Support Center Component Beta1 Released

[mataal]

The Beta1 of the Support Center Component has been released. I'm glad to announce this is the first release of the component and I'd like to thank Andrew for his support. This version have lots and lots of stuff ready. However, there's much more to do, so in the next few days more will come out.

What will be out next:
- Notifier (windows app);
- Complete the frontend area for the support staff;
- Ticket reminders for the support staff;
- Client contracts to manage support and when contract is over the client users won't have access to the support;
- Reports (admin);
- A new field in the tickets table to let the support staff set how much time lost in a ticket;
- Multilanguage support;
- Bug fixes.

The site www.globodigital.net/mambo/ is temporary, the new one will be www.globodigital.net/home/. I'd like to know what you think of it. This site will be running in the next few days, still have to add content. For now the component is available at www.globodigital.net/mambo/. For bug reports, suggestions or comments use the e-mail provided in the about page of the component.

[Mathias]

Hi,

I can't install it. When I uploas it I get an error Maeesage.

error 500: Interner Serverfehler

Das angegebene Skript konnte nicht fehlerfrei ausgeführt werden!


Mathias

[mataal]

Hi there,

can you install any other component without problems?

[Mathias]

Hi there,

can you install any other component without problems?

Yes,

this is the first component where I get the error by installing.

Mathias

[mark.novak]

Hi mataal-

I'm getting:

error 500: Internal Server Error

The server encountered an unexpected condition which prevented it from fulfilling the request.

-This isn't the 1st component

[mataal]

Hi there, if tried to install the component in 4 different computers and had no problem. I speak with some other people and had no problem. I've searched the net and found this:

Server Error 5xx *
Response status codes beginning with the digit "5" indicate cases in which the server is aware that it has erred or is incapable of performing the request. If the client has not completed the request when a 5xx code is received, it should immediately cease sending data to the server. Except when responding to a HEAD request, the server should include an entity containing an explanation of the error situation, and whether it is a temporary or permanent condition. These response codes are applicable to any request method and there are no required header fields.


500 Internal Server Error
The server encountered an unexpected condition which prevented it from fulfilling the request. (1)

(1) The WASD HTTP server generally uses this status code to report a server resource limitation, detected software coding problem or operating system reported non-normal run-time status.


Do you have any other computer to test? I'm going to search and try to find some more info.

[Ave]

Hi Pedro,

When I try to run acl.php I have the message:

Warning: mysql_connect(): Unknown MySQL Server Host 'SERVER' (0) in /home/apoio/public_html/administrator/components/com_supportcenter/acl.php on line 23
Connected successfullyCould not select database

And when I try to enter Support Center admin, I have the message:

Fatal error: Call to a member function on a non-object in /home/apoio/public_html/administrator/components/com_supportcenter/dashboard/dashboard1.php on line 82

Can you help?

[mark.novak]

Pedro-

You're right dude. It's not you component. For some reason when I attempt an upload of >500kb, I get an error. If anybody has similar difficulties & figured it out plz post the remedy here.

[Ave]

Hi Pedro,

When I try to run acl.php I have the message:

Warning: mysql_connect(): Unknown MySQL Server Host 'SERVER' (0) in /home/apoio/public_html/administrator/components/com_supportcenter/acl.php on line 23
Connected successfullyCould not select database

And when I try to enter Support Center admin, I have the message:

Fatal error: Call to a member function on a non-object in /home/apoio/public_html/administrator/components/com_supportcenter/dashboard/dashboard1.php on line 82

Can you help?

[Ave]

Hi Pedro,

When I try to run acl.php I have the message:

Warning: mysql_connect(): Unknown MySQL Server Host 'SERVER' (0) in /home/apoio/public_html/administrator/components/com_supportcenter/acl.php on line 23
Connected successfullyCould not select database

And when I try to enter Support Center admin, I have the message:

Fatal error: Call to a member function on a non-object in /home/apoio/public_html/administrator/components/com_supportcenter/dashboard/dashboard1.php on line 82

Can you help?

[mataal]

Hi there everybody,

I'm sorry for my mistake, you need to set the database in the acl.php file. In there you have to set the SERVER, USER, PASSWORD and DATABASE.

Sorry again, :?

Ave, let me know if after this you still get your error please.

[Stereo]

Well apparently all is functionnal except the fact that i cant list any user ...

and i can't assign users to workgroup, manager etc

it lists no users when i click on the list "select user"

[mataal]

Hi there,

you're trying to set support managers right? To set support managers you have to create users that belong to the support. Only users that belong to the support staff appears in the dropdown menu.

[Stereo]

ah ok got it , the user assignement is done via user general menu !
but... i can't set someone to be support AND another thing (ie. Administrator)

Example :

i want to be able to participate to support and ssc components (adding tickets etc) but i'm also admin of the website...

i would find logical to seperate the 2 assignments : support AND website rights

[mataal]

Well, I don't know if it's possible for a user to belong to more than one group. As an administrator you can do all that a support user can do and even more. If you're the only one that will give support than you don't need other user account for that.

I think you're doubt is if as admin you also need a support user??? If I'm right than the answer is no.

Let me know if it's this...

[Ave]

Hi Pedro,

I configured acl.php and got a OK message.
But in admin I have the same error message:

Fatal error: Call to a member function on a non-object in /home/apoio/public_html/administrator/components/com_supportcenter/dashboard/dashboard1.php on line 82

:?:

[mataal]

Oi Ave és do Brazil. Diz-me uma coisa, a versão do mambo que estás a correr é a stable ou é um release candidate?

[Ave]

Oi Pedro,

Entrei agora para pedir muitas desculpas.
Essa página estava pronta a muito tempo, aguardando seu componente. Trabalhei outras páginas e esqueci por completo de mante-la atualizada.
Estou fazendo a atualização e acredito que não terei mais problemas.
Peço encarecidas desculpas pelo trabalho que dei.

Muito grata,
Eva

[mataal]

:) Não há problema. Eu peço desculpas por te ter tratado pelo masculino. É a primeira mulher com quem falo sobre o mambo. Qualquer problema e/ou dúvida sobre o componente é só dizer. Já tenho algumas coisas novas feitas e nos amanhã devo lançar a beta2.

[mark.novak]

Hi there everybody,

I'm sorry for my mistake, you need to set the database in the acl.php file. In there you have to set the SERVER, USER, PASSWORD and DATABASE.

Sorry again, :?

Ave, let me know if after this you still get your error please.


Pedro~

I updated the acl.php file w/my database settings and this is what I get:

http://www.d2house.com/d2_0018.gif

[Stereo]

Was nearly in fact i was thinking of it for me with an intranet management :

We have people who are simple "peons" (just belong to support group)
People who are admin (i understood that that have all the rights over the center)
but i have people who are a mix of the 2 :

some are just author, some are editor, some publishers, so that some are able to post things but others are able to post + review the things the 1st guys posted etc

i don't want to change all the hierarchy, but i want them to be part of the SSC some as KB contributors only, some as experts, some are just read-only taks etc


you got it?

[mataal]

I already had that error but it wasn't with my component. I'll try to remember what caused that.

[Ave]

Hi Pedro,

I had a hard work. Upgtaded from beta2 to Stable...
I needed work with templates, images and so on...
Finally I went to Support Center. Great, beautiful, a must!!!
No bugs! But I have to learn many about this. It's too much for my needs and I have to configure.

About women in Mambo: we are present. Trindjie has the most beautiful templates, Lady Lu, from Argentina, will love your component. Mibi organizes Mambo documentation. And many, many other women ...

Thanks for the good component,
Eva

[Stereo]

Bugs found atm :

- view per day aint working
- check ticket status -> "Click here to check all the tickets you have logged in this workgroup. " don't display the tickets when admin (super admin rights) created the ticket (maybe others)
- discussion forum is created even if the component simpleboard does not exist (should be able to disable it through admin)
- search ticket does not display anything for me

[mataal]

Hi there Stereo I'll take a look at that later today. I hope to release the beta2 today with this bugs fixed and some other as well as some new features working.

About the other topic about the permissions. You have admin that can do all then you have support staff only that can do what you set in user permissions (in the beta1 it's not working), then you already have users that are editors, etc that want to give also permission in the support center. It's this right?

It that's right what I can do is. In the user permissions not only the users from support staff but also from other usergroups will appear to set their permissions. Other thing is adding more permissions in there, like, specify if a user when posting a ticket will be immediately online or if some other user have to validate. Do you think this way we get to your needs?

[Stereo]

Yup, for me (and probably for others) it would be best way to do it.

also i found something strange : when you are not loggued, you can post ticket.
Don't know if its normal ? (should be set up in the configuration/admin section imho)

[mataal]

Ok, I'll start thinking on that. I'd like to know what permissions you'd like to have for a user. :?:

About the unregistered user log a ticket. I'm using the component based that only registered users can access either add as well to view it. So I specified in the menu manager the restriction to registered users. However, if your intentions are that only registered users add but non-register users can view than I can add an option in configurations to specify that. :)

Regarding the bugs you report:
- view per day aint working : I'm not having problems with this. do you get any error or something?
- users logged by admin : the idea here is to show the tickets the user have requested. when a admin or support staff adds a ticket he needs to specify which registered user made that request and when that user goes to my tickets is he who will see it. for admin and support staff the new beta2 is have at the support frontend a few options that allow to see the list of tickets assigned to him, the tickets that are waiting for answer, etc. I hope u got it and it works for you..
- discussion forums : if you don't which to have it just leave the link in configuration blank
- search tickets : what search options did you try?

[Stereo]

For the rights, i'd like to have mambo core user list used for using menu dropdown in user permission of SSC, then set their permissions here (like in user manager in core mambo): if he is a manager, a simple user, rights of each etc


For the non-register users, either registered or not i can add or view tickets ...

Debug Info: Logged User ID=0 , Logged User GID=
Debug Info: Support Staff GID=31 , Registered Users GID=18 , Administrators GID=24 , Super Administrators GID=25



- "Fatal error: Call to undefined function: cal_days_in_month() in /home/fpatrault/web/administrator/components/com_supportcenter/dashboard/dashboard2.php on line 9
"

admin backend, statistics dropdown menu "view per day"
and everywhere i have the dropdown menu with view per day i have the same

- forum ok my mistake working perfectly when specified as blank

- whatever i specify as a search :Keyword search in the subject or content of the article
Directly by specifying an article number
By displaying a list of all articles for the selected product/service
all the same: no result

also:

- in the frontend, when i click on search tickets or check ticket status, and specify a ticket which does not exist , i don't have an error report, it displays a ticket page (all the fields are empty)

-i can add twice the same permissions and user for the same workgroup, should state that user already exist for this workgroup (i consider that a user can be part of 2 workgroup but not twice the same one)


(besides, your component has a great basis, and alot of feature considering its even not 1.0 final)

[RejuviNET.com]

Hi Pedro,

Great idea putting together the support center component - it's going to be very useful to many people, and it is obvious that there has been a lot of work that went into it.

I am still getting a problem, though - I did everything I was supposed to do. Set the acl.php fine, and it's connected. I can access the back-end without a problem. Everything seems to be working without a hitch - until I try to use it in the front-end. :-(

I searched everywhere for answers, and still get this error message... Any thoughts?

-- ERROR MESSAGE --

Debug Info: Logged User ID=0 , Logged User GID=
Debug Info: Support Staff GID=31 , Registered Users GID=18 , Administrators GID=24 , Super Administrators GID=25

Warning: showfrontpage(/administrator/components/com_supportcenter/config.php): failed to open stream:
No such file or directory in /home2/kcs/public_html/stable/components/com_supportcenter/functions/frontpage.functions.html.php on line 4

Fatal error: showfrontpage(): Failed opening required '/administrator/components/com_supportcenter/config.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home2/kcs/public_html/stable/components/com_supportcenter/functions/frontpage.functions.html.php on line 4

[mataal]

The problem you described happend to a few users. I believe that it have something to do with some PHP configuration. One of the users that had the problem gave access to his site and I believe the problem is now solved and the beta2 will fix that. I hope to release it today so if you can just wait a few hours to try with the new beta and then let me know if the problem is fixed that would be great.

I'm glad you like it I'm working hard in this.

[RejuviNET.com]

The problem you described happend to a few users. I believe that it have something to do with some PHP configuration. One of the users that had the problem gave access to his site and I believe the problem is now solved and the beta2 will fix that. I hope to release it today so if you can just wait a few hours to try with the new beta and then let me know if the problem is fixed that would be great.

I'm glad you like it I'm working hard in this.

No problem, Pedro... I waited this long, I can wait a few more hours... :wink:

And I think you underestimated how grateful I am with this component - I LOVE that you're working hard on this one! :lol: Thank you very much for all of your efforts.

[Slixter]

Ditto

Slixter

[railer]

Warning: showfrontpage(/administrator/components/com_supportcenter/config.php): failed to open stream:
No such file or directory in /home2/kcs/public_html/stable/components/com_supportcenter/functions/frontpage.functions.html.php on line 4

Fatal error: showfrontpage(): Failed opening required '/administrator/components/com_supportcenter/config.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home2/kcs/public_html/stable/components/com_supportcenter/functions/frontpage.functions.html.php on line 4

Hi Pedro! -- cool component!

I'm getting similar error messages about missing files when I try to access the admin Dashboard through the Administrator area.

