Posts made by DomDis

@peopleinside That is unfortunate I am definitely moving on to Zammad.

Thank you for your patience you have been wonderful.

@peopleinside Thanks for all your replies. I really wanted to get UVDESK working and I think the Form Builder + Custom Fields would make this package usable BUT I have a feeling that it is NOT FREE any more (maybe it never was). Notes on Customer is another valuable option.

As you suggest I am waiting for the developer to reply & I hope tha this is available BUT I must move on, I will be trying Zammad Help Desk. It has these features built in.

Grazie per tutta la vostra assistenza è apprezzata. Domenic

@peopleinside said in Installing Apps:

Kindly wait a developer reply here,

I have a couple of questions here maybe you could address them all

So I'm confused there are so many githubs of UVDesk out there what is the difference between them all

https://github.com/search?p=1&q=uvdesk&type=Repositories

Is one of them better than the other: Does one of them have these free apps?

Who is webkul.com? when I was searching for the apps I saw the chat box and asked where the free apps are. Because no agent was available this opened a ticket with webkul.com so I'm wondering who they are.

How dos one install Apps into UVDesk as referenced in this Article

https://forums.uvdesk.com/topic/2010/additional-apps-that-you-can-add-to-the-open-source-uvdesk-helpdesk-system?_=1646782163458

@peopleinside IMAP is for incoming only yes ? I know my server does both IMAP and SECURE IMAP (993 as you show) but it is not GMAIL or Yahoo. I know my IPHONE know how connect via IMAP so 'm not sure what is going on there. Even if I don't get IMAP to work what is really important is SMTP so mail can go out and that is not working.

How do you attach pictures to these posts - Do I need to put the image on some hosted server or something ?

@peopleinside said in As the Dept MGR, How do I create a ticket and asign it to one of my staff:

have you try to open the ticket than on Agent change

I have not. I have tried to tic the ticket in the ticket list and then I click on the agent button and select the agent

BUT I think I'm having email issues - mail is not going out and I can't login as the test agent I created because there's no password on the account

Where does one find logs to see what mail issues UVDesk may be having especially in re guards to email

I was talking with one of our customers and they told me about an annoyance they found on our management software.

I login to UVDESk with the Admin account and I create a ticket, Now how do I assign that ticket to one of my staff (yes I created an agent account for them)

@peopleinside @peopleinside said in What is all the stuff at the bottom of the browser & can it be turned off?:

nstructions on previous messages say to replace dev with prod not to add APP_ENV=prod so you just replaced I hope. Be sure to do not create duplicate lines in the .env file.

I put a # before APP_ENV=dev the line and added a new line APP_ENV=prod . I think that makes it a comment. This seemed to work and I was able to create a few users but them my VM froze.

When you run php bin/console c:c as root account this can create issues. The command should be run not as root but as normal SSH user.

I was a normal user, no sudo

The user I am logged in to is part of the www-data group but I see permission in the /var/www/uvdesk/var/cache/* dir are read only for group and other

drwxr-xr-x # www-data www-data 4096 Feb 19 00:22 dev/
drwxr-xr-x # www-data www-data 4096 Mar  3 18:46 prod/

The garbage can is on the home page but it was blocked by the dev black line on the bottom. There's only a hint of the top of the can that is visable but I saw you can shrink that dev line to just an icon by clicking on the x

@peopleinside said in What is all the stuff at the bottom of the browser & can it be turned off?:

This is for clear cache or you can do also by SSH with the command : php bin/console c:c

Huh i vi the .env file to add APP_ENV=prod and I can't browser in anymore.

I will SSH and issue the command php bin/console c:c

That looks like it worked but I did receive an error

{"message":"Error thrown while running command \"cache:clear\". Message: \"Unable to write in the \"/var/www/uvdesk/var/cache/prod\" directory.\"","context":{"exception":{"class":"Symfony\\Component\\Console\\Exception\\RuntimeException","message":"Unable to write in the \"/var/www/uvdesk/var/cache/prod\" directory.","code":0,"file":"/var/www/uvdesk/vendor/symfony/framework-bundle/Command/CacheClearCommand.php:88"},"command":"cache:clear","message":"Unable to write in the \"/var/www/uvdesk/var/cache/prod\" directory."},"level":500,"level_name":"CRITICAL","channel":"console","datetime":"2022-03-03T18:47:05.895286+00:00","extra":{}}
18:47:05 CRITICAL  [console] Error thrown while running command "cache:clear". Message: "Unable to write in the "/var/www/uvdesk/var/cache/prod" directory." ["exception" => Symfony\Component\Console\Exception\RuntimeException^ { …},"command" => "cache:clear","message" => "Unable to write in the "/var/www/uvdesk/var/cache/prod" directory."]
{"message":"Command \"cache:clear\" exited with code \"1\"","context":{"command":"cache:clear","code":1},"level":100,"level_name":"DEBUG","channel":"console","datetime":"2022-03-03T18:47:05.900022+00:00","extra":{}}

  Unable to write in the "/var/www/uvdesk/var/cache/prod" directory.

