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Blocks: Help Desk

block_helpdesk
Moodle help desk block to facilitate technical support within Moodle.
Maintained by: Picture of Jonathan Doane Jonathan Doane, Picture of Matt Oquist Matt Oquist, Picture of David Zaharee David Zaharee

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Contributors

Picture of Jonathan Doane
Jonathan Doane (Lead maintainer)
Picture of Matt Oquist
Matt Oquist: Developer
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  • Picture of Kees Koopman
    Fri, May 24, 2013, 2:43 AM
    Thanks!
    Kees Koopman
  • Picture of Damar Thapa
    Thu, May 30, 2013, 6:13 PM
    I just tested 2.3 (Build 2013052300) version under moodle 2.4.4 running Postgresql9.1. Installation seems to go without any problem, but I get the "A required parameter (id) was missing" error (when I try to run the helpdesk). Any idea. Have I missed anything?
  • Picture of David Zaharee
    Thu, May 30, 2013, 10:36 PM
    Hi Damar,

    If you can give us a step-by-step procedure of how you get to the error, we'll try to reproduce it and figure out what is going on.

    Cheers,

    Dave Z
  • Picture of Damar Thapa
    Fri, May 31, 2013, 3:18 PM
    Hi Dave,
    Thanks for your prompt response - truly appreciated. Sorry, it is working fine. Just realized that I actually tried to access the link directly.
    Damar
  • Picture of Zdravko Stoimenov
    Fri, Jul 12, 2013, 11:36 AM
    Hi,
    Is is compatible with MOODLE 2.5 and where can I get more information about the way the plugin works?

    Thank you!
    Zak
  • Picture of Gustavo Barcelos
    Fri, Aug 2, 2013, 8:25 PM
    Hi,

    I tried to install your plugin in Moodle 2.4.4+ (Build: 20130627), but it didn´t work.

    I got the error below:

    The block helpdesk does not define the standard capability block/helpdesk:addinstance
    line 598 of \blocks\moodleblock.class.php: call to debugging()
    line 576 of \blocks\moodleblock.class.php: call to block_base->has_add_block_capability()
    line 1088 of \lib\blocklib.php: call to block_base->user_can_addto()
    line 1045 of \lib\blocklib.php: call to block_manager->user_can_delete_block()
    line 248 of \blocks\moodleblock.class.php: call to block_manager->edit_controls()
    line 953 of \lib\blocklib.php: call to block_base->get_content_for_output()
    line 1005 of \lib\blocklib.php: call to block_manager->create_block_contents()
    line 353 of \lib\blocklib.php: call to block_manager->ensure_content_created()
    line 9 of \theme\votorantim\layout\general.php: call to block_manager->region_has_content()
    line 807 of \lib\outputrenderers.php: call to include()
    line 737 of \lib\outputrenderers.php: call to core_renderer->render_page_layout()
    line ? of unknownfile: call to core_renderer->header()
    line 234 of \lib\outputrenderers.php: call to call_user_func_array()
    line 313 of \admin\renderer.php: call to plugin_renderer_base->__call()
    line 313 of \admin\renderer.php: call to core_admin_renderer->header()
    line 488 of \admin\index.php: call to core_admin_renderer->admin_notifications_page()
  • Picture of German Valero
    Fri, Sep 20, 2013, 12:15 AM
    Hi,
    I tried to install helpdesk plugin from Moodle plugin database on a local 2.5.2 server and got the following error:

    tool_installaddon/err_curl_http_code

    Error code: err_curl_http_code
    $a contents: Array
    (
    [url] => https://download.moodle.org/api/1.2/pluginfo.php?format=json&plugin=block_helpdesk%402013083000
    [http_code] => 404
    )
    Stack trace:

    line 97 of /admin/tool/installaddon/classes/pluginfo_client.php: tool_installaddon_pluginfo_exception thrown
    line 56 of /admin/tool/installaddon/classes/pluginfo_client.php: call to tool_installaddon_pluginfo_client->call_service()
    line 289 of /admin/tool/installaddon/classes/installer.php: call to tool_installaddon_pluginfo_client->get_pluginfo()
    line 44 of /admin/tool/installaddon/index.php: call to tool_installaddon_installer->handle_remote_request()
  • Picture of David Zaharee
    Fri, Sep 20, 2013, 12:38 AM
    Hi German,

    This looks like an issue with moodle.org Plugins directory and the install add-on tool when the plugin is new. (The latest version was uploaded only a few hours ago.) See https://tracker.moodle.org/browse/MDL-39403

    Cheers,

    Dave Z
  • Picture of Alexander Deichman
    Sun, Jan 12, 2014, 11:13 AM
    We are using your plugin and there are two things that I found particularly usefull but not available in the current release:
    1) An option to set default notification email/user that should receive a notification when a new ticket is created.
    2) An option to include the comments in the notificaton messages sent to the creator of the ticket.
    THANK YOU!
    P.S. If the module proves to be usefull for my organisation, I will try to do a french translation in the next 3-4 months.
  • Picture of William Lu
    Fri, Jan 17, 2014, 10:00 AM
    Install on my Moodle2.6 successfully, Teachers can see it, but students can't see it at front page block, nor in course page block.
  • 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.
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