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?

[TheMusicMan]

Originally Posted by WhSox21

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

Hey there WhSox21

Let me tell you something. I am sure I speak for everyone who has installed this hack when I say all the thanks here go to you sir. This is an awesome piece of work and is made allthe better by two things;

1 - your fantastic programming ability allowing us to install this without file edits
2 - your superb attitude to your 'customers' and the excellent feedback and support you provide on here.

I for one would personally like to say a huge thank you for this, I'm sure others would too.

As for the my feedback and the functionality I require: I am gladthis will be taken onboard and used. I feel that although usingpermissions for HelpDesk based on a members primary usergroup only will work - the hack will be significantly improved if secondary usergroup are also taken into consideration.

A pertinent point here might be to have primary usergroup permissions act as the priorityand any settings given based on this usergroup will over-ride anysettings - but only for certain of the Usergroup Settingspermisisons. ie permission for Can Create Tickets could use both UG''s so if it is 'Yes' for a SUG and 'No for PUG - the actual setting used is 'Yes' whereas for Can Claim Ownership of Tickets the PUG would be the only place where permissions for this would be ascertained.

Does that make sense...?

I look forward to the next release...

[WhSox21]

Originally Posted by TheMusicMan

Hey there WhSox21

Let me tell you something. I am sure I speak for everyone who has installed this hack when I say all the thanks here go to you sir. This is an awesome piece of work and is made allthe better by two things;

1 - your fantastic programming ability allowing us to install this without file edits
2 - your superb attitude to your 'customers' and the excellent feedback and support you provide on here.

I for one would personally like to say a huge thank you for this, I'm sure others would too.

As for the my feedback and the functionality I require: I am gladthis will be taken onboard and used. I feel that although usingpermissions for HelpDesk based on a members primary usergroup only will work - the hack will be significantly improved if secondary usergroup are also taken into consideration.

A pertinent point here might be to have primary usergroup permissions act as the priorityand any settings given based on this usergroup will over-ride anysettings - but only for certain of the Usergroup Settingspermisisons. ie permission for Can Create Tickets could use both UG''s so if it is 'Yes' for a SUG and 'No for PUG - the actual setting used is 'Yes' whereas for Can Claim Ownership of Tickets the PUG would be the only place where permissions for this would be ascertained.

Does that make sense...?

I look forward to the next release...

Thanks again for the feedback and the great comments. I really do appreciate it. It's comments like that, that make us coders enjoy what we do.

Now, back to the hack. As it seems like you know what you're talking about maybe we can work through this together. Here is my question to you:
Why only a few settings based on the SUG versus all of the settings?
How I see this happening is as follows. You have PUG which say does not allow users to take ownership of tickets. But, this same user is a member of a SUG which does allow them to take ownership of tickets. Because this gives the users more access I would think that it would be best to just automatically give those users that access. So no matter what setting it is, if a user is given access to that setting in any of the usergroups they are members of then they would then get that access because they obviously should due to the fact they have that access in one of their usergroups.

Sorry if this doesn't make sense, it's 3AM here and I'm attempting to write a paper!

[TheMusicMan]

Originally Posted by WhSox21

Thanks again for the feedback and the greatcomments.Ireally do appreciate it. It's comments like that, that makeuscodersenjoy what we do.

Now, back to the hack. As it seems like you know whatyou'retalkingabout maybe we can work through this together. Here ismyquestion toyou:
Why only a few settings based on the SUG versus all of the settings?
How I see this happening is as follows. You have PUG which saydoesnotallow users to take ownership of tickets. But, this same userisamember of a SUG which does allow them to take ownershipoftickets.Because this gives the users more access I would think thatitwould bebest to just automatically give those users that access. Sonomatterwhat setting it is, if a user is given access to that settinginany ofthe usergroups they are members of then they would then getthataccessbecause they obviously should due to the fact they havethataccess inone of their usergroups.

Sorry if this doesn't make sense, it's 3AM here and I'm attempting to write a paper!

Me... know what I am talking about... naaahhhhh... you have the wrong person...:laugh: hehehehe - I try...!

Looks like I was talking through the wrong end of my digestivetractwhen I wrote that there though eh! What I was trying to point outwas:what if a forum member belongs to many vB UG's, and severaloftheseUG's have different permissions in the Ticket System - whichUGwillhave prescedence wqhen assigning Ticket permissions??

So, say: If I am a member of two UG's, both of which have 'Can Create Tickets' set to Yes, but only one of them has 'Can Resolve Ticket'toYes,which UG then has prescedence in the Ticket System...? As I belong toboth UG's, am I allowed to resolve tickets or not? See the confusion?

I would say that in this particular case, the prescedence needs to be with whichever UG states 'Can resolve Tickets' = No

This could be further confused by: what if both of these UG's aresecondary UG's? how do you determine which UG gives priority??

Hope that clarifies (or not!!!)

PS: you are very welcome to those comments... they indeed are true!

