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SilverStripe Forums » General Questions » Support ticketing and extending to management-system

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

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  • Sphere
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    Community Member
    44 Posts

    Support ticketing and extending to management-system Link to this post

    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

  • swaiba
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    Forum Moderator
    1792 Posts

    Re: Support ticketing and extending to management-system Link to this post

    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)

  • Sphere
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    Community Member
    44 Posts

    Re: Support ticketing and extending to management-system Link to this post

    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!

  • Sphere
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    Community Member
    44 Posts

    Re: Support ticketing and extending to management-system Link to this post

    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.

  • patjnr
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    Community Member
    101 Posts

    Re: Support ticketing and extending to management-system Link to this post

    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

  • Sphere
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    Community Member
    44 Posts

    Re: Support ticketing and extending to management-system Link to this post

    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.

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