HelpDesk v1.63

[WhSox21]

Feature Request...
If you're interested in requesting a feature please use the form on this page:
http://www.hackvb.com/helpdesk.php

Description:
This is a ticket support system. Your members can now open up tickets rather than email you all the time.

Features

No File Edits!
Ability to turn the HelpDesk off.
Ability to turn the New Ticket option off.
Automated Response to users when tickets are submitted by email or private message.
Ability to select which usergroups have access to creating Departments and managing the other usergroup's HelpDesk settings.
Departments / Ticket Categories.
Limit usergroups to handle certain department tickets.
Limit usergroups by the following actions: new tickets, edit tickets, delete tickets, resolve / unresolve tickets, claim/unclaim ownership of tickets.
New Tickets since last visit to forums.
New Replies since last visit to forums.
Unresolved / Resolved Tickets.
WYSIWYG Editor for replies.
No File Edits!
When upgrading your forums there will be no problems. This will not give you any headaches because it almost runs separate of vBulletin..

1 Template Modification
This only has one template modification and that is to the navbar if you want a link there.

How-tos:
Giving Access to the Departments and Usergroup Settings (https://vborg.vbsupport.ru/showpost.php?p=622372&postcount=242)
Usergroup Settings (https://vborg.vbsupport.ru/showpost.php?p=622373&postcount=243)
Managing Departments (https://vborg.vbsupport.ru/showpost.php?p=622374&postcount=244)

Installed?
Please click install if you install so you get notifications of all the latest bug fixes and feature addons.
https://vborg.vbsupport.ru/ (https://vborg.vbsupport.ru/vborg_miscactions.php?do=installhack&threadid=77155)

Bug Fixes / Feature Additions:
v1.00 - Initial Release
v1.01 - Added template caching for a slight performance increase. Thanks to: princeton (https://vborg.vbsupport.ru/showpost.php?p=618408&postcount=10)
v1.02 - Install script updated to create databases with table prefixes. Also added the ability to select which usergroups have access to the administer options.
v1.03 - Uninstall section added to the install script.
v1.50 - Ton of features added. Will update this with a link to the post where I named all the features added.
v1.51 - Bug fix. This fixes the problem with sending PMs for the auto responder.
v1.52 - Bug fix. This fixes the problem where the creator of tickets cannot reply to the ticket and a cosmetic fix to the installer.
v1.53 - Bug fixes. Fixes the problem with the PM pop-up, database errors for some people and the delete errors.
v1.54 - Bug fixes. Fixes the problem with the install script with one table.
v1.55 - Bug fixes. Fixes the problem with the Usergroup Settings page loading half the way down the page in IE.
v1.60 - Bug fixes. Fixes the security hole pointed out by xYarub. This also adds the send a new PM on ticket update feature.
v1.61 - Bug fixes.
v1.62 - Parse error fix.
v1.63 - Really fixed the permission errors.

Donations:
Hacks like these takes up enormous amounts of time and energy. This hack is entirely free to use. Please help me, help the vBulletin community by donating. Donations will keep me releasing hacks for free rather than doing custom work. A donation of any amount is much appreciated! Tell me this hack isn't work a couple bucks? ;)
https://vborg.vbsupport.ru/external/2010/02/12.gif (https://www.paypal.com/xclick/business=WhSox21%40cinci.rr.com&no_shipping=1&cn=vBulletin.org+Username&tax=0&currency_code=USD&item_name=HelpDesk%20Donation)

[vBTotal]

Great Work Bud :) Glad you released this! installed and working on my website

www.vbcore.com

[WhSox21]

Feature requests for this hack are welcome! ;)

[shadiguy1]

installed great job.

[Creed]

I'm installing now, if I find something that would make it better I will let you know!

[vBTotal]

I just created an Add-on, and it takes litterally 5 seconds to install ;)

[Creed]

Gonna go ahead add that one too :)

[Mechanical Mind]

I missed the directions part...:nervous:

[WhSox21]

All you have to do is upload the files in the correct file and run the helpdesk_install.php file in the admincp directory. Everything is done after that. Only like 5 clicks and it's installed! ;)

[Princeton]

I like it ... good job.

Some quick fixes..

define('NO_REGISTER_GLOBALS', 1);
define('GET_EDIT_TEMPLATES', true);

// pre-cache templates used by all actions
$globaltemplates = array(
'HELPDESK_SHELL',
'HELPDESK',
'helpdesk_ticket',
'helpdesk_ticketlist',
);

// pre-cache templates used by specific actions
$actiontemplates = array(
'newticket' => array(
'helpdesk_newticket',
),
'mytickets' => array(
'helpdesk_message',
),
'newreplies' => array(
'helpdesk_message',
),
'ticket' => array(
'helpdesk_quickreply',
'helpdesk_reply',
),
);

Suggestions:

pagenav
search facility

[WhSox21]

I can't believe I forgot updating that. I usually update that before I finish a hack because it's easiest before I know the names. Anyways, search will be in next version along with departments.

I'll update the helpdesk.php file shortly and upload the new updated zip file.

[Mechanical Mind]

All you have to do is upload the files in the correct file and run the helpdesk_install.php file in the admincp directory. Everything is done after that. Only like 5 clicks and it's installed! ;)

I guess I am easily confused.

All I know is I have a zipped file that has a folder and a file in it. Inside the folder is a file with the same name as the loose file. One is 12 kB and the other is 18 kB. Not sure which one, if both, to upload and to where...

Hmmm... I'm a dumby!

[WhSox21]

I guess I am easily confused.

All I know is I have a zipped file that has a folder and a file in it. Inside the folder is a file with the same name as the loose file. One is 12 kB and the other is 18 kB. Not sure which one, if both, to upload and to where...

Hmmm... I'm a dumby!

You upload the one named helpdesk.php to the forumroot and helpdesk_install.php to your admincp directory. That file is the one you run to install the hack.

[rex_b]

Is it easy to give permissions to Super Mods / Mods ?

[WhSox21]

It gives all users with any admin permissions access. So yes, it should give them access.

[rex_b]

It gives access to Admin and SuperMods.

*installed

[WhSox21]

Next version I'll make it so that you can set who has permissions.

[AnthonyJR]

I love it! But it needs to be more customizeable. i need to be able to manually give certain people/groups admin access to this.

and i need to be able to restrict certain groups from using it, and I need to be able to turn it on and off

[TTG]

Could be very useful .. Installed with no problems on 3.0.6
Clicked install :)

[Mechanical Mind]

* removed head from a$$ *

* realized just how easy it was *

* clicks install *

Thanks for a good hack! :classic:

[WhSox21]

I love it! But it needs to be more customizeable. i need to be able to manually give certain people/groups admin access to this.

and i need to be able to restrict certain groups from using it, and I need to be able to turn it on and off

Make sure you click install for next version as this will all be incorporated but will require file edits! ;)

[WhSox21]

Upgraded the zip file to fix SLIGHT bugs. This update is not required but will help the performance slightly. All you'll have to do is over write the helpdesk.php file and everything should be updated.

[Polo]

Excellent, will definetly install :) thank you whsox ;)

[WhSox21]

Excellent, will definetly install :) thank you whsox ;)
Not a problem. Glad to see people are enjoying it. Not only that but no bug fixes yet! :)

Well other than the performance fix! :surprised:

[TunerNetwork]

I installed it. nice hack, and simple to install. IS there a way to have it send...say, a pm to the admin or a designated person(s) to handle or answer the tickets. Or even add an email option this way the webmasters get the ticket and can address or it...or a drop down menu of what department they want the ticket to be addressed too,lol. Sorry, its a great basic hack, has alot more potential. Good Job.

[WhSox21]

Yes, everything you have mentioned is planned in the next version. I just wanted to give everyone a taste of it and release the rest. Be prepared that the next version will require file modifications.

[shadiguy1]

ive spoken with whsox he is adding a list of departments for tickets to the hack. Hell have the next version out soon. Give him some time. Im sure it wont be long.

ps- This should be considered for hack of the month as i know alot of people wanted a ticket system well here yah go.

[TunerNetwork]

Good job, *Clicks Insall*

Here it is on my board if you want to use it as an example or demo site:

http://www.tunernetwork.com/forums/helpdesk.php

If you look at the main page, http://www.tunernetwork.com, I made a "Support" link on the right side of the page, which goes to this page. Should prove helpful. GJ.

[uae]

Installed with no problems
** Clicked install **

[uae]

sorry, but the zip file showed HelpDesk v1.01.zip " Mod Version: 1.01" and php files says HelpDesk v1.0!
is that correct?

[Deaths]

Lol, it seems like more and more people are creating support ticket system right after I released the preview of my vBMA....

[Lionel]

Wondering... Is a ticket viewable only by its owner and admin, or everybody sees everybody's ticket?

