[FQuest Notice] Service Desk Upgrade/Maintentance

[Bob]

What: FutureQuest Service Desk Upgrade
When: Thursday, Jun 3, 2010
Start: 4:00 AM EDT
Duration: Up to 4 Hours

Impact:
1.The FutureQuest Online Service Desk will not be accessible during this Upgrade/Maintenance window.
2. Email sent to Service@FutureQuest.net will be queued during this period of time for delivery to the new Service Desk when completed.

FutureQuest is upgrading our Service Desk Software to a newer version of Kayako. This is a major version upgrade.

During this switch the Online Service Desk and Knowledgebase Articles will not be available and email sent to Service@FutureQuest.net will not be received until the switch has been completed. Once completed http://Service.FutureQuest.net will be based on the upgraded Kayako eSupport software.

Any emergency service requests should be posted in the Community Forums during this switch which will be monitored closely for any situations requiring our immediate attention. Routine service requests should either be emailed or held until the switch has been completed.

All emailed Service Tickets will be queued and delivered to the new Service Desk and answered as soon as possible after the switch has been completed.

We thank you in advance for your cooperation during this upgrade which will enable FutureQuest to continue to provide enhanced service and support.

-Bob

[Matt]

I look forward to hearing your thoughts / impressions of the latest version after a few weeks. -Matt

[hobbes]

Some comments on the new s/w:

- The initial email confirming receipt was a bit slow (~7 minutes), and contains multiple blank lines (double-spaced?)

- The link for checking the ticket online does not automatically log me in (perhaps because I don't yet have an account?)

- The service desk is not as nicely integrated into the FQ design (yet?)

- The service desk does not use SSL even though it asks for password and presumably exchanges cookies. Shouldn't this be integrated with QuestAdmin?

Hopefully the upgrade is still a work in progress?

[Bob]

Some comments on the new s/w:

- The initial email confirming receipt was a bit slow (~7 minutes), and contains multiple blank lines (double-spaced?)

Not sure on the delay but the formatting of the reply seems to be very email reader specific and in testing I have seen perfect formatting in one email reader and similar results to what you describe in another and we will be looking into this as time permits...

- The link for checking the ticket online does not automatically log me in (perhaps because I don't yet have an account?)
As far as I know that would be correct, the old service desk had similar behaivor and unfortunately "accounts" do not appear to have migrated...

- The service desk is not as nicely integrated into the FQ design (yet?)
That is somewhat planned... We are still evaluating what direction that will take... :dunno:

- The service desk does not use SSL even though it asks for password and presumably exchanges cookies. Shouldn't this be integrated with QuestAdmin?
SSL is an area we are working on for the Service desk however it has never been available in the past and would be a "new" addition if implemented at some point.

I don't believe we will ever see QuestAdmin and the Service desk integrated for the same reason as QuestAdmin and the Forums are not integrated, security and privacy issues...

Hopefully the upgrade is still a work in progress? Always :)

-Bob

[manfred]

Maybe I found a bug or a dead link. ;)

http://www.futurequest.net/Support/ => click on "View Ticket Status" brings up a blank page?

[Arthur]

Maybe I found a bug or a dead link. ;)

http://www.futurequest.net/Support/ => click on "View Ticket Status" brings up a blank page? Thank you. The links on that page have been corrected.

-Arthur

[hobbes]

Thanks for enabling SSL, however is it possible to have a valid cert that doesn't require an exception?

[Terra]

It is on my ToDo list for Monday as I have to speak directly with DigiCert regarding this and a non-related renewal...

We only got that fired up with a self-signed CERT to satisfy your request and what was important was the encrypted communication channel... So for now, just add an exception or use the non-SSL one in the meantime...

[hobbes]

No problem Terra. Wasn't sure if FQ staff already had the exception added for something else and may not have realized clients would have seen the message. Thx for adding SSL.