FITS Compliant Web Based Helpdesk - RELEASED

vikpaw · February 26, 2011

The quotation mark is missing from the actual code snippet. I checked mine and the demo.

Demo:

What a school boy error! How did we miss that

I too need to add the http: on two lines before i get anything working.

Can i suggest Ozan, that perhaps there is a demo / test page already present in the OPSD folder so it's easy for the users to see what they would get, and also work out how to get it to work.

I know your guide says help with putting it on a website is not your responsibility but i followed the simple instructions and it's not really usable.

I have a tab that permanently stays to the left hand side of the screen, centered no matter if i resize. I can change the colour of the box to blue, but cannot change the text. If i send the box to the right, which is preferable, i lose the text and just get a solid box.

It's a simple html page with a table. The script code is at the bottom, outside of all other tags. I removed my own CSS file reference but that didn't help. Removing doctype references and meta data, caused the tab to appear on the left even though it was supposed to be on the right. And all my other layout went funny.

I just want a simple link, that when clicked will launch that box. I don't need all the fancy floating tabs, it just doesn't seem to be doing the job and in the absence of a working email poller i need this to work so users don't have to log in.

I've tried to have a look at the code again, but it's not obvious, i tried to add the onclick function to another link -> not that simple! However i do love this comment:

// IE, you suck

Anyone with a clue or even half a clue please help, or PM or email, much appreciated.

ICTNUT · February 26, 2011

What a school boy error! How did we miss that

I too need to add the http: on two lines before i get anything working.

Can i suggest Ozan, that perhaps there is a demo / test page already present in the OPSD folder so it's easy for the users to see what they would get, and also work out how to get it to work.

I know your guide says help with putting it on a website is not your responsibility but i followed the simple instructions and it's not really usable.

I have a tab that permanently stays to the left hand side of the screen, centered no matter if i resize. I can change the colour of the box to blue, but cannot change the text. If i send the box to the right, which is preferable, i lose the text and just get a solid box.

It's a simple html page with a table. The script code is at the bottom, outside of all other tags. I removed my own CSS file reference but that didn't help. Removing doctype references and meta data, caused the tab to appear on the left even though it was supposed to be on the right. And all my other layout went funny.

I just want a simple link, that when clicked will launch that box. I don't need all the fancy floating tabs, it just doesn't seem to be doing the job and in the absence of a working email poller i need this to work so users don't have to log in.

I've tried to have a look at the code again, but it's not obvious, i tried to add the onclick function to another link -> not that simple! However i do love this comment:

Anyone with a clue or even half a clue please help, or PM or email, much appreciated.

Vik,

A bit of info needed.

What browser(s) are you using, version number if possible?

Waht additional text are you after?

ICTNUT · February 26, 2011

I too need to add the http: on two lines before i get anything working.

We have added a check to ensure that if http or https is required it will get added.

Normally you would not need it however after testing from behind a proxy server (which most schools will have) then this can play havoc and not resolve correctly.

I will ensure that a KB Article is put up on our support site, if anyone want to see what you will get if you use this then check out any of our sites as they all have it in place.

@vik a new documentation website is being setup where the online manual will be available, this will launch initially with the setup and upgrade manuals, then we will move on to user manuals from there.

vikpaw · February 26, 2011

IE 8.0.6001.18702

Firefox 3.6.13

Safari 5.0.3(7533.19.4)

All had the same symptoms on a Windows XP SP3 box.

Site listed as an exception, proxy bypassed. Java installed and working as far as i know.

The text i#d like is to just change the word "Support" to "IT Helpdesk". Also for my page it would be easier to have the tab at the bottom. Or just the popup (on click) feature tied to a text link rather than the tab. It#s a bit more versatile that way and more easily managed.

I#m finding it very hard to keep track of which webpage i need to go to for what. opsoftware.net opsoftware.com opsmartdesk.net beta site, main site, customer site, tracker, all the different logins. It would be handy to have one central page that has links to all other areas and what they are for, and a central sign on. Maybe it#s just me getting confused.

vikpaw · February 27, 2011

Just a query as i don't want to add it as a bug, in case i'm doing something wrong.

How do you close a call? I can't see how to do it, as admin. I can post a reply. Or i can bulk close a case, and then have to add a reason.

What i'd like to do, and am used to is to add a reply and check a closed button. Maybe i've missed it, or my workflow is non-standard.

If any current user can advise pls..?

GrumbleDook · February 27, 2011

The last entry on any Helpdesk ticket should be the reason the call is closed. You just need to change you workflow from reply and close to reason and close. Some companies will put a summary of the fix in the incident, others just confirmation of the fix being accepted by the user or whoever the incident is related to.

As long as you and others are consistent this doesn't matter too much.

plexer · February 27, 2011

The first tab has close call then you give the reason.

