Change Log of Support Management (Help Desk) | MOBITEK System Corporate Blog

Table of Contents

Database Structure

TABLE	COLUMN
tickets
ticket_replies
products
uggroups
ugmembers
ugrights
users

Live URL

https://helpdesk.mobitek.my/

v. 1.0 Kaizen Completed on 2025-11-20

Replicate the ticketing system in “https://test.mobitek-system.com/helpdeskz/staff/login”:-

Admin Username: mobitek-admin
Admin Password: 2022@A32@w

The support case management will be able to record these additional information:-

PROBLEM
STEPS TO REPLICATE THE ERROR
SUGGESTED SOLUTION
FINAL SOLUTION

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

In phpMyAdmin, create a new database “mobiteks_helpdesk”. Add 3 new tables:-
- tickets
  - ticket_id – int(11)
  - date – datetime
  - user_id – int(11)
  - requestor – varchar(100)
  - email – varchar(255)
  - subject – varchar(255)
  - problem – longtext
  - product_id – id(11)
  - last_update – datetime
  - status – varchar(50)
- ticket_replies
  - id – int(11)
  - date – datetime
  - staff_id – int(11)
  - staff_name – varchar(100)
  - steps_to_replicate – longtext
  - suggested_solution – longtext
  - final_solution – longtext
  - ticket_id – int(11)
- products
  - id – int(11)
  - product_name – varchar(255)
Assign “mobiteks_phprunner” to “mobiteks_helpdesk” database.
Create a new domain “helpdesk.mobitek.my”.
Set the PHP version for “helpdesk.sweetco.com.my” to “PHP 7.4 (ea-php74)” in “MultiPHP Manager”.
Create a new project “HelpDesk” in PHPRunner and connect to “mobiteks_helpdesk” database.
In “Tables” tab, enable below tables.
Add relation between “tickets” and “ticket_replies” tables.
In “Pages” tab, set as below:-
- ticket_replies
- tickets
- products
In “Misc” tab, set as below:-
- Landing page
In “Designer” tab, edit as below:-
- ticket_replies
  - date
  - staff_id
  - staff_name
  - steps_to_replicate
  - suggested_solution
  - final_solution
- tickets
  - user_id
  - requestor
  - email
  - date
  - problem
  - last_update
  - product_id
  - status

In “Events” tab, edit as below:-

“Login page” -> “After successful login”

$_SESSION["username"] = $username;
$_SESSION["userID"] = $data["ID"];
$_SESSION["email"] = $data["email"];

// Note: Security::isAdmin() is not working, so need to find a way to identify Admin
$ugData["UserName"] = $_SESSION["username"];
$check = DB::SELECT("ugmembers", $ugData);
$result = $check->fetchAssoc();

if ($result) {
    header("Location: tickets_list.php");
    $_SESSION["admin"] = true;
} else {
    header("Location: tickets_add.php");
    $_SESSION["nonAdmin"] = true;
}
exit();

tickets

List page
- JavaScript OnLoad event
```
window.listPage = pageObj;
```

Add page

JavaScript OnLoad event

// To refresh the list page withoud reloading the page after record added
this.on('afterSave', function() {
    var pageObj = window.listPage;
    Runner.runnerAJAX(Runner.pages.getUrl(pageObj.tName, pageObj.pageType)+"?a=return",
    pageObj.ajaxBaseParams,
    function(respObj){
        pageObj.pageReloadHn.call(pageObj, respObj)
    });
});

Edit page

JavaScript OnLoad event

// To refresh the list page withoud reloading the page after record edited
this.on('afterSave', function() {
    var pageObj = window.listPage;
    Runner.runnerAJAX(Runner.pages.getUrl(pageObj.tName, pageObj.pageType)+"?a=return",
    pageObj.ajaxBaseParams,
    function(respObj){
        pageObj.pageReloadHn.call(pageObj, respObj)
    });
});

View page

Before display

if (isset($_SESSION["nonAdmin"]))
    $pageObject->hideItem("view_back_list");

ticket_replies

Add page

Before record added

// Update "last_update" field in "Tickets" table
$fieldValues = array();
$keyValues = array();
$fieldValues["last_update"] = $values["date"];
$keyValues["id"] = $values["ticket_id"];
DB::Update("tickets", $fieldValues, $keyValues);

JavaScript OnLoad event

/ To refresh the list page withoud reloading the page after record added
this.on('afterSave', function() {
    var pageObj = window.listPage;
    Runner.runnerAJAX(Runner.pages.getUrl(pageObj.tName, pageObj.pageType)+"?a=return",
    pageObj.ajaxBaseParams,
    function(respObj){
        pageObj.pageReloadHn.call(pageObj, respObj)
    });
});

Edit page

Before record updated

// Update "last_update" field in "Tickets" table
$fieldValues = array();
$keyValues = array();
$fieldValues["last_update"] = $values["date"];
$keyValues["id"] = $values["ticket_id"];
DB::Update("tickets", $fieldValues, $keyValues);

JavaScript OnLoad event

// To refresh the list page withoud reloading the page after record added
this.on('afterSave', function() {
    var pageObj = window.listPage;
    Runner.runnerAJAX(Runner.pages.getUrl(pageObj.tName, pageObj.pageType)+"?a=return",
    pageObj.ajaxBaseParams,
    function(respObj){
        pageObj.pageReloadHn.call(pageObj, respObj)
    });
});

Add email notification to “support@mobitek.my” for each support case created.

