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FITS Compliant Web Based Helpdesk - ** RELEASED **

ICTNUT

By ICTNUT
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vikpaw

vikpaw

Posted
Posted
Anyone ever has OPSD log them in, but then take them straight back to the login page despite them being logged in?

 

Yes that's when you try to view a page you don't have access to.

E.g. Create an incident for yourself and follow the link in email. Takes you to user area but you're an admin or staff and can't see user area as they do. So it gives you a login page to authenticate as someone who is a user. I never actually tried logging in a a user at that point but I guess u just get the home screen as A.N.Other user wont have permission to view your incident.

Edu-IT

Edu-IT

Posted
Posted
Yes that's when you try to view a page you don't have access to.

E.g. Create an incident for yourself and follow the link in email. Takes you to user area but you're an admin or staff and can't see user area as they do. So it gives you a login page to authenticate as someone who is a user. I never actually tried logging in a a user at that point but I guess u just get the home screen as A.N.Other user wont have permission to view your incident.

No this is when I first try to log in, as an admin.

ICTNUT

ICTNUT

Posted
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Posted
No this is when I first try to log in, as an admin.

 

So you went to the helpdesk site, clicked on login (top right) got to the login screen, logged in, them boom back to the login screen again?

 

or

 

Did you click on New Incident or Track Incidents on the from page first?

 

It is also worth noting the URL when this happens i will bet you that you will have the /Users/ directory in there somewhere, both tech Staff and Admins cannot access the user area and will be prompted to login with the correct credentials, hence the being logged in but still being asked to login.

 

I have added to the tracker to make this a little more obvious that you are trying to access an area that you do not have access to.

Edu-IT

Edu-IT

Posted
Posted
It is also worth noting the URL when this happens i will bet you that you will have the /Users/ directory in there somewhere, both tech Staff and Admins cannot access the user area and will be prompted to login with the correct credentials, hence the being logged in but still being asked to login.

 

I have added to the tracker to make this a little more obvious that you are trying to access an area that you do not have access to.

Spot on.

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vikpaw

vikpaw

Posted
Posted

Did anyone take the BETA yet? I haven't had the chance, as of course, now need to do it at end of day, since i'm in production environment.

Any news on single sign-on Oz? Is it on the tracker? i haven't checked thoroughly.

vikpaw

vikpaw

Posted
Posted
BETA? What BETA? :D

 

Dude, ask Ozan to sign up for the BETA program. Then whenever a series of patches is applied, you can download and test the BETA version with the fixes. All the usual caveats apply, etc. You'll get emailed when one is released. Sorry if you knew that already just didn't get email. Anyhow...

 

Here's the latest:

- 0000319: [user Area] incident email : correspondence typo (ozanpakyuz) -

resolved.

- 0000318: [Admin Area] new quick link access level dropdown typo (ozanpakyuz)

- resolved.

- 0000316: [Admin Area] Notes order (ozanpakyuz) - resolved.

- 0000317: [user Area] Offline status (ozanpakyuz) - resolved.

- 0000276: [user Area] File attachment (ozanpakyuz) - resolved.

- 0000297: [Asset Manager] Duplicate asset tag can be used (ozanpakyuz) -

resolved.

- 0000292: [Admin Area] Staff Dashboard - No new incidents (ozanpakyuz) -

resolved.

- 0000298: [Admin Area] Notes - No date/timestamp (ozanpakyuz) - resolved.

- 0000307: [staff Area] Placing a follow up date for an incident creates an

error (ozanpakyuz) - resolved.

- 0000274: [user Area] "Last Update" sorting (ozanpakyuz) - resolved.

- 0000305: [staff Area] My incidents has incorrect last updater (ozanpakyuz) -

resolved.

- 0000303: [Admin Area] monitor.aspx - Doesn't coun't on hold incidents

(ozanpakyuz) - resolved.

- 0000281: [user Area] Save to Favorites (ozanpakyuz) - resolved.

- 0000279: [Admin Area] KB article keywords (ozanpakyuz) - resolved.

- 0000293: [user Area] Close incident from within reply section (ozanpakyuz) -

resolved.

- 0000286: [Admin Area] Closed Incidents (ozanpakyuz) - resolved.

- 0000291: [Admin Area] Notes - Editor (ozanpakyuz) - resolved.

- 0000282: [Admin Area] Incident queues typo (ozanpakyuz) - resolved.

- 0000067: [Admin Area] Ability to remove old users from the helpdesk

(ozanpakyuz) - resolved.

- 0000285: [staff Area] assign support staff list (ozanpakyuz) - resolved.

