HelpDesk v1.63

[LEAD_WEIGHT]

Ok I did that but I do not see how I able to do this part . I went to admincp --> Usergroups--> Usergroup Manager--> Administrators , Moderators & Super Moderators--> Edit Usergroup (id=5,6,7) and only saw these options

Usergroup: Administrators (id: 6)
Usergroup Options
General Permissions
Forum Viewing Permissions
Post / Thread Permissions
Attachment Permissions
Poll Permissions
Picture Uploading Permissions
Private Message Permissions
Calendar Permissions
Who's Online Permissions
User Reputation Permissions
User Note Permissions
Administrator Permissions

But I did not see the Can create ticket or anything like it

Usergroup Settings

--------------------------------------------------------------------------------

Usergroup settings. OK this is one of the most important sections. This is where you're going to limit the usergroup's settings based on their ability to do actions in the helpdesk. It's fairly simple to understand but here is what I would recommend setting for a few of the usergroups:

Any usergroup that you just want the ability to create tickets and not manage anything. This would be usergroups such as Registered Members. I would set the settings to something like this:

Registered Users:
Can Create Tickets - Yes
Can Edit Tickets - Yes
Can Delete Tickets - Yes
Can Resolve Tickets - Yes
Can Unresolve Tickets - Yes
Can Claim Ownership of Tickets - No
Can Unclaim Ownership of Tickets - No
Can Edit Any Ticket - No
Can Delete Any Ticket - No
Can Resolve Any Ticket - No

[WhSox21]

The usergroups that are part of the ones you added to the list will not see two new links on the left hand side which will be: "Departments" and "Usergroup Settings".

Are you reading the whole posts? Read this post:
https://vborg.vbsupport.ru/showpost.php?p=622372&postcount=242

That's how you get access the one under that post is how you give usergroups access:
https://vborg.vbsupport.ru/showpost.php?p=622373&postcount=243

[LEAD_WEIGHT]

http://img209.exs.cx/my.php?loc=img209&image=16uq.png
http://img209.exs.cx/my.php?loc=img209&image=25hh.png
http://img209.exs.cx/my.php?loc=img209&image=32st.png
http://img209.exs.cx/my.php?loc=img209&image=47oz.png

I really have no clue at this I can not see anything change here. unless my IE is not letting see it but it would of left empty space or an X :disappointed:

[WhSox21]

It's on the helpdesk.php file not in the AdminCP. Try going to HelpDesk.php but make sure your usergroupid is in the list.

[LEAD_WEIGHT]

It's on the helpdesk.php file not in the AdminCP. Try going to HelpDesk.php but make sure your usergroupid is in the list.

:o :o :o

Oh I feel so dumb for this and thanks for the help u been given all day

This is the link and it been in front of me all day :o
http://www.example.com/forums/helpdesk.php?do=departments
U will be getting some $$ in paypal

[WhSox21]

:o :o :o

Oh I feel so dumb for this and thanks for the help u been given all day

This is the link and it been in front of me all day :o
http://www.example.com/forums/helpdesk.php?do=departments
U will be getting some $$ in paypal
No problem. Not necessary but would be much appreciated! ;)

[LEAD_WEIGHT]

few more little question were is the navagation or should I say the button so some one can click on the Help Desk I do not see it in my forum , or is it that I have to make Departments is that like adding a Category to forum or is it I am not quite under standing this. I do see this in other forums like nav button and one in dropdown[addon] I can not see it in my forum unless thier is a step that I need to make so I can see it. I gave permission to create for Admin.--SupMod--Mod--RegU. that was all and I do not see button so members can access helpdesk?.

[gldtn]

Hello everyone.. I've just done installing this hack, and everything went smooth.. I gave my usergroup access and set departments to the helpdesk.. I've also tested it out by applying some tickets and works fine.. but I cannot see the ADMINISTER colum on the leftside menu bar.. All I see is HELPDESK >> Helpdesk Options >> User Controls, did I miss something?

I'm using vB3.0.7

Thanks!

[gldtn]

No problem. Not necessary but would be much appreciated! ;)
WHSox21,

Seems like you forgot a small thingy on install...

On line 824 of the install script:

It reads:
$query['new'][] = "CREATE TABLE IF NOT EXISTS `ticketdeleted` (

Should be?:
$query['new'][] = "CREATE TABLE IF NOT EXISTS `" . TABLE_PREFIX . "ticketdeleted` (

[WhSox21]

WHSox21,

Seems like you forgot a small thingy on install...

On line 824 of the install script:

It reads:
$query['new'][] = "CREATE TABLE IF NOT EXISTS `ticketdeleted` (

Should be?:
$query['new'][] = "CREATE TABLE IF NOT EXISTS `" . TABLE_PREFIX . "ticketdeleted` (
:o Updated the zip and version number.

[gldtn]

Hello everyone.. I've just done installing this hack, and everything went smooth.. I gave my usergroup access and set departments to the helpdesk.. I've also tested it out by applying some tickets and works fine.. but I cannot see the ADMINISTER colum on the leftside menu bar.. All I see is HELPDESK >> Helpdesk Options >> User Controls, did I miss something?

I'm using vB3.0.7

Thanks!

Duhhh! forgot to add usergroup setting in do departments :o

[gldtn]

:o Updated the zip and version number.

Seems to work great now :)

Awsome hack, I'll await for the next version full of features :)


Thank You!

[WhSox21]

few more little question were is the navagation or should I say the button so some one can click on the Help Desk I do not see it in my forum , or is it that I have to make Departments is that like adding a Category to forum or is it I am not quite under standing this. I do see this in other forums like nav button and one in dropdown[addon] I can not see it in my forum unless thier is a step that I need to make so I can see it. I gave permission to create for Admin.--SupMod--Mod--RegU. that was all and I do not see button so members can access helpdesk?.
When installing it via the helpdesk_install.php file you should have had a step that was template modifications. You need to add that to the navbar. I think that's what you're looking for.

[gldtn]

WhSox21,

On the new feature, is it possible to add a check box to resolve/unresolve ticket on quick reply?

[LEAD_WEIGHT]

Thanks again WhSox21 & gldtn . Tough nite for me lost track in what to do :sleep:

I got 1.53 and 1.54 is not much new in it right other than that install script like u say but not anything else until u make the new version right. :lick:

Remeber to donate any change u have for anyone that does coding here it makes a diff. if u like it give some or it may go to being a buy item. Give anything even sparechange to keep these guys going :banana:

[WhSox21]

WhSox21,

On the new feature, is it possible to add a check box to resolve/unresolve ticket on quick reply?

Yea but the next version won't be out until after this weekend most likely. I have a long weekend ahead of me! :lick:

[gldtn]

Yea but the next version won't be out until after this weekend most likely. I have a long weekend ahead of me! :lick:
Best wishes!!! don't rush, take your time :), I'll rather have a working hack than an buggy one :D

[T3MEDIA]

We got no hockey but we do got this awsome software... I guess there is something to live for.

Lot of updates. nice action.

[TheMusicMan]

Hi WhSox21

Great mod... thanks for this.

One thing I noticed after a fair amount of testing is that the Ticket System Permissions are based on the vB Primary Usergroup and not any of the vB Secondary USergroups.

I don't wish to allow accecss to the ticket system to all registeredmembers of my board, but just to those members who I have added in anadditional secondary usergroup. However, the ticket system doesn't accept/abide by the permissions of secondary usergroups.

Also... and more importantly... not all my SMods will be Ticket Gurusand I therefore need to create a new secondary usergroup whichwill contain those who can reply, resolve and take ownership oftickets... the thing is, the system won't accept those usergrouppermissions and I can't do this unless I set those peoples primaryusergroup as "Ticket Guru" - and I don't want to do that.

Have I got this wrong? Is there a way around it...?

Ta

[WhSox21]

Hi WhSox21

Great mod... thanks for this.

One thing I noticed after a fair amount of testing is that the Ticket System Permissions are based on the vB Primary Usergroup and not any of the vB Secondary USergroups.

I don't wish to allow accecss to the ticket system to all registeredmembers of my board, but just to those members who I have added in anadditional secondary usergroup. However, the ticket system doesn't accept/abide by the permissions of secondary usergroups.

Also... and more importantly... not all my SMods will be Ticket Gurusand I therefore need to create a new secondary usergroup whichwill contain those who can reply, resolve and take ownership oftickets... the thing is, the system won't accept those usergrouppermissions and I can't do this unless I set those peoples primaryusergroup as "Ticket Guru" - and I don't want to do that.

Have I got this wrong? Is there a way around it...?

Ta

You are 100% correct in this testing. I believe I stated that it was based on primary usergroups in the past, if I didn't I'm sorry and it was intended. I've yet to see interest in this secondary usergroups, but now that I've seen this I will program it for the next version. It takes a lot more work due to the fact that I have to do this without file edits. I basically have to reinevent the wheel by doing what vBulletin already has. Anyways, I'll make sure this is a feature in the next version. As for your moderators, this would give them the ability to show the links on the left but not actually use them. To be honest, this will probably be the first release before any new features are added as people may report this as a 'bug', although it is not because of how it is programmed. It shouldn't be a ton of work to change this around to check to see if users have this access. The way it will work though is with any usergroup they are apart of it will give that user access to certain things based on the highest usergroup's ability. So for example, if the primary usergroup does not have the ability to create tickets but a membership usergroup does, it will still allow them because they are apart of that usergroup. Sorry for all the attempt at the explanation but I'll do my best to get this out soon. I understand this is a need feature, not only for you but for myself :nervous:.

Thanks for showing intrest in this and letting me know someone actually has tested this extensively as this shows me there aren't many bugs how I coded the conditionals. I really appreciate the work done to prove this! :surprised:

[TheMusicMan]

Thanks for showing intrest in this and letting me knowsomeone actually has tested this extensively as this shows me therearen't many bugs how I coded the conditionals. I really appreciate thework done to prove this! :surprised:

Hey there WhSox21

Let me tell you something. I am sure I speak for everyone who has installed this hack when I say all the thanks here go to you sir. This is an awesome piece of work and is made allthe better by two things;

1 - your fantastic programming ability allowing us to install this without file edits
2 - your superb attitude to your 'customers' and the excellent feedback and support you provide on here.

I for one would personally like to say a huge thank you for this, I'm sure others would too.

As for the my feedback and the functionality I require: I am gladthis will be taken onboard and used. I feel that although usingpermissions for HelpDesk based on a members primary usergroup only will work - the hack will be significantly improved if secondary usergroup are also taken into consideration.

A pertinent point here might be to have primary usergroup permissions act as the priorityand any settings given based on this usergroup will over-ride anysettings - but only for certain of the Usergroup Settingspermisisons. ie permission for Can Create Tickets could use both UG''s so if it is 'Yes' for a SUG and 'No for PUG - the actual setting used is 'Yes' whereas for Can Claim Ownership of Tickets the PUG would be the only place where permissions for this would be ascertained.

Does that make sense...?

I look forward to the next release...:)

[WhSox21]

Hey there WhSox21

Let me tell you something. I am sure I speak for everyone who has installed this hack when I say all the thanks here go to you sir. This is an awesome piece of work and is made allthe better by two things;

1 - your fantastic programming ability allowing us to install this without file edits
2 - your superb attitude to your 'customers' and the excellent feedback and support you provide on here.

I for one would personally like to say a huge thank you for this, I'm sure others would too.

As for the my feedback and the functionality I require: I am gladthis will be taken onboard and used. I feel that although usingpermissions for HelpDesk based on a members primary usergroup only will work - the hack will be significantly improved if secondary usergroup are also taken into consideration.

A pertinent point here might be to have primary usergroup permissions act as the priorityand any settings given based on this usergroup will over-ride anysettings - but only for certain of the Usergroup Settingspermisisons. ie permission for Can Create Tickets could use both UG''s so if it is 'Yes' for a SUG and 'No for PUG - the actual setting used is 'Yes' whereas for Can Claim Ownership of Tickets the PUG would be the only place where permissions for this would be ascertained.

Does that make sense...?

I look forward to the next release...:)
Thanks again for the feedback and the great comments. I really do appreciate it. It's comments like that, that make us coders enjoy what we do.

Now, back to the hack. As it seems like you know what you're talking about maybe we can work through this together. Here is my question to you:
Why only a few settings based on the SUG versus all of the settings?
How I see this happening is as follows. You have PUG which say does not allow users to take ownership of tickets. But, this same user is a member of a SUG which does allow them to take ownership of tickets. Because this gives the users more access I would think that it would be best to just automatically give those users that access. So no matter what setting it is, if a user is given access to that setting in any of the usergroups they are members of then they would then get that access because they obviously should due to the fact they have that access in one of their usergroups.

Sorry if this doesn't make sense, it's 3AM here and I'm attempting to write a paper! :o

[TheMusicMan]

Thanks again for the feedback and the greatcomments.Ireally do appreciate it. It's comments like that, that makeuscodersenjoy what we do.

Now, back to the hack. As it seems like you know whatyou'retalkingabout maybe we can work through this together. Here ismyquestion toyou:
Why only a few settings based on the SUG versus all of the settings?
How I see this happening is as follows. You have PUG which saydoesnotallow users to take ownership of tickets. But, this same userisamember of a SUG which does allow them to take ownershipoftickets.Because this gives the users more access I would think thatitwould bebest to just automatically give those users that access. Sonomatterwhat setting it is, if a user is given access to that settinginany ofthe usergroups they are members of then they would then getthataccessbecause they obviously should due to the fact they havethataccess inone of their usergroups.

Sorry if this doesn't make sense, it's 3AM here and I'm attempting to write a paper! :o

Me... know what I am talking about... naaahhhhh... you have the wrong person...:laugh: hehehehe - I try...!

Looks like I was talking through the wrong end of my digestivetractwhen I wrote that there though eh! What I was trying to point outwas:what if a forum member belongs to many vB UG's, and severaloftheseUG's have different permissions in the Ticket System - whichUGwillhave prescedence wqhen assigning Ticket permissions??

So, say: If I am a member of two UG's, both of which have 'Can Create Tickets' set to Yes, but only one of them has 'Can Resolve Ticket'toYes,which UG then has prescedence in the Ticket System...? As I belong toboth UG's, am I allowed to resolve tickets or not? See the confusion?

I would say that in this particular case, the prescedence needs to be with whichever UG states 'Can resolve Tickets' = No

This could be further confused by: what if both of these UG's aresecondary UG's? how do you determine which UG gives priority??

Hope that clarifies (or not!!!):)

PS: you are very welcome to those comments... they indeed are true!

[WhSox21]

[QUOTE=TheMusicMan]What I was trying to point outwas:what if a forum member belongs to many vB UG's, and severaloftheseUG's have different permissions in the Ticket System - whichUGwillhave prescedence wqhen assigning Ticket permissions??
[QUOTE]
I understand what you're saying here. See if you follow with this. Would it make sense to give that user the 'Yes' value or permission if they have that permission in any usergroup they belong to? Let's lay out a senario:
Usergroup 1
Can Create Tickets - Yes
Can Resolve Tickets - No

Usergroup 2
Can Create Tickets - No
Can Resolve Tickets - Yes

Usergroup 3
Can Create Tickets - No
Can Resolve Tickets - No

User 1: PUG - 1, MUG - 3
So the user can create tickets but cannot resolve tickets.

User 2: PUG - 1, MUG - 2
So this user can create tickets and can resolve tickets.

User 3: PUG - 3, MUG - 1,2
This user can do both actions because the member usergroups would set their permissions above their primary usergroup.

I personally think that would be the best way to do it but I could be wrong with my thinking. Let me know what you think about this!

[TheMusicMan]

[QUOTE=TheMusicMan]What I was trying to pointoutwas:what if a forum member belongs to many vB UG's, andseveraloftheseUG's have different permissions in the Ticket System -whichUGwillhave prescedence wqhen assigning Ticket permissions??
[QUOTE]
I understand what you're saying here. See if you follow with this.Would it make sense to give that user the 'Yes' value or permission ifthey have that permission in any usergroup they belong to? Let's lay out a senario:
Usergroup 1
Can Create Tickets - Yes
Can Resolve Tickets - No

Usergroup 2
Can Create Tickets - No
Can Resolve Tickets - Yes

Usergroup 3
Can Create Tickets - No
Can Resolve Tickets - No

User 1: PUG - 1, MUG - 3
So the user can create tickets but cannot resolve tickets.

User 2: PUG - 1, MUG - 2
So this user can create tickets and can resolve tickets.

User 3: PUG - 3, MUG - 1,2
This user can do both actions because the member usergroups would set their permissions above their primary usergroup.

I personally think that would be the best way to do it but I could bewrong with my thinking. Let me know what you think about this!
So this example just uses logical OR to determine the permissions yeah?

>If PUG OR SUG then assign permission...?

I'd tend not to agree with that sorry. I'd say there are certain ticketsystem permissions that can be set from PUG, others that can be setfrom a combination of the two UG's.

[H@K@N]

1) If somebody has created a new Ticket, it should send a PM or Mail to a predifined Moderator/Usergroup ( could be Admin, or a Moderator of that Department ). The only PM which is send, is the one to the Ticket owner, that somebody will take over Issue ...

2) Is there any setting, that the owner of a Ticket receives always an PM/Mail if a reply has been made ?

3) If a Moderator/Usergroup Member has claimed Ownership, System has to inform also the Ticket originator ....

th@nks and gr33tz

[ESADCG]

I get this error when trying to delete a ticket.

Database error:
Invalid SQL: INSERT INTO vb3_ticketdeleted SELECT * FROM vb3_ticket WHERE ticketid = 3
mysql error: Table 'vb.vb3_ticketdeleted' doesn't exist

mysql error number: 1146

Date: Wednesday 09th of March 2005 11:03:45 AM
Script: http://****/VB/helpdesk.php?do=delete&tid=3
Referer: http://****/VB/helpdesk.php?do=ticket&tid=3

Then I tried to do a full uninstall, got error on step 3. Dont remember what it was. So i manually deleted all the tables from the database and tried to do a fresh install with the latest version.

I get this error.

Invalid SQL: INSERT INTO vb3_settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0')
mysql error: Duplicate entry 'helpdesk' for key 1

mysql error number: 1062

Date: Wednesday 09th of March 2005 11:34:52 AM
Script: http://****/VB/admincp/helpdesk_install.php?do=install&step=3

[WhSox21]

I get this error when trying to delete a ticket.

Database error:
Invalid SQL: INSERT INTO vb3_ticketdeleted SELECT * FROM vb3_ticket WHERE ticketid = 3
mysql error: Table 'vb.vb3_ticketdeleted' doesn't exist

mysql error number: 1146

Date: Wednesday 09th of March 2005 11:03:45 AM
Script: http://****/VB/helpdesk.php?do=delete&tid=3
Referer: http://****/VB/helpdesk.php?do=ticket&tid=3

Then I tried to do a full uninstall, got error on step 3. Dont remember what it was. So i manually deleted all the tables from the database and tried to do a fresh install with the latest version.

I get this error.

Invalid SQL: INSERT INTO vb3_settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0')
mysql error: Duplicate entry 'helpdesk' for key 1

mysql error number: 1062

Date: Wednesday 09th of March 2005 11:34:52 AM
Script: http://****/VB/admincp/helpdesk_install.php?do=install&step=3
Run a full uninstall of the settings. Just click the link that says Uninstall Settings. Download verion 1.54 rather than version 1.53 and then try to install it. That error was the only fix of version 1.54.

[red_baron2000]

Hi WhSox21 .. :)
*********************
On the "Usergroup Settings" page .. there seems to be a bug where the Usergroup Settings table is pushed down the page .. see image to see what I mean ..

https://vborg.vbsupport.ru/external/2005/03/2.jpg

i am having the same problem..anyone know how to fix this? thank you :surprised:

[WhSox21]

i am having the same problem..anyone know how to fix this? thank you :surprised:
What browser? Would you be willing to give me access to check this problem out?

[Blackbeard]

i have installed this hack and have set it to be a helpdesk for all topics like pc as well as forum bugs, but i would like to make a suggestion for a future idea, if other people use this hack in this way, would it be possible to make it make a automatic post in a forum saying a member is asking for help, please proceed to the helpdesk and see if you can resolve their problem.

think this will make a super hack even better if thats possible.

PS does anyone have a guide on how to use this, what each thing does, that members can read - iam about to do one myself if i find a spare 5 mins.

[WhSox21]

What browser? Would you be willing to give me access to check this problem out?
Nevermind, it's IE specific and I figured out the problem. I'll release an update here shortly with instructions on how to fix the problem.

[JayJay]

PS does anyone have a guide on how to use this, what each thing does, that members can read - iam about to do one myself if i find a spare 5 mins.

If you look up at the information about this modification then you will see the following:

How-tos:
Giving Access to the Departments and Usergroup Settings
Usergroup Settings
Managing Departments


Is this what you are looking for? Or are you looking for a user guide? One assumes that such a system is straightforward to submit a question, but if you really need a user guide then I don't believe there is one.