And NOW its locked up I will reboot the VM

@peopleinside said in What is all the stuff at the bottom of the browser & can it be turned off?:

And clear cache

in the browser ?

When using UVDESK on the browser, what is all the stuff at the bottom of the browser & can it be turned off?

It looks like this but has icons and pop up menus
200 @ helpdesk_knowledgebase 24 ms 2.0 MiB 112 434 in 2.66 ms 20 anon. 5 ms 10 in 3.80 mn

@admin said in Organization:

@domdis UVdesk does not support this feature, since it organizes the ticket based on Group/Team/Agents. We don't have such kind of feature as of now.
Thank You!!

Its just a report selecting organization contains or a report grouped by organization ...

Can I write reports or am I getting confused with another product.

@peopleinside Just need to do the mail piece again. I had SMTP working but not IMAP Then I scrapped UVDESK and I came back to give it a second chance

@peopleinside said in Organization:

@domdis currently I know only you can monitor agent activity on the agent activity page in the dashboard but I don't know if this reply to what you need with different company.
For having access to agent activity you need run the latest UVdesk 1.0.18

https://www.uvdesk.com/en/blog/uvdesk-agent-activity/

How does one know what version they are running ? Also I'd like to know how much time per organization / customer

@peopleinside said in Having trouble running composer:

@domdis ok, be careful with external guides

Yes of course but I don't think there is malicious intent in this set of instructions. This is so much easier to follow that what I saw on the uvdesk site

Step 1: Update and install essential tools

Once in the terminal of your fresh Ubuntu server, update it and install essential tools we shall use in our installation process

sudo apt update && sudo apt upgrade
sudo apt install wget vim git unzip curl apache2 libapache2-mod-fcgid -y

There are some modules required for the FastCGI confiugration and we need to enable them. This can be done by running this command:

sudo a2enmod actions fcgid alias proxy_fcgi rewrite
sudo systemctl restart apache2

Step 2: Install and setup database

We are going to use MariaDB for this setup.

sudo apt update
sudo apt upgrade -y
sudo reboot

sudo apt install mariadb-server mariadb-client

sudo mysql_secure_installation

NOTE: RUNNING ALL PARTS OF THIS SCRIPT IS RECOMMENDED FOR ALL MariaDB
      SERVERS IN PRODUCTION USE!  PLEASE READ EACH STEP CAREFULLY!

In order to log into MariaDB to secure it, we'll need the current
password for the root user.  If you've just installed MariaDB, and
you haven't set the root password yet, the password will be blank,
so you should just press enter here.

Enter current password for root (enter for none):
OK, successfully used password, moving on...

Setting the root password ensures that nobody can log into the MariaDB
root user without the proper authorisation.

You already have a root password set, so you can safely answer 'n'.

Change the root password? [Y/n] n
 ... skipping.

By default, a MariaDB installation has an anonymous user, allowing anyone
to log into MariaDB without having to have a user account created for
them.  This is intended only for testing, and to make the installation
go a bit smoother.  You should remove them before moving into a
production environment.

Remove anonymous users? [Y/n]
 ... Success!

Normally, root should only be allowed to connect from 'localhost'.  This
ensures that someone cannot guess at the root password from the network.

Disallow root login remotely? [Y/n]
 ... Success!

By default, MariaDB comes with a database named 'test' that anyone can
access.  This is also intended only for testing, and should be removed
before moving into a production environment.

Remove test database and access to it? [Y/n]
 - Dropping test database...
 ... Success!
 - Removing privileges on test database...
 ... Success!

Reloading the privilege tables will ensure that all changes made so far
will take effect immediately.

Reload privilege tables now? [Y/n]
 ... Success!

Cleaning up...

All done!  If you've completed all of the above steps, your MariaDB
installation should now be secure.

Thanks for using MariaDB!

After you have the database installed, the next step is to create a database and user for UVdesk. Let us, therefore, go ahead and get this done as shown below. You are free to name your database and user differently and ensure you use a strong password.

$ mysql -u root -p
CREATE DATABASE uvdeskdb;
CREATE USER 'uvdeskadmin'@'localhost' IDENTIFIED BY 'StrongPassword';
GRANT ALL PRIVILEGES ON uvdeskdb.* TO 'uvdeskadmin'@'localhost';
FLUSH PRIVILEGES;
exit;

Step 3: Install and configure PHP

In order to get UVdesk pages served, there has to be a webserver. We shall use Apache for this guide. Additionally, UVdesk requires PHP we will have to set it up as well.

Install php-fpm and dependencies

sudo apt update
sudo apt install -y php
sudo apt install php-{cli,fpm,json,common,mysql,zip,gd,mbstring,curl,xml,bcmath,imap,intl,mailparse} php-pear

Check if php-fpm is running.

