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?

[red_baron2000]

Originally Posted by pbw

Just wondering if we should use the prior modifcation mentioned to enable pm/email notification on new tickets. Or if this will be added soon. I'm not trying to nag you to add this feature as i'm sure you're probably busy with more important things. It's just that this is what i'm waiting on before opening the helpdesk to my community members.

Thanks

maybe this can help in the meanwhile

https://vborg.vbsupport.ru/showpost....&postcount=312

[TopeeGuy]

Originally Posted by red_baron2000

maybe this can help in the meanwhile

https://vborg.vbsupport.ru/showpost....&postcount=312

I tired it... it didn't work.

[evenmonkeys]

URGENT

Found a very large problem. When a ticket is submitted, they are given a URL. If they change the number of the ticket in that URL to a different number, you can view other users tickets. That completely nulls the usage of the Usergroup Settings.

http://forums.website.com/helpdesk.php?do=ticket&tid=6

If you change the number 6 to the number 7, you can view the next ticket AND you can reply to it.

You really need to fix this.

[Boofo]

Will this install and work on any vb version before 3.07?

[WhSox21]

xYarub - That is a problem with the reply. Although, I made it so it was intended that you can read all tickets, but you shouldn't be able to reply to them. I'll fix that tonight and send out an update.

Boofo - This will work with any 3.x series. It only uses vBulletin's usergroup settings and vBulletin Options. So it will work on any series.

[pbw]

Originally Posted by red_baron2000

maybe this can help in the meanwhile

https://vborg.vbsupport.ru/showpost....&postcount=312

Thanks red baron, i'll definately apply the tip shortly (might as well wait on the update for now). Your post was actually exactly the one i was referring to

good stuff, a help desk feature i can't live without. Far too busy/lazy to manually check all day, and expect other staff to all do the same.

Originally Posted by WhSox21

I made it so it was intended that you can read all tickets

imo, this is a very bad idea to do intentional. People requesting support for various things tend to include sensitive information within their ticket. If it wasn't semi private/sensitive, then they probably would just post it publically.

[evenmonkeys]

He told me that he would be working on a fix to prevent other users from viewing and replying.

[SpanishHarlem]

ok Call me stupid. I am fairly new to VB and I have the file uploaded but now I am not sure how to run it or where in admin directory. Can anyone please help?

Thank's muchly.

[WhSox21]

SpanishHarlem - read the install.txt file in the zip file. It tells you how to install it. Just call the file in your browser...

[WhSox21]

What's this? The long awaited version upgrade? :surprised:

Anyways, I fixed the bug where anyone could view the ticket. It now only allows usergroups who are primary usergroups or have membership usergroup id as one of thier usergroups, or obviously if you're the ticket creator.

This now also sends a PM to EVERY user of the department where the ticket is updated. If a ticket is updated it will now send any user a PM notifying them of the update!

Let me know of any bugs in this!

I'll also be sending out an update here in the next few minutes.