Comments

• I'm going to have to check this out. I'm sure it will require some firewall changes which will be pretty hard to get though. - petelanglois 11 years ago
• I'll be interested to see if you run into any firewall issues (I'm one of the developers for the iOS version). K1000 GO uses HTTP/HTTPS for all communication to the K1 - hopefully your firewall allows traffic for those ports for the usual Web UI access, if so you should be OK. Good luck! - JuanGatica 11 years ago
• I'm using this product now with my VPN and its working pretty well. I did notice some things that were not working such as choosing the submitter, and custom fields that we have in our tickets. But I've been opening tickets and finishing them when I get back to my computer. - jlazerus 11 years ago
  • Hi, I have reproduced the inability to change the submitter on a ticket (and verified it's supported in the web UI :-) I'll submit a formal bug report inside our bug tracker for that. Regarding the custom fields, could you describe what you're seeing? - JuanGatica 11 years ago
    • We added a department field which is custom under the queue configuration that uses a select list and location field (also custom) which queries our asset locations that we manually entered into the asset module. The list shows up on the web UI but nothing happens for both fields on the app. Those fields are required for us but I had to change the settings so that they were required on close so that I could use the app. - jlazerus 11 years ago
• Thanks jlazerus on the custom field type issue report - it turns out we currently only fully support "text" and "checkbox" types, and the rest are currently don't report or allow to edit. There is an issue tracking the remaining custom field types, I'll make sure it gets upped in priority. Thanks for your help, and I apologize for the inconvenience. - JuanGatica 11 years ago
  • Thanks much. - jlazerus 11 years ago
• I just discovered this app existed this morning and installed it. It says to contact the administrator for options. I have had a poke around really quickly just now but for the benefit of myself and everyone else here, can someone please give me a prod in the right direction?
  
  We already have remote access to the k1000 via a public IP. What else is required?
  
  Cheers,
  AC - designworks 11 years ago
  • Hmm.. the big ones are: K1 needs to have the global "Mobile access" switch enabled, and the user account trying to log in needs to also have "Mobile access" enabled. Finally, the account role needs to be administrator or "Service Desk Staff" roles (we don't have end-user support right now).
    
    Does that help? - JuanGatica 11 years ago
    • Thanks for the super fast reply. I'm afraid it doesn't.
      
      Can you tell me where the mobile access switch can be found? I also cant see a mobile access option in my user account screen.
      
      We are on v5.4.76847 still. Is that the problem? We didn't jump onto 5.5 as we read about some issues people were having with it initially so we are waiting for a point release. - designworks 11 years ago
• Hi designworks (odd that ITNinja doesn't allow me to reply to the reply!) - yes, it's strictly for 5.5, it won't work with 5.4, we added a REST API in the 5.5 K1 release that the mobile app requires. Sorry! - JuanGatica 11 years ago
  • yeah I thought you were going to say that. I am now going to open a ticket with Kace support. Our K1000 seems to think its up-to-date when clearly its not. =/ - designworks 11 years ago
  • At the moment you can only reply two levels deep to avoid running out of width for comments as they indent, but as the comments appear in chronological order we hope it is not confusing. - bkelly 11 years ago
• I downloaded the app and opened a ticket with support and in the meantime I found a few things that should help a few people......(at least on the IOS side still trying to get the android client to connect but that could be our wifi)
  
  1) The documentation from the K1000 states that you should use <K1000 hostname>\admin or <K1000 hostname>\adminui all that is needed is <K1000 hostname>
  2) I was told by support that I needed to have SSL enabled..... If your K1000 does not use SSL then turn SSL off and it will work fine
  If you follow the server side directions for enabling access in control panel and enabling access for the users and use the above note you will get connected
  
  We are still getting some notice about push notifications but, I have not yet run that down....
  
  Hope these notes help!!! - ronfalkoff 11 years ago
• Ok, maybe I am missing something (a DISTINCT possibility), but I am REALLY struggling with this app. First, I can't save ANY changes. I get a connection error. Second, I can't create a ticket. Same error. Third, I can't add work time as I can through the web. That pretty severely limits how my techs can use the app since I have provided mobile devices to all of them. Finally, for now, it seems I used to be able to click on the associated asset and get the inventory information on THAT asset. Now, it just brings up the entire inventory list. I updated last night when the update dropped, but nothing has changed. Please tell me I am missing something (and what I need to do to correct it). Thank you! - shalomlej 10 years ago
  • Hi ... regarding ticket work, true, the K1 GO application does not currently support viewing and editing ticket work. It is something that we are working on though, although I cannot comment on exactly when it will be available.
    