[ESADCG]

EDIT : Dismiss, I got it to work after doing another complete uninstall/re-install :nervous:



Run a full uninstall of the settings. Just click the link that says Uninstall Settings. Download verion 1.54 rather than version 1.53 and then try to install it. That error was the only fix of version 1.54.


Ok, did that. Made a little difference. But now I get this error when I try to re-install 1.54.

Invalid SQL: ALTER TABLE `vb3_usergroup` ADD `ticketpermissions` INT(10) UNSIGNED DEFAULT '0' NOT NULL
mysql error: Duplicate column name 'ticketpermissions'

mysql error number: 1060

Date: Wednesday 09th of March 2005 01:47:14 PM
Script: http://****/VB/admincp/helpdesk_install.php?do=install&step=4
Referer: http://****/VB/admincp/helpdesk_install.php?do=install&step=3

[JayJay]

Nevermind, it's IE specific and I figured out the problem. I'll release an update here shortly with instructions on how to fix the problem.

Thanks WhSox. I have the same thing, but I was happy to live with it, considering I'm not in and out of user permissions. It is merely a cosmetic afterall. However, fixing this would be excellent.

[WhSox21]

Ok, did that. Made a little difference. But now I get this error when I try to re-install 1.54.

Invalid SQL: ALTER TABLE `vb3_usergroup` ADD `ticketpermissions` INT(10) UNSIGNED DEFAULT '0' NOT NULL
mysql error: Duplicate column name 'ticketpermissions'

mysql error number: 1060

Date: Wednesday 09th of March 2005 01:47:14 PM
Script: http://****/VB/admincp/helpdesk_install.php?do=install&step=4
Referer: http://****/VB/admincp/helpdesk_install.php?do=install&step=3
You're fine. The install has ran everything that it really needs to run. If you still need to do the template edit to add it to your navbar change the step=4 to step=5 in the url. Then you'll be fine. Your helpdesk should be running fine now.

[WhSox21]

Ok, I have fixed the problem with the Usergroup Settings page in IE where it moves down half the page. To fix this problem it's rather simple.

1. Upload helpdesk_install.php to your admincp folder and run it.
2. Click on a link that says Install Templates.

You're done, don't go through any other steps, if you do then it will give you database errors.

Warning: This will update any HelpDesk templates. If you have made any changes save them first and then run this to prevent problems.

[Slave]

Ok, I have fixed the problem with the Usergroup Settings page in IE where it moves down half the page. To fix this problem it's rather simple.

1. Upload helpdesk_install.php to your admincp folder and run it.
2. Click on a link that says Install Templates.

You're done, don't go through any other steps, if you do then it will give you database errors.

Warning: This will update any HelpDesk templates. If you have made any changes save them first and then run this to prevent problems.Lovely .. that did the trick .. thanks .. :)

[LOTR]

I cant find 2. Click on a link that says Install Templates. on the helpdesk_install.php, where is it actually?

Im using 1.54 now, is it Updates/Adds Templates?

[LEAD_WEIGHT]

I cant find 2. Click on a link that says Install Templates. on the helpdesk_install.php, where is it actually?

Im using 1.54 now, is it Updates/Adds Templates?

Example
http://yourdomain/forums/admincp/helpdesk_install.php?

[LOTR]

LOL.. i know the file lead-weight but i was looking for the Install Templates on the
helpdesk_install file... :D

[gldtn]

LOL.. i know the file lead-weight but i was looking for the Install Templates on the
helpdesk_install file... :D

Download the new version
v1.55 - Bug fixes. Fixes the problem with the Usergroup Settings page loading half the way down the page in IE.

[WhSox21]

I cant find 2. Click on a link that says Install Templates. on the helpdesk_install.php, where is it actually?

Im using 1.54 now, is it Updates/Adds Templates?
Yes, sorry. That's the link.

[org]

First off WhSox21 - This is a great add-on! I for one appreciate your time and energy put into this!

Request:
Secondly a very userfriendly enhancement would be if you could see the actual number of tickets/replies to the right, for instance: Unresolved tickets (3)

That would make this, in addition to other requests Ive seen, furthermore complete.
Keep up the good work!

(I hope this hasnt been requested already, the thread now spans over 20 pages, so its hard to be certain..)

[WhSox21]

First off WhSox21 - This is a great add-on! I for one appreciate your time and energy put into this!

Request:
Secondly a very userfriendly enhancement would be if you could see the actual number of tickets/replies to the right, for instance: Unresolved tickets (3)

That would make this, in addition to other requests Ive seen, furthermore complete.
Keep up the good work!

(I hope this hasnt been requested already, the thread now spans over 20 pages, so its hard to be certain..)
Nope, not a request yet. I did have that in there before but it adds extra queries that I didn't think was necessary so I got rid of it. I also have the code for the average time of response which I also took out. I'll add it in as an option next update.

[Blackbeard]

Is it possible to set it so registered users can reply to anyones helpdesk post but dont have access to the settings section.

In the add depatments area i have put there usergroup in , they can post but not reply to other members post, just we have alot of helpful members and we want to use this as a general helpdesk aswell as a bug reporting center.

[WhSox21]

It would take a little bit of editing of the actual code to accomplish this. If you really wanted to do that you could modify the helpdesk.php file and remove the part of the queries where it checks for the userid. Depending on how tomorrow goes I'll see if I can help you out and post a file for you to use. I'll try to release this as a release too.

I really need to start a list of feature requests. I'll try to get something organized here shortly. This week is pretty hectic for me so once I do get something I'll let everyone know.

[Blackbeard]

Thankyou very much, this would make it so useful for everyone

[gldtn]

Sox,

Where can I increase the amount of character to be entered in the Deparment Name? What it's set to right now is too short..

Thank You!

[WhSox21]

On Template: helpdesk_departmentlist
Find:
name="department" size="35"

Replace with:
name="department" size="255"

[gldtn]

On Template: helpdesk_departmentlist
Find:
name="department" size="35"

Replace with:
name="department" size="255"


I was reffering to the maxlength= which it seems it uses the max username length. I just removed the variable and set it to the size I needed, thank you.

If I'm not asking for too much can you add to your "To Do List" a department description? Maybe something like a radio buttons instead of a dropdown menu? Also would be nice to be able to add "Unregistered / Not Logged In" usergroup settings to it.

thanks for your great support!

[hondaprelude88]

has anyone thought of the idea of having the system notify the admin or who ever has access to resolve tickets, when a user submits or replies to a ticket?

[WhSox21]

I was reffering to the maxlength= which it seems it uses the max username length. I just removed the variable and set it to the size I needed, thank you.

If I'm not asking for too much can you add to your "To Do List" a department description? Maybe something like a radio buttons instead of a dropdown menu? Also would be nice to be able to add "Unregistered / Not Logged In" usergroup settings to it.

thanks for your great support!

Sorry for not getting back to you but you were right. Lack of sleep must have got to me! :nervous:

Yea I could pretty easily change the department list into a description using radio buttons rather than the drop down. As for the Unregistered usergroup, it was purposely taken off in this version as it takes a little extra special code for that.

has anyone thought of the idea of having the system notify the admin or who ever has access to resolve tickets, when a user submits or replies to a ticket?
This has been suggested and is in the next version plans.

[T3MEDIA]

Hey the demo dont work anymore. if you want you can put it up on my site.

[WhSox21]

Hey the demo dont work anymore. if you want you can put it up on my site.
Sure give me login details along with your domain info. Just PM me that info and I'll update the post. Thanks for being generous! ;)

[Blootix]

Sure give me login details along with your domain info. Just PM me that info and I'll update the post. Thanks for being generous! ;)
Hey.

In the installer, it says install v1.54 even though I'm installing v1.55. Also, I can be your demo link as well.

Domain: www.blootix.com/board
Username: test user
Password: test

[Blackbeard]

Is it possible to set it so registered users can reply to anyones helpdesk post but dont have access to the settings section.

In the add depatments area i have put there usergroup in , they can post but not reply to other members post, just we have alot of helpful members and we want to use this as a general helpdesk aswell as a bug reporting center.

It would take a little bit of editing of the actual code to accomplish this. If you really wanted to do that you could modify the helpdesk.php file and remove the part of the queries where it checks for the userid. Depending on how tomorrow goes I'll see if I can help you out and post a file for you to use. I'll try to release this as a release too.

I really need to start a list of feature requests. I'll try to get something organized here shortly. This week is pretty hectic for me so once I do get something I'll let everyone know.

I know you not had much sleep but have you had any time to look into this m8 - Sorry for pushing my luck, but its such a great idea and hack want to use it to its full potential on my forum.

[WhSox21]

I know you not had much sleep but have you had any time to look into this m8 - Sorry for pushing my luck, but its such a great idea and hack want to use it to its full potential on my forum.
I'll be able to help after tomorrow...

On another note... We made HotM for March! :)

I'd really appreciate the votes! That is if you absolutely love this hack! ;)

Vote Here! (https://vborg.vbsupport.ru/showthread.php?t=78141)

[MissKalunji]

I'll be able to help after tomorrow...

On another note... We made HotM for March! :)

I'd really appreciate the votes! That is if you absolutely love this hack! ;)

Vote Here! (https://vborg.vbsupport.ru/showthread.php?t=78141)


you got my vote :nervous:

[Blackbeard]

Got my vote m8, well done

[red_baron2000]

i made a litle mod that will allow given department mods to recieve pms about new tickets that submitted to their dep.

note
this mod will add a few queries .



run this query to add option to the CP:

