Mon, 06 Oct 2008 18:42:54 -0400 http://bugs.horde.org/ticket/766 Whups as Helpdesk The following has been implemented by the patches in the attachment: * Turba is integrated to keep track of ticket user information. What I did was store the Turba ID as the ticket's user_id_requester. Each time it was referenced, I just did a getContact (actually a Whups function) to get their information to display. * When a ticket is created from a guest point of view, I have them just type in their userid (which happens to also be their e-mail 'userid@domain.com'). This change could be expanded to be a configuration option to allow an Admin. to choose how guest tickets are stored. * The block layout (along with mybugs) has an "Unassigned Tickets" listing so you can see all the tickets that haven't been picked up yet only from the queues which you are responsible for. I also modified it to display extra information about the ticket specifically relating to the user. * Added a "Take Ticket" link to make it easier to actually grab a ticket from the queue. * Added Whups_Ticket::ticketNumberFormat() to make the tickets a little easier to read as I created a custom numbering system (BranchID - year - ticketID). * The update tab was changed to allow a ticket to go back into the queue if the person wasn't able to handle it, accidentally grabbed it, etc. * The update tab actually makes you an owner if you choose "Assigned" - but it's hardcoded which at the moment I don't like, but it works. * A purely custom addition was that of using the turba field ['branchid'] throughout random parts of the code. This is because we have a lot of branches so this helps us sort out tickets. Of course this should be removed for general usage. * Modified Whups::formatUser() to take the ID given and see if has an identity and if not, then look it up using Turba to pull their display name and/or e-mail address. I'm sure all the changes aren't listed here, but I'll post them if I think of them. Thu, 04 Nov 2004 11:30:03 -0500 http://bugs.horde.org/ticket/766#t2814 This was taken from an update done 15 mins. ago. Thu, 04 Nov 2004 11:31:07 -0500 http://bugs.horde.org/ticket/766#t2815 Hi there: In many places,The bug tracking system is very similar to a customer service tracking system. First,customer would like to know what is the situation of my ticket is. Second,history is good and always welcome for customer . Third,Who handle my problem ? However ,Most of customer's question within personel information should not be public and search able by other customers. In such situation,the search scope for guest should be restricted. If someone wanna WHUPS act as a service tracking system.My opion will be :To see their own ticket,the guest *MUST* provides ticket number and mail address that shown in the received notification message. Sun, 21 Nov 2004 19:36:34 -0500 http://bugs.horde.org/ticket/766#t3261 I liked Mike's idea for listing the unassigned tickets in the mybugs.php code. However, I also like using the portal/block layout so I incorporated his code into the whups/lib/Block/summary.php code with a couple of minor adjustments to match the existing code structure there in summary.php. FWIW, the attached patch was against rev 1.20 of summary.php Kevin Mon, 29 Nov 2004 23:32:59 -0500 http://bugs.horde.org/ticket/766#t3443 Oops! I just looked at my files again because what you did is the exact same thing I did, but it looks like my patches were backwards! I seem to have transposed the orig and modified versions, so here is the correct patch. I already had done an update against this morning, so there may be something incorrect, but for the most part it looks like nothing has changed since I last did this and these should all work. Enjoy. Tue, 30 Nov 2004 09:23:59 -0500 http://bugs.horde.org/ticket/766#t3457