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

Go to “Misc” tab -> “Email settings…” and set as below:-

Go to “Events” tab -> “tickets” -> “Add page” -> “After record added” and add below code:-

// Get the record values from the $values array
$newRecordData = $values; // $values contains the data of the newly added record
// Get the produdct name
$query = DB::Query("SELECT product_name FROM products WHERE id = " . $values["product_id"]);
$data = $query->fetchAssoc();
$productName = $data["product_name"];

// Define email parameters
$from = $newRecordData['email'];
$to = "support@mobitek.my";
$subject = "[Ticket ID: #" . $newRecordData['ticket_id'] . " ] --> " . $newRecordData['subject'];
$body = "A new ticket has been raised.\n\n";
$body .= "Requestor: " . $newRecordData['requestor'] . "\n";
$body .= "Product: " . $productName . "\n";
$body .= "Link: https://" . $_SERVER[HTTP_HOST] . "/v.1.0/tickets_list.php?q=%28ticket_id~equals~" .
                    $newRecordData['ticket_id'] . "%29&orderby=dticket_id\n";

// Send the email
$ret = runner_mail(array(
        'from' => $from,
    'to' => $to,
    'subject' => $subject,
    'body' => $body
));

// Optional: Display an error message if the email failed to send
if (!$ret["mailed"]) {
    echo $ret["message"];
}

// Redirect to view page if not logged in using "Big-Boss"
if (isset($_SESSION["nonAdmin"])) {
    header("Location: tickets_view.php");
    exit();
}

Implement “Database” Security Method.

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

Go to “Security” tab:-
- set the “JWT secret key” in “Session keys…” to “YaaBF0qi8Wy7X9Wns2Ci” to match the key in “SSO”.
- use “Database” to store login information
- add a new user “Big-Boss”.
- set “Dynamic Permissions”.
- build and upload the project. Login using the “Big-Boss” account.
- go back to the project, use the encryption for password.
- build and upload the project again and change the password for “Big-Boss”.

Set permission to all users.

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

Log in to “helpdesk.mobitek.my” as “Big-Boss”.
Go to “Admin Area”.
Set the permission for all groups as below:-
- <Admin>
- <Default>

Add “Show/hide columns” button.

Add in the page/table — https://helpdesk.mobitek.my/v.1.0/tickets_list.php?orderby=dticket_id

BEFORE	AFTER

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

Go to”Designer” tab, select “tickets” in Tables list and click on “list” tab. Under the “Options” section, click on the button next to the “list”.
Check “Allow show/hide fields on page”.

Rename “Problem” to “Description of Problem” in the UI (there is no need to rename it in database).

BEFORE

AFTER

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

Go to “Designer” tab, select “tickets” in Tables list, click on “Problem” label and rename it to “Description of Problem”.

Rename “HelpDesk” to “Help Desk”.

BEFORE	AFTER

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

Go to “Editor” tab, double-click on “HelpDesk Version 1.0” logo and rename it to “Help Desk Version 1.0”.

Add these information (column) into the message body of e-mail notification:-

Product
Requestor

BEFORE	AFTER

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

Go to “Events” tab, click on “tickets” -> “Add page” -> “After record added” and add code as below:-

Add border for the “ticket_replies” list page.

BEFORE	AFTER

MODIFICATION in PHPRunner or cPanel or PHPMyAdmin

Go to “Designer” tab and select “ticket_replies” in the Tables list.
Select all cells in “ticket_replies” grid and set the border to black 1px.

v. 1.0 Beta Testing Completed on 2025-11-20

TEST OBJECTIVE: Does other users except “Big-Boss” can only see the ticket’s add page and not the ticket’s list page?

TESTING METHODOLOGY

TEST RESULT

Log in to “helpdesk.mobitek.my” as:-
- Username = Test
- Password = test
The page should redirected to “Tickets” -> “Add new” page.
Enter the ticket details and click “Save”.
The page will redirected to the “Tickets” -> “View” page.

Page redirected to “https://helpdesk.mobitek.my/v.1.0/tickets_add.php” after logged in

The page redirected to “https://helpdesk.mobitek.my/v.1.0/tickets_view.php” after the ticket has been added

TEST OBJECTIVE: Does an email send to “support@mobitek.my” for each new ticket created?

TESTING METHODOLOGY

TEST RESULT

Add a new ticket.
Fill up all details and click “Save”.
A new email should be sent to “support@mobitek.my”.