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support ticket system


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i recently installed the support ticket system contribution and had a problem with my sql syntax the error message said

 

1064 - 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 'select * from support_tickets where customers_id = \'9\' and ti

 

select count(select * from support_tickets where customers_id = \'9\' and ticket_status=\'1\' order by ticket_date DESC) as total

 

[TEP STOP]

 

this is what i have in my sql

 

# MySQL-Front Dump 1.19 beta
#
# Host: localhost Database: osc_bb
#--------------------------------------------------------
# Server version 4.0.0-alpha-nt


#
# Table structure for table '002_news'
#

DROP TABLE /*!32200 IF EXISTS*/ 002_news;
CREATE TABLE /*!32300 IF NOT EXISTS*/ 002_news (
 id_news bigint(13) NOT NULL auto_increment,
 ueberschrift varchar(250) ,
 kurztext longtext ,
 autor varchar(100) ,
 von date ,
 bis date ,
 langtext longtext ,
 bild varchar(30) ,
 weiter enum('Y','N') NOT NULL DEFAULT 'N' ,
 PRIMARY KEY (id_news)
);


#
# dumping data fortable configuration
#

INSERT INTO configuration VALUES("","Default Support ticket Status","DEFAULT_SUPPORT_TICKET_STATUS","1","This is the default status assigned to all new support tickets","6",NULL,NULL,"0001-01-01 00:00:00",NULL,NULL);
INSERT INTO configuration VALUES("","Default Support Ticket Priority","DEFAULT_SUPPORT_TICKET_PRIORITY","5","This is the default priority assigned to new supporttickets","6",NULL,NULL,"0001-01-01 00:00:00",NULL,NULL);
INSERT INTO configuration VALUES("","Default support deparmtnet","DEFAULT_SUPPORT_TICKET_DEPARTMENT","2","Default department support tickets are assigned to","6",NULL,NULL,"0001-01-01 00:00:00",NULL,NULL);
INSERT INTO configuration VALUES("","Default Support Administraor","DEFAULT_SUPPORT_ADMIN_ID","4","This is the default supporter assigned to new tickets","6",NULL,NULL,"0001-01-01 00:00:00",NULL,NULL);
INSERT INTO configuration VALUES("","NewsDesk","MAX_DISPLAY_NEWSDESK_NEWS","3","maximum number of items to display in the NewsDesk box","3",NULL,NULL,"2003-02-05 15:16:49",NULL,NULL);


#
# Table structure for table 'faq'
#

DROP TABLE /*!32200 IF EXISTS*/ faq;
CREATE TABLE /*!32300 IF NOT EXISTS*/ faq (
 faq_id tinyint(3) unsigned NOT NULL auto_increment,
 visible enum('1','0') NOT NULL DEFAULT '1' ,
 v_order tinyint(3) unsigned NOT NULL DEFAULT '0' ,
 question varchar(128) NOT NULL DEFAULT '' ,
 answer text NOT NULL DEFAULT '' ,
 date date NOT NULL DEFAULT '0000-00-00' ,
 PRIMARY KEY (faq_id)
);


#
# Dumping data for table 'faq'
#


#
# Table structure for table 'support_assign'
#

DROP TABLE /*!32200 IF EXISTS*/ support_assign;
CREATE TABLE /*!32300 IF NOT EXISTS*/ support_assign (
 support_assign_id tinyint(3) unsigned NOT NULL auto_increment,
 language_id tinyint(3) NOT NULL DEFAULT '0' ,
 support_assign_name varchar(64) ,
 support_assign_email varchar(90) ,
 PRIMARY KEY (support_assign_id,language_id),
 INDEX assign_id (support_assign_id)
);


#
# Dumping data for table 'support_assign'
#
INSERT INTO support_assign VALUES("1","1","Administrator","admin@localhost");
INSERT INTO support_assign VALUES("1","3","Admin","admin@localhost");
INSERT INTO support_assign VALUES("1","2","Admin","admin@localhost");

#
# Table structure for table 'support_department'
#

DROP TABLE /*!32200 IF EXISTS*/ support_department;
CREATE TABLE /*!32300 IF NOT EXISTS*/ support_department (
 support_department_id tinyint(3) unsigned NOT NULL DEFAULT '0' ,
 language_id tinyint(3) unsigned NOT NULL DEFAULT '1' ,
 support_department_name varchar(40) ,
 PRIMARY KEY (support_department_id,language_id),
 INDEX department_id (support_department_id)
);


#
# Dumping data for table 'support_department'
#
INSERT INTO support_department VALUES("2","3","Hosting");
INSERT INTO support_department VALUES("2","2","Hosting");
INSERT INTO support_department VALUES("1","2","billing");
INSERT INTO support_department VALUES("1","3","billing");
INSERT INTO support_department VALUES("2","1","Hosting");
INSERT INTO support_department VALUES("1","1","Billing");
INSERT INTO support_department VALUES("3","1","General");
INSERT INTO support_department VALUES("3","2","General");
INSERT INTO support_department VALUES("3","3","General");


