FITS Compliant Web Based Helpdesk - ** RELEASED **

[Edu-IT]

Yes it was. I've heard from Oz it was discovered in the morning, and there should be another Beta release tonight.

I don't think i want to be using Beta anymore i need a live setup that's stable.

Stable release is due for 18th from what the roadmap says.

 

Roadmap - OP Software Issue Tracker

[plexer]

Unfortunately due to major changes to core helpdesk components to support the live chat and other functionality testing has been difficult.

 

If you want to wait for the next stable release thats understandable and it should be available in the next few days.

 

Ben

[Edu-IT]

That said, it's definitely looking like a release worth waiting for!

[vikpaw]

When you said roadmap, my immediate though was to SIMS roadmaps, and i thought 'oh no', but the roadmaps page looks really good with a progress indicator bar. That's such a useful feature.

Hopefully it will be ready for 18th, and comes with a blank db, and works out the box.

I'll just play with the Beta for now then, i got the patch required to fix the broken access to users.

[ICTNUT]

OMFG!!

I'm in. It still took 2 revert to snapshot, and a reboot, but i've finally managed to get in.

New beta arrived today in my inbox, OPSD_2_0_4060_16150, which when applied on top of my base, upgraded fine, and after a reboot of DB and iis, allowed me to log in.

Hooray. i have controls on the left and other funky stuff

Thanks so much for all the help Ben (plexer) on board and offline, especially as it was the weekend.

Oh my so many funky new buttons and controls. i don't know where to start...

I know, sort out ntlm single sign on. then to make some rules and stuff.

It's awesome.

 

Just one question, can anyone run the upgrade...? i.e. could any user go to ithelpdesk/upgrade and be able to corrupt things or is that only admin accounts...? I will remove those folders just in case to a safe location..

 

Well done mate

 

I know you have worked hard on this.

 

Yes anyone can eun the upgrades and you are advised to delete the upgrade and setup folders once you have finished, however once the upgrade has been run if you run it again the database changes ARE NOT applied again so in that sense you are safe if you forget to remove them.

[vikpaw]

sweet. just checking.

what i thought was going to be ntlm, turns out was for the old MLH. can we do similar with OPSD, i have ldap access working now, but would like it to just detect the windows users automagically if possible...

[plexer]

Not at the moment Vik that's coming though

 

I miss that functionality too, at the moment I use the private helpdesk setting to force users to login to the helpdesk.

 

Ben

[ICTNUT]

Hi All,

 

Thought I would give you a quick heads up on tomorrows release as there is alot in it.

 

Firstly self hosted customers should goto https://www.opsoftware.net/customers/ and login to download your upgrade from midday tomorrow.

 

Hosted customers will have thier helpdesks upgraded over the weekend unless alternative arragements have been made.

 

Secondly what is in this release, well:

 

Full Asset Management Facility

The ability to log and track assets is now fully released with a very easy to use interface and full reporting suite this is a must have for anyone wishing to track thier assets. The asset manager can track across multiple sites and locations and with each asset able to have an unlimited number of custom fields this becomes a very powerfull tool.

 

Assets can also be linked to each other so you can see which aset is dependant on another i.e. PC base unit and monitor.

 

Add to that a link of the asset to an incident to show the asset history this allows support staff to quickly make decisions, save money, and provide a higher and more efficient level of support.

 

Live Chat

Users of the software are now able to chat with each other in real-time. Support staff can initiate chat with users and vice-versa.

 

More information on this can be found here: OP SmartDesk Live Chat – 1st Look | Help desk Software, Customer Service Software, Support Ticket Software, Trouble Ticketing System, Asset Management Software

 

This is an initial relase and plans are to be able to record chat transcripts into incidents and to have a customisable chat ( facebook like ) bar at the bottom of the screen which will provide access to features like screen sharing and remote support.

 

Support DropBox / Instant Support

This is a feature we are very proud of, the ability to provide support assistance from ANY web site or web page that you choose. The visiting user simply clicks on the embeded support tab, up pops a support form, and they submit thier request.

 

This request gets added to the helpdesk in the normal way but the visitor does not have to login or visit the helpdesk, they remain in an environment that is familar.

 

As helpdesk admins now have the ability to make the helpdesk 100% private, users have to login first inorder to see any content, the dropbox provides another layer of flexability.

 

More information on this feature can be found here: OP SmartDesk – Instant Support – 1st Look | Help desk Software, Customer Service Software, Support Ticket Software, Trouble Ticketing System, Asset Management Software

 

Network Diagnostic Tools

This is the initial release of the network diagnostic and monitoring tools that will become more enhanced over the next 2 releases of the software.

 

At the moment you have basic tools such as ping, tracert, and DNS lookup

 

Other Updates/Fixes/Features

IMAP support ofr email polling is now included.

LDAP settings test in order to chaeck your settings before you turn it on (prevents possible lockout)

Email poller test in order to check connectivity with the server

New more intuative admin layout

A massive amount of performance fixes

More helpdesk reporting throughout

A new advanced search facility

 

And lots lots more.

