Detailed Description
L21 - Help Desk v1.1.2
Designed for Invision Power Board 2.1.4
by LocationLohan
©2005 Simna Web Services -
http://www.simnaweb.comPurpose: This adds a support ticket system functionalities to your board.
This is feature packed, and the amount of features are only going to increase.
Credit goes to .MutanyMonkey for the original idea and that implementation.
No code from the original has been used - just feature concepts.
Below you will find a brief list of features:
* Permissions grid in ACP
* Ability to assign staff members
* Ability to assign staff members to departments
* Make tickets public (private by default)
* Ticket starter assigns ticket to department
* Only staff can reassign tickets to a different department
* Ticket sorting
* Help entry
* Statistics to show how many users are active in the system and ticket/reply counts
* Both editors available, based on member's preference
* Resync and rebuild functions in ACP
* Staff log of actions taken
* Ability to toggle board header/footer stripping
Installation:
* Upload all the files in the ZIP in the uploads directory
* Run the installer located in the /help_desk_setup directory by visiting "http://www.yoururl.com/forumurl/help_desk_setup"
Overview of ACP:
* You will need to set permissions and appoint staff before your Help Desk is opperational
* Visit the 'Components' tab of your ACP and find the area for 'Help Desk'
* Visit the 'Main' page to setup post and view permissions
* The 'Settings' page can mostly be left alone
* The 'Staff & Departments' page is where you appoint members to be operators in the 'Help Desk'
* Once staff are appinted, you can create departments for them to work in (Support, Billing, Member Complaints, etc.)
* Before making your Help Desk operational, be sure that there is at least one department
* The 'Tools' page has some options for rebuilding tickets and the skin templates
* The 'Logs' page is where any staff action (with regards to moderation) is posted ... editing, deleteing, etc.
Overview of Public Side:
* Tickets displayed to non-staff are only public tickets and tickets created by that member
* All tickets are displayed to staff
* Tickets with a red folder are assigned to that member because of that member's department(s)
* Tickets with a blue folder are assigned to another department
Upgrading from 1.1.1 to 1.1.2:
* Upload all the files in the ZIP in the uploads directory
* Run the installer located in the /help_desk_setup directory by visiting "http://www.yoururl.com/forumurl/help_desk_setup"
Upgrading from 1.1.0 [REV 1] to 1.1.1:
* Upload all the files in the ZIP in the uploads directory
* Run the installer located in the /help_desk_setup directory by visiting "http://www.yoururl.com/forumurl/help_desk_setup"
* There are a few files that need to be deleted:
- /jscripts/ipb_help_desk.js
- /modules/mod_help_desk.php
- /modules/mod_help_desk_import_hdx.php (if exists)
- /modules/help_desk (folder and all contents)
- /style_images/1/hd_new.gif
Upgrading from 1.0.0 to 1.1.0:
* Upload all the files in the ZIP in the uploads directory
* Run the installer located in the /help_desk_setup directory by visiting "http://www.yoururl.com/forumurl/help_desk_setup"
* There are a few files that need to be deleted:
- /jscripts/ipb_help_deskentry.js
- /jscripts/ipb_help_deskxml.js
- /modules/help_desk/lib/lib_help_deskfunctions.php
It is as simple as that!
Visit the support topic at Invisionize if you have any problems, suggestions, or find bugs.
Enjoy!
Changelog & Bugfixes:
1.1.1 --> 1.1.2
* The nasty SQL error in ticket list
* Auto-increment error when adding new staff
1.1.0 --> 1.1.1
* Switched files over to use the componenets system instead of legacy modules system
* Installer now installs the header title and url for the component (no manual adding needed anymore)
* Lock/unlock blank redirect fixed
* Supermod priviledges removed entirely
* Lots of spelling errors fixed
* Switched 'New Ticket' button to use the 'New Topic' button
* JS stuff moved from file to templates
* New reply stuff fixed ... post removed upon errors or preview
* Status and department selectors are displayed when appropriate
* Lock, edit, and delete buttons are displayed when appropriate
* Fixed folder indicator in ticket list
1.0.0 --> 1.1.0
* Quick Edit in Ticket removed and shelved for later version
* Multi-mod functions removed and shelved for later version
* File structure changes - nothing big
* Better comments regarding file and function purposes
* SQL structure changes
* Ability to turn on/off board header/footer stripping
* Bugfix with adding department and all members being displyed
* Wrapper spelling error for header image link
* Profile View and Online List Fatal Error problem fixed
* Added new macros for the folder icons instead of using those already existing (stupid tool-tips)
* Sort by clicking header bug
L21 - Help Desk v1.1.2
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