Title: FEATURES request - "ticket status managing" and "Report"
Version: 09.41
Author: Vega Forneris (vforneris)
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Short description:
request/suggestion for new features
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Dear all,
fisrt of all I wish to say THANK YOU for this cool tool...really guys, it's amazing!
Now a couple of suggestion (I'm not good at all with php...):
Manage the ticket status:
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at the moment admins and users can just "close" or "reopen" the ticket manually, the other status type are automatically managed by the system. Actually I changed the "wait_cust_reply" translation (I'm working on an italian version, so I just changed the translation and not the field itself) into "Work in Progress", I feel is more suitable for my cases.
Anyway, for now, status can be:
- open
- wait_reply
- wait_staff_reply
- wait_cust_reply
- replied
- closed
I think that they could be:
- Open (user submits the ticket)
- Work in progress (helpdesk works on it)
- Suspended (very important if you're working with SLA, but also for everyone else : ticket can be suspended 'cause, for ex, new parts are missing and we need to wait for suppliers, or the user we need for some additional info is on holiday...)
- Waiting for feedback (...if you REALLY need a feedback form users, i.e. he/she forgot some important info, or users want more info too)
- replied (after a "waiting for feedback")
- Closed (...for saving the world...no, just for closing the ticket
)With this approach, it's important that the "Status" field can be editable:
admins should be able to change the status into any other status users should be able to change the status into "Waiting for feedback" or "closed" only
...and maybe mails can be sent to users/admins when status changes...
Reports
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it could be very usefull to be able to create simple reports which state the number of tikets opened and solved, maybe per category or per user over a certain period...this should be done via mysql queries, but I cannot figure the amount of work required. This should be very important in my job, so if I'll be able to do by myself (cannot promise!), I'll share it with you all
Last but not the least:
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I found very important the addon "email piping": it could be usefull to put it embedded in the next release...for those you don't want/need it, it will simple to not use it...just avoid to pipe the email
Thanks
Vega Forneris
