# HelpDesk

# Dev Notes

10/25:

a/ Bug when due date is set back to null.

This bug happens when customer replies to the HD ticket.  
When a ticket is created, customer received an acknowledgement email like this

[![image.png](https://frdocs.socalappsolutions.com/uploads/images/gallery/2025-10/scaled-1680-/image.png)](https://frdocs.socalappsolutions.com/uploads/images/gallery/2025-10/image.png)

When customer replies to that email; Gateway pulls that email and convert it to a reply to the ticket. During that process; due-date is somehow reset to null.

# Help Desk Aheadworks setup guide

To set up a gateway for HDU:

1/ Example gateway using GMail:

[![image.png](https://frdocs.socalappsolutions.com/uploads/images/gallery/2025-10/scaled-1680-/QWiimage.png)](https://frdocs.socalappsolutions.com/uploads/images/gallery/2025-10/QWiimage.png)

It's recommended to enable `Delete Emails from Host`, it helps keep track when the email has been processed or not.

2/ Example gateway using Outlook: WIP

  
Behind the scenes, when cron job `aw\_helpdesk2\_process\_gateway` runs, it pulls emails and create new entry(s) in table `aw\_hd\_gateway\_email`

[![image.png](https://frdocs.socalappsolutions.com/uploads/images/gallery/2025-10/scaled-1680-/s7Eimage.png)](https://frdocs.socalappsolutions.com/uploads/images/gallery/2025-10/s7Eimage.png)

Another cron job, `aw\_helpdesk2\_process\_email` processed that email and marked it with status 1

Appendix: [https://aheadworks.com/resources/help-desk-ultimate/user-manual-help-desk-ultimate](https://aheadworks.com/resources/help-desk-ultimate/user-manual-help-desk-ultimate)