FITS Compliant Web Based Helpdesk - ** RELEASED **

[vikpaw]

Not sure of the solution but I'm sure it was mentioned previously in this thread. Maybe you can find it in a thread search.

[jamesmay]

just got to wait for the new licence key to come back

[tomearnshaw]

Hi Vikpaw,

 

Have trawled through the entire thread and seen a few people with the issue but no definitive answer!

 

Cheers,

 

Tom

[vikpaw]

Sorry. I know had it ages ago. Then the last update caused it a lot. Tht there was a fix.

[ICTNUT]

Be good if i could actually download the release, everytime i click on download i'm prompted to login again. Cant log a support call online as i dont seem to have the option, call support and your asked to log a call online and call sales and it just rings, less than impressed!

@Tallwood_6 - Did you get the direct download I sent you? Still try to sort the issue with your account

[ICTNUT]

Hi All,

 

Hopefully somebody can help or point me in the right direction!

 

Have just started to set up 2.4 but are getting loops with emails.

 

I have setup a dedicated email account on Exchange (internal) and set OP Smartdesk to poll this account using the account set up in AD for this mailbox. This works fine but when I log a request I get the following issue.

 

If I ask a question in the case, it sends out a email fine and when I reply, the answer gets added to the case no problem. However, 10 minutes later, it gets added again. This happens every 10 minutes. If the case is closed, it will reopen it after 10 minutes. This happens until I delete the email. I can see that it has been polled as it is showing as read. Is there something I am missing or can I set something in Exchange to delete the email once it has been picked up?

 

Cheers in advance ;-)

 

Are you using POP3 or IMAP?

 

What version of Exchange is it?

Edited March 9, 2013 by ICTNUT

[Tallwood_6]

@Tallwood_6 - Did you get the direct download I sent you? Still try to sort the issue with your account

 

I'm afraid not, the attachment must have been too big for my hotmail account as well, i'm not sure if you could upload it elsewhere and forward me a link?

Desperate to get the helpdesk working with attachments which v2.4 looks to solve and is the main barrier to staff using it at the moment.

[ICTNUT]

OP SmartDesk v2.4.25

 

We have released the next version of OP SmartDesk to the public.

 

The release contains alot of updates and the release notes can be seen here.

 

Upgrade instructions can be found here, or you can book your remote upgrade by raising a support request here

 

v2.4 see the addition of 30 day onsite trials allowing you to try before you buy, the trial can be downloaded from here

 

OP SmartMonitor v2.0

 

We have also released a FREE web based network monitoring tool. This can be downloaded from here, with information on what it does here, and a few screenshots here.

 

Support for OP SmartMonitor is provided via the community forums here.

 

We look forward to all feedback on both these releases.

[ICTNUT]

I'm afraid not, the attachment must have been too big for my hotmail account as well, i'm not sure if you could upload it elsewhere and forward me a link?

Desperate to get the helpdesk working with attachments which v2.4 looks to solve and is the main barrier to staff using it at the moment.

 

Have PM'd you.

[ICTNUT]

Can I ask the same question as JamesMay as we are waiting for intergration with AD with SSO. Once you have this we will be buying OP smartdesk.

 

Thanks

 

@reggiep Intergration with AD has always been in there, SSO on the otherhand is another thing and to date has proven to be a challenge.

 

Can I ask what it is you expect SSO to do for you, in the sense of end users and tech staff? If you are going to use this as a means to get end users to use the helpdesk then you could do what a mojority of schools do and use the email polling faciity and simply let staff email in new requests and updates to exisiting ones.

 

This has the benefit of almost zero training.

Edited March 9, 2013 by ICTNUT

[vikpaw]

For us SSO is to remove the login barrier. Ldap lookup is good but still a hassle for staff. Seamless access to quickly see open tickets / updates is what they want.

it doesn't bother the IT staff who keep their browser open all week.

[ICTNUT]

For us SSO is to remove the login barrier. Ldap lookup is good but still a hassle for staff. Seamless access to quickly see open tickets / updates is what they want.

it doesn't bother the IT staff who keep their browser open all week.

 

The issues for us is not that we cannot provide SSO it is that the builtin .Net method will only work with IE, if you use any other browser you will still be prompted to login and not via the normal login page but a nasty little popup. We are trying to provide an SSO method that will allow for any internal browser to "just login" but if you are accessing from outside the school network to be rediredted to the original login page.

 

I 100% agree that SSO is a must but I don't want to provide half a solution, for me that is not a solution but a hack

 

We will do it, we just need to get it right.

[tomearnshaw]

Are you using POP3 or IMAP?

 

What version of Exchange is it?

 

It is Exchange 2010 on Server 2008 R2 using POP3 (have also tried IMAP).

 

OP Smartdesk picks up the mail but doesn't seem to mark it as read/delete.

 

I have just updated to 2.4.25 and exactly the same issue. OP Smartdesk uses the credentials of the mailbox owner to retrieve the emails (which works fine) and has full permissions/access.

 

Every time it polls, it either creates a new job or updates an existing...

 

Any ideas?