[Creed]

Great update, does help with page load time and server strain (although its only slight) :)

[Slave]

Nice .. :)

Here are a few suggestions, in no real order, now that I've played with it a bit .. :)


Ability for user to see who has taken ownership of ticket
Ability for admins to see all resolved items
Ability to delete entries/tickets
PM/Mail to let people know an Admin has replied/taken ownership
PM/Mail to let Admin know there is a new request/reply/ticket
Tick box by Submit Reply to close ticket as you reply
Departments (I know, already requested :) )
Automated PM/Email to say someone will be looking into your ticket soon?

[computer1]

*LOL* this I like I have install this nowe and thats work to vb 3.0.7

but the zip file I download say is version 1.0 are this wright version ??

[Slave]

Wondering... Is a ticket viewable only by its owner and admin, or everybody sees everybody's ticket?
It looks like you can only see tickets you've put onto the system yourself .. (admin can see all open tickets) .. not sure if one admin can see/take control of a ticket which has been "owned" by another admin ..

Even Admin at the moment can't see closed tickets .. although the user who created the ticket can ..

[computer1]

have try to create ticket nowe and I cant do that go for this url
http://forum.tanakawebb.com/helpdesk.php?do=newticket

have you eny iders about this ??

[Freezerator]

Can this be linked with the post report system? Then it would really rock :)

[Creed]

You have to be logged in to see that page, however I'm going out on a limb to say that you haven't set the usergroup permissions to create tickets yet ;)

[computer1]

And howe can I do that ??

[Creed]

Go to your admincp, click usergroups. ==> usergroup manager. From that point you can edit the permissions of each usergroup. Just look for "Can create tickets"

[Floris]

Go to your admincp, click usergroups. ==> usergroup manager. From that point you can edit the permissions of each usergroup. Just look for "Can create tickets"
This is very nice, good job and good luck with future releases :)

[computer1]

Go to your admincp, click usergroups. ==> usergroup manager. From that point you can edit the permissions of each usergroup. Just look for "Can create tickets"

Sorry but I dont hace that to my swedish board

[Slave]

Nope I can't see that either .. and there was no mention of it in the install ..

I thing he's pulling our collective legs ..

[laeth]

does this work with 3.0.3? :)

[Slave]

does this work with 3.0.3? :)
Yep .. that's what I've installed in on :)

[quachvu]

Go to your admincp, click usergroups. ==> usergroup manager. From that point you can edit the permissions of each usergroup. Just look for "Can create tickets"
well, i installed and eveything done, but i looked carefully in usergroupd manager and couldnt find "Can create tickets" to set permission who can creat tickets!

[laeth]

Yep .. that's what I've installed in on :)

Ok, how do I make it so that the installer recognises my Table prefixes? At the moment it is installing them on there own. I have a vb3_ prefix on there as well.

hmmm....

[Slave]

Ok, how do I make it so that the installer recognises my Table prefixes? At the moment it is installing them on there own. I have a vb3_ prefix on there as well.

hmmm....
hmm .. I've had a look though the code and it should cope with Table prefixes .. so not sure why it isn't working for you ..

[laeth]

This is odd. I guess I'll have to wait for the guy who wrote it too show up :)

[laeth]

nvm I fixed it. I changed the querys to this instead, seemed to do the trick:


$query['new'][] = "CREATE TABLE `".TABLE_PREFIX."ticketreply` (
`replyid` int(10) unsigned NOT NULL auto_increment,
`ticketid` int(10) unsigned NOT NULL default '0',
`username` varchar(50) NOT NULL default '',
`userid` int(10) unsigned NOT NULL default '0',
`dateline` int(10) unsigned NOT NULL default '0',
`pagetext` mediumtext NOT NULL,
`ipaddress` varchar(15) NOT NULL default '',
PRIMARY KEY (`replyid`),
KEY `userid` (`userid`),
KEY `threadid` (`ticketid`,`userid`)
) TYPE=MyISAM AUTO_INCREMENT=1";

$query['new'][] = "CREATE TABLE `".TABLE_PREFIX."ticket` (
`ticketid` int(10) unsigned NOT NULL auto_increment,
`title` varchar(250) NOT NULL default '',
`open` smallint(6) NOT NULL default '1',
`ownerid` int(10) unsigned NOT NULL default '0',
`replycount` int(10) unsigned NOT NULL default '0',
`postusername` varchar(50) NOT NULL default '',
`postuserid` int(10) unsigned NOT NULL default '0',
`lastposter` varchar(50) NOT NULL default '',
`lastupdate` int(10) unsigned NOT NULL default '0',
`dateline` int(10) unsigned NOT NULL default '0',
PRIMARY KEY (`ticketid`),
KEY `postuserid` (`postuserid`)
) TYPE=MyISAM AUTO_INCREMENT=1";

:)

[computer1]

And where shuld we put this ??

[laeth]

Replace:

$query['new'][] = "CREATE TABLE `ticketreply` (
`replyid` int(10) unsigned NOT NULL auto_increment,
`ticketid` int(10) unsigned NOT NULL default '0',
`username` varchar(50) NOT NULL default '',
`userid` int(10) unsigned NOT NULL default '0',
`dateline` int(10) unsigned NOT NULL default '0',
`pagetext` mediumtext NOT NULL,
`ipaddress` varchar(15) NOT NULL default '',
PRIMARY KEY (`replyid`),
KEY `userid` (`userid`),
KEY `threadid` (`ticketid`,`userid`)
) TYPE=MyISAM AUTO_INCREMENT=1";

$query['new'][] = "CREATE TABLE `ticket` (
`ticketid` int(10) unsigned NOT NULL auto_increment,
`title` varchar(250) NOT NULL default '',
`open` smallint(6) NOT NULL default '1',
`ownerid` int(10) unsigned NOT NULL default '0',
`replycount` int(10) unsigned NOT NULL default '0',
`postusername` varchar(50) NOT NULL default '',
`postuserid` int(10) unsigned NOT NULL default '0',
`lastposter` varchar(50) NOT NULL default '',
`lastupdate` int(10) unsigned NOT NULL default '0',
`dateline` int(10) unsigned NOT NULL default '0',
PRIMARY KEY (`ticketid`),
KEY `postuserid` (`postuserid`)
) TYPE=MyISAM AUTO_INCREMENT=1";

with:

$query['new'][] = "CREATE TABLE `".TABLE_PREFIX."ticketreply` (
`replyid` int(10) unsigned NOT NULL auto_increment,
`ticketid` int(10) unsigned NOT NULL default '0',
`username` varchar(50) NOT NULL default '',
`userid` int(10) unsigned NOT NULL default '0',
`dateline` int(10) unsigned NOT NULL default '0',
`pagetext` mediumtext NOT NULL,
`ipaddress` varchar(15) NOT NULL default '',
PRIMARY KEY (`replyid`),
KEY `userid` (`userid`),
KEY `threadid` (`ticketid`,`userid`)
) TYPE=MyISAM AUTO_INCREMENT=1";

$query['new'][] = "CREATE TABLE `".TABLE_PREFIX."ticket` (
`ticketid` int(10) unsigned NOT NULL auto_increment,
`title` varchar(250) NOT NULL default '',
`open` smallint(6) NOT NULL default '1',
`ownerid` int(10) unsigned NOT NULL default '0',
`replycount` int(10) unsigned NOT NULL default '0',
`postusername` varchar(50) NOT NULL default '',
`postuserid` int(10) unsigned NOT NULL default '0',
`lastposter` varchar(50) NOT NULL default '',
`lastupdate` int(10) unsigned NOT NULL default '0',
`dateline` int(10) unsigned NOT NULL default '0',
PRIMARY KEY (`ticketid`),
KEY `postuserid` (`postuserid`)
) TYPE=MyISAM AUTO_INCREMENT=1";

In the helpdesk_install.php .

Hope it helps.

[computer1]

I get this error when I reinstall helpdesk howe can I fix this ??

Database error in vBulletin 3.0.7:

Invalid SQL: CREATE TABLE `ticketreply` (
`replyid` int(10) unsigned NOT NULL auto_increment,
`ticketid` int(10) unsigned NOT NULL default '0',
`username` varchar(50) NOT NULL default '',
`userid` int(10) unsigned NOT NULL default '0',
`dateline` int(10) unsigned NOT NULL default '0',
`pagetext` mediumtext NOT NULL,
`ipaddress` varchar(15) NOT NULL default '',
PRIMARY KEY (`replyid`),
KEY `userid` (`userid`),
KEY `threadid` (`ticketid`,`userid`)
) TYPE=MyISAM AUTO_INCREMENT=1
mysql error: Table 'ticketreply' already exists

mysql error number: 1050

[nexialys]

question... is it possible to guests to create a new ticket ?!
[so guests would be asked to enter email and name...]

i'd like to use this system instead of the contact-us form...

[shadiguy1]

yes it works with 3.0.3

[Delphiprogrammi]

installed successfully on vbulletin 3.0.7 however i had to create the database tables by hand for some reason the tables where in my database but without the correct prefixes installer bug ? anyway nice hack

/me clicks install

[computer1]

Howe can I unistall this dont work for me :devious:

[Dan]

Interesting idea..... good job

[Lord Brar]

:D Wish, all hacks could be like this!