[WhSox21]

[QUOTE=TheMusicMan]What I was trying to point outwas:what if a forum member belongs to many vB UG's, and severaloftheseUG's have different permissions in the Ticket System - whichUGwillhave prescedence wqhen assigning Ticket permissions??
[QUOTE]
I understand what you're saying here. See if you follow with this. Would it make sense to give that user the 'Yes' value or permission if they have that permission in any usergroup they belong to? Let's lay out a senario:
Usergroup 1
Can Create Tickets - Yes
Can Resolve Tickets - No

Usergroup 2
Can Create Tickets - No
Can Resolve Tickets - Yes

Usergroup 3
Can Create Tickets - No
Can Resolve Tickets - No

User 1: PUG - 1, MUG - 3
So the user can create tickets but cannot resolve tickets.

User 2: PUG - 1, MUG - 2
So this user can create tickets and can resolve tickets.

User 3: PUG - 3, MUG - 1,2
This user can do both actions because the member usergroups would set their permissions above their primary usergroup.

I personally think that would be the best way to do it but I could be wrong with my thinking. Let me know what you think about this!

[TheMusicMan]

[QUOTE=WhSox21][QUOTE=TheMusicMan]What I was trying to pointoutwas:what if a forum member belongs to many vB UG's, andseveraloftheseUG's have different permissions in the Ticket System -whichUGwillhave prescedence wqhen assigning Ticket permissions??

I understand what you're saying here. See if you follow with this.Would it make sense to give that user the 'Yes' value or permission ifthey have that permission in any usergroup they belong to? Let's lay out a senario:
Usergroup 1
Can Create Tickets - Yes
Can Resolve Tickets - No

Usergroup 2
Can Create Tickets - No
Can Resolve Tickets - Yes

Usergroup 3
Can Create Tickets - No
Can Resolve Tickets - No

User 1: PUG - 1, MUG - 3
So the user can create tickets but cannot resolve tickets.

User 2: PUG - 1, MUG - 2
So this user can create tickets and can resolve tickets.

User 3: PUG - 3, MUG - 1,2
This user can do both actions because the member usergroups would set their permissions above their primary usergroup.

I personally think that would be the best way to do it but I could bewrong with my thinking. Let me know what you think about this!

So this example just uses logical OR to determine the permissions yeah?

>If PUG OR SUG then assign permission...?

I'd tend not to agree with that sorry. I'd say there are certain ticketsystem permissions that can be set from PUG, others that can be setfrom a combination of the two UG's.

[H@K@N]

1) If somebody has created a new Ticket, it should send a PM or Mail to a predifined Moderator/Usergroup ( could be Admin, or a Moderator of that Department ). The only PM which is send, is the one to the Ticket owner, that somebody will take over Issue ...

2) Is there any setting, that the owner of a Ticket receives always an PM/Mail if a reply has been made ?

3) If a Moderator/Usergroup Member has claimed Ownership, System has to inform also the Ticket originator ....

th@nks and gr33tz

[ESADCG]

I get this error when trying to delete a ticket.

Database error:
Invalid SQL: INSERT INTO vb3_ticketdeleted SELECT * FROM vb3_ticket WHERE ticketid = 3
mysql error: Table 'vb.vb3_ticketdeleted' doesn't exist

mysql error number: 1146

Date: Wednesday 09th of March 2005 11:03:45 AM
Script: http://****/VB/helpdesk.php?do=delete&tid=3
Referer: http://****/VB/helpdesk.php?do=ticket&tid=3

Then I tried to do a full uninstall, got error on step 3. Dont remember what it was. So i manually deleted all the tables from the database and tried to do a fresh install with the latest version.

I get this error.

Invalid SQL: INSERT INTO vb3_settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0')
mysql error: Duplicate entry 'helpdesk' for key 1

mysql error number: 1062

Date: Wednesday 09th of March 2005 11:34:52 AM
Script: http://****/VB/admincp/helpdesk_inst...install&step=3

[WhSox21]

Originally Posted by ESADCG

I get this error when trying to delete a ticket.

Database error:
Invalid SQL: INSERT INTO vb3_ticketdeleted SELECT * FROM vb3_ticket WHERE ticketid = 3
mysql error: Table 'vb.vb3_ticketdeleted' doesn't exist

mysql error number: 1146

Date: Wednesday 09th of March 2005 11:03:45 AM
Script: http://****/VB/helpdesk.php?do=delete&tid=3
Referer: http://****/VB/helpdesk.php?do=ticket&tid=3

Then I tried to do a full uninstall, got error on step 3. Dont remember what it was. So i manually deleted all the tables from the database and tried to do a fresh install with the latest version.

I get this error.

Invalid SQL: INSERT INTO vb3_settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0')
mysql error: Duplicate entry 'helpdesk' for key 1

mysql error number: 1062

Date: Wednesday 09th of March 2005 11:34:52 AM
Script: http://****/VB/admincp/helpdesk_inst...install&step=3

Run a full uninstall of the settings. Just click the link that says Uninstall Settings. Download verion 1.54 rather than version 1.53 and then try to install it. That error was the only fix of version 1.54.

[red_baron2000]

Originally Posted by Slave

Hi WhSox21 ..
*********************
On the "Usergroup Settings" page .. there seems to be a bug where the Usergroup Settings table is pushed down the page .. see image to see what I mean ..

i am having the same problem..anyone know how to fix this? thank you :surprised:

[WhSox21]

Originally Posted by red_baron2000

i am having the same problem..anyone know how to fix this? thank you :surprised:

What browser? Would you be willing to give me access to check this problem out?