FITS Compliant Web Based Helpdesk - ** RELEASED **

[ICTNUT]

Many thanks for the E-Mail poller KB. It's working now.

 

Still have a few issues though - sorry!

 

The support e-mail group is getting SLA breach e-mails, but not info on when jobs are received via e-mail or jobs closed.

Users are also not getting an acknowledgement of their e-mail request being received or their incident closed as used to happen in MLH.

The web config file looks all okay to me, but I must have missed something!

 

Cheers

 

If you can email me your web.config or save it as a text file and upload it to a helpdesk request I will take a look at it, remember to remove any sensative info from it first.

[randle]

I'm trying to attach the converted MLH database but am getting the error:

TITLE: Microsoft SQL Server Management Studio Express

------------------------------

 

Failed to retrieve data for this request. (Microsoft.SqlServer.Express.SmoEnum)

 

For help, click: http://go.microsoft.com/fwlink?ProdName=Microsoft+SQL+Server&LinkId=20476

 

------------------------------

ADDITIONAL INFORMATION:

 

An exception occurred while executing a Transact-SQL statement or batch. (Microsoft.SqlServer.Express.ConnectionInfo)

 

------------------------------

 

D:\Temp\MYDATABASEFILE.mdf is not a primary database file. (Microsoft SQL Server, Error: 5171)

 

For help, click: Source: MSSQLServer ID: 5171 (SQL Server 09.00.4035) - Events And Errors Message Center: Message Details

 

 

I'm stumped. Anyone any ideas?

 

Also I've setup a parallel fresh install to test out which is pretty much there but won't accept the default admin credentials as provided in the install documentation. Did anyone else have this problem?

[ICTNUT]

I'm trying to attach the converted MLH database but am getting the error:

 

I'm stumped. Anyone any ideas?

 

Also I've setup a parallel fresh install to test out which is pretty much there but won't accept the default admin credentials as provided in the install documentation. Did anyone else have this problem?

 

The .mdf file you are trying to attach is this the backup file that was emailed to you renamed as MYDATABASEFILE.mdf?

 

As far as the fresh install not accepting login credentials make sure that you have helpdesk_authentication in the web.config file set to SQL.

[randle]

That's the one. I renamed it to OPSD.mdf and attempted to attach which then gave me the above error.

 

Cheers. I can now get into the helpdesk as admin.

[ICTNUT]

That's the one. I renamed it to OPSD.mdf and attempted to attach which then gave me the above error.

 

Ah Ok , then that file is a backup is a backup file that needs to be restored over and exisiting database, the easiest thing to do is to create an empty database and restore the data.

[randle]

Ok I've created an empty database and attempted a restore pointing to the .bak file you sent over but then get the error

TITLE: Microsoft SQL Server Management Studio Express

------------------------------

 

An exception occurred while executing a Transact-SQL statement or batch. (Microsoft.SqlServer.Express.ConnectionInfo)

 

------------------------------

ADDITIONAL INFORMATION:

 

The media family on device 'C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Backup\chelmer_valley_helpdesk_converted.bak' is incorrectly formed. SQL Server cannot process this media family.

RESTORE HEADERONLY is terminating abnormally. (Microsoft SQL Server, Error: 3241)

[ICTNUT]

Ok I've created an empty database and attempted a restore pointing to the .bak file you sent over but then get the error

 

When doing the restore did you tell it to force the restore under the options tab on the left, you need to do this as you are replacing the whole database.

[randle]

The above message appears when simply selecting the bak file as the source. It won't let me browse the options until a source is selected.

[randle]

Any ideas? If you still have the file can you restore from it ok?

[ICTNUT]

Any ideas? If you still have the file can you restore from it ok?

 

I will try it this evening for you.

[ICTNUT]

I will try it this evening for you.

 

I have restored your backup file without issue and I can see all the data within the database.

[randle]

Well that's thrown a spanner in the works! Following your instructions I get the error mentioned and that's just simply selecting the file so can't be too much I'm doing wrong surely!!?

[ICTNUT]

Well that's thrown a spanner in the works! Following your instructions I get the error mentioned and that's just simply selecting the file so can't be too much I'm doing wrong surely!!?

 

I will resend you the backup file just incase yours ahs become corrupt.

[dfergusson]

There any screen shot on what new Asset Management looks like?

[Butters]

Can this system track multiple customer support issues?

[plexer]

Can this system track multiple customer support issues?

 

Yes.

 

Ben

[Butters]

Got a barrage of questions so who's the best person to talk to?

[ICTNUT]

There any screen shot on what new Asset Management looks like?

 

We are updating our site to include a full screenshot gallery and tour of all the features within the software including Asset Managment. this will be live in the next few days.

[ICTNUT]

Got a barrage of questions so who's the best person to talk to?

 

Hi Butters,

 

You can talk to me, if you can PM me a contact number I would be happy to call and discuss any questions with you.

[Crispin]

How about the new update that was released Monday? Any idea when/how we can get it? I'm also in need of the email polling files...

 

Cheers

Chris

[ICTNUT]

How about the new update that was released Monday? Any idea when/how we can get it? I'm also in need of the email polling files...

 

Cheers

Chris

 

We have launched a new online services portal and we are migrating all customers over to this now, you will get an email in the next few days with your login details that will allow you to download the latest version of the software you are licensed for and any additional addons. More information on the can be found here: OP Software Online Services Portal Launched | OP Software - Solutions for Education

 

The upside of this is that we will have a central place where all updates can be accessed, support incidents can also be logged from there and license files can be generated giving you more control.

[mant01]

Hi all,

 

Any ideas why i cannot upload an .avi file to the helpdesk (in order for people to download) also is the asset management facility available yet ?

[plexer]

Hi all,

 

Any ideas why i cannot upload an .avi file to the helpdesk (in order for people to download) also is the asset management facility available yet ?

 

Have you changed your web.config to allow avi?

 

 

I'd guess you need to add it into that line.

 

Ben

[mant01]

Hi, Sorry in the delay replying back. I tried adding in .avi to the web.config file but still no joy.

 

Regards

 

Tony

[mrbios]

Just setting up our helpdesk, on the "my account" page the email signiture box says server error:

http://www**************.net/fckeditor/editor/fckeditor.html?InstanceName=ctl00_MainContent_txtEmailSig&Toolbar=Default

 

that needs to be http://www.*************.net/support/fckeditor/......

 

Where would i add /support/ in?

 

EDIT:

 

The same issue with these links:

You are here: Helpdesk Home >> Staff Dashboard >> My Account

 

EDIT: ok the first issue is no longer an issue!

Now it's just the navigation stuff on the top left which isn't linking correctly "helpdesk home" i can change it works ok, but if i change the link to "Staff dashboard" or "admin dashboard" etc then it just doesn't load anything into the navigation bar at all

 

EDIT AGAIN!: Also the login link and "successful logout" buttons are issues as well

 

This is the web.sitemap file^

Edited May 26, 2010 by mrbios