ICTNUT

Email Polling what are you connecting to? Yes I have tested the bulk upload and manual creation of users on the demo site and these work fine so i agree I think it is possible that dfergusson may has some unique issue. Deleteing user has always been an issue do to the way that incidents are linked to users, I will add in for Mondays update that if a user does not have any incidents logged for them then you can simply remove them, however if they do then you can override this and remove all the incidents also, effectivley clearing the user and all associated data from the database. This would however affect any metrics produced by reports. As far as the script error goes are you testing on the server itself? If so do you have IE Security turned on? also it is worth adding the helpdesk site to the trusted sites list in IE too. Firefox does not suffer from this, but it is worth it if you can to test with firefox to see if the error is still there. Yes copying the files over making sure you overwrite them should be sufficient however I tend to do the following when I upgrade: Backup the database, a .bak file is fine for this. Backup all the helpdesk files to another directory then remove all files and folders apart from the App_Data folder, leave that there. Then copy in all the upgrade files making sure you overwrite the app_data folder when prompted. This way you can be sure you have the latest clean files. Hope this helps

If you goto the event viewer on the web server under the application log you will see some errors and warnings produced by OPSD, can you PM me the error you are getting (may contain sensative information) Also is this a clean install? I note you are still using MLH, did you try to use the exisiting database and upgrade it?

Vik, Seeing as you have added duplicate users to your database and that you have issues with files I would say do a clean install using the latest FULL release. This issue surrounding the email poller settings not saving was fixed in the full version. As we will have a fix to the Users area access issue on Monday I would wait and apply that version as it will be the full version including the hot fix. We aim to get this up tonight so that user can apply the update first thing although I am aware that it is half term next week. When adding uses via the bulk upload tool there is no check currently performed to see if a user already exisits in the helpdesk, this has been added to the tracker and will be resolved in a future release, so you need to insure that users already in the helpdesk are remove from your upload file first.

OPSD has never auto created account like it did in My Little Helpdesk, this was why the bulk upload tool was added to provide a quick and easy way to add users.

Vik, that error your are showing would look like you have a mixture of files, some old and some new. This is error is produced as some opf the components have been upgraded since the last full release and it does not look like these have been fully upgraded when you copied the files over. As for not backing up prior to an upgrade, well I say it over and over make sure you backup it all up first. All others that are having issues accessing the users area I have found 2 issues, 1) if you remove a department that is no longer required but a user is still linked to it, it has ben set as thier primary queue, this will break the users area. 2) When adding new users either one by one or by using the bulk upload tool the default queue is not being set and this then breaks the user area. The good new is that there will be a hotfix for this ready for Monday morning, we are working through the weekend to resolve this.

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

I wish

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

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

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

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.

Hi vik, All upgrades contain updates from each previous update so there is no need to update sequentially Have you carried out the data upgrade when you applied the beta, from the error I would say no

Vik, just emailed you but yes you do have access o the BETA site so i would suggest you jump on there and download the latest version. Plexer and the guys are in final stages of testing with a view to having the release out at the end of next week, maybe before if all goes well. We seem to have squished a number of issues and have a full implementation of Asset Management & Live Chat too. Give me a shout if you get stuck with anything.

I have just resent it for you

The only thing not included is asset management, hosted by us and limited to a single user.

Yes sorry it has been on those days busy, busy, busy I have replied to your email, let us know if you have any further questions

This is on the roadmap as it has been requested alot, so in answer to your question yes. We have just finished the first release of the live chat facility, more information can be seen here : OP SmartDesk Live Chat – 1st Look | Help desk Software, Customer Service Software, Support Ticket Software, Trouble Ticketing System, Asset Management Software Network diagnostic and monitoring tools are being included in the next 2 releases so we have a busy few months ahead of us but we are getting there

Hi tricks, The release has been put back to the end of the month (Jan 2011). We want to get a full update for the asset management portion as the next 2 releases we will be concentrating on the new network management potion of the software. Monitoring servers & services, switches, wireless, printers, & SNMP facilities. We are on target with testers fully engaged in testing. As soon as it is out I will post up on here and you can all go grab it

Russdev, I have something like this you can use, have not used it in awhile so it may need testing on Windows 7. If you want it i'll dig it out for you. [edit] WOW just noticed how old this thread is, thats what happens when you hit auto pilot [/edit]

Hi All, Lots happening over the next week so I thought I would just give you a quick update. Happy new year to all, hope you all had a good Christmas break :-) January 2011 Special Offer For the whole of January we are offering a further 30% off the already discounted education price bringing the software down to just £210 for a full helpdesk with integrated asset management with network management and monitoring coming in the next few months. As part of the offer you will also get our web based network monitoring tool (OP SmartMonitor) too. Simply quote promo code: 30JAN11 when ordering or stick it on your purchase order. This offer is also open to those of you that have renewals coming up Next Software Release The next version of the software has been with testers for a while now and all going well (it seems to be) we will be releasing a new version at the end of this week, 15th Jan. If you would like to see what is in the next version take a look at the change log here : Change Log - OP Software Issue Tracker If you would like to see what is coming in future release take a look at the road map here: Roadmap - OP Software Issue Tracker Anyone who has a current software license will get the upgrade automatically. BETT 2011 As usual, has alomost become tradition, we will be helping out at the EduGeek stand (G89) this year so make sure you come on over to say hi. We look forward to seeing you

The easiest thing would be to create an email distrbution group and add the users that you need to be notified to that group. Within OP SmartMonitor simply add the email address of the group and they will get the email.

I would take a look at EduSweep — Paul Beesley as this is a far superior bit of software to ANFS.

Hi All, Between the 1st Dec 2010 and 1st Jan 2011 we will be making changes to our hosting platform in orde to continue to provide a reliable and stable hosting service. Full information can be seen on our blog ( OP Software Hosting Platform Changes | OP SmartDesk - Customer Support Made Easy. ) or our support site ( OP Software Support Centre :: Home ) Just a quick update to keep you all in the loop

Hi All, You asked, we listened We are making preperations for Self Hosted installations of OP Smartdesk to return. A new installer and installation manual has been created to make on site installations easier and trouble free with the installation manual covering 60 pages in order to cover most possible setup scenarios. The install manual can be found here : OP Software Support Centre :: Knowledge Base Our website will be updated over the next few days to allow for direct ordering, however, we still do recommend you go for the no obligation 30 day private trial as this will give you the best feel for the software. You thoughts would be great on this

Hi Vik, Have just sent you a PM with access to an installer which will create a clean database for you as there seems to be something funky going on, let me know how you get on.