Archieving Tickets

[rahmawaktu]

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tiket archieve

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What is the purpose of archieving? I did't see the different if ticket status is opened or closed , both of them can be archieved too. Thanks for the support

[Klemen]

It's a feature suggested and used by large users (I know of some with over 300 tickets per day), actually it's just a way of giving some tickets a special status for easier searching within these special tickets only (search only within archived tickets).

Sounds of no good use, but if you have 6000+ tickets per month it can be quite useful.

[ISO Retail]

Good question. How do you archieve a ticket. What we want to do is once a ticket is closed, we dont want customers to reopen it. If archieving prevents the person from reopening or viewing the ticket. well in all sense thats the ticket!

[Klemen]

viewtopic.php?t=2223&highlight=open+ticket

[ISO Retail]

So whats the difference between closing a ticket and archieving a ticket with PHP Helpdesk. I was under the understanding it was two different functions.

Archeiving sounds like only the administrator can view it and customers cant. Closing means they both can view it.

[Klemen]

Archiving is just a special tag you can add to tickets for finding them easier later, it has nothing to do with closing a ticket.

This might not sound useful but it can well be if you have many tickets and need to mark some tickets as special (add them to "archive" although it might not be the best word for it) so you can more easily find them in the future. The feature was requested by a firm that receives 500+ tickets per day. By marking some tickets as archived when needed they can perform a search only within these tickets (maybe a few % of all) instead of them all.

[ISO Retail]

Got ya. Thank you.

What would be a good idea, is for the admin to have access to closed tickets only after a certain amount of time. Or allow the Admin to actually archieve the tickets where the buyer cannot access them but only the admin.

But overall everythings working great.

[cnymike]

Seems to me that using the word "archive" is causing confusion since it is not really doing any archiving at all.

How about calling that feature or functionality "tagged" or just have a checkbox for it, (like how iTunes lets you check a song). But to call it archive when in fact no archiving is taking place is just not the right thing to do.

[Klemen]

I figured the same thing and "tag a ticket/tagged" is exactly what "archive/archived" has been renamed to in version 2.3 (still under development).

[cnymike]

Ahhhh, great minds think alike.

[Klemen]

True, true

This is how it looks in the ticket list - tagged tickets will also show a label icon:


You can also see the new "Critical" priority status at the top of the list (only staff members will be able to mark a ticket as critical).

[cnymike]

That is an excellent implementation and will be quite helpful.