Thanks man! I am gonna install this one! :)

[WhSox21]

Everyone that has had trouble give me some time. I'll go back through the thread and reply to each and every one of you. I'll be releasing a small update tonight and possibly a larger one depending on the time I have. I'll let everyone know.

[WhSox21]

I updated the script to allow the selection of usergroups access. I also added a install text file for people to help them get the hack installed. The install script now also uses the table prefixes when creating the tables.

[WhSox21]

Anyone thinking about upgrading hold off until I update the install script!

[computer1]

Can u tel me howe I can unistall this whit all off the error I get please so I can uppdate this to my vb 3.0.7

I get this error when I reinstall helpdesk howe can I fix this ??

Database error in vBulletin 3.0.7:

Invalid SQL: CREATE TABLE `ticketreply` (
`replyid` int(10) unsigned NOT NULL auto_increment,
`ticketid` int(10) unsigned NOT NULL default '0',
`username` varchar(50) NOT NULL default '',
`userid` int(10) unsigned NOT NULL default '0',
`dateline` int(10) unsigned NOT NULL default '0',
`pagetext` mediumtext NOT NULL,
`ipaddress` varchar(15) NOT NULL default '',
PRIMARY KEY (`replyid`),
KEY `userid` (`userid`),
KEY `threadid` (`ticketid`,`userid`)
) TYPE=MyISAM AUTO_INCREMENT=1
mysql error: Table 'ticketreply' already exists

mysql error number: 1050

[jugo]

WHSox, I want to thank you for this.

It would be cool to add notification when a new ticket is entered.

and to be able to assign the tickets to a certaing person or department.

[WhSox21]

Install script upgraded.

WHSox, I want to thank you for this.

It would be cool to add notification when a new ticket is entered.

and to be able to assign the tickets to a certaing person or department.

This is going to be in the near future. I wanted to release this so people could decide who had access and it had a bug fix in the install script.

computer1 -
Do you have phpMyAdmin access? If so drop those tables and run the install again. Actually, to think about it. I'll just upgrade the install script again.

EDIT: Install script has been updated. Try running version 1.02 rather than 1.01!

[jugo]

Awesome Hack.....And Thanks to Cry for letting you set it up on his board (great guy).

Let me know when the new installer is ready, I want to upgrade it to version 1.02 so I can assign who can and can't enter Tickets.

[computer1]

WhSox21
I dont have phpmyadmin howe can I do that nowe ????

[WhSox21]

Awesome Hack.....And Thanks to Cry for letting you set it up on his board (great guy).

Let me know when the new installer is ready, I want to upgrade it to version 1.02 so I can assign who can and can't enter Tickets.
It's ready. This requires a file edit of the helpdesk.php file though. Trying to stay away from vbulletin file edits for the early versions. Either way, it's ready.

computer1 - Just download the new version and install the hack again.

[jugo]

Go to your admincp, click usergroups. ==> usergroup manager. From that point you can edit the permissions of each usergroup. Just look for "Can create tickets"


So is this somewhere, because if it is, I may have missed it.

The Groups that put into the helpdesk.php file are the ones allowed to Administer the tickets. I want to only allow a certain group to enter tickets....is THAT possible??

[WhSox21]

So is this somewhere, because if it is, I may have missed it.

The Groups that put into the helpdesk.php file are the ones allowed to Administer the tickets. I want to only allow a certain group to enter tickets....is THAT possible??
No what he's saying is incorrect. There is no admin functions for this yet. I'll add that feature next release. If I can get cranking here soon possibly we'll see a release tonight! :)

[computer1]

I have problem I are inloggad as admin and I cant create ticket go to this url you can se

http://forum.tanakawebb.com/helpdesk.php?do=newticket

[WhSox21]

I can't see because I don't have access to your board.

[computer1]

Howe can I setup so you have acces when you have register ??

what usergroups are registered user ??

[WhSox21]

I don't follow what you're asking?

[computer1]

tray nowe

its work nowe but not when I are inlog as admin whay ??

And howe can I se when I have ticket ??

[Creed]

So is this somewhere, because if it is, I may have missed it.

The Groups that put into the helpdesk.php file are the ones allowed to Administer the tickets. I want to only allow a certain group to enter tickets....is THAT possible??


I'm sorry I was mixing this up with another hack (Vbugs) ;) My bad!

[WhSox21]

tray nowe

its work nowe but not when I are inlog as admin whay ??

And howe can I se when I have ticket ??

I don't understand your english very well. Did you run the upgrade script? When you're logged in as admin it will show you all the open tickets.

[WhSox21]

Version 1.03 released. This release is only for people who wish to uninstall the hack mainly. It only upgrades the install script. It cleans it up a little bit and adds the uninstall script.

[WhSox21]

Just to let everyone know that work is in process for version 1.1. This version will require file edits but still not many.

[dethfire]

Just to let everyone know that work is in process for version 1.1. This version will require file edits but still not many.

this is great! any timetable for the next version?

[WhSox21]

this is great! any timetable for the next version?
Sometime this week. I'm trying to figure out the best way to allow guests to create tickets. I may just release verison 1.1 without guests ability to create tickets still and then the release after that would have this. There are already 5 new features I've created so far. Won't be much longer probably Wednesday, possibly tomorrow.

[mykes]

It'd be nice to be able to subscribe to the help desk, like you would any forum.

That way, your User CP would show any tickets you have outstanding. And you could get e-mailed when a mod(plus) answers the ticket.

It's even better for mods to be able to subscribe. Otherwise we have to go check the help desk periodically...

Or am I missing something?

[WhSox21]

This is already a setting I've incorporated for the next version. Although this setting is an admincp and not for each user.

What does everyone think it would be best? Allow users to set that or for the whole helpdesk? I'd like to get some feedback before I continue as that will take a bunch of recoding.

[computer1]

I don't understand your english very well. Did you run the upgrade script? When you're logged in as admin it will show you all the open tickets.

I have run the uppgrade script and I logged in as admin but I cant writ eny tickets whit this account and I cant se eny open ticket

[laeth]

Any chance of email notification when we recieve tickets, and when we reply the user receives a email that we have replied to their ticket?

[T3MEDIA]

It'd be nice to be able to subscribe to the help desk, like you would any forum.

That way, your User CP would show any tickets you have outstanding. And you could get e-mailed when a mod(plus) answers the ticket.

It's even better for mods to be able to subscribe. Otherwise we have to go check the help desk periodically...

Or am I missing something?nice idea... nice... or have it defaluted to a user id.

[T3MEDIA]

This is already a setting I've incorporated for the next version. Although this setting is an admincp and not for each user.

What does everyone think it would be best? Allow users to set that or for the whole helpdesk? I'd like to get some feedback before I continue as that will take a bunch of recoding.
nah just a pm to the user when THEIR ticked has been responded to.
no need to subscribe to the whole thing. PM/email depending on how they want it done. and a small anouncement box would be nice so they can see what is going on. Mind you that is a template issue and anyone who knows HTML can do that up.

what about the latest 10 questions? or most comon question like linksys has on their website. I find the term ticket confusing its a nerd term (no offense) regular users will confuse the term.

[dethfire]

WhSox21, even with all these great suggestions I want to let you know to please continue to make this hack modular and not to create to many file edits, that is a huge plus to this hack and shows your coding skill.

[WhSox21]

dethfire - I'll take that into consideration. I think that is a good point and may change my way that I was currently coding this next release.

T3MEDIA - This is fully phrased. You can change the phrases in your AdminCP.

computer1 - I have no idea what the problem with your site could be. No one else seems to be having those issues? I honestly have no idea what to tell you. Do you have AIM maybe I could help you over that?

[dethfire]

Thanks WhSox21! I also would like to make two suggestions, maybe have the ability to make categories for tickets and make a ticket private.

[computer1]

AIM I dont understand ?

I get script error on
Rad : 334
Tecken 4
wrong one objeckt förväntas

when I go to the helpdesk
my op is win 2000 xp proff and I have sp2 eny ideers about this ??

[WhSox21]

Private ticket? I'm not sure what you mean by that? Also the categories will be departments.

computer1 - AOL Instant Messenger. Some type of live chat system so I can help you.

[computer1]

I have mns send me pm whit your alias so can you remote me

[dethfire]

Private ticket? I'm not sure what you mean by that?

I assume all the tickets are public and anyone can view. What if you want only the disputant and the mods to discuss it and view it.

[WhSox21]

No tickets are public. If you don't have admin access then you can only see the tickets you created. If you take ownership of the ticket then only you and the creator of the ticket can view the ticket. Viewing the ticket will give you the same rights as replying to the ticket.

[Freezerator]

Nice hack and looking forward to the next release :)

Installing :)

[billywiz]

nice hack m8 cant wait for the next one is there any way u can delete Tickets after they are Resolved or do they delete them selfs after so long ? if u cant will the next version have it ??? sorry if its been asked

cheerz billy

[weirdpixels]

Just installed this hack, very nice :) can't wait for the new version you are working on

[Deviant++]

I'd like my users to be able to see existing tickets ( in other words, a default setting to show previous tickets as a help index and the admins ability to hide selected tickets from public )

[computer1]

I must uninstall everything about this howe can I remove all in the database ??

