Help Center Live Community

Development => eTicket => Topic started by: isis on June 22, 2007, 10:19:48 AM



Title: eTicket
Post by: isis on June 22, 2007, 10:19:48 AM
Hello.

I have now reinstalled HCL from scratch along with eTicket. However, OSticket still shows up under modules and trouble tickets. How do I update HCL so that eTicket shows up under modules and Trouble Tickets? I believe I have followed all the instructions.

Many thanks.


Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 02:34:45 PM
Ensure there is a /hcl/modules/eTicket folder and NO /hcl/modules/osTicket folder.  This is very important.




Title: Re: eTicket
Post by: isis on June 22, 2007, 03:22:53 PM
Hello.

Sorry for posting in the wrong place.

I deleted the OStickets folder in /hcl/modules/  (eTickets is there) but now when I start HCL there is no trouble tickets  icon at all and no modules listed when I click on Modules.

Any ideas?

Thanks.


Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 03:27:04 PM
It seems I left a line out of the setup instructions...  No problem about the post, it happens... :) Here are the proper instructions:

Steps for installing eTicket system for Help Center Live.

NOTE:  This version of eTicket has been modified to allow it to work properly
on Help Center Live.  There is no project admin for this project, if your
interested, check out the forums at http://helpcenterlive.com for more info.

1. Make sure you have Installed Help Center Live properly.  If HCL is not
   running correctly, odds are this mod will not either.
2. Unzip and copy files to your root HCL directory (often web/hcl/)
3. Install the eTicket application according to eTickets instructions
   (http://mydomain.com/hcl/modules/eTicket/readme.html)
4. Edit the /hcl/modules/eTicket/hcl/config.php file and make both active and display variables true
5. Edit settings.php file after installing.  Put the actual path in the $rootpath_dir
   $rootpath_dir='/var/www/web1/web/hcl/modules/eTicket/';
6. eTicket should now be working.


Title: Re: eTicket
Post by: isis on June 22, 2007, 03:39:14 PM
Hello.

I did that and eTicket does now show up but all the eticket icons that should appear when you click on Trouble Tickets appear as failed images (red crosses). eTicket does work fine if I access it directly by going to its url...

http://website/help/modules/eTicket/admin.php

I am sure its obvious....

What have I missed?

Thanks.


Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 03:45:20 PM
Hmm, for some reason it's not picking up the correct URL for the images.  Can you right click one of the broken images and see where it's pointing? 


Title: Re: eTicket
Post by: isis on June 22, 2007, 04:00:29 PM
Hello.

I have attached a screenshot in which I am hovering the mouse over the first failed icon. You can see the link in the status bar at the bottom of ie.

Thanks.


Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 04:13:18 PM
Unfortunately that only shows the link, not the image link.  If you right click the image, and select properties, we need the image location.


Title: Re: eTicket
Post by: isis on June 22, 2007, 05:08:15 PM
Oops....

Here is the link shown in the Address URL section of the image properties....

http://ccgi.isisitsolutions.plus.com/help/admin/module.php?

Thanks.


Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 05:11:35 PM
Close, but I need the one up at the top of the properties window.  It'll end with a picture extension.


Title: Re: eTicket
Post by: isis on June 22, 2007, 05:20:04 PM
Sorry for being thick but there is no image extention shown when I right click on the failed image icon. The only one that does show the image name is the Failed My Account icon which reads my.gif.

Thanks.


Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 05:22:26 PM
Hmm, do you have access to your server logs?
There should be a 404 error on the image, which will show where it's trying to load from.


Title: Re: eTicket
Post by: isis on June 22, 2007, 05:29:59 PM
Hello.

All of the links seem to work fine except for the largest of the six images (My Account) which brings up an error 404 page (attached). I dont have access to the server logs at this time.

Thanks.


Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 05:40:21 PM
Ok, I'll have to try and duplicate the problem.  Without the URLs for the images, we don't know where their trying to load from.


Title: Re: eTicket
Post by: isis on June 22, 2007, 05:50:51 PM
Sorry for being more accurate.... I will keep working on it.

Thanks.


Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 05:52:35 PM
No worries, just want to try and get it running for you. :)


Title: Re: eTicket
Post by: isis on June 22, 2007, 05:55:01 PM
I meant, sorry for not being more accurate...

 ;D


Title: Re: eTicket
Post by: isis on June 22, 2007, 06:04:15 PM
Ok, I think I haven't integrated eTicket into HCL properly (obviously) because it seems to show the closed ticket section by default when I click on Trouble Tickets (see first screen shot in this thread) as well as the failed icon. Also, in the same window, if I click on the search button for eTicket I get the following page.



Title: Re: eTicket
Post by: HCL Admin on June 22, 2007, 06:11:55 PM
Ok, it certainly looks like there are issues with the eTicket URL.  I'm going to have to hack in a patch to resolve the issue.  Might be a bit, I'm buried right at the moment.


Title: Re: eTicket
Post by: isis on June 22, 2007, 06:13:45 PM
Ok. I will keep an eyev on this thread. Thanks for your help. :)


Title: Re: eTicket
Post by: tommyjohn on June 23, 2007, 02:34:24 AM
I have he missing images as well... here are the URLs...

hcl/admin/themes/eticket/images/buttons/delete.gif
hcl/admin/themes/eticket/images/buttons/close.gif
hcl/admin/themes/eticket/images/buttons/view_answered.gif
hcl/admin/themes/eticket/images/buttons/view_closed.gif
hcl/admin/themes/eticket/images/buttons/refresh.gif

Edit:

I think the URL is supposed to be (thats where I found the images):

hcl/modules/eticket/themes/eticket/images/buttons/[button_name].gif

I hope this helps...


Title: Re: eTicket
Post by: HCL Admin on June 23, 2007, 02:41:20 AM
Yup, it's screwing up the URLs.  I'll have to hack it to force the path...


Title: Re: eTicket
Post by: HCL Admin on June 23, 2007, 02:45:59 AM
You got it right, but PHP when it reports the script that's running uses the URL of the wrapper, not the eTickets, so I have to find where it's getting the URL, and have it rewrite it to fit the hcl schema.