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?

[SRuvbnhad]

Under departments I have
-Site A
-Site B
-Site C
and so on for every site around the world. What I'm trying to say is like a problem category to go with the ticket system.

Ex. Person from Site A creates a new ticket. They are getting an error message dealing with SQL. They would select their department (Site A) and then have the option to select a problem category; which would be something like Web Site or SQL (if you wanted to go into detail).

Maybe that makes a little more sense.

--oh an autosending email/pm would be helpful too. When someone submits a ticket an autosender will send an email to a user/user group saying such and such has been created.

[Julie]

WhSox21, forgive the newbie question, but queries, that goes on my site bandwidth, or the servers (my host's) bandwidth?

Is it difficult to code something that'll send me a PM whenever there's a new ticket?

[rh2004]

What happen's when you have lots on one page, does it go onto 2,3 etc pages?

Also would be good if you could search for tickets by username

[Polo]

Originally Posted by Julieh

WhSox21, forgive the newbie question, but queries, that goes on my site bandwidth, or the servers (my host's) bandwidth?

I believe it goes on your server....

Is it difficult to code something that'll send me a PM whenever there's a new ticket?

I think is already a feature... but i'm not really sure...

[mfowler70]

It's kinda in there. Not perfect yet, but I believe he said it's coming.

Perfection for me will be when an automatic PM/email is:

1. Sent to the person who submitted the ticket, and the entire usergroup responsible for answering tickets for that department at the time of initial submission.

2. Sent to the person who submitted the ticket, and the person who claims the ticket upon every reply to said ticket until it is closed.

3. Sent to the person who submitted the ticket, and the superadmin once it is in fact closed.

[Apophis]

Installed on http://www.TacticalGamer.com

Excellent package. Seamless install!

These suggestions below would be great. The biggest thing I noticed was lack of notification to the usergroups that a new ticket was created as well as the lack of notification to the user that their ticket was resolved.

Originally Posted by mfowler70

It's kinda in there. Not perfect yet, but I believe he said it's coming.

Perfection for me will be when an automatic PM/email is:

1. Sent to the person who submitted the ticket, and the entire usergroup responsible for answering tickets for that department at the time of initial submission.

2. Sent to the person who submitted the ticket, and the person who claims the ticket upon every reply to said ticket until it is closed.

3. Sent to the person who submitted the ticket, and the superadmin once it is in fact closed.

[SRuvbnhad]

Having a problem with the system. I've got five groups total. Administartors and then four others. I set Admin to yes on all permissions. I set the others to only being able to submit tickets. I'm logged into both accounts right now and here's the problem I'm having.

User is groupA submits a ticket. It does not show up in the Admin's new tickets or unresolved tickets menu. Instead of showing up in there, I get the No new tickets can be found message. Any ideas as to what's going on?

[clearchannel]

Originally Posted by Apophis

Installed on http://www.TacticalGamer.com

Excellent package. Seamless install!

These suggestions below would be great. The biggest thing I noticed was lack of notification to the usergroups that a new ticket was created as well as the lack of notification to the user that their ticket was resolved.

The notification issue is the only thing keeping me from going live. I hope it is added soon.

Great hack, keep up the good work.

[WhSox21]

I'll try to get these few features added this weekend. I have to get some projects completed for customers first.

[WhSox21]

Originally Posted by SRuvbnhad

Having a problem with the system. I've got five groups total. Administartors and then four others. I set Admin to yes on all permissions. I set the others to only being able to submit tickets. I'm logged into both accounts right now and here's the problem I'm having.

User is groupA submits a ticket. It does not show up in the Admin's new tickets or unresolved tickets menu. Instead of showing up in there, I get the No new tickets can be found message. Any ideas as to what's going on?

I would need more information to help you out. Did you set the information in the AdminCP correctly? Did you try to uninstall it and then reinstall it?

[LEAD_WEIGHT]

Originally Posted by SRuvbnhad
Having a problem with the system. I've got five groups total. Administartors and then four others. I set Admin to yes on all permissions. I set the others to only being able to submit tickets. I'm logged into both accounts right now and here's the problem I'm having.

User is groupA submits a ticket. It does not show up in the Admin's new tickets or unresolved tickets menu. Instead of showing up in there, I get the No new tickets can be found message. Any ideas as to what's going on?

Originally Posted by WhSox21

I would need more information to help you out. Did you set the information in the AdminCP correctly? Did you try to uninstall it and then reinstall it?

I got that as an Admin. It maybe u did not make departments cause I have not did it yet as well. I get message saying I do not have the prev. or perm. to view.

[FlyBoy73]

Great hack! Thanks a lot!

[SRuvbnhad]

Sorry I wasn't clear on what's going on. I have 6 departments with number 1 set as the Admin. When a user in the other departments creates a ticket it can be seen in the by everyone but the Administrators; despite having all of the permissions set to "Yes".

I'll send you a PM with the site information so you can see it for yourself. It's a pre-release board so there are only two active members; myself and one other admin.

[WhSox21]

You have the wrong impression of how this works. You are trying to put the departments to each usergroup which you don't have to. You need to allow which usergroups can admin those departments. Let me know if you still don't understand?

[SRuvbnhad]

Fixed. thanks.