SimpleDesk

SimpleDesk! => SimpleDesk Support => Topic started by: Grammy on June 03, 2016, 07:27:25 PM

Title: Just a quick question about seeing tickets, please?
Post by: Grammy on June 03, 2016, 07:27:25 PM
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! 
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 05, 2016, 08:42:58 AM
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.   :)
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 10:55:53 AM
So...  we missed launching.

Anyway, as to the original post...  anybody?  Anything at all?   :(
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 09:18:48 PM
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.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 09:58:29 PM
Quote from: Spoogs on June 06, 2016, 09:18:48 PM
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.   ???
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 10:03:19 PM
That's the kicker, it may seem all correct but something has to be missed for it to not work correctly. I actually just setup a quick test based on what you have and its working correctly.

If you can post a screen shot of the permission you have for your global mods, maybe I can spot it for you.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 10:19:49 PM
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. 
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 10:22:04 PM
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?
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 10:25:49 PM
Quote from: Spoogs on June 06, 2016, 10:22:04 PM
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?
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 10:27:40 PM
I cant think of anything that would cause such a conflict so I dont think you need to do that.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 10:32:49 PM
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?
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 10:37:09 PM
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 (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? 
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 10:39:12 PM
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.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 10:40:43 PM
Quote from: Grammy on June 06, 2016, 10:37:09 PM
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 (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?

assuming you did as suggested that should not affect it either
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 10:48:56 PM
Quote from: Spoogs on June 06, 2016, 10:40:43 PM
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.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 10:51:53 PM
Quote from: Spoogs on June 06, 2016, 10:39:12 PM
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.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 10:55:39 PM
Yes they should see the number indicating a new ticket.

Is your gmod test user the same as your regular member user? Also, can your gmod see the ticket at all?
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 11:04:22 PM
No, the ticket was posted by a regular test member.  The g. mod member can't see anything, even when ignoring that fact that there is no number and clicking the menu tab anyway.  All categories are void of anything new.  Here's a screenshot of what it looks like to the g.mod.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 11:07:30 PM
Create a new group called staff or something like that add it to that staff role in SD move your gmod tester to that group and see if anything changes
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 11:12:32 PM
Quote from: Spoogs on June 06, 2016, 11:07:30 PM
Create a new group called staff or something like that add it to that staff role in SD move your gmod tester to that group and see if anything changes


I've created the group.  Just checking... when you say to add my g.mod tester to that group, you mean to just check "global moderator" under "Assign Role", right?  I mean, there's no way to move an individual member to that group, other than moving his membergroup, right?
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 11:19:29 PM
In the forum itself, you can create a new membergroup. You can then add your test account to that group. Once you do that, you can make that new group a part of the staff role you already created.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 06, 2016, 11:21:33 PM
Global moderator was selected for the new group and assigned to the Staff Department.

I actually just registered an entirely new global moderator (just in case something was glitchy with the old one) but no dice.   ???

I think, Spoogs, that I'll sleep on it (since my contacts are drying out from all the staring, ha!) and try to start fresh in the morning.  I'll check back first thing, in case you spot something.  Thanks so much for hitting my thread; very appreciated!
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 06, 2016, 11:27:02 PM
No worries, you're welcome
Have a good one
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 07, 2016, 09:34:14 AM
Just officially punching in.   :)

I'll peek in every once in a while to see if anyone has any ideas and, in the meantime, I'll mull over reinstalling.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 07, 2016, 04:43:56 PM
I was wondering, please, according to THIS THREAD (https://www.simpledesk.net/community/index.php?topic=562.msg5449#msg5449):

Where is the option for this?  "Treat this user group as helpdesk staff: = Yes "  Maybe that's my problem?
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 08, 2016, 12:11:16 AM
That is no longer necessary in 2.0
I still havent a clue why this isnt working for you.

Did you get the chance to try option I gave you? I'm just curious to see if this problem only exist with ur gmod group
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 08, 2016, 07:58:08 AM
Quote from: Spoogs on June 08, 2016, 12:11:16 AM
That is no longer necessary in 2.0
I still havent a clue why this isnt working for you.

Did you get the chance to try option I gave you? I'm just curious to see if this problem only exist with ur gmod group


I think you and I are on different sides of the world, ha!  I expect that by the time I log in here, you're sound asleep.   :)

I did create a new group called Staff with all the necessary permissions to allow the tickets to be seen and assigned the global moderator to that department, but it didn't change anything.  I then registered a brand new global moderator, but that did no good.  The last thing I tried confused me even more:

I assigned the global moderator to the Administrative department, which has all rights and privileges but, even assigned to the administrative department, the global moderator still cannot see any tickets.  Also, I've never found any department on the pulldown menu to assign tickets to, other than myself.

