Dear Trellis Desk,

the software package does not work properly when MySQL strict mode is activated. This option is enabled by default.

It seems like you're missing a lot of intval(expression) at your DB updates. Unfortunality, it it widespread in your code so fixing it will be a time consuming (read boring) job.

This bug is reproducable by enabling strict mode on the MySQL server.

For instance, you've checkboxes that return 1 or nothing.

The software inserts are like 'email_staff_new_ticket' => $this->ifthd->inputemail_staff_new_ticket?,

This works fine if it has input. But returns nothing if the box is not checked. The MySQL databases requires an integer.

Solution to all these problems is using the intval function.

So putting in the intval function like below, fixes all these type of problems 'email_staff_new_ticket' => intval($this->ifthd->inputemail_staff_new_ticket?),

forum topic : ​http://forums.accord5.com/topic/updatingcreating-members-broken

(note, some brackets are missing due the fact that TRAC did not allow them. )

I had a user here point out she'd sent an email to our helpdesk as a CC on another email she was sending out, but we never received it. I tested this out in two different scenarios and it turns out she was right, CC'd messages do not get received by Trellis. Additionally I went to the mailbox of our "ithelpdesk" address (the piped one) and the emails in question were definitely there.

So, it seems like the email pipe doesn't receive emails which are CC'd to the pipe address? I need a way to make that work ASAP as we've already been telling people to open tickets this way (via CC on another email). Thoughts?

I have been able to use mail piping with Postfix by changing the /etc/alias file to something like this :

support : "| php -f /war/www/helpdesk/source/pipe.php"

This work like a char but. Here we are french people (who like accentued letters) using the good Roudcube Webmail system.

And unfortunatly Trellis Desk did not like very well accentued letters, particulary in the "message part". After a change in pipe.php from :

$email['message'] = $ifthd->sanitize_data( utf8_encode( decode_ISO88591( imap_utf8( $email['message'] ) ) ) );

to :

$email['message'] = $ifthd->sanitize_data( imap_utf8( $email['message'] ) );

This seems to work now like a charm exept for the automatic replied messages. In this automatic messages accentued leters are changed in html entities like é an so on witch just render like "é" and not "é" even if asked to display messages in html in Roundcube config. (I have the same behaviour with gmail)

There may be a bad beahviour in mod_email.php file

A ticket will not become unassigned if it is closed via the "Manage Tickets" page. If it is closed from that window then it must be found and unassigned manually.

Add a numerical navigation bar to the footer on the client side, see attached image. Currently only displays on the adminside

From support ticket...

But I needed to force "strtolower()" in much more places than the ones you had... basically everywhere I could

So the following had to have strtolower everywhere they were used for comparison with some string $decoded->ctype_primary $decoded->ctype_secondary $part->disposition $part->ctype_primary $part->ctype_secondary $apart->ctype_primary $apart->ctype_secondary $apart->disposition

th reason is that many web clients use mixed texts with upper and lower characters, in my case it's not text/plain but Text/Plain?, the polace of attachment is not attachment but Attachment and in linux servers all this makes the difference.

pop3 requires mimedecode.php, yet this is not in the package

Recognize high priority emails (from clients such as Outlook) and allow admin to set the priority level for these emails.

Trellis Desk will be switching to a library that will handle incoming emails (piping, POP3, IMAP, etc) with much more reliability and functionality.

Would like to have related KB articles shown to users *as they type* a ticket (pipe dream, a la SupportCenter? - qualityunit.com), *OR* ... have related articles sent to users immediately after ticket submission (most feasible).

Would also like the ability to have some control over how the system determines what's truly related or not, please (i.e., hidden "Keywords" field for each article). Would be nice to have a script that looks at an existing article, pulls and suggests a list of keywords for it, then we have the option to add/remove from that list. (Useful for users with more than a few existing KB articles!)

This might be better off as a plugin...

Members of the same group or company can all view each other tickets via the client end. Great for companies (obviously). :P

Companies can have an assigned owner who can create additional users and control their access, etc.

I would like the option to hide the Knowledge Base from certain users, not just ban it.

It would be great for Trellis to display “real language” timestamps instead of dates and times.

For example, it is more useful to see something like “1 hour ago” as the last response timestamp or when the ticket was submitted, instead of a date/time timestamp.

