Creation of a Tickets requires a SLA Project. To create a SLA Project simply create a Project of type "SLA" and assign all users that should be able to create tickets for this SLA. This includes in-house employees and customers.
Setting up service hours is optional.
Find additional information on how to send notifications and auto assign Employees and Customers to tickets [here].
Once a ticket has been created, the helpdesk checks information associated with the ticket type in order to determine:
To configure the default workflow please go to Admin -> Categories and select "Intranet Ticket Type". Please observe the following two fields:
The logic that uses "im_categories.aux_string2 - default queue" and classifies a ticket is included in the PL/SQL procedure "im_ticket__classify". This PL/SQL routine should be called by the first Transition of the ticket's workflow.
Here is how you can