This displays above the Dashboard:

Warning: main(include/buildTask.php): failed to open stream: No such file or directory in /usr/local/etc/httpd/htdocs/administrator/components/com_supportcenter/admin.supportcenter.php on line 10

Warning: main(): Failed opening 'include/buildTask.php' for inclusion (include_path='') in /usr/local/etc/httpd/htdocs /administrator/components/com_supportcenter/admin.supportcenter.php on line 10
Debug Info: function= , task=

And this displays below the Dashboard:

Warning: main(config.php): failed to open stream: No such file or directory in /usr/local/etc/httpd/htdocs/administrator/components/com_supportcenter/footer.php on line 2

Fatal error: main(): Failed opening required 'config.php' (include_path='') in /usr/local/etc/httpd/htdocs/administrator/components/com_supportcenter/footer.php on line 2

---------------------

When comparing the files in the uncompressed supportcenter directory on my workstation with the files in the com_supportcenter directory on the server, most of the loose files where missing. I edited the acl.php file to include the server, user, password and database as mentioned in a previous post, and uploaded all the files that were missing, but I'm still getting the same error messages.

Any ideas regarding what's causing this?

Did you ever finish the newer version mentioned in your last post?

I guess I'll upgrade to the stable version while awaiting a reply and see if the problems go away.

Thanks,

Railer

[mataal]

Hi there, some people is having troubles with the includes. Only work with the complete path. I'm working on the beta2 where I'm adding the complete path. I hope that solves the problem.

Today is the day for the release of beta2. :)

[railer]

Hi there, some people is having troubles with the includes. Only work with the complete path. I'm working on the beta2 where I'm adding the complete path. I hope that solves the problem.

Today is the day for the release of beta2. :)

Hola Pedro -- Thanks for your response. While I wait for the beta2, is there a file I could edit to add the path? I'd really like to see what the frontend looks like.

Muchos Gracias!

Railer

[railer]

BTW -- speaking of the frontend, here are the error messages I get when going there:

Warning: main(include/livesupport.php): failed to open stream: No such file or directory in /usr/local/etc/httpd/htdocs/components/com_supportcenter/supportcenter.php on line 9

Fatal error: main(): Failed opening required 'include/livesupport.php' (include_path='') in /usr/local/etc/httpd/htdocs/components/com_supportcenter/supportcenter.php on line 9

Railer

[railer]

Okay! Got it working by changing the following:

In administrator directory:

1. acl.php -- added db info.
2. admin.supportcenter.php -- Line 10, added $mosConfig_absolute_path/administrator/components/com_supportcenter/ to exisiting path. Line 23, same addition to existing path.
3. footer.php -- Line 2, same addition to existing path.

In root level "components" directory:

1. supportcenter.php -- Line 9, added $mosConfig_absolute_path/components/com_supportcenter/ to existing path.

Comments:

Pedro, this is awesome! Your icons match my interface style/colors perfectly!

1. Clients Manager (frontend) -- no text field in form for State/Province.
2. My Tickets (frontend) -- page jumps out of Support Center level to site Home level. Pathway changes to "Home".
3. Settings (backend) -- clicking on "Time Units" goes to Dashboard (statistics).
4. Add Support Manager (backend) -- how do I add users to support so that I can assign them to tickets? Users in regular User Manager do not appear in pull-down menu.

Questions:

1. What do you mean by Impact Options? Are these priority levels that the user can select, such as "High", "Moderate" and "Normal"?
2. What would go in "Reproducible Options". "Yes" and "No", or something else?

That's it for now.

Best regards,

railer :wink:

[mataal]

Hi there railer, you had to write the path on that lines for the component to work? Aren't that equal to the variable $mosConfig_absolute_path?

About the icons I have a license to add them in my programs. They aren't free to use by third-party, you may use it in the component but can't use them in programs made by you unless you get license for that. They great, that's why I bought them :D

I'm going to check the points you posted here and fix them, thanks for you support :)

[mataal]

Hi there railer, here's what I have in that fields:

Impact:
- Affects some functionality
- Minor
- Product Unusable

Reproducible:
- Always
- Did not try
- Once
- Sometimes

[railer]

Hi there railer, you had to write the path on that lines for the component to work? Aren't that equal to the variable $mosConfig_absolute_path?

About the icons I have a license to add them in my programs. They aren't free to use by third-party, you may use it in the component but can't use them in programs made by you unless you get license for that. They great, that's why I bought them :D

I'm going to check the points you posted here and fix them, thanks for you support :)

Hi Pedro -- As far as I can tell, $mosConfig_absolute_path puts you into the root of your Mambo installation, so yes, I had to put in the path exactly as I mentioned in my previous post and it's working. What lines do I have to comment out to hide the debugger?

