The Arcive of Official vBulletin Modifications Site.

HelpDesk v1.63 · **Released**: 02-26-2005

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?

red_baron2000 · #**312** 03-15-2005, 12:24 PM

i made a litle mod that will allow given department mods to recieve pms about new tickets that submitted to their dep.

note
this mod will add a few queries .

run this query to add option to the CP:

Code:

INSERT INTO setting (varname, grouptitle, value, defaultvalue, optioncode, displayorder, advanced, volatile) VALUES ('helpdesk_pm_notify', 'helpdesk', '1', '0', '<select name=\\\"setting[$setting[varname]]\\\" tabindex=\\\"1\\\" class=\\\"bginput\\\">
<option value=\\\"0\\\" \" . iif($setting[\'value\']==0,\'selected=\"selected\"\') . \">$vbphrase[none]</option>
<option value=\\\"1\\\" \" . iif($setting[\'value\']==1,\'selected=\"selected\"\') . \">$vbphrase[private_message]</option>
<option value=\\\"2\\\" \" . iif($setting[\'value\']==2,\'selected=\"selected\"\') . \">$vbphrase[email]</option>
</select>'
,'51', '0', '0')

open helpdesk.php
find

Code:

	// lets send an email instead
$vboptions['helpdesk_auto_repsonse'] = 2;
}
}

add below it

Code:

if ($vboptions['helpdesk_pm_notify'] == 1)
{		 // send PM to department group
	 if ($bbuserinfo['permissions']['pmquota'] != 0)
{
$toemail = $bbuserinfo['email'];
		 eval(fetch_email_phrases('helpdesk_auto_pm', iif(isset($newpost_lang["$toemail"]),		 $newpost_lang["$toemail"], 0)));
	 sendprivatemessage_group($vboptions['helpdesk_department_access'], $message, $subject);
}
}

find

Code:

$DB_site->shutdown_query("UPDATE ".TABLE_PREFIX."user SET pmtotal = pmtotal + 1, pmunread = pmunread + 1, pmpopup = " . $userinfo['pmpopup'] . " WHERE userid = '" . $userinfo['userid'] . "'");
}

add below it

Code:

function sendprivatemessage_group ($group_ids, $message, $subject)
{
global $DB_site;
$groups_ids = split(',', $group_ids);
foreach($groups_ids as $group_id)
	{
	 $users_ret= $DB_site->query("SELECT username,userid,pmpopup FROM " . TABLE_PREFIX . "user where usergroupid='$group_id'");
while($users_arr=mysql_fetch_array($users_ret))
	 sendprivatemessage ($users_arr, $message, $subject); //send pm to each user in the give group_id
	}
}

find

Code:

function sendprivatemessage_group ($group_ids, $message, $subject)
{
global $DB_site;
$groups_ids = split(',', $group_ids);
foreach($groups_ids as $group_id)
	{
	 $users_ret= $DB_site->query("SELECT username,userid,pmpopup FROM " . TABLE_PREFIX . "user where usergroupid='$group_id'");
while($users_arr=mysql_fetch_array($users_ret))
	 sendprivatemessage ($users_arr, $message, $subject); //send pm to each user in the give group_id
	}
}

add below it

Code:

	$bbuserinfo[m_subj]=addslashes(htmlspecialchars_uni($_REQUEST['title']));
	$bbuserinfo[messa]=addslashes($message);
	$bbuserinfo[tick_id]=$ticketid;

also create attached phrases .

enjoy

WhSox21 · #**313** 03-15-2005, 06:34 PM

Live Demo has been updated.

red_baron2000 - I'll install this and see how she works. If it works good and if there is no way for me to optimize the code (which there might be) I'll release an update tomorrow.

Bloodlust · #**314** 03-15-2005, 09:17 PM

Wow that looks really good. Great work. Could be useful for me in the future.

HC. · #**315** 03-16-2005, 11:55 PM

ok,
coming in late on this hack
could some one tell me which one to install and what to edit
step by step please
thanks
hc

WhSox21 · #**316** 03-16-2005, 11:58 PM

Obviously you're goign to want to download the latest version. I'll remove the old one. I left it up there for people before. Like stated in the first post there are no file edits! The installation can be found in the zip file.

mfowler70 · #**317** 03-17-2005, 02:14 PM

I need to upgrade, but want to wait until the moderator notification from the last page is incorporated into the mod. Any idea when (if) that will be ready? Also, are there any other additions planned for the next rollout?

Awesome, awesome work.

TopeeGuy · #**318** 03-17-2005, 05:37 PM

Is it possible for the person who submitted the original ticket to receive an email when his or ticket receives a reply from a mod/admin?

Reef · #**319** 03-22-2005, 12:59 PM

Very nice addon WhSox21 but, I have a permissions problem I can't get sorted out... All members can see the Administer Block and view tickets other than their own.. Also Tickets that I have claimed ownership of are never listed in "My Tickets"

example:
My Registered Users Group permissions are set to only;

Can Create Tickets = Yes
Can Resolve Tickets = Yes
All others = No

Registered users can still view every ticket... Any Ideas??

Blackbeard · #**320** 03-22-2005, 04:09 PM

Quote:

Originally Posted by Blackbeard
Is it possible to set it so registered users can reply to anyones helpdesk post but dont have access to the settings section.

In the add depatments area i have put there usergroup in , they can post but not reply to other members post, just we have alot of helpful members and we want to use this as a general helpdesk aswell as a bug reporting center.

Quote:

Originally Posted by WhSox21
It would take a little bit of editing of the actual code to accomplish this. If you really wanted to do that you could modify the helpdesk.php file and remove the part of the queries where it checks for the userid. Depending on how tomorrow goes I'll see if I can help you out and post a file for you to use. I'll try to release this as a release too.

I really need to start a list of feature requests. I'll try to get something organized here shortly. This week is pretty hectic for me so once I do get something I'll let everyone know.

Quote:

Originally Posted by Blackbeard
I know you not had much sleep but have you had any time to look into this m8 - Sorry for pushing my luck, but its such a great idea and hack want to use it to its full potential on my forum.

Quote:

Originally Posted by WhSox21
I'll be able to help after tomorrow...

On another note... We made HotM for March!

I'd really appreciate the votes! That is if you absolutely love this hack!

Vote Here!

Have you had any luck on this topic m8, sorry to keep asking, bet u wish i would go away.

cheers for all the hard work

WhSox21 · #**321** 03-23-2005, 04:26 AM

Quote:

Originally Posted by Reef

Very nice addon WhSox21 but, I have a permissions problem I can't get sorted out... All members can see the Administer Block and view tickets other than their own.. Also Tickets that I have claimed ownership of are never listed in "My Tickets"

example:
My Registered Users Group permissions are set to only;

Can Create Tickets = Yes
Can Resolve Tickets = Yes
All others = No

Registered users can still view every ticket... Any Ideas??

Are you using the latest version?

In your AdminCP then to vBulletin Options then HelpDesk...
Usergroups With Department Access - make sure this list (seperated by commas) only gives the usergroups you want to have access to those areas.

X vBulletin 3.8.12 by vBS Debug Information
Page Generation 0.04880 seconds Memory Usage 2,330KB Queries Executed 27 (?)
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