FITS Compliant Web Based Helpdesk - ** RELEASED **

[ICTNUT]

It doesn't look as if the system supports nested groups, eg staff1 is a member of staff_group, staff_group is a member of the helpdesk group. staff1 has to be a member of the helpdesk group directly.

 

-Ken

 

Hi Ken,

 

You are correct although we find this is a limitation of the .Net Framework.

[Tricks]

Think that may have been my problem, working now thanks

 

Look forward to the incident queues fix, also on the 'New Incident' page I don't get the description entry box. I think it's because my helpdesk url is in a sub directory called 'helpdesk'. Looking at the source it has '/fckeditor/...' rather than a relative URL.

 

 

By the way, I'm not too keen on the word Incident for a support job. Will there be the opportunity to modify things like this in the future?

[ICTNUT]

Think that may have been my problem, working now thanks

 

Look forward to the incident queues fix, also on the 'New Incident' page I don't get the description entry box. I think it's because my helpdesk url is in a sub directory called 'helpdesk'. Looking at the source it has '/fckeditor/...' rather than a relative URL.

 

 

By the way, I'm not too keen on the word Incident for a support job. Will there be the opportunity to modify things like this in the future?

 

Excellent good to see you got it working.

 

The software is always designed to be run as it's own site within IIS as this is the most problem free and easy way to get it running. I will log the issue with FCKEditor on our tracker with a view to getting a fix in the next release for you.

 

As the software is based on the FITS framework we have also taken the wording as this provides the best way to link to each.

 

We are looking at localisation of the software for those customer that use the software abroad and there maybe some scope in allowing word changes then however this is some way off.

[Crispin]

Oz, sorry if I'm being a thorn in your side but one suggestion I wanted to bring up:

 

Ability to decimalise the SLA time as at the moment I believe the minimum SLA is 1 hour.

 

We have two SLA's, one 5-15mins and one 15-30 minutes but as far as I can see I cant enter 0.25 hrs as the rule for example.

 

Perhaps something that could be added to the next release?

 

Thanks!

[ICTNUT]

Oz, sorry if I'm being a thorn in your side but one suggestion I wanted to bring up:

 

Ability to decimalise the SLA time as at the moment I believe the minimum SLA is 1 hour.

 

We have two SLA's, one 5-15mins and one 15-30 minutes but as far as I can see I cant enter 0.25 hrs as the rule for example.

 

Perhaps something that could be added to the next release?

 

Thanks!

 

A reasonable request which I have added to our tracker for inclusion in a future release: 0000093: Increase scope of SLA timimng - OP Software BugTracker

[ICTNUT]

New OPSD Pro & Lite versions released full info can be found here: OPSD New Version Released | OP Software - Solutions for Education

[linkazoid]

New OPSD Pro & Lite versions released full info can be found here: OPSD New Version Released | OP Software - Solutions for Education

 

AARGGHH I still can't install our pro version. Following the instructions at OPSD Instructions

 

Problems are:

 

Unable to change the owner name as per 9 on Attach the OPSD Database.

 

Once I think I have installed it - browsing to help.MYDOMAIN.com produces:

 

Directory Listing Denied

 

This Virtual Directory does not allow contents to be listed.

 

Can anyone help at some point tomorrow? maybe a quick phone call or remote in to see where i'm going wrong.

 

PM if you can help.

 

Michael

[Crispin]

What happens when you try and change the owner name?

 

What version of SQL are you running?

[linkazoid]

What happens when you try and change the owner name? - I don't get an option to change

 

What version of SQL are you running? - SQL 2005 Express on Server 2003 x64 - not R2

[ICTNUT]

What happens when you try and change the owner name? - I don't get an option to change

 

What version of SQL are you running? - SQL 2005 Express on Server 2003 x64 - not R2

 

Can you provide us with remote access, I can sort this for you in 10mins

 

I am sure you just missing something, PM me

[dave.81]

Oz i know you have been working really hard on getting the release out to everyone but i was wondering if there is a timescale on updating the hosted helpdesks? Just with us being on Easter break would be ideal time

[ICTNUT]

Oz i know you have been working really hard on getting the release out to everyone but i was wondering if there is a timescale on updating the hosted helpdesks? Just with us being on Easter break would be ideal time

 

We are slowly getting through the list, drop me a PM and we'll see what we can do for you.

[Tricks]

Updated and working here. Although not had any luck getting the email polling going yet though. Is there any way to do a test email poll and send a test email to confirm it's working (or give an error)?

 

Unfortunately the new update check doesn't work over our proxy so just causes a ~30 second page load delay.

