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vb.org Archive (https://vborg.vbsupport.ru/index.php)
-   vBulletin 3.0 Full Releases (https://vborg.vbsupport.ru/forumdisplay.php?f=33)
-   -   HelpDesk v1.63 (https://vborg.vbsupport.ru/showthread.php?t=77155)

freebase69 05-13-2005 05:19 AM
/installed with no issues.

Love it.

Thanks

deta 05-13-2005 05:30 AM
Quote:
Originally Posted by WhSox21
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 05-13-2005 10:01 AM
Quote:
Originally Posted by deta
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 05-13-2005 10:11 AM
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 05-14-2005 06:35 PM
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:
PHP Code:
    $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:
PHP Code:
    $updatequery = $DB_site->query("SELECT DISTINCT userid, username, pmpopup FROM " . TABLE_PREFIX . "user AS user WHERE (".$condition." OR userid = $ticketusergroups[postuserid])"); 
Find:
PHP Code:
    while ($userinfo = $DB_site->fetch_array($updatequery))
    {
        sendprivatemessage ($userinfo, 'The following ticket has been updated:
[URL]'.$vboptions[bburl].'/helpdesk.php?do=ticket&tid='.$_REQUEST['tid'] . '[/URL]', 'HelpDesk Ticket Update');
    } 
Replace With:
PHP Code:
    while ($userinfo = $DB_site->fetch_array($updatequery))
    {
        if ($bbuserinfo[userid] != $userinfo[userid]){
            sendprivatemessage ($userinfo, 'The following ticket has been updated:
[URL]'.$vboptions[bburl].'/helpdesk.php?do=ticket&tid='.$_REQUEST['tid'] . '[/URL]', '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 05-16-2005 09:06 PM
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 05-16-2005 09:16 PM
Quote:
Originally Posted by Julieh
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 05-17-2005 11:31 AM
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 05-18-2005 03:12 PM
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 05-18-2005 03:34 PM
You must use the drop down and click claim ownership. Once you do that it's in your ownership. :)

WhSox21 05-18-2005 03:36 PM
Quote:
Originally Posted by 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.
That would be rather easy. All it would be is a template modification.

rokkyu 05-18-2005 04:07 PM
Quote:
Originally Posted by WhSox21
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 05-18-2005 04:09 PM
Come to think of it I dont see close ticket either.

rokkyu 05-19-2005 06:26 PM
Anyone have any ideas? I installed everything properly. :)

WhSox21 05-19-2005 06:30 PM
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 05-19-2005 06:57 PM
rokkyu, are you on a Mac? There might be a problem with the drop down with at least one browser on the Mac.

rokkyu 05-19-2005 09:43 PM
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 05-19-2005 09:46 PM
There's your problem then. Sounds like you didn't do this:
Giving Access to the Departments and Usergroup Settings

rokkyu 05-19-2005 10:33 PM
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 05-21-2005 09:07 AM
Really nice.

Stachel

Stachel 05-21-2005 11:54 AM
I'd like to change the automated email / pm message

From: The following ticket has been updated

To: The following question has been updated

However:
Languages & Phrases --> Search in Phrases --> Phrase Text and Phrase Variable Name

for: following ticket

results in: No Phrases Matched Your Query

How could this be??

I see that phrase in an automated PM that my test account received.

Where do I change it?

MissKalunji 05-22-2005 09:38 AM
i dont know if this was asked before but will this work with 3.5.0?
Thx

rjordan 05-22-2005 10:34 AM
Quote:
Originally Posted by MissKalunji
i dont know if this was asked before but will this work with 3.5.0?
Thx
I do not think this question can be honestly answered (for any modification) until 3.5 has been released in some form.

Stachel 05-22-2005 10:53 AM
Could someone with this hack installed please

Search in Phrases

for: "following ticket"

and tell me if they find it?

Any guesses how I'd change that to "following question" ?

