Dear Greg and Andy,<br><br>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 => <a href="http://trac.vtiger.com/cgi-bin/trac.cgi/ticket/4937">
http://trac.vtiger.com/cgi-bin/trac.cgi/ticket/4937</a><br><br>Kindly add your comments in this ticket if any.<br>Thanks & Regards<br>Mickie<br><br><div><span class="gmail_quote">On 1/14/08, <b class="gmail_sendername">
Andrew Rodes</b> <<a href="mailto:arodes@onweald.com">arodes@onweald.com</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Greg,<br><br>I have worked with systems at hosting companies in the past ( I have worked<br>for a few over the years), and the best way to attack the problem your<br>trying to solve that I have seen was to have asset based ticketing so that
<br>if an asset has a modification or problem, its quickly seen on all customer<br>accounts that also use that asset.<br><br> Unfortunately, vtiger does not support true assets to customer<br>relationships or asset based ticketing although several community members
<br>have asked about it for over 2 years (or maybe longer .. I don't know).<br><br>This functionality is in the major commercial ticketing products out there<br>as I have used many including remedy and Siebel which handle it nicely.
<br><br>Andy<br><br><br><br><br><br><br>-----Original Message-----<br>From: Gregory Machin [mailto:<a href="mailto:greg@ct-net.org">greg@ct-net.org</a>]<br>Sent: Monday, January 14, 2008 5:36 AM<br>To: <a href="mailto:vtigercrm-developers@lists.vtigercrm.com">
vtigercrm-developers@lists.vtigercrm.com</a><br>Subject: Re: [Vtigercrm-developers] questions about support tickets ?<br><br>Mickie M wrote:<br>> Dear Greg,<br>><br>> 1. we have used the crmid as ticketid where as crmid is common for all
<br>> modules and unique. After a ticket creation if you create other<br>> entities like leads, accounts, contacts, etc., then the crmid will<br>> keep increasing. Now if you create a ticket again then the sequencial
<br>> crmid will be used as ticketid.<br>Thanks for the explanation it makes sense now .<br>><br>> 2. As of now you cannot add multiple accounts or contacts with a<br>> single ticket. The ticket may be related with a single contact or
<br>> account. It will be good if you let us know the real time scenario for<br>> this work. So that we will take this up in our future release.<br>><br>I work in an it company and our main business is hosting and vpn support
<br>.. for example "I made changes to our mail server and would like to<br>attach the ticket to all the accounts / contacts / users it will impact,<br>so that if there is an issue and I'm not available someone else will be
<br>able to pickup the ticket and run with it. No matter who brings up the<br>issue."<br>Hope that makes sense ..<br><br>> Kindly let us know for further informations.<br>> Thanks & Regards<br>> Mickie<br>
><br>> On 1/14/08, *Gregory Machin* < <a href="mailto:greg@ct-net.org">greg@ct-net.org</a><br>> <mailto:<a href="mailto:greg@ct-net.org">greg@ct-net.org</a>>> wrote:<br>><br>> Gregory Machin wrote:
<br>> > Hi<br>> > I have 2 questions<br>> > 1) The ticket numbers seem to jump up with out logical reason<br>> why is that ?<br>> > 2) how can I add the account field to the template ?
<br>> ><br>> > using vtiger 5.4<br>> ><br>> > Greg<br>> > _______________________________________________<br>> > Reach hundreds of potential candidates - <a href="http://jobs.vtiger.com">
http://jobs.vtiger.com</a><br>> ><br>> ooops I just relised that question number 2 is wrong .. I need to be<br>> able to add multiple contacts and accounts ..<br>> Thanks<br>><br>> _______________________________________________
<br>> Reach hundreds of potential candidates - <a href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><br>><br>><br>> ------------------------------------------------------------------------<br>><br>
> _______________________________________________<br>> Reach hundreds of potential candidates - <a href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><br><br>_______________________________________________<br>Reach hundreds of potential candidates -
<a href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><br><br>_______________________________________________<br>Reach hundreds of potential candidates - <a href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><br>
</blockquote></div><br>