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#1 2007-02-22 00:06:06

Mark
Moderator
From: North West England
Registered: 2005-06-06
Posts: 1165

Support ticket system

Hello. I have a nice request for a modification = addition

I would like a Support ticket system for people with problems to open a ticket and submit it.
I know i can get external software to do this, but i thought well my site is all punbb, why not have an ticket system punbb tongue

anyone who can help i am happy to here from you smile


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#2 2007-02-27 03:34:00

guardian34
Member
Registered: 2006-06-03
Posts: 114

Re: Support ticket system

I'm also interested in this.

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#3 2007-02-27 06:30:03

artoodetoo
Member
Registered: 2006-11-07
Posts: 90
Website

Re: Support ticket system

Can you explain this? What the difference between "topic" and "ticket"?
I think the ticket is the reference to some problem with it's own history. Well it is sounds similar to "topic" isn't it?

Do you need extra fields for ticket-topic header? May be you need result field for topiс finish. May be you looking for reference labels?
Describe your requirements please.

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#4 2007-02-27 06:35:21

guardian34
Member
Registered: 2006-06-03
Posts: 114

Re: Support ticket system

I don't think I would need discussions to go along with the ticket…

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#5 2007-02-27 08:57:55

artoodetoo
Member
Registered: 2006-11-07
Posts: 90
Website

Re: Support ticket system

Ok, all topics is discussions. Would you give a public accessible example, some links?

I found this public demo:
http://www.phpsupporttickets.com/get/demo/
With the exception of look-and-feel it's very similar to regular forum. Additional things are: urgency, department and status.
I can implement this on few days.

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#6 2007-02-27 16:42:33

guardian34
Member
Registered: 2006-06-03
Posts: 114

Re: Support ticket system

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#7 2007-02-27 18:29:32

Mark
Moderator
From: North West England
Registered: 2005-06-06
Posts: 1165

Re: Support ticket system

currently, im using this
http://eticket.sourceforge.net/


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#8 2007-02-27 20:18:15

liquidat0r
Member
From: London
Registered: 2006-10-12
Posts: 85
Website

Re: Support ticket system

I would be interested in this mod, very much so!


http://liquidat0r.com/logo.png

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#9 2007-02-27 20:25:04

Mark
Moderator
From: North West England
Registered: 2005-06-06
Posts: 1165

Re: Support ticket system

i was thinking of using the code from eTicket because it is open source and does not seem to be to many files.
what do you think?
anyone wanna have a go at doing it befor i tear my hair out doing it (not that i have much hair!!)


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Also try the wiki

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#10 2007-02-28 00:58:32

guardian34
Member
Registered: 2006-06-03
Posts: 114

Re: Support ticket system

Mark, if you use the eTicket [php code], please be sure to replace the short open [and echo] tags.

Last edited by guardian34 (2007-02-28 01:04:02)

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#11 2007-03-03 09:59:39

guardian34
Member
Registered: 2006-06-03
Posts: 114

Re: Support ticket system

I was thinking about it, but all I came up with was an install file and plugin. hmm

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#12 2008-06-15 19:49:39

kikloo
New member
Registered: 2008-06-15
Posts: 2

Re: Support ticket system

The difference between a ticket and topic is that tickets are private/personal (no other users can see them or reply to them) only mods/admins can see them or reply them.

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#13 2008-06-15 20:33:39

artoodetoo
Member
Registered: 2006-11-07
Posts: 90
Website

Re: Support ticket system

kikloo, it is not a difference. you can fully manage read and right access for topics (through group rights on forums)

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#14 2008-06-15 20:44:58

MattF
Member
From: South Yorkshire, England
Registered: 2007-03-16
Posts: 415

Re: Support ticket system

artoodetoo wrote:

kikloo, it is not a difference. you can fully manage read and right access for topics (through group rights on forums)

It is a finer level of access control that he refers to than mere group access. smile Once a topic is posted in a designated forum, only the original topic poster, mods and admins should have access to that topic in any way or form. Normal group controls don't quite have that degree of finesse.

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#15 2008-06-16 20:22:27

artoodetoo
Member
Registered: 2006-11-07
Posts: 90
Website

Re: Support ticket system

ok. "ticket system" can hide other's topics, right? ofcourse moderator and administrator has full access.
it is easy to implement for forum engine. at least it's easier then merge 3rd part ticket system.

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#16 2008-06-16 23:08:01

MattF
Member
From: South Yorkshire, England
Registered: 2007-03-16
Posts: 415

Re: Support ticket system

artoodetoo wrote:

ok. "ticket system" can hide other's topics, right? ofcourse moderator and administrator has full access.
it is easy to implement for forum engine. at least it's easier then merge 3rd part ticket system.

That's the general thing. smile It is fairly straight forward to do, in it's basic form. Does require quite a bit of editing to various files to get it completely spot on, so that all hidden topics are truly hidden, but nothing too major. It's more of an irksome mod to do than a really complicated one. It's quite easy to overlook the odd bit here and there.

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