(If it was more then 24 hours, then show something like “1 day ago”, etc…)

The idea here is that seeing the number of hours or days in “normal language” is much easier for staff and customers then seeing a date/time timestamp and then having to calculate how long it’s been, etc…

In other words, it’s more “usable” to show something like “1 hour ago” or “5 days ago” then a bunch of numbers.

Of course, admin should be able to enable/disable this feature if desired. (Although I suspect most people would prefer it this way since it makes more sense in a helpdesk software to show in “hours” or “days” the various times.) Perhaps make it show hours or days, but then have a rollover popup show the actual timestamp?

Thanks!

Use URL rewriting to allow knowledgebase URLs to be rewritten so they look better (and work better in search engines).

For example, when currently linking directly to a KB article, the URL looks something like this:

​http://www.domain.com/support/index.php?act=article&code=view&id=1

It would be better if it could look like this:

​http://www.domain.com/support/kb/Article-Subject-Here/

The search engines will eat that kind of URL up for lunch, and love will be spread around everywhere.

Plus, it just looks better when we have need for direct linking from our website or in a ticket response, etc.

Thanks.

Do not allow deletion of critical data such as required groups. What to do about deleting all data such as all departments, etc?

Allow the user to filter tickets in the ticket list, similar to how staff can do so in the ACP.

Search custom department fields (tickets) and profile fields (users). This would require a major revamp of the custom field system...

Tasks such as auto-close should be moved to a cron job.

Hello,

I would like to submit a feature request:

My spam filter adds the prefix " SPAM " to all messages which are delivered to a POP3 mailbox which is imported by Trellis Desk.

It would be really great if Trellis Desk was capable of deleting this marked spam based on a match of a configurable string of the subject.

Hi,

Can you put inside backoffice some reporting functions?

Ex. How many tickets open by department, how many per members, monthly view, duration of tickects, etc.

Thanks

this is update for ​http://trac.assembla.com/trellisdesk/ticket/158. It parses From and Nickname fields more properly + old patch.

[dv@dvpc accord5]$ cat ./xx.diff 
--- ./pop3.php.old      2009-05-11 10:41:59.000000000 +0400
+++ ./pop3.php  2009-08-03 18:39:12.000000000 +0400        
@@ -44,7 +44,8 @@                                          
                                                           
 define( 'IN_HD' , 1 );                                    
                                                           
-ini_set( 'display_errors', 0 );                           
+//ini_set( 'display_errors', 0 );                         
+ini_set( 'display_errors', E_ALL );                       
                                                           
 #=============================                            
 # Define Our Paths                                        
@@ -93,8 +94,6 @@                                          
                                                           
                                $raw_email = imap_fetchbody( $mbox, $msg->msgno, NULL );                                                                        
                                                                                
-                               imap_delete( $mbox, $msg->msgno );              
-                                                                               
                                #=============================                  
                                # Now the Fun Begins :D                         
                                #=============================                  
@@ -105,21 +104,32 @@                                                           
                                $boundary_active = 0;                           
                                $boundary_count = 0;                            
                                                                                
-                               while ( list( , $line ) = each( $lines ) )      
+// by Dv                                                                       
+//                             while ( list( , $line ) = each( $lines ) )      
+                               while ( list( $lineidx, $line ) = each( $lines ) )                                                                              
                                {                                               
+// by Dv end                                                                   
                                        if ( ! $headers_complete )              
                                        {                                       
                                                // From                         
                                                if ( preg_match( "/^From:\s*(.*)$/", $line, $matches ) )                                                        
                                                {                               
                                                        $email['from'] = $matches[1];                                                                           
+// by Dv                                                                       
+    if ( preg_match( "/\s<(.*)>/", $lines[ $lineidx + 1], $dvm)) {             
+          $email['nickname'] = decode_mime_string( $email['from']);            
+          $email['from'] = $dvm[1];                                            
+//var_dump( $email['nickname']);                                               
+//var_dump( $email['from']);                                                   
+    }                                                                          
+// by Dv end                                                                   
                                                                                
                                                        if ( strpos( $email['from'], '<' ) !== false )                                                          
                                                        {                       
                                                                if ( preg_match( "/(.*?)<(.*)>/", $email['from'], $matches ) )                                  
                                                                {               
                                                                        $email['nickname'] = $matches[1];                                                       
-                                                                       $email['from'] = $matches[2];                                                           
+                                                                       $email['from'] = decode_mime_string($matches[2]);                                       
                                                                                
