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OK... now I'm confused. Are you saying they have the ability to post a ticket in that department but can't get in it any other way? (And can they go back to the ticket after it's been posted?)

The reason I'm concerned is that this sounds like a major breakdown in the permissions system otherwise.

OK, go to the profile of one of the users who is having this trouble (that can't see their tickets). In the Helpdesk area of their profile, you (as admin) will be able to see what permissions they have in what departments. Have a look through there and let me know what permissions they have.

There aren't any regular users in the Users - Super Reports role. The role exists but either has no groups attached, or the groups attached have no users.

No, there isn't. Such a change would require rewriting the entire guts of the system and you're honestly better off looking for a different piece of software, something like osTicket is probably more what you're looking for in that case.

Did you set up permissions in the helpdesk > permissions area in the admin panel?

You need to create at least one role for users. There was a WIP manual but no further work on it from what I remember, not exactly helped by the events that occurred around the time of finalising SD 2.0.

I'm only surprised only one person figured it out already, actually... (you know who you are)... surprise!

Someone had to make the point that I do, in fact, not get things right as often as I'd *love* to think I do. In fact, I'd say I have more right to critique my own work than anyone else. So, no, I'm not going to stop playing that harp, if only because from where I'm standing from, with the benefit of hindsight, it's completely accurate.

Mind you, I actually have far less regard for the quality of my work than anyone else does, and seem to spend more time than I'd like trying to live up to the reputation I seem to have created for myself and got into a vicious circle as a result. In any case, I'd rather be blunt and state outright that more than one of my design decisions sucks, than for anyone else to try and defend what seems to me to be an otherwise somewhat indefensible position.

But yes, I designed it thinking that it would be the ideal workflow and in reality it really wasn't. Proxy tickets was another of those ideas that seemed like a good idea at the time but should have been designed much better under the hood.

As for the block layout, why do you think that I'm actually so keen to remove it, or at least deprecate it, in WedgeDesk? It just doesn't work that well in practice, not nearly as well as I actually expected it to in a real production environment. In fact, any of the things discussed for WedgeDesk would be improvement, as I cannot - from experience - envisage a *less* efficient layout for tickets and ticket workflow while I can conceive of several more efficient ones.

Half the problem is that SimpleDesk as originally conceived back that cold winter's night late in 2009 when JBlaze, Nas and I were sat on the IRC channel discussing it, was that it was intended for simplemachines.org first and foremost, and so much of its design and implementation - spiritually if not technically - were derived from that, including some of the way blocks worked.

(If you're wondering why I adopted the pseudonym, apart from the obvious reason of not trying to draw too much attention to it, there is the small detail that I wanted to keep up with bug reports and PT doesn't offer showing issues to guests, even if it seems like it should be configured to allow such. They're almost always my bugs, after all. Also, did it not strike anyone as weird that this account would always know just where to make changes?)

1) edit the reference in subs-simpledesk.php

this code is in there twice for two different things, remove both

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'newproxyticket' => array(
'title' => $txt['shd_new_ticket_proxy'],
'href' => $scripturl . '?action=helpdesk;sa=newticket;proxy',
'show' => SMF == 'SSI' ? false : shd_allowed_to('shd_new_ticket', 0) && shd_allowed_to('shd_post_proxy', 0),
),

2) you can do it but it's going to be crude and need changes which won't be supported and may not work in future versions and itll probably break other things because it really wasnt designed to be used the way everyone else wants to use helpdesks guess the lead dev thought he was better than everyone else or something

