[Vtigercrm-developers] questions about support tickets ?

[Gregory Machin]

Thanks for that .. I have found the vtigercrm list very supportive 
..thanks to all involved ..

Greg

Mickie M wrote:
> 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 
> <mailto: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 <mailto:greg at ct-net.org>]
>     Sent: Monday, January 14, 2008 5:36 AM
>     To: vtigercrm-developers at lists.vtigercrm.com
>     <mailto: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>
>     > <mailto: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
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> Reach hundreds of potential candidates - http://jobs.vtiger.com