[Vtigercrm-developers] questions about support tickets ?

[Mickie M]

Dear Greg and Andy,

Thanks for your suggestions. We have added this as enhancement in trac and
will take up this in our future release. You can find the ticket here =>
http://trac.vtiger.com/cgi-bin/trac.cgi/ticket/4937

Kindly add your comments in this ticket if any.
Thanks & Regards
Mickie

On 1/14/08, Andrew Rodes <arodes at onweald.com> wrote:
>
> Greg,
>
> I have worked with systems at hosting companies in the past ( I have
> worked
> for a few over the years), and the best way to attack the problem your
> trying to solve that I have seen was to have asset based ticketing so that
> if an asset has a modification or problem, its quickly seen on all
> customer
> accounts that also use that asset.
>
> Unfortunately, vtiger does not support true assets to customer
> relationships or asset based ticketing although several community members
> have asked about it for over 2 years (or maybe longer .. I don't know).
>
> This functionality is in the major commercial ticketing products out there
> as I have used many including remedy and Siebel which handle it nicely.
>
> Andy
>
>
>
>
>
>
> -----Original Message-----
> From: Gregory Machin [mailto:greg at ct-net.org]
> Sent: Monday, January 14, 2008 5:36 AM
> To: vtigercrm-developers at lists.vtigercrm.com
> Subject: Re: [Vtigercrm-developers] questions about support tickets ?
>
> Mickie M wrote:
> > Dear Greg,
> >
> > 1. we have used the crmid as ticketid where as crmid is common for all
> > modules and unique. After a ticket creation if you create other
> > entities like leads, accounts, contacts, etc., then the crmid will
> > keep increasing. Now if you create a ticket again then the sequencial
> > crmid will be used as ticketid.
> Thanks for the explanation it makes sense now .
> >
> > 2. As of now you cannot add multiple accounts or contacts with a
> > single ticket. The ticket may be related with a single contact or
> > account. It will be good if you let us know the real time scenario for
> > this work. So that we will take this up in our future release.
> >
> I work in an it company and our main business is hosting and vpn support
> .. for example "I made changes to our mail server and would like to
> attach the ticket to all the accounts / contacts / users it will impact,
> so that if there is an issue and I'm not available someone else will be
> able to pickup the ticket and run with it. No matter who brings up the
> issue."
> Hope that makes sense ..
>
> > Kindly let us know for further informations.
> > Thanks & Regards
> > Mickie
> >
> > On 1/14/08, *Gregory Machin* < greg at ct-net.org
> > <mailto:greg at ct-net.org>> wrote:
> >
> >     Gregory Machin wrote:
> >     > Hi
> >     > I have 2 questions
> >     > 1) The ticket numbers seem to jump up with out logical reason
> >     why is that ?
> >     > 2) how can I add the account field to the template ?
> >     >
> >     > using vtiger 5.4
> >     >
> >     > Greg
> >     > _______________________________________________
> >     > Reach hundreds of potential candidates - http://jobs.vtiger.com
> >     >
> >     ooops I just relised that question number 2 is wrong .. I need to be
> >     able to add multiple contacts and accounts ..
> >     Thanks
> >
> >     _______________________________________________
> >     Reach hundreds of potential candidates - http://jobs.vtiger.com
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > Reach hundreds of potential candidates - http://jobs.vtiger.com
>
> _______________________________________________
> Reach hundreds of potential candidates - http://jobs.vtiger.com
>
> _______________________________________________
> Reach hundreds of potential candidates - http://jobs.vtiger.com
>
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