[mfowler70]

Installed and lovin it. One problem though.

When more than one ticket is present, and an admin replies to one of them, all of the tickets show as being updated by that same admin regardless of whether or not he replied to them.

Also, two request for additional functionality:

- A more specific time of update rather than just "Today" (unless that is tied to my ACP setting for post time format).

**edit** nevermind, it was ^^^

- The ability for Superadmins to see who claimed the ticket.

Thanks for the effort and this is one suite hack :)

[Polo]

I'd like my users to be able to see existing tickets ( in other words, a default setting to show previous tickets as a help index and the admins ability to hide selected tickets from public )
Yeah... I would like this too... and if possible a search feature... :) thanks for the hack ......is great....

[WhSox21]

I'm not sure about this version. This may be next release (like this weekend). I've been working my butt off adding departments and usergroup settings but still keeping no file edits! I also fixed the update error found by mfowler70. That will be released with this upcoming version. Hopefully I'll be able to release this tonight. I have the departments nearly completed and usergroup access is next on the list. It really makes it a pain when you have to phrase everything while you're working! ;)

Anyways, keep your email boxes open... you should be getting something with an update from here soon!

[Polo]

I'm not sure about this version. This may be next release (like this weekend). I've been working my butt off adding departments and usergroup settings but still keeping no file edits! I also fixed the update error found by mfowler70. That will be released with this upcoming version. Hopefully I'll be able to release this tonight. I have the departments nearly completed and usergroup access is next on the list. It really makes it a pain when you have to phrase everything while you're working! ;)

Anyways, keep your email boxes open... you should be getting something with an update from here soon!
looking forward to it :)

[mfowler70]

One other request:

An text area where you can request info to be included when someone submits a ticket.

For example, I run a game site. One of my departments will be to assist people who have been kicked or banned from one of my servers. It would be nice if there was an set of instructions where I could list things for the person to include with their help submission so I won't have to ask for it each time.

[Deaths]

When I finish my vBMA hack, I'll code an addon for this hack which does that.

If WhSox21 hasn't coded it already by then :)

[WhSox21]

Just to update everyone on the next version here is what is being added for version 1.10.

HelpDesk Settings
Master On/Off Switch - With a phrase like vBulletin's master On/Off Switch.
HelpDesk Switch Message - For the On/Off Switch.
Usergroups With Department Access - This is where you select the usergroups who have the managing department access and usergroup settings access.
Allow New Tickets - You will now be able to turn off the accepting of new tickets.
No New Ticket Message - Same as the HelpDesk Switch Message. This will give you the option to display the text you want when you're not allowing new tickets.
Automated Response - Has 3 options, None, PM, and Email. You can send a message via one of those ways to users after submitting a new ticket.

Departments
Department - The name of the department.
Display Order - The order to display the departments.
Usergroups - The usergroups who have access to the departments.

Usergroup Settings
Users will now be able to limit each usergroup based on these settings (except for guests):
Can Create Tickets
Can Edit Tickets
Can Delete Tickets
Can Close Tickets
Can Open Tickets

I am about 75% done implementing everything and it's quite possible that the next version will be released tonight. If not then at the latest this weekend. Version number is most likely to change also.

Oh, and still no file edits!

[dethfire]

Oh, and still no file edits!



You're a god!!!

[WhSox21]

You're a god!!!
I do my best! ;)

[Creed]

Wow, when you put the options for who can be in the departments, do they also have the option to view all open tickets in that department? Or just the ones they take control of?

[j_86]

Just to update everyone on the next version here is what is being added for version 1.10.

HelpDesk Settings
Master On/Off Switch - With a phrase like vBulletin's master On/Off Switch.
HelpDesk Switch Message - For the On/Off Switch.
Usergroups With Department Access - This is where you select the usergroups who have the managing department access and usergroup settings access.
Allow New Tickets - You will now be able to turn off the accepting of new tickets.
No New Ticket Message - Same as the HelpDesk Switch Message. This will give you the option to display the text you want when you're not allowing new tickets.
Automated Response - Has 3 options, None, PM, and Email. You can send a message via one of those ways to users after submitting a new ticket.

Departments
Department - The name of the department.
Display Order - The order to display the departments.
Usergroups - The usergroups who have access to the departments.

Usergroup Settings
Users will now be able to limit each usergroup based on these settings (except for guests):
Can Create Tickets
Can Edit Tickets
Can Delete Tickets
Can Close Tickets
Can Open Tickets

I am about 75% done implementing everything and it's quite possible that the next version will be released tonight. If not then at the latest this weekend. Version number is most likely to change also.

Oh, and still no file edits!

How about an "Average Response Time Overall" and also an "Average Response Time Per Department"?

A few more suggestions if they haven't been included already;

- Guest to create tickets (have to enter an email address too)
- Auto update pm/email on; user posting/reply to a ticket, staff replying to a ticket
- File attatchments

[WhSox21]

Wow, when you put the options for who can be in the departments, do they also have the option to view all open tickets in that department? Or just the ones they take control of?
They will be be able to view all open tickets in the department other than the ones that have been taken ownership of.

- Guest to create tickets (have to enter an email address too)
- Auto update pm/email on; user posting/reply to a ticket, staff replying to a ticket
- File attatchments
Guests - Has been mentioned and will be implemented in next version.
Auto - I may do that this version may wait until next version.
Attatchments - I've thought of this but haven't really done much past that. :)

I'll keep everyone updated with the progress.

[Wential]

Can't wait for the full auto Email version. Sounds like a great hack!

[rjordan]

I would love to see this new version! I may wait to install 1.3 now!

[Creed]

They will be be able to view all open tickets in the department other than the ones that have been taken ownership of.


Sounds great!

[WhSox21]

As an update... I have 2 things left to do and some bug testing... If it's not released late tonight then expect a release tomorrow. It all depends on how many bugs I find. I'll keep everyone updated... You won't be disappointed... I promise you... (other than with the lack of features that many have requested in this upgrade, it's still packed with a ton of new features though!) Many more features to come... It all takes time if you want quality... Quality over quantity right? ;)

[Creed]

Yes, working is better than tons of buggy stuff!

[clearchannel]

This is becoming one of the outstanding hacks for vBulletin. I have a few suggestions, and wonder if they are being considered for a future release.

I would like the ability for the top level admins to have access to view all support tickets, whether claimed or unclaimed, so they may evaluate the profiency of advice given to members submitting support tickets.

I would also like to archive all tickets submitted as a record for the top level admins to always have available for future review. I see once a ticket is resolved it is no longer available to view, or have I missed something?

I would prefere email notification for members who submit a support ticket, as well as to notify admins and moderators of new tickets submitted, considering not all members either chose to enable private messages, or do not have access to private messages.

Thank you in advance for your consideration.

[WhSox21]

This is becoming one of the outstanding hacks for vBulletin. I have a few suggestions, and wonder if they are being considered for a future release.
Thanks for the compliments.

I would like the ability for the top level admins to have access to view all support tickets, whether claimed or unclaimed, so they may evaluate the profiency of advice given to members submitting support tickets.
This will be for the release after today's release.

I would also like to archive all tickets submitted as a record for the top level admins to always have available for future review. I see once a ticket is resolved it is no longer available to view, or have I missed something?
This is an addon for today's release.

I would prefere email notification for members who submit a support ticket, as well as to notify admins and moderators of new tickets submitted, considering not all members either chose to enable private messages, or do not have access to private messages.
Next release...

On a side note... I am done with everything except I'm going to change one thing for a feature that will be released in next version. Other than that, I'll be releasing the next version today at some point (most likely sooner than later).

[Challenge]

Why can't i set the permissions to each usergroup. I've tried usergroups > Edit usergroup, and nothing's there!

[WhSox21]

Why can't i set the permissions to each usergroup. I've tried usergroups > Edit usergroup, and nothing's there!
Because that's not added. The guy that posted that was wrong about that feature being added... Wait until the next release at some point today! ;)

[Challenge]

Okay thanks ;)
I get a big heartbeat of nervosity every time i install a hack, so i was afraid i had to "rehack" it again :D

[ESADCG]

Would be nice to offer a drop down menu populated with pre-definable cats for ticket submitters to choose from. This would be editable by the admins.

So that they could choose, Internet, Windows, Software, etc. I am looking to use this on an intranet. Don't need it so much for vb itself.

[WhSox21]

Would be nice to offer a drop down menu populated with pre-definable cats for ticket submitters to choose from. This would be editable by the admins.

So that they could choose, Internet, Windows, Software, etc. I am looking to use this on an intranet. Don't need it so much for vb itself.
Read the past replies... This is all being releaed today shortly... I'm just working out a few bugs now and then I need to update the install script and I'll be releasing it! :)

[WhSox21]

Version 1.50 has been released. I'll list the features below in a little bit.

Please note that when using the helpdesk, you MUST create a department before it will work properly.