Icons -- no problem, just using them in the module.

Comments -- hope I can help in whatever way.

Regards,

railer

[railer]

Hi there railer, here's what I have in that fields:

Impact:
- Affects some functionality
- Minor
- Product Unusable

Reproducible:
- Always
- Did not try
- Once
- Sometimes

Ahh, now I get it! Wasn't in the right frame of mind at the time. Is there a way to hide these for Workgroups that it wouldn't apply to, such as if the product were Dial-up Internet Access?

Thanks,

railer

[mataal]

Hi there railer,

I may add something to say to a specified workgroup some fields get hide. It can be in the workgroup manager.

About the $mosConfig_absolute_path, with this:
$mosConfig_absolute_path/administrator/components/com_supportcenter/
didn't worked. And taking out $mosConfig_absolute_path and writing the path in that line worked. That's strange...

There was a problem because the component wasn't saving the configuration file with the changes. This is in beta2.

In beta1 you have to edit the supportcenter.php file and comment the lines that have Debug Info:.

[M-a-v]

Pedro,
to quote Railer "this is awesome!!" Great work i'm really looking forward to this..
I too i'm having a problem. the the backend works fine the front end thou
i get this error msgs
[code:1:eb1fb50521]Action:
Debug Info: function= , task=

Paths:
mosConfig_absolute_path = C://Web//cms//mambo
base_path = C://Web//cms//mambo/components/com_supportcenter/functions
mosConfig_live_site = http://cardea.creativelog.net/mambo

Workgroup and Permissions:
Workgroup ID:
User Permissions:
-> Edit Ticket:
-> Add KB:
-> Edit KB:
-> Assigned Only:
-> Supporter:
Is Client Manager:

Client Contract:
Status:
Date Start:
Date End:
Unit:
Value:
Actual Value:

User Info:
Logged User ID=62 , Logged User GID=25
Support Staff GID= , Registered Users GID=18 , Administrators GID=24 , Super Administrators GID=25


Unknown column \'manager\' in \'field list\' SQL=SELECT manager FROM mos_support_client_users WHERE id_user=62
Support Center
Welcome to our helpdesk, please choose the support workgroup in which you are looking for help.
......
[/code:1:eb1fb50521]

i tryed editing the files Railer mention "with the $mosConfig_absolute_path ..."
to no avail

P.S. i'm running beta2
Thanks.

[mataal]

Hi there,

the install file missed a few sql statements, run this:

ALTER TABLE `mos_support_client_users` ADD `manager` TINYINT( 1 ) DEFAULT '0' NOT NULL ;

ALTER TABLE `mos_support_ticket` ADD `timeused` INT( 4 ) DEFAULT '0' NOT NULL , ADD `public` TINYINT( 1 ) DEFAULT '1' NOT NULL ;

ALTER TABLE `mos_support_staff` DROP `relate_kb_article`;

ALTER TABLE `mos_support_staff` ADD `assign_only` TINYINT( 1 ) DEFAULT '0' NOT NULL ;

There's also a problem saving the configurations, I fix that and the next version that will be ok.

[railer]

Hi -- I installed the Mambo 4.5 stable with the patch today using the installation wizard. Then installed the Support Center Beta2 from scratch, and ran into some problems. The com_supportcenter directory in the Administrator directory wasn't visible in my FTP app. I could see it in a telnet session. Probably some wierdness on my end with the browser I uploaded the zip file with (IE/mac).

Anyway, I ended up manually applying the permissions as indicated in the Mambo install, and then reinstalled the supporcenter component using Safari and it worked. The files were then visible in the Administrator/components/ directory. I think this problem would've affected any component install, not only supportcenter.

Wierd.

Regards,

railer

[railer]

Hi Pedro -- Per my reinstall above, I got 2 error messages at the bottom of the Dashboard having to do with the footer.php file not being able to locate the config.php file.

Here's what I changed for my install:

File: administrator/components/com_supportcenter/footer.php
Line 2 -- require_once("$mosConfig_absolute_path/administrator/components/com_supportcenter/config.php");

Adding that new path fixed it for my install -- displaying the footer properly in the admin area.

Regards,

railer

[mataal]

Hi there railer, that's correct. I did fix that yesterday for the next release but it's nice to see people helping out. Thanks a lot!

[mataal]

Hi there railer, the problem installing can me problem because of the filesize of the component. If anyone with that problem can get a component with similar size to test would be great.