Backend Permissions Questions..

This may be more of a Joomla question but is specific to Help Desk Pro so I am posting here in hopes someone can guide me in the correct direction. I’ll lay out the scenario so it makes more sense. 

I operate a small non-profit and I use Help Desk Pro as a Contact Us system. I’ve used Help Desk Pro for many years and am familiar with its operation. There are 2 Super Users on our Joomla installation and we have been the only 2 persons answering tickets. This was fine as the other person also has super user permissions and we just went with it. 

Things have grown a bit over the years and have become busier and I need additional help answering tickets. Several of our regular volunteers have offered to help out.  They should have access to all tickets in the desk, ability to respond, close, etc. 

Admittedly, I get lost when it comes to user group permissions and set-up. When those volunteers view the ticket from the front end, there are options missing and they are unable to view a ticket list of all unresolved tickets. I’d prefer they have the ability to log-in to the back-end of the site. 

What I’ve set up is a Joomla Group just for those volunteers and have permissions partially correct. When they log-in, the only thing they are set to see is the Help Desk Pro component. This is how I want it. 

The problem is not only can they see the component, they can see all configuration options, etc. They essentially see everything a Super User sees when it comes to the Help Desk Pro component. I do not want them to see the entire configuration list and only have access to tickets. I’ve played with permissions but several things have happened. With one setting, they can’t see all open tickets (or their own assigned). With other settings, the component disappears entirely. 

So, my question is how should my permissions be set up so the user can log-in to the back end, see  only Help Desk Pro (this is set-up) but not be able to view or adjust the configuration or other options. They should also be able to respond to tickets, etc.  Is this possible and I’m just missing the proper configuration or is this finite breakdown not possible? 

Shouldn't it be simpler if you allow these users to manage tickets from frontend of your site instead of from backend ?

Tuan

Tuan, I attempted that and this is probably something I am missing. When the users followed the link for the front-end in the e-mail, only that ticket was viewable. They were unable to see the full ticket list, etc. There were also some differences in closing tickets, etc. As I mentioned in my original post, it is likely something I am missing. If it works in the front end exactly the same as it does in the back-end, I'd be more than happy to set it up like this.

Tuan, just a quick follow-up to my previous question. I set up access on the front end but am still a bit lost. Our team members can log-in and see Help Desk Pro but there are no tickets showing..just an empty list. I submitted a ticket from the same interface and that ticket will show but is the only one. How do I add the same options that are in the back-end when it comes to managing a ticket, specifically the "Ticket List" option and the button to close and go to the list view? These aren't t showing for the users.

So, the two questions...why can't those users see all of the tickets in the desk. And, how do I add a tickets list button to the front-end page they are viewing? I'm sure I'm missing a checkbox somewhere but after searching, I seem to be missing it.

If you want these users to see all tickets, then :

1. Assign these users into a user group.

2. Go to Helpdesk Pro -> Configuration, click on Options button in the toolbar, select that user group, set Configure ACL & Options permission for that user group to Allowed

Then these users will see all tickets.

The other option is edit each category. There is a setting called Managers. If you want someone to be able to see and manage tickets from that category, enter username of that user there and he will be able to manage tickets from that category.

Hope that helps. If something is not clear and need more details explanation, please don't hesitate to ask

Regards,

Tuan

Tuan, Thank You so much!! That works perfectly. The only thing I am missing now is a way for them to get back to the ticket list once a ticket is updated. There is a button to when a user adds a comment that says "Submit Comment" and "Add comment and Close Message". How can I make it so a user can return to the ticket list when they just comment on a ticket and aren't ready to close it yet?

Hi Taylor

Currently, we do not have that button available in frontend. I will consider supporting it in future releases of the extension

Regards,

Tuan