Ben

vikpaw · February 27, 2011

The last entry on any Helpdesk ticket should be the reason the call is closed. You just need to change you workflow from reply and close to reason and close. Some companies will put a summary of the fix in the incident, others just confirmation of the fix being accepted by the user or whoever the incident is related to.

As long as you and others are consistent this doesn't matter too much.

I know that. That's what we do. My issue is that the post reply button, doesn't have a close check box on it. So what we have been doing is from the main list using the bulk close option which then gives you access to add a reason. We always give a reason/reply/final update before call closure even if it's just to say 'auto-closure due to inactivity'.

The issue is i hadn't seen the button on first tab as per below.

The first tab has close call then you give the reason.

Ben

However, the reason for this is that the helpdesk is remembering the last tab i was on. Which is usually Post Reply [tab 2], so i have to change back to first tab.

My bad, i guess . . . just not used to working like that. Would prefer to have close call and post reply on same page / tab. Maybe a merge of tabs 1/2.

It's up to the bulk of users i suppose.

plexer · February 27, 2011

Yes it does go back to the last tab that was used this is an issue with the component used to do that function and is out of Oz's control allthough I believe he has submitted it as an issue to the developers as I had allready had that conversation with him.

Maybe could merge those functions will have a look at it tomorrow and see what Oz thinks.

Ben

ICTNUT · February 27, 2011

Yes it does go back to the last tab that was used this is an issue with the component used to do that function and is out of Oz's control allthough I believe he has submitted it as an issue to the developers as I had allready had that conversation with him.

Maybe could merge those functions will have a look at it tomorrow and see what Oz thinks.

Ben

Believe it or not this is how it was back in the day but many users requested that they be separated so it was

I will look into what we can possibly do, will speak with Plexer about it

ICTNUT · February 27, 2011

IE 8.0.6001.18702
Firefox 3.6.13
Safari 5.0.3(7533.19.4)

All had the same symptoms on a Windows XP SP3 box.

Site listed as an exception, proxy bypassed. Java installed and working as far as i know.

The text i#d like is to just change the word "Support" to "IT Helpdesk". Also for my page it would be easier to have the tab at the bottom. Or just the popup (on click) feature tied to a text link rather than the tab. It#s a bit more versatile that way and more easily managed.

I#m finding it very hard to keep track of which webpage i need to go to for what. opsoftware.net opsoftware.com opsmartdesk.net beta site, main site, customer site, tracker, all the different logins. It would be handy to have one central page that has links to all other areas and what they are for, and a central sign on. Maybe it#s just me getting confused.

I will do some test in on this for you.

The text displayed is a simple image so you could make your own and use that instead

As far as where to go I am unsure where youbare trying to get to so:

OP Smartdesk site - Help desk Software, Customer Service Software, Support Ticket Software, Trouble Ticketing System, Asset Management Software

OP Smartdesk customer access - https://www.opsoftware.net/customers

Beta Testers Access - Beta Testers | Help desk Software, Customer Service Software, Support Ticket Software, Trouble Ticketing System, Asset Management Software

That's it

Edu-IT · February 27, 2011

I saw the issue you put on the tracker Vik.

Just to be sure, if you go to the users page, under the Users (Staff) you only have your support staff listed here don't you?

I cannot reproduce what you reported. That's not to say Oz can't. Just thought I'd try help you out in the meantime.

vikpaw · February 27, 2011

@oz - re: tabs - a work around would be good. i can change the image if it's that easy, but the thing is with the parameter to put tab aligned right i don't even see support. So my instructions say "if you can see the blue box to the right, you can try to click it and that will give you a form to fill out" or something to that effect.

re: close button - i can see that posting a reply and closing are separate but it doesn't make sense to me to have to flick between tabs. All could stay the same with just an added close button on post reply screen. For me and others i've spoken to, you want to see and read the call before closing, and add a relevant closing statement. So at the moment work flow is to look at incident on tab 2 (post reply screen), then flick to tab 1 to close it. It's only a minor practical thing.

Thanks for the links, the missing one, is for the bug tracker, which i can only find via a .co.uk url, forget which one now, i'm forever unsure of if it's opsoftware or opsmartdesk. It doesn't help there is another OPsoftware out there! On one of the pages, there is a helpdesk OPSmartdesk style when i try to login, or request password it fails. Will have to try again tomorrow and log exactly what that was on.

@Edu-IT - cheers, i've updated the ticket twice as i was mistaken. It's not general users area, it's the SLA rule edit screen where you choose which support staff to assign calls to, it shows me all 230+ users. At the moment it's a mixture of full names and usernames due to the way it's imported. I'm manually changing and it's taking a while, so it's doubly confusing at the moment. Am thinking i might try and edit in the SQL direct....

The only other issues i'm having are as mentioned previously, javascript error for chat, ajax error for certain screens, and the poller and smartping still not working. Getting there slowly...

