Re: xHelp First Release Available!I forgot to include this in my announcement, but I wanted to recognize all the hard work put in by ejuden01 to help me get this application ready.
Re: xHelp First Release Available!This is a outstanding module, I've been monitoring this one with great interest.
There are only a few things that could make this module better and of course this is only my opinion.
This module would be far better if it was also able to work like a FAQ, in the way that members submit a ticket, they get answered, if the staff feel it should be allocated into the FAQ for other members then it can be, this way you don't always have to repeat yourself, and should the same question be asked through a ticket you can then direct them to the appropriate url, and close ticket once user is happy, with option of not putting it in the FAQ, a module which come to mind when thinking of FAQ is SmartFAQ, if these two modules were combined this would make a awesom result.
Again this is only my opinion.
But this is excellent work, keep it up.
Re: xHelp First Release Available!thanks for the comments. We have talked about integrating with SmartFAQ.
What I had in mind was:
User submits ticket
Staff member answers ticket.
Once resolution is determined, staff member updates ticket, pointing to any FAQ/KB articles to fix the problem (perhaps an option to create a FAQ from the ticket).
Future similar tickets recommend these articles to the user automatically upon submission.
Staff member is also recommended these articles for reference in dealing with the ticket.
Obviously just conceptual at this point. I have in mind a way to implement this (but don't want to let the cat out of the bag until I know it works).
We have a ton of neat features still planned, but want to make sure the base application is stable before attempting to code them 
Re: xHelp First Release Available!I should clarify that when I say "integrating with SmartFAQ" I'm not talking about making one super-module that comprises both applications' feature set, but a mechanism for xHelp to access information stored in SmartFAQ (or perhaps any other FAQ/KB type module developed) using a plug-in type system.
Re: xHelp First Release Available!Very nice module Ackbarr. Seems to be moving in a nice direction.
Any plans to do e-mail pipping down the road? Would be awsome if this truely turned into a viable helpdesk system like Kayako (http://www.kayako.com/).
I haven't loaded the module yet, but does it keep a history of tickets for each user? Also does the admin have the ability to review old tickets by user?
The above is something I have great use for and may be able to contribute some development time to in the near future.
Re: xHelp First Release Available!Quote:
Any plans to do e-mail pipping down the road? Would be awsome if this truely turned into a viable helpdesk system like Kayako (http://www.kayako.com/).
I haven't loaded the module yet, but does it keep a history of tickets for each user? Also does the admin have the ability to review old tickets by user?
Re: xHelp First Release Available!Hi ackbarr
Wowww, what a nice module.
Beside its features that are really great, it has a wonderful layout too. I love the blocks, etc.
Coming from where it comes I´m shure this is only a very promising begining
I´ll be proud to make a translation to portuguese, if you think that´s the right moment.
Thanks for sharing
Re: xHelp First Release Available!Love the module.
The only things I'd like to see, one of which you have mentionned above I think. These suggestions com from the fact that I use osticket presently and like it's ease of use.
1. allow anyone to open a ticket using their email.
2. being able to set a distinct email address for alerts on new tickets. Reason for this is that I use my SMS on my cellular phone to get notified of new tickets. (Yes, just repeating myself 
)
Thanks.
Re: xHelp First Release Available!Quote:
1. allow anyone to open a ticket using their email.
2. being able to set a distinct email address for alerts on new tickets. Reason for this is that I use my SMS on my cellular phone to get notified of new tickets. (Yes, just repeating myself )
Re: xHelp First Release Available!wcrwcr wrote:
Quote:
Wowww, what a nice module.
Beside its features that are really great, it has a wonderful layout too. I love the blocks, etc.
Coming from where it comes I´m shure this is only a very promising begining
I´ll be proud to make a translation to portuguese, if you think that´s the right moment.
Re: xHelp First Release Available!ackbar
do u think is better to wait for a new beta to start the translation process?
Re: xHelp First Release Available!until it hits 1.0 (and I plan on several releases between then and now) the language files are going to change frequently. I'd hate for languages other than English to wait until then. What I would rather do is setup a list or forum on the development site, where changes to the language files can be posted. That way translators know much sooner about these changes.
Re: xHelp First Release Available!ok ackbar
I´ll keep myself informed and maybe wait till the 1.0 version which I hope to be released soon.
Thanks
Re: xHelp First Release Available!This sure looks like a neat module, but I have a problem. After adding departments and trying to add staff I get the following error message...
You must add departments before adding staff!
...followed by a link to the Dept. Admin page.
I have checked the xhelp_departments table and there are records in there.
Any idea of what's wrong?
(XOOPS 2.0.5)
Re: xHelp First Release Available!Ackbarr, this is a superb module, not only have you selected a great choice of functions, but its also pleasing to the eye and intuitive to use.
