The Arcive of Official vBulletin Modifications Site.

HelpDesk v1.63 · **Released**: 02-26-2005

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?

freebase69 · #**482** 05-13-2005, 05:19 AM

/installed with no issues.

Love it.

Thanks

deta · #**483** 05-13-2005, 05:30 AM

Quote:

Originally Posted by WhSox21

I have no idea what you mean by this?

If a new ticket is provided, which the Admin or entitled person is informed by pn about it.

cu Deta

mpadc · #**484** 05-13-2005, 10:01 AM

Quote:

Originally Posted by deta

If a new ticket is provided, which the Admin or entitled person is informed by pn about it.

cu Deta

Great one

u know what happened lol

for department settings i accidenetly set registered usergroups under the department settings

everytime someoen wrote/replied to a ticket it mass pmed all several thousand of my forum members lol! then the members seeing this went to the helpdesk and started replying to the ticket as if it was some sort of thread which sent out more MASS pms!
:up:
got it sorted though

nice addition to the hack

mpadc · #**485** 05-13-2005, 10:11 AM

ok one thing how do u change the default PM sender?

at the moment its set to 1 which is an administrator

however i wanna create a bogus account which sends out the helpdesk notificatiosn PM

what do i modify exactly?

MattKeys · #**486** 05-14-2005, 06:35 PM

Well, I've seen a few things that I think should be changed/fixed. As there are already 33 pages of this thread I don't have time to go read all of the posts to see if someone mentioned this already, if it is just ignore me.

Fix:
Well, this most likely won't effect many people now that I think about it, but it may be better to fix anyway. If you are the only person in your group to get the ticket, and you send the ticket yourself (i was testing it out), you will get permission denied.

Sugguestion:
Make it pm everyone in the group that there is a *NEW* ticket, not just updated one.

I made both these fixes myself so it doesn't matter much to me, but for everyone else's sake. Before I did the fix I was telling everyone to submit it, then hit reply and say something else so that it would PM me and I didn't need to go look every 5 min. lol.

Oh, and mpadc:

Open helpdesk.php
Find: ('1'
Replace: ('insert userid here'

Edit:
Eh, I'll post what I did so you don't need to think so hard, btw, love the Addon.

The "Fix":
Open "helpdesk.php" (duh)
Find:

PHP Code:


			
    $updatequery = $DB_site->query("SELECT DISTINCT userid, username, pmpopup FROM " . TABLE_PREFIX . "user AS user WHERE (".$condition." OR userid = $ticketusergroups[postuserid]) AND userid <> $bbuserinfo[userid]");

Replace With:

PHP Code:


			
    $updatequery = $DB_site->query("SELECT DISTINCT userid, username, pmpopup FROM " . TABLE_PREFIX . "user AS user WHERE (".$condition." OR userid = $ticketusergroups[postuserid])");

Find:

PHP Code:


			
    while ($userinfo = $DB_site->fetch_array($updatequery))

    {

        sendprivatemessage ($userinfo, 'The following ticket has been updated:

[URL]'.$vboptions[bburl].'/helpdesk.php?do=ticket&tid='.$_REQUEST['tid'] . '[/URL]', 'HelpDesk Ticket Update');

    }

Replace With:

PHP Code:


			
    while ($userinfo = $DB_site->fetch_array($updatequery))

    {

        if ($bbuserinfo[userid] != $userinfo[userid]){

            sendprivatemessage ($userinfo, 'The following ticket has been updated:

[URL]'.$vboptions[bburl].'/helpdesk.php?do=ticket&tid='.$_REQUEST['tid'] . '[/URL]', 'HelpDesk Ticket Update');

        }

    }

Thats it for the fix.

Haven't done php in a while, if this is wrong just lemme know so I can take it down so I don't mess people up (works for me though).

Julie · #**487** 05-16-2005, 09:06 PM

MattKeys, would your above post fix the issue of a update-pm being sent to everyone, not just the Administrator? Or is it for something else?

WhSox21 · #**488** 05-16-2005, 09:16 PM

Quote:

Originally Posted by Julieh

MattKeys, would your above post fix the issue of a update-pm being sent to everyone, not just the Administrator? Or is it for something else?

No that's not a fix for that. Nor is that a bug. That is a misconfiguration on your part of the Departments. If you configure them correctly then users will not recieve that PM.

MikeWarner · #**489** 05-17-2005, 11:31 AM

One major item is missing from this great hack.

Many tickets ask things like "Why can't I post?", "Can I change my username?" etc. This means I have to go to the admin CP and do a search for their username.

If their username whenever shown in the Help Desk was linked to their public profile, it would make things much easier to admin. I hope this can be added into a future release.

Thanks.

rokkyu · #**490** 05-18-2005, 03:12 PM

Hey I wanted to say great hack!! Now I am missing one thing.. how do you take the ticket over? I thought maybe replying would do the trick but I am not sure how this works. Other then that it works peachy!

rokkyu

WhSox21 · #**491** 05-18-2005, 03:34 PM

You must use the drop down and click claim ownership. Once you do that it's in your ownership.

WhSox21 · #**492** 05-18-2005, 03:36 PM

Quote:

Originally Posted by MikeWarner

One major item is missing from this great hack.

Many tickets ask things like "Why can't I post?", "Can I change my username?" etc. This means I have to go to the admin CP and do a search for their username.

If their username whenever shown in the Help Desk was linked to their public profile, it would make things much easier to admin. I hope this can be added into a future release.

Thanks.

That would be rather easy. All it would be is a template modification.

rokkyu · #**493** 05-18-2005, 04:07 PM

Quote:

Originally Posted by WhSox21

You must use the drop down and click claim ownership. Once you do that it's in your ownership.

Well I dont have a Claim Ownership drop down I can see. I have all the permissions set right.

rokkyu · #**494** 05-18-2005, 04:09 PM

Come to think of it I dont see close ticket either.

rokkyu · #**495** 05-19-2005, 06:26 PM

Anyone have any ideas? I installed everything properly.

WhSox21 · #**496** 05-19-2005, 06:30 PM

Sorry for the delay. I didn't get updated with the reply to the thread. Anyways, this would be a permissions problem. That's the only reason it would not be showing in the drop down.

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