[WhSox21]

Oh I forgot to mention before... STILL NO FILE EDITS! :lick:

[jugo]

OH MY GOD!!!

I feel very guilty because I installed the VBMA because it had some of the features I needed in the ticket system.

But now I am kicking myself in the ass and reinstaling YOUR Hack Instead. Sorry for ever doubting you. This is by far the most USEFUL vB Ticket System to date!!!

[WhSox21]

Wow.. If you downloaded 1.50 before this post redownload... I left out one of the most important parts of the hack... If you've already installed it's just a template edit so do this:

Find:
<!-- / subject field -->

Add Under:
<!-- department -->
<tr>
<td class="smallfont" align="left">$vbphrase[department]:</td>
</tr>
<tr>
<td align="left">
<select name="departmentid">
$departmentselect
</select>
</td>
</tr>
<!-- / department -->


Sorry about that guys. If you don't want to do this you can upload the install script and just click on the link that says install templates and it will update the template for you!

[Challenge]

Hehe, was about to go mad, couldnt find out where the tickets did go :D
But now it works, thanks a lot!
Best hack ever!

[WhSox21]

A few new screen shots uploaded... I still need to do a few more but I need to write out the feature list to let everyone know how much this hack has now! ;)

[Challenge]

How do i make to that users cant see others tickets?

[WhSox21]

How do i make to that users cant see others tickets?
Not sure what you mean exactly. After setting the usergroup settings everything should be alright. Only usergroups that "Can ____ Any Ticket" will be able to see most of the tickets. Then you must set the usergroups who can edit the departments seperated by commas.

Every regular user can only see their own tickets.

[Scutter]

great hack, just what I needed.

1 little bug found, set in the Admin CP to PM confirmation, but it sends an e-mail instead.

[WhSox21]

great hack, just what I needed.

1 little bug found, set in the Admin CP to PM confirmation, but it sends an e-mail instead.
I update the zip file and the version number to 1.51. I didn't think to test when I added in the feature if users don't have PM capabilities it sends an email instead. :surprised: Anyways it was a stupid mistake and is now fixed.

v1.51 Upgrade from v1.50:
You just have to overwrite your helpdesk.php file.

[MissKalunji]

THANK YOUUUUUUUUUUUU
i been waiting so long to have it for vb 3xx
wicked works perfectly if you need a site as example

http://www.dancehallareaz.com/forum/helpdesk.php

:nervous:

[WhSox21]

THANK YOUUUUUUUUUUUU
i been waiting so long to have it for vb 3xx
wicked works perfectly if you need a site as example

http://www.dancehallareaz.com/forum/helpdesk.php

:nervous:
You must be registered for this version! ;)

[Challenge]

Found out... thanks ;)
(thought the department usergroups was the usergroups eho was able to use it... Dumb me :D)

[MissKalunji]

You must be registered for this version! ;)


im lost :nervous: :o

[WhSox21]

im lost :nervous: :o
People can't check out the helpdesk on your site because it requires registration! :lick:

[MissKalunji]

People can't check out the helpdesk on your site because it requires registration! :lick:
oh mah bad
that means
unregistered cant use it?

[WhSox21]

changing now...
You can't change that unless you edit the file. This version of the helpdesk requires registration. That's why you don't see the unregistered usergroup in the usergroup settings section! ;)

[MissKalunji]

You can't change that unless you edit the file. This version of the helpdesk requires registration. That's why you don't see the unregistered usergroup in the usergroup settings section! ;)

oh oops

* MissKalunji feels dumb :nervous:

[MissKalunji]

Not sure what you mean exactly. After setting the usergroup settings everything should be alright. Only usergroups that "Can ____ Any Ticket" will be able to see most of the tickets. Then you must set the usergroups who can edit the departments seperated by commas.

Every regular user can only see their own tickets.

so about hte departement what the usergroup for?

[WhSox21]

so about hte departement what the usergroup for?
The department usergroup gives those usergroups access to the tickets in the department. The usergroup settings is where you can limit the usergroups abilities.

[MissKalunji]

The department usergroup gives those usergroups access to the tickets in the department. The usergroup settings is where you can limit the usergroups abilities.


Thank you so much!!!!!!!!!!!!!

[T3MEDIA]

so what is new with this baby?

[ChrisBaktis]

Im getting many database errors - if I click on my tickets, or unresolved tickets, I get a database error.

Database error in vBulletin 3.0.7:

Invalid SQL: SELECT ticketid, title, postusername, dateline, lastposter, lastupdate, department FROM ticket AS ticket JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND ownerid = 0 AND dateline >= 1110062033 AND ticketdepartment.departmentid IN (3)
mysql error: You have an error in your SQL syntax near 'ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND owne' at line 1

mysql error number: 1064

Date: Saturday 05th of March 2005 05:42:39 PM
Script: http://rustysoaptraders.com/forums/helpdesk.php?do=newtickets
Referer: http://rustysoaptraders.com/forums/helpdesk.php?do=departments
Username: poongamer

I was able to setup departments.

Get a database error if I go to www.mysite.com/forums/helpdesk.php

[WhSox21]

so what is new with this baby?
Departments
Usergroup Settings
PM / Email on new ticket (to ticket creator).
Master Switch
Turn off accepting new tickets.
Can see resolved tickets.

Im getting many database errors - if I click on my tickets, or unresolved tickets, I get a database error.

I was able to setup departments.

Get a database error if I go to www.mysite.com/forums/helpdesk.php

I don't see anything wrong with that. What I would do if you don't have any tickets yet is use the install script and click the uninstall link and go through everything then go back and use the install link. This should fix everything if not let me know.

gr33tz - I got an email saying you replied with a problem. Did you fix your problem?

[ChrisBaktis]

Still getting many database errors.

Only two things work:

Setting up Departments, and New Tickets under User Control - All other links generate Database error.

[Mechanical Mind]

I have the original version 1.0.0, what do I need to do to upgrade?

(You might want to add this information to the first post)

[WhSox21]

What version MySQL are you running?

[WhSox21]

I have the original version 1.0.0, what do I need to do to upgrade?

(You might want to add this information to the first post)
I thought I said it somewhere but all you do is run the install file and overwrite the new helpdesk.php file.

[rjordan]

Just a quick note on the installer, steps 5 and 6 of new install run together. Still functions, just cosmetic.

[WhSox21]

Just a quick note on the installer, steps 5 and 6 of new install run together. Still functions, just cosmetic.
Not sure what you mean by that exactly?

[rjordan]

When you run helpdesk_install.php, it looks like this:

Step 1: Adds phrases (http://forums.arf-platoon.com/admincp/helpdesk_install.php?do=install&step=1)
Step 2: Creates new templates (http://forums.arf-platoon.com/admincp/helpdesk_install.php?do=install&step=2)
Step 3: Adds settings (http://forums.arf-platoon.com/admincp/helpdesk_install.php?do=install&step=3)
Step 4: Database Queries (http://forums.arf-platoon.com/admincp/helpdesk_install.php?do=install&step=4)
Step 5: Template Edits (http://forums.arf-platoon.com/admincp/helpdesk_install.php?do=install&step=5)Step 6: Other Actions (http://forums.arf-platoon.com/admincp/helpdesk_install.php?do=install&step=6)

Click here to begin the installation process --> (http://forums.arf-platoon.com/admincp/helpdesk_install.php?do=install&step=1)
Notice steps 5 and six run together. Again, just cosmetic.

[WhSox21]

Oh ok... I'll fix it and update it with next version.

[rjordan]

I searched through all of the posts and could not find the answer to this question (I hope I did not miss it!)...

For those of us who have 30+ user groups (Unusual, maybe, but it allows me to manage user groups easier. Really!), how to we easily find the usergroup IDs that go the groups? Maybe that would be a future feature request to have the checkbox options like you have when editing a user in AdminCP...

[WhSox21]

I searched through all of the posts and could not find the answer to this question (I hope I did not miss it!)...

For those of us who have 30+ user groups (Unusual, maybe, but it allows me to manage user groups easier. Really!), how to we easily find the usergroup IDs that go the groups? Maybe that would be a future feature request to have the checkbox options like you have when editing a user in AdminCP...
I'm not sure what exactly you're asking for?

[ChrisBaktis]

What version MySQL are you running?

3.23.56

[WhSox21]

Would it be possible for you to upgrade MySQL? If not I could probably get you a script that would work by tomorrow.

[ChrisBaktis]

Would it be possible for you to upgrade MySQL? If not I could probably get you a script that would work by tomorrow.

Unfortunatly I go through a hosting company so I would not be able to upgrade that.

[WhSox21]

Unfortunatly I go through a hosting company so I would not be able to upgrade that.
That's alright, I really don't think that's the problem anyways. I'll look into it a bit more.

[ChrisBaktis]

great - hack look great and Im looking forward to using it.

[Mechanical Mind]

What version MySQL are you running?

That's a good question. I'll find out and then update this post.

