InTRanet helpdesk - guru help needed

gh_1978Thu 25/10/07 17:47

I hope some fine man on here can put me out of my misery...still enough about my personal life, let's talk Intranets.

They have recently reduced our IT Dept by 50% leaving me behind on my own. I've installed a 'free' browser based helpdesk solution which lives on the intranet and allows users to log their own jobs - then it sends me an e-mail etc.

However I've used a facility on the app to create a custom form. It lives on the intranet. However when a user who does not have inTERnet access tries to access it, it keeps giving the proxy popup box - though in fact there is no obvious reason that it needs to pull anything from the internet.

If you cancel it twice it loads the page but won't work properly - one of the drop down lists won't drop down and when they submit it just generates an error.

Could anyone tell me why it thinks it needs to go to the internet and also how I can stop it and make it work on the intranet only like it's supposed to. The Code has got lots of references to Java stuff in it - I can only just about grasp HTML code so it's all a bit meaningless to me.

If anyone can advise me with anything I might be able to do to resolve this that would be great. Interestingly the 2 NT desktops that I've got left work fine - without any need to internet access.

#55080Thu 25/10/07 17:53

Could it be something to do with it calling up an absolute address (the full http://....) rather than a relative one?

gh_1978Thu 25/10/07 17:57

My intranet address is (for example) http://myintranet

This troublesome page is http://myintranet/request.htm

Only about 40% of my users have internet access. The rest through a strange design of our WAN have to have the proxy settings entered but can not get out. The proxy exceptions are set to bypass the proxy for all local addresses. I have even tried putting in the full address of the page in the exceptions to see if that helps.

I'm showing my ignorance here (my intranet has grown up over the years when I've had nothing much else to do) but what does a relative address look like ?

- Thanks for getting back to me by the way !

cuddleslutThu 25/10/07 17:57

Hi there...

Have read & understood what yr after...

I think as a "stop gap" solution to the problem...why not create an anonymous user profile on the system with a general username & password that anyone can use who doesnt have access to the system.

that way you can limit the amount of access they have but they can still send you the email requests...??

As it seems the problem you have is that these people dont have internet access. IF you then give them this access but a restricted one - that should get round the immediate problem...

Andy

gh_1978Thu 25/10/07 18:01

I have just looked up what a relative address is and am VPN'ing in to see if that works !

#55080Thu 25/10/07 18:01

what does a relative address look like ?

Absolute address = <a href="http://myintranet.com/request.htm">

Relative address = <a href="request.htm"> (assuming you're keeping request.htm in the same folder as the page with the link on)

But the idea of a general user ID might be easier than trying to cure code that isn't clear.