 

Have a play with the demo here: OPSD Demo Helpdesk :: Home

 

A special bonus, until March 31st 2011, for EduGeekers' new customers will get 30% off and those upgrading from older versions i.e. My Little Helpdesk will also get 30% off, just quote EduGeek30 when you contact us.

 

If anyone has any question please shout.

 

Last and by no means least, many thanks to the continued help of the beta testers who keep us honest on and the right track, well done to you

Edited February 17, 2011 by ICTNUT
typo

[vikpaw]

Not at the moment Vik that's coming though

 

I miss that functionality too, at the moment I use the private helpdesk setting to force users to login to the helpdesk.

 

Ben

 

tell me more? or link me in, at the moment everyone has to log in anyway.

[ICTNUT]

sweet. just checking.

what i thought was going to be ntlm, turns out was for the old MLH. can we do similar with OPSD, i have ldap access working now, but would like it to just detect the windows users automagically if possible...

 

Yes NTLM is coming back and will be in the next scheduled release, we are hoping to have somthing in place for BETA testers middle to late next week.

 

Email templates are on thier way back too so look out for that aswell

[SimpleSi]

Support DropBox / Instant Support

This is a feature we are very proud of, the ability to provide support assistance from ANY web site or web page that you choose. The visiting user simply clicks on the embeded support tab, up pops a support form, and they submit thier request.

 

My patent lawyers will be in touch with you

(Thats what my home-brew helpdesk does - mind you that's all it does )

 

Seriously - that looks to make OPSD look very attractive to primary support :-)

 

I'll be in touch

 

regards

Si

[ICTNUT]

My patent lawyers will be in touch with you

(Thats what my home-brew helpdesk does - mind you that's all it does )

 

Seriously - that looks to make OPSD look very attractive to primary support :-)

 

I'll be in touch

 

regards

Si

 

That was one of the driving forces behind doing it.

 

I know support staff have a hard enough time getting users to use the helpdesk in the first place so we added the ability to simply email the helpdesk and now we have added instant support and complex and complicated feature that is REALLY easy to use <-- If any of that makes sense

Edited February 17, 2011 by ICTNUT
typo

[plexer]

hehe nope you been on the jack this morning mate?

 

Ben

[ICTNUT]

hehe nope you been on the jack this morning mate?

 

Ben

 

I wish

[Edu-IT]

Oh Ozan, you've made me put my disappointed face on!

[ICTNUT]

Quick note to all self hosted customers, the latest upgrade has been added to your accounts so feel free to download at your leisure.

 

We will be contacting hosted customers via email to arrange an upgrade schedule with them indivdually.

 

Feedback would be great on this release as there is alot in it, remember its you guys that make this what it is

[dfergusson]

ignore, resolved now.

 

forgot to do iisreset.

Edited February 18, 2011 by dfergusson

[dfergusson]

Few issues I’ve run into.

 

Users under User Management keep reporting An Error Has occurred.

 

And no new users can use the helpdesk, we use LDAP, all existing users can log in ok.

[plexer]

Any more info on the error that is produced?

 

Ben

[Edu-IT]

Few issues I’ve run into.

 

Users under User Management keep reporting An Error Has occurred.

 

And no new users can use the helpdesk, we use LDAP, all existing users can log in ok.

Don't think I am insulting your intelligance here, because I made the same mistake, but you have created accounts for these new users with a username that matches their network username and an email address which belongs to their account? You'd do this from the admin site and then users. The very page that is causing you the error!

 

Might be worth noting that the Users page errors on the demo site too.

[plexer]

You don't need to manually create an account on the helpdesk for users if you are using ldap.

 

Ben

[Edu-IT]

Yes you do Ben? I had this conversation with Ozan recently. The user needs to exist within the helpdesk (username and email address) but you don't need to specify a password as it'll use their AD password to log them in.

 

Where have the pretty graphs gone?

Edited February 18, 2011 by Edu-IT

[dfergusson]

Don't think I am insulting your intelligance here, because I made the same mistake, but you have created accounts for these new users with a username that matches their network username and an email address which belongs to their account? You'd do this from the admin site and then users. The very page that is causing you the error!

 

Might be worth noting that the Users page errors on the demo site too.

 

I think my problems gota be linked, even if I wanted to create new users manually I can't because when i click on users tab under user management the page displayed tell me An Error Has occurred.

 

Will look into this on Monday during half term be lot quieter can spend more time looking at it.

Edited February 18, 2011 by dfergusson

[Edu-IT]

But with LDAP you don’t need to create account they are added automatically.

Not what I was told, as I said above.

[dfergusson]

Not what I was told, as I said above.

 

Been a while since we used this software, we still using my little helpdesk due to NTLM function, when we first setup and new user entered their active directory username and password they should be presented creating a new user dialog and that create a new user in OPSD, not sure if that changed recently but it same function that works with moodle and LDAP.

 

Update look go so far and hoping this be time to finally move off my little helpdesk.