HelpDesk v1.63

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
Usergroup Settings
Managing Departments

Installed?
Please click install if you install so you get notifications of all the latest bug fixes and feature addons.


Bug Fixes / Feature Additions:
v1.00 - Initial Release
v1.01 - Added template caching for a slight performance increase. Thanks to: princeton
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?

[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:

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!

[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]

Originally Posted by 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.

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.

[WhSox21]

Originally Posted by LEAD_WEIGHT

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.

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?