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]

Originally Posted by Mechanical Mind

That's a good question. I'll find out and then update this post.

That wasn't directed at you. The post after it was! :lick:

[Mechanical Mind]

Originally Posted by WhSox21

That wasn't directed at you. The post after you was! :lick:

Ooops. Thanks for responding. It's been a long day and my eyes are a little fuzzy. I can't wait to upgrade. This hack rocks! :smoke:

I already put in a ticket at my webhost to find out what version of mySQL I am running. Probably better that I know anyway.

[rjordan]

See attachment. Instead of entering 1,3,8 for the usergroups when adding departments, for instance, maybe change it to be like the attached screenshot...

[WhSox21]

That would require file edits and I'm trying to stay away from those. :nervous:

[rjordan]

Actually, this would be in HELPDESK.PHP is what I was thinking. I might take a wild stab at it to see if it is possible.

Great mod!

[WhSox21]

Actually that is possible, but don't expect it in this hack soon. By the way the only ones you should add to the admincp are the ones that have access to editing the department and usergroup settings. With the usergroup settings it uses the user's primary usergroup and not the ones they are members of.

[tp214]

already updated great job

[LOTR]

Nice hack

JUst to inquiry.. i installed it and work fine.

1. User open a ticket.
2. Admin reply to the ticket.
3. However when a user try to reply back the ticket it gives me non-permission error:

Rooney, you do not have permission to access this page. This could be due to one of several reasons:

Your user account may not have sufficient privileges to access this page. Are you trying to edit someone else's post, access administrative features or some other privileged system?
If you are trying to post, the administrator may have disabled your account, or it may be awaiting activation.

I re-check the usergroup setting, it was fine. Any idea why WhSox21?

[WhSox21]

Are you saying you created the ticket fine. Then you used another user (an admin) and posted a reply? Then the regular user who originally posted the ticket got the error that said non-permission?

[LOTR]

Yes, thats right. Ive tried several times and the results are the same though.

[WhSox21]

Nevermind my last post, I checked out the code and it's a bug. I have fixed the code and upgraded the hack this also includes a few other small fixes. This is a MUST do upgrade. All you have to do is overwrite the helpdesk.php file.

[tp214]

ok well i did before i read, so i like reinstalled/re-upgraded, but the db error hasnt effected... so i should be ok

[Slave]

Hi WhSox21 ..

I've now updated to 1.51 .. upgrade went smoothly ..

A few comments/suggestions/bugs ..

When looking at the list of tickets .. in the "When Logged" column could you put the date/time instead of just "Today" ..

When looking at the list of tickets .. can you show who has claimed ownership .. or not as the case might be ..

When looking at a ticket .. can you add the date/time to each post .. instead of "Today by .."

One thing I've found .. once a user creates a ticket, it seems they can't add another post? Can you change that? [Fixed in 1.52]

Whenever a user name is shown can you make it a link to the users profile page ..

Within the department page .. I take it the user groups option is for telling the system who can admin that department .. can you add another option for the user groups who can pick that department when creating a ticket ..

Again, within the department page .. can you make the usergroup option a list of tick boxes instead of putting numbers .. this would certainly aid the usability of the page ..

On the "Usergroup Settings" page .. there seems to be a bug where the Usergroup Settings table is pushed down the page .. see image to see what I mean ..

[WhSox21]

Slave - I'll take into consideration everything you said. The dates shouldn't be a problem as they are using vbulletin's date function. Usernames linked, again not a problem.

As for the departments, I think I'll be fixing this so it's a little bit easier to use. This won't happen until half way through this week. I'm going to be busy on other customer's projects. I'll be fixing bugs and small minor changes I'll be updating.

[Slave]

Cheers WhSox21 ..

BTW .. is the system meant to send emails/pm to admin to let them know a new ticket is there? .. I don't seem to be getting them if it is ..?