Support System

[Tribal-Dolphin]

Hi all,
I'm working on support system and I have some question.

Why the sys_user table don't have the user email address ? (in my ISPConfig install, it's always @ispconfig.de)

The field 'userid' (on sys_user table) of a resseller contains the 'doc_id' of the admin and for a client, it contains the resseller creator's doc_id (or the admin doc_id). I'm right ?

Can I modify the go_info.inc.php file to add the 'userid' field of sys_user table ?

Thanks.
Tribal-Dolphin

[till]

Originally Posted by Tribal-Dolphin

Why the sys_user table don't have the user email address ? (in my ISPConfig install, it's always @ispconfig.de)

Thats a good question The Field was there from another application that used the same framework. It is a good idea to use it in ISPConfig too, so we have to modify the isp_isp_kunde.inc.php and the isp_isp_reseller.inc.php to write the correct email address when creating a new controlpanel user.

Originally Posted by Tribal-Dolphin

The field 'userid' (on sys_user table) of a resseller contains the 'doc_id' of the admin and for a client, it contains the resseller creator's doc_id (or the admin doc_id). I'm right ?

Yes, thats right.

The external relations are:

ID Relations Resellers:

sys_user.doc_id => isp_isp_reseller.reseller_userid

ID Relations Clients:

sys_user.doc_id => isp_isp_kunde.webadmin_userid

Originally Posted by Tribal-Dolphin

Can I modify the go_info.inc.php file to add the 'userid' field of sys_user table ?

Yes, but i think in most cases you need the doc_id of the user. This is needed to check the permissions against the *_nodes tables. The doc_id of the user is alredy part of the $go_info array.

[Tribal-Dolphin]

Originally Posted by till

It is a good idea to use it in ISPConfig too, so we have to modify the isp_isp_kunde.inc.php and the isp_isp_reseller.inc.php to write the correct email address when creating a new controlpanel user.

Ok, i'll go to modify this files.

Originally Posted by till

Yes, but i think in most cases you need the doc_id of the user. This is needed to check the permissions against the *_nodes tables. The doc_id of the user is alredy part of the $go_info array.

I need the creator's ID for sent the support question to him. I've take a look to the *_nodes tables and i don't find how to retrieve the creator's ID.
Can you help me for that ?

[till]

Originally Posted by Tribal-Dolphin

I need the creator's ID for sent the support question to him. I've take a look to the *_nodes tables and i don't find how to retrieve the creator's ID.
Can you help me for that ?

Who do you mean with creator? The client that sends a support question to the admin / reseller?

General explanation: If a user saves a form that was build with the form generator, the contents of the form are stored in the form specific table, the user and permission information is stored in the *_nodes table.

Example for isp_nodes and isp_isp_web:

isp_nodes.tree_id = unique index field of the nodes table.
isp_nodes.userid => sys_user.doc_id // Sorry, i know that this is a bit misleading with the userid column in sys_user, but doc_id is always the name of the primary index field of an table.
isp_nodes.groupid => groups.groupid
isp_nodes.parent => this field is for building the tree view, it can contain the tree ID of the parent item (folder) or the string group[GROUPID] when it is not in a folder and belongs to a group with the ID [GROUPID].
isp_nodes.type => contains 'n' if it is a folder, or 'i' if it is form document.
isp_nodes.doctype_id => isp_isp_web.doctype_id => doctype.doctype_id // in the doctype table are the form definitions stored that are made with the foem designer
isp_nodes.doc_id => isp_isp_web.doc_id // The doc_id's are the primary index fields of the content tables
isp_nodes.status // 1 = active, 0 = Deleted / stored in the trash
isp_nodes.icon // may contain the name of the icon file, if it is empty, a default icon is used
isp_nodes.modul // not used in ISPConfig
isp_nodes.title // The title that is displayed in the tree view, if the form is from the type that is displayed in the tree.

[Tribal-Dolphin]

The Creator is the person who have created the reseller/client account.
I'll need to know if the question is for admin, Reseller1, Reseller2, ......

I don't find this file : isp_isp_kunde.inc.php and the isp_isp_reseller.inc.php. Where they are ?

[falko]

Originally Posted by Tribal-Dolphin

I don't find this file : isp_isp_kunde.inc.php and the isp_isp_reseller.inc.php. Where they are ?

Actually it's ispconfig_isp_kunde.lib.php and ispconfig_isp_reseller.lib.php. They are in /home/admispconfig/ispconfig/lib/classes.

[till]

Originally Posted by Tribal-Dolphin

The Creator is the person who have created the reseller/client account.
I'll need to know if the question is for admin, Reseller1, Reseller2, ......

I assume you have the sys_user.doc_id of the reseller/client and want to get the sys_user.doc_id of the creator. First we will find out if it is a reseller or a client. When it is a reseller, the support requests have to be send to the admin:

$groups = $go_api->groups->myGroups();
if(is_array($groups)) {
//This user is a reseller, because clients do not have a group!
} else {
// This must be a client, now get the sys_user.doc_id of the reseller
$reseller = $go_api->db->queryOneRecord("SELECT doc_id FROM sys_user WHERE userid = $client_sys_doc_id");
$reseller_sys_doc_id = $reseller["doc_id"];

}

Originally Posted by Tribal-Dolphin

I don't find this file : isp_isp_kunde.inc.php and the isp_isp_reseller.inc.php. Where they are ?

Sorry, i posted the wrong filenames:

in /home/admispconfig/ispconfig/web/lib/classes/

ispconfig_isp_kunde.lib.php
ispconfig_isp_reseller.lib.php

Every class contains functions that are called when an event like insert update or delete happens for a form. The functions are:

*_insert($doc_id, $doctype_id, $die_on_error = '1')
*_update($doc_id, $doctype_id, $die_on_error = '1')
*_delete($doc_id, $doctype_id, $die_on_error = '1')

[falko]

Originally Posted by Tribal-Dolphin

Hi all,
I'm working on support system

Hi Tribal-Dolphin,

can you describe how your support ticket system works? I found it under Help, but don't know how to use it.

[Tribal-Dolphin]

I attach a little manual in HTML.

[till]

Originally Posted by Tribal-Dolphin

I attach a little manual in HTML.

This looks really nice!