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?

[mfowler70]

I need to upgrade, but want to wait until the moderator notification from the last page is incorporated into the mod. Any idea when (if) that will be ready? Also, are there any other additions planned for the next rollout?

Awesome, awesome work.

[TopeeGuy]

Is it possible for the person who submitted the original ticket to receive an email when his or ticket receives a reply from a mod/admin?

[Reef]

Very nice addon WhSox21 but, I have a permissions problem I can't get sorted out... All members can see the Administer Block and view tickets other than their own.. Also Tickets that I have claimed ownership of are never listed in "My Tickets"

example:
My Registered Users Group permissions are set to only;

Can Create Tickets = Yes
Can Resolve Tickets = Yes
All others = No

Registered users can still view every ticket... Any Ideas??

[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.

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.

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!

Have you had any luck on this topic m8, sorry to keep asking, bet u wish i would go away.

cheers for all the hard work

[WhSox21]

Originally Posted by Reef

Very nice addon WhSox21 but, I have a permissions problem I can't get sorted out... All members can see the Administer Block and view tickets other than their own.. Also Tickets that I have claimed ownership of are never listed in "My Tickets"

example:
My Registered Users Group permissions are set to only;

Can Create Tickets = Yes
Can Resolve Tickets = Yes
All others = No

Registered users can still view every ticket... Any Ideas??

Are you using the latest version?

In your AdminCP then to vBulletin Options then HelpDesk...
Usergroups With Department Access - make sure this list (seperated by commas) only gives the usergroups you want to have access to those areas.

[WhSox21]

Originally Posted by Blackbeard

Have you had any luck on this topic m8, sorry to keep asking, bet u wish i would go away.

cheers for all the hard work

I did not test this but you can try this to let me know if it works. If it doesn't then I will help out when I get back from a short vacation for sure.

[Blackbeard]

cheers will test it out

[Reef]

Originally Posted by WhSox21

Are you using the latest version?

Yes Downloaded and installed 03-19

Originally Posted by WhSox21

In your AdminCP then to vBulletin Options then HelpDesk...
Usergroups With Department Access - make sure this list (seperated by commas) only gives the usergroups you want to have access to those areas.

I only have my admin group [6] listed in that section... This part appears to be working fine as, only admins can view "Help Desk Options" but everyone can view the "Administer" options.

I made a test Registered member account and can enter the helpdesk and view all resolved/unresolved tickets.. This has already caused a big problem with one member who posted his login info on a ticket and was viewed by other members (this was when we noticed the problem)

Also, I have claimed and dealt with around 6 tickets myself now and none of them have been placed in my user control area.. They are still accessable through "Administer" options / Resolved tickets but not under "User Controls"/ Resolved tickets..

Any other ideas? This really will be a great and helpful addition if I can get these issues resolved... Hopefully we can

[Blackbeard]

That seems to work ok, members now can reply to other members post.

[Julie]

Oo, really cool and so easy to install! Works like a charm

*clicks install*

[WhSox21]

Originally Posted by Reef

Yes Downloaded and installed 03-19



I only have my admin group [6] listed in that section... This part appears to be working fine as, only admins can view "Help Desk Options" but everyone can view the "Administer" options.

I made a test Registered member account and can enter the helpdesk and view all resolved/unresolved tickets.. This has already caused a big problem with one member who posted his login info on a ticket and was viewed by other members (this was when we noticed the problem)

Also, I have claimed and dealt with around 6 tickets myself now and none of them have been placed in my user control area.. They are still accessable through "Administer" options / Resolved tickets but not under "User Controls"/ Resolved tickets..

Any other ideas? This really will be a great and helpful addition if I can get these issues resolved... Hopefully we can

Sorry for the delay on my response. I just got back from a short vacation. Anyways, I honestly have no idea what's not working for you. The next thing I would suggest is going through the uninstall and then reinstall it. This will lose all your current tickets though. That's my next guess on what you should do as I have no other ideas.

[SRuvbnhad]

Great hack. Installed and have no problems with it.

A few things I'd like to see:
1) Autonumber for each ticket. I'm sure it's already generated but I'd like to be able to see/search for specific tickets by this number

2) Ability to search by user names as well as other specifics

3) Problem categories. Should be self-explanatory but just a way to categorize problems whether it be SQL, HTML, etc. Ability for this to be entered on my side as opposed to being entered in the code somewhere. I hope that makes sense

[Julie]

SRuvbnhad, you do have something called Departments, where you can have SQL, HTML etc,... if that's what you mean...

WhSox21, is there a way to show how many tickets there are in ()s? F.ex. Unresolved Tickets (0), Resolved Tickets (1) ....

[SRuvbnhad]

Originally Posted by Julieh

SRuvbnhad, you do have something called Departments, where you can have SQL, HTML etc,... if that's what you mean...

I get what you are saying but I'm using it as a way to categorize what area is having a problem. Whether it be site a, b, or c. I'm using the departments variable to do it in that manner. If it was a case where it was only one area that would work great.

[WhSox21]

Julieh - That will require a few more queries, but yes, it's possible.

SRuvbnhad - I still don't follow what you're saying exactly?