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SimpleDesk Discussion / Re: Would like a couple of edits, please?
« Last post by Spoogs on June 09, 2016, 07:18:17 pm »
As for changing the order of the categories, SleePy may have to chime in there.

I have been using SD for quite sometime and our goal is always to address new tickets as soon as possible and its never really been an issue. To be honest most people tend to get use to whats available, especially when they have no other point of reference.
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SimpleDesk Discussion / Re: Would like a couple of edits, please?
« Last post by Spoogs on June 09, 2016, 07:15:18 pm »
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.
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SimpleDesk Discussion / Would like a couple of edits, please?
« Last post by Grammy on June 09, 2016, 03:55:31 pm »
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
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SimpleDesk Support / Re: Just a quick question about seeing tickets, please?
« Last post by Spoogs on June 08, 2016, 10:45:44 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
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SimpleDesk Support / Re: Just a quick question about seeing tickets, please?
« Last post by Grammy on June 08, 2016, 10:32:24 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!
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SimpleDesk Support / Re: Just a quick question about seeing tickets, please?
« Last post by Spoogs on June 08, 2016, 10:27:57 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.
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SimpleDesk Support / Re: Just a quick question about seeing tickets, please?
« Last post by Grammy on June 08, 2016, 08:24:09 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!)   :)

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SimpleDesk Support / Re: Just a quick question about seeing tickets, please?
« Last post by Spoogs on June 08, 2016, 06:19:41 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.
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SimpleDesk Support / Re: Just a quick question about seeing tickets, please?
« Last post by Grammy on June 08, 2016, 02:54:47 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)?
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SimpleDesk Support / Re: Just a quick question about seeing tickets, please?
« Last post by Grammy on June 08, 2016, 06:58:08 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
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