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?

[paulfletcher]

I'm not able to access the departments, even though I'm admin... Possibly I don't have the latest version you created?

Thanks,
Paul

[gcphost]

Only thing thats broke is Usergroup Settings > Managed > the saved settings do not display correctly, you will need to re-select each item when you make changes, the settings ARE SAVED properly.

Departments > Usergroups:
This is the ID # of the group whom you want to manage the tickets, you must have this assigned for it to work properly and you also must have 'admininister access' to view the usergroup and overall ticket settings, not the way it should be but the only way I could get it for now (cause it works fine that way for me).

If you want to add additional user groups to have access you can modify the helpdesk wrapper template looking for:

<if condition="is_array($administeraccess)">

Then hard-coding your group ids, dunno if this works but something like:

<if condition="is_array($administeraccess) || $_REQUEST[usergroupid] == 'GROUPID'">

That might work to hard-code the groups, I didnt want to mess with redoing to much of his original code so I just hacked it up for admins only.


IT WORKS ON 3.5.4 BUT DOES NOT 'SUPPORT' IT
I hacked it up to get it loaded on 3.5.4, wasnt to much to it but its not 100% perfect so hopefully something official will be made soon, this thing is cool as ice.

[paulfletcher]

I do not see the two extra options that are supposed to appear to the left... Any thoughts?

[gcphost]

What options are those?

[paulfletcher]

I'm unable to access the usergroup settings where I can update who can do what. I'm logged in as Admin, although I don't see usergroup settings, so I can enable who can submit tickets.

Thanks,
Paul

[paulfletcher]

I do not see the Help Desk catigory, or the Administer options. Only the user controls area.

[gcphost]

Try going to them directly:
helpdesk.php?do=usergroup
helpdesk.php?do=departments

[paulfletcher]

It says I do no have enough permissions to access either of these pages... My admin group is group 6, and I'm the only admin logged in.

Thanks,
Paul

[gcphost]

Ok, the fastest solution to this is to edit:

helpdesk.php

Search for:
print_no_permission();

Replace with:
// print_no_permission();

Do that to the entire document, save it, upload it then set your permissions in user group settings for your admin group to have "yes" to everything, set your departments then undo your changes to the file, removing the // and re-uploading it.

This should get you up and going, I added my admins before I locked everyone else out with the perms.

good luck

[paulfletcher]

Ah, thank you... Thats now working... Is it possible to remove the "Departments" thing from the New Ticket screen? If there can't be anything there, may as well remove it right?

Thanks,
Paul