- 0000273: [Admin Area] Email notification doesn't include application name

(ozanpakyuz) - resolved.

- 0000280: [Admin Area] Support DropBox code (ozanpakyuz) - resolved.

 

One additional update has been made to the Live Chat facility which is not

listed on the roadmap or changelog. This has moved that chat facility down to

the bottom of each page and maintains chat state of the chat windows when

navigating around the helpdesk. It is also much more user intuative. This only

bit that is not yet working is the online / offline status, this should be ready

in the next BETA.

 

There are database upgrades required so backup everything and run the upgrade

in the normal way.

 

Thanks for your continued support and testing.

 

 

Can someone please check if you can search from the incidents pages..there doesn't appear to be a search button, and it's not doing a live search, unless i just have too few calls and it's saying, duh, they are all in front of you already.

  • Thanks 1
ICTNUT

ICTNUT

Posted
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Posted

If you would like to take part in the BETA program then PM me.

 

There are requirements that you will need to fulfill and I would strongly recommend that you srtup a testing helpdesk first so you can test the BETA release before you migrate into production.

 

Would be intresting to see how many people would like to do this :)

ICTNUT

ICTNUT

Posted
  • Author
Posted

Just tested on the demo site and search works as expected

 

Try it, goto the Active incidents page and enter the word test into the search box you should get 15 or so results

Edu-IT

Edu-IT

Posted
Posted (edited)
One additional update has been made to the Live Chat facility which is not

listed on the roadmap or changelog. This has moved that chat facility down to

the bottom of each page and maintains chat state of the chat windows when

navigating around the helpdesk. It is also much more user intuative. This only

bit that is not yet working is the online / offline status, this should be ready

in the next BETA.

Doesn't display on the main page. Is this intentional?

 

I've also found that toggling between status and who is online is a bit random? I assume the button which looks like a cog should be for setting status? If you click who's online it seems to flick between the two.

Edited by Edu-IT
vikpaw

vikpaw

Posted
Posted

Somehow, it is working now. typical, you log a support case, and the technician says 'yes it so does work, try again', and hey presto all is good.

I was expecting the table to change and be filtered, not have a drop down of matches. All i had to do was type and wait. I swear it didnt do that a couple of days ago, or earlier this morning. :p

plexer

plexer

Posted
Posted

Hmm ok I obviously wasn't aware of how the incident search worked as well I now see the drop down of matching items.

 

I like Vik thought I'd be presented with the matching results in the table below.

 

The advanced search is good though.

 

Ben

Edu-IT

Edu-IT

Posted
Posted
It does if you're logged in.

 

Ben

Not in version OP SmartDesk™ Pro v2.0.4070.30978 it doesn't.

 

Edit: I lied, it just takes 30 seconds to display.

 

I've also found that toggling between status and who is online is a bit random? I assume the button which looks like a cog should be for setting status? If you click who's online it seems to flick between the two.
ICTNUT

ICTNUT

Posted
  • Author
Posted
Doesn't display on the main page. Is this intentional?

 

I've also found that toggling between status and who is online is a bit random? I assume the button which looks like a cog should be for setting status? If you click who's online it seems to flick between the two.

 

You have to be logged in for active.

 

The toggle between who's online and chat options (cog) has been ironed out and is working as expected in the next BETA release.

ICTNUT

ICTNUT

Posted
  • Author
Posted
Not in version OP SmartDesk™ Pro v2.0.4070.30978 it doesn't.

 

Edit: I lied, it just takes 30 seconds to display.

 

Message checks run at 5 second intervals and the who's online list updates every 30 seconds, these will be user definable in the final release via the admin area.

plexer

plexer

Posted
Posted
Not in version OP SmartDesk™ Pro v2.0.4070.30978 it doesn't.

 

Edit: I lied, it just takes 30 seconds to display.

 

Setting status is not live yet so don't worry about it for now.

 

I find it best to minimize whichever one is open before changing to the other one.

 

Going from the status tab open to whos online seems ok but going back doesn't want to work, works fine if you minimize who's online though.

 

OP SmartDesk™ Pro v2.0.4070.30978

 

Ben

Edu-IT

Edu-IT

Posted
Posted
Message checks run at 5 second intervals and the who's online list updates every 30 seconds, these will be user definable in the final release via the admin area.

It obviously doesn't display the tab until it does the checks then as there was a 30 second wait on the main page. Makes sense!

ICTNUT

ICTNUT

Posted
  • Author
Posted
It obviously doesn't display the tab until it does the checks then as there was a 30 second wait on the main page. Makes sense!

 

Which main page?

 

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