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]

This script has been updated. If you recieve any database errors it is recommended that you upgrade. Upgrading is as easy as any other time all you have to do is over-write the helpdesk.php file.

Bug Fixes:
PM problem with the pop-up. It now does not automatically pop-up.
Database errors on delete.
Database errors for some people.

[H@K@N]

Hi,

Upgrade is running into a SQL Error :

Ungueltige SQL-Abfrage: INSERT INTO phrase (phraseid, languageid, varname, text, phrasetypeid) VALUES (NULL, '0', 'helpdesk_auto_response', '$vboptions[bbtitle] Auto Response', '4000')
mysql error: Duplicate entry 'helpdesk_auto_response-0-4000' for key 2

mysql error number: 1062

After removing the creation of the Phrase manually in the Install File, i am getting further errors :

Ungueltige SQL-Abfrage: INSERT INTO settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0')
mysql error: Duplicate entry 'helpdesk' for key 1

could you pls check, installation File ?


gr33tz

[LOTR]

The bugs for tickets creator has been fixed. I just tried and my users can reply without any problem.

Dont know about other bugs though. Thanks WhSox21

[WhSox21]

Originally Posted by H@K@N

Hi,

Upgrade is running into a SQL Error :

Ungueltige SQL-Abfrage: INSERT INTO phrase (phraseid, languageid, varname, text, phrasetypeid) VALUES (NULL, '0', 'helpdesk_auto_response', '$vboptions[bbtitle] Auto Response', '4000')
mysql error: Duplicate entry 'helpdesk_auto_response-0-4000' for key 2

mysql error number: 1062

After removing the creation of the Phrase manually in the Install File, i am getting further errors :

Ungueltige SQL-Abfrage: INSERT INTO settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0')
mysql error: Duplicate entry 'helpdesk' for key 1

could you pls check, installation File ?


gr33tz

There's nothing wrong with it. The upgrade process is only needed to upgrade from version 1.0.x to version 1.5.x. Your HelpDesk should be running fine still even if you just did that. Just don't try to run the install anymore and you should be fine. Like in my post before yours, it says just over-write the helpdesk.php file.

[Teegtahn]

With this new version. Some of the links on the left do not appear to me. Also, when attempting to view "My Tickets" as Administrator, i get no permissions, same with "New Tickets" (this is based off of the menu addon)

Is this intentional?

[ChrisBaktis]

Is there a way to clear out all the extra PM type stuff like color selection, font size and just go with a plain box. Im sure for a ticket system this probably isnt needed and for my site I would like to make it look different then a regular PM.

[WhSox21]

Originally Posted by Teegtahn

With this new version. Some of the links on the left do not appear to me. Also, when attempting to view "My Tickets" as Administrator, i get no permissions, same with "New Tickets" (this is based off of the menu addon)


Is this intentional?

You need to give yourself access in the AdminCP to the Departments and Usergroup Settings. Then you need to change the usergroup settings and you should be all set.

[WhSox21]

Originally Posted by ChrisBaktis

Is there a way to clear out all the extra PM type stuff like color selection, font size and just go with a plain box. Im sure for a ticket system this probably isnt needed and for my site I would like to make it look different then a regular PM.

Not sure what you mean. Are you saying you just want a textbox where they create the ticket?

[ChrisBaktis]

Originally Posted by WhSox21

Not sure what you mean. Are you saying you just want a textbox where they create the ticket?

Yes, I wouldnt need a smilies, or different colored fonts and what not. Just a simple text box would be great. This way it looks nothing like sending a PM.

[WhSox21]

Originally Posted by ChrisBaktis

Yes, I wouldnt need a smilies, or different colored fonts and what not. Just a simple text box would be great. This way it looks nothing like sending a PM.

This may only require a template edit. I'll see if it works and if it does I'll post the edit in the addons section and provide you with a link. It may be a little bit before I get to it... Long night ahead of me.

[ChrisBaktis]

Actually keeping the Add A Link could be good. But all other stuff I would like to get rid of.

[Teegtahn]

Originally Posted by WhSox21

You need to give yourself access in the AdminCP to the Departments and Usergroup Settings. Then you need to change the usergroup settings and you should be all set.

Got It. Can I recommend that you add somewhere that "Usergroups" in "Departments" are seperated by commas, and are for viewing that paticular department.

[WhSox21]

Yea, next version I'm going to make everything a little bit easier to manage. I understand it's rather difficult to understand everything right now.

[Teegtahn]

Originally Posted by WhSox21

Yea, next version I'm going to make everything a little bit easier to manage. I understand it's rather difficult to understand everything right now.

I understand the development process involved. Just make sure it stays free for us poor people. This is going to be a kickass addition, and the vB devs would be insane NOT to include this with an offical release further down the line.

[WhSox21]

Originally Posted by Teegtahn

I understand the development process involved. Just make sure it stays free for us poor people. This is going to be a kickass addition, and the vB devs would be insane NOT to include this with an offical release further down the line.

I understand the free addition of this and to be honest I thought about moving it to a paid hack but decided against that for multiple reasons which I won't waste time listing. To be honest, this would be a great addition to vbulletin. For the developers it would be very easy to add. Everything I've done they could change to easily implement into vbulletin. With that said, you could use this rather than the email system and it would work way better. Reporting posts (which is also planned soon) would make life so much easier. With all that said, it would most likely increase sales from people such as hosting companies who could benefit from both a ticket system and a forum. I just think it would be a great addition to the software (maybe a little biased? )!