INSERT INTO setting (varname, grouptitle, value, defaultvalue, optioncode, displayorder, advanced, volatile) VALUES ('helpdesk_pm_notify', 'helpdesk', '1', '0', '<select name=\\\"setting[$setting[varname]]\\\" tabindex=\\\"1\\\" class=\\\"bginput\\\">
<option value=\\\"0\\\" \" . iif($setting[\'value\']==0,\'selected=\"selected\"\') . \">$vbphrase[none]</option>
<option value=\\\"1\\\" \" . iif($setting[\'value\']==1,\'selected=\"selected\"\') . \">$vbphrase[private_message]</option>
<option value=\\\"2\\\" \" . iif($setting[\'value\']==2,\'selected=\"selected\"\') . \">$vbphrase[email]</option>
</select>'
,'51', '0', '0')


open helpdesk.php
find

// lets send an email instead
$vboptions['helpdesk_auto_repsonse'] = 2;
}
}

add below it

if ($vboptions['helpdesk_pm_notify'] == 1)
{ // send PM to department group
if ($bbuserinfo['permissions']['pmquota'] != 0)
{
$toemail = $bbuserinfo['email'];
eval(fetch_email_phrases('helpdesk_auto_pm', iif(isset($newpost_lang["$toemail"]), $newpost_lang["$toemail"], 0)));
sendprivatemessage_group($vboptions['helpdesk_department_access'], $message, $subject);
}
}


find

$DB_site->shutdown_query("UPDATE ".TABLE_PREFIX."user SET pmtotal = pmtotal + 1, pmunread = pmunread + 1, pmpopup = " . $userinfo['pmpopup'] . " WHERE userid = '" . $userinfo['userid'] . "'");
}


add below it

function sendprivatemessage_group ($group_ids, $message, $subject)
{
global $DB_site;
$groups_ids = split(',', $group_ids);
foreach($groups_ids as $group_id)
{
$users_ret= $DB_site->query("SELECT username,userid,pmpopup FROM " . TABLE_PREFIX . "user where usergroupid='$group_id'");
while($users_arr=mysql_fetch_array($users_ret))
sendprivatemessage ($users_arr, $message, $subject); //send pm to each user in the give group_id
}
}


find

function sendprivatemessage_group ($group_ids, $message, $subject)
{
global $DB_site;
$groups_ids = split(',', $group_ids);
foreach($groups_ids as $group_id)
{
$users_ret= $DB_site->query("SELECT username,userid,pmpopup FROM " . TABLE_PREFIX . "user where usergroupid='$group_id'");
while($users_arr=mysql_fetch_array($users_ret))
sendprivatemessage ($users_arr, $message, $subject); //send pm to each user in the give group_id
}
}

add below it

$bbuserinfo[m_subj]=addslashes(htmlspecialchars_uni($_REQUEST['title']));
$bbuserinfo[messa]=addslashes($message);
$bbuserinfo[tick_id]=$ticketid;


also create attached phrases .

enjoy

[WhSox21]

Live Demo has been updated.

red_baron2000 - I'll install this and see how she works. If it works good and if there is no way for me to optimize the code (which there might be) I'll release an update tomorrow.

[Bloodlust]

Wow that looks really good. Great work. Could be useful for me in the future.

[HC.]

ok,
coming in late on this hack
could some one tell me which one to install and what to edit
step by step please
thanks
hc

[WhSox21]

Obviously you're goign to want to download the latest version. I'll remove the old one. I left it up there for people before. Like stated in the first post there are no file edits! The installation can be found in the zip file.

[mfowler70]

I need to upgrade, but want to wait until the moderator notification from the last page is incorporated into the mod. Any idea when (if) that will be ready? Also, are there any other additions planned for the next rollout?

Awesome, awesome work.

[TopeeGuy]

Is it possible for the person who submitted the original ticket to receive an email when his or ticket receives a reply from a mod/admin?

[Reef]

Very nice addon WhSox21 but, I have a permissions problem I can't get sorted out... All members can see the Administer Block and view tickets other than their own.. Also Tickets that I have claimed ownership of are never listed in "My Tickets"

example:
My Registered Users Group permissions are set to only;

Can Create Tickets = Yes
Can Resolve Tickets = Yes
All others = No

Registered users can still view every ticket... Any Ideas??

[Blackbeard]

Originally Posted by Blackbeard
Is it possible to set it so registered users can reply to anyones helpdesk post but dont have access to the settings section.

In the add depatments area i have put there usergroup in , they can post but not reply to other members post, just we have alot of helpful members and we want to use this as a general helpdesk aswell as a bug reporting center.





Originally Posted by WhSox21
It would take a little bit of editing of the actual code to accomplish this. If you really wanted to do that you could modify the helpdesk.php file and remove the part of the queries where it checks for the userid. Depending on how tomorrow goes I'll see if I can help you out and post a file for you to use. I'll try to release this as a release too.

I really need to start a list of feature requests. I'll try to get something organized here shortly. This week is pretty hectic for me so once I do get something I'll let everyone know.



Originally Posted by Blackbeard
I know you not had much sleep but have you had any time to look into this m8 - Sorry for pushing my luck, but its such a great idea and hack want to use it to its full potential on my forum.



Originally Posted by WhSox21
I'll be able to help after tomorrow...

On another note... We made HotM for March!

I'd really appreciate the votes! That is if you absolutely love this hack!

Vote Here!


Have you had any luck on this topic m8, sorry to keep asking, bet u wish i would go away.

cheers for all the hard work

[WhSox21]

Very nice addon WhSox21 but, I have a permissions problem I can't get sorted out... All members can see the Administer Block and view tickets other than their own.. Also Tickets that I have claimed ownership of are never listed in "My Tickets"

example:
My Registered Users Group permissions are set to only;

Can Create Tickets = Yes
Can Resolve Tickets = Yes
All others = No

Registered users can still view every ticket... Any Ideas??
Are you using the latest version?

In your AdminCP then to vBulletin Options then HelpDesk...
Usergroups With Department Access - make sure this list (seperated by commas) only gives the usergroups you want to have access to those areas.

[WhSox21]

Have you had any luck on this topic m8, sorry to keep asking, bet u wish i would go away.

cheers for all the hard work
I did not test this but you can try this to let me know if it works. If it doesn't then I will help out when I get back from a short vacation for sure.

[Blackbeard]

cheers will test it out

[Reef]

Are you using the latest version?

Yes Downloaded and installed 03-19

In your AdminCP then to vBulletin Options then HelpDesk...
Usergroups With Department Access - make sure this list (seperated by commas) only gives the usergroups you want to have access to those areas.

I only have my admin group [6] listed in that section... This part appears to be working fine as, only admins can view "Help Desk Options" but everyone can view the "Administer" options.

I made a test Registered member account and can enter the helpdesk and view all resolved/unresolved tickets.. This has already caused a big problem with one member who posted his login info on a ticket and was viewed by other members (this was when we noticed the problem)

Also, I have claimed and dealt with around 6 tickets myself now and none of them have been placed in my user control area.. They are still accessable through "Administer" options / Resolved tickets but not under "User Controls"/ Resolved tickets..

Any other ideas? This really will be a great and helpful addition if I can get these issues resolved... Hopefully we can

[Blackbeard]

That seems to work ok, members now can reply to other members post.

[Julie]

Oo, really cool and so easy to install! Works like a charm :)

*clicks install*

[WhSox21]

Yes Downloaded and installed 03-19



I only have my admin group [6] listed in that section... This part appears to be working fine as, only admins can view "Help Desk Options" but everyone can view the "Administer" options.

I made a test Registered member account and can enter the helpdesk and view all resolved/unresolved tickets.. This has already caused a big problem with one member who posted his login info on a ticket and was viewed by other members (this was when we noticed the problem)

Also, I have claimed and dealt with around 6 tickets myself now and none of them have been placed in my user control area.. They are still accessable through "Administer" options / Resolved tickets but not under "User Controls"/ Resolved tickets..

Any other ideas? This really will be a great and helpful addition if I can get these issues resolved... Hopefully we can
Sorry for the delay on my response. I just got back from a short vacation. Anyways, I honestly have no idea what's not working for you. The next thing I would suggest is going through the uninstall and then reinstall it. This will lose all your current tickets though. That's my next guess on what you should do as I have no other ideas.

[SRuvbnhad]

Great hack. Installed and have no problems with it.

A few things I'd like to see:
1) Autonumber for each ticket. I'm sure it's already generated but I'd like to be able to see/search for specific tickets by this number

2) Ability to search by user names as well as other specifics

3) Problem categories. Should be self-explanatory but just a way to categorize problems whether it be SQL, HTML, etc. Ability for this to be entered on my side as opposed to being entered in the code somewhere. I hope that makes sense

[Julie]

SRuvbnhad, you do have something called Departments, where you can have SQL, HTML etc,... if that's what you mean...

WhSox21, is there a way to show how many tickets there are in ()s? F.ex. Unresolved Tickets (0), Resolved Tickets (1) ....

[SRuvbnhad]

SRuvbnhad, you do have something called Departments, where you can have SQL, HTML etc,... if that's what you mean... I get what you are saying but I'm using it as a way to categorize what area is having a problem. Whether it be site a, b, or c. I'm using the departments variable to do it in that manner. If it was a case where it was only one area that would work great.

[WhSox21]

Julieh - That will require a few more queries, but yes, it's possible.

SRuvbnhad - I still don't follow what you're saying exactly?

[SRuvbnhad]

Under departments I have
-Site A
-Site B
-Site C
and so on for every site around the world. What I'm trying to say is like a problem category to go with the ticket system.

Ex. Person from Site A creates a new ticket. They are getting an error message dealing with SQL. They would select their department (Site A) and then have the option to select a problem category; which would be something like Web Site or SQL (if you wanted to go into detail).

Maybe that makes a little more sense.

--oh an autosending email/pm would be helpful too. When someone submits a ticket an autosender will send an email to a user/user group saying such and such has been created.

[Julie]

WhSox21, forgive the newbie question, but queries, that goes on my site bandwidth, or the servers (my host's) bandwidth?

Is it difficult to code something that'll send me a PM whenever there's a new ticket?

[rh2004]

What happen's when you have lots on one page, does it go onto 2,3 etc pages?

Also would be good if you could search for tickets by username

[Polo]

WhSox21, forgive the newbie question, but queries, that goes on my site bandwidth, or the servers (my host's) bandwidth?
I believe it goes on your server....
Is it difficult to code something that'll send me a PM whenever there's a new ticket?
I think is already a feature... but i'm not really sure...

[mfowler70]

It's kinda in there. Not perfect yet, but I believe he said it's coming.

Perfection for me will be when an automatic PM/email is:

1. Sent to the person who submitted the ticket, and the entire usergroup responsible for answering tickets for that department at the time of initial submission.

2. Sent to the person who submitted the ticket, and the person who claims the ticket upon every reply to said ticket until it is closed.

3. Sent to the person who submitted the ticket, and the superadmin once it is in fact closed.

[Apophis]

Installed on http://www.TacticalGamer.com

Excellent package. Seamless install!

These suggestions below would be great. The biggest thing I noticed was lack of notification to the usergroups that a new ticket was created as well as the lack of notification to the user that their ticket was resolved.

It's kinda in there. Not perfect yet, but I believe he said it's coming.

Perfection for me will be when an automatic PM/email is:

1. Sent to the person who submitted the ticket, and the entire usergroup responsible for answering tickets for that department at the time of initial submission.

2. Sent to the person who submitted the ticket, and the person who claims the ticket upon every reply to said ticket until it is closed.

3. Sent to the person who submitted the ticket, and the superadmin once it is in fact closed.

[SRuvbnhad]

Having a problem with the system. I've got five groups total. Administartors and then four others. I set Admin to yes on all permissions. I set the others to only being able to submit tickets. I'm logged into both accounts right now and here's the problem I'm having.