can probably be done like so by editing simpledesk.php first

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'assigned' => array(
'block_icon' => 'assign.png',
'title' => $txt['shd_status_assigned_heading'],
'where' => 'hdt.id_member_assigned = ' . $user_info['id'] . ' AND hdt.status NOT IN (' . TICKET_STATUS_CLOSED . ',' . TICKET_STATUS_DELETED . ')',
'display' => $is_staff,
'count' => shd_count_helpdesk_tickets('assigned'),
'columns' => shd_get_block_columns('assigned'),
'required' => $is_staff,
'collapsed' => false,
),
'new' => array(
'block_icon' => 'status.png',
'title' => $txt['shd_status_' . TICKET_STATUS_NEW . '_heading'],
'where' => 'hdt.id_member_assigned != ' . $user_info['id'] . ' AND hdt.status = ' . TICKET_STATUS_NEW,
'display' => $is_staff,
'count' => shd_count_helpdesk_tickets('new'),
'columns' => shd_get_block_columns('new'),
'required' => false,
'collapsed' => false,
),
'staff' => array(
'block_icon' => 'staff.png',
'title' => $txt['shd_status_' . TICKET_STATUS_PENDING_STAFF . '_heading'],
'where' => $is_staff ? ('hdt.id_member_assigned != ' . $user_info['id'] . ' AND hdt.status = ' . TICKET_STATUS_PENDING_STAFF) : ('hdt.status IN (' . TICKET_STATUS_NEW . ',' . TICKET_STATUS_PENDING_STAFF . ')'), // put new and with staff together in 'waiting for staff' for end user
'display' => true,
'count' => shd_count_helpdesk_tickets('staff', $is_staff),
'columns' => shd_get_block_columns('staff'),
'required' => true,
'collapsed' => false,
),
'user' => array(
'block_icon' => 'user.png',
'title' => $txt['shd_status_' . TICKET_STATUS_PENDING_USER . '_heading'],
'where' => $is_staff ? ('hdt.id_member_assigned != ' . $user_info['id'] . ' AND hdt.status = ' . TICKET_STATUS_PENDING_USER) : ('hdt.status = ' . TICKET_STATUS_PENDING_USER),
'display' => true,
'count' => shd_count_helpdesk_tickets('with_user'),
'columns' => shd_get_block_columns($is_staff ? 'user_staff' : 'user_user'),
'required' => true,
'collapsed' => false,
),

replace with

Code Select Expand

'assigned' => array(
'block_icon' => 'assign.png',
'title' => $txt['shd_status_assigned_heading'],
'where' => 'hdt.id_member_assigned = ' . $user_info['id'] . ' AND hdt.status NOT IN (' . TICKET_STATUS_CLOSED . ',' . TICKET_STATUS_DELETED . ')',
'display' => $is_staff,
'count' => shd_count_helpdesk_tickets('assigned'),
'columns' => shd_get_block_columns('assigned'),
'required' => $is_staff,
'collapsed' => false,
),
'new' => array(
'block_icon' => 'status.png',
'title' => $txt['shd_tickets'],
'where' => '1=1',
'display' => true,
'count' => shd_count_helpdesk_tickets('new') + shd_count_helpdesk_tickets('staff', $is_staff) + shd_count_helpdesk_tickets('with_user'),
'columns' => shd_get_block_columns('new'),
'required' => true,
'collapsed' => false,
),

i think the idea behind it is that it does more than just change the state of a ticket it also changes the number of tickets shown in the menu that need dealing with

if staff reply to a ticket it makes it 'awaiting user feedback' which indicates to the user that they have to do something like read the ticket

actually works quite well for my group to be honest even if it is a little bit different

i gather the dev is actually doing his own fork of simpledesk for his own forum software but that its going to be a paid add on or something not really clear what he is really going to do

given that the guy who wrote most of simpledesk left and that dev activity here is a bit sporadic it might be a while

judging by the commit comments it doesnt even work properly anyway

changing it to be manually set would require rewriting one of the major maintenance routines and adjusting a lot of code in other places

i guess like a lot of things the lead dev thought it was a smart idea at the time but i think it came back to bite him

no

you create your own roles using the templates as a base so you create a new staff role based on the staff template then that role is assigned to groups and departments

thats what all the create new role links do

try creating a folder called temp inside the packages folder also as 777

but this is really an smf problem, happens to a lot of users regardless of mod

you also need to set every file in sources and themes/default to be 777 as well since like most smf mods the installer has to modify your forum files

make sure you put them back afterwards

oh and if it still persists ask on the main smf site because its actually a problem with smf itself

fixed in git

https://github.com/SimpleDesk/SimpleDesk/commit/cd69e92a3ab0d502ef731f275eedd9c1c0ef176b

it looks like it was done that way for performance to stop it making too many queries on your server

if you set the field only to be editable on ticket people usually get the hint

but i dont think future releases will be too quick as the guy who made pretty much everything left