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Xavi edited this page Feb 16, 2018 · 5 revisions

Table of contents

User roles

  • Member
  • Agent
  • Admin

Classification elements

  • Category: Main classification for any ticket. Categories may be totally independent ticket lists that may or may not be mixed with others. As an example, you may have a category for IT department and another for Human Resources. Every category may contain:
    • A tag list: It's independent on each category. Many tags may be assigned to a single ticket by any agent with access. They can be colored and they are useful for locating tickets in the list.
    • A sender e-mail: A specific email for the category may be set
  • List: A ticket may be in the "New", "Active" or "Complete" list.
    • "New" list: Tickets that are registered by non agents go first to this list
    • "Active" list: Tickets that represent tasks we are working on or ones we have planned to do in the future
    • "Complete": Issues that do not require any further action. This could be called "archive" also.
  • Priority: Useful to help ticket managers identify which tickets should be attended first
  • Status: More specific temporal situation for the ticket. For example of possible statuses that you may have: "Active", "User pending", "In external support"...

Ticket fields

Visible for any member

  • Subject
  • Status
  • Description: As well as the obvious, it may contain directy pasted screenshots
  • Intervention: It's meant to contain a taken actions resume for a ticket. It may be filled up automatically with information related on some ticket changes
  • Attached files: All attached files can be renamed and have a description. Images uploaded got a generated thumbnail and may be viewed in a javascript gallery. Images can also be cropped.

Visible for agents and admins

As well as the fields visible by any member, agents and admins may see:

  • Owner: The user that registered the ticket or the one the agent or admin connects to
  • Visible / hidden: A hidden ticket will only be visible for agents in the category or admins. It won't be accessible to it's owner and he will not receive any related e-mail notification from it.
  • Priority
  • Start date: By default it is the same as the creation date, but may be set on any date on the future for better classification
  • Limit date: It specifies a time when the ticket has to be complete. When this is set, the ticket will be scheduled to that time
  • Tags

Ticket list page

Filter panel

On top of the page, just under the navigation menu, this panel contains lists and counters for every possible filtering criteria. It contains the following filters:

  • Agent point of view: Any agent is able to switch his current user level, from agent to user and vice-versa:
    • As a agent: He will see all tickets in categories where he has agent permissions
    • As a user: He will see the tickets he created in categories where he has no agent permissions
  • Calendar: Visible on new or active ticket lists. When the "limit date" field is set in a ticket, it will be scheduled to that time and it may be found in one of the possible calendar filters:
    • Expired
    • For today
    • For tomorrow
    • For this week
    • For this month
    • Next 7 days
    • Next 14 days
  • Year: Visible on complete ticket list only
  • Category
  • Agent

New ticket form

  • Category level interaction: For any member that is an agent on some categories but not all of them, when selecting a category where he is agent, he will see all fields, but when he changes the category to another where he has not any role, the agent specific fields will be hidden
  • Form validation: Attachments are the Achilles heel on any html form, but here we solved it doing an AJAX form validation: Any field (or attachment) error will be specified inline, and if the form validated successfully, user will be redirected to ticket list. The same system is applied to comment form.

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