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FITS Compliant Web Based Helpdesk - ** RELEASED **

ICTNUT

By ICTNUT
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Edu-IT

Edu-IT

Posted
Posted
Is there any way you can tell me what format the CSV import needs to be for assets? We're working on an asset list at the minute.
ICTNUT

ICTNUT

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Sorry but there isn't a way that I can see I think it's becuase once it's in use removing it would have dire consequences.

 

Ben

 

Ben, is correct however for the next release you will be able to remove them without causing data issues :-)

Edu-IT

Edu-IT

Posted
Posted
Sorry but there isn't a way that I can see I think it's becuase once it's in use removing it would have dire consequences.

 

Ben

I know. I wasn't being funny, was a tongue in cheek comment.

plexer

plexer

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Will it be along the lines of they will still exist for future referencing but will be hidden from being used or there will be a placeholder instead?

 

Ben

ICTNUT

ICTNUT

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Will it be along the lines of they will still exist for future referencing but will be hidden from being used or there will be a placeholder instead?

 

Ben

 

Any data that you place in will still be there and available even if you change the field or remove it totally. This applies to both incident and asset management custom fields.

Edu-IT

Edu-IT

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Any chance we can have the option to add descriptions to custom fields then have the description displayed on rollover or something?
Edu-IT

Edu-IT

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Posted
Ha Ha, Nice :)

 

On a side note printer manager / inventory / stock levels is in the Sept 2011 release already.

 

BETA testers should start testing this one at the end of the week.

Are we close to a BETA?

vikpaw

vikpaw

Posted
Posted

Just run the update from April, the patched one and can't login as staff/admin.

 

Users are fine, and can go in and create tickets - view old ones. I can log in and get an "Input string was not in a correct format" error.

Going back to homepage is okay, and i see the menu options for staff db and admin db, but can't click on them. some random pages work, but nothing active - presumably that which checks i am staff.

 

Anyone had this, or suggest a resolution. I don't want to have to revert back...

vikpaw

vikpaw

Posted
Posted
Just run the update from April, the patched one and can't login as staff/admin.

 

Users are fine, and can go in and create tickets - view old ones. I can log in and get an "Input string was not in a correct format" error.

Going back to homepage is okay, and i see the menu options for staff db and admin db, but can't click on them. some random pages work, but nothing active - presumably that which checks i am staff.

 

Anyone had this, or suggest a resolution. I don't want to have to revert back...

 

Heard back from Oz and it seems that there were changes to the web.config file, there wasn't one in the upgrade folder only a sample file, so i copied my old one back in. Recreating a new one from the sample seems to have sorted it. Not sure what the difference is, as they seem identical to me, don't know if it's got a version number or something embedded. Anyway it seems to work okay again for me as admin now, and i presume staff too. :)

vikpaw

vikpaw

Posted
Posted

Found the difference in the web.config files, but it's the tiniest little tag to do with appsettings, adding the 'light' key. Not sure how that affects anything but it works. [it's hidden 35 lines further down the file - where i'd never looked before!].

 

So, the new system works great, love the workflow and extra features.

Found three minor issues so far, if anyone can confirm that would be great:

1) Still can't upload a file from a mapped drive - certainly one that is on on a server share, as it resolves the address to '\\adminserver\share\folder\file' .

2) If after creating an incident i change status to 'on hold' or 'in progress' manually, something isn't updating as the active incidents page fails to work. Luckily i change it back again and it's fine.

3) Monitor.aspx page has gone, and the old one doesn't work anymore.

 

I wont log them as bugs or issues yet, until someone else can confirm just in case it's me not doing something right...

ICTNUT

ICTNUT

Posted
  • Author
Posted (edited)
Found the difference in the web.config files, but it's the tiniest little tag to do with appsettings, adding the 'light' key. Not sure how that affects anything but it works. [it's hidden 35 lines further down the file - where i'd never looked before!].

 

So, the new system works great, love the workflow and extra features.

