vBulletin LTS

HelpDesk v1.63
Mod Version: 1.63, by WhSox21

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

Spoiler (click to open)

First off what exactly is this for? This option is to give certain usergroups the ability to manage the departments and usergroup settings. Once a usergroup is given access then there will be two links on the left hand side once you access helpdesk.php. Here is how you go about doing this:

1. After you installation, you will head to your AdminCP directory.
2. Goto vBulletin Options and find HelpDesk at the very bottom and edit its settings.
3. Once you've done this click you will see a title that says: "Usergroups With Department Access and Usergroup Settings". Enter in the usergroup ids which you want to give access to managing the departments and usergroup settings. Separated by commas!

The usergroups that are part of the ones you added to the list will not see two new links on the left hand side which will be: "Departments" and "Usergroup Settings".

Now we're done with that part!

Close

Usergroup Settings

Spoiler (click to open)

Usergroup settings. OK this is one of the most important sections. This is where you're going to limit the usergroup's settings based on their ability to do actions in the helpdesk. It's fairly simple to understand but here is what I would recommend setting for a few of the usergroups:

Any usergroup that you just want the ability to create tickets and not manage anything. This would be usergroups such as Registered Members. I would set the settings to something like this:

Registered Users:
Can Create Tickets - Yes
Can Edit Tickets - Yes
Can Delete Tickets - Yes
Can Resolve Tickets - Yes
Can Unresolve Tickets - Yes
Can Claim Ownership of Tickets - No
Can Unclaim Ownership of Tickets - No
Can Edit Any Ticket - No
Can Delete Any Ticket - No
Can Resolve Any Ticket - No

Moderators:
Can Create Tickets - Yes
Can Edit Tickets - Yes
Can Delete Tickets - Yes
Can Resolve Tickets - Yes
Can Unresolve Tickets - Yes
Can Claim Ownership of Tickets - Yes
Can Unclaim Ownership of Tickets - Yes
Can Edit Any Ticket - No
Can Delete Any Ticket - Yes
Can Resolve Any Ticket - Yes

Administrators:
Can Create Tickets - Yes
Can Edit Tickets - Yes
Can Delete Tickets - Yes
Can Resolve Tickets - Yes
Can Unresolve Tickets - Yes
Can Claim Ownership of Tickets - Yes
Can Unclaim Ownership of Tickets - Yes
Can Edit Any Ticket - Yes
Can Delete Any Ticket - Yes
Can Resolve Any Ticket - Yes
Can Unresolve Any Ticket - Yes

You can set this to how you desire but they will need to be set for each usergroup. After the installation every usergroup will be set to 'No' for every option.

Unregistered Users - You cannot yet allow unregistered users to create tickets. This will be released in a future version!

Close

Managing Departments

Spoiler (click to open)

Departments, what is this section for? Well this is where you will create and manage your departments. The usergroup setting in this area is for usergroups who have access to manage the departments not the usergroups who can create tickets for that department. These usergroups should once again be seperated by commas. The display order is for just that. Which order you would like the departments to be displayed when they are in the drop down menu. That's basically all you need to know for this section.

Close

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

Spoiler (click to open)

I like it ... good job.

Some quick fixes..

Code:

define('NO_REGISTER_GLOBALS', 1);
define('GET_EDIT_TEMPLATES', true);

Code:

// pre-cache templates used by all actions
$globaltemplates = array(
	'HELPDESK_SHELL',
	'HELPDESK',
	'helpdesk_ticket',
	'helpdesk_ticketlist',
);
// pre-cache templates used by specific actions
$actiontemplates = array(
	'newticket' => array(
		'helpdesk_newticket',
	),
	'mytickets' => array(
		'helpdesk_message',
	),
	'newreplies' => array(
		'helpdesk_message',
	),
	'ticket' => array(
		'helpdesk_quickreply',
		'helpdesk_reply',
	),
);

Suggestions:

pagenav
search facility

Close

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?
https://www.paypal.com/xclick/business=WhSox21%40cinci.rr.com&no_shipping=1&cn=vBulletin.org+Username&tax=0&currency_code=USD&item_name=HelpDesk%20Donation