Suggestion for future release..

[scheckc]

Hello all,

First off, I want to say that I love HESK. The flexibility of it is unparalleled IMO.. I am familiar with all languages, but a a master of none. Having said that I have a feature that I know our organization would definately use and wanted to bring it to light to see if it was full release quality or not.

BTW, I am running hesk BETA ver2.3 with no issues thus far.

What I think would be a great addition to the notes section of the ticket system would be a simple check box that declares if the note being entered is a "Call Back". If it is checked then it is considered a call back on the same project and would be recorded in the database as an increment value of sorts.

Then in the filters section maybe add an option to search for tickets with "Call Back Notes" or something. This would allow administrators to enter issues that are revisited on the same ticket, and have a record of all the call backs made. (total number, average per ticket, highest # per ticket, ect...) I find my director asking me for callback data frequently so I know this would be super beneficial to have and think other users would find it useful as well.

I am going to dig in and study up to see if I can add this feature myself (not likely, got a LARGE curve ahead of me on php). If I come up with a solution, or get stumped I will post here.

Klemen, if you think this is something worth adding, and plan to add it in a future release please let me know so I can save myself some headache and simply wait for the release.

Thanks so much and if anyone has any tips or insight to help me get started on this I am all ears..

Again thanks so much for the support and great community.

[Klemen]

Instead of a headache could you use the "Tag a ticket" feature to tag tickets for call-back and you can also already filter by tagged. You could even change the "Tagged" to "Call Back" in language/en/text.php to fit your needs

[scheckc]

That is a great idea Klemen!

The only thing this would not encompass is an increment value for each ticket, so if for example, I have 6 callbacks on one ticket over 2 weeks, there would be no way to show that there were that many callbacks in a report.

As far as the live "This ticket is currently in a call back status." situation, your suggestions should work well. I will try to work with it and see how it all pans out.

Thanks for the advice Klemen.

[scheckc]

I also just noticed that the 'notes' field is not searchable. Am I just missing the option somewhere, or is this feature not available?

[Klemen]

It's not available at the moment but thanks for the suggestion.