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-   vBulletin 3.0 Full Releases (https://vborg.vbsupport.ru/forumdisplay.php?f=33)
-   -   HelpDesk v1.63 (https://vborg.vbsupport.ru/showthread.php?t=77155)

Creed 03-03-2005 04:42 PM
Wow, when you put the options for who can be in the departments, do they also have the option to view all open tickets in that department? Or just the ones they take control of?

j_86 03-03-2005 04:52 PM
Quote:
Originally Posted by WhSox21
Just to update everyone on the next version here is what is being added for version 1.10.

HelpDesk Settings
Master On/Off Switch - With a phrase like vBulletin's master On/Off Switch.
HelpDesk Switch Message - For the On/Off Switch.
Usergroups With Department Access - This is where you select the usergroups who have the managing department access and usergroup settings access.
Allow New Tickets - You will now be able to turn off the accepting of new tickets.
No New Ticket Message - Same as the HelpDesk Switch Message. This will give you the option to display the text you want when you're not allowing new tickets.
Automated Response - Has 3 options, None, PM, and Email. You can send a message via one of those ways to users after submitting a new ticket.

Departments
Department - The name of the department.
Display Order - The order to display the departments.
Usergroups - The usergroups who have access to the departments.

Usergroup Settings
Users will now be able to limit each usergroup based on these settings (except for guests):
Can Create Tickets
Can Edit Tickets
Can Delete Tickets
Can Close Tickets
Can Open Tickets

I am about 75% done implementing everything and it's quite possible that the next version will be released tonight. If not then at the latest this weekend. Version number is most likely to change also.

Oh, and still no file edits!
How about an "Average Response Time Overall" and also an "Average Response Time Per Department"?

A few more suggestions if they haven't been included already;

- Guest to create tickets (have to enter an email address too)
- Auto update pm/email on; user posting/reply to a ticket, staff replying to a ticket
- File attatchments

WhSox21 03-03-2005 06:13 PM
Quote:
Originally Posted by creed
Wow, when you put the options for who can be in the departments, do they also have the option to view all open tickets in that department? Or just the ones they take control of?
They will be be able to view all open tickets in the department other than the ones that have been taken ownership of.

Quote:
Originally Posted by JimpsEd
- Guest to create tickets (have to enter an email address too)
- Auto update pm/email on; user posting/reply to a ticket, staff replying to a ticket
- File attatchments
Guests - Has been mentioned and will be implemented in next version.
Auto - I may do that this version may wait until next version.
Attatchments - I've thought of this but haven't really done much past that. :)

I'll keep everyone updated with the progress.

Wential 03-03-2005 08:08 PM
Can't wait for the full auto Email version. Sounds like a great hack!

rjordan 03-03-2005 09:42 PM
I would love to see this new version! I may wait to install 1.3 now!

Creed 03-03-2005 09:54 PM
Quote:
Originally Posted by WhSox21
They will be be able to view all open tickets in the department other than the ones that have been taken ownership of.

Sounds great!

WhSox21 03-04-2005 01:48 AM
As an update... I have 2 things left to do and some bug testing... If it's not released late tonight then expect a release tomorrow. It all depends on how many bugs I find. I'll keep everyone updated... You won't be disappointed... I promise you... (other than with the lack of features that many have requested in this upgrade, it's still packed with a ton of new features though!) Many more features to come... It all takes time if you want quality... Quality over quantity right? ;)

Creed 03-04-2005 06:53 AM
Yes, working is better than tons of buggy stuff!

clearchannel 03-05-2005 01:14 PM
This is becoming one of the outstanding hacks for vBulletin. I have a few suggestions, and wonder if they are being considered for a future release.

I would like the ability for the top level admins to have access to view all support tickets, whether claimed or unclaimed, so they may evaluate the profiency of advice given to members submitting support tickets.

I would also like to archive all tickets submitted as a record for the top level admins to always have available for future review. I see once a ticket is resolved it is no longer available to view, or have I missed something?

I would prefere email notification for members who submit a support ticket, as well as to notify admins and moderators of new tickets submitted, considering not all members either chose to enable private messages, or do not have access to private messages.

Thank you in advance for your consideration.

WhSox21 03-05-2005 01:23 PM
Quote:
Originally Posted by clearchannel
This is becoming one of the outstanding hacks for vBulletin. I have a few suggestions, and wonder if they are being considered for a future release.
Thanks for the compliments.

Quote:
Originally Posted by clearchannel
I would like the ability for the top level admins to have access to view all support tickets, whether claimed or unclaimed, so they may evaluate the profiency of advice given to members submitting support tickets.
This will be for the release after today's release.

Quote:
Originally Posted by clearchannel
I would also like to archive all tickets submitted as a record for the top level admins to always have available for future review. I see once a ticket is resolved it is no longer available to view, or have I missed something?
This is an addon for today's release.

Quote:
Originally Posted by clearchannel
I would prefere email notification for members who submit a support ticket, as well as to notify admins and moderators of new tickets submitted, considering not all members either chose to enable private messages, or do not have access to private messages.
Next release...

On a side note... I am done with everything except I'm going to change one thing for a feature that will be released in next version. Other than that, I'll be releasing the next version today at some point (most likely sooner than later).


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