[Vtigercrm-developers] Helpdesk

[Tim Smith]

Hi Aïssa,

I have one suggestion...  Consider abstracting the escalation so that this
could be implemented through a future workflow module in vtiger.  It would
make sense for the marketing system, call escalation and order processing be
controlled through a standard workflow server.

The open source workflow engines I reviewed a year ago weren't a good
match.  The engines may mature over the next year to the point it makes
sense to integrate.

Kind regards,
Tim

OnwealdTim

On 8/20/06, Aïssa <webmaster at vtigerfacile.com> wrote:
>
> Hi all,
> i am working on SLA management for module HelpDesk.
> Goal is to have vtiger for supporter.
> Actually, all is based on customs fields, and just fews files modified
> to work (asked by customer, they want to be standard at least 90%)
>
> HomePage (see atteched) display informations about tickets (vtiger
> classic), and graph about "My ticket" priority.
> (I think i can be a good improvement for future to have a role based
> graph on homepage).
>
> The account module has a new custom dropdown called SLA, the manager can
> select hour value for engagement.
>
> On HelpDesk, i also add a customfield (hidden) to store time between now
> and ticket opened (value only modified if the ticket is not closed).
> The goal is to have report on ticket sla (like avg time to answer, nb of
> ticket where sla elapsed...)
> A cron task update the sla field ticket.
>
> The HelpDesk listview display a new small graph for remaining time, the
> time remaining / the account sla.
> The workflow is, you for your contact (or the contact via customer
> portal) open a ticket, the script search for account sla for this
> contact and update the field.
> Also an small module called "followMyTicket" created to pass the vtiger
> CRM security model, the goal is for a supporter to follow a ticket re
> assigned (to another supporter or manager).
> The module search into tickets log to see if the supporter name appear,
> if found, the supporter can follow the ticket issue.
>
> This is an customer order, i can't share in public for the moment, but
> the customer want to see that on vtiger core in the future, they are
> sensitive to open source spirit (and i always recommand to share). If
> developpers (no leechers) have an interrest with this and want to
> collaborate/Help/share, i'm open to share more details and code in
> private and you are welcome.
> After customer deliver and satisfaction, we can publish for Community
> without problem.
>
> Improvments to come (today/night i hope):
> - escalation : if the ticket sla remaing less than X -->ticket re
> assigned to -->Manager, email send to criminal ;-) supporter & to the
> manager
>
> Improvment for future (i hope),
> - esclalation management rule in vtiger setting,
> - ticket assignation management rule in vtiger settings,
> - Full Integration with vtiger standard,
> - Trash (to definivly delete an entity)
>
> Best regards,
> Aïssa
>
>
>
>
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