                                                                        if ( preg_match( "/\"([^\"]*)\"/", $email['nickname'], $matches ) )                     
                                                                        {       
@@ -146,7 +156,7 @@                                                             
                                                // Subject                      
                                                if ( preg_match( "/^Subject:\s*(.*)$/", $line, $matches ) )                                                     
                                                {                               
-                                                       $email['subject'] = $matches[1];                                                                        
+                                                       $email['subject'] = decode_mime_string($matches[1]);                                                    
                                                }                               
                                                                                
                                                // Date                         
@@ -160,10 +170,17 @@                                                           
                                                {                               
                                                        $email['content_type_raw'] = $matches[1];                                                               
                                                                                
+                                                                               
                                                        if ( preg_match( "/^multipart\/alternative;/", $email['content_type_raw'], $matches ) )                 
                                                        {                       
                                                                $email['mixed_content'] = 1;                                                                    
                                                        }                       
+// by Dv: fuck                                                                 
+                                                       elseif ( preg_match( "/^multipart\/mixed;/", $email['content_type_raw'], $matches ) )                   
+                                                       {                       
+                                                               $email['mixed_content'] = 1;                                                                    
+                                                       }                       
+// by Dv: fuckoff                                                              
                                                        elseif ( preg_match( "/^text\/plain;/", $email['content_type_raw'], $matches ) )                        
                                                        {                       
                                                                $email['content_type'] = 'text/plain';                                                          
@@ -308,8 +325,14 @@                                                            
                                $email['from'] = $ifthd->sanitize_data( decode_utf8( $email['from'] ) );                                                        
                                $email['nickname'] = $ifthd->sanitize_data( decode_utf8( $email['nickname'] ) );                                                
                                $email['to'] = $ifthd->sanitize_data( decode_utf8( $email['to'] ) );                                                            
-                               $email['subject'] = $ifthd->sanitize_data( decode_utf8( $email['subject'] ) );                                                  
-                               $email['message'] = $ifthd->sanitize_data( utf8_encode( decode_ISO88591( decode_utf8( $email['message'] ) ) ) );                
+// by Dv: fuck                                                                 
+//echo( "m 0:" . $email['from'] . "\n");                                       
+$email['from'] = decode_mime_string( $email['from'] );                         
+//echo( "m 1:" . $email['from'] . "\n");                                       
+$f = false;                                                                    
+if ( $email['content_type_raw']) $f = dv_dec( $email, $email['content_type_raw']);                                                                             
+if ( !$f) $f = dv_dec( $email, $email["parts"][1]['content_type_raw']);        
+// by Dv: fuckoff                                                              
                                $email['date'] = $ifthd->sanitize_data( $email['date'] );                                                                       
                                                                                
                                $email['date'] = strtotime( str_replace( '&#40;', "(", str_replace( '&#41;', ")", $email['date'] ) ) );                         
@@ -908,6 +931,9 @@                                                             
                                                $ifthd->rebuild_staff_cache();  
                                        }                                       
                                }                                               
+                                                                               
+                         imap_delete( $mbox, $msg->msgno );                    
+                                                                               
                        }                                                       
                                                                                
                        imap_expunge( $mbox );                                  
@@ -977,4 +1003,51 @@                                                           
            return $str;                                                        
 }                                                                              
                                                                                
