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====== Abuse Manager Pro (WHMCS Module) ======

<color #ffc90e>__This article is being updated for the latest release v3.x__</color>

Abuse Manager Pro (AMP) is a WHMCS addon module that helps admins with the daily chores linked to abuse reports, and turns their lives into a walk in the park!

Although many people use support tickets, that method requires a lot of work and many different strategies to help define an inefficient process for admins - that method can never be relied on. With AMP, everything is within the module, and there is no need to use multiple pages, external applications, or even other 3rd party solutions.

The system allows you to receive abuse reports from 3rd parties, either by emails (using a fetching technique by PHP_IMAP - great for automatically processing your abuse@domain.com address for example) or by enabling a public facing abuse reporting page. As well as that, you can create abuse reports of your own.

When an abuse report is submitted by 3rd parties (public facing page or via the email address that is to be fetched), it goes into a queue and awaits your moderation. This allows you to vet the abuse report, and when you are satisfied, you can assign it to a customer. Queued abuse reports also try to help you by showing you which customer and service the abuse report could be linked to.

Admins can have conversations with clients, and vice versa - all in favour of reaching a solution and ultimately closing/resolving the abuse report.

Admins have the ability of not suspending the service that relates to the abuse report, or suspend it immediately, or suspend it after a certain time limit passes. They also have the option to allow a customer to unsuspend themselves if required.

To understand the module better, please have a look at the screenshots, as well as the different feature sets for admins, registered users, and public guests below.

**Proud to say that Ajax is supported, and no template modifications are required at all!**

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===== Screen Shots =====

{{gallery>:amp:screenshots?lightbox&1600X1200&nocache }}
===== Admin Features =====
  * Abuse Dashboard that shows you quick statistics and important information
  * Admin Widget on WHMCS admin home page which shows abuse reports that require your attention
  * Filter records using a filter on top of open, closed, queued abuse reports pages to quickly find what you are looking for
  * Quick links to client's details and service from within reports and from open, closed, and queued report pages
  * Ability to create a new abuse report using ajax to quickly select a customer, their product, and IP address
  * Ability for the admin to set a custom IP address or use one of the IPs assigned to the service when creating a report
  * Ability to set the service in question to either not suspend, suspend immediately, or suspend after a time limit
  * Ability to allow the client to unsuspend their service on their own
  * Ability to view, edit, close, reopen, and delete - open and closed abuse reports
  * Ability to view, and download attachments from open, closed and queued abuse reports
  * Ability to assign to client, and delete - queued abuse reports (from 3rd parties from Public Page & Mail Fetch)
  * Ability to see suggestions on which customer and service the queued abuse report might belong to
  * Ability to use the new magic import "use these values" button to use the suggested customer details & service the queued abuse report might belong to
  * Ability to see details of abuse report from within an abuse report
  * Ability to start a conversation with the client from within open abuse reports
  * Ability to see a read-only abuse report, when an abuse report is closed
  * Ability to see the imported email body with attachments or abuse report from 3rd parties from within queued abuse reports
  * Ability to lock down client area if a customer has any open abuse reports
  * Ability to set a maximum amount of open abuse reports before a customer is flagged on admin side
  * Ability to specify amount of time before a service is automatically suspended (only if report is set to suspend a service after a time limit) 
  * Ability to lift the automatic suspension, before the service is suspended from within an open abuse report
  * Ability to create as many different abuse categories as you see fit
  * Ability to rename links in WHMCS navbar
  * Ability to reroute/disable/modify admin notifications (new WHMCS notifications system)
  * Admin notifications on 3rd party queued abuse reports
  * Multiple staff can work on the same abuse report
  * reCaptcha Support
  * gravatar Support in admin replies
  * Custom email templates which are sent to staff and customers, which can also be edited and include merge fields
===== Customer Features =====
  * Resolution Center link in top navigation bar (automatically shown), which shows a customer all their abuse reports - open and closed, with the ability to view both
  * Added 'last reply by' & 'service' columns to the overview page
  * Report details show vital information to the customer, including the service in question, the IP, date of incident, the category of the abuse report, as well as the abuse report it self.
  * Ability to view a read-only abuse report if an abuse report is set as closed
  * Ability to start a conversation with staff from within open abuse reports
  * Ability to self unsuspend a service (if enabled for a customer on abuse report creation or assigning)
  * gravatar Support in client replies
===== Public Features =====
  * Report Abuse link in top navigation bar (automatically shown), which is a public facing abuse report page, which allows 3rd parties to send you abuse reports easily
  * reCaptcha Support to avoid spam

===== Requirements =====

To be able to make use of Abuse Manager Pro, you have to make sure that the following requirements are fulfilled:

  * Latest Ioncube Loaders
  * Non strict firewall (to perform software license checks)
  * Latest version of WHMCS
  * A License Key to run the script
  * FTP client to assist with file upload
  * PHP_IMAP if fetching/importing emails & attachments


===== Quick Setup Guide =====

  * Purchase the script, and get a license code
  * Download the latest .zip file from the client area
  * Unzip the .zip file and place the contents into the WHMCS directory
  * Login to the admin side of WHMCS, and go to Setup > Addon Modules
  * Activate Abuse Manager Pro (AMP), then click on configure
  * Enter your license key, and fill the settings according to your choices and press save
  * Remember to give administrators access by ticking the check boxes respectively in access control
  * To fetch mail automatically, simply put the mail server hostname and port (i.e. mail.domain.com:143), email address, password, and select the SSL/TLS options. The emails will be fetched and queued into abuse manager pro.
  * (Optional) To enable the WHMCS's admin widget to be displayed on home page (admin side), go to Setup > Staff Management > Administrator Roles and edit the role you want it to be displayed for, and tick the check box under Widgets that says "Abuse Manager Pro - Reports Requiring Your Reply"
  * (Optional) [[amp:integrate_multilang|Click here for the integration guide for multiple languages on the client side (multilang)]]
  * (Optional / Advanced) [[amp:amp_api|API Documentation & example PHP Curl Script to interact with Abuse Manager Pro programmatically]]
===== Upgrade Guide =====

If you are upgrading from an older version of the script, after you upload the new files, you have to visit the Admin side of the module (Usually at http://yourdomain.com/whmcs/admin/addonmodules.php?module=abusemanagerpro) for the upgrade system to update any needed settings/etc.

===== Common Issues =====

^ Issue ^ Resolution ^
| Emails are imported twice when using PHP_IMAP Fetch | This usually happens when there is more than one cron entry, and can be fixed by keeping the main/default WHMCS cron entry only|
| [WHMCS Application] ERROR: Error: Call to undefined function imap_open() | This usually happens when 'IMAP_OPEN' function is missing in PHP. Make sure IMAP is installed correctly. Also, this could be an issue with the CRON invoking wrong PHP (e.g. if invoking CRON from web works fine) |

===== Changelog =====

A Changelog will be posted on the page linked [[https://marketplace.whmcs.com/product/1326#changelog|here]], upon any updates.
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