[WhSox21]

That's a good question. I'll find out and then update this post.
That wasn't directed at you. The post after it was! :lick:

[Mechanical Mind]

That wasn't directed at you. The post after you was! :lick:

Ooops. Thanks for responding. It's been a long day and my eyes are a little fuzzy. I can't wait to upgrade. This hack rocks! :smoke:

I already put in a ticket at my webhost to find out what version of mySQL I am running. Probably better that I know anyway.

[rjordan]

See attachment. Instead of entering 1,3,8 for the usergroups when adding departments, for instance, maybe change it to be like the attached screenshot...

[WhSox21]

That would require file edits and I'm trying to stay away from those. :nervous:

[rjordan]

Actually, this would be in HELPDESK.PHP is what I was thinking. I might take a wild stab at it to see if it is possible.

Great mod!

[WhSox21]

Actually that is possible, but don't expect it in this hack soon. By the way the only ones you should add to the admincp are the ones that have access to editing the department and usergroup settings. With the usergroup settings it uses the user's primary usergroup and not the ones they are members of.

[tp214]

already updated great job

[LOTR]

Nice hack :D

JUst to inquiry.. i installed it and work fine.

1. User open a ticket.
2. Admin reply to the ticket.
3. However when a user try to reply back the ticket it gives me non-permission error:

Rooney, you do not have permission to access this page. This could be due to one of several reasons:

Your user account may not have sufficient privileges to access this page. Are you trying to edit someone else's post, access administrative features or some other privileged system?
If you are trying to post, the administrator may have disabled your account, or it may be awaiting activation.

I re-check the usergroup setting, it was fine. Any idea why WhSox21?

[WhSox21]

Are you saying you created the ticket fine. Then you used another user (an admin) and posted a reply? Then the regular user who originally posted the ticket got the error that said non-permission?

[LOTR]

Yes, thats right. Ive tried several times and the results are the same though.

[WhSox21]

Nevermind my last post, I checked out the code and it's a bug. I have fixed the code and upgraded the hack this also includes a few other small fixes. This is a MUST do upgrade. All you have to do is overwrite the helpdesk.php file.

[tp214]

ok well i did before i read, so i like reinstalled/re-upgraded, but the db error hasnt effected... so i should be ok

[Slave]

Hi WhSox21 .. :)

I've now updated to 1.51 .. upgrade went smoothly ..

A few comments/suggestions/bugs ..

When looking at the list of tickets .. in the "When Logged" column could you put the date/time instead of just "Today" ..

When looking at the list of tickets .. can you show who has claimed ownership .. or not as the case might be ..

When looking at a ticket .. can you add the date/time to each post .. instead of "Today by .."

One thing I've found .. once a user creates a ticket, it seems they can't add another post? Can you change that? [Fixed in 1.52]

Whenever a user name is shown can you make it a link to the users profile page ..

Within the department page .. I take it the user groups option is for telling the system who can admin that department .. can you add another option for the user groups who can pick that department when creating a ticket ..

Again, within the department page .. can you make the usergroup option a list of tick boxes instead of putting numbers .. this would certainly aid the usability of the page ..

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

[WhSox21]

Slave - I'll take into consideration everything you said. The dates shouldn't be a problem as they are using vbulletin's date function. Usernames linked, again not a problem.

As for the departments, I think I'll be fixing this so it's a little bit easier to use. This won't happen until half way through this week. I'm going to be busy on other customer's projects. I'll be fixing bugs and small minor changes I'll be updating.

[Slave]

Cheers WhSox21 .. :)

BTW .. is the system meant to send emails/pm to admin to let them know a new ticket is there? .. I don't seem to be getting them if it is ..?

[Slave]

Seems I've found a bug ..

When you try to delete a ticket it comes up with a mysql error ..

Database error in vBulletin 3.0.3:

Invalid SQL: INSERT INTO domain_com_-_forums.ticketdeleted SELECT * FROM domain_com_-_forums.ticket WHERE ticketid = 3
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 '-_forums.ticketdeleted SELECT * FROM domain_com_-_forums.

mysql error number: 1064

Date: Sunday 06th of March 2005 06:42:38 AM
Script: http://www.domain.com/helpdesk.php?do=delete&tid=3
Referer: http://www.domain.com/helpdesk.php?do=ticket&tid=3
Username: Slave

[computer1]

Can you upload 1.5 igen is invalid link so I cant download the nev version please

[computer1]

I get this error when I try to go to helpdesk

Database error in vBulletin 3.0.7:

Invalid SQL: SELECT ticketid, title, postusername, dateline, lastposter, lastupdate, department FROM ticket AS ticket JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND postuserid = 1
mysql error: You have an error in your SQL syntax near 'ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND post' at line 1

mysql error number: 1064

where shuld I change this ??
2. Add a department. (www.yoursite.com/helpdesk.php?do=departments)
I cant find this

[LOTR]

Thanks WhSox21.. but seems the bugs is still there. I've rewrite the helpdesk.php file (1.52)

[computer1]

Shuld whe download the zip file nowe if you have put up the nw file there ??

[Creed]

BTW, to help with some speed, there are quite a few new templates that should be cached! To help out with query and server load, do this:

open helpdesk.php and find:
'helpdesk_ticket',

Add below:
'helpdesk_message',
'helpdesk_usergroupradio',
'helpdesk_usergroup',
'helpdesk_usergrouplist',
'helpdesk_usergroupsettings',
'userfield_radio_option',
'userfield_select_option',
'helpdesk_departmentlist',
'helpdesk_department',
'helpdesk_newticket',
'helpdesk_quickreply',
'helpdesk_reply',

[clearchannel]

I am receiving the following database error.

vBulletin v3.07

This is a clean install of version 1.52 I did set the departments. For testing purposes, I have only granted access to admins, moderators, and supermoderators (ID's 5,6,7)

Database error in vBulletin 3.0.7:

Invalid SQL: SELECT ticketid, title, postusername, dateline, lastposter, lastupdate, department FROM ticket AS ticket JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND ownerid = 6170 AND ticketdepartment.departmentid IN (1)
mysql error: You have an error in your SQL syntax near 'ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND owne' at line 1

mysql error number: 1064

Date: Sunday 06th of March 2005 10:09:06 AM
Script: http://www.mydomain.com/forums/helpdesk.php?do=mytickets
Referer: http://www.mydomain.com/forums/helpdesk.php?do=departments
Username: me
IP Address: xx.xx.xxx.xxx

[ChrisBaktis]

Same database error as everyone else

[MissKalunji]

funny everything works fine 4 me.... :surprised:

[Challenge]

Hi again.
A bug here: Now, after installing the hack, every time i recheave a PM i get the popup. Even though i have set PM Popup to off. (3.0.7)

Challenge.

[Challenge]

Hi again.
A bug here: Now, after installing the hack, every time i recheave a PM i get the popup. Even though i have set PM Popup to off. (3.0.7)

Challenge.
Hmm... Dosent do it anymore...Wierd :S

[WhSox21]

Hmm... Dosent do it anymore...Wierd :S
I have the query in the database to do the pop-up. I'll fix that so it is based on people's prefrences. Now I'm going to go through and try to fix these bugs everyone is having. It seems that the lower versions of MySQL is having the problems. I'll attach a file to a post below and anyone who wants to help out can.

[WhSox21]

Anyone having trouble with the database errors (not the delete error, that's next) try just uploading this helpdesk.php file and let me know if it works.

[WhSox21]

Seems I've found a bug ..

When you try to delete a ticket it comes up with a mysql error ..

Database error in vBulletin 3.0.3:

Invalid SQL: INSERT INTO domain_com_-_forums.ticketdeleted SELECT * FROM domain_com_-_forums.ticket WHERE ticketid = 3
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 '-_forums.ticketdeleted SELECT * FROM domain_com_-_forums.

mysql error number: 1064

Date: Sunday 06th of March 2005 06:42:38 AM
Script: http://www.domain.com/helpdesk.php?do=delete&tid=3
Referer: http://www.domain.com/helpdesk.php?do=ticket&tid=3
Username: Slave
Try this file to fix your delete problem. I tested it and it worked for me so let me know if it works for you.

[WhSox21]

Cheers WhSox21 .. :)

BTW .. is the system meant to send emails/pm to admin to let them know a new ticket is there? .. I don't seem to be getting them if it is ..?

Not it's not supposed to yet. Only an auto-reply when you create tickets.

[MissKalunji]

Anyone having trouble with the database errors (not the delete error, that's next) try just uploading this helpdesk.php file and let me know if it works.


where do they go to get that error ? i wanna see if i got the problem to...

[WhSox21]

Just about any administer link will give you the error. I believe it's a problem with the syntax I used, it doesn't support the older versions of MySQL. I've changed it to do exactly how vBulletin does so it should work.

[WhSox21]

Thanks WhSox21.. but seems the bugs is still there. I've rewrite the helpdesk.php file (1.52)
This will be fixed in the next version once I sort out all the other bugs.

[WhSox21]

Can you upload 1.5 igen is invalid link so I cant download the nev version please
Why do you want the older version? There is a newer version out download that as it fixes bugs.