#
# Table structure for table 'support_priority'
#

DROP TABLE /*!32200 IF EXISTS*/ support_priority;
CREATE TABLE /*!32300 IF NOT EXISTS*/ support_priority (
 support_priority_id smallint(11) unsigned NOT NULL DEFAULT '0' ,
 language_id tinyint(3) unsigned NOT NULL DEFAULT '1' ,
 support_priority_name varchar(40) ,
 PRIMARY KEY (support_priority_id,language_id),
 INDEX priority_id (support_priority_id)
);


#
# Dumping data for table 'support_priority'
#
INSERT INTO support_priority VALUES("1","1","Urgent");
INSERT INTO support_priority VALUES("5","2","Low");
INSERT INTO support_priority VALUES("3","1","Medium");
INSERT INTO support_priority VALUES("4","1","High");
INSERT INTO support_priority VALUES("1","2","Dringend");
INSERT INTO support_priority VALUES("5","1","Low");
INSERT INTO support_priority VALUES("3","2","Mittel");
INSERT INTO support_priority VALUES("4","2","Hoch");
INSERT INTO support_priority VALUES("5","3","Low");


#
# Table structure for table 'support_status'
#

DROP TABLE /*!32200 IF EXISTS*/ support_status;
CREATE TABLE /*!32300 IF NOT EXISTS*/ support_status (
 support_status_id tinyint(3) unsigned NOT NULL DEFAULT '0' ,
 language_id tinyint(3) unsigned NOT NULL DEFAULT '1' ,
 support_status_name varchar(25) ,
 PRIMARY KEY (support_status_id,language_id),
 INDEX status_id (support_status_id)
);


#
# Dumping data for table 'support_status'
#
INSERT INTO support_status VALUES("2","3","Re-opened");
INSERT INTO support_status VALUES("2","2","Re-opened");
INSERT INTO support_status VALUES("2","1","Re-opened");
INSERT INTO support_status VALUES("1","3","Open");
INSERT INTO support_status VALUES("1","1","Open");
INSERT INTO support_status VALUES("1","2","Open");


#
# Table structure for table 'support_ticket_history'
#

DROP TABLE /*!32200 IF EXISTS*/ support_ticket_history;
CREATE TABLE /*!32300 IF NOT EXISTS*/ support_ticket_history (
 support_history_id int(11) NOT NULL auto_increment,
 ticket_id int(11) unsigned DEFAULT '0' ,
 new_value tinyint(3) unsigned DEFAULT '0' ,
 old_value tinyint(3) unsigned DEFAULT '0' ,
 date_modified datetime ,
 customer_notified tinyint(3) unsigned DEFAULT '0' ,
 old_department tinyint(3) unsigned ,
 new_department tinyint(3) unsigned ,
 old_support tinyint(3) unsigned ,
 new_support tinyint(3) unsigned ,
 PRIMARY KEY (support_history_id),
 INDEX support_history_id (support_history_id)
);


#
# Dumping data for table 'support_ticket_history'
#


#
# Table structure for table 'support_tickets'
#

DROP TABLE /*!32200 IF EXISTS*/ support_tickets;
CREATE TABLE /*!32300 IF NOT EXISTS*/ support_tickets (
 ticket_id int(11) NOT NULL auto_increment,
 ticket_status tinyint(1) unsigned NOT NULL DEFAULT '1' ,
 customers_id int(11) unsigned DEFAULT '0' ,
 customers_name varchar(70) DEFAULT '0' ,
 customers_email_address varchar(90) DEFAULT '0' ,
 customers_company varchar(90) DEFAULT '0' ,
 customers_domain varchar(90) DEFAULT '0' ,
 ticket_date datetime ,
 ticket_comments text ,
 department_id tinyint(3) unsigned DEFAULT '0' ,
 status_id tinyint(3) unsigned DEFAULT '0' ,
 priority_id tinyint(3) unsigned DEFAULT '0' ,
 admin_id tinyint(3) unsigned DEFAULT '0' ,
 admin_comments text ,
 last_modified datetime ,
 PRIMARY KEY (ticket_id),
 INDEX ticket_id (ticket_id)
);


#
# Dumping data for table 'support_tickets'
#

can someone tell me what is wrong that is the my sql file that came with it i noticed other people have had this problem as well but no one has ever answered them please someone help

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  • 2 weeks later...

I have installed the Ticket Support system by Henri .. it works fine on the catalog end .. but the following problems exist:

 

1. There are no links posted to be included in the menu of the admin side .. we have to open the ticket admin pages by directly typing page urls related to ticket system.

 

2. The following error msg shows up when I type .../admin/ticket_reply.php on my browser

 

Ticket Reply Action

1146 - Table 'owner_templates.TABLE_TICKET_REPLY' doesn't exist

 

select count(*) as total from TABLE_TICKET_REPLY where ticket_language_id = '1'

 

[TEP STOP]

 

What gives?

Edited by PrettyPink
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Ok ... got it (half of it)

 

had to include

 

// Include OSC-TICKET

require(DIR_WS_INCLUDES . 'ticket_application_top.php');

 

in admin/includes/application_top.php

 

However, the need to be able to add links to all the admin function pages for ticket administration remains valid.

