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Blocks: Help Desk

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.


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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 Karen Bonaker
    Thu, Aug 14, 2014, 12:29 AM
    How does the Student see this block? I have set some capabilities but it does not show. Thank you for any help.
  • Picture of Blair F.
    Wed, Aug 27, 2014, 5:04 AM
    I cannot get this to work. Is there any documentation, anywhere?
  • Picture of Blair F.
    Wed, Sep 3, 2014, 2:04 AM
    Is this plugin still being supported?
  • Picture of Doug Swenson
    Wed, Sep 17, 2014, 1:39 AM
    I am having the same issue with students not seeing the block - only admins and managers are seeing the block.
  • Picture of Stephen Welch
    Wed, Nov 19, 2014, 10:28 PM
    Can we add a "Submit a Ticket" in this view?

  • Picture of Leo Gregorc
    Tue, Mar 31, 2015, 8:14 AM
    Hello all,
    Same same, but different. not able to see student experience of this block - only me as the admin. Not sure if i understand the purpose of this block
  • Picture of Jonathan Doane
    Tue, Mar 31, 2015, 8:54 PM
    Hi Leo,

    You should be able to see what the student sees by logging into a user that has only the Help Desk Asker capability. If a user has neither the Asker or Answerer capability, the Help Desk block won't show up at all (at least in 1.9 version as I'm not the person who ported it to 2.x). A user who has the asker role is forced into a limited set of state transitions that the ticket can go through. Almost all of these transitions are defined in the database as workflows from one status to another. Answers have similar constraints but can override them, as well as hide comments and, add extra information to the ticket that an asker has no control over. The idea is that this would behave as a basic support desk. At the time the block was created, the idea was to have a low cost solution that contained the basics needs of a ticketing system.

    So if students or users with a student role can't see the block, it's possible that the role needs to be granted Help Desk Asker capability.
  • Picture of Carlos Barrios
    Sat, Jun 27, 2015, 10:43 PM

    Can I assign automatically the Answerer rol to one user for all of the new tickets?
    How can I configure automatic e-mails for the answerer anytime a new ticket is created?

  • Picture of Carlos Barrios
    Sat, Jun 27, 2015, 11:40 PM
    In the Question viewer, when a image is uploaded, it is just seen in the answerer account, not in the submitter. Any ideas?
  • Picture of Andrew Earley
    Thu, Oct 8, 2015, 5:53 PM
    Hello, I am getting a dmlreadexception error and cannot succeed in finding the syntax error.
    The Debug information that is provided is as follows:
    Debug info: Incorrect syntax near 'LIMIT'.

    SELECT CAST('u-' AS NVARCHAR(255)) + CAST( AS NVARCHAR(255)) AS id, AS userid, AS hd_userid,, u.firstname, u.lastname,
    COALESCE(u.phone1, u.phone2) AS phone, '' AS type

    FROM mdl_user AS u
    LEFT JOIN mdl_block_helpdesk_hd_user AS hu2 ON hu2.userid =
    WHERE u.deleted = 0

    ORDER BY firstname
    LIMIT 20
    OFFSET 0
    [array (
    Error code: dmlreadexception
    Stack trace:
    line 443 of /lib/dml/moodle_database.php: dml_read_exception thrown
    line 242 of /lib/dml/mssql_native_moodle_database.php: call to moodle_database->query_end()
    line 724 of /lib/dml/mssql_native_moodle_database.php: call to mssql_native_moodle_database->query_end()
    line 758 of /lib/dml/mssql_native_moodle_database.php: call to mssql_native_moodle_database->get_recordset_sql()
    line 278 of /blocks/helpdesk/userlist.php: call to mssql_native_moodle_database->get_records_sql()
  • Picture of Andrew Earley
    Wed, Oct 14, 2015, 9:04 PM
    Hello, my issue is that we run with T-SQL, LIMIT and OFFSET are not accepted terms.
  • Picture of Chris Miller
    Mon, Dec 7, 2015, 11:50 PM
    Does this work with 2.9?
  • Picture of Ranjana Verma
    Tue, Dec 22, 2015, 1:44 AM
    Same question as above - Does this run with Moodle 2.9?
  • Picture of Franky Just
    Tue, Feb 2, 2016, 9:56 PM
    Hello, I've tested this but ran in same issues as above. Users don't see the block, the rights are set to allow everything, but nothing helps. And there seems a lack of documentation. I think the block could be very useful, when it would be working...
  • Picture of Daniel Neis Araujo
    Wed, Feb 24, 2016, 6:27 AM

    I am using the last version from git and it works on 2.9 although guests are not able to create tickets.

    Also, I would like to translate it to brazilian portuguese, but it is not available on AMOS for any Moodle version or language.

    Kind regards,
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