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ICTNUT

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  1. ICTNUT
    I can confirm that this is the case and have added it to the tracker so it should get fixed this week. I have not been able to reproduce this.
  2. ICTNUT
    Have checked at a couple of live schools with over 3000 incidents logged and it seems to be countuing as expected
  3. ICTNUT
    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
  4. ICTNUT
    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?
  5. ICTNUT
    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.
  6. ICTNUT
    I am looking into this one now, you will not be able to change the SQL as it is not accessable
  7. ICTNUT
    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 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. Ahh yes Bug Tracker - http://www.opsoftware.net/tracker/ 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
  8. ICTNUT
    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
  9. ICTNUT
    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
  10. ICTNUT
    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.
  11. ICTNUT
    Vik, A bit of info needed. What browser(s) are you using, version number if possible? Waht additional text are you after?
  12. ICTNUT
    I have just logged several on both our OPSD site and our OP Software site both of which goto different queues and no errors. Can you PM me with what you did so I can try and replicate.
  13. ICTNUT
    I can see that there is a double quote missing (") at the end of the script line:
  14. ICTNUT
    OOoo look my diary from next year just filled up
  15. ICTNUT
    Nope sorry can't help there as it was part of the studio props and costumes department. I don't have my own :-)
  16. ICTNUT
    OMG !!!!! The secret is out cheers Russ Seriously, honest gov, it my brother
  17. ICTNUT
    Yes i would agree the web.config file should be retained. The user profile images can be found in the profile_images folder and yes retain those also, but in both cases if you have taken a backup you can simply restore these afterwards. I would say that the ISA proxy is messing with both the helpdesk and the email poller. I will assume that IE has proxy settings set for the ISA proxy, if this is the case I would suggest adding the helpdesk url to the Bypass local proxy list as that should then sort your scripting errors and as far as email polling goes I would say that you may need to add a rule to the ISA server for this server to talk on ports 110 & 25.
  18. ICTNUT
    Yes thats much clearer, I have pm'd you in order to help resolve this as it would appear that you may have a couple of data issues that need resolving.
  19. ICTNUT
    Yeah this would be true as the helpdesk cannot raise incidents for itself. If it could it would just end in an infinate loop or paradox, the network would then collapse, spreading to the local internet and then out to the rest of the online world. Imagine a life without eBay
  20. ICTNUT
    OK All, v2.0.4068.35253 has been released to the customers area ready for download. Get it here https://www.opsoftware.net/customers/ We have fully tested this morning and are happy that the issues raised have been fixed. Enjoy
  21. ICTNUT
    This has always been in OPSD. Aslong as you setup a dedicated helpdesk inbox the helpdesk will poll it, add new incidents or update exisiting ones, no need for staff to visit the helpdesk at all. If an email is not recognised it will be placed into a holding queue where the helpdesk admin can then delete it (spam) or add it as an incident.
  22. ICTNUT
    If there was no from email address, if the email address was over 255 characters, if the display email address was different to the actual from email address, if the subject line had more than one ] (right hand square bracket), then the poller would fail. The poller was tested linking to a gmail account with 600 emails in there some of which had the above issues, all were polled in the than 90 seconds with no failures.
  23. ICTNUT
    OK v2.0.4067.36889 has been closed and is being tested for release tomorrow, this includes the following fixes: 1 - If you remove a queue that is no longer required and a member of tech staff is linked to this queue (primary queue) this will break access to the users section of the admin area. A check has now been icluded and in order to remove a queue not only can it not have any incidents logged against it but no staff can be linked. If it is found that staff are linked a new linked staff icon is diplayed to warn you. 2 - There was an issue found with the email poller (thanks to edu-IT fo this) where the poller would fail if the given conditions were right. This has been fixed. 3 - Editing asset locations in the staff area you cause a window to open with no content, this has been fixed. 4 - Emails and dropbox were not picking up if the helpdesk was setup has a virtual directory i.e. if the helpdesk was at http://localhost/OPSD/ then it would only pickup http://localhost/. This has been fixed, thanks again to edu-IT for finding this one. 5 - Accessing the Resources day view would cause an error, this has been resolved and fixed, thanks to plexer for the heads up. 6 - Added the ability to remove users from the helpdesk database. Firstly you cannot remove an admin PLEASE NOTE: Use the user delete option with extreme care. Deleting a user will remove all traces of that user from the database, this includes: all incidents, all audit entries for incidents linked to the user, all notes for incidents linked to the user, all tasks for staff that are linked to incidents linked to the user, the user itself will be removed. Always perform a database backup prior to removing anything from the database. We will be testing live at a couple of schools tomorrow morning (21/02/2011) and provided this is OK will release to the masses for lunchtime. Our own demo and support sites have already been upgraded. Thanks for your patience and continued feedback.
  24. ICTNUT
    Yes working on it today
  25. ICTNUT
    OK as far as exchange is concerned is the server allowed to connect to the exchange server, are there any firewalls in place namely on the helpdesk server that maybe stopping outbound traffic on port 110? Yes FireFox is much quicker than IE7+, and our initial testing of IE9 is WOW is it slow...... There is no issue with bulk adding users as we did include the default queue link so by default any users added will have access to all queues. I will get sorting sorted for you for the Monday update.
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