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There arent too many forum permissions that affect SD from what I remember.

This has me scratching my head just a bit.

I have only 3 members on my test site right now.
I admin, 1 g mod, and 1 reg.

I posted a new tick with my reg, log in with my G mod (staff) and I can see it and interact with it kust fine.

And just to be sure what the global moderator sees, there should be a number next to the menu tab, if there is a new ticket,right?  A ticket that has not been assigned, I mean.  I do see it as an admin, but I just wondered what the g. mod is supposed to see.

assuming you did as suggested that should not affect it either

No, you're right.  I just unarchived the zip file and uploaded an unedited language file to the server and it changes nothing.  Bummer.  I thought I was closing in on it.

I've racked my brains and there's only one thing I can think of...  I had an earlier thread here:

https://www.simpledesk.net/community/index.php?topic=2192.msg18500

We wanted to change it from "Help Desk" to "Medical Desk" (although not in the admin area, just in the forum).  So, maybe I edited something incorrectly in the languages file that may be affecting this?  Is that a possibility? 

It's a mystery.   

Especially since your test functioned correctly.  Just flat out odd! 

Could general forum permissions affect this, or is it pretty much stand-alone, in that regard?

All looks fine there
and what about the section below that, where it shows what groups are in this staff role and what department(s) it applies to?

Below the permissions, under "Assign Role Group" global moderator is checked.  Under "Assign Role Department" Help Desk Staff is checked.

I wonder if, for some bizarre reason, it might be a good idea to uninstall and reinstall?  I don't remember editing files that might effect SimpleDesk's behavior, but anything's possible.  What do you think?

Thanks so much; I've attached two screenshots, since the permissions extended past the screen.  Below the permissions, under "Assign Role Group" global moderator is checked.  Under "Assign Role Department" Help Desk Staff is checked. 

Double check your permission in SimpleDesk, make sure that all your permissions are set correctly, primarily "View own" vs "view any". also ensure that each role User vs Staff are assigned to your departments correctly.

By reading what you wrote it sounds about right but i'm going to guess something was missed.

Thanks, Spoogs!  The permissions are all correct, but I do notice that I seem to only be able to assign tickets to myself.  My own admin permissions are set to assign to anybody, so that's a bit odd.   

So...  we missed launching.

Anyway, as to the original post...  anybody?  Anything at all?   

I realize that bumping is ineffective when your thread is already at the top of the board, but we were really hoping to have launched by today so, if anyone sees my error or can point out something about the visibility of new ticket indication that I'm obviously missing, I would so appreciate it.   

After installing SimpleDesk, I went to the admin area and set Options.  Under Administrative Options, "Should admins be considered separate from staff?" is not checked.  I then set up Departments:  Administrative, Staff, Users.  The Administrative  Department is assigned to Admins.  Staff is assigned to Global Moderators.  Users is for Regular Members.   I gave Global Moderators all the same permissions as Administrative, with these exceptions:  overriding custom fields, permanently deleting items, deleting attachments, viewing, creating and removing relationships. 

I logged in as a regular member and posted a ticket, then logged in as a global moderator.  There is no new number "1" appearing next to "Helpdesk" in the menu.  If, as a global moderator, I hover over the Helpdesk menu tab, the drop-downs are:  Post New Ticket, Post Proxy Ticket, Closed Tickets, Recycle Bin.  If I click directly on the Helpdesk tab, I see "Assigned to me", "Tickets Awaiting Staff Response" and "Tickets Awaiting User Response" but there are actual tickets, although one does exist.

As Admin, I can see the new number "1" next to Helpdesk.  I clicked on the ticket and assigned it to global moderator, hoping it would then become visible to the testing global moderator account, but it isn't.

I'm sure this is something really simple that I just am not getting.  Can you point out why only the admin can see the new ticket?

This is SMF 2.0.11 default, SimpleDesk 2.0.

Thanks so much! 

My bad I forgot about that option.

The stuff inside of the curly brackets are place holders that should be replaced automagically when you send it from that page.

Great!  You guys do all the work for us, basically!   

Thanks so much for the help.  I'll keep testing it, but it looks like just what they need. 


P.S.  Just a note that when I clicked the "Mark Topic Solved" link at the bottom, it went to an error page.  I just modified the first post's icon.   

All text are language strings.  You can modify those through SMF's language center in the admin panel or manually by going to Themes/default/langauges/sd_langauge.  The file you are looking for is SimpleDesk.english.php

Sending a PM would be a plugin for the helpdesk, which I do not know of any existing plugins that do that.  Moving a ticket doesn't require a new link, but may change what the user has permissions to do based on what permissions the new department has.

Also, since I see your calling it a "Medical Desk", SimpleDesk is fairly well written and so is SMF, but check in on rules such as HIPPA if such information is being stored.

Thanks so much!  Having the text reside in the language files is so much nicer than having to edit templates, wow. 

Odd about the PM being a plug-in.  When I click the Helpdesk tab then click to read a ticket, there is the option "Move dept."  If I click that, I get the option to PM the user and notify him that I'm moving the ticket.  (I'm attaching a screenshot.)  That is what I meant about not knowing the new link to refer him to before I actually move the ticket, so I didn't see how I'd be able to give the user that information.  It seems I'd have to click "Move Ticket", discover the link and then send the user a separate PM, but I guess that's okay, too.   

I just installed SimpleDesk on a forum that I'm supposed to be opening for a group by the weekend.  The one thing that has been keeping me from telling them they can launch it is their need for a "private topic" feature.  This would need to be accessed by any regular member.  I tried installing Suki's Private Topic mod (over at github) but it's just not going to play clean; I think it's not ready for production.  I had about given up then ran into this mod over at SMF.

Here's what I want to ask, while kicking the tires on this new mod, trying to figure out how they can best use it:

1.)  Can the menu button "Helpdesk" actually read something else, i.e., "Medical Desk"?

2.)  Actually, I'm wondering that same thing about the menu button "Helpdesk" within the actual Helpdesk area and in the forum "breadcrumbs:  forum name > Helpdesk.

3.)  Sending a PM to the user when his or her ticket is moved to another department:  I see a place to put a link to where they can subsequently find it but I'm clueless as to know what to put there before I actually move it.  I could determine that after it's moved, I guess.  Must the PM be sent as it's being moved or can I do that afterward (when I know what the relocation link is)?

Thank you for any assistance, as I try to determine if this mod will work for the people who are waiting for their new forum.