Help Desk module its done

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carlos.camacho
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Joined: Thu Mar 05, 2009 8:02 pm

Help Desk module its done

Postby carlos.camacho » Thu May 07, 2009 6:13 pm

Hola, acabo de terminar el modulo de soporte tecnico para mi universidad aproximadamente tenemos 2000 usuarios y existia un sistema en php para administrarlos, ya esta integrado al Group office, la aplicacion esta formada por dos modulos, uno que es la vista al usuario final, lo que le permitira hacer una solicitud de soporte y ver el estado de la misma a medida que se procesa. Y la otra que es la vista del administrador, que permitira asignarse los soportes, modificarlos (mas no borrarlos) y generar estadisticas en pdf para monitoreo del personal...
Anexo unos screenshots, lo unico que le falta es que los mensajes estan escritos por defecto en español (no hay traduccion a otros idiomas) me gustaria colocarlo como un aporte al Group Office.
Saludos!!!!!
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3.JPG
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carlos.camacho
Posts: 62
Joined: Thu Mar 05, 2009 8:02 pm

Re: Help Desk module its done

Postby carlos.camacho » Thu May 07, 2009 6:14 pm

Mas imagenes
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5.JPG
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4.JPG
4.JPG (60.09 KiB) Viewed 10181 times
kaotx
Posts: 3
Joined: Fri May 08, 2009 1:55 pm
Location: Italy

Re: Help Desk module its done

Postby kaotx » Fri May 08, 2009 1:58 pm

Very good, at this time i need exactly this. Can i download this module?

Thank you...
carlos.camacho
Posts: 62
Joined: Thu Mar 05, 2009 8:02 pm

Re: Help Desk module its done

Postby carlos.camacho » Sat May 09, 2009 2:00 am

Claro que si solo tengo que subirlo, de echo todos los mensajes estan en español, seria buenisimo si me ayudaras a colocarlo tambien en ingles y asi ver si se puede agregar como un modulo para el Group Office, no me encuentro en el trabajo pero el lunes lo subo.!!!!
Saludos!
mschering
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Re: Help Desk module its done

Postby mschering » Mon May 11, 2009 7:30 pm

Looks nice. We are working on a helpdesk module too though! It's almost complete.
Best regards,

Merijn Schering
Intermesh
carlos.camacho
Posts: 62
Joined: Thu Mar 05, 2009 8:02 pm

Re: Help Desk module its done

Postby carlos.camacho » Tue May 12, 2009 3:21 pm

Hi, and in the config file must be this line
Where this 4 is the gid of the admin support group.
because when a usser try to assign a support to another user we see a combobox with all user that belongs to this group (not regular users).

//Definicion del grupo de soporte... por defecto es 4 porque si no hemos creado ningun grupo
//y creamos el grupo soporte se crea con id 4, y sirve para asignar el soporte a otros administradores...
$config['id_grupo_soporte']="4";
Attachments
soporteadmin.rar
Admin view of the help desk module
(151.13 KiB) Downloaded 691 times
soporte.tar.gz
User view of the help desk module
(4.42 KiB) Downloaded 625 times
carlos.camacho
Posts: 62
Joined: Thu Mar 05, 2009 8:02 pm

Re: Help Desk module its done

Postby carlos.camacho » Tue May 12, 2009 3:23 pm

Check the database name before execute this query....
Attachments
sm_soportes.rar
This is a sql to load the table for this module
(1.63 KiB) Downloaded 677 times
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Mr.Magoo
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Re: Help Desk module its done

Postby Mr.Magoo » Mon May 18, 2009 9:37 am

Looks good.
As I'm new to GO, could you tell me how to install this module?
"People, let's do it to them, before they do it to us!”
...Hillstreet Blues
carlos.camacho
Posts: 62
Joined: Thu Mar 05, 2009 8:02 pm

Re: Help Desk module its done New version

Postby carlos.camacho » Tue May 19, 2009 7:53 pm

His, this version has a few updates 0 bugs! :P
To install this module you need to do this...

- The two folders put it them into the modules folder
- update your Group office Database with the sql so you add a new table to store the supports
- modify your config.php and add the config line that is up
-Its done.
Well you just have to install the module frm the modules view and add the user that can see this modules...


I will like if this module can be putted into GO is this possible any changes i have to make i will do this changes
Regards.
Attachments
modules.rar
This zip contains 2 modules
(239.16 KiB) Downloaded 706 times
mschering
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Re: Help Desk module its done

Postby mschering » Thu May 21, 2009 6:30 am

If you add the install sql into install/install.sql it will be added to the database automatically.
Best regards,



Merijn Schering

Intermesh
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Mr.Magoo
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Re: Help Desk module its done

Postby Mr.Magoo » Thu May 28, 2009 8:41 am

Thanks for the explanation. I'm going to try this out, and let you know.

Mr.Magoo
"People, let's do it to them, before they do it to us!”
...Hillstreet Blues
carlos.camacho
Posts: 62
Joined: Thu Mar 05, 2009 8:02 pm

Help Desk module its done

Postby carlos.camacho » Thu Jun 11, 2009 2:29 pm

Help desk module V3..
Adds support reasigment
Logs for finished supports
Regards
Carlos Camacho
Attachments
soporte.rar
Soporte view
(7.45 KiB) Downloaded 619 times
soporteadmin.rar
Soporte admin module
(235.65 KiB) Downloaded 627 times
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Mr.Magoo
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Re: Help Desk module its done

Postby Mr.Magoo » Thu Jun 25, 2009 9:52 am

First of all, thanks for the update of your Help Desk Module, Carlos!

I installed V3 of your module, and ran into a bug.
When I try to re-assign a supportcall to another administrator, the following error appears:

Code: Select all

Fatal error:  Call to undefined method supports::get_mail_user() in <GO3_rootdir>\modules\supportadmin\action.php on line 88


I traced the error down to script "<GO3_rootdir>\modules\supportadmin\action.php".
This script attempts to mail a notice of the re-assignment in statement:

Code: Select all

mail($soporte->get_mail_user($_POST['user_id']),"Te ha sido asignado un nuevo soporte.","Te ha sido asignado un nuevo soporte en el sistema\nde soporte de la Facultad de Ciencias - CIENSNET. \n\nFavor verifica el sistema a la brevedad posible.\n\nDatos de la solicitud:\n\n".$datos_soporte);


The method "$support->get_mail_user( <user_id>)" is unknown. I could not locate a definition of this method anywhere.
Perhaps forgot to include a block of code or file???

Mr.Magoo
"People, let's do it to them, before they do it to us!”
...Hillstreet Blues
carlos.camacho
Posts: 62
Joined: Thu Mar 05, 2009 8:02 pm

Re: Help Desk module its done

Postby carlos.camacho » Wed Jul 01, 2009 6:22 pm

The method is defined here classes/soportes.class.inc.php
Do you have configured your config.php with the variables
$config['id_grupo_soporte']="4";

where 4 is the id of the support team group
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Mr.Magoo
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Re: Help Desk module its done

Postby Mr.Magoo » Thu Jul 02, 2009 9:38 am

Yep, you're right, I found it.

Thanks!
Mr.Magoo
"People, let's do it to them, before they do it to us!”
...Hillstreet Blues

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