+function decode_mime_string($subject) {                                        
+  $string = $subject;                                                          
+//var_dump( "sub: " . $subject);                                               
+  if(($pos = strpos($string,"=?")) === false) return $string;                  
+  while(!($pos === false)) {                                                   
+    $newresult .= substr($string,0,$pos);                                      
+    $string = substr($string,$pos+2,strlen($string));                          
+    $intpos = strpos($string,"?");                                             
+    $charset = substr($string,0,$intpos);                                      
+    $enctype = strtolower(substr($string,$intpos+1,1));
+    $string = substr($string,$intpos+3,strlen($string));
+    $endpos = strpos($string,"?=");
+    $mystring = substr($string,0,$endpos);
+    $string = substr($string,$endpos+2,strlen($string));
+//var_dump( $string);
+//var_dump( base64_decode($string));
+    if($enctype == "q") $mystring = quoted_printable_decode(ereg_replace("_"," ",$mystring));
+    else if ($enctype == "b") $mystring = base64_decode($mystring);
+//var_dump( $enctype);
+    $charset = strtoupper( $charset);
+    if ( $charset != "UTF-8") $mystring = iconv( $charset, "UTF-8", $mystring);
+    $newresult .= $mystring;
+    $pos = strpos($string,"=?");
+  }
+
+  $result = $newresult.$string;
+
+// by Dv: fuck
+//  if(ereg("koi8", $subject)) $result = convert_cyr_string($result, "k", "w");
+//  if(ereg("KOI8", $subject)) $result = convert_cyr_string($result, "k", "w");
+// by Dv: fuckoff
+  return $result;
+
+}
+
+// by Dv
+function dv_dec( &$_email, $_part) {
+ if ( preg_match( "/.*charset=(.*).*/", $_part, $m) < 1) return( false);
+ // found encoding of the main part or at first of multypart. trying to decode
+ $e = strtoupper( $m[ 1]);
+ $e = str_replace( "\"", "", $e);  $e = str_replace( ";", "", $e);
+ $ea = explode( " ", $e);  $e = $ea[ 0];
+ if ( $e == "UTF-8") return( true);
+ if ( $e != "UTF-8") $_email['message'] = iconv( $e, "UTF-8", $_email['message']);
+ return( true);  }
+// by Dv end
+
 ?>

hope, it helps

Hi,

Is it possible to have a "quote" feature in the trellis desk, that can be within a "box" or some type of formatting?

Some staff might be a little nosey...

The upgrade center takes you to your Trellis Desk homepage after you complete an upgrade. But if you have more than one upgrade to run, you are still taken to the Trellis Desk homepage after running one upgrade, and many do not realize you still have more upgrades to run.

Option to set Ticket to automatically changed to certain status and also notify the ticket owner of the change of status after certain amount of time elapsed without a reply from the Ticket owner.

1) Admin able to select what status the ticket will be automatically changed to.

2) Admin able to set the amount of time elapsed before the ticket status will be automatically changed.

3) Admin able to create the change of ticket status notification message.

possibly as an addon module

Allow multiple attachments in a ticket. When the POP3-feature is used, only the first attachment in a mail is attached.

Allow permissions to be defined for custom pages (per group).

Allow customization of TinyMCE buttons via settings. Don't forget to change the inline code for edit comment / reply.

Ex: Manage Priorities list could have "Open Tickets", "Tickets", etc columns that link to the Manage Tickets page with the statistical number.

Could do the same for members in a group, articles in categories, etc.

Trellis Desk currently ignores incoming emails that are addressed to TD in the CC or BCC fields.

Trellis Desk should try to detect bounce emails and discard them appropriately.

Ex: from Mailer-Daemon@

We removed the ban users setting (main setting), so lets add an option to ban the user via the edit user page.

After installation, the installer recommends you delete or rename the install directory.

Fair enough. However it also includes a link to 'get started' which is to: [your domain]/install/index.php?step=8.

If you follow the instructions and delete that directory however, the link will become 404.

Deprecated: Call-time pass-by-reference has been deprecated in C:\wamp\www\SUPPORT\v2\includes\trellis.php on line 266

Deprecated: Call-time pass-by-reference has been deprecated in C:\wamp\www\SUPPORT\v2\includes\trellis.php on line 297

Deprecated: Call-time pass-by-reference has been deprecated in C:\wamp\www\SUPPORT\v2\includes\trellis.php on line 313

Deprecated: Call-time pass-by-reference has been deprecated in C:\wamp\www\SUPPORT\v2\includes\trellis_admin.php on line 60 Loading...

Sometimes, administrator forget to run the upgrade wizard after an upgrade, which can result in errors. We can alert them in some way, such as a version check and message in the ACP.

An option to archive tickets to an archival database would help keep the main operating database small as well as clean up user's screens (do they really need to see a ticket they submitted two years ago?)

Especially useful for those of us who are using one u:p for each company we deal with. Tickets can add up pretty fast.

Is it possible to disable the "Redirecting...click here if your don't want to wait" and go to the page immediately? If not, could it be a feature?