Help Center Live Community

Support => Daily Operations => Topic started by: corncomps on June 29, 2007, 07:29:08 AM



Title: turning of osticket
Post by: corncomps on June 29, 2007, 07:29:08 AM
i am wondering if its possible to turn off the osticket part of hcl as i have a new support center but require the live support part of hcl.


Title: Re: turning of osticket
Post by: HCL Admin on June 29, 2007, 07:39:43 AM
Certainly.  using your ftp program or file manager in your control panel for your hosting, go to where you installed HCL,

now open the modules directory
then the osTicket directory
then the hcl directory. 

You should see a file called config.php.  Edit this file (you may have to download, edit, then upload.  Just depends on your setup.)

At this point you need to change the
Code:
    // This sets HCL to use the module or not.
    $GLOBALS['conf']['modules']['osTicket']['active'] = true;

    // This sets HCL to display the module in the main admin links.
    $GLOBALS['conf']['modules']['osTicket']['display'] = true;

to both being false.  This will disable osTicket (and save you a LOT of headaches.)


Title: Re: turning of osticket
Post by: Blasphemy on June 29, 2007, 06:56:30 PM
I am using my own ticket system also, but I didn't disable OSticket. The only place I noticed a reference to the OsTickets was if someone clicks on the live chat when it says offline or if no operators accept a chat in the given time. I just changed the href for that in the live_divert.tpl file to my page for tickets. Is that good enough, or does it cause problems in other areas also and i should do what you instructed to disable it?

Thanks,
David Henderson


Title: Re: turning of osticket
Post by: HCL Admin on June 29, 2007, 06:58:52 PM
You'll also have to edit the index.php in the modules/HelpCenter directory and comment out the form.

This is something I would like to see changed in 2.1.4


Title: Re: turning of osticket
Post by: Blasphemy on June 29, 2007, 07:04:58 PM
so I need to go to the index page and comment out the form and disable in config, or just comment it out in the index page since I changed the href?

Also, is there anyway to disable the emailing and printing of transcript option for the customers? We like the operators having access to the transcripts, but we are not too sure how we feel about the customers having them:)


Title: Re: turning of osticket
Post by: HCL Admin on June 29, 2007, 07:10:22 PM
Hmm, I'll put that in as a feature request.


Title: Re: turning of osticket
Post by: Blasphemy on June 29, 2007, 07:19:21 PM
Ok, one last question. I noticed you use .tpl files for templates, another component I use, Support Center, also uses .tpl files. Those are the only 2 programs I've ever seen use them though, what are they from? Is that the pattemplate style I've heard about? I am just used to templates being done in .css files.


Title: Re: turning of osticket
Post by: HCL Admin on June 29, 2007, 07:23:42 PM
Very likely they are smarty templates.  Check out smarty.php.net  It's like a database abstraction layer, only for output.


Title: Re: turning of osticket
Post by: corncomps on June 30, 2007, 01:54:09 AM
thanks that worked :) the form that comes up is good enough for me as we going to be using whmcs for our help desk.