Edited March 30, 2010 by Tricks

[ICTNUT]

Just as an update to Linkazoid's problem for some reason when the .Net Framework was installed it did not register the ASP.Net web extensions and therefore the site did not display, we have fixed this and he is a happy chappy

[linkazoid]

A Massive Thanks for Ozan for remoting in and setting ours up....

 

I'm now a happy bunny!

 

Michael

[ICTNUT]

Updated and working here. Although not had any luck getting the email polling going yet though. Is there any way to do a test email poll and send a test email to confirm it's working (or give an error)?

 

Unfortunately the new update check doesn't work over our proxy so just causes a ~30 second page load delay.

 

Re: email polling

 

We are putting up a KB article about this in the next few minutes.

 

Re: Upgrade notification

 

Does your server have direct access to the net?

 

If so you could put in a local proxy bypass for opsoftware.net and that should work

[Tricks]

Does your server have direct access to the net?

 

If so you could put in a local proxy bypass for opsoftware.net and that should work

 

Our internet is provided by the South West Grid for Learning (SWGfL), we use their proxy to gain internet access. We don't have any direct access to the internet, I'd imagine this isn't uncommon.

 

I don't know much trouble it is for you to make your .NET traverse a proxy but if you could at least reduce the time-out to a few seconds that would be appreciated.

[ICTNUT]

Our internet is provided by the South West Grid for Learning (SWGfL), we use their proxy to gain internet access. We don't have any direct access to the internet, I'd imagine this isn't uncommon.

 

I don't know much trouble it is for you to make your .NET traverse a proxy but if you could at least reduce the time-out to a few seconds that would be appreciated.

 

The time lag is the time it takes for the proxy to timeout out or send a response, that has nothing to do with .Net as it will just sit and wait.

 

I have logged a request on our tracker for further investigation.

[linkazoid]

Hi Ozan,

 

I'm back with my 1st Problem already

 

I have created a testuser and when I create a test incident and click send request. I recieve the following error.

 

An unexpected error occurred within the helpdesk. The helpdesk administrator has been informed and may contact you to dicuss this further

 

If I then go to track incident as the testuser - the job has been logged... any idea why this would happen?

 

EDIT:: I have also set the queue "Install Support" to not show, but it still shows when submitting a incident.

 

Michael

Edited March 30, 2010 by linkazoid
more problems

[Crispin]

Hi Ozan,

 

I'm back with my 1st Problem already

 

I have created a testuser and when I create a test incident and click send request. I recieve the following error.

 

An unexpected error occurred within the helpdesk. The helpdesk administrator has been informed and may contact you to dicuss this further

 

If I then go to track incident as the testuser - the job has been logged... any idea why this would happen?

 

Michael

 

I've just had the same problem. Check to make sure all your email settings are configured in web.config, especially the poller email and support email address.

 

You can get a more detailed error message by logging on to the helpdesk from the server itself.

 

ie. "http://localhost:81" for example.

[Crispin]

Have I gone mad or was there previously an option for adding bulk users in user management?

 

Can't seem to find it.

[ICTNUT]

Hi Ozan,

 

I'm back with my 1st Problem already

 

I have created a testuser and when I create a test incident and click send request. I recieve the following error.

 

An unexpected error occurred within the helpdesk. The helpdesk administrator has been informed and may contact you to dicuss this further

 

If I then go to track incident as the testuser - the job has been logged... any idea why this would happen?

 

EDIT:: I have also set the queue "Install Support" to not show, but it still shows when submitting a incident.

 

Michael

 

Security of the software has been stepped up abit in that if you get an error generated on the helpdesk it will show a default error page and not scare the life out of the user

 

If you access the helpdesk from the server itself then a fully detailed message will be displayed, if you can get that as a screenshot and email it to me as it may have sensative information in it I will take a look at let you know what to do.

[Tricks]

Are you not able to bypass their proxy aswell?

 

We use essex's upstream proxy

 

Would they not have a solution? It may be worth asking them.

 

We used to have an unfiltered proxy but it was removed some time ago and no longer available. However it was my impression that OPSD wasn't designed to use a proxy, rather than this being a filtering issue.

Edited March 30, 2010 by vikpaw
security issue in quote

[ICTNUT]

Have I gone mad or was there previously an option for adding bulk users in user management?

 

Can't seem to find it.

 

Yes there was but it did nothing as we have not implemented it yet, this is still in testing and should not have been visible in the first place.

[Tricks]

I have created a testuser and when I create a test incident and click send request. I recieve the following error.

 

An unexpected error occurred within the helpdesk. The helpdesk administrator has been informed and may contact you to dicuss this further

 

I've had a similar problem. I get the error "System.ArgumentException: The parameter 'to' cannot be an empty string. Parameter name: to", and the stack trace refers System.Net.Mail.MailMessage, so it would seem it's an email issue but not sure what to do about it.