Facil HelpDesk 2.6 Commercial Version
August 10 2009
========================================
The entire manual is at includes/FacilHelpDesk.pdf
-Requirements before of installing
-Using the ticket system
-Change log
-Tips
-Tipical errors
Tickets system for PHP/Mysql -Customer Support Software.
Basic Requirements before of Installing
===================================
-Web server with PHP 5 Mysql 4.11, PHP with the option of sending emails( by mail(),
SMTP,sendmail or qmail, the first is preferred).
- 10 MB of free space, for storing tickets.
-An empty Mysql database with username and password created previously.
- SMTP accounts for reading emails and creating tickets, if you want to use the email to ticket function,
you shoud create a cron job for executing: for_cron.php
Recommended requirements
=======================
PHP 5, Mysql 4.1.22, GD 2, Mysql Database without limits,file system different from FAT32
For installing:
===============
1.- Copy files to your web server (BUT USING FTP, not http), then execute install.php,
2.- Fill these basic fields of [Mysql database]:
database, host,username, password
3.- Finally an Administrator will be created, for this purpose you will have to enter an administrator and password
That's all
4.- Enter to the administrative area:
index_admin.php with your username and password previously created.
NOW:
Create "departaments" and levels of urgency if required.
-go to settings, and click save to update configuration.php
If you want to use email piping (creates tickets from emails) you should
create a new cron job,for this file "for_cron.php" at intervals, example every 5 minutes.
When an email is saved to ticket, a short notification will be sent.
Now Users who submit by email are able to login to the tickets system, using the user "Unregistered".
Is recomended "email" method of PHP for email delivery instead of SMTP/Qmail/Sendmail
IMPORTANT
=========
- Complete your settings,after of doing the installation, not every variable will be updated during installation, example: colors of menu.
- Be carefull with the email address for sending notifications is operative,has filters?.
- Facil HelpDesk internally uses PHPmailer.
- Check if emails can be sended from PHP, if it fails please contact with your hosting company.
You are not allowed to remove the credit to Facil Helpesk and cromosoft.com except if you make an additional payment.
Using the tickets system
========================
Now you are ready to create tickets, send this url to your users,visitors:
index.php
The url is relative to the folder that you used to install Facil HelpDesk
Note: Try registration of users, with and without email verification.
That is all.
Change Log
============================================================================
Version 2.6 Fixed Vulnerabilities shown at: http://milw0rm.com/exploits/9396
version 2.5 user insertion is faster, performance report individual and global for staff, internal responses of tickets, fixed bug at for_cron.php, now staff members are able to know if responses were not readed yet a red dot appears.
ersion 2.4.2 Fixed 2 vulnerabilities: form to ticket,languaje injection(lang var),improved form interface.
Version 2.4 Fixed bugs with email decoding at "for_cron.php", added form to ticket, now get tickets from email, to use it create a link to "tickets.php?action=create_form"
Version 2.2.3 Sections of urgency levels,departments, configuration are hidden and disabled for staff members.
Version 2.2.2 (may 5 2009) File of configurations will keep a constant file size not bigger and bigger every time that you change settings.
Version 2.2.1 Added departament supervisor, when a ticket is assigned a notification is sent to supervisor's departament(new dep.),autoregistering of end users is optional,tracking of actions(open, close,assign, answer) of staff members at reports.
Version 2.2 Fixed vulnerability of email spoofing of function: email ->ticket for_cron.php), added track staff members(reports), and other minor improvements.
version 2.1 PHPmailer was upgraded, it supports TLS/SSL etc.
Version 2.0
You can change the tickets's urgency,assign ETAs for tickets solutions,personalized filters if you want to hide a few of tickets of one or several departments for a while.
changed:update.php,departaments_filter.php,es.php,en.php,calendarDateInput.js,open.php,tickets2.php,list.php
Version 1.9.5
Search/open tickets by number, search was improved, in the welcome page appears the number of tickets and a list with closed tickets without response from you.
"Unread tickets",if ticket was submitted by email you can get headers of every email that was converted to ticket.
Search tickets by user, go to users, select a user click "profile & history" => ticket submission and get the history of the user.
Version 1.9
Were added canned replies,now the update of Facil HelpDesk will be done with two clicks,and other minor bugs were fixed.
