Web HelpDesk for version 4.3 after upgrade

Open discussion about the Asset Navigator Web HelpDesk

Web HelpDesk for version 4.3 after upgrade

Postby DSR on Mon Mar 29, 2004 4:52 am

A little and maybe stupid question.

We bought Version 4.2 enterprise version of AN.

We had the same problems as anyone here with the AD login and hypertext links in the KB.

I saw that version 4.3 came out (Coool) and downloaded it immediately.

After download it updated the SQL database (No problem with that).

The problem I have now is that the web help desk no longer works (What I can easily understand) but I didn't find any link where to download an updated version.

Could you please explain me the procedure to get an update?

Thank you for your help.
DSR
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Location: Switzerland

Postby surint on Mon Mar 29, 2004 7:45 am

Try to check for updates from the machine where Web Helpdesk has been installed to. You should have corresponding shortcut in the Start->Programs->Alloy Software called "Check for Updates".
AutoUpdate works only for products that installed on the current PC.
surint
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Postby DSR on Mon Mar 29, 2004 11:31 am

Hello.

You're right...
There is an update option at the path you indicated... Didn't event checked it (ooops)

Only small problem, It says that the helpdesk doesn't need an update.

Isn't there a full version of the web helpdesk available for new AN costumers? That should install without problem and would be much easier to use in case of a future re-install.

Thanks again for your help.
DSR
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Posts: 10
Joined: Wed Feb 25, 2004 3:46 am
Location: Switzerland

Postby mhull on Mon Mar 29, 2004 12:40 pm

The auto-update function is currently down while we update the 4.3 installers. It will be available again as soon as possible, and we will announce when it is.
mhull
 

Postby mhull on Mon Mar 29, 2004 3:07 pm

Auto-update is now available
mhull
 

Postby DSR on Tue Mar 30, 2004 9:40 am

Hello...

Update worked correctly. Thank you for your help.

But it's still impossible for the users to use windows authentification.

All the followoing tests failed :
- Auto-register from windows authentication
- Assign individual users from AD to the WebHelpDesk user list
- Assign an AD group (In this case HDUsers) as authorized user groups for HelpDesk authentication.

SQL Server and IIS are on the same machine and except this everything works.
Are there still some of these bugs remaining form version 4.2.x? or is there a Workaround?

Thank you for your help
DSR
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Posts: 10
Joined: Wed Feb 25, 2004 3:46 am
Location: Switzerland

Postby Support Team on Tue Mar 30, 2004 10:14 am

It sounds like your virtual directory is configured for anonymous access.
Support Team
 

Postby DSR on Tue Mar 30, 2004 10:44 am

Fast answer... Thanks ;-)))

Nop... It isn't...

But forget it... It works at least partially as I want. I can make users log in through their Windows account (direct loggin).

The thing I couldn't make run is to select a AD group where specific users can access to the helpdesk...

But forget it, For the moment it's not so important and I can wait for the next patch/upgrade

Thanks again and have a nice week
DSR
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Posts: 10
Joined: Wed Feb 25, 2004 3:46 am
Location: Switzerland

Postby mhull on Tue Mar 30, 2004 12:00 pm

FYI, you shouldn't expect a future release to fix your issue. It definitely sounds configuration-related, so no upgrade is going to resolve it.

It sounds like you don't want to troubleshoot this right now, but if you want to in the future please email support@alloy-software.com with a reference to forum ID 2344 for further assistance.
mhull
 

Web Help Desk After Upgrade

Postby jeremy_houp on Mon Apr 12, 2004 3:42 pm

I upgraded Asset Navigator and the Web Help Desk using the AutoUpdate, but now after the upgrade I cannot access the Helpdesk. I receive the following error message:

Microsoft VBScript runtime error '800a01b6'

Object doesn't support this property or method: 'GetUTCDateTime'

/helpdesk/TimeZone.asp, line 59

How can I correct this?
jeremy_houp
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Postby mhull on Mon Apr 12, 2004 5:08 pm

It looks like the update was not entirely successful, and some old files were not replaced. You should uninstall your web interface, reboot the web server, then reinstall it to make sure it is installed correctly.
mhull
 


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