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?

[paulfletcher]

Awesome! Yes, the installer now works. By frontend, do you mean the helpdesk.php file? Because I get an error when I go to that.

print_standard_error(...)
is now redundant. Instead, use
standard_error(fetch_error(...))

Any thoughts?

Thanks,
Paul

[gcphost]

Yes I messed with the helpdesk php file, got past that error, replaced all the querys with either query_read or query_write but there is yet still more that would need to be done, I got helpdesk to load but never to display the correct stuff, tho I only spent 10 mins trying to hack it up for this new vb version..

I might give it another shot, we use Cerberus for support system and heh, to me its easier to use something like this then a whole seperate bloated pos system

[gcphost]

Actually for some odd reason I just reloaded it (didnt chagne anything from yesterday) and guess what?

SOMETHING WORKS!

Help Desk

Help Desk Options

Departments

Usergroup Settings

User Controls

Unresolved Tickets

Resolved Tickets


Add Department


WOO! dunno what all works yet but this is a good start

[gcphost]

Ok guys have at it, works with the latest v of VB!

I had to remove department access thing, only those marked as admin for the system can edit departments, i didnt want to hassle with fixing that code cause its worthless to me.

Other then that Ive yet to see any real issues (some language variables dont transfer), looks good so far, hopefully well get something offical soon instead of my crappy hack.

http://forums.gamecp.com/helpdesk.zip

** I forgot that it doesnt seem to return lines or edit the text and I removed the check for wyswig or text, its wyswig default and its not working properly, yet.

[gcphost]

Ok all now its working better, i removed the check for wysiwyg that would convert to bb code or just post the text, no matter what you use it will convert to the bb code, and it works.

It seemed not to return new lines with convert_wysiwyg_html_to_bbcode so I forced it to nl2br and make new lies, it looks GREAT!

Seems to be doing ok, cant wait to start using it.


New code simply does:

		require_once('./includes/functions_wysiwyg.php');
		$message = convert_wysiwyg_html_to_bbcode(nl2br($_POST[message]), $vboptions['allowhtml']);

Old code:

	globalize($_POST, array('WYSIWYG_HTML', 'message' => STR));
	if (isset($WYSIWYG_HTML))
	{
		require_once('./includes/functions_wysiwyg.php');
		$message = convert_wysiwyg_html_to_bbcode($WYSIWYG_HTML, $vboptions['allowhtml']);
	}
	else
	{
		$message = trim($message);
	}

[paulfletcher]

I keep getting an error when trying to install your updated version of Help Desk... Any thoughts (see screenshot)

Here is the error I'm getting (as seen in screenshot)

Database error in vBulletin 3.5.4:

Invalid SQL:
INSERT INTO settinggroup (grouptitle, displayorder, volatile) VALUES ('helpdesk', '2000', '0');

MySQL Error  : Duplicate entry 'helpdesk' for key 1
Error Number : 1062
Date         : Monday, March 27th 2006 @ 01:11:33 AM
Script       : http://xyztraining.com/admincontrol/helpdesk_install.php?do=install&step=3
Referrer     : http://xyztraining.com/admincontrol/helpdesk_install.php?do=install&step=2
IP Address   : ***.**.**.***
Username     : Paul Fletcher
Classname    : vb_database

Any thoughts? Happens during Step 3.

Thanks,
Paul

[gcphost]

Ya I got that too but ignored it, seemed to cause no foul (check out what the query is).

I belive it only occurs if you click the next button to goto step 3, go back to the installer index and click step 3 and it will do the real stuff.

E-mail based ticket support integration here we come.. maybe after we debug this hacked update

** Your duplicate key error is from running it twice, I got these too -- you can use the uninstaller and click each install step link if you want but you should be fine nevertheless.. make sure you do the only template mod to add it in the navi.

[Derekclarke]

Does this support 3.5.4?

Thanks
Derek

[paulfletcher]

Not officially, but people like gcphost are trying to make it work... It's a start, I'm trying what you suggested now, about the installing thing.

Thanks,
Paul.

[paulfletcher]

It works! What are the departments for? So those aren't working? Anyways, if I want our tutorial instructors to be able to respond and help other people out... Do I just add there user-group ID in vB Options > Help Desk section?

Thanks,
Paul

[paulfletcher]

I'm not able to access the departments, even though I'm admin... Possibly I don't have the latest version you created?

Thanks,
Paul

[gcphost]

Only thing thats broke is Usergroup Settings > Managed > the saved settings do not display correctly, you will need to re-select each item when you make changes, the settings ARE SAVED properly.

Departments > Usergroups:
This is the ID # of the group whom you want to manage the tickets, you must have this assigned for it to work properly and you also must have 'admininister access' to view the usergroup and overall ticket settings, not the way it should be but the only way I could get it for now (cause it works fine that way for me).

If you want to add additional user groups to have access you can modify the helpdesk wrapper template looking for:

<if condition="is_array($administeraccess)">

Then hard-coding your group ids, dunno if this works but something like:

<if condition="is_array($administeraccess) || $_REQUEST[usergroupid] == 'GROUPID'">

That might work to hard-code the groups, I didnt want to mess with redoing to much of his original code so I just hacked it up for admins only.


IT WORKS ON 3.5.4 BUT DOES NOT 'SUPPORT' IT
I hacked it up to get it loaded on 3.5.4, wasnt to much to it but its not 100% perfect so hopefully something official will be made soon, this thing is cool as ice.

[paulfletcher]

I do not see the two extra options that are supposed to appear to the left... Any thoughts?

[gcphost]

What options are those?

[paulfletcher]

I'm unable to access the usergroup settings where I can update who can do what. I'm logged in as Admin, although I don't see usergroup settings, so I can enable who can submit tickets.

Thanks,
Paul