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The menu is specifically written to disable itself in SSI mode for performance reasons, mostly because most of the permissions code isn't loaded.

Ahh that explains it. As SD is pretty much an abandoned project now I think I'll just mimic the permissions side of things within the menu system we're creating, as I don't see an update breaking things anytime soon. We may need to look into migrating to another form of helpdesk software, although if you want ingratiation (even just bridging) with SMF - simpledesk seems to be the only real choice unless you want to do all the heavy lifting yourself.

Thank you for the quick reply venguard

I'd like to make use of template_menu() in an external page, however it would appear that the helpdesk ul/li's are not generated so no submenu is created. I've tried both template_menu() and template_header() to no avail. Is there something else I need to include for the helpdesk menu markup to be generated?

Ideally I'd actually like the helpdesk menu markup seperately, but it appears the sd_main_menu() function needs menu buttons - so I'm more then happy to just have the complete topmenu markup and proceed from there.

Here is a screenshot illustrating my problem, as I'm sure I've not explained myself very well.

That's correct venguard.

View of the departments as a regular user. Creating a ticket with the user. Same user attempting to view the ticket. View of ticket as SMF admin. I can confirm that the permissions of "Disposable Weasel" are the same as above, with the "Users - Super Reports" role listed.

Sorry if all the screenshots are a little annoying, I'm trying to be through - especially as we'll find that I've messed up something that should be really obvious

Thanks for the continued assistance venguard233, I really appreciate it.

A screenshot of the permissions can be found here. For regular users, it's the exact same.

The role exists (screenshot) with every group but "community owner" (custom title/artwork group with smf admin as the seconday group) attached. The SMF groups have users in them (screenshot) also. Thanks for the suggestion though, keep them coming

[tl;dr / summary: I need help making a private department that a user can post in it, reply to their ticket & view their own closed ticket but only SMF Administrators may view/moderate.]

Hi there,
First of all a big thank you to the developers of SimpleDesk, it's really enhanced the way we deal with user support at the community I moderate for. We've been using it without a hitch, but I recently tasked myself with the job of fixing up the permissions and sorting out a couple of new departments. I'm running into a few problems though.

We have 5 departments (Screenshot here). 3 of the departments, any user can post in and any staff can reply to. The fourth department ("Archive") is simply for the old tickets left over from when we had a single department (using a custom field) users can't create tickets there, it seems to work fine.

The fifth department is the one causing problems. It's used for reports against super admins and should only be handled by root admins (folks in the smf administrator group). The only helpdesk group assigned to it is "Users - Super Reports" should only be able to  create tickets, view their own tickets & view their closed tickets (Screenshot Here). However the department is not visible  under the Departments tab and whilst tickets can be created, only root admins are able to see or reply to them - the user is no longer able to access them.

tl;dr / summary: I need help making a private department that a user can post in it, reply to their ticket & view their own closed ticket but only SMF Administrators may view/moderate.

Any suggestions you may have as to where I am going wrong would be great!