Thanks for all the support to all.

Edu-IT · February 28, 2011

@Edu-IT - cheers, i've updated the ticket twice as i was mistaken. It's not general users area, it's the SLA rule edit screen where you choose which support staff to assign calls to, it shows me all 230+ users.

I understand that. What I was wanting you to make sure is that your users have been imported with the correct access level. I could be way off the mark, but, it sounds to me like some of your users have been given technician/admin access levels. That's why said it would be worth checking that users tab to see who is listed under Users (Staff).

On one of the pages, there is a helpdesk OPSmartdesk style when i try to login, or request password it fails. Will have to try again tomorrow and log exactly what that was on.

http://my.opsmartdesk.com/ perhaps? Ozan has to register you for this. It's the support site.

The tracker is at http://www.opsmartdesk.co.uk/tracker/my_view_page.php

Edited February 28, 2011 by Edu-IT

Edu-IT · February 28, 2011

Ah, just upgraded, and I see what you mean!

ICTNUT · February 28, 2011

@oz - re: tabs - a work around would be good. i can change the image if it's that easy, but the thing is with the parameter to put tab aligned right i don't even see support. So my instructions say "if you can see the blue box to the right, you can try to click it and that will give you a form to fill out" or something to that effect.

Vik (or any one else), my fault i did not include the right hand image in the last release. If you place the attached image into the /external/OPSD_dropBox/images/ folder it will then render correctly

re: close button - i can see that posting a reply and closing are separate but it doesn't make sense to me to have to flick between tabs. All could stay the same with just an added close button on post reply screen. For me and others i've spoken to, you want to see and read the call before closing, and add a relevant closing statement. So at the moment work flow is to look at incident on tab 2 (post reply screen), then flick to tab 1 to close it. It's only a minor practical thing.

Have had a conversation with Plexer this morning and it has been agreed that the close page will be removed and a simple checkbox will be added to the reply page which when checked will close the call.

Thanks for the links, the missing one, is for the bug tracker, which i can only find via a .co.uk url, forget which one now, i'm forever unsure of if it's opsoftware or opsmartdesk. It doesn't help there is another OPsoftware out there! On one of the pages, there is a helpdesk OPSmartdesk style when i try to login, or request password it fails. Will have to try again tomorrow and log exactly what that was on.

Ahh yes Bug Tracker - http://www.opsoftware.net/tracker/

The only other issues i'm having are as mentioned previously, javascript error for chat, ajax error for certain screens, and the poller and smartping still not working. Getting there slowly...

Thanks for all the support to all.

Javascript error for chat we are looking into for you, ajax error on certain screens we have not yet been able to replicate, poller and smartping are going to need more extensive investigation on your part, with our help of course

Edited February 28, 2011 by ICTNUT

ICTNUT · February 28, 2011

@Edu-IT - cheers, i've updated the ticket twice as i was mistaken. It's not general users area, it's the SLA rule edit screen where you choose which support staff to assign calls to, it shows me all 230+ users. At the moment it's a mixture of full names and usernames due to the way it's imported. I'm manually changing and it's taking a while, so it's doubly confusing at the moment. Am thinking i might try and edit in the SQL direct....

I am looking into this one now, you will not be able to change the SQL as it is not accessable

Edu-IT · February 28, 2011

What is missing? (Red X)

plexer · February 28, 2011

The online/offline person indicator?

Ben

Edu-IT · February 28, 2011

The online/offline person indicator?

Ben

Online shows. Seems to be only staff it's missing for. If I right click on the red X the source is set at: http://intranet1/OPSD/Staff/.

Does yours work?

ICTNUT · February 28, 2011

Online shows. Seems to be only staff it's missing for. If I right click on the red X the source is set at: http://intranet1/OPSD/Staff/.

Does yours work?

This has already been removed in the next update as the whole chat system is being moved down into a facebook type chat bar at the bottom of the page.

Edited February 28, 2011 by ICTNUT
typo

ICTNUT · February 28, 2011

Ah, just upgraded, and I see what you mean!

When adding a new SLA rule the drop down list for staff is OK, it only appears to affect when editing an sla rule then you get all users in the list.

Is this what you are reffering to?

Edu-IT · February 28, 2011

That's correct Ozan.

Do you release interim bug fixes or do we have to wait until April?

plexer · February 28, 2011

Bug fixes will be released as required it's features that the milestone releases include.

Ben

ICTNUT · February 28, 2011

Bug fixes will be released as required it's features that the milestone releases include.

Ben

Ben is indeed correct although we are looking at possibly making stable BETAs available for download so that users who do need an urgent fix can get them. This will have to be managed and will affect the level of support offered.

We do not have an ETA on the next interim release as there are a number of things that need sorting but we are already 50% through so should not be to long

All depends on how quick Plexer and the guys can test the fixes, no pressure

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