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Thanks for explaining.   

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.

I also was able to do the category edits.  You guys have written such a nice mod, and laid it out so concisely that even a complete novice like me is able to eventually navigate the code.  I wish all of SMF was put together this nicely!   

Thanks so much; solved. 

Spoogs, I was able to edit the menu button to get the first option to repeat "Help Desk", so that's done.   

So far, I don't smell any smoke, so I don't think I blew anything up.   


The categories would be nice, but it's no biggie if it's a hassle.  Thanks for all the help you've given!

Before editing to accomplish this, would displaying the helpdesk as a board in the forum be beneficial to you with the menu button disabled?

This can be accomplished by creating a category in the forum and call it helpdesk. Then go to the admin section of SD and choose Options, then select Display Options then check the box for hide menu item.

Each helpdesk department has the option to be displayed as a board, you can have it displayed in the category you created.

When you display it this way, when the select the heldesk department the automatically view the helpdesk.

If this interests you and you need help setting it up let me know.

Hi again and thanks! 

Well, the purpose for the help desk is a bit of a sensitive issue with the people the forum is for.  There will be a lot of sharing of personal medical information and the menu button/ticket system seems to reassure them of privacy.  I think if the help desk were a forum board, it would cause a bit of alarm for those who insist on privacy.  When I asked about the first pulldown and the click of the topmost menu button having the same action of "View Help Desk" it's because a lot of them won't know to simply click the button.  They will try to choose a pulldown option and be offered only the option to post a new ticket or view their own, when all they really want to do it view the help desk, perhaps edit their preferences, etc.

About the categories, I'm not sure exactly how long a request will sit there before someone finally gets to it.  My role there is just to keep the place running but the people the forum is for are a little like deer in headlights, at this point.  It'll be a challenge for them to edit their profile, let alone manage the ticket system.   

I'm just trying to make things as blatantly obvious to them as I can and I felt that if the first thing they saw was a New Ticket, it would make things that much easier.   . 

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

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!

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!)   

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)?

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!   

I was wondering, please, according to THIS THREAD:

Where is the option for this?  "Treat this user group as helpdesk staff: = Yes "  Maybe that's my problem?

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.

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!

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?

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.