FITS Compliant Web Based Helpdesk - ** RELEASED **

[ICTNUT]

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.

 

You need to ensure that your email settings are set correctly in the web.config file, the following article will show you what must be filled in and with what.

 

OP SmartDesk Knowledge Base Article

[Tricks]

You need to ensure that your email settings are set correctly in the web.config file, the following article will show you what must be filled in and with what.

 

OP SmartDesk Knowledge Base Article

 

I've realised the problem, on the first login of an LDAP authenticated user it doesn't pull their email address over. Could this be added next update please?

 

I really appreciate your efforts supporting this promising helpdesk solution, you could save a lot of work by handling errors better though. For example, simply telling the user/admin they don't have an email address set so we can deal with it, rather than bother you with trivial problems.

Edited March 30, 2010 by Tricks

[linkazoid]

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.

 

It still displays the same message no extra details... Should I be accessing it differently? I have tried localhost:85 also

 

Michael

[ICTNUT]

Okay I've realised the problem, on the first login of an LDAP authenticated user it doesn't pull their email address over. Could this be added next update please?

 

Yes that is correct, the reason it was dropped was due to the wide ranging way that schools setup thier email addresses and was a real issue under MLH.

 

We are actively looking into ways to pull the email address out of AD in order to pre populate this upon first login.

[Tricks]

We are actively looking into ways to pull the email address out of AD in order to pre populate this upon first login.

 

It may be completely different in .NET but when I used to write PHP scripts that did LDAP queries to AD there was a field just called 'mail' that held the users email address.

[ICTNUT]

It may be completely different in .NET but when I used to write PHP scripts that did LDAP queries to AD there was a field just called 'mail' that held the users email address.

 

Yes that is provided you have an AD intergrated email server like Exchange, not all schools have this and we have even had some that just use plain old googleMail and this is where the problem steps in.

[Tricks]

Yes that is provided you have an AD intergrated email server like Exchange, not all schools have this and we have even had some that just use plain old googleMail and this is where the problem steps in.

 

For those that use Exchange it would be a big plus. At the moment I wouldn't be happy making the helpdesk live to staff as it will confuse more than it helps. I could do a SQL query to popular email addresses based on usernames but that's useless till they have logged in once.

[Crispin]

For those that use Exchange it would be a big plus. At the moment I wouldn't be happy making the helpdesk live to staff as it will confuse more than it helps. I could do a SQL query to popular email addresses based on usernames but that's useless till they have logged in once.

 

We have gotten one of our admin staff to enter users in manually. She started a couple of hours ago and has almost entered all 200 of our staff.

 

Perhaps that would be a viable alternative if you have any admin/typing staff willing to pick up some data entry?

[Tricks]

We have gotten one of our admin staff to enter users in manually. She started a couple of hours ago and has almost entered all 200 of our staff.

 

Perhaps that would be a viable alternative if you have any admin/typing staff willing to pick up some data entry?

 

I'm thinking of exporting a list of staff and doing a bulk import via SQL. I assume if I leave the passwords blank in the database with LDAP-auth still enabled it'll sort itself out?

[Crispin]

I assume if I leave the passwords blank in the database with LDAP-auth still enabled it'll sort itself out?

 

Sorry I couldn't tell you, I'm sure Oz will let you know. We've entered all our passwords as 'password'.

 

cheers

[ICTNUT]

I'm thinking of exporting a list of staff and doing a bulk import via SQL. I assume if I leave the passwords blank in the database with LDAP-auth still enabled it'll sort itself out?

 

Yes passwords can be left blank if using LDAP as these are not checked.

[Jonny]

Just a couple questions

 

Is NTLM authentication still supported in the new version?

How do I get the email polling working?

 

Thanks

[Snuffkins]

At the moment a normal user can proritise the call they are logging. Is it possible to remove this as i only want members of the Services team to be able to prioritise incidents etc.

 

I would be happy if when a call was logged a default priority was set, but not seen by the user. Having looked at the prorities as well can the spelling of meduim be changed to medium easily?

[ICTNUT]

At the moment a normal user can proritise the call they are logging. Is it possible to remove this as i only want members of the Services team to be able to prioritise incidents etc.

 

I would be happy if when a call was logged a default priority was set, but not seen by the user. Having looked at the prorities as well can the spelling of meduim be changed to medium easily?

 

We have an online tracker which can be found here: http://tracker.opsoftware.net/ if you could login there you can raise any suggestions you may have and we will look at them for inclusion in a future version.

