Tickets :: Comment on [#766] Whups as Helpdesk

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Comment	> 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.
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