Solutions

Vision Helpdesk Module Settings

Karishma Sibal Apr-21st, 2015 11:15 2 0
Module:

Vision Helpdesk is divided into different Modules. Each Module has various preferences and settings that can be changed from this section. It is also possible to add more modules or delete the existing modules through Settings. The users can develop their own modules and extend Vision Helpdesk functionality.

Settings >> System Section >> Module

NOTE: Modules are divided in 3 types:

  • Default Modules: There are 10 modules that are provided as the Default Modules. Those are home, ticket, client, solutions, billing, blabber, report, gamification, itil and task.
  • Core Modules: Core Modules consist of client, home and ticket which cannot be either deleted or disabled.
  • Custom/ User developed Modules: These are the one created by users that can be deleted or disabled.
Mass Action on Modules:

It is possible is select either of the Module or more than one Modules with the help of checklist and perform the desired action on them. The status of the Modules can be enabled or disabled. But it is not possible to disable the core modules.

Any of the modules can be deleted by Delete option except that of the Core modules.When the Admin wishes to add more Modules then the Add option can be used for the same.(For the details regarding the fields of Add Module refer below).

Add Custom Module:

Below are steps for adding a custom module - we will describe this using a test module "Test".

Section A} How to create module

Step1) Create a module file under modules folder of your Vision Helpdesk Installation files modules/module_test.php

Open file module_test.php and here you can add your module classes and functions

class test {

functionhello_world($operation)
{

echo 'Hello world';

}

functionadd_testing($operation)
{

$data=parse_form_array($operation['vis_action']);

$database=new class_database();

include_once(VIS_PATH_CLASS.VIS_CLASS_PREFIX.'test.php');

$object=new class_test($database);

$return=$object->add_testing($data);

$database->database_disconnect();

}

}

Step2) Create a class file under classes folder of your Vision Helpdesk Installation files classes/class_test.php

Open file class_test.php and here you can add your module classes and functions

classclass_test
{
var $database;

functionclass_test($connection)
{

$this->database = $connection;

}

functionadd_testing($data)
{

$result=$this->database->query_exec($query);

}

}

Step 3) Login to Vision Helpdesk manage portal and go to

Settings >>Modules>> Add Module

Section B} How to Test your module

1) Use query string with vis_module=test&vis_operation=function_in_module

2) Can submit using ajax

$(this).visExecution('submit_form', {'vis_module':'test', 'vis_operation':'add_testing', 'vis_form':'vis_form_id'})

3) Submitted form can fetch function with single line

$data=parse_form_array($operation['vis_action']);

where $operation is parameter to function add_testing

4) Can load area in helpdesk like

$('#display_div_id').visExecution('load_area',{'vis_module':'test', 'vis_operation':'hello_world'})

Here data will load whatever printed in function hello_world($operation) from module test

Update Module:

It is possible to edit or update a particular module by selecting it from the listing. The changes can be made and it can be updated by the Update button present at the bottom.

The Default modules are:

Home Module: Home module is a core module so it cannot be either deleted or disabled.

Settings>> System Section>> Module>>Home Module

Title:

Title is the text that will be used in tab titles and which is Home over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is Home.

Ticket Module: Ticket Module is a core module so it cannot be either enabled or disabled.

Settings>> System Section>> Module>>Ticket Module

Title:

Title is the text that will be used in tab titles and which is Ticket over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is Inbox.

Domain:

Domain will specify the name of the company which is going to handle the particular ticket that is generated.

Number of attachments:

The number of attachments that can be allowed or done when a particular ticket is generated will be specified here.

Allowed attachment extensions:

If the box for the extensions is kept empty then all the extensions will be allowed here. And if the extension that is to be used is specified here for particular attachments (example .PDF, .TXT, .HTML, etc) then only those extensions will be allowed for the particular attachments.

Max allowed size for attachment (in KB):

The maximum size allowed for the particular attachment will be specified here. Hence the size of the attachment should not exceed from the one that is specified.

Add merged tickets email as recipients:

When two tickets are merged, then all the posts from the second ticket are merged with the ticket post in the first and the second ticket is deleted. It allows the merging of two tickets into one. The merged tickets can be added together and the email of these merged tickets can be added as the recipients. When the Staff replies to the merged tickets then the email of both the merged tickets will receive email reply.

Ticket hash generation:

Here you can specify the way you want the ticket hash to be generated. There are two ways for it:

1)Random: The ticket hash will be generated randomly.

2)Sequential: The ticket hash will be generated sequentially depending upon the prefix and number specified in the fields.

If Sequential ticket hash generation is selected then the below two fields will appear for it:

1) Ticket hash prefix: When sequential ticket hash generation is selected then the prefix for the ticket hash can be specified here.

2) Numbering starts from: The numbering from which the ticket hash should begin is specified here.

Ticket post count:

The maximum number of the post that should appear for a ticket can be set from here.

Display inline images:

Whether you want to display inline images for the tickets or not can be set from here.

Display IP address to staff:

The choice is to be made whether to display the IP address for the staff on tickets or not.

Display note(s) on ticket details:

The choice is to be made whether to display the notes on the ticket details or to display it separately under note tab.

Display custom fields on ticket details:

The choice is to be made whether to display custom fields on the ticket details or to display it separately under custom fields tab.