These files changed:
open.php, tickets.php. tickets2.php, en.php, catadmin.php,editcatalog.php,decatalog.php,
fun_contenidosSql.php,SbSql.inc.php,del_paginas.php, cuerpo_search.php, generator_contents.php, control.php, top2.php, was added control.php
Version 1.7.3
Customized Messages were translated to spanish,was added the function "track ticket" now an unregistered user will be able to track the state of a ticket
inserting ticket ID and a "Key" of 6 digits.In the help desk index.php?action=track
These files changed:
index.php,includes/styles.php, folder languaje,tickets.php, for_cron.php, open
version 1.7.1
- Was added an rtf editor for answering tickets, emoticons are only visible when tickets are opened at your web
not by email.
-was improved the On mouse over for better preview of tickets
-the double quote was removed of email notifications in body
-was fixed a bug with function email to ticket
-for_cron.php was unable to save files of more of one email to ticket when an tickets was created from email and the
user answered it by email the url had the parameter key instead of key3 and was imposible to open the ticket
-A lot of files were changed so that you should copy all the files.
-the script "for_cron_php" requires Mysql 4.1 or you should disable the feature of "delete spam after 7 days".
Still For fixing:
-Answering a ticket by email if you are a user the notification contains a new ticket id in the email body.
-Answering a ticket using the online rtf editor closes the session for the Unregistered user when you open the ticket from a link.
version 1.6.5 Fixed bug of Piechart and zeros, FHD crashed
when the subjet of a ticket had javascript, the page of overview
has more information and were fixed several bugs of "statistics".
to update to version 1.6.3 update of the include folder these files:
reports.php, overview.php,piechart.php,list.php, open.php,styes.php,
Version 1.6 Options for reparing tickets were added, Go to Reports=>Diagnostics
version 1.5 FHD supporsts email atachments, files are stored to database
September 24 2007, version 1.4
When you assign a ticket to an individual staff member, he will get a notification,
this function can be disabled in "Settings", in the list of tickets appears who received
the assignmente of a ticket and the ticket will be considered as a new ticket(unread),
was fixed a bug: if we delete a user also is deleted this user of staff members,
now statistics include unread tickets, assigned ticket by departament and staff members,
fixed another eventuall bug: sometimes when was opened a ticket clicking a url from the notification
email was imposible to login and read the ticket,
was fixed it and now unregistered users can open and respond their ticket clicking an url from the notification email,
if we make a ticket assignement only staff members of that departament will be visible.
August 26 2007, 1.3.3
Was fixed a bug: tickets created by an administrator didn't save the email of the users, thanks Pedro.
June 27,2007 version 1.3
Now tickets can be assigned to a individual person of the staff
June 12 2007, version 1.2.7
Was fixed a bug with the number of email converted to tickets, now the limit is imposed by your server.
June 4 2007, version 1.2.5
Was fixed an security risk(every ticket created by email has the ID in the subjet,
was added a verification string to avoid external tickets manipulation)
The preview of tickets now is 200 characters, several minor bugs were fixed.
May 25 2007, version 1.2
Was added basic email piping. email => ticket.
April 2007, version 1.1.5
Fixed bug with cache of images for statistics, search function added for users,website, company added for users.
What is new with version 1.1
-Limit the number of tickets/day
-Added "offline" of helpdesk, disable the helpdesk when you are doing a backup(with an external tool), restore of database,
etc.
-Bugs fixed with search of tickets
-Overview of current state of helpdesk(users, tickets)using GD
-Was added a section for "notes" for users, write about your users and their preferences.Because your users are people
not "tickets".
-Colors can be changed from "settings"
-Other minor improvements were done.
March 2007, version 1.0
The ticket system is ready, only for use at cromosoft.com
Tips
===
-You can create several users with the same email and when we use the option "Send Login information
to your email" (at index.php), the login information is selected for the LAST USER created with that email.
-In few servers file uploads fails.
If PHP mailer fails, disable:
IF (file_exists('includes/language/phpmailer.lang-en.php'))
{$mailzz -> SetLanguage('en', 'includes/language/');
}
ELSE
{$mailzz -> SetLanguage('en', '../includes/language/');
}
in the file: \includes\functions.php
Tipical errors
==============
- If you are the administrator you will be able to open the ticket, give an answer but to assign a ticket to other
departament you need permissions on the departament.
- If email notifications fails, ask to your hosting provider how to send email from PHP
- If you get the clasic Forbidden error accessing a file or folder, please set proper permissions at the file(include, image) or folder.
specially with:
/images/map1.png
/images/map2.png
/upload/
Fckeditor
- if you get the error "Fatal error: Call to a member function read() on a non-object in D:\wamp\www\tickets\includes\open.php on line 483" , please check if your installation
have a valid path for "upload path", example: upload/
For more details and CLUF open includes/manual.htm
January 2009 Cromosoft Technologies. cromosoft.com
