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?

[computer1]

I must uninstall everything about this howe can I remove all in the database ??

[mfowler70]

Installed and lovin it. One problem though.

When more than one ticket is present, and an admin replies to one of them, all of the tickets show as being updated by that same admin regardless of whether or not he replied to them.

Also, two request for additional functionality:

- A more specific time of update rather than just "Today" (unless that is tied to my ACP setting for post time format).

**edit** nevermind, it was ^^^

- The ability for Superadmins to see who claimed the ticket.

Thanks for the effort and this is one suite hack

[Polo]

Originally Posted by Deviant++

I'd like my users to be able to see existing tickets ( in other words, a default setting to show previous tickets as a help index and the admins ability to hide selected tickets from public )

Yeah... I would like this too... and if possible a search feature... thanks for the hack ......is great....

[WhSox21]

I'm not sure about this version. This may be next release (like this weekend). I've been working my butt off adding departments and usergroup settings but still keeping no file edits! I also fixed the update error found by mfowler70. That will be released with this upcoming version. Hopefully I'll be able to release this tonight. I have the departments nearly completed and usergroup access is next on the list. It really makes it a pain when you have to phrase everything while you're working!

Anyways, keep your email boxes open... you should be getting something with an update from here soon!

[Polo]

Originally Posted by WhSox21

I'm not sure about this version. This may be next release (like this weekend). I've been working my butt off adding departments and usergroup settings but still keeping no file edits! I also fixed the update error found by mfowler70. That will be released with this upcoming version. Hopefully I'll be able to release this tonight. I have the departments nearly completed and usergroup access is next on the list. It really makes it a pain when you have to phrase everything while you're working!

Anyways, keep your email boxes open... you should be getting something with an update from here soon!

looking forward to it

[mfowler70]

One other request:

An text area where you can request info to be included when someone submits a ticket.

For example, I run a game site. One of my departments will be to assist people who have been kicked or banned from one of my servers. It would be nice if there was an set of instructions where I could list things for the person to include with their help submission so I won't have to ask for it each time.

[Deaths]

When I finish my vBMA hack, I'll code an addon for this hack which does that.

If WhSox21 hasn't coded it already by then

[WhSox21]

Just to update everyone on the next version here is what is being added for version 1.10.

HelpDesk Settings
Master On/Off Switch - With a phrase like vBulletin's master On/Off Switch.
HelpDesk Switch Message - For the On/Off Switch.
Usergroups With Department Access - This is where you select the usergroups who have the managing department access and usergroup settings access.
Allow New Tickets - You will now be able to turn off the accepting of new tickets.
No New Ticket Message - Same as the HelpDesk Switch Message. This will give you the option to display the text you want when you're not allowing new tickets.
Automated Response - Has 3 options, None, PM, and Email. You can send a message via one of those ways to users after submitting a new ticket.

Departments
Department - The name of the department.
Display Order - The order to display the departments.
Usergroups - The usergroups who have access to the departments.

Usergroup Settings
Users will now be able to limit each usergroup based on these settings (except for guests):
Can Create Tickets
Can Edit Tickets
Can Delete Tickets
Can Close Tickets
Can Open Tickets

I am about 75% done implementing everything and it's quite possible that the next version will be released tonight. If not then at the latest this weekend. Version number is most likely to change also.

Oh, and still no file edits!

[dethfire]

Originally Posted by WhSox21

Oh, and still no file edits!

You're a god!!!

[WhSox21]

Originally Posted by dethfire

You're a god!!!

I do my best!