Found three minor issues so far, if anyone can confirm that would be great:

1) Still can't upload a file from a mapped drive - certainly one that is on on a server share, as it resolves the address to '\\adminserver\share\folder\file' .

2) If after creating an incident i change status to 'on hold' or 'in progress' manually, something isn't updating as the active incidents page fails to work. Luckily i change it back again and it's fine.

3) Monitor.aspx page has gone, and the old one doesn't work anymore.

 

I wont log them as bugs or issues yet, until someone else can confirm just in case it's me not doing something right...

 

Yep that was the change in the config file, it is a non user updateable setting i.e. it is used internally by the software itself.

 

in answer to your points above:

 

1 - We have never been able to replicate this however the file upload facility is removed in the next version in favour of a new image / file manager that creates user specific folders for incidents and allows the user to manage thier folders as well as admins. This is in BETA now and is released to testers tomorrow.

 

2 - Can you explain how you are making the changes?

 

3 - Its called projector.aspx :)

Edited by ICTNUT
typo
vikpaw

vikpaw

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Posted

Darn, on #1 as the only place i can upload files from is the local C drive. I thought it was linked to that incident regarding long filenames / paths being an issue.

The problem is that it's hard to troubleshoot if you can't type in the browse box, you have to click the button that gives you the file select.

 

#2, I create a ticket and upon creation i'm left on the incident details tab of the ticket, within incident details. If my first action is to put the incident on hold, it breaks the Staff/tracking.aspx page [invalid attempt to read data when no data is present]. Ditto 'In progress'. All other changes on that panel are fine, but not to the status. If i post a reply, then change the status, then it's fine. It's as though you can go from in progress to any status and back, but not from open to 'in progress' or 'on hold'. Maybe the incident is in weird state on creation until the first reply...?

 

#3, projector.aspx - is the laddie, works a treat, with the 'on hold' being counted properly now :)

 

Just thought of 2 more things i was going to test:

 

Test SLA rules. - i have a SIMS rule that should assign all incidents in the SIMS queue to me after 30 mins, but they just become overdue. I have SLAs on, but emails off, would this affect it?

Ability to create a quick link on the homepage to a mapped drive, or server share, rather than only to "http:// prefixed sites" but i guess that is a change request.

 

cheers

vikpaw

vikpaw

Posted
Posted

Cheers Ben, that's it. Saves me testing and logging now.

 

@ICTNUT - just been testing and the mapped drive thing seems to be flaky when it works and doesn't, so maybe it is linked to the filename / length. It definitely wouldn't work from my F: drive which is our home drive / my documents, and so is mapped differently, but only if i go direct via my documents. When i browse directly it is working via my computer. However it's fussy about the file name so it will take "F:\aBall-Pool-Rules.docx" but not "F:\8-Ball-Pool-Rules.docx" it likes "aaBall...." but not "a Ball...." At this point i run out of time, playing with different combos. All testing i just renamed the file in explorer then hit the browse button to select it.

 

Using other mapped drives seems to be working now, but it may be that only the filename was the actual issue. Don't know where we got with that filename bug on the tracker, so just going to check now.

  • Thanks 1
ICTNUT

ICTNUT

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Coming to a BETA site near you this evening the latest version including printer management....ohhh!!!!!!

 

;)

 

Ben

 

Just finishing stock control for printers and sorting update scripts.

 

BETA will include the following:

 

- Complete Print Management Solution - Remote Control and Status via SNMP

- Complete new front end user interface

- New file / media managers for incident file attachment and knowledge base

- Reworked knowledge base with articles being linked to tags and tag cloud being used for fast access to articles.

- Network management via SNMP

- Whole heap of other feature requests and updates.

 

:)

  • Thanks 2
ICTNUT

ICTNUT

Posted
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Did everything on the roadmap make it in? There's some nice features on there.

 

Roadmap - OP Software Issue Tracker

 

About 60%, the idea is to have it all in the Sept 2011 release so over the next few BETAs these will start to come in.

 

I'll get the roadmap updated later today.

 

2 week timetable and revamped room booker will be in next BETA after todays release.

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