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No Help from peer-to-peer forums

Started 1 year ago by Brendt_W
15 posts in this topic
Latest reply from RichardR

Brendt_W

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Hi There.
i don't seem to be getting any help from the peer-to-peer forums, i know this is not your guys fault, but i was hoping that you could please help me out. Your helpdesk is ABSOLUTELY AMAZING!!! i would just like some help with the following that i can not figure out.

1. I cannot seem to upgrade from v1.0.1 to v1.0.2 (if posible please see my post in peer help) else i can re-post here for you.
2. What does 'hold' status mean for tickets, and how do we place a ticket that has been put on hold back into 'open' status
3. Were can i configure the helpdesk 'administrator' to email, that i put in when we first installed Trellis
4. Where or how can i change the text and layout of the email that gets sent to a member when they submit a new ticket, can this be done, i would like to include our company logo (is this legal?)
5. Im not sure why this is, but in certain areas of trellis, the whole layout and screen seems to be a link back to my helpdesk home page, some of our clients are complaining that if they by mistake click somewhere on the page, they just go back to our helpdesk home page.

Thank you in advanced for any help, i know you guys are very busy, but would really appropriate some help. This is the best ticket system by far. I ABSOLUTELY LOVE IT.

Posted 1 year ago #
DJ

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Project Lead, Trellis Desk

1) Replied.

2) On Hold is just a way of letting your customers know that you are aware of the ticket and it is currently, well... "on hold". You can use it in many ways, whatever suits you best. There currently isn't a way to toggle back to "Open". The only way to get it off the On Hold status is to reply, escalate, or close the ticket. However, in Trellis Desk 2 you will be able to toggle back no problem.

3) Email Settings

4) Yes it's legal. You are free to modify the software to fit your needs, as long as the copyright remains intact. ACP > Look & Feel > Manage Languages > Edit (Language) > lang_email_content.php

5) Never heard of that issue. Definitely shouldn't be acting like that.

Posted 1 year ago #
Veridique

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Member

Brendt,

It sounds like you might've forgotten to close a hyperlink tag somewhere early on in your code when you did a manual modification of the template. An open < a > tag could cause that problem...

Posted 1 year ago #
Brendt_W

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Hi Veridique.
Thank you for your reply. I don't think i have made any changes in my template
as far as i am aware of. Where would i check for this?

thank you for taking time to help with this.

Posted 1 year ago #
DJ

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Project Lead, Trellis Desk

If you don't know where to check for changes, then you probably haven't made them. :P But it would be in ACP > Look & Feel > Templates or Wrapper (Edit)

Is this only happening on a specific browser / operating system?

Posted 1 year ago #
Brendt_W

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Member

Hi Guys.
thanks for the reply.
I initially thought it was just on IE(8), but it is happening on Firefox(3.6) as well.
it seems that IE is a little worse though. It looks like any open space is actually
linking back to the home page. I have taken screen shots for you to take a look
at, i have marked in red(open spaces) where the links are, and you can see in
the bottom status bar what the link is pointing to.

http://www.papyrussoftware.co.za/Downloads/Public/HelpDeskLinkIE.JPG (IE8)
http://www.papyrussoftware.co.za/Downloads/Public/HelpDeskLink.JPG (Firefox)

thanks for any help on this matter.

Posted 1 year ago #
DJ

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Project Lead, Trellis Desk

I see the issue on your help desk. However, it appears to be a result of the modification of the skin templates and/or wrapper. I'm not exactly sure what you did, but if you run your HTML through a validator, it fails:
http://validator.w3.org/check?uri=http%3A%2F%2Fhelpdesk.papyrussoftware.co.za%2F

Whereas the original Trellis Desk skin passes:
http://validator.w3.org/check?uri=http%3A%2F%2Fdemo.accord5.com%2Ftrellis%2F

Posted 1 year ago #
DJ

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Project Lead, Trellis Desk

Or this huge header image might be causing the problem.

http://helpdesk.papyrussoftware.co.za/images/default/header.jpg

Posted 1 year ago #
Brendt_W

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Member

Hi Guys.
thanks for all the help. i think the problem might be the header.jpg
that DJ mention, it was supposed to be a temporary solution.
i want to change the header with a blank.gif file. i will probably have
to change this somewhere so that Trellis looks for Blank.gif instead
of header.jpg, where would i change this?

thank you for all your help thus far.

Posted 1 year ago #
DJ

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Project Lead, Trellis Desk

You could just remove the code for the header. And ACP > Look & Feel > Wrapper (Edit)

Posted 1 year ago #
dan.horrigan

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Member

First off, you did edit the template, because the header code reads like this on your page:

<!a href='http://helpdesk.papyrussoftware.co.za/index.php' title='Trellis Desk'>

You CANNOT have '<!a' It is not valid and would cause all sorts of weird things to happen. Try fixing that first.

Dan

Posted 1 year ago #
Brendt_W

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Member

Hi Dan.
i have only edit that line now after the suggestion from DJ.
i didn't want to delete the line, just in case i wanted to use it
later, so i just commented out the line. is that not the right way
to comment out the line?

thanks for your response.

Posted 1 year ago #
DJ

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Project Lead, Trellis Desk

Nope, that's not the correct syntax for an HTML comment.

http://www.w3schools.com/tags/tag_comment.asp

Posted 1 year ago #
Brendt_W

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Member

Hi Guys.
thanks for all your feedback and help.
i have made the changes to comment out the line properly.
thank you to Dan and Veridique for all your feedback and help.

and a special thank you to DJ for all your help.

thanks guys, Trellis is an awesome system, and the help is tops.
Brendt

Posted 1 year ago #
RichardR

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Member

It is possible to change the header :)
http://www.compurees.com/trelis/

Posted 1 year ago #

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