FITS Compliant Web Based Helpdesk - ** RELEASED **

[plexer]

synaesthesia: Just nudged Oz for you.

[synaesthesia]

Stars, the both of you - naturally we're quite looking forward to getting our hands on SD

[ICTNUT]

Stars, the both of you - naturally we're quite looking forward to getting our hands on SD

 

Hi Mate,

 

Got your PM and setting it up now.

 

I think you requested a trial just as we were changing over the website so we may have missed it, i'll make sure it gets sorted for you today

[ICTNUT]

Stars, the both of you - naturally we're quite looking forward to getting our hands on SD

 

All done, you should have had an activation email, let me know if you need any further help.

[synaesthesia]

No worries, much appreciated look forward to getting our teeth into it

[Edu-IT]

Did you get my mail? :-)

[ICTNUT]

Did you get my mail? :-)

 

Did who get your mail? :-)

[vikpaw]

you

[plexer]

To be honest Vik there are a couple of old school smiley faces there and I'm guessing that Oz knew that however that message could have been directed at several people that have recently replied on this thread.

 

I find that adopting the @username or username: style of replying to indicate who I'm talking to helps in these types of situation.

 

Thanks.

 

Ben

[vikpaw]

To be honest Vik there are a couple of old school smiley faces there and I'm guessing that Oz knew that however that message could have been directed at several people that have recently replied on this thread.

 

I find that adopting the @username or username: style of replying to indicate who I'm talking to helps in these types of situation.

 

Thanks.

 

Ben

 

what??

[Edu-IT]

I liked that functionality in MLH but I'd put money on the fact that I doubt anyone ever actually read anythign that was suggested.

 

I think some work needs doing on the KB as I use it a lot for support.

 

Ben

I've posted this on the OPSD forum, but obviously there's a wider audience here.

 

I just discovered that it's not actually possible to easily add images and videos to a KB entry.

 

I've put this on the tracker at 0000376: Knowledgebase improvements - OP Software Issue Tracker

 

What do we all think about this feature?

 

I envisage there being a hidden attachments folder for each KB article where helpdesk staff can add upload images and videos to the server for that KB article and then insert them within the article.

 

That way images for each entry would be stored nice and tidily on the server.

Edited March 30, 2011 by Edu-IT

[vikpaw]

@edu-it - i've not used it much yet, however i just attached a word document that i'd created pre-helpdesk. so i envisaged just doing that, and using article content box to store a short description.

 

Then you can put whatever you want into word / pdf articles and manage that way.

 

Not sure what the intention was with that feature.

[plexer]

Sounds like a plan, I like how the allvideos plugin for joomla works you insert a tag into your article and it embeds the relevant content.

 

So you could pre-upload all your images, video etc... there could then be a media manager which displays the different formats and allows you to filter and gives you the shortcode or allows you to pick it and it automatically embeds it for you.

 

Such as:

 

{flash}heu37ej3qs{/flash}

 

Ben

[plexer]

For me whilst I realise you can attache documents and content that's allready been created but if I've done a video with wink say I want a nice way to upload it and it's associated files to the helpdesk and then be able to embed it or a link to it inside the kb article itself.

 

Ben

[Edu-IT]

That's exactly the idea Ben. Don't want to put it as an attachment as it means opening up another file.

 

This would be a brilliant improvement to the KB!

[plexer]

Ok just been chatting to Oz about this and seems like this is the way forward just looking for a suitable file management plugin that can be used.

 

Ben

[Edu-IT]

Can we put a lightbox type effect on the list for any inserted images?

[ICTNUT]

Can we put a lightbox type effect on the list for any inserted images?

 

Don't see why not

[plexer]

Can it make the coffee too?

 

 

Ben

[synaesthesia]

Is it worth noting possible bugs here or shall I just do it via your forums? Thinking here it might get a little more exposure for others to chip in their own solutions (i.e. its me being stupid rather than a bug)

[ICTNUT]

Is it worth noting possible bugs here or shall I just do it via your forums? Thinking here it might get a little more exposure for others to chip in their own solutions (i.e. its me being stupid rather than a bug)

 

I don't mind, however I would recommend our forum in order to try and keep everything in one place. this has been an issue in the past where information is spread far and wide and this was causing people a headache.

 

that was one of the reason for the redesign of the site in order to provide simple and concise information.

[plexer]

Is it worth noting possible bugs here or shall I just do it via your forums? Thinking here it might get a little more exposure for others to chip in their own solutions (i.e. its me being stupid rather than a bug)

 

If however you do discover a bug the tracker would be the best place, I think Oz? http://tracker.opsmartdesk.com

 

Ben

[ICTNUT]

If however you do discover a bug the tracker would be the best place, I think Oz? http://tracker.opsmartdesk.com

 

Ben

 

Yes I agree.

[ICTNUT]

Today sees the long awaited release of OP SmartDesk v2.0.4110, customers can access this download from their customer accounts here - https://www.opsoftware.net/customers/

 

This release has a number of new features, streamlining of exisiting workflows and a number of bug fixes - More information can be found on our change log here - Change Log - OP Software Issue Tracker

 

Some New Features in v2.0.4110 :

 

- More Asset Management Reports

- Improved Live Chat Facility

- More Network Management Features

- Ability to add a Support DropBox to any website or webpage to allow instant support

- Ability to cc other users in on incident updates

- Improved Email Polling - no longer a requirement for external polling

- Improved LDAP integration

 

New Free Schools Edition Now Available

 

As part of this release sees a new free schools version of OP SmartDesk which allows schools to get onto the helpdesk ladder at no cost or risk to them. The free version is only limited in the following way:

 

- Single Tech User (Unlimited general users)

- No Asset Management

- No Network Management

- Hosted on our servers

 

If you are one of the few remaining My Little Helpdesk users then now maybe a good time to make that change and move over to OP SmartDesk for Free, more information on this version and others can be found here - OP SmartDesk - Web Based Helpdesk | Asset Management | Network Monitoring - You can upgrade to the full unrestricted version of OP SmartDesk at anytime.

 

Information on pricing and how to signup for the free school edition can be found here - OP SmartDesk - Web Based Helpdesk | Asset Management | Network Monitoring

 

New Support Forums Launched

 

We have been busy over the past few months and part of that has seen a new re-vamped and re-launched community forum site, in the coming months more and more how to guides are going to be added in a bid to centralise access to OP SmartDesk documentation. The forums can be found here - OP SmartDesk Forums

 

April Madness

 

Want to upgrade from a previous version of My Little Helpdesk? Now you can with our April Madness offer, simply quote APR3011 when signing up and get an additional 30% off - Applies to upgrades only.

 

Should you have any questions please do not hesitate to contact us, as always we welcome your feedback and experiences on using OP SmartDesk.

[vikpaw]

Great news ozan, been looking forward to it, as i need some of the bug fixes. i think that file attach one is sorted in this one, as ben reckons he has no problems on his beta.

 

Really good to see a free offering for single techs a great way to help out those smaller schools; so well done Would this extend to a tech that services multiple schools? i know a few that have hesitated in the past because of this.

 

@synaesthesia - i know what you mean, if it's a stupid thing you're not even sure is a bug, i sometimes post here to make sure i'm not doing something stupid, or failing that, pm / im chat with the ad-hoc support provided by plexer / edu-it. feel free to contact me off-EG via msn / pm if in doubt. i've resolved many issues this way. plexer is the D's B's with helping out

Edited April 4, 2011 by vikpaw
clarity