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 LEAD_WEIGHT

Oh I feel so dumb for this and thanks for the help u been given all day

This is the link and it been in front of me all day

http://www.example.com/forums/helpdesk.php?do=departments

U will be getting some $$ in paypal

No problem. Not necessary but would be much appreciated!

[LEAD_WEIGHT]

few more little question were is the navagation or should I say the button so some one can click on the Help Desk I do not see it in my forum , or is it that I have to make Departments is that like adding a Category to forum or is it I am not quite under standing this. I do see this in other forums like nav button and one in dropdown[addon] I can not see it in my forum unless thier is a step that I need to make so I can see it. I gave permission to create for Admin.--SupMod--Mod--RegU. that was all and I do not see button so members can access helpdesk?.

[gldtn]

Hello everyone.. I've just done installing this hack, and everything went smooth.. I gave my usergroup access and set departments to the helpdesk.. I've also tested it out by applying some tickets and works fine.. but I cannot see the ADMINISTER colum on the leftside menu bar.. All I see is HELPDESK >> Helpdesk Options >> User Controls, did I miss something?

I'm using vB3.0.7

Thanks!

[gldtn]

Originally Posted by WhSox21

No problem. Not necessary but would be much appreciated!

WHSox21,

Seems like you forgot a small thingy on install...

On line 824 of the install script:

It reads:
$query['new'][] = "CREATE TABLE IF NOT EXISTS `ticketdeleted` (

Should be?:
$query['new'][] = "CREATE TABLE IF NOT EXISTS `" . TABLE_PREFIX . "ticketdeleted` (

[WhSox21]

Originally Posted by gldtn

WHSox21,

Seems like you forgot a small thingy on install...

On line 824 of the install script:

It reads:
$query['new'][] = "CREATE TABLE IF NOT EXISTS `ticketdeleted` (

Should be?:
$query['new'][] = "CREATE TABLE IF NOT EXISTS `" . TABLE_PREFIX . "ticketdeleted` (

Updated the zip and version number.

[gldtn]

Originally Posted by gldtn

Hello everyone.. I've just done installing this hack, and everything went smooth.. I gave my usergroup access and set departments to the helpdesk.. I've also tested it out by applying some tickets and works fine.. but I cannot see the ADMINISTER colum on the leftside menu bar.. All I see is HELPDESK >> Helpdesk Options >> User Controls, did I miss something?

I'm using vB3.0.7

Thanks!

Duhhh! forgot to add usergroup setting in do departments

[gldtn]

Originally Posted by WhSox21

Updated the zip and version number.

Seems to work great now

Awsome hack, I'll await for the next version full of features


Thank You!

[WhSox21]

Originally Posted by LEAD_WEIGHT

few more little question were is the navagation or should I say the button so some one can click on the Help Desk I do not see it in my forum , or is it that I have to make Departments is that like adding a Category to forum or is it I am not quite under standing this. I do see this in other forums like nav button and one in dropdown[addon] I can not see it in my forum unless thier is a step that I need to make so I can see it. I gave permission to create for Admin.--SupMod--Mod--RegU. that was all and I do not see button so members can access helpdesk?.

When installing it via the helpdesk_install.php file you should have had a step that was template modifications. You need to add that to the navbar. I think that's what you're looking for.

[gldtn]

WhSox21,

On the new feature, is it possible to add a check box to resolve/unresolve ticket on quick reply?

[LEAD_WEIGHT]

Thanks again WhSox21 & gldtn . Tough nite for me lost track in what to do :sleep:

I got 1.53 and 1.54 is not much new in it right other than that install script like u say but not anything else until u make the new version right. :lick:

Remeber to donate any change u have for anyone that does coding here it makes a diff. if u like it give some or it may go to being a buy item. Give anything even sparechange to keep these guys going :banana:

[WhSox21]

Originally Posted by gldtn

WhSox21,

On the new feature, is it possible to add a check box to resolve/unresolve ticket on quick reply?

Yea but the next version won't be out until after this weekend most likely. I have a long weekend ahead of me! :lick:

[gldtn]

Originally Posted by WhSox21

Yea but the next version won't be out until after this weekend most likely. I have a long weekend ahead of me! :lick:

Best wishes!!! don't rush, take your time , I'll rather have a working hack than an buggy one

[T3MEDIA]

We got no hockey but we do got this awsome software... I guess there is something to live for.

Lot of updates. nice action.

[TheMusicMan]

Hi WhSox21

Great mod... thanks for this.

One thing I noticed after a fair amount of testing is that the Ticket System Permissions are based on the vB Primary Usergroup and not any of the vB Secondary USergroups.

I don't wish to allow accecss to the ticket system to all registeredmembers of my board, but just to those members who I have added in anadditional secondary usergroup. However, the ticket system doesn't accept/abide by the permissions of secondary usergroups.

Also... and more importantly... not all my SMods will be Ticket Gurusand I therefore need to create a new secondary usergroup whichwill contain those who can reply, resolve and take ownership oftickets... the thing is, the system won't accept those usergrouppermissions and I can't do this unless I set those peoples primaryusergroup as "Ticket Guru" - and I don't want to do that.

Have I got this wrong? Is there a way around it...?

Ta

[WhSox21]

Originally Posted by TheMusicMan

Hi WhSox21

Great mod... thanks for this.

One thing I noticed after a fair amount of testing is that the Ticket System Permissions are based on the vB Primary Usergroup and not any of the vB Secondary USergroups.

I don't wish to allow accecss to the ticket system to all registeredmembers of my board, but just to those members who I have added in anadditional secondary usergroup. However, the ticket system doesn't accept/abide by the permissions of secondary usergroups.

Also... and more importantly... not all my SMods will be Ticket Gurusand I therefore need to create a new secondary usergroup whichwill contain those who can reply, resolve and take ownership oftickets... the thing is, the system won't accept those usergrouppermissions and I can't do this unless I set those peoples primaryusergroup as "Ticket Guru" - and I don't want to do that.

Have I got this wrong? Is there a way around it...?

Ta

You are 100% correct in this testing. I believe I stated that it was based on primary usergroups in the past, if I didn't I'm sorry and it was intended. I've yet to see interest in this secondary usergroups, but now that I've seen this I will program it for the next version. It takes a lot more work due to the fact that I have to do this without file edits. I basically have to reinevent the wheel by doing what vBulletin already has. Anyways, I'll make sure this is a feature in the next version. As for your moderators, this would give them the ability to show the links on the left but not actually use them. To be honest, this will probably be the first release before any new features are added as people may report this as a 'bug', although it is not because of how it is programmed. It shouldn't be a ton of work to change this around to check to see if users have this access. The way it will work though is with any usergroup they are apart of it will give that user access to certain things based on the highest usergroup's ability. So for example, if the primary usergroup does not have the ability to create tickets but a membership usergroup does, it will still allow them because they are apart of that usergroup. Sorry for all the attempt at the explanation but I'll do my best to get this out soon. I understand this is a need feature, not only for you but for myself :nervous:.

Thanks for showing intrest in this and letting me know someone actually has tested this extensively as this shows me there aren't many bugs how I coded the conditionals. I really appreciate the work done to prove this! :surprised: