InstaAlert Login Trouble

AnthonyIsDa · **InstaAlert Login Trouble -** 27-09-2005, 06:58 PM

I can only get instaAlert working with my admin login, not my staff login. Is there a setting somewhere that allows instaAlert or is this a bug? I would think that staff should be able to get instaAlerts, but I can't figure out how to get my staff login to work. Any help would be appreciated.

Thanks
Anthony

womansnet · 27-09-2005, 07:56 PM

I can't get instaAlert to work at all. It asks for a "swift" directory and v3.00.12 does not have a swift directory. I can't find any instructions for getting this set up to the correct place so it will check. All I get is Failed to communicate with server! errors.

Any advice?

Neil-UKWSD · 27-09-2005, 08:52 PM

Hi,

It's asking for the swift url, this is the url to your install, for example if you have it installed under http://mydomain.com/support/ this is what you need to enter.

womansnet · 27-09-2005, 10:49 PM

hmmmm.... I've tried that too and still am getting the can't connect error

gtyler · 28-09-2005, 10:22 AM

where do we get this magic license for the device id? instalert refers you to the members interface but - there is no place to input the device id and input a license. was the 'release' of the new version here a 'half release' where you can download the new instalert but not actually use it yet?

womansnet · 12:52 PM

Once you open the IA, it asks you for a license #. There is a number there you need to copy. Then go into the member area where you downloaded the software and input the device ID# from IA and then generate the license # to put back into the IA. It's kind of confusing but you only have to do it once.

You also have to have purchased a license for the InstaAlert for this version.

I have already done that part but the darned thing still doesn't work. I think since I have the software in my root directory rather than in an esupport directory, it is not going to work for me so I've wasted the money

Neil-UKWSD · 28-09-2005, 01:01 PM

Hi,

Is should make no difference which directory you eSupport/SupportSuite installed in, you should just enter the URL to where it is installed in the SWIFT URL box and enter the logon details for your staff member.

You don't have to purchase a licence to use the new IA, there are now 2 versions Basic and Pro the only difference between the two at this time is the Pro version adds a tree view to the main window so you can see the departments and statuses that have tickets under them.

womansnet · 28-09-2005, 01:06 PM

Thanks for that info. Maybe I should try the basic version because the pro version doesn't work. I have installed the one that came with the distribution. Where do I get the other version?

Neil-UKWSD · 28-09-2005, 01:09 PM

Quote:

Originally Posted by AnthonyIsDa

I can only get instaAlert working with my admin login, not my staff login. Is there a setting somewhere that allows instaAlert or is this a bug? I would think that staff should be able to get instaAlerts, but I can't figure out how to get my staff login to work. Any help would be appreciated.

Thanks
Anthony

Hi,

I've just tried to login with a user set to the Staff group and it worked fine, this was using the following build:

Version: 3.00.12
Build Type: CVS
Build Date: 26 Sep 2005 01:22:48 AM

Neil-UKWSD · 28-09-2005, 01:11 PM

Quote:

Originally Posted by womansnet

Thanks for that info. Maybe I should try the basic version because the pro version doesn't work. I have installed the one that came with the distribution. Where do I get the other version?

Hi,

The build that came with the distributions is both versions, paying for the Pro version simply unlocks the features.

womansnet · 28-09-2005, 01:20 PM

Then maybe you can offer another explaination as to why mine always says it cannot log into the server?

Neil-UKWSD · 28-09-2005, 01:26 PM

Hi,

I can test it from here if your willing to PM me the url and some staff details to input into IA to see if I can connect.

AnthonyIsDa · 28-09-2005, 05:34 PM

<Slaps head>
I was using the wrong password for staff login. duh.
</end slap>

As for the directory issues - the directory you should point to is the one with swift.php in it. that should be the root directory of eSupport (which we have as a subdirectory) So we got it working by pointing to http://our.site.com/esupport/ (Trailing slash required, I think...)

If installed in root, I suspect it should be http://your.site.com/

We don't have pro version (still in trial period), so I just cancelled registration and now get IM style popups whenever a new ticket has come in (it checks every 2 minutes - default)

I hope you get it working! It took us some trial and error.

Anthony

womansnet · 28-09-2005, 05:38 PM

I got it working!

My firewall was blocking it, so I added it to my allowed programs and it now works perfectly. Thanks to Neil, we got it all straightened out.

***Varun Shoor*** · 28-09-2005, 11:04 PM

Thanks for updating the thread and many thanks to Neil for such detailed posts!

Regards,

Varun Shoor

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AnthonyIsDa Offline New Member Posts: 5 Join Date: Sep 2005	InstaAlert Login Trouble - 27-09-2005, 06:58 PM I can only get instaAlert working with my admin login, not my staff login. Is there a setting somewhere that allows instaAlert or is this a bug? I would think that staff should be able to get instaAlerts, but I can't figure out how to get my staff login to work. Any help would be appreciated. Thanks Anthony

womansnet Offline New Member Posts: 6 Join Date: Sep 2005	27-09-2005, 07:56 PM I can't get instaAlert to work at all. It asks for a "swift" directory and v3.00.12 does not have a swift directory. I can't find any instructions for getting this set up to the correct place so it will check. All I get is Failed to communicate with server! errors. Any advice?

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	27-09-2005, 08:52 PM Hi, It's asking for the swift url, this is the url to your install, for example if you have it installed under http://mydomain.com/support/ this is what you need to enter. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

womansnet Offline New Member Posts: 6 Join Date: Sep 2005	27-09-2005, 10:49 PM hmmmm.... I've tried that too and still am getting the can't connect error

gtyler Offline New Member Posts: 2 Join Date: Aug 2005	28-09-2005, 10:22 AM where do we get this magic license for the device id? instalert refers you to the members interface but - there is no place to input the device id and input a license. was the 'release' of the new version here a 'half release' where you can download the new instalert but not actually use it yet?

womansnet Offline New Member Posts: 6 Join Date: Sep 2005	28-09-2005, 01:06 PM Thanks for that info. Maybe I should try the basic version because the pro version doesn't work. I have installed the one that came with the distribution. Where do I get the other version?

womansnet Offline New Member Posts: 6 Join Date: Sep 2005	28-09-2005, 01:20 PM Then maybe you can offer another explaination as to why mine always says it cannot log into the server?

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	28-09-2005, 01:26 PM Hi, I can test it from here if your willing to PM me the url and some staff details to input into IA to see if I can connect. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

womansnet Offline New Member Posts: 6 Join Date: Sep 2005	28-09-2005, 05:38 PM I got it working! My firewall was blocking it, so I added it to my allowed programs and it now works perfectly. Thanks to Neil, we got it all straightened out.