'Canned Responses'

[Guest kerlj001]

Hi All

 

Has anyone got experience of HESK Helpdesk AND Liberum? I would love to incorporate the 'Canned Responses' and 'Auto-suggested solutions' used in the Open Source Hesk; for our school Helpdesk (heavily modified Liberum).

 

Anyone got any ideas which parts of hesk I need to add to Liberum

 

TIA

JODY

[Pashers]

We're currently using Liberum, not fully started using it. However, the amount we've used so far and seeing the capabilities of what it is able to do, I think this is a great product considering it's free. It does everything we need for a helpdesk. It allows auto logon for the user (first time they log into the support, it'll ask for their forename, surname etc.)

 

The setup can be a little tricky depending how you want it set up. You can either use a SQL database (which we have in place), or you could use Access.

 

If you need any help to set it up just give me a shout.

 

Overall I think it's a good product, you may get better ones (especially if you're willing to pay). But does the trick for us.

[Guest kerlj001]

Hi

 

Whilst experienting, ive managed to disable the 'Hide From End Use' functionality from the additional note section. Changing Rep/Staus' etc remains private.

 

Please any ideas as users can see all added comments now! :-(

 

TIA

 

Jody

[Pashers]

Hi there in the rep folder go to details.php.

 

The original code is

 

(line 355)

If Usr(cnnDB, sid, "RepAccess")=2 Or status = Cfg(cnnDB, "CloseStatus") Then
   strTextDisable = "readonly"
   strListDisable = "disabled"
 Else
   strTextDisable = ""
   strListDisable = ""
 End If

 

(line 671)

> <%=lang(cnnDB, "HideFromEndUser")%>

 

You might want to modify it to your needs if you've been heavily modifing it yourself.