 

The spelling mistake that you have pointed out has been fixed but there is also a suggestion on there on how to fix if you cannot wait until the next release.

[ICTNUT]

Just a couple questions

 

Is NTLM authentication still supported in the new version?

How do I get the email polling working?

 

Thanks

 

NTLM authentication is not currently supported as this does not translate across to non microsoft platforms such as linux or Mac also mobile devices do not support this.

 

It has been requested on our tracker and we are looking at it with the possibility of inclusion in a later release.

 

As far as email polling goes there is an article on our knowledge base that shows you how to get this running, it can be found here: https://opsoftware.ict-helpdesk.net/kb.aspx

[Snuffkins]

We have an online tracker which can be found here: http://tracker.opsoftware.net/ if you could login there you can raise any suggestions you may have and we will look at them for inclusion in a future version.

 

The spelling mistake that you have pointed out has been fixed but there is also a suggestion on there on how to fix if you cannot wait until the next release.

 

Thanks for that. I'll add that to the tracker. I've done the change myself. Thanks for that.

 

Phill

[joe90bass]

I'm having trouble getting the e-mail poller fully working (I've read the kb)

 

In the e-mail poller section should the usernames be entered as domain\username or just username? And should the servers be IP, name or FQDN? Iam getting e-mails to our support group regarding SLA breaches, but nothing is being pulled in and no other notifications are going out.

 

Cheers!

[ICTNUT]

I'm having trouble getting the e-mail poller fully working (I've read the kb)

 

In the e-mail poller section should the usernames be entered as domain\username or just username? And should the servers be IP, name or FQDN? Iam getting e-mails to our support group regarding SLA breaches, but nothing is being pulled in and no other notifications are going out.

 

Cheers!

 

Hey Joe90bass,

 

I'm curious as to which KB article you have read as we have not released one for OP SmartDesk yet, although it is being done.

 

I assume you are looking at the ol MLH one which will not work for you and is probobly why you cannot get it to work.

 

I will get the email poller for the KB sorted first thing in the morning and email/PM/post here when you can get it.

[joe90bass]

More accurately I meant the web.config file with the poller entires in!

https://opsoftware.ict-helpdesk.net/kbDetails.aspx?id=32

 

Is there going to be a separate poller as with MLH, or did I read that it's all integrated now, which is what I assumed had happened?

[joe90bass]

 

I will get the email poller for the KB sorted first thing in the morning and email/PM/post here when you can get it.

 

That would be much appreciated

 

Cheers!

[linkazoid]

Hi Ozan,

 

We are having problems again....

 

When a user submits a new incident and they click submit, they are told

 

Error Has Occurred

 

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

 

Return to the helpdesk home page.

 

If they click on the return to home page and then click on track incident, the incident has been logged..

 

Is there a way to fix this? I havent changed anything since you installed it for us. It also does the same things as an admin user.

 

Thanks,

 

Michael

Edited April 19, 2010 by linkazoid

[ICTNUT]

Hi Ozan,

 

We are having problems again....

 

When a user submits a new incident and they click submit, they are told

 

 

If they click on the return to home page and then click on track incident, the incident has been logged..

 

Is there a way to fix this? I havent changed anything since you installed it for us. It also does the same things as an admin user.

 

Thanks,

 

Michael

 

first things first if you do this action on the web server itself it will give you a full error page with lots of info on it, can you email this to me support [@] opsoftware.net.

 

It looks to me like your email settings are either not set ot not corrct in the web.config file.

[Tricks]

It looks to me like your email settings are either not set ot not corrct in the web.config file.

 

I had that problem and I think it was due to initially missing email addresses for the users.

[linkazoid]

Hi Ozan,

first things first if you do this action on the web server itself it will give you a full error page with lots of info on it, can you email this to me support [@] opsoftware.net.

 

I can't seem to get it to do this.... Still shows the same message.

 

It looks to me like your email settings are either not set ot not corrct in the web.config file.

 

I haven't changed the settings from the default ones.

 

Michael

[ICTNUT]

Hi Ozan,

 

 

I can't seem to get it to do this.... Still shows the same message.

 

 

 

I haven't changed the settings from the default ones.

 

Michael

 

Are you logging on to the web server itself and accessing the helpdesk?

 

By default there are no settings in the web.config file you need to add your required settings, please see this for clarification: https://opsoftware.ict-helpdesk.net/kbDetails.aspx?id=32