[vikpaw]

These are the release notes, i think, missing from your previous post OPSD v2.4 Upgrade Notes - OP Software User Forums

 

I like the new upgrade instructions, much clearer.

 

I just want to confirm something, as the instructions mention going to Services > Licenses & Services then picking an active key . . . I don't see any of this. I see My Services and then download/details. It lists Emerald from 7th March.

 

I've just downloaded 2_4_25 - is this the latest version of Emerald?

I haven't received any email notification of an new release yet.

 

Do i need to request a new licence now to go with this?

 

oh, by the way, https://opsoftware.net/helpdesk doesn't work anymore.

[ICTNUT]

These are the release notes, i think, missing from your previous post OPSD v2.4 Upgrade Notes - OP Software User Forums

 

I like the new upgrade instructions, much clearer.

 

I just want to confirm something, as the instructions mention going to Services > Licenses & Services then picking an active key . . . I don't see any of this. I see My Services and then download/details. It lists Emerald from 7th March.

 

I've just downloaded 2_4_25 - is this the latest version of Emerald?

I haven't received any email notification of an new release yet.

 

Do i need to request a new licence now to go with this?

 

oh, by the way, https://opsoftware.net/helpdesk doesn't work anymore.

@vikpaw Yes my bad missed the link

 

I have responded to your support ticket and you should have your license key now along with links to the v2.3 & v2.4 release notes and the upgrade instructions.

 

Yes v2.4.25 is the latest release.

 

Yes https://opsoftware.net/helpdesk/ is no longer active as we have consolidated everything in to one place for customers here https://opsoftware.net/customers/ this should help with finding things you need as it was one of the main comments made during our last round of customer feedback sessions.

[ICTNUT]

It is Exchange 2010 on Server 2008 R2 using POP3 (have also tried IMAP).

 

OP Smartdesk picks up the mail but doesn't seem to mark it as read/delete.

 

I have just updated to 2.4.25 and exactly the same issue. OP Smartdesk uses the credentials of the mailbox owner to retrieve the emails (which works fine) and has full permissions/access.

 

Every time it polls, it either creates a new job or updates an existing...

 

Any ideas?

@tomearnshaw - hmmm was kinda hoping you was going to say IMAP, MS Exchange support for IMAP is flaky at best and some people have had no issues with it while others have had to resort to POP3 or setting up another non Exchange email server just for OPSD, extreme I know !

 

However over the past couple of versions support for POP3 has become stronger with v2.3 not having any issues reported with POP3 so I am puzzled why you are getting this.

 

If you give me a couple of days I will sort out a debug version of the email polling so we can log each action and response from the server to see if we can narrow down what is happening on your server, that should give us a clue to resolving your issue.

[ICTNUT]

@tomearnshaw - hmmm was kinda hoping you was going to say IMAP, MS Exchange support for IMAP is flaky at best and some people have had no issues with it while others have had to resort to POP3 or setting up another non Exchange email server just for OPSD, extreme I know !

 

However over the past couple of versions support for POP3 has become stronger with v2.3 not having any issues reported with POP3 so I am puzzled why you are getting this.

 

If you give me a couple of days I will sort out a debug version of the email polling so we can log each action and response from the server to see if we can narrow down what is happening on your server, that should give us a clue to resolving your issue.

 

Have added the option to turn on logging to an external log file for the email poller, will test this over the next day or so to make sure it is logging correctly and then will let you have it.

 

Hopefully we can work out what is happening at your site

[tomearnshaw]

Have added the option to turn on logging to an external log file for the email poller, will test this over the next day or so to make sure it is logging correctly and then will let you have it.

 

Hopefully we can work out what is happening at your site

 

Thanks Ozan,

 

Email seems to be working now after updating to 2.4.25. I will do further testing tomorrow at school, but looking promising!

 

Regards,

 

Tom

[ICTNUT]

Thanks Ozan,

 

Email seems to be working now after updating to 2.4.25. I will do further testing tomorrow at school, but looking promising!

 

Regards,

 

Tom

@tomearnshaw - keep me updated one way or another

[Tallwood_6]

@tomearnshaw - keep me updated one way or another

 

Must say v2.4 seems to be a significant improvement, liking the dashboard and it can now handle email attachments and screenshots which was one of its previous failings.

 

Keep up the good work & if you could fix my login while your at it

[ICTNUT]

Must say v2.4 seems to be a significant improvement, liking the dashboard and it can now handle email attachments and screenshots which was one of its previous failings.

 

Keep up the good work & if you could fix my login while your at it

 

Thanks for the update and feedback => Off to fix your account.........

[Edu-IT]

What's the full version number of the latest 'stable' release?

[ICTNUT]

What's the full version number of the latest 'stable' release?

 

v2.4.25.

[jamesmay]

its stressing me out a little at the moment. I've had to rebuild due to a move into new build and it was a problem we were seeing before with email polling but worse now. its not taking any of the text from the body email and adding it into the support request, just the email subject. is there an easy fix in sql?

[Tallwood_6]

Thanks for the update and feedback => Off to fix your account.........

 

Ozan can you please either email over the latest patch OPSD v2.4.59, or fix our account so the download works? I have PM'd sent support an email and i'm still waiting.