    The issue with associated asset, I imagine you're referring to the "Device" row in the ticket details, where you can associate the ticket to a machine? I'm aware that the touch target is rather small for that circled chevron to see the machine details, but it ought to work. By default tapping on the row does bring up the machine list, but if you can carefully tap the circled chevron you should be able to see the machine details. I assume your account is an admin that has access to inventory?
    
    Finally, seeing "connection error" on ticket save and ticket create.. I'm wondering if your service desk queue has a configuration that we don't deal with correctly. First of all, can you attempt the save or create, run into the problem, and then go to the K1's access log? You should see a "PUT /api/ticket" or a "POST /api/ticket" row for the attempted operation - I'm wondering what HTTP status code is getting returned.
    
    Do you have any special queue configuration, say custom fields that are also marked as required? What about special fields that have say custom SQL? Also, what release is your K1, and what is the language/locale that you're running the app from? Thanks in advance for your help, I am definitely interested in rooting out the problems with the app. - JuanGatica 10 years ago
    • Another question - seems like there might be an issue if the "Device" row is marked required - we don't report that as required, and barrel on with the ticket save. Is the "MACHINE" field set to required in the K1 queue configuration? - JuanGatica 10 years ago
• Thank you for getting back to me. Odd, I reported this issue earlier (ticket 472220) and Eduardo told me this is a known issue. However, I am glad to have reached someone who can help me make sense of this. First, even with auto-refresh off, the log screen will not freeze. That makes it kind of hard to track this down. I did copy the entire window to notepad and searched for "api" after trying to save a ticket. That string was not found. What is really odd is that it is saying that my name has to be entered. My name IS entered. I have even tried tapping and re-selecting my name, but it still will not save. I have submitter, title, and impact set as always required. I did have a custom field: Location, set as required, but I set it to required on close, saved, and tried again. It made no difference. This is my ticket layout:
  
  SAT_SURVEY Please tell us about your recent help desk experience... Not Required User Modify
  CUSTOM_3 Location Required on Close User Create
  TITLE Brief description of the problem Always Required User Create
  IMPACT Impact Always Required User Create
  CATEGORY Category Not Required User Create
  STATUS Status Not Required Owners Only - Visible to Users
  PRIORITY Priority Not Required Owners Only - Hidden from Users
  OWNER Technician Not Required Owners Only - Visible to Users
  MACHINE Device Not Required Owners Only - Hidden from Users
  ASSET Asset Not Required User Create
  CUSTOM_1 Requested Priority Not Required Owners Only - Hidden from Users
  DUE_DATE Due Date Not Required Owners Only - Hidden from Users
  CC_LIST CC List Not Required Owners Only - Hidden from Users
  CREATED Created Not Required Owners Only - Visible to Users
  MODIFIED Modified Not Required Owners Only - Visible to Users
  SUBMITTER Your name Always Required User Create
  APPROVAL_INFO Approver Not Required Hidden
  PARENT_INFO Parent Ticket Not Required Owners Only - Hidden from Users
  CUSTOM_2 Private comments (Customer never sees) Not Required Owners Only - Hidden from Users
  SEE_ALSO See Also Not Required Owners Only - Hidden from Users
  REFERRERS Referrers Not Required Owners Only - Hidden from Users
  RESOLUTION Resolution Not Required Owners Only - Visible to Users
  
  I am on the most recent version of the code (I did an update check just before posting this). I am set for English, United States (as far as I know).
  
  The touch target is "rather" small? How about "it is the size of a single atom" :)? Could you possibly enlarge that a bit? - shalomlej 10 years ago
• You are correct that it has to be some setting on that queue. I have another queue used for a different purpose, and it works as expected from the app. If this is something you feel would be easier diagnosed if you could look at my settings, you may contact me at jonesl at gcschools dot net and I will be happy to work with you. - shalomlej 10 years ago
  • OK. It seems that recent revisions to how required fields are handled may have broken how we treat submitter field when it is marked required. Can you try turning off "Always Required" for submitter, and see if that unsticks your ability to create/save tickets to that queue? I haven't seen your connection error you talked about earlier, but now the app refuses to create a ticket unless you change the submitter to someone other than yourself. (The ticket template returns your personal user ID as the default, and the new code says to ignore the so-called default and make the user enter something else. This logic is there for other required fields, but probably should not apply to submitter) - JuanGatica 10 years ago
• Hello,
  The Article on K1000 GO (Mobile Application) for iOS is nice give detail information about it.Thanks for sharing the information about it. http://www.devrabbit.com/technology/mobile-strategy/ - DevRabbit 7 years ago