Hi,
Using the KBOX 1100 Helpdesk for all IT helpdesk requests we recently bought a large monitor to display all open/active call via a desktop connected to this monitor. When active call screen is open and a member of the IT team logs a new call from their own pc the ticket doesnt appear automatically. I need to click on the Helpdesk/Active Calls to see the new ticket. Furthermore if I press Refresh Browser (F5) I get logged out completely and have to start all over again by logging in etc. Anyone else come across this or is there another way to display all the tickets and see the new ones as they are logged without user intervention?

Thanks

Paddy
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The way I achieve this is by using a Firefox and an addon called ReloadEvery . If you hover over the Tickets tab (alongside Software Library, Knowledgebase tabs etc) it will give a specific URL. Mine is http://wbc-kbox-1/adminui/ticket_list.php?__SPRESTORE

Stick this URL in the address and set ReloadEvery to refresh as often as you like. Using the URL ensures you aren't just logged out like hitting F5 does.
Answered 01/21/2011 by: stubox
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To elaborate on stubox's post: specifying "/adminui" or "/userui" for the admin or user console, respectively, will allow you to refresh without kicking you back to the login page.
Answered 01/21/2011 by: airwolf
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It would be nice if this were the standard behavior for /admin. Also would be nice when I timed out of /adminui it automatically allowed me to log back into /adminui but it reverts to the /admin login.

ORIGINAL: airwolf

To elaborate on stubox's post: specifying "/adminui" or "/userui" for the admin or user console, respectively, will allow you to refresh without kicking you back to the login page.
Answered 01/21/2011 by: dyehardfan
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ORIGINAL: dyehardfan

It would be nice if this were the standard behavior for /admin.  Also would be nice when I timed out of /adminui it automatically allowed me to log back into /adminui but it reverts to the /admin login.


Set your timeout to longer if desired. Ours is set to 8 hours or basically all day.

Create a favorite or bookmark for the adminui page(s) of choice. I am almost never use the admin interface since adminui is better. For example, create an awesome advanced search for whatever reason, make a favorite to easily return there, or send the long URL to a co-worker in an email and then they can see the results quickly too.
Answered 01/22/2011 by: RichB
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I do the same, I use a bookmarklet to jump to tickets, create new ones or go to specific queues having them pre-sorted. Here's my code:

javascript:s%20=%20prompt('Enter%20Ticket%20Number%20(blank%20for%20list)',');%20window.location.href='https://support.kace.com/adminui'%20+%20(s%20?%20((s=='New'||s=='new')%20?%20'/ticket.php?QUEUE_ID=1'%20:((s=='EMEA'||s=='emea')?'/ticket_list.php?ORDER[]=PRIORITY_NUMBER&ORDER[]=IMPACT_ORDINAL&QUEUE_ID=13':%20'/ticket.php?ID='%20+%20encodeURIComponent(s))%20):%20'/ticket_list.php?ORDER[]=PRIORITY_NUMBER&ORDER[]=IMPACT_ORDINAL&QUEUE_ID=1');

Note that for use queue 13 is EMEA and Queue 1 is NA.

This could be made much more elegant, but just something whipped together that's given me a lot of mileage. If you do edit it, post your code if you think it useful.
Answered 01/24/2011 by: GillySpy
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Other than the obvious fact that the admin is for admins, what specifically is the difference between:

a) For users: The root URL of our KBOX, say kbox.mycompany.com, and kbox.mycompany.com/userui ?

b) For admins: kbox.mycompany.com/admin and kbox.mycompany.com/adminui ?
Answered 01/26/2011 by: bostonbound
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adminui lets you refresh the page.

:)
Answered 01/27/2011 by: dchristian
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If a user logs into http://kbox they get the kbox/user interface where the URL remains http://kbox no matter where they navigate. Using the browser's refresh takes you out to the login screen and pages can't be bookmarked.

If a user logs into http://kbox/userui they get full URLs that can be bookmarked or refreshed.

If an admin logs into http://kbox/admin they get the same unchanging URL, not refreshable or bookmarkble. You can get the full URL if a link is right-clicked and then opened in a new tab or window.

If an admin logs into http://kbox/adminui they get full refreshable, bookmarkable URLs.
Answered 01/27/2011 by: RichB
Third Degree Green Belt

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The software we use now provides a GUI that lets us select the "Refresh This Page" time. Is there any feature in KBox that will do this instead of having to use third party software or continuously hit the refresh/click the tab?
Answered 05/03/2011 by: rjobe
Fourth Degree Green Belt

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rjobe - as indicated in the thread, this is not currently a feature. Please submit feature requests at http://kace.uservoice.com
Answered 05/10/2011 by: cblake
Red Belt

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