Stachel

MissKalunji 05-22-2005 02:08 PM
Quote:
Originally Posted by rjordan
I do not think this question can be honestly answered (for any modification) until 3.5 has been released in some form.

okay sorry :o

TheMusicMan 06-07-2005 10:03 PM
How do I change the contained URL in the new reply PM Notification to open in _self rather than in _blank...?

Thanks....

Stachel 06-08-2005 02:04 AM
Just searched this thread for faq.php

Looking to see if anyone has integrated the vBulletin FAQ Manager with this excellent Help Desk

If I get the courage, I'm going to try to mod this hack so that the display looks like this as in the graphic.

Goal: Encourage the user to read the FAQ before creating a Help Desk Ticket

(I already changed "ticket" to "Question" because that is what it is, and ticket sounds more jargon-ish to me.)

https://vborg.vbsupport.ru/

Stachel

MissKalunji 06-08-2005 02:08 AM
Quote:
Originally Posted by Stachel
Just searched this thread for faq.php

Looking to see if anyone has integrated the vBulletin FAQ Manager with this excellent Help Desk

If I get the courage, I'm going to try to mod this hack so that the display looks like this as in the graphic.

Goal: Encourage the user to read the FAQ before the create a Help Desk Ticket

(I already changed "ticket" to "Question" because that is what it is, and ticket sounds more jargon-ish to me.)

http://www.badlandsforums.com/fs/helpdesk.png

Stachel
that would be great!!

WhSox21 06-08-2005 02:20 AM
I'm planning on developing this hack into a plugin as soon as vB3.5 is released. What do you guys think of making it more like vBulletin's bug reporting system.

Although this hack will no longer be supported on vBulletin.org it will be supported on vBulletinplugins.com once I release it.

I'll be looking for more feedback in the coming (couple) week(s). Keep in mind this hack will stay free although it may change a little.

Stachel 06-09-2005 03:09 AM
WhSox21,

In order to force users to see the FAQ first before entering a trouble-ticket, I decided to simply try to display it above (on top of) the helpdesk screen.

I was able to get the FAQ button to appear by adding this to template HELPDESK_SHELL below $navbar


.
.
.
$header
$navbar
<!-- faq.php button addition -->
<table cellpadding="0" cellspacing="0" border="0" width="100%" align="center">
<tr valign="top">
<td align="left" valign="top" width="67" height="31"><a href="faq.php?$session[sessionurl]"><img src="$stylevar[imgdir_misc]/hdr_nav_faq.gif" width="67" height="31" border="0" alt="" /></a></td>
</tr>
</table>
<!-- end faq.php button addition -->
<!-- table to support left column nav -->
.
.
.etc...



However, that succeed in just getting the button to appear.

What I'd really really really like is:
the content that appears when I click the FAQ button to be on top of the helpdesk content
when someone goes to helpdesk.php

Solution tried:

In template HELPDESK_SHELL, added below $navbar


.
.
.
$header
$navbar
<!-- FAQ template guts addition -->

contents of FAQ template
(excluding the $navbar and above or $footer and below because it's already in this HELPDESK_SHELL template)

<!-- end FAQ template guts addition -->
<!-- table to support left column nav -->
.
.
.


but that didn't work. It just gave me a mucked up search box and no FAQ. :disappointed:

How could that not work !?!

Any ideas for what to try?

Stachel

MissKalunji 06-09-2005 03:20 AM
Quote:
Originally Posted by WhSox21
I'm planning on developing this hack into a plugin as soon as vB3.5 is released. What do you guys think of making it more like vBulletin's bug reporting system.

Although this hack will no longer be supported on vBulletin.org it will be supported on vBulletinplugins.com once I release it.

I'll be looking for more feedback in the coming (couple) week(s). Keep in mind this hack will stay free although it may change a little.
vbplugins!?!?!

i cant wait!!

Stachel 06-09-2005 03:44 AM
In pictures,


From doing:

In template HELPDESK_SHELL, added below $navbar


.
.
.
$header
$navbar
<!-- FAQ template guts addition -->

inserted here all contents of FAQ template
(except the $navbar and above or $footer and below because it's already in this HELPDESK_SHELL template)

<!-- end FAQ template guts addition -->
<!-- table to support left column nav -->
.
.
.


Any ideas for how to get to the goal of the contents of FAQ.PHP always being on top?
Stachel

WhSox21 06-09-2005 08:13 AM
First off. You will need to add the FAQ phrases to the phrasegroups array by adding this to the end of the array:
, 'fronthelp'

So it should look like this:
$phrasegroups = array('posting', 'search', 'fronthelp');

That will at least get you the phrases on that page.

That will probably only add the search fields. You will then have to include the required php file in the helpdesk along with the php code to pull the FAQ info out of the database. If you're not sure how exactly to do it I can help you out tomorrow. Just let me know if you don't fully understand what you're doing.

psico 06-09-2005 07:32 PM
I?m testing the helpdesk and I?ve created a ticket and then tried to replied but it showed me this error:
Quote:

Database error in vBulletin 3.0.7:

Invalid SQL: SELECT DISTINCT userid, username, pmpopup FROM user AS user WHERE ( FIND_IN_SET(, membergroupids) OR usergroupid = OR userid = 64) AND userid != 64
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 = OR userid = 64) AND userid !=

mysql error number: 1064

Date: Thursday 09th of June 2005 05:16:53 PM
Script: http://www.psicofxp.com/forums/helpdesk.php
Referer: http://www.psicofxp.com/forums/helpd...cket&amp;tid=1
Username: Psico
The problem seems to be that the variable $tug in line 422 of helpdesk.php is empty...

Anyone can help me with this?

Tnx in advance.

Psico.

WhSox21 06-09-2005 07:35 PM
Did you create your department and did you set usergroups to have access to the departments?

Stachel 06-09-2005 07:45 PM
Quote:
Originally Posted by WhSox21
First off. You will need to add the FAQ phrases to the phrasegroups array by adding this to the end of the array:
, 'fronthelp'

So it should look like this:
$phrasegroups = array('posting', 'search', 'fronthelp');

That will at least get you the phrases on that page.

That will probably only add the search fields. You will then have to include the required php file in the helpdesk along with the php code to pull the FAQ info out of the database. If you're not sure how exactly to do it I can help you out tomorrow. Just let me know if you don't fully understand what you're doing.
Ohhhhhhhhhhh - I was thinking because the template headers and footers are almost identical, it should work!!

But the other difference is what includes and things that the PHP files calling the template has already declared, right? **click**

because faq.php calls the FAQ template
and
helpdesk.php calls the helpdesk template

Aha !!!

So if I just put all the includes and instantiations from FAQ.php into HELPDESK.php, it shoudl work right? :squareeyed:

I'll try that when I get home from work tonight.

Thanks !!

Stachel

smdani 06-10-2005 07:11 AM
WhSox21,
it's an icredible hack. Maybe it is what I was looking for a long time ago!
I will wait for vB 3.5 PluGIN for installing it!
Thanks a lot for your great support!

TheMusicMan 06-10-2005 09:58 AM
WHSox21

Did you see my last request which has now dissapeard onto the previous page...? Simply asking for how to open the Ticket URL sent in PM in the same browser window instead of new browser window.

Thanks....

Stachel 06-11-2005 06:29 AM
Quote:
Originally Posted by WhSox21
If you're not sure how exactly to do it I can help you out tomorrow. Just let me know if you don't fully understand what you're doing.
Affirmative.

Have tried to make the result of clicking the FAQ button appear above the HelpDesk for 2 nights now.

Still am only seeing the results shown in the lame attempt picture above.

I copied just about everything that seemed relevant from

faq.php --> helpdesk.php
and
FAQ template --> HelpDesk Shell template

Stachel

quachvu 06-16-2005 09:02 AM
WhSox21 : how can i fix the code so i can use BBCODE in help desk? thanks


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