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 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]

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]

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

[rokkyu]

Anyone have any ideas? I installed everything properly.

[WhSox21]

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.

[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