In the 3rd party patching for Teamviewer would it be possible to include updates for previous major versions? Most teamviewer corporate accounts you purchase a major version which still receive bug fixes but you cant upgrade to the next major version without paying for a new licence.
ie. Purchase v11 license, you can get all the v11 updates but if you upgrade to v12 you need a new licence.
Would be good to have latest v10, v11, v12 releases available.
Hello @jonathan.webb ,
I honestly need to check this with our developer. We will keep you posted.
It was just trying to open device management in ITSM, but it came back up the next day. Sorry for leaving you hanging.
Thank you for letting us know.
Since this upgrade ServiceDesk (SD) is broken completely in the form of communication.
Emails do not leave the system at all with the new changes, roll back SD straight away.
Hello @StrobeTech ,
I`m sorry you having this kind of issue right now.
We already contacted you through email.
Thanks.
Hi @Jay
so far we have been from 28/03/2017 to 04/04/2017 with no real ServiceDesk functioning.
We were not aware until this morning until we had a flood of calls coming in because people have been complaining we are ignoring them and not providing the cover they have paid for. Yes you have a ticket open but no one is bothering to do anything on the ticket at all.
We have changed away from your email platform to fully with Office 365 and this works now and then which is better than nothing, but this is still not good enough. Why did you have to go and break a perfectly good working system by trying to be clever with compiling updates into one email for customers.
I used to speak almost daily to the Dev’s at osTicket as I make a mod for the system, and they would condemn this idea for sure; or at least give the user a choice to turn on this feature or not; and only then release it after months of proper testing.
I do love the speed of your companies development, but DO NOT release changes to SMTP comms without months of testing as this kills businesses and loses them money as this form of basic communication is the life blood of our businesses.
That is a rough one, I do have a question for you though, are the tickets not showing up in the Service Desk at all?? Or is the email function just not working?? I will keep an eye on mine, but I only had a couple ticket that came through a little late, but did make it in plenty of time to meet my SLA.
Hi @BOSS
It might be rough but after three customers within a 15 minute window ripping your head off and threatening to leave your service to go else where so I hope you can understand my position.
The issue we have been having is that we post an update within our SD section of MSP and it looks good and fine, no error or warning at all. After looking through some SMTP logs of customers that have complained SD has not even attempted to send the emails meaning either valuable information is never delivered or we have missed SLA’s.
After looking at this for most of the day (what a complete waste of my time as I have 101 other things to do) I have found that switching the Outgoing SMTP to our Office 365 address instead of POP in via Office 365 and SMTP out via Comodo is that the odd email goes out to clients; but not all clients which is actually worse.
My staff and I now and then get the odd message from the helpdesk about updates, new tickets etc; sometimes these are compiled emails which is OK for a department head or a manager like me but crap for tech staff. I just hope these does go out like that for customers as not only will it confuse most but also when replying I can guarantee it will place the reply on the wrong ticket.
Incoming has not been affected so we can call the new people up, but its the 4 days worth of tickets and their replies that has killed us.
Our SLA’s are completely out the window and until the old SD code is re-instated I do not see this improving.
We used to use osTicket native and I have said if you cannot fix give me DB details and i’ll setup osTicket plan version and jump to that with their DB until it is fixed; but once again no reply at all.
I understand where you are coming from, I may want to check mine, as I must of misunderstood your post, I use IMAP for my email protocol. As far as fixing it, or getting you DB details, I can not do such a thing, as I am not part of Comodo, and only have the same access as you to the software. Thanks for the heads up, I will look deeper into mine, as it sounds like that would of been a difficult one to troubleshoot.
I can confirm that mine is sending outbound emails, as expected. I called and asked some end users that I replied and closed ticket for, and all is well for me. Thanks for the Heads up @StrobeTech , that is certainly something I would like to stay on top of.
Hi @BOSS
I’m glad all is working for you.
I just hope they resolve the issue or better still add a switch to turn off this new collating function which is causing the issue meaning the standard native osTicket code will be back and working as required.
I had a similar issue starting out, I would be curious as to which ports he is using for his communications, I also prefer to use IMAP, as opposed to POP for my email service. I would fall back to the default, unsecure protocol ports, and test. If it is only outgoing giving an issue, change your smtp port to 25, and test. Then see from there?? Then work the way up. One may also try putting in the server’s IP address instead of the hostname to see if that helps, or anything changes. And of course, I used the Diagnostic tab under the set up to send test email to my account, which made it there within 15 seconds.
Good luck guys!!!
We have been using the system fine for about 6 months; personally I know the osTicket system very well as I have developed additional MODs for it so no issues on the config from our side I can promise you.
The issue we had was not with our config at all and is still going on with no communication from Comodo Support which is extremely disappointing, but the problem is that the SMTP server supplied by Comodo which we were using no longer works at all.
In our setup we have the following configured: -
POP3 incoming via an additional email we added (POP3 account is one of our Office 365 email addresses)
SMTP going out via Comodo’s own server and configurations within SD which you cannot alter. [We then had the system display the outgoing message as our email address to which we had updated our SPF etc accordingly]
We have now changed both SMTP and POP3 to be via Office 365 only and things are working ish…
At present it looks like some not all emails are going out which means we really do not know if people have the information or not still making the system pointless and stopping us from functioning.
The route of the problem is this new silly grouping of emails as I have see on one customer who did receive an email that they had a logo embedded from a different client again from our helpdesk. This new code needs to be removed or turned off until it is fully tested properly, and even then this should be an option we as the users of the system should be able to turn on or off as required.
As a manager or a team leader the grouped emails every 15 minutes is a nice idea, but to normal techs and end users this is the worse idea I have heard of.
EDIT
If you really are interested the details for Office 365 are: -
Direction: Incoming
Hostname: outlook.office365.com
Port: 995
Mail Box Protocol: POP + SSL
Direction: Outgoing
Hostname: smtp.office365.com
Port: 587
Authentication Required: Yes
For reference the issue is this: -
Service Desk
New Features:
Hello @StrobeTech ,
Sorry that you still having this issue on your end. Our team is doing everything we got to straighten out your concern.
I will also include the setup configuration you provided on your ticket.
Thank you for your patience.
@StrobeTech
This feature change was reverted in the middle of the week. Is it working for you now? could you please confirm?
Ilker
Can you add in
Notepad++
Paint.Net
Cyberduck
DisplayLink
Silverlight
OneDrive
Hello @Joners ,
Thank you! Appreciate it.
Notepad ++ is already supported both for 32bit and 64bit.
For other suggested applications, we need to check it and we will keep you posted.
Like what Ilker said, feel free to suggest more 3rd party applications so we can include it to our next update.