Help Desk FAQ

Help Desk » FAQ

1. I am a registered user of Jitbit web based Help-Desk. How do I upgrade to the latest version?
2. I have read that Jitbit HelpDesk creates auto-incidents from incoming emails. How does this feature work?
3. How can I modify the messages in the notification-emails sent by the HelpDesk software?
4. I purchased the HelpDesk software with the source codes and when I try to open it in Visual Studio 2005/2008 I get the following error: "The project file ... cannot be opened. The project type is not supported by this installation."
5. I want to evaluate the Help Desk Software. If I put the Evaluation Version on our production server will it be possible to upgrade it to the licensed version after evaluating without loosing our data?
6. Your HelpDesk software does not send emails! Help?
7. Will Jitbit Helpdesk support windows-authentication for my domain users?
8. Is there a way to change the look of the helpdesk application (color theme, logo) to match my company and website?
9. No notification is sent to admins when a new ticket is submitted to helpdesk. Why?
10. When I try to install Jitbit Help-Desk under IIS7 using the "setup.exe" automated installer I get the "installer was interrupted before Jitbit HelpDesk could be installed" message. What do I do?
11. How do I create a technician-user in Jitbit Helpdesk?
12. If I purchase the "no-sources" full version, can I later purchase the source version for the difference?
13. Error "The installer was interrupted before Jitbit HelpDesk could be installed" when trying to install on IIS7 (Server 2008/Vista)
14. I bought the helpdesk application source code and when I try to compile it, I get the error: "Could not load file or assembly '...\HelpDesk\import\ActiveUp.Net.Common.dll' or one of its dependencies. Operation is not supported. Exception from HRESULT: 0x80131515)"

I am a registered user of Jitbit web based Help-Desk. How do I upgrade to the latest version? (top)

Please download the latest full-version of the HelpDesk using your existing download password. You will get all the required .ASPX files, SQL-scripts etc. For instructions on how to upgrade to the latest HelpDesk please see our manual here.

I have read that Jitbit HelpDesk creates auto-incidents from incoming emails. How does this feature work? (top)

Jitbit Help Desk checks a specified email address every N minutes/seconds. When a new email is found, the HelpDesk creates a new issue, or updates an existing one (if it finds a "#issue#XXXX:" text in the message subject).

How can I modify the messages in the notification-emails sent by the HelpDesk software? (top)

Simply go to the administrator panel and edit the notiicaton template.

I purchased the HelpDesk software with the source codes and when I try to open it in Visual Studio 2005/2008 I get the following error: "The project file ... cannot be opened. The project type is not supported by this installation." (top)

Jitbit HelpDesk is a web application project that should be opened in Visual Studio 2010. If you do not the have Visual Studio 2010, create an empty web-applicaiton project in VS2005 and all files to it one-by-one.

I want to evaluate the Help Desk Software. If I put the Evaluation Version on our production server will it be possible to upgrade it to the licensed version after evaluating without loosing our data? (top)

Yes, of course. To upgrade to the full version you will just have to replace one .dll-file in the installation directory.

Your HelpDesk software does not send emails! Help? (top)

Please make sure you specified the correct smtp-mail server address, port, username and password. Also make sure that there's no antivirus software blocking your IIS web-server and ASP.NET from connecting to your mail-server.

Will Jitbit Helpdesk support windows-authentication for my domain users? (top)

Yes. It will even try to populate the user's details from Active Directory. More info here.

Is there a way to change the look of the helpdesk application (color theme, logo) to match my company and website? (top)

Yes. Jitbit Helpdesk uses ASP.NET masterpages feature, so you can edit one file ("HelpdeskMaster.Master") to change the look and feel of the whole application. Optionally you can also modify the "style.css" file and images. You can also modify the HTML-layout of any specific page by editing the .aspx-files (without buying the source codes).

No notification is sent to admins when a new ticket is submitted to helpdesk. Why? (top)

Admins are NOT notified of new issues by default. "Technicians" are notified. Technician is a user, assigned to handle tickets in a specific category. Please see the "user roles" section of the manual.

When I try to install Jitbit Help-Desk under IIS7 using the "setup.exe" automated installer I get the "installer was interrupted before Jitbit HelpDesk could be installed" message. What do I do? (top)

This is a known bug in Microsoft's web-application msi installer. Please turn on the "IIS 6 compatibility mode" (like described here) OR install the product manually by copying the files to your web-server.

How do I create a technician-user in Jitbit Helpdesk? (top)

To make a user a technician you have to grant him permission to handle tickets in a category. Go to the administrator page - categories - edit category - and add users, that have the right to handle issues in the category.

If I purchase the "no-sources" full version, can I later purchase the source version for the difference? (top)

Yes of course you will be able to upgrade just by paying the difference. Click here tp upgrade: upgrade now.

Error "The installer was interrupted before Jitbit HelpDesk could be installed" when trying to install on IIS7 (Server 2008/Vista) (top)

IIS 7 comes with a new configuration system, that might cause trouble. For compatibility, IIS 7 includes Metabase Compatibility Support called IIS 6.0 Management Capability Feature.

• For Windows 7/Vista go to "Control Panel -> Programs -> Turn Windows features on and off -> Internet Information Services -> Web Management Tools -> IIS 6.0 Management Capability Feature"
• For Windows 2008 go to "Server Manager -> Roles -> Web Server (IIS) -> Add Role Services -> IIS 6 Management Compatibility"

I bought the helpdesk application source code and when I try to compile it, I get the error: "Could not load file or assembly '...\HelpDesk\import\ActiveUp.Net.Common.dll' or one of its dependencies. Operation is not supported. Exception from HRESULT: 0x80131515)" (top)

Open the folder in Windows Explorer, right-click the DLL-file mentioned in the error message, choose "properties" and click "unblock".