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Topics - Grammy

#1
I'm so sorry that I haven't found the answer to this on my own, but I'm a bit bleary-eyed and head-achey today, so please pardon me.

Is it possible to have a ticket assigned to an entire group (such as all Helpdesk Staff) or must I choose one individual from that group?  I only see individual members' names in the pulldown when assigning.  In some cases, I'd like all the staff to receive notification that there is a ticket.  I can't seem to find the option for this.   :-\

Thank you.
#2
We'll try to launch our new forum this weekend and I just have a couple of changes I'd like to make to SimpleDesk if you guys don't mind? 

1.)  The Help Desk button in the forum:  this forum will be mainly for people who have never used a forum before (seriously).  They're a farming community with little to no experience with anything more than email.  It would be very helpful if the Help Desk button's first option in pulldown was actually "View Help Desk".  I know, just clicking on the button without using the pulldown will take you to the desk.  But you'd be surprised at how many people get confused by pulldown options.  All that to say, even though its redundant, if the action for the forum Help Desk button and its first pulldown could both be "View Helpdesk", that would be great!

2.)  Are there any edits I could make to the files that would allow me to change the order of the categories seen when viewing the Help Desk (i.e., Assigned To Me, New Requests, etc.)?  I would like New Requests to always be at the top of the list when there are new requests.

Could you guys help with this?  I am using SMF 2.0.11 default and my SD is 2.0.

Thanks so much!

Grammy
#3
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! 
#4
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.   :)