So, really...  no one can see tickets and the only reason I can is because I'm the Forum administrator; not because I'm the Help Desk administrator.

It just gets weirder!   ???



EDIT:  I'm going to install SD on a different test forum and see if that changes anything.  If it does, maybe that will tell you guys something.   :)


EDIT:  Okay, I've installed SimpleDesk on another test forum and it works as it should!  This HAS to be my fault; there's something I've done differently, between the two forums.  I'll get it figured out, or break a nail, trying!   :D
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 08, 2016, 03:54:47 PM
Hi, Spoogs,

You may want to scroll back to my post before this one to see all my rambling on and on, ha!  But I'll sum it up here and then I have one more question:

I installed SD onto another forum and, when it worked correctly, I realized that it had to be something I was doing wrong in the setup.  Here's what I didn't understand (and someone else may not, in the future):  I thought I had to set up a different department for each role. 

I had it like this:

User Department  (Dept)  User (role)
Staff Department  (Dept)  global moderator (role)
Admin Department (Dept) Admin (role)

That doesn't work; at least not for me.  I ended up deleting all the departments and roles and changed it to this:

Help Desk (Dept) User (role)
Help Desk (Dept) global moderator (role)

That works, as it's supposed to.  (First of all, WHEW!!!)    :)

And now for what I hope to be one last question:

I didn't add:

Help Desk (Dept) Admin (role)

The reason why is because, when I tried to add an administrative role, I can only assign it to regular users or global mods.  There is no choice to assign it to an administrator and, to be honest, there are some privileges I would want Admins to have that I wouldn't necessarily want global mods to have. 

Should I just skip adding the Administrative role and have all staff be global mods except me (the Forum admin)?
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 08, 2016, 07:19:41 PM
Ahh

I figured it would be something along those lines. As i read everything you said it all reads correctly but not being able to see it I had to go with how it reads.

I was confused to no end as to why it sounds correct as I read it but it just didnt work for lol. Glad you have it solved.

Also not that SD roles are not the same as forum membergroups.
If you want forum administrators you must create a membergroup on the forum "Admin >> Forum >> Members  >> Membergroups >> Add Membergroups" once you create that group add the forum members you want to adminstrate the Helpdesk, they do not have to be forum administrators, then assign that group to the role you created for Helpdesk Administrator

I'm in the US actually, just have an odd sleep schedule.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 08, 2016, 09:24:09 PM
Quote from: Spoogs on June 08, 2016, 07:19:41 PM
Ahh

I figured it would be something along those lines. As i read everything you said it all reads correctly but not being able to see it I had to go with how it reads.

I was confused to no end as to why it sounds correct as I read it but it just didnt work for lol. Glad you have it solved.

Also not that SD roles are not the same as forum membergroups.
If you want forum administrators you must create a membergroup on the forum "Admin >> Forum >> Members  >> Membergroups >> Add Membergroups" once you create that group add the forum members you want to adminstrate the Helpdesk, they do not have to be forum administrators, then assign that group to the role you created for Helpdesk Administrator

I'm in the US actually, just have an odd sleep schedule.


I guess the part that confuses me is seen on the screenshot I'm attaching.   It seems that when I create the admin role, I only have two choices of roles to assign:  regular members and global moderators.  Or am I misunderstanding what I'm seeing there?  Shouldn't there be a third choice:  admin?  Because if I click "global moderator" to be assigned to the Admin role, won't the global moderator be able to have all the privileges the admin has?  (If I can get past this, I think I'm golden!)   :)

Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 08, 2016, 11:27:57 PM
Yes you are confusing roles and membergroups.

In the forum itself you have and can create membergroups.
Out the box you have the forum admin, regular member and global moderator. you can create additional groups if you would like.

In your screenshot the lower left corner where you have the members block, click on membergroups, this is where you create your membergroups.

Any group you create you can now assign to any role in SD where you deem fit.
Title: Re: Just a quick question about seeing tickets, please?
Post by: Grammy on June 08, 2016, 11:32:24 PM
Okay, so then more choices will appear to assign to the Admin role, once I do that?  Great!

Three pages of what can happen when someone like me just doesn't get it, ha!

Thanks for your patience, Spoogs; you've been great!  I'll mark it solved.   :)

EDIT:  I notice that when I use the link at the bottom to mark a topic solved here, I get "An Error Has Occurred".  I have to edit a post and use an icon to work around it.  That's both times I've had a thread here.  Not sure if you guys can replicate it.

Anyway, thanks again!
Title: Re: Just a quick question about seeing tickets, please?
Post by: Spoogs on June 08, 2016, 11:45:44 PM
Yes that how it works.

You're quite welcome.

topic solved never really worked here might get fixed one day :P

We're always here to help