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?

[WhSox21]

Originally Posted by JohnBee

LMAO

Test User has been premanently banned from the demo site :P

No idea what you're talking about?

[lanc3lot]

WhSox21 first of all its a great hack, i currently playing with it a little in my test forum, and i will install it later today i believe in the main.

Can u please tell me, the claim ownership, what its means? U let know to other admins / mods, that u are replying to this ticket? If the answer yes, how the other admins / mods know that?(i mean where it is saying that, or it is just dissapear from the new tickets?)

Thnx


PS

Also if u can, tell me, how can i add a small info box or even more fields, in the page that the user put a new ticket. I want there to ask the user more details about the problem, etc. Is a template i must edit?

[WhSox21]

Yes, that is a template edit and a file edit.

As for the ownership, the idea behind that is say this is installed on a hosting company's site. They have multiple support employees. They take ownership so they can figure out the problem with the ticket and then they resolve it and get credit for it. Once it has been taken ownership to, no one else should be able to see it.

[lanc3lot]

Thnx for the reply, i got it now

Can u please tell me what template and file i must edit?

Thnx again in advance, its a great hack

[ranger2kxlt]

WhSox, can you help me with my issue.... about 5 posts up...

[evenmonkeys]

When a user responds to a ticket that I have already responded to, it sends a PM to me from user ID 1. Is it possible to turn this off? If so, how might I go about doing that?

The following ticket has been updated:
http://forums.site.com/helpd...o=ticket&tid=11

[N2activeWeb]

Before I install I was wondering if it was possible to create a ticket by an email? This way I could have a test user as a moderator who gets the report email then have it send it to the helpdesk. Or is there an easier way a report from the forums opens a ticket? Or can it be added some way? Just curious

[WhSox21]

Originally Posted by N2activeWeb

Before I install I was wondering if it was possible to create a ticket by an email? This way I could have a test user as a moderator who gets the report email then have it send it to the helpdesk. Or is there an easier way a report from the forums opens a ticket? Or can it be added some way? Just curious

This is coming in the 3.5 version. I'm no longer going to develop for 3.0.x and keep working on 3.5.

[MissKalunji]

Originally Posted by WhSox21

This is coming in the 3.5 version. I'm no longer going to develop for 3.0.x and keep working on 3.5.

*clap hands* im just waiting on your hack, article from cinq and arcade to upgrade :nervous:

[Immortal]

I installed it very nicely done!

Is it possible to send a PM or email to X usergroup/user when a new ticket has been opened or replied to?

[yellowchaser]

Ok, I installed everything with no problems. Set the admin group in Admincp to be the only one able to alter depts and usergroup permissions. I created two new departments and assigned groups. I went into usergroup settings and did that stuff.
My problem seems to be, I created a test ticket, was able to take ownership, but when I try to reply to the ticket and hit submit it tells me I do not have access to the page, almost like a permission problem, but I have tripled checked all usergroup and permission settings.

By the way I am doing this as a member of the admin group on a 3.0.7 board

[G0F0RBR0KE]

I did everything correct, set up department and usergroup. Problem is this

There seems to have been a slight problem with the Mystic Gaming v1 database.
Please try again by pressing the refresh button in your browser.

An E-Mail has been dispatched to our Technical Staff, who you can also contact if the problem persists.

We apologise for any inconvenience.

Database error in vBulletin 3.0.7:

Invalid SQL: SELECT DISTINCT userid, username, pmpopup FROM user AS user WHERE ( FIND_IN_SET(Administrators, membergroupids) OR usergroupid = Administrators OR userid = 1) AND userid <> 1
mysql error: Unknown column 'Administrators' in 'where clause'

mysql error number: 1054

Date: Saturday 09th of July 2005 06:37:53 PM
Script: http://mysticgaming.net/forum/forum/helpdesk.php
Referer: http://mysticgaming.net/forum/forum/...o=ticket&tid=2

[WhSox21]

You're using the usergroup names rather than the usergroup ids. You need to change the departments usergroup access from Administrators to most likely 6.

[G0F0RBR0KE]

I put department "Administator" and the UserGroup "Register Users" can you take a screenshot how you set it up. Still trying to fix it

[WhisperPntr]

Not to rush as this system looks amazing for my needs as is. However I'm wondering if you can give a estimate of how much you have done for 3.5.

In addition, Ii'm not going to use this for a helpdesk but a web design/illustration project management script and changing the titles.