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Blocks: Help Desk

block_helpdesk
Maintained by Picture of Jonathan Doane Jonathan Doane, Picture of Matt Oquist Matt Oquist, Picture of David Zaharee David Zaharee, Picture of Jérôme Mouneyrac Jérôme Mouneyrac
Moodle help desk block to facilitate technical support within Moodle.
Moodle 2.2, 2.3, 2.4

Screenshots

Screenshot

Contributors

Picture of Jonathan Doane
Jonathan Doane (Lead maintainer)
Picture of Matt Oquist
Matt Oquist: Developer
Picture of Jérôme Mouneyrac
Jérôme Mouneyrac
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  • Picture of Jonathan Doane
    Fri, Jan 17, 2014, 9:21 PM
    Hi William,

    Students by default should be granted the Help Desk Asker capability at the site level. The help desk currently is global throughout moodle, there are no instance specific help desks (such as one per course.) I recommend manually allowing students to have the "block/helpdesk:ask" capability to see if that works.

    Cheers,
    Jon

    Cheers,
    Jon
  • Picture of Clive Gibson
    Sat, Mar 1, 2014, 9:37 PM
    Hi, I've set up my site a few weeks ago. I have sucessfully installed some plugins. Which are great.
    Then today I tried to install some more, they wont complete the installation, it just hangs on a blank screen. When I try to go to the home screen it returns me to the page informing me that I need to update the database, which wont work.

    What can I do?

    Cheers,

    Clive
  • Picture of William Lu
    Sun, Mar 2, 2014, 5:22 AM
    Hi Clive, I have that problem often, when I am testing a NEW plugin. Just access your folder on your server, find the new installed plugin or any suspected plugin, remove the folder totally, then you will see the Plugin overview page again. HTH.
  • Picture of Allan Morris
    Fri, Mar 28, 2014, 8:10 PM
    Hi.

    We've been using your Help Desk block successfully for the past few months, thanks. Working well with emails going out etc..

    Is there any documentation, or can you give a brief idea, on how to use with two separate support teams? If there a way of identifying which request is for which team before they are assigned?

    Thanks.

    Allan.
  • Picture of Ronak Patel
    Thu, Apr 17, 2014, 12:29 PM
    Hello,
    This is awesome plugin and really nice to have on a portal.
    I have installed it and configured all settings including role and support email. Issue, I m facing (or may be its expected functionality), is that, it only sends email when ticket status is changed to closed. Ideally it should send email to submitter on issue creation as well. May be I am wrong or I may have not configured properly or misunderstood.
    Please clarify.
    I am using Moodle 2.6.2+ with MySQL.
  • Picture of Jérôme Mouneyrac
    Mon, Apr 28, 2014, 3:22 PM
    I updated the plugin for all Moodle version from 1.9 to 2.7beta. Only 2.0 and 2.1 were left away. Let us know if you have any issues. For people using the old MOODLE_23_STABLE github branch, you can update it with the MOODLE_22_STABLE branch. The version number of MOODLE_22_STABLE is higher than MOODLE_23_STABLE. MOODLE_22_STABLE contains the same commits + new ones. It will update without problems.
  • Picture of Michael Milette
    Fri, May 9, 2014, 11:08 PM
    I tried to install the plugin on Moodle 2.5.1 and got a message saying that it requires Moodle version 2013051401.06 (i.e. Moodle v2.5.5). Why would it be compatible with Moodle 2.4 but not 2.5.1? That certainly doesn't make it Moodle 2.5 compatible as indicated on the plugin's page.
  • Picture of Diego Bastos
    Sat, May 10, 2014, 10:02 PM
    I'm facing the same issue as William Lu.
    Installed on my Moodle 2.6.2 successfully, teachers/admins can see it, but students can't see it at front page block, nor in course page block.
    Anyone knows how to fix it?
    I already checked permissions too and nothing wrong there.
  • Picture of Michael G
    Mon, May 12, 2014, 4:07 AM
    When a user clicks "Reply to Question" and is brought to the page "Help Desk: Update Question", would it be possible to change the default update status from "Comment" to "Reopened"? I worry that my users would ask another question, but leave the update status at "Comment". I wouldn't know to look for an update to that ticket.
  • Picture of Jérôme Mouneyrac
    Sun, May 18, 2014, 9:06 PM
    I updated the MOODLE_25_STABLE branch to install since the first version of MOODLE 2.5.
  • Giovanni Marangelli
    Wed, May 28, 2014, 9:22 PM
    Installed HelpDesk vers. 2014042802 on Moodle.2.6.3 and now i'm facing this issue when I try to get "View all questions" option:

    ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
    Error reading from database

    More information about this error

    Debug info: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '*)
    FROM mdl_test_user AS u
    LEFT JOIN mdl_test_block_help' at line 1

    SELECT DISTINCT (u.*)
    FROM mdl_test_user AS u
    LEFT JOIN mdl_test_block_helpdesk_ticket_assign AS hta ON u.id = hta.userid
    WHERE hta.ticketid IS NOT NULL
    ORDER BY u.lastname, u.firstname ASC

    [array (
    )]
    Error code: dmlreadexception
    Stack trace:
    line 443 of /lib/dml/moodle_database.php: dml_read_exception thrown
    line 996 of /lib/dml/mysqli_native_moodle_database.php: call to moodle_database->query_end()
    line 44 of /blocks/helpdesk/plugins/native/search_form.php: call to mysqli_native_moodle_database->get_records_sql()
    line 191 of /lib/formslib.php: call to search_form->definition()
    line 932 of /blocks/helpdesk/plugins/native/helpdesk_native.php: call to moodleform->moodleform()
    line 54 of /blocks/helpdesk/search.php: call to helpdesk_native->search_form()
    ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
  • Picture of Ronak Patel
    Wed, May 28, 2014, 10:12 PM
    Hello Giovanni,
    The error you are getting because of the issue with the SQL syntax. Go to search_form.php and change the remove the () from u.* in the select query (on line 39). This will solve your problem
  • Giovanni Marangelli
    Wed, May 28, 2014, 10:15 PM
    Hi Ronak,

    Thank you for your advice...
  • Picture of Jérôme Mouneyrac
    Sat, May 31, 2014, 1:44 AM
    Giovanni & Ronak: thanks for the report and fix, I updated the packages.
  • On the jetty
    Tue, Jun 24, 2014, 9:39 PM
    Hi
    Great plug-in, many thanks.

    I have a couple of questions that I could do with some help with please.

    1) Is it possible to delete questions? It's a problem if users can view past questions and possibly see some inappropriate submissions.

    2) Is it possible to auto assign questions to admin (or another user). It seems as if I have to always keep checking to see if a new questions has been submitted.

    Thanks in advance for any assistance, sorry if I've missed something.

    Roger
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