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?

[evenmonkeys]

Sounds like a really good idea and I appreciate the quick response. The latest version is excellent too. Nice job.

[boeserwolf]

Hi

I posted the german translation the site before.

Probably you want to add this in your header.

If you do make an update, please tell me if any phrase or other text has changed, so it would be easier for me to translate.

yours

Markus

[TopeeGuy]

Hmm - another bug?

Now, the system seems to be sending a PM to every mod/admin when any ticket receives a reply...

[WhSox21]

That's how it's suppose to work. Anyone in the usergroups that have access to the department where the ticket was submitted.

[WhSox21]

Here we go too... Just got done writing this up real quick...

If you want to request a feature use this link:
http://www.hackvb.com/helpdesk.php

[PcGamer]

Thanks WhSox21... the PM problem is now fixed with your latest version. :squareeyed:

[boeserwolf]

Hi

I have a few questions because I am not sure if this is a bug or a feature.

What I want:

If one of my Users posts a Ticket in Ticket System, I want that only the Admin (Super-Mod) and the poster can see the ticket.

I don´t want other members to be able to see the ticket or post an answer.

How can this be realised?

yours

Markus

[mfowler70]

Hmm, I just installed v1.62, logged into my test account, submitted a ticket, logged out and back in as admin, replied to the ticket, and have not received a PM for either account.

[WhSox21]

I just did a clean install and simulated what you said above. It worked fine. Anyone else have this problem?

[jugo]

Is there a way to assign a ticket to a specified person. We would like to be able to do this so that tickets don't sit unassigned and responsibility for the ticket is immediately allocated.

[WhSox21]

Users can take ownership. Or you can modify the database to do this when a ticket is submitted.

[TopeeGuy]

Originally Posted by WhSox21

That's how it's suppose to work. Anyone in the usergroups that have access to the department where the ticket was submitted.

On every reply? Isn't that a little overkill? E.g. say a forum has 10 moderators, and a member places a ticket... then moderator number 7 replies to the ticket, 10 PMs are sent out telling every moderator that moderator 7 has replied to a ticket? Is there really a need?

Ideally, I think it should run like this:

-Member places a ticket.
-Member receives a PM saying his issue will be dealt with shortly.
-All Admins/mods who are assigned to that department receive a PM saying a new ticket has been placed.
-Moderator 7 (of 10) replies to the ticket.
-Member receives a PM notifying him a reply has been made.
-Member replies.
-Moderator 7 receives a PM telling him Member has replied (no other Mod recieves a PM).
-Moderator 9 replies now to the same ticket.
-Member receives a PM notifying him a reply has been made.
-Moderators 7 and 9 (or if that cannot be done, at least just 9) receives a PM notifying an update has been made (no other Mod recieves a PM).

Etc.

What do you think?

[mfowler70]

Originally Posted by WhSox21

I just did a clean install and simulated what you said above. It worked fine. Anyone else have this problem?

I did get the PM. The problem was I was looking for the email notification that I have received a new private message. Also, the popup doesn't appear when browsing the forums and a PM comes in. Are those two notification methods in the works?

Another problem. I created a ticket with another account, logged back in as admin, claimed the ticket and other members of the usergroup are still able to reply to the ticket. Is that intentional? If so, then it will become confusing quckly as more PM's come in and you have no idea of the current status of the ticket. Once a ticket is claimed, only that member should be getting PM's along with the person who submitted it.

Also, would it be possible to have the ticket title, sender's username, and current status of the ticket show up in the PM you receive?

[Lizard King]

When I was trying to update I got the following error. I was upgrading from 1.55

Database error in vBulletin 3.0.7:

Invalid SQL: 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

Date: Friday 15th of April 2005 05:02:40 PM
Script: http://forum.ayyas.com/admincp/helpd...upgrade&step=2
Referer: 
Username: Lizard King
IP Address: ******

After this I uninstalled and re-installed without any problem. You may need to check with the upgrade problem.

[Lizard King]

Right now when I try to create a new ticket I get the following error

Database error in vBulletin 3.0.7:

Invalid SQL: SELECT DISTINCT userid FROM user AS user, ticket AS ticket LEFT JOIN ticketdepartment AS ticketdepartment ON (ticketdepartment.departmentid = ticket.departmentid) WHERE ( FIND_IN_SET(, membergroupids) OR usergroupid = ) AND (userid = 4 OR ticket.postuserid = 4)
mysql error: You have an error in your SQL syntax.  Check the manual that corresponds to your MySQL server version for the right syntax to use near ' membergroupids) OR usergroupid = ) AND (userid = 4 OR ticket.p

mysql error number: 1064

Date: Friday 15th of April 2005 05:15:06 PM
Script: http://forum.ayyas.com/helpdesk.php?do=ticket&tid=1
Referer: http://forum.ayyas.com/helpdesk.php?do=newticket
Username: Lizard King
IP Address: ******