User is groupA submits a ticket. It does not show up in the Admin's new tickets or unresolved tickets menu. Instead of showing up in there, I get the No new tickets can be found message. Any ideas as to what's going on?

[clearchannel]

Installed on http://www.TacticalGamer.com

Excellent package. Seamless install!

These suggestions below would be great. The biggest thing I noticed was lack of notification to the usergroups that a new ticket was created as well as the lack of notification to the user that their ticket was resolved.

The notification issue is the only thing keeping me from going live. I hope it is added soon.

Great hack, keep up the good work.

[WhSox21]

I'll try to get these few features added this weekend. I have to get some projects completed for customers first.

[WhSox21]

Having a problem with the system. I've got five groups total. Administartors and then four others. I set Admin to yes on all permissions. I set the others to only being able to submit tickets. I'm logged into both accounts right now and here's the problem I'm having.

User is groupA submits a ticket. It does not show up in the Admin's new tickets or unresolved tickets menu. Instead of showing up in there, I get the No new tickets can be found message. Any ideas as to what's going on?
I would need more information to help you out. Did you set the information in the AdminCP correctly? Did you try to uninstall it and then reinstall it?

[LEAD_WEIGHT]

Originally Posted by SRuvbnhad
Having a problem with the system. I've got five groups total. Administartors and then four others. I set Admin to yes on all permissions. I set the others to only being able to submit tickets. I'm logged into both accounts right now and here's the problem I'm having.

User is groupA submits a ticket. It does not show up in the Admin's new tickets or unresolved tickets menu. Instead of showing up in there, I get the No new tickets can be found message. Any ideas as to what's going on?

I would need more information to help you out. Did you set the information in the AdminCP correctly? Did you try to uninstall it and then reinstall it?

I got that as an Admin. It maybe u did not make departments cause I have not did it yet as well. I get message saying I do not have the prev. or perm. to view.

[FlyBoy73]

Great hack! Thanks a lot!

[SRuvbnhad]

Sorry I wasn't clear on what's going on. I have 6 departments with number 1 set as the Admin. When a user in the other departments creates a ticket it can be seen in the by everyone but the Administrators; despite having all of the permissions set to "Yes".

I'll send you a PM with the site information so you can see it for yourself. It's a pre-release board so there are only two active members; myself and one other admin.

[WhSox21]

You have the wrong impression of how this works. You are trying to put the departments to each usergroup which you don't have to. You need to allow which usergroups can admin those departments. Let me know if you still don't understand?

[SRuvbnhad]

Fixed. thanks.

[pbw]

Just wondering if we should use the prior modifcation mentioned to enable pm/email notification on new tickets. Or if this will be added soon. I'm not trying to nag you to add this feature as i'm sure you're probably busy with more important things. It's just that this is what i'm waiting on before opening the helpdesk to my community members.

Thanks

[evenmonkeys]

I do not want super moderators to have access to the settings and departments. How can I remove their access?

[pbw]

I do not want super moderators to have access to the settings and departments. How can I remove their access?

admincp -> vbulletin options -> help desk -> "Usergroups With Department Access and Usergroup Settings"

[The Geek]

Well done! CLickin the ol install toggle thingeee.


Keep up the great work!

[evenmonkeys]

Nevermind...

[red_baron2000]

Just wondering if we should use the prior modifcation mentioned to enable pm/email notification on new tickets. Or if this will be added soon. I'm not trying to nag you to add this feature as i'm sure you're probably busy with more important things. It's just that this is what i'm waiting on before opening the helpdesk to my community members.

Thanks

maybe this can help in the meanwhile :)

https://vborg.vbsupport.ru/showpost.php?p=625795&postcount=312

[TopeeGuy]

maybe this can help in the meanwhile :)

https://vborg.vbsupport.ru/showpost.php?p=625795&postcount=312
I tired it... it didn't work.

[evenmonkeys]

URGENT

Found a very large problem. When a ticket is submitted, they are given a URL. If they change the number of the ticket in that URL to a different number, you can view other users tickets. That completely nulls the usage of the Usergroup Settings.

http://forums.website.com/helpdesk.php?do=ticket&tid=6

If you change the number 6 to the number 7, you can view the next ticket AND you can reply to it.

You really need to fix this.

[Boofo]

Will this install and work on any vb version before 3.07?

[WhSox21]

xYarub - That is a problem with the reply. Although, I made it so it was intended that you can read all tickets, but you shouldn't be able to reply to them. I'll fix that tonight and send out an update.

Boofo - This will work with any 3.x series. It only uses vBulletin's usergroup settings and vBulletin Options. So it will work on any series.

[pbw]

maybe this can help in the meanwhile :)

https://vborg.vbsupport.ru/showpost.php?p=625795&postcount=312


Thanks red baron, i'll definately apply the tip shortly (might as well wait on the update for now). Your post was actually exactly the one i was referring to ;)

good stuff, a help desk feature i can't live without. Far too busy/lazy to manually check all day, and expect other staff to all do the same.

I made it so it was intended that you can read all tickets

imo, this is a very bad idea to do intentional. People requesting support for various things tend to include sensitive information within their ticket. If it wasn't semi private/sensitive, then they probably would just post it publically.

[evenmonkeys]

He told me that he would be working on a fix to prevent other users from viewing and replying.

[SpanishHarlem]

ok Call me stupid. I am fairly new to VB and I have the file uploaded but now I am not sure how to run it or where in admin directory. Can anyone please help?

Thank's muchly.

[WhSox21]

SpanishHarlem - read the install.txt file in the zip file. It tells you how to install it. Just call the file in your browser...

[WhSox21]

What's this? The long awaited version upgrade? :surprised:

Anyways, I fixed the bug where anyone could view the ticket. It now only allows usergroups who are primary usergroups or have membership usergroup id as one of thier usergroups, or obviously if you're the ticket creator.

This now also sends a PM to EVERY user of the department where the ticket is updated. If a ticket is updated it will now send any user a PM notifying them of the update! :)

Let me know of any bugs in this! :o

I'll also be sending out an update here in the next few minutes.

[PcGamer]

Thanks for the update!

I have one huge problem though. When a user replies to a ticket... Every user in the forum get a private message stating that the ticket has been updated.

I have the following permissions for the "Registered" group:

Can create tickets: Yes
Can Resolve Tickets: Yes
Can Unresolve Tickets: Yes

All other options are set to NO

I also have all other usergroup's options set to NO Only the Adminstrator groupe has Yes to all options.

[WhSox21]

Hmm... Give me a few minutes to check that out!

[Tom1234]

What does "Can Edit Tickets" really mean?

I want to allow registered users to reply to the tickets they've created, but not edit the text of their previous posts to the same ticket. How do I do this?

[deta]

Hello,
I has installed just the topical download version.
Also ran very well.
Only in the group settings I have only one line:

Group can read content? Ja Nein

There fore I lack the other group settings.
Property it still uninstalls sometimes to the test and anew installs.
It no update was done, because I had not installed it before yet.

cu Deta

[WhSox21]

Tom1234 - Just set that to no, but allow them to create new tickets. No matter what they will be allowed to post in thier tickets.

deta - I have no idea what you're trying to say. Sorry, I don't understand! :(

[Freezerator]

Thanks for the update!

I have one huge problem though. When a user replies to a ticket... Every user in the forum get a private message stating that the ticket has been updated.

I have the following permissions for the "Registered" group:

Can create tickets: Yes
Can Resolve Tickets: Yes
Can Unresolve Tickets: Yes

All other options are set to NO

I also have all other usergroup's options set to NO Only the Adminstrator groupe has Yes to all options.


I have the same error, every user get's a pm. I don't think this should happen.

[TopeeGuy]

Same problem as PcGamer... I replied to a ticket and every member on the entire forum got a PM saying there had been a reply to the ticket... Hack is crippled and unuseable until this is fixed.

Also, does v1.60 contain the ability for all the members of a department to receive a PM when a new ticket has been placed?

[jugo]

Hack is crippled and unuseable until this is fixed.


Damn dude, give the guy a chance to fix it. That's a pretty harsh remark considering:

1. It's a very good hack if not THE BEST Helpdesk hack.
2. FREE!!
3. Did I mention it's FREE!!

[Tom1234]

1. It's a very good hack if not THE BEST Helpdesk hack.
2. FREE!!
3. Did I mention it's FREE!!

It's donation-supported. Now's a good time for everyone to go to the top of this page and throw WhSox21 a few bucks if you find this hack useful.

[WhSox21]

It's been updated. I think I fixed the query. I tested it extensively and it worked properly. Can someone upload it and test it for me ASAP?

All you have to do for verion 1.61 upgrade is overwrite the helpdesk.php file.

[TopeeGuy]

Damn dude, give the guy a chance to fix it. That's a pretty harsh remark considering:

1. It's a very good hack if not THE BEST Helpdesk hack.
2. FREE!!
3. Did I mention it's FREE!!
Apologies... it's just that I agree this hack is so cool, would definitely get my vote for hack of the month... been checking this thread twice a day for weeks to see any updates. I guess I was dissapointed with the error.

Though thank you WhSox21 for getting v1.61 out. I'm gonna give this a whirl right now!

[Freezerator]

It's been updated. I think I fixed the query. I tested it extensively and it worked properly. Can someone upload it and test it for me ASAP?

All you have to do for verion 1.61 upgrade is overwrite the helpdesk.php file.

I will test this, if it works, a small donation will be on your way :)

{edit}
It seems there is a new problem?
Parse error: parse error, unexpected T_ENCAPSED_AND_WHITESPACE, expecting T_STRING or T_VARIABLE or T_NUM_STRING in /var/www/vhosts/forum.scooterforum.net/forum/helpdesk.php on line 437

[WhSox21]

Lack of updates means lack of money on my part. I'm a college student and I program to pay for things that I need (ie food, a requirement to survive ;)). So I can't always donate my time to work for free. I've got to use some of my time towards school and paying customers.

No feelings hurt. Just understand in the future that if people donate once in a while to hacks that are worth it, then the creators have no problem spending more time on those projects! Hope you understand! ;)

[WhSox21]

I will test this, if it works, a small donation will be on your way :)
Thanks a ton... By the way... A small donation is a donation and in my eyes any donation is worth a donation! :) So it is much appreciated!

Oh, and don't forget to vote for the hack. The link is at the very top of this page. If no donation, that's the least you can do is to click your mouse twice, eh?