[Bolas]

I got the same database error with a CLEAN installation of 1.52 while running helpdesk.php.
my vb version is 3.06


Invalid SQL: INSERT INTO domain_com_-_forums.ticketdeleted SELECT * FROM domain_com_-_forums.ticket WHERE ticketid = 3
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 '-_forums.ticketdeleted SELECT * FROM domain_com_-_forums.

mysql error number: 1064


MySQL 3.23.58

[WhSox21]

I got the same database error with a CLEAN installation of 1.52 while running helpdesk.php.
my vb version is 3.06


Invalid SQL: INSERT INTO domain_com_-_forums.ticketdeleted SELECT * FROM domain_com_-_forums.ticket WHERE ticketid = 3
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 '-_forums.ticketdeleted SELECT * FROM domain_com_-_forums.

mysql error number: 1064


MySQL 3.23.58
Did you try uploading this file attached to this post:
https://vborg.vbsupport.ru/showpost.php?p=621884&postcount=194

[computer1]

I get this database eror when I install everything nowe
on vb.3.0.7
Database error in vBulletin 3.0.7:

Invalid SQL: SELECT ticketid, title, postusername, dateline, lastposter, lastupdate, department FROM ticket AS ticket JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND postuserid = 1
mysql error: You have an error in your SQL syntax near 'ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND post' at line 1

mysql error number: 1064

Date: Sunday 06th of March 2005 08:49:34 PM
Script: http://forum.tanakawebb.com/helpdesk.php
Referer: http://forum.tanakawebb.com/

and where shld I change this????
Add a department. (www.yoursite.com/helpdesk.php?do=departments)

[WhSox21]

I get this database eror when I install everything nowe
on vb.3.0.7
Database error in vBulletin 3.0.7:

Invalid SQL: SELECT ticketid, title, postusername, dateline, lastposter, lastupdate, department FROM ticket AS ticket JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND postuserid = 1
mysql error: You have an error in your SQL syntax near 'ON (ticketdepartment.departmentid = ticket.departmentid) WHERE open = 1 AND post' at line 1

mysql error number: 1064

Date: Sunday 06th of March 2005 08:49:34 PM
Script: http://forum.tanakawebb.com/helpdesk.php
Referer: http://forum.tanakawebb.com/

and where shld I change this????
Add a department. (www.yoursite.com/helpdesk.php?do=departments)

Start reading the past posts. I'm trying to get someone that has this problem run the script I attached in one of the past posts. Then if it works I'll update the hack.

[MissKalunji]

Just about any administer link will give you the error. I believe it's a problem with the syntax I used, it doesn't support the older versions of MySQL. I've changed it to do exactly how vBulletin does so it should work.


administrater in helpdesk? i guess they probably updated mysql caz i dont get n e error

[Bolas]

Did you try uploading this file attached to this post:
https://vborg.vbsupport.ru/showpost.php?p=621884&postcount=194
I'm very afraid.
You're right, I didn't read your post with attachment.
I upload it and now it works fine.

A very great work, thanx, again! ;)

[WhSox21]

I'm very afraid.
You're right, I didn't read your post with attachment.
I upload it and now it works fine.

A very great work, thanx, again! ;)

Ok so delete problem is fixed... Now let's see about this other select problem.

[LOTR]

This will be fixed in the next version once I sort out all the other bugs.

Thanks, do hope you can update when this issue is fix WhSox21. Appreciate your work ;)

[WhSox21]

Thanks, do hope you can update when this issue is fix WhSox21. Appreciate your work ;)
I'm just waiting for someone to confirm if the file I attached earlier works or not?

[ChrisBaktis]

I uploaded the new helpdesk.php file and all seems good now - I tried all the links and looks like everything is ok now. Great hack!

[clearchannel]

Start reading the past posts. I'm trying to get someone that has this problem run the script I attached in one of the past posts. Then if it works I'll update the hack.

I uploaded the new helpdesk script you recently posted, I no longer get the database error.

Keep up the great work, your gonna nail this one, I have no doubt.

[WhSox21]

This script has been updated. If you recieve any database errors it is recommended that you upgrade. Upgrading is as easy as any other time all you have to do is over-write the helpdesk.php file.

Bug Fixes:
PM problem with the pop-up. It now does not automatically pop-up.
Database errors on delete.
Database errors for some people.

[H@K@N]

Hi,

Upgrade is running into a SQL Error :



Ungueltige SQL-Abfrage: 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




After removing the creation of the Phrase manually in the Install File, i am getting further errors :


Ungueltige SQL-Abfrage: INSERT INTO settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0')
mysql error: Duplicate entry 'helpdesk' for key 1



could you pls check, installation File ?


gr33tz

[LOTR]

The bugs for tickets creator has been fixed. I just tried and my users can reply without any problem.

Dont know about other bugs though. Thanks WhSox21 ;)

[WhSox21]

Hi,

Upgrade is running into a SQL Error :



Ungueltige SQL-Abfrage: 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




After removing the creation of the Phrase manually in the Install File, i am getting further errors :


Ungueltige SQL-Abfrage: INSERT INTO settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0')
mysql error: Duplicate entry 'helpdesk' for key 1



could you pls check, installation File ?


gr33tz
There's nothing wrong with it. The upgrade process is only needed to upgrade from version 1.0.x to version 1.5.x. Your HelpDesk should be running fine still even if you just did that. Just don't try to run the install anymore and you should be fine. Like in my post before yours, it says just over-write the helpdesk.php file.

[Teegtahn]

With this new version. Some of the links on the left do not appear to me. Also, when attempting to view "My Tickets" as Administrator, i get no permissions, same with "New Tickets" (this is based off of the menu addon)

Is this intentional?

[ChrisBaktis]

Is there a way to clear out all the extra PM type stuff like color selection, font size and just go with a plain box. Im sure for a ticket system this probably isnt needed and for my site I would like to make it look different then a regular PM.

[WhSox21]

With this new version. Some of the links on the left do not appear to me. Also, when attempting to view "My Tickets" as Administrator, i get no permissions, same with "New Tickets" (this is based off of the menu addon)


Is this intentional?
You need to give yourself access in the AdminCP to the Departments and Usergroup Settings. Then you need to change the usergroup settings and you should be all set.

[WhSox21]

Is there a way to clear out all the extra PM type stuff like color selection, font size and just go with a plain box. Im sure for a ticket system this probably isnt needed and for my site I would like to make it look different then a regular PM.
Not sure what you mean. Are you saying you just want a textbox where they create the ticket?

[ChrisBaktis]

Not sure what you mean. Are you saying you just want a textbox where they create the ticket?

Yes, I wouldnt need a smilies, or different colored fonts and what not. Just a simple text box would be great. This way it looks nothing like sending a PM.

[WhSox21]

Yes, I wouldnt need a smilies, or different colored fonts and what not. Just a simple text box would be great. This way it looks nothing like sending a PM.
This may only require a template edit. I'll see if it works and if it does I'll post the edit in the addons section and provide you with a link. It may be a little bit before I get to it... Long night ahead of me.

[ChrisBaktis]

Actually keeping the Add A Link could be good. But all other stuff I would like to get rid of.

[Teegtahn]

You need to give yourself access in the AdminCP to the Departments and Usergroup Settings. Then you need to change the usergroup settings and you should be all set.

Got It. Can I recommend that you add somewhere that "Usergroups" in "Departments" are seperated by commas, and are for viewing that paticular department.

[WhSox21]

Yea, next version I'm going to make everything a little bit easier to manage. I understand it's rather difficult to understand everything right now.

[Teegtahn]

Yea, next version I'm going to make everything a little bit easier to manage. I understand it's rather difficult to understand everything right now.

I understand the development process involved. Just make sure it stays free for us poor people. This is going to be a kickass addition, and the vB devs would be insane NOT to include this with an offical release further down the line.

[WhSox21]

I understand the development process involved. Just make sure it stays free for us poor people. This is going to be a kickass addition, and the vB devs would be insane NOT to include this with an offical release further down the line.
I understand the free addition of this and to be honest I thought about moving it to a paid hack but decided against that for multiple reasons which I won't waste time listing. To be honest, this would be a great addition to vbulletin. For the developers it would be very easy to add. Everything I've done they could change to easily implement into vbulletin. With that said, you could use this rather than the email system and it would work way better. Reporting posts (which is also planned soon) would make life so much easier. With all that said, it would most likely increase sales from people such as hosting companies who could benefit from both a ticket system and a forum. I just think it would be a great addition to the software (maybe a little biased? :rolleyes: )! ;)

[computer1]

I have download this page nowe
https://vborg.vbsupport.ru/attachment.php?attachmentid=24527

and nowe its work very nice but howe can I se when ticket has wrigt?.
Can I setup pm or mail so they can se when some one has response for the ticket ??

[WhSox21]

I have download this page nowe
https://vborg.vbsupport.ru/attachment.php?attachmentid=24527

and nowe its work very nice but howe can I se when ticket has wrigt?.
Can I setup pm or mail so they can se when some one has response for the ticket ??
No, not yet. This is planned for the next release, but I can't give a guarentee when that release will be out as I have a busy week ahead of me. The hack has been updated to version 1.53 which fixes a few bugs. If I were you I would click the install button https://vborg.vbsupport.ru/ (https://vborg.vbsupport.ru/vborg_miscactions.php?do=installhack&threadid=77155) so you get the updates when they are sent out. This will help you with a few of your problems.

[computer1]

Thanks for that but howe can I do so unregistered user can send ticket ??

[WhSox21]

Thanks for that but howe can I do so unregistered user can send ticket ??
You can't yet. Again as stated in previous posts it will be in a future release. That is why you can't change the Unregistered usergroup and it's missing. :lick:

[JayJay]

The upgrade script doesn't like upgrading at all. It's telling me that I have a duplicate entry... As below:

Invalid SQL: INSERT INTO phrase (phraseid, languageid, varname, text, phrasetypeid) VALUES (NULL, '0', 'settinggroup_helpdesk', 'Help Desk', '5000')
mysql error: Duplicate entry 'settinggroup_helpdesk-0-5000' for key 2

mysql error number: 1062

Date: Monday 07th of March 2005 01:53:23 AM
Script: http://www.***.com/forum/admincp/helpdesk_install.php?do=upgrade&step=3

[WhSox21]

The upgrade script doesn't like upgrading at all. It's telling me that I have a duplicate entry... As below:

Invalid SQL: INSERT INTO phrase (phraseid, languageid, varname, text, phrasetypeid) VALUES (NULL, '0', 'settinggroup_helpdesk', 'Help Desk', '5000')
mysql error: Duplicate entry 'settinggroup_helpdesk-0-5000' for key 2

mysql error number: 1062

Date: Monday 07th of March 2005 01:53:23 AM
Script: http://www.***.com/forum/admincp/helpdesk_install.php?do=upgrade&step=3
There's nothing wrong with it. The upgrade process is only needed to upgrade from version 1.0.x to version 1.5.x. Your HelpDesk should be running fine still even if you just did that. Just don't try to run the install anymore and you should be fine. Like in my post before yours, it says just over-write the helpdesk.php file.
https://vborg.vbsupport.ru/showpost.php?p=622031&postcount=215

[JayJay]

Ah thankyou. I really should have read that before jumping the gun in posting. Very good addition, thanks a lot.

[WhSox21]

Ah thankyou. I really should have read that before jumping the gun in posting. Very good addition, thanks a lot.
No problem. I really need to make an FAQ section in my initial release post to answer questions like that. :o

[JayJay]

Just throw it in the Install readme, or you could create an individual Upgrade Readme with it in. Afterall, that's where people tend to look first (or at least where they should look!), or where they look when they occur problems.

[Slave]

Try this file to fix your delete problem. I tested it and it worked for me so let me know if it works for you.
Works fine now .. thanks! .. :)

[ESADCG]

Just upgraded. Went well, no issues.
One question though. When adding departments, the usergroup setting. . .
I guess that is for assigning departments to a specific usergroup?
For now I have set them to group 2, for registered members.

Does this sound right?

Also, a couple wishes.

1) When first submitting a ticket, and it appears in the list. The link beside the ticket says (Edit Reply) shouldn't it say "Edit Ticket" and then for replys it would say "Edit Reply".
2) Would be nice in the ticket list if bbcode, and html settings for users names were displayed. :)

[shadiguy1]

no usergriups in departments is whom you want ot have access to see the help ticets that your members have posted.

[LEAD_WEIGHT]

Upload helpdesk.php to the forum root.

Upload admincp/helpdesk_install.php to the admin control panel directory.

Run the helpdesk_install.php file in the admin control panel directory.

If you've had this helpdesk installed before choose upgrade, otherwise choose install.

Make sure you edit the settings here:
AdminCP -> vBulletin Options -> Help Desk

Then make sure you create a department here:
helpdesk.php?do=departments

1. I uploaded the helpdesk.php to my forum root.
2. I upload admincp/helpdesk_install.php to the admin control panel directory.
-> /public_html/forums/admincp/helpdesk_install.php/
3. I ran the helpdesk_install.php file in the admin control panel directory.
4. click enter on each step
5. deleted helpdesk.php from file manager
6. ?? Then make sure you create a department here:
helpdesk.php?do=departments what or how I do this cause I do not see the button for file manager. :disappointed:

[computer1]

when you go to your board lok after helpdesk text puch that buttom
then lock to your left said under help desk alternativ that you can se
departments and user group setings puch departments and their you can tapy in that.

[WhSox21]

Upload helpdesk.php to the forum root.

Upload admincp/helpdesk_install.php to the admin control panel directory.

Run the helpdesk_install.php file in the admin control panel directory.

If you've had this helpdesk installed before choose upgrade, otherwise choose install.

Make sure you edit the settings here:
AdminCP -> vBulletin Options -> Help Desk

Then make sure you create a department here:
helpdesk.php?do=departments

1. I uploaded the helpdesk.php to my forum root.
2. I upload admincp/helpdesk_install.php to the admin control panel directory.
-> /public_html/forums/admincp/helpdesk_install.php/
3. I ran the helpdesk_install.php file in the admin control panel directory.
4. click enter on each step
5. deleted helpdesk.php from file manager
6. ?? Then make sure you create a department here:
helpdesk.php?do=departments what or how I do this cause I do not see the button for file manager. :disappointed:
Hopefully you really deleted install_helpdesk.php and not helpdesk.php. In my next post I'll explain how to give usergroups access to the department settings. Thanks for the help trying to help other people guys! ;)

[WhSox21]

First off what exactly is this for? This option is to give certain usergroups the ability to manage the departments and usergroup settings. Once a usergroup is given access then there will be two links on the left hand side once you access helpdesk.php. Here is how you go about doing this:

After you installation, you will head to your AdminCP directory.
Goto vBulletin Options and find HelpDesk at the very bottom and edit its settings.
Once you've done this click you will see a title that says: "Usergroups With Department Access and Usergroup Settings". Enter in the usergroup ids which you want to give access to managing the departments and usergroup settings. Separated by commas!

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".

Now we're done with that part!

[WhSox21]

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

Moderators:
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 - Yes
Can Unclaim Ownership of Tickets - Yes
Can Edit Any Ticket - No
Can Delete Any Ticket - Yes
Can Resolve Any Ticket - Yes

Administrators:
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 - Yes
Can Unclaim Ownership of Tickets - Yes
Can Edit Any Ticket - Yes
Can Delete Any Ticket - Yes
Can Resolve Any Ticket - Yes
Can Unresolve Any Ticket - Yes

You can set this to how you desire but they will need to be set for each usergroup. After the installation every usergroup will be set to 'No' for every option.

Unregistered Users - You cannot yet allow unregistered users to create tickets. This will be released in a future version!

[WhSox21]

Departments, what is this section for? Well this is where you will create and manage your departments. The usergroup setting in this area is for usergroups who have access to manage the departments not the usergroups who can create tickets for that department. These usergroups should once again be seperated by commas. The display order is for just that. Which order you would like the departments to be displayed when they are in the drop down menu. That's basically all you need to know for this section.

[LEAD_WEIGHT]

Would u like to see my forum and see what I did wrong cause I still can not figure it out I do have the Helpdesk in vb. options but I do not see how to set it up pass the edit

Usergroups With Department Access and Usergroup Settings
Which usergroups would you like to give access to managing the departments and usergroup settings? (Seperated by commas. Example: 5,6,7)

I set it up as 1,2,5,6,7

I do not see or really know where to find that list u provided I give u access and then u may tell me if is installed properly.
http://www.theundergroundsource.com...incp/index.php?

pm me

[WhSox21]

I sent you a reply earlier saying you need to install the tables. You have still yet to run the install file. Read the text file provided with the zip file.

[yoyoyoyo]

excellent work! thanks for sharing!

[LEAD_WEIGHT]

I sent you a reply earlier saying you need to install the tables. You have still yet to run the install file. Read the text file provided with the zip file.

It wounld not let me install step 3 it keeps on bypassing it I uninstalled it but I get error in step 3 that as well so I do not know what to do other than use my back up and start from their. :o

[WhSox21]

It wounld not let me install step 3 it keeps on bypassing it I uninstalled it but I get error in step 3 that as well so I do not know what to do other than use my back up and start from their. :o
What's it say when it keeps bypassing step 3? All of the steps are required and you should have no problems unintsalling / reinstalling. If you get an error uninstalling then that means you're good to go by installing. If you the get an error installing uninstall again and reinstall. It will eventually run smoothly.

[LEAD_WEIGHT]

WhSox21
this what i see do I click on 1 then it goes to 2 and it suppose to go to 3 but it skips and goes to 4 then 5,6 or do I just click on
"Click here to begin the installation process -->"
Preview
http://img45.exs.cx/my.php?loc=img45&image=test0pv.png

[WhSox21]

You do exactly what that says:
"Click here to begin the installation process -->"

That will begin the installation process for you. I've checked the code and it's all correct for the installation and I've yet to have anyone else have this problem?