Title: @1 Helpdesk XP: Frequently-asked questions
Please check this section before you email us for technical help.
By default, a notification email is only sent to the master administrator when a new ticket is submitted by a visitor. I am always out of the office. Can I have a copy of the notification email forwarded to my assistant?
Yes. Under the configuration file "lib.inc", add the secondary email address like this:
$config{"notification.email"} = "mail\@your.com,james\@hotmail.com";
When I first executed the scripts, I got the error "Internal Server Error (Error 500)" OR a message saying "DB_File could not be found".
A list of commonly-made installation mistakes are listed under the "General Help" section of this Document Center. If none of them is causing the "Internal Server Error", then the module DB_File might be missing.
This helpdesk system uses a standard module called "DB_File". This is a standard module which should have been pre-installed into your server by your hosting ISP. As such, it is not necessary for you to install the module when installing Helpdesk XP. It is very rare that a hosting server comes without it.
If the DB_File module is unfortunately missing (very rare from our experience), what you have to do is to inform your host to install it (the process is quite easy for them). The complete files and documents can be found at http://search.cpan.org
How do I remove the "Gender", "Age", "Company" and/or "Country" fields?
You can safely remove the Age and Company from the templates since the default value is "" (blank).
However, for Gender and Country fields, you must change them to HIDDEN fields.
For Gender field:
<input type=hidden name="gender.id" value="0">
since 0 = not specified
For Country field:
&<input type=hidden name="country.id" value="1">
- Then open the countries.inc file in the "lib" folder and change the first country (the one immediately after the option "not specified") to any text you like. For example, "Nil".
They are now hidden fields, your customers won't see them on the form.
Everytime a message is submitted without an attachment file, an error message is generated. There is no problem when an attachment file is included.
Search for this line in "hd.admin.php" and "hd.client.php":
copy ( $cgi['file.name']['tmp_name'], $config['upload ......
You will find this line twice in EACH file above.
Place the @ symbol in front of the lines:
@copy ( $cgi['file.name']['tmp_name'], $config['upload ......
This should solve the problem.
With version 3.0, I am getting error messages on the top of the page. It says the problem is related to session_start(); on line 17.
Open hd.admin.php with a text editor. Remove this line (on line 17):
session_start();
If I login using the correct username/password at hd.admin.php, I get a white page with a few lines of errors.
Make sure there are no empty lines at the end of the file "lib.php".
How do I change the date format from dd.mm.yyyy to mm.dd.yyyy?
This line appears in a few files. Change all of them from ....
sprintf ( "%02d.%02d.%04d", $tmp{"d"}, $tmp{"m"} + 1, $tmp{"y"} + 1900 ) );
To .....
sprintf ( "%02d.%02d.%04d", $tmp{"m"} + 1, $tmp{"d"} - 1, $tmp{"y"} + 1900 );
Suggested by Pastor Keith from USA. Test at your own risk.
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