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?

[gldtn]

Originally Posted by WhSox21

On Template: helpdesk_departmentlist
Find:
name="department" size="35"

Replace with:
name="department" size="255"

I was reffering to the maxlength= which it seems it uses the max username length. I just removed the variable and set it to the size I needed, thank you.

If I'm not asking for too much can you add to your "To Do List" a department description? Maybe something like a radio buttons instead of a dropdown menu? Also would be nice to be able to add "Unregistered / Not Logged In" usergroup settings to it.

thanks for your great support!

[hondaprelude88]

has anyone thought of the idea of having the system notify the admin or who ever has access to resolve tickets, when a user submits or replies to a ticket?

[WhSox21]

Originally Posted by gldtn

I was reffering to the maxlength= which it seems it uses the max username length. I just removed the variable and set it to the size I needed, thank you.

If I'm not asking for too much can you add to your "To Do List" a department description? Maybe something like a radio buttons instead of a dropdown menu? Also would be nice to be able to add "Unregistered / Not Logged In" usergroup settings to it.

thanks for your great support!

Sorry for not getting back to you but you were right. Lack of sleep must have got to me! :nervous:

Yea I could pretty easily change the department list into a description using radio buttons rather than the drop down. As for the Unregistered usergroup, it was purposely taken off in this version as it takes a little extra special code for that.

Originally Posted by hondaprelude88

has anyone thought of the idea of having the system notify the admin or who ever has access to resolve tickets, when a user submits or replies to a ticket?

This has been suggested and is in the next version plans.

[T3MEDIA]

Hey the demo dont work anymore. if you want you can put it up on my site.

[WhSox21]

Originally Posted by T3MEDIA

Hey the demo dont work anymore. if you want you can put it up on my site.

Sure give me login details along with your domain info. Just PM me that info and I'll update the post. Thanks for being generous!

[Blootix]

Originally Posted by WhSox21

Sure give me login details along with your domain info. Just PM me that info and I'll update the post. Thanks for being generous!

Hey.

In the installer, it says install v1.54 even though I'm installing v1.55. Also, I can be your demo link as well.

Domain: www.blootix.com/board
Username: test user
Password: test

[Blackbeard]

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.

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.

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.

[WhSox21]

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.

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!

[MissKalunji]

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!

you got my vote :nervous:

[Blackbeard]

Got my vote m8, well done

[red_baron2000]

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:

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

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

add below it

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

$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

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

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

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

also create attached phrases .

enjoy

[WhSox21]

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]

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

[HC.]

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]

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.