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:

1. After you installation, you will head to your AdminCP directory.
2. Goto vBulletin Options and find HelpDesk at the very bottom and edit its settings.
3. 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!

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!

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.

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

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.

excellent work! thanks for sharing!

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.

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

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?

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

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

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

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

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

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

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

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

:o :o :o

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

This is the link and it been in front of me all day :o
U will be getting some $$ in paypal

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

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

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

I'm using vB3.0.7

Thanks!

WHSox21,

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

On line 824 of the install script:

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

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

:o Updated the zip and version number.

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

Seems to work great now :)

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


Thank You!

When installing it via the helpdesk_install.php file you should have had a step that was template modifications. You need to add that to the navbar. I think that's what you're looking for.

WhSox21,

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

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

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

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

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

Best wishes!!! don't rush, take your time :), I'll rather have a working hack than an buggy one :D

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

Lot of updates. nice action.

Hi WhSox21

Great mod... thanks for this.

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

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

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

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

Ta

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

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

Hey there WhSox21

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

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

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

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

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

Does that make sense...?

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

Thanks again for the feedback and the great comments. I really do appreciate it. It's comments like that, that make us coders enjoy what we do.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

[QUOTE=WhSox21][QUOTE=TheMusicMan]What I was trying to pointoutwas:what if a forum member belongs to many vB UG's, andseveraloftheseUG's have different permissions in the Ticket System -whichUGwillhave prescedence wqhen assigning Ticket permissions??
So this example just uses logical OR to determine the permissions yeah?

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

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

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

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

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

th@nks and gr33tz

I get this error when trying to delete a ticket.

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

mysql error number: 1146

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

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

I get this error.

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

mysql error number: 1062

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

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

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

What browser? Would you be willing to give me access to check this problem out?