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?

[Tom1234]

rokkyu, are you on a Mac? There might be a problem with the drop down with at least one browser on the Mac.

[rokkyu]

Nope not on a Mac. What type of permission? Because all the admin permissions are given as far as I can tell in teh admincp areas.

[WhSox21]

There's your problem then. Sounds like you didn't do this:
Giving Access to the Departments and Usergroup Settings

[rokkyu]

Ok I found out what I was doing. I was looking in the wrong area. I found out you have to click the ticket and open it up then in the upper right hand side the options are in ticket tools drop down. Honestly I think all of that should be in the administer side because as you can tell it was hard to find it at first.

Thanks for the help.. pointed me in the right direction.

rokkyu

[Stachel]

Really nice.

Stachel

[Stachel]

I'd like to change the automated email / pm message

From: The following ticket has been updated

To: The following question has been updated

However:
Languages & Phrases --> Search in Phrases --> Phrase Text and Phrase Variable Name

for: following ticket

results in: No Phrases Matched Your Query

How could this be??

I see that phrase in an automated PM that my test account received.

Where do I change it?

[MissKalunji]

i dont know if this was asked before but will this work with 3.5.0?
Thx

[rjordan]

Originally Posted by MissKalunji

i dont know if this was asked before but will this work with 3.5.0?
Thx

I do not think this question can be honestly answered (for any modification) until 3.5 has been released in some form.

[Stachel]

Could someone with this hack installed please

Search in Phrases

for: "following ticket"

and tell me if they find it?

Any guesses how I'd change that to "following question" ?

Stachel

[MissKalunji]

Originally Posted by rjordan

I do not think this question can be honestly answered (for any modification) until 3.5 has been released in some form.

okay sorry

[TheMusicMan]

How do I change the contained URL in the new reply PM Notification to open in _self rather than in _blank...?

Thanks....

[Stachel]

Just searched this thread for faq.php

Looking to see if anyone has integrated the vBulletin FAQ Manager with this excellent Help Desk

If I get the courage, I'm going to try to mod this hack so that the display looks like this as in the graphic.

Goal: Encourage the user to read the FAQ before creating a Help Desk Ticket

(I already changed "ticket" to "Question" because that is what it is, and ticket sounds more jargon-ish to me.)



Stachel

[MissKalunji]

Originally Posted by Stachel

Just searched this thread for faq.php

Looking to see if anyone has integrated the vBulletin FAQ Manager with this excellent Help Desk

If I get the courage, I'm going to try to mod this hack so that the display looks like this as in the graphic.

Goal: Encourage the user to read the FAQ before the create a Help Desk Ticket

(I already changed "ticket" to "Question" because that is what it is, and ticket sounds more jargon-ish to me.)



Stachel

that would be great!!

[WhSox21]

I'm planning on developing this hack into a plugin as soon as vB3.5 is released. What do you guys think of making it more like vBulletin's bug reporting system.

Although this hack will no longer be supported on vBulletin.org it will be supported on vBulletinplugins.com once I release it.

I'll be looking for more feedback in the coming (couple) week(s). Keep in mind this hack will stay free although it may change a little.

[Stachel]

WhSox21,

In order to force users to see the FAQ first before entering a trouble-ticket, I decided to simply try to display it above (on top of) the helpdesk screen.

I was able to get the FAQ button to appear by adding this to template HELPDESK_SHELL below $navbar


.
.
.
$header
$navbar

<!-- faq.php button addition -->
<table cellpadding="0" cellspacing="0" border="0" width="100%" align="center">
<tr valign="top">
<td align="left" valign="top" width="67" height="31"><a href="faq.php?$session[sessionurl]"><img src="$stylevar[imgdir_misc]/hdr_nav_faq.gif" width="67" height="31" border="0" alt="" /></a></td>
</tr>
</table>
<!-- end faq.php button addition -->

<!-- table to support left column nav -->
.
.
.etc...



However, that succeed in just getting the button to appear.

What I'd really really really like is:
the content that appears when I click the FAQ button to be on top of the helpdesk content
when someone goes to helpdesk.php

Solution tried:

In template HELPDESK_SHELL, added below $navbar


.
.
.
$header
$navbar

<!-- FAQ template guts addition -->

contents of FAQ template
(excluding the $navbar and above or $footer and below because it's already in this HELPDESK_SHELL template)

<!-- end FAQ template guts addition -->

<!-- table to support left column nav -->
.
.
.


but that didn't work. It just gave me a mucked up search box and no FAQ. :disappointed:

How could that not work !?!

Any ideas for what to try?

Stachel