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General Questions /

General questions about getting started with SilverStripe that don't fit in any of the categories above.

Moderators: martimiz, Sean, biapar, Willr, Ingo, swaiba, simon_w

Support ticketing and extending to management-system


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6 Posts   947 Views

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Sphere

Community Member, 44 Posts

27 June 2011 at 9:36am

Ok, so I'm working on a support-ticket system for Silverstripe (yeah, that's the easy part ;) )
I eventually want to extend it to some sort of system, where it includes planning and managing stuff, maybe something like basecamp...

My question is. What do you expect of such a system? Which features of any managing system you like, what would you like to see in a Silverstripe-module.

Current is still in beta, having the following:
Tickets can be added by customers
Tickets can be answered
Ticket-status can be set to predefined setting (solved, open, unfixable, in progress, etc.)
Reasons for tickets can be set (server down, website doesn't work, etc.)
Ticket conversation can be read back by the one in charge
Tickets can be appointed to a member of the ticketing service
Support-member only sees it's own tickets (still in beta, has some bugs)
Project (with optional end-date)
End-date warning for backend user
Project can be started
Project can has sub-parts with timeframe

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swaiba

Forum Moderator, 1799 Posts

27 June 2011 at 11:28pm

Ticket-status can be set to predefined setting - would be better if I can define the status

Email pipping... so we can all respond via email and not have to open adn re-logininto the admin
https://github.com/chillu/silverstripe-emailpipe

Tickets can be related to other tickets to group into project sized tasks
Tickets can have uploads (e.g. evidence)

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Sphere

Community Member, 44 Posts

28 June 2011 at 4:49am

Edited: 28/06/2011 4:49am

The Predefined is in this case confusing. I shouldn't have put it that way ;)

The statuses of can be set.
The selection has a default, but can be extended/changed by the Master-Troubleshooter so to speak, with more statusses ;)

Very much thanks for your input!

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Sphere

Community Member, 44 Posts

1 July 2011 at 6:46am

Multiple images/text-files per reaction, or should one be good enough?

Currently working on direct-chat with direct file-upload-feature (with this plugin: http://kurapov.name/eng/tech/drag_drop_file_upload/ , it looks promising).

Besides that. I've added a Calendar-feature. It's not quite there yet. At the moment, only showing WHEN a ticket was added. It's on the to-do list to add an end-date.

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patjnr

Community Member, 101 Posts

25 August 2011 at 9:07am

Hi is the ticket system ready for download, would be happy to test drive it as i am looking for something like that.

thx

pj

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Sphere

Community Member, 44 Posts

30 September 2011 at 10:38am

Very sorry for the late reply!

The current status is that I am where I want to be relational. All relations and features work together.

The frontend however, is a mess!

It seems I can't send you a personal message (yet??), so... not gonna give away my code for free to everyone, but contact me via IRC when I'm on there next week. I can give you some "private intel" and a look at how it's going so far ;)

Currently, I'm working on the frontend, it's based on 3 different options:
Ticketing
Managing
Registering working hours

The pages (in total, 4 or 5 I hope), will all be completely managed via Javascript MCV (written by Andrea Ferretti), which is supposedly going to handle everything without the user having to wait for the database, loading-times, etc.

Besides that, the backend is quite LAAAAARGE, so I need to slice-and-dice a bit there maybe.