by Edu-IT who has come back saying the issue seems resolved for him and is stable. This does not affect everyone though just seems to be the odd few.

 

Looking to have this patch ready either later today or first thing in the morning.

[jamesmay]

did an reinstall and it doesnt have the timetable issue at the moment, but we are going back through and repopulating it to the level it was to see if this is what causes a issue! Chat has completely disappeared though!

[ICTNUT]

I don't have incoming polling setup yet as want to get outgoing mail working properly so am only referring to new requests and updates made via the website.

 

The owner does not get any email updates regardless.

 

The email behaviour appears to change fairly often in releases as I remember a few releases back that it used to be only the owner who got the update along with the requester however it then changed to the support email address getting all updates but now, if you're right, looks like it's back to the onwer only....I'm getting a little confused

 

Yes, as mentioned previously, the test shows that all is working ok.

 

Hi randle,

 

You are indeed correct that the email folw has changed over the past few releases but this is to make the system as flexible as possible with this one moving the email from a sinlge account to that which support queue specific for the most flexible solution.

 

We have found an issue surrounding email being sent to groups on reply/update and this has been resolved, logging new requests generates an email as expected, a fix for this will be out either later today or first thing in the morning.

 

We have added additional test information to the SMTP and POP3/IMAP tests that will generate a wealth of information to help better track down localised email server issues, as we have come across sites that have had misconfigured email setup espcially Exchange 2010 and the Send As feature.

[ICTNUT]

Chat has completely disappeared though!

 

It has been disabled/removed in this release due to a security issue which we did not have time to fix, we hope to get it back in and fixed for the Jan 2013 release.

[jamesmay]

oh i really liked it, will have to get lync working properly now!

[ICTNUT]

will have to get lync working properly now!

 

Thats what we are looking to intgrate with

[Edu-IT]

Can you check out the tags thing. Some of my links are displaying as pure tags. I know this was mentioned up above by somebody else too, vikpaw I think?

[ICTNUT]

Can you check out the tags thing. Some of my links are displaying as pure tags. I know this was mentioned up above by somebody else too, vikpaw I think?

 

The only one tag that has an issue is {%% LINK %%}, this has been patched also.

[jamesmay]

reset the server that our copy lives on last night, back to the periods being the wrong way round. still today for the update?

[ICTNUT]

Hi All,

 

v2.3.999 has been released this morning and is available via your customer area - https://opsoftware.net/customers/

 

This is an interim upgrade to address a couple of issues raised surrounding email delivery and the resource manager, upgrades are carried out in the normal way and documentation can be found here: https://opsoftware.net/helpdesk/kbDetails.aspx?id=46

 

A change log can also be seen here: Change Log - OP Software Issue Tracker

 

We advise that everyone who has already upgraded to v2.3 should apply this upgrade, if you have yet to upgrade then go straight to this interim release as it contains all previous releases within it.

[jamesmay]

Has fixed our reversing room booking, but still no way of deleting timetabled sessions (our timetable is constantly in flux....)

[Edu-IT]

Has fixed our reversing room booking, but still no way of deleting timetabled sessions (our timetable is constantly in flux....)

That feature is on the roadmap, I asked recently. :-)

[ICTNUT]

Has fixed our reversing room booking, but still no way of deleting timetabled sessions (our timetable is constantly in flux....)

 

We will be testing this in the next few days. If all proves to be OK in testing will see if we can sort something out for you.

[jamesmay]

wicked thanks

[AshF]

Been playing around with the online demo of this and have been quite impressed, especially for the price point you're selling at. One thing that interests me is the custom fields. Is there a way a custom field could be defined as either a drop-down list or a radio button? The main reason I ask is that our current (elderly, homemade, abandonware) Ticketing system has a drop down list of locations, and also request sub-type (Software, Hardware, etc). Is the ability to define custom fields in that way something that's in the pipeline or easily doable? Or even a way to tie the location into the Asset tracking side?

 

Many thanks in advance, definitely interested in this product but obviously want to see if some of the existing features we're used to can be replicated in your system.

[ICTNUT]

Been playing around with the online demo of this and have been quite impressed, especially for the price point you're selling at. One thing that interests me is the custom fields. Is there a way a custom field could be defined as either a drop-down list or a radio button? The main reason I ask is that our current (elderly, homemade, abandonware) Ticketing system has a drop down list of locations, and also request sub-type (Software, Hardware, etc). Is the ability to define custom fields in that way something that's in the pipeline or easily doable? Or even a way to tie the location into the Asset tracking side?

 

Many thanks in advance, definitely interested in this product but obviously want to see if some of the existing features we're used to can be replicated in your system.

 

Hi AshF,

 

The ability to extend the custom fileds to drop-downs, radio buttons, checkboxes etc is a feature for v2.4 and is part of that roadmap. This will apply to both the support request and asset manager custom fields.

 

Currently support custom fields are linked to support queues and upon selecting a support queue the additional fields are displayed, with the asset manager the asset type triggers the custom fields. In each case the you can have an unlimited number of custom fields linked.

 

From v2.4 you will be able to link the asset to a support request allowing for previous asset histories and vice versa making a much more powerful tool alround.

 

Hope this helps, shout if you need any more info.

[chinesewhispers]

Has anyone applied the update and resolved the queue email problem? I now have the extra fields for the extra addresses, but the queue addresses ( we are not polling ) are still not getting notifications of new tickets.

[ICTNUT]

Has anyone applied the update and resolved the queue email problem? I now have the extra fields for the extra addresses, but the queue addresses ( we are not polling ) are still not getting notifications of new tickets.

 

Are you getting any emails generated?

 

Have you tested you outgoing SMTP settings? This can be done by going to Home -> Email Setup -> SMTP Settings -> Test

 

If your SMTP is OK you then need to check your From and Group email addresses linked to the support queues.

 

The from email address is where the email is sent back to if a user replies to an email generated by OPSD if you are not email polling then this should be a distribution group for the staff that handle that support queue.

The group email address is a distribution group for staff that look after that queue and any support emails generated by OPSD this group will be CC'd on.

 

The caveat to this is Exchange 2010 (and possibly Exchange 2007 too) where the email address/user account used to send email out, under your SMTP settings, MUST have send as rights on the from email address if these are different. If you are email polling then this will be the case and emails will not be sent and excahnge will simply delay and the drop the emails generated.

 

Shout me if you want to do a remote session so we can take a look at your settings.

[dblakeley]

Hello,

 

We've recently purchased OP SmartDesk from yourselves and are having a few teething issues with setting it up. When trying to add any Asset Sites, Locations, Suppliers, Manufacturers or Custom Fields; there doesn't appear to be any way to actually input any information. We're just greeted by a short introduction as to what each section is and/or will be used for.

 

The same is also occurring with the Print Manager section too.

 

Looking at previous patch notes they suggests these features are in fact operational but the pages we are viewing suggest they are not finished. Any ideas?

[Edu-IT]

Something isn't showing correctly for you. It should look like this. Those areas are definately finished.

 

Which browser?

 

Edited October 11, 2012 by Edu-IT

[dblakeley]

It does the same thing in Chrome, Firefox and Internet Explorer.