Ive been playing with the module and I think it would be easy to adapt it into a genuine task manager , by some judicious changes in the language files. ie Departments become Jobs and tickets become tasks. The tracking, allocation and notification sytstem works for both concepts.
BTW I had a small problem... when I set any group permissions I get a "you dont have permission to access this area" message and I get thrown out of admin. (XSAS 2.0.6) Mmmm?
Great work, this is an exciting day!
Re: xHelp First Release Available!Quote:
This sure looks like a neat module, but I have a problem. After adding departments and trying to add staff I get the following error message...
You must add departments before adding staff!
...followed by a link to the Dept. Admin page.
I have checked the xhelp_departments table and there are records in there.
Any idea of what's wrong?
Re: xHelp First Release Available!carnuke - The group permissions were supposed to be removed prior to this release. We had not decided how we were going to use them yet. The link in the popup menu has been removed for future builds already. For more information about this, please see this bug report on the xHelp Development Site.
Re: xHelp First Release Available!aerialis - in addition to the information I asked for above. Could you also try going to the "Manage Staff" page with mysql debugging enabled? If any queries failed, please respond back with them.
Re: xHelp First Release Available!Quote:
In the meantime, can you tell me what version of PHP, MySQL, Apache and what Server OS are being used for this site?
Re: xHelp First Release Available!Great module ... I generally use perldesk for supporting tickets, but most of the functions are here.
1 that I would add would be for staff to be able to add tickets on behalf of users.. telephone support idea.. The user box was greyed when I was logged in as xhelp_staff
Re: xHelp First Release Available!Quote:
1 that I would add would be for staff to be able to add tickets on behalf of users.. telephone support idea.. The user box was greyed when I was logged in as xhelp_staff
Re: xHelp First Release Available!Aerialis - the reason it doesn't work came to me while sleeping . Bad news is, I was wrong when I wrote that xHelp worked in 2.0.4+ because it uses a feature added to the Criteria class in 2.0.6.
Good news is, the changes in the Criteria class are backwards compatible with older versions of XOOPS, so if you took the /class/criteria.php script from XOOPS 2.0.6 (or even better, the latest XOOPS version) everything would be A-OK.
For those interested in the techno-babble, the class in 2.0.6 added two new optional parameters, prefix and function, to the Criteria::Criteria function that makes working with advanced SQL queries much easier. Prefix lets you specify the table or alias that contains your field (useful with multi table joins) and function lets you utilize SQL functions in the WHERE clause like this:
WHERE SUM(field) > 5
Re: xHelp First Release Available!Quote:
Aerialis - the reason it doesn't work came to me while sleeping
Good news is, the changes in the Criteria class are backwards compatible with older versions of XOOPS, so if you took the /class/criteria.php script from XOOPS 2.0.6 (or even better, the latest XOOPS version) everything would be A-OK.
Re: xHelp First Release Available!Ah, I didn't have the patiente to wait 'til tomorrow. I had a go at it right now and it worked!
Thanks!
xhelp bug or design intention.first, thank you!!! Im very excited!
I think this is a bug, and if there is a better place to report it please let me know.
After a ticket has been submitted by a user, when I change the status to: OnHold, it does not appear in the submitters "My Open Tickets" block. It will however appear in the "All Tickets" block.
Also, the same ticket does not appear for xhelp support desk members in the the "Open Tickets Assigned To Me" Block.
even though a ticket is on hold, it is still considered to be "Open", because it needs some kind of followup before it can be closed.
Is this the way the functionality was intended?
Re: bug?rcjohnson - Until now, Open meant Status = Open, Closed meant Status = Closed, and Hold put the ticket into limbo, neither open or closed. I think I agree with you, though. On Hold tickets are not closed, so they should be considered open.
Bug reports should go in the xHelp development site. I took the liberty of adding your issue already.
* Update - I added a couple of possible ways to deal with this question in the bug report. If anyone has feelings on the subject, please add your comments to the bug report. Thanks!
Re: xHelp First Release Available!Extra ! Excellent work
i translate it in french for next week
it's perfect
Re: xHelp First Release Available!cant set permissions, says i do not have perimissions to set the permissions when i am the webmaster for the site....?
Re: xHelp First Release Available!Chris03 - asked and answered:
Quote:
carnuke - The group permissions were supposed to be removed prior to this release. We had not decided how we were going to use them yet. The link in the popup menu has been removed for future builds already. For more information about this, please see this bug report on the xHelp Development Site.
Re: xHelp First Release Available!I get hte same error with XOOPS 2.0.14-RC1
You must add departments before adding staff!
I have added a department. If I add the same dep again I get an error that that dep already exists.
I can also see the dep via phpmyadmin
Running on latets debian sarge with apache 2.0xx and php 4.2xx
| Stats | |
| Goal: | $100.00 |
| Due Date: | Nov 30 |
| Gross Amount: | $0.00 |
| Net Balance: | $0.00 |
| Left to go: | $100.00 |
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