 

Looking forward,

 

PP

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  • 1 month later...

Found the solution after some search:

in catalog/includes/modules/support_track.php

 

Look for:

$history_split = new splitPageResults($HTTP_GET_VARS['page'], MAX_DISPLAY_ORDER_HISTORY, $history_query_raw, $history_numrows);

 

$history_query = tep_db_query($history_query_raw);

 

Change to:

$history_split = new splitPageResults($history_query_raw, MAX_DISPLAY_ORDER_HISTORY);

 

$history_query = tep_db_query($history_query_raw);

 

$history_numrows = tep_db_num_rows($history_query);

 

Then look for instances of "$HTTP_GET_VARS['page'], " change to "$history_query_raw"

Edited by khymotor
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  • 1 month later...
  • 3 months later...
Found the solution after some search:

in catalog/includes/modules/support_track.php

 

Look for:

$history_split = new splitPageResults($HTTP_GET_VARS['page'], MAX_DISPLAY_ORDER_HISTORY, $history_query_raw, $history_numrows);

 

$history_query = tep_db_query($history_query_raw);

 

Change to:

$history_split = new splitPageResults($history_query_raw, MAX_DISPLAY_ORDER_HISTORY);

 

$history_query = tep_db_query($history_query_raw);

 

$history_numrows = tep_db_num_rows($history_query);

 

Then look for instances of "$HTTP_GET_VARS['page'], " change to "$history_query_raw"

I see this forum is a bit old, and I don't know if it was for version 12b, but after applying this fix, I get

 

Parse error: parse error in /www/c/mysite/htdocs/catalog/includes/modules/support_track.php on line 109

 

 

that's where $history_query_raw is

 

 

anyone?

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  • 5 months later...

I've had this contribution installed for the last 6 months, now I have just realised that we don't receive any email when a new support ticket is sent

 

When a ticket is reopened or edited & sent we do receive an email confirming the support ticket

 

I've looked at the code but not been able to get it to work as yet with a new ticket

 

Please, can anyone help?

 

Thanks in advance

 

Dave

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I've had this contribution installed for the last 6 months, now I have just realised that we don't receive any email when a new support ticket is sent

 

When a ticket is reopened or edited & sent we do receive an email confirming the support ticket

 

I've looked at the code but not been able to get it to work as yet with a new ticket

 

Please, can anyone help?

 

Thanks in advance

 

Dave

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I also have the problem that the reply email that I send from the admin doesn't has the right url. The problem is that what it generates isn't the right path, it misses the / after domain. So right now in the email the client receives the is for example: http://www.yourdomain.comticketblablabla.php .As you can see after the .com it misses the /.

 

If I'm right this generetas the code:

$ticket_email_message = TICKET_EMAIL_MESAGE_HEADER . "\n\n" . tep_href_link(FILENAME_TICKET_VIEW, 'tlid=' . $ticket_link_id, 'NONSSL',false,false) . "\n\n" . TICKET_EMAIL_TICKET_NR . " " . $ticket_link_id . "\n" . TICKET_EMAIL_MESAGE_FOOTER;

 

Anybody please help?!

latersssssss,

Chris

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  • 1 year later...

i've installed this contribution New_Support_v1d on osc 2.2 MS2 and everything seems to working fine, exept one little thing:

 

When a new ticket is opened by the customer, admin will receive no email.

 

Can anyone help please? I've looked all over the forum for but didn't found any solution to this small? problem...

Don't walk on the grass - smoke it :-)

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  • 2 months later...

I am having the same problem with V1d, that it doesn't send an email out to the customer that entered the support ticket (see server error). The system faults out on that action when a new ticket is submitted. All other functions happen including database and emails to the admins but the customer see's an error screen upon entry and does not receive email notification. This I think would be an easy fix for someone that developed it in the first place so I hope you can help.

 

This is from the server log file.

[sun Apr 23 13:33:43 2006] [error] [client 24.141.144.14] malformed header from script. Bad header=No recipient addresses found i: php-script, referer: http://www.mystore.com/store/support.php?action=new

 

Any help with this would be greatly apprieciated.

Bill

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  • 4 weeks later...

Hi, Is there any help for this contribuition ?

I try to install, but i need to work width portuguese language, and i'm getting a lot of error's.

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Hi, Is there any help for this contribuition ?

I try to install, but i need to work width portuguese language, and i'm getting a lot of error's.

 

Well here it goes, one of the error's is this when in admin i try to configure status priority etc.

 

 

Warning: session_start(): Cannot send session cache limiter - headers already sent (output started at /var/www/htdocs/loja/admin/includes/configure.php:55) in /var/www/htdocs/loja/admin/includes/functions/sessions.php on line 67

 

Fatal error: Call to undefined function: tep_array_merge() in /var/www/htdocs/loja/admin/support_status.php on line 36

 

Is there a simple way to resolve this issue, ??

 

Thank's

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Now, if nobody can help, please indicate me, one contribuiton like this , that works fine, width other languages too.

 

Thank's

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