Client Module: Client Module settings are stored domain wise. It is the core module so it cannot be deleted or disabled.

Settings>> System Section>> Module>>Client Module

Title:

Title is the text that will be used in tab titles and which is Client over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is Client.

Domain:

It will specify the domain name for which the above settings are to be applied.

Auto approve registration:

This field decides whether one wishes to auto approve client registration or not. If Yes is selected then the clients will get approved automatically whenever they register themselves to the helpdesk. And if No is selected then every time whenever the client registers the staff has to approve the clients manually.

Enable captcha on register:

It will decide whether to enable captcha during the client registration or not. One can enable or disable captcha on register page and submit ticket page of client portal. There will be no captcha for logged in clients while submitting ticket.

Solutions Module:

Settings>> System Section>> Module>>Solutions Module

Title:

Title is the text that will be used in tab titles and which is Solutions over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is Solution.

Domain:

Domain decides the name of the company for which the setting of solution is needed to be changed.

Solutions suggestion:

When a client tries to submit a particular ticket then suggestions appears towards the right whenever the tab key is pressed. This setting of solutions suggestion can be enabled and disabled from here.

Title:

Title is the text that will be used in tab titles and in this case here it is Solutions.

Header title:

Header title is the text that will be used in browser page header title. Here it is Solution.

Domain:

Domain decides the name of the company for which the setting of solution needs to be changed.

Solutions suggestion:

When a client tries to submit a particular ticket then suggestions appears towards the right whenever the tab key is pressed. This setting of solution suggestion can be enabled and disabled from here.

Allow comments:

It will decide whether to allow comments for the articles belonging to particular domain or not.

Allow ratings:

It will decide whether to allow ratings for the articles belonging to particular domain or not.

Auto approve comments:

It will decide whether to approve the comments for the solutions automatically or not. If Yes is selected then the comments that are posted for the particular article will be approved automatically. If No is selected then the staff needs to approve the comments manually each time when it is added.

Enable captcha on Solutions:

When a client needs to submit a comment through knowledgebase or make any type of suggestion then he needs to undergo image verification for this. The captcha for the solution can be enabled or disabled from here.

Status:

Solutions module can be enabled or disabled from here.

Billing Module: Billing module will only occur for the department which is paid. This setting is to be done from the Department and then selecting the particular department as paid.

Settings >> System Section >> Module >>Billing Module

Title:

Title is the text that will be used in tab titles and which is Billing over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is Billing.

Domain:

The particular domain for the billing module can be selected from the drop down list

Company name:

It will be the name of the company that will be reflected or can be seen on the invoice that is generated.

Email Address:

The email address of the company is to be specified here.

Website URL:

The website URL of the company is specified here.

Logo URL:

The logo URL of the company is specified here.

Pay to text:

It is the text that can be seen on the invoice generated for the client.

Status:

The billing module can be disabled or enabled from here.

Blabby Module: Blabby is the private social hub for the staff members in an organization to communicate among themselves. All the settings related to blabby can be done from Blab module.

Settings>> System Section>> Module>> Blabby Module

Title:

Title is the text that will be used in tab titles and which is Blab over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is Blab.

Blab Count:

Blab count specifies the number of the blabs that will appear per Blab page. It can be set up accordingly. By default there are 10 blabs that are displayed per page.

Send notification for new blab:

The choice is to be made whether the staff member should receive an email when a new blab is created or not.

Status:

Blab Module can be disabled and enabled from here.

Report Module:

Settings>> System Section>> Module>>Report Module


Title:

Title is the text that will be used in tab titles and which is Report over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is Reports.

Status:

Report Module can be enabled and disabled from here.

Gamification:

Settings>> System Section>> Module>> Gamification Module

Title:


Title is the text that will be used in tab titles and which is Gamification over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is gamification.

Status:

Gamification module can be enabled or disabled from here.

ITIL:

NOTE: Depending upon the license that is purchased ITIL module will appear in the listing for modules. Customers with Service Desk License will be able to see the ITIL module in the listing.

Settings>> System Section>> Module>> ITIL Module

Title:

Title is the text that will be used in tab titles and which is ITIL over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is ITIL.

Domain:

Domain will specify the name of the company that is going to handle the ticket related to ITIL.

ITIL hash generation:


Here you can specify the way you want the ITIL hash that is to be generated. There are two ways for it:

1) Random: The ITIL hash will be generated randomly.

2) Sequential: The ITIL hash will be generated sequentially depending upon the prefix and the number that is specified for the field.

If Sequential ITIL hash generation is selected then the below fields will appear for it.

1) Services prefix: The ticket hash prefix for the services can be specified from here.

2) Problems prefix: The ticket hash prefix for the problems can be specified from here.

3) Changes prefix: The ticket hash prefix for the changes can be specified from here.

4) Releases prefix: The ticket hash prefix for the releases can be specified from here.

5) Contracts prefix: The ticket hash prefix for the contracts can be specified from here.

6) Numbering starts from: The numbering from which ITIL ticket hash should begin is specified here.

Status:

ITIL module can be enabled or disabled from here.

Task:

Settings>> System Section>> Module>> Task Module

Title:

Title is the text that will be used in tab titles and which is Task over here.

Header title:

Header title is the text that will be used in browser page header title. Here it is Task.

Status:

Task module can be enabled or disabled from here.

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