[Freezerator]

Already voted your hack, and my offer still stands :)

[NewOrder]

i to get the same error

Parse error: parse error, unexpected T_ENCAPSED_AND_WHITESPACE, expecting T_STRING or T_VARIABLE or T_NUM_STRING in /home/tech/public_html/helpdesk.php on line 437

[WhSox21]

Sorry guys, Please re-download the next version. Updated version just so you know what version you have! :o

[WhSox21]

Freezerator - Thanks for the donation! I said it once and I'll say it again, it's much appreciated! :)

[boeserwolf]

Hi

I have a little Problem with the Navbar.

I am a vbulletin newbie, I got my license 2 weeks ago.

Would you please tell me how to get the Link to Helpdesk in my Navbar.

And: If everything goes well, and if you give me your bank data, I´ll also donate you a little, but I can´t give you much as I am also studying at the University in Austria.

Some guys from vbulletin germany would pay a lot of money for this good hack. Probably you should sell good products like this, although I am very happy that such good hacks are free for download

yours

Markus

[ranger2kxlt]

WhSox21, awesome job :-D I have one request maybe you can do it?

On the "new ticket" screen it shows subject and then the message box...would there be a way to add more boxes (req. on/off) from the admin area if we wanted more info "upfront" about the issue?

Thanks

[WhSox21]

ranger2kxlt - I'm not following exactly what you want?

boeserwolf - It gave you instructions in the install script at the end I believe for this. Either way, let me explain it.

Login to AdminCP -> Styles & Templates -> Search in Templates -> Type in navbar and click find. -> Find the navbar template and click edit. -> Then in the navbar template...

FIND:
<td class="vbmenu_control"><a href="calendar.php?$session[sessionurl]">$vbphrase[calendar]</a></td>
Add Under:
<td class="vbmenu_control"><a href="helpdesk.php?$session[sessionurl]">$vbphrase[helpdesk]</a></td>

By the way, someone asked me to translate it in german. They didn't tell me where it would be released but either way I think it should be an addon here for phrases. My paypal link is in the top of this thread.

[NewOrder]

thanks its workingnow, if my sites ever make some money ill send it you

[ranger2kxlt]

WhSox21 - when a person makes a new ticket, they get two boxes, one for subject the other is the WYSGY (whatever that is, LOL) box....I would like to add more boxes, like name, email, etc...and make some of them required. :-/ could that be done easily, and cane these extra boxes be edited via the adminpanel.

[mfowler70]

I agree with ranger above. I run a gaming site and alot of the folks using the helpdesk will be complaining about being kicked/banned from my servers. I'd like to have a custom box that I could specify on a per department level so I could request info up front from the to save the extra reply time. This would be an excellent addition.

Thanks a bunch for adding the PM notifications on reply. That was the only thing keeping me from using this hack full-time. Once I get this installed I will definately donate to your stomach fund. :)

[boeserwolf]

Hi


I asked you about the translation. I will download the latest Version ( 1.62) and translate this version into german.


And for release:


The URL to our support-community is: http://www.vbhacks-germany.com


We are a german hack community for all the german users, who are not able to handle with english hacks as their english is pretty bad.

For these people we translate very popular hacks with the coder?s consent into german.


We only give licensed vB members the possibility to download hacks, as we we control this the same way vbadvanced does.


But if you want, I may also post the german translation here in thread.


yours


Markus

[WhSox21]

That's not a bad idea. Something similar to vBulletin's profile fields. That would take me a little bit time to add and it would actually require file edits (and no one wants thoughs). :(

[WhSox21]

boeserwolf - Just send me the files and I'll attach it to this thread also. Many may not be aware of the forums over there. Either way, as long as vBulletin permits this you may release it there with copyrights staying in my name like I mentioned before! :)

[boeserwolf]

Hi

We discussed about permissions to post. scott molinari, the Leader of vbulletin-germany said, that we should discuss this with the coders, because it is their creation!

One question to the hack itself. I tried to translate a phrase, but as in german it sounds awful, I wanted to ask what do you mean with:

claim ownership
unclaim ownership
no tickets you have claimed ownership for

I do not really know how to express this in german, so it would help me a lot if you would explain to me, what does this mean??

yours

Markus

[WhSox21]

Ownership means to take control of basically... So claim ownership would mean... Take Control Of...

Not sure if that helps. I'm sure someone else here could help you a little bit more than that?

[Marco van Herwaarden]

Beanspruchen Eigentumsrecht

[boeserwolf]

Yes this helps me.

I thought of something else.

I translated it in this sense: ownership:

You have stolen me this, please give my ownership back.

And in this sense it was false, I hope you understand what I mean

yours

Markus

[TopeeGuy]

Is it just me? 1.62 still doesn't PM the person who placed the ticket that a reply has been made... don't know what's wrong :ermm:

[evenmonkeys]

Fixed it. Nevermind. >_>

[boeserwolf]

Hi


So I have just installed the translated version.

Everything went well, but then I tried to create a new ticket, and I get the following SQL Error


Datenbankfehler in vBulletin 3.0.7:

Ungueltige SQL-Abfrage: SELECT DISTINCT userid FROM user AS user, ticket AS ticket LEFT JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE ( FIND_IN_SET(, membergroupids) OR usergroupid = ) AND (userid = 1 OR ticket.postuserid = 1)
mysql error: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ' membergroupids) OR usergroupid = ) AND (userid = 1 OR ticket.p

mysql error number: 1064

Datum: 15.04.2005 00:35:27
Skript: http://www.hypnoseguide.de/helpdesk.php?do=ticket&tid=1
Referer: http://www.hypnoseguide.de/helpdesk.php?do=newticket
Benutzername: Admin
IP-Adresse: xx.xx.xx.xx


Yours



Markus

[boeserwolf]

Sorry, error ist fixed now, I just forgot to add something.

Here is the german version:

[TopeeGuy]

Is it just me? 1.62 still doesn't PM the person who placed the ticket that a reply has been made... don't know what's wrong :ermm:
My fault, it's working. Just when I made a ticket myself as Admin, and then replied to it as Admin, I didn't get the PM... odd. But others have got reply PMs.

*still awaits PM to notify staff of new ticket feature* :nervous:

[Tom1234]

In ticket listings, could you link the "Posted By" field to the public profile for the user? This would help in accessing/viewing the user's settings/options.

[WhSox21]

My fault, it's working. Just when I made a ticket myself as Admin, and then replied to it as Admin, I didn't get the PM... odd. But others have got reply PMs.

*still awaits PM to notify staff of new ticket feature* :nervous:
Yea, no sense in you recieving the PM... You know there was an update, you made it! :squareeyed:

I'll get that done this weekend. As of now, it's 9:15PM and I have to write a paper due tomorrow. :tired:

[WhSox21]

In ticket listings, could you link the "Posted By" field to the public profile for the user? This would help in accessing/viewing the user's settings/options.
I'll also add this this weekend. This is fairly simple actually.

[jugo]

Hey Post your PayPal info so We can donate.

:nervous:

[WhSox21]

Top of the page there is a paypal button. :)

[ranger2kxlt]

NM....i'm dumb :-p

[WhSox21]

It will only allow users who have department access or the creator to see the ticket. This was a bug fix in version 1.60.

Most likely you've got your departments messed up a bit or you have yet to upgrade?

[evenmonkeys]

Is it possible to add a delete reply feature? Right now, we're allowed to delete tickets and edit replies. Why not add a "delete reply" next to the "edit reply"? Just a suggestion that would be helpful on my forums. If it's possible to add that in via the templates, could you just tell me how on here rather than making an update?

[WhSox21]

It's not possible via the templates and would require a small amount of edits in the helpdesk file. I'll create a page on one of my sites where everyone can request features. This will help me organize my ideas and featues. It's a little hard to keep track of all the requests. It won't be hard to create a page for these requests. I'll let everyone know when that page is up and I'll post a link in the main post!

[evenmonkeys]

Sounds like a really good idea and I appreciate the quick response. The latest version is excellent too. Nice job.

[boeserwolf]

Hi

I posted the german translation the site before.

Probably you want to add this in your header.

If you do make an update, please tell me if any phrase or other text has changed, so it would be easier for me to translate.

yours

Markus

[TopeeGuy]

Hmm - another bug?

Now, the system seems to be sending a PM to every mod/admin when any ticket receives a reply...

[WhSox21]

That's how it's suppose to work. Anyone in the usergroups that have access to the department where the ticket was submitted.

[WhSox21]

Here we go too... Just got done writing this up real quick...

If you want to request a feature use this link:
http://www.hackvb.com/helpdesk.php

[PcGamer]

Thanks WhSox21... the PM problem is now fixed with your latest version. :squareeyed:

[boeserwolf]

Hi

I have a few questions because I am not sure if this is a bug or a feature.

What I want:

If one of my Users posts a Ticket in Ticket System, I want that only the Admin (Super-Mod) and the poster can see the ticket.

I don´t want other members to be able to see the ticket or post an answer.

How can this be realised?

yours

Markus

[mfowler70]

Hmm, I just installed v1.62, logged into my test account, submitted a ticket, logged out and back in as admin, replied to the ticket, and have not received a PM for either account.

[WhSox21]

I just did a clean install and simulated what you said above. It worked fine. Anyone else have this problem?

[jugo]

Is there a way to assign a ticket to a specified person. We would like to be able to do this so that tickets don't sit unassigned and responsibility for the ticket is immediately allocated.

[WhSox21]

Users can take ownership. Or you can modify the database to do this when a ticket is submitted.

[TopeeGuy]

That's how it's suppose to work. Anyone in the usergroups that have access to the department where the ticket was submitted.
On every reply? Isn't that a little overkill? E.g. say a forum has 10 moderators, and a member places a ticket... then moderator number 7 replies to the ticket, 10 PMs are sent out telling every moderator that moderator 7 has replied to a ticket? Is there really a need?

Ideally, I think it should run like this:

-Member places a ticket.
-Member receives a PM saying his issue will be dealt with shortly.
-All Admins/mods who are assigned to that department receive a PM saying a new ticket has been placed.
-Moderator 7 (of 10) replies to the ticket.
-Member receives a PM notifying him a reply has been made.
-Member replies.
-Moderator 7 receives a PM telling him Member has replied (no other Mod recieves a PM).
-Moderator 9 replies now to the same ticket.
-Member receives a PM notifying him a reply has been made.
-Moderators 7 and 9 (or if that cannot be done, at least just 9) receives a PM notifying an update has been made (no other Mod recieves a PM).

Etc.

What do you think?

[mfowler70]

I just did a clean install and simulated what you said above. It worked fine. Anyone else have this problem?

I did get the PM. The problem was I was looking for the email notification that I have received a new private message. Also, the popup doesn't appear when browsing the forums and a PM comes in. Are those two notification methods in the works?

Another problem. I created a ticket with another account, logged back in as admin, claimed the ticket and other members of the usergroup are still able to reply to the ticket. Is that intentional? If so, then it will become confusing quckly as more PM's come in and you have no idea of the current status of the ticket. Once a ticket is claimed, only that member should be getting PM's along with the person who submitted it.

Also, would it be possible to have the ticket title, sender's username, and current status of the ticket show up in the PM you receive?

[Lizard King]

When I was trying to update I got the following error. I was upgrading from 1.55

Database error in vBulletin 3.0.7:

Invalid SQL: INSERT INTO phrase (phraseid, languageid, varname, text, phrasetypeid) VALUES (NULL, '0', 'helpdesk_auto_response', '$vboptions[bbtitle] Auto Response', '4000')
mysql error: Duplicate entry 'helpdesk_auto_response-0-4000' for key 2

mysql error number: 1062

Date: Friday 15th of April 2005 05:02:40 PM
Script: http://forum.ayyas.com/admincp/helpdesk_install.php?do=upgrade&step=2
Referer:
Username: Lizard King
IP Address: ******

After this I uninstalled and re-installed without any problem. You may need to check with the upgrade problem.

[Lizard King]

Right now when I try to create a new ticket I get the following error

Database error in vBulletin 3.0.7:

Invalid SQL: SELECT DISTINCT userid FROM user AS user, ticket AS ticket LEFT JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE ( FIND_IN_SET(, membergroupids) OR usergroupid = ) AND (userid = 4 OR ticket.postuserid = 4)
mysql error: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ' membergroupids) OR usergroupid = ) AND (userid = 4 OR ticket.p

mysql error number: 1064

Date: Friday 15th of April 2005 05:15:06 PM
Script: http://forum.ayyas.com/helpdesk.php?do=ticket&tid=1
Referer: http://forum.ayyas.com/helpdesk.php?do=newticket
Username: Lizard King
IP Address: ******

[boeserwolf]

Hello


Are you sure you filled out every textbox in the deparment configuration?

In all textboxes (Display Order , Usergroups) the groups ID must be there (e.g. for Administrator 6), otherwise you get this nasty SQL error.


I had the same problem, but filling out the boxes solved it

Looking at this screenshot will help you:

https://vborg.vbsupport.ru/attachment.php?attachmentid=24490


yours


Markus

[Lizard King]

that solved the problem. Thanks

[boeserwolf]

Hi

I wanted to ask if you are recently working on a new version.

I like the hack very much, so I am very interested in the status of developing.

yours

Markus

[Lizard King]

Also it will be really good if you can group your phrases outside of Global because finding one by one and translating them is really pain in the ass :)

[boeserwolf]

Hi

Why are you making things this complicated?

Before I installed the hack, I opened the install.php and translated the phrases there.

Okay , there are a few phrases, which are hard to translate because you really don´t know the exact content, I also corrected a few translation errors after install, but most phrases may be translated easily before installation

yours

Markus

[Marco van Herwaarden]

Hi

Why are you making things this complicated?


Before I installed the hack, I opened the install.php and translated the phrases there.


Okay , there are a few phrases, which are hard to translate because you really don?t know the exact content, I also corrected a few translation errors after install, but most phrases may be translated easily before installation


yours


MarkusThat is not the way to translate. Like this you will get translated things in the Master Language instead of in the Language where they are suposed to be. If you run a board with multiple languages you will run into trouble with your way of translating.

[Tom1234]

In ticket listings, could you link the "Posted By" field to the public profile for the user? This would help in accessing/viewing the user's settings/options.

Or maybe it would be better to link the username to their public profile in the upper right corner of their HelpDesk posts where their username is listed.

Could you also add the post time in addition to the date that is displayed on posts?

[WhSox21]

Requests need to be made via this link:
http://www.hackvb.com/helpdesk.php

[Tom1234]

I'll create a page on one of my sites where everyone can request features. This will help me organize my ideas and featues. It's a little hard to keep track of all the requests. It won't be hard to create a page for these requests. I'll let everyone know when that page is up and I'll post a link in the main post!

Could you please re-consider allowing the feature requests here so everyone can see what's already been requested along with comments on those requests? I think removing the openness of discussion of new ideas is detrimental to the future of the hack.

[Mosh]

WhSox21,

Thanks for the hack, it is great :)

jd :)

[TheMusicMan]

WhSox21,

Thanks for the hack, it is great :)

jd :)
Hi...

Is there a way I can force a specific style when the helpdesk is selected? I only want to have the helpdesk shown on one of my styles. Is this popssible...?

[Lizard King]

Hi...

Is there a way I can force a specific style when the helpdesk is selected? I only want to have the helpdesk shown on one of my styles. Is this popssible...?
You can link to helpdesk like helpdesk.php?styleid=2 ;)

[WhSox21]

Could you please re-consider allowing the feature requests here so everyone can see what's already been requested along with comments on those requests? I think removing the openness of discussion of new ideas is detrimental to the future of the hack.
It's way to hard to try to keep track of everything everyone wants implemented into this hack without moving it there. I'll add a page that shows the hacks being listed today at some point.

TheMusicMan - He suggested the only way to do this.

[yinyang]

hello! i finally got some time to install this and i'm loving it. is there any way to add posts and replies in the ticket help desk to your post count? that would be a huuuuuuge help to me.

or even better, to add it to a separate count or tracking where i can put it in the postbit?

[yinyang]

*clicks install*

can more than one person "claim ownership"?

[TheMusicMan]

You can link to helpdesk like helpdesk.php?styleid=2 ;)

D'oh... now why didn't I think of that eh!!! :) Thaks.

Also: I have a suggestion. Is there a way to have the number of tickets for each category (i.e. Unresolved, Resolved, New etc) shown in say the welcome panel for those who can answer support tickets...? Not very well articuklated but essentiall what I mean is... is there a way to see the number of those tickets somewhere on the forumhome (or anywhere) for those who can respond to tickets. It would be great if underneath the "Private Messages: n" in navbar I could see how many tickets there were in each section. Would also be good if those who have submitted a ticket could see if there is a reply awaiting them...;)

[yinyang]

D'oh... now why didn't I think of that eh!!! :) Thaks.

Also: I have a suggestion. Is there a way to have the number of tickets for each category (i.e. Unresolved, Resolved, New etc) shown in say the welcome panel for those who can answer support tickets...? Not very well articuklated but essentiall what I mean is... is there a way to see the number of those tickets somewhere on the forumhome (or anywhere) for those who can respond to tickets. It would be great if underneath the "Private Messages: n" in navbar I could see how many tickets there were in each section. Would also be good if those who have submitted a ticket could see if there is a reply awaiting them...;)

numbering would be cool and i guess that could easily lead into counting ticket replies,etc.?

[WhSox21]

D'oh... now why didn't I think of that eh!!! :) Thaks.

Also: I have a suggestion. Is there a way to have the number of tickets for each category (i.e. Unresolved, Resolved, New etc) shown in say the welcome panel for those who can answer support tickets...? Not very well articuklated but essentiall what I mean is... is there a way to see the number of those tickets somewhere on the forumhome (or anywhere) for those who can respond to tickets. It would be great if underneath the "Private Messages: n" in navbar I could see how many tickets there were in each section. Would also be good if those who have submitted a ticket could see if there is a reply awaiting them...;)
http://www.hackvb.com/helpdesk.php - For requests.

[TheMusicMan]

http://www.hackvb.com/helpdesk.php - For requests.

Hi - I can't get at the site I'm afraid. Get timeout errors... is all OK?

[WhSox21]

It appears my host is down for some reason.

[jerett]

Anyone know why the nav link might not show up for the helpdesk?

[KTBleeding]

Anyone know why the nav link might not show up for the helpdesk?
Did you edit the navbar template?

[mholtum]

/me installs! Great Hack thanks.

[MoK]

Hallo Community,

This is my first Post here, and at first i would to say sorry for my bad english *lol*. It?s not my favourite Language :nervous: ... I?ve install these Hack, but when i made a new Ticket i?ve got a SQL Database Error when i submint him! The Auto-Messega arrive me, and the Ticket i can see it in the Help Desk, but when i will open it, it is the same Database Error as when i submint the Ticket... I Hope your can help me and i hope so much that you can understand me :rolleyes:

This is the Database Error i become:

Datenbankfehler in vBulletin 3.0.7:

Ungueltige SQL-Abfrage: SELECT DISTINCT userid FROM user AS user, ticket AS ticket LEFT JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE ( FIND_IN_SET(, membergroupids) OR usergroupid = ) AND (userid = 1 OR ticket.postuserid = 1)
mysql error: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ' membergroupids) OR usergroupid = ) AND (userid = 1 OR ticket.p

mysql error number: 1064

Datum: 20.04.2005 13:55:25
Skript: http://www.diegilde2.de/Forum/forum/helpdesk.php?do=ticket&tid=2
Referer: http://www.diegilde2.de/Forum/forum/helpdesk.php?do=unresolved
Benutzername: MoK

best regards MoK

[WhSox21]

For some reason it looks like $bbuserinfo is not being set. I honestly have no idea why that's not working correctly? I would need more information on your files.

[MoK]

Thank you for youre Answer,

and which informations you need?

greetz MoK

[MoK]

I have found the Problem :)

It?s a great Hack! Thank you WhSox21 for this !!!!!!!!

[misuse]

Great work. Easy install. Submitted request at the URL listed.

[evenmonkeys]

It would appear that the bug I had you fix seems to be popping back up. I have users who are finding ways around your fix. They're still able to view and reply to other tickets.

[MikeWarner]

It would appear that the bug I had you fix seems to be popping back up. I have users who are finding ways around your fix. They're still able to view and reply to other tickets.I am also getting this.

[WhSox21]

Very odd. Let me look into this.

[evenmonkeys]

Find anything out yet? =\

[TheMusicMan]

Find anything out yet? =\
Hey WhSox21

Superb hack matey... spot on.

I appreciate you have a hard time managing all the feature requests when they are posted in here, but is there any way you might be able to either post the updated feature request list here, or perhaps create a page on your site where we could see the list...? Maybe even with a status on each feature i.e. if you're thinking of implementing it, if so, progress etc...

Again, I think it is fair to say that everyone here very much appreciates the great work you have done on the Helpdesk system. Thank you for your tolerance, patience and skill...

John

[Tom1234]

WhSox21,

Can you confirm the ability for others to view tickets they shouldn't have access to or do you need more information? Sounds like a pretty major bug that needs plugging ASAP.

[MikeWarner]

Tom - I have PMed him a screen shot of me doing this to his own forum - he is acting on it but is busy at the moment. He has PMed me to let me know that there will be a fix soon. I'm sure WhSox21 will sort it out as soon as he has a moment.

[Lostnode]

Very odd. Let me look into this.

Any chance the fixes are complete. I dunno if you have heard this from "Deaths" (original post - https://vborg.vbsupport.ru/showthread.php?t=72663&page=2&highlight=helpdesk)

I strongly _NOT_ recommend this hack, as it has some _SERIOUS_ security issues! (https://vborg.vbsupport.ru/showpost.php?p=643889&postcount=451 as an example)

He says he'll fix it, but this would be the second fix for the same bug, and I don't think he'll every be able to patch it.

PS I've found more than 5 security exploits, 4 of them each a different way of looking at other tickets, and 1 is an SQL injection.

SQL Injections are pretty bad, I have had a few of my sites compromised becasue of this. I am very interested your script for my hosting site, but wish not to have to deal with security holes. Any truths to this? And if Death hasn;t contacted you with his finds, message him, he should have reported them to you so you could fix them (if they do indeed exist that is)

[WhSox21]

Deaths may be mad because his helpdesk hack was removed from here. But yes, I just looked and there are a few SQL injection problems, but only a few! These will be fixed tomorrow with the other bug. I've just finished my exams this week and have a little bit more free time.

I'm sorry for the lack of updates guys.

[WhSox21]

I just spent a few hours on this and I've got the problems sorted out. Deaths has not contacted me about the problems, but I don't see any other possible problems.

Let me know how this update works out!

[Deaths]

I'll take a look at the current code, and let you know if I find any more problems :)

[WhSox21]

I have also added the ability to view the requests via this page:
http://www.hackvb.com/helpdesk.php

Just click on the link in the top left.

[mholtum]

When I upgrade I get this:

Database error in vBulletin 3.0.7:

Invalid SQL: INSERT INTO vb3_phrase (phraseid, languageid, varname, text, phrasetypeid) VALUES (NULL, '0', 'helpdesk_auto_response', '$vboptions[bbtitle] Auto Response', '4000')
mysql error: Duplicate entry 'helpdesk_auto_response-0-4000' for key 2

mysql error number: 1062

Date: Saturday 30th of April 2005 09:21:02 AM
Script: http://www.theflyfishingforum.com/forums/admincp/helpdesk_install.php?do=upgrade&step=2
Referer:
Username: fshfanatic
IP Address: 68.99.209.240

[WhSox21]

Did you read the instructions in the file? You are not required to upgrade unless you are using an older version.

[rjordan]

I got the same error upgrading from 1.53. I ended up removing and reinstalling.

[WhSox21]

I'll look into that. That's only a minor problem.

For a temporary fix, just uninstall the phrases before you run the upgrade process. This won't make you lose any information unless if you've changed the phrases.

[WhSox21]

What about the other problems? How's everything else?

[MikeWarner]

security issues seems fixed now - many thanks for the good work. Turning off PM notification would be good though.

Thanks

[Lostnode]

I just spent a few hours on this and I've got the problems sorted out. Deaths has not contacted me about the problems, but I don't see any other possible problems.

Let me know how this update works out!

As long as the SQL Injections are gone, I am as good as sold.

[evenmonkeys]

Lovely, man! Looks awesome and it's working great!

[JayJay]

Is there anyway to stop the "A ticket has been updated" message?

Sorry, I've had little time recently, so I haven't scoured this thread, apologies in advance if this has been asked prior to this.

[WhSox21]

Easiest way is to put // (a comment) on lines 434 - 438

This is the code of those lines:
while ($userinfo = $DB_site->fetch_array($updatequery))
{
sendprivatemessage ($userinfo, 'The following ticket has been updated:
'.$vboptions[bburl].'/helpdesk.php?do=ticket&tid='.$_REQUEST['tid'] . '', 'HelpDesk Ticket Update');
}

[deta]

Problem

If I answer to a ticket, then absolutely each registiete user gets pn sent "upgrade ticket.." and not only that the ticket write has.

The current 1,63 installed version.

Ask for urgent assistance.

Thanks

cu Deta

[WhSox21]

Your Department settings are incorrect.

[deta]

Your Department settings are incorrect.

????

[WhSox21]

Please read the whole first post above. It states how to setup the departments here:
https://vborg.vbsupport.ru/showpost.php?p=622372&postcount=242

[hotrod1]

How do you admin the tickets? I am an admin on my forum and I have access to deparment settings and such but I can't access tickets sent in by customers. Thanks and it was a breeze to install.

[WhSox21]

You must have department access with your primary usergroup only. Once that's set correctly up then you will see a section on the left hand side for Unresolved tickets.

[hotrod1]

Oh I see now because a user said that they sent a ticket but I never got one. But I sent a test message myself and I got it.

[3clipse]

some of the templates on my forums do not take advantage of drop down menus and as such the thread tools menu doesnt work, is there a work around for this?

[deta]

It would be great if it was possible for certain users, the tickets may answer which with new ticket would get a PN.

[WhSox21]

I have no idea what you mean by this?

[freebase69]

/installed with no issues.

Love it.

Thanks

[deta]

I have no idea what you mean by this?

If a new ticket is provided, which the Admin or entitled person is informed by pn about it.

cu Deta

[mpadc]

If a new ticket is provided, which the Admin or entitled person is informed by pn about it.

cu Deta
Great one

u know what happened lol

for department settings i accidenetly set registered usergroups under the department settings

everytime someoen wrote/replied to a ticket it mass pmed all several thousand of my forum members lol! then the members seeing this went to the helpdesk and started replying to the ticket as if it was some sort of thread which sent out more MASS pms!
:up:
got it sorted though

nice addition to the hack :)

[mpadc]

ok one thing how do u change the default PM sender?

at the moment its set to 1 which is an administrator

however i wanna create a bogus account which sends out the helpdesk notificatiosn PM

what do i modify exactly?

[MattKeys]

Well, I've seen a few things that I think should be changed/fixed. As there are already 33 pages of this thread I don't have time to go read all of the posts to see if someone mentioned this already, if it is just ignore me.

Fix:
Well, this most likely won't effect many people now that I think about it, but it may be better to fix anyway. If you are the only person in your group to get the ticket, and you send the ticket yourself (i was testing it out), you will get permission denied.

Sugguestion:
Make it pm everyone in the group that there is a *NEW* ticket, not just updated one.

I made both these fixes myself so it doesn't matter much to me, but for everyone else's sake. Before I did the fix I was telling everyone to submit it, then hit reply and say something else so that it would PM me and I didn't need to go look every 5 min. lol.



Oh, and mpadc:

Open helpdesk.php
Find: ('1'
Replace: ('insert userid here'


Edit:
Eh, I'll post what I did so you don't need to think so hard, btw, love the Addon.

The "Fix":
Open "helpdesk.php" (duh)
Find:
$updatequery = $DB_site->query("SELECT DISTINCT userid, username, pmpopup FROM " . TABLE_PREFIX . "user AS user WHERE (".$condition." OR userid = $ticketusergroups[postuserid]) AND userid <> $bbuserinfo[userid]");

Replace With:
$updatequery = $DB_site->query("SELECT DISTINCT userid, username, pmpopup FROM " . TABLE_PREFIX . "user AS user WHERE (".$condition." OR userid = $ticketusergroups[postuserid])");

Find:
while ($userinfo = $DB_site->fetch_array($updatequery))
{
sendprivatemessage ($userinfo, 'The following ticket has been updated:
'.$vboptions[bburl].'/helpdesk.php?do=ticket&tid='.$_REQUEST['tid'] . '', 'HelpDesk Ticket Update');
}

Replace With:
while ($userinfo = $DB_site->fetch_array($updatequery))
{
if ($bbuserinfo[userid] != $userinfo[userid]){
sendprivatemessage ($userinfo, 'The following ticket has been updated:
'.$vboptions[bburl].'/helpdesk.php?do=ticket&tid='.$_REQUEST['tid'] . '', 'HelpDesk Ticket Update');
}
}

Thats it for the fix.

Haven't done php in a while, if this is wrong just lemme know so I can take it down so I don't mess people up (works for me though).

[Julie]

MattKeys, would your above post fix the issue of a update-pm being sent to everyone, not just the Administrator? Or is it for something else?

[WhSox21]

MattKeys, would your above post fix the issue of a update-pm being sent to everyone, not just the Administrator? Or is it for something else?
No that's not a fix for that. Nor is that a bug. That is a misconfiguration on your part of the Departments. If you configure them correctly then users will not recieve that PM.

[MikeWarner]

One major item is missing from this great hack.

Many tickets ask things like "Why can't I post?", "Can I change my username?" etc. This means I have to go to the admin CP and do a search for their username.

If their username whenever shown in the Help Desk was linked to their public profile, it would make things much easier to admin. I hope this can be added into a future release.

Thanks.

[rokkyu]

Hey I wanted to say great hack!! Now I am missing one thing.. how do you take the ticket over? I thought maybe replying would do the trick but I am not sure how this works. Other then that it works peachy!

rokkyu

[WhSox21]

You must use the drop down and click claim ownership. Once you do that it's in your ownership. :)

[WhSox21]

One major item is missing from this great hack.

Many tickets ask things like "Why can't I post?", "Can I change my username?" etc. This means I have to go to the admin CP and do a search for their username.

If their username whenever shown in the Help Desk was linked to their public profile, it would make things much easier to admin. I hope this can be added into a future release.

Thanks.
That would be rather easy. All it would be is a template modification.

[rokkyu]

You must use the drop down and click claim ownership. Once you do that it's in your ownership. :)


Well I dont have a Claim Ownership drop down I can see. I have all the permissions set right.

[rokkyu]

Come to think of it I dont see close ticket either.

[rokkyu]

Anyone have any ideas? I installed everything properly. :)

[WhSox21]

Sorry for the delay. I didn't get updated with the reply to the thread. Anyways, this would be a permissions problem. That's the only reason it would not be showing in the drop down.

[Tom1234]

rokkyu, are you on a Mac? There might be a problem with the drop down with at least one browser on the Mac.

[rokkyu]

Nope not on a Mac. What type of permission? Because all the admin permissions are given as far as I can tell in teh admincp areas.

[WhSox21]

There's your problem then. Sounds like you didn't do this:
Giving Access to the Departments and Usergroup Settings (https://vborg.vbsupport.ru/showpost.php?p=622372&postcount=242)

[rokkyu]

Ok I found out what I was doing. I was looking in the wrong area. I found out you have to click the ticket and open it up then in the upper right hand side the options are in ticket tools drop down. Honestly I think all of that should be in the administer side because as you can tell it was hard to find it at first.

Thanks for the help.. pointed me in the right direction.

rokkyu

[Stachel]

Really nice.

Stachel