$ systemctl status php*-fpm.service

● php7.4-fpm.service - The PHP 7.4 FastCGI Process Manager
Loaded: loaded (/lib/systemd/system/php7.4-fpm.service; enabled; vendor preset: enabled)
Active: active (running) since Thu 2020-12-03 14:57:15 UTC; 1min 30s ago
Docs: man:php-fpm7.4(8)
Process: 41392 ExecStartPost=/usr/lib/php/php-fpm-socket-helper install /run/php/php-fpm.sock /etc/php/7.4/fp> Main PID: 41389 (php-fpm7.4)
Status: "Processes active: 0, idle: 2, Requests: 0, slow: 0, Traffic: 0req/sec"
Tasks: 3 (limit: 2204)
Memory: 10.3M

Add recommended PHP Settings

Open up your php-fpm ini file and add/edit the details shown below. They include Timezone, and memory limit settings. Add your date.timezone and change memory_limit to 512MB.

$ sudo vim /etc/php/*/fpm/php.ini

memory_limit = 512M

[Date]
date.timezone = Africa/Nairobi

Then restart php-fpm

sudo systemctl restart php*-fpm.service

Step 4: DownloadUVdesk community helpdesk

Download the Uvdesk community helpdesk project.

I believe this is going to the UVDESK.com domain

wget "https://cdn.uvdesk.com/uvdesk/downloads/opensource/uvdesk-community-current-stable.zip"

Extract the file

unzip uvdesk-community-current-stable.zip

Step 5: UVdesk installation

Move the resulting directory to /var/www/uvdesk directory:

sudo mv uvdesk-community-*/  /var/www/uvdesk

Set the permissions of the directory to www-data user and group:

Gotta look into this

sudo chown -R www-data:www-data /var/www/uvdesk
sudo chmod -R 775 /var/www/uvdesk

Step 6: Configure Apache for UVdesk

We have to make a few changes to the Apache configuration defaults by adding the details we need for UVdesk. Change into sites-enabled, back up the default file, and create a new one having new configurations.

sudo mv /etc/apache2/sites-enabled/000-default.conf{,.bak}

Create a new file and add the details shown below. If you have an FQDN, replace example.com with it.

$ sudo vim /etc/apache2/sites-enabled/uvdesk.conf

<VirtualHost *:80>
    ServerName udesk.example.com
    ServerAlias www.udesk.example.com
    DocumentRoot /var/www/uvdesk/public/

    <Directory /var/www/uvdesk/public>
        Options -Indexes +FollowSymLinks +MultiViews
        AllowOverride All
        Require all granted
    </Directory>

    <FilesMatch \.php$>
        # 2.4.10+ can proxy to unix socket
        SetHandler "proxy:unix:/var/run/php/php7.4-fpm.sock|fcgi://localhost"
    </FilesMatch>

    ErrorLog /var/log/apache2/uvdesk-error.log
    CustomLog /var/log/apache2/uvdesk-access.log combined
</VirtualHost>

On the main Apache configuration file, Allow Override on the following part of the config file

Gotta look into this

sudo vi /etc/apache2/sites-available/000-default.conf

<Directory /var/www/>
        Options Indexes FollowSymLinks
        AllowOverride All ##<= Like this
        Require all granted
</Directory>

Gotta look into this

Modify the permissions on the root directory and restart the webserver

sudo chown -R www-data:www-data /var/www/uvdesk
sudo chmod -R 755 /var/www/uvdesk
sudo systemctl restart apache2

I did not do this one

Allow port 8080 on your firewall

sudo ufw allow 80/tcp

Once that is done, we should be ready to rock and roll. Open up your favorite browser and point it to the IP or FQDN of your server. http://udesk.example.com or http://{your server's IP address}. You should see a page as shown below. Click on “Let’s Begin“

@peopleinside said in Organization:

I don't know if this is possible with just a single help desk instance but let's wait a developer reply Happy week end!

I would think that this is pretty standard, I need to know where my peoples time goes

I have multiple customers from the same Company. How can I organize them so that I can get reports as to how may calls and how much time is spent on each company?

Company 1

• Bobby
• Linda
• Joan

Company 2

• Luigi
• Setefano
• Gennaro

What is the difference between a Group and a Team ?

@peopleinside

I found another how tow and this seems to be working

[https://computingforgeeks.com/setup-uvdesk-ticketing-system-on-ubuntu/](link url)

@peopleinside said in Having trouple running composer:

What happen when you run composer create-project uvdesk/community-skeleton helpdesk-project ?
What version of composer are you using, on with operative system?

I ran

curl -sS https://getcomposer.org/installer | sudo php -- --install-dir=/usr/local/bin --filename=composer
sudo mkdir /var/www/uvdesk
sudo chown $USER:$USER /var/www/uvdesk                      

cd /var/www/uvdesk
composer clear-cache
composer create-project uvdesk/community-skeleton helpdesk-project

see [https://websiteforstudents.com/how-to-install-uvdesk-on-ubuntu/](link url)

When you run composer create-project uvdesk/community-skeleton helpdesk-project I suggest to not run as root but as SSH normal user.

I am a normal user (not root or sudo)

Will help have steps followed and the specific error you get, for example the output after composer create-project uvdesk/community-skeleton helpdesk-project