Issue | Discussion | Due Date | Complete? | Priority |
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Issue of e-mail accounts of users (the old e-mail addresses are still used in addition to the new ones, how can the old ones be removed?) | This is tricky. Kelly will look into changing the source code so that it only sends and email to the most recent updated email. Viewing tickets directly maps to the email address so this was put in place so that a person can still view all their tickets even though they may change their email. Current Status - Old tickets no longer visible if email deleted. Suggest code fix defaulting to most recent as in v3. Testing confirms email messages are being sent to all email accounts associated with the user. RESOLUTION: implementing already existing "Primary" email designation to be the only one email is sent to. Note: Kelly has determined this particular task will possibly take 3 full days to implement; because of this, he is moving on to the lower priority items first, starting with the priority 2 item Priority 1 | |||
Helpdesk failover for V4 | Fixed for the short term - if another storm comes we are ready. Long term fixes: 1) Oracle authentication - Fixed for existing users: We've created a cron job to export Oracle accounts to MySQL backup table once per hour, and a login script on bigjoe to utilize the backup table. Mike is working on getting access to JAO Oracle. 2) MySQL replication alerts - Done in Nagios (Josh) and rsyn for attachments- script is prepared, not yet a cron job. (has to be run by hand) 3) DNS redirect? - Josh Failover to be tested March 28. 2013
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Link to a given ticket is 'lost' when the user has to login to Kayako (i.e. user is taken to home page of Kayako and not to the requested ticket) (tracked as U6) | Code changes in LoginShare module. | |||
We tried to use a macro and the macros menu pop-up, then I changed my mind, went to the previous screen but the menu was still in the middle of the screen, hanging from nowhere. | Reproducible. In the staff interface on Safari, go to -> New Ticket, Macros, then hit the "Back" button. The macro box will persist and you need to close out of the browser. Andy and Kelly to test on other browsers and submit a bug report to Kayako if needed. Current Status - Bug report submitted to Kayako. Awaiting resolution | |||
Set up Andy Hale as admin | ||||
Email "From" address should contain "ALMA Helpdesk" for users. | ||||
ALMA/NRAO Helpdesk Merge | ||||
Do not allow USS staff to publish KBs | ||||
Reporting | Key report functionality needs to be reproduced in HighCharts. Priority 4 | 0 | ||
ALMA account merge/helpdesk compatibility | 1 | |||
SSO level 2 (with Maurizio Chavan) | 2 | |||
Upgrade NRAO helpdesk to v4.5 | Two events dramatically increase our helpdesk load: |
3 | ||
Upgrade ALMA helpdesk to v4.5 | 4 | |||
Unify NRAO/ALMA helpdesks | 2013-09-01 | 5 | ||
Retransmit notices when SMTP fails | 7 | |||
ALMA SSO for helpdesk staff | 15 | |||
Keep notes in the staff view when posting reply. | 40 | |||
Default Cycle 1 subject line automation | 50 | |||
Redirection of staff tickets when not logged in. | Intermittent problem for NAASC, reproducible for EA/EU *update - cannot reproduce for any ARC. Deprioritizing. |
3000 |