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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.
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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 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
  • Picture of Joseph Baxter
    Tue, Jul 29, 2014, 4:59 PM
    Tue, 29 Jul 2014, 9:59 AM
    Hi,

    Nice plug-in you have here.

    We are using it at UoN on our beta server for defect raising during our Moodle 2.6 upgrade project.


    We have made a small modification to allow the system admin to set a default ticket text / template that populates the editor block on each ticket creation to give users an idea of what information is required when raising tickets i.e.

    "
    Summary:

    Expected outcome:

    Actual outcome:

    How to replicate:
    "


    If you would like me to submit a pull request for this just let me know.



    Joseph Baxter
    University of Nottingham
  • Picture of Blair F.
    Sat, Aug 2, 2014, 12:43 AM
    I installed this on 2.6.4, but it only shows for Admins. Can't figure out what I'm doing wrong. When I look at the permissions, everyone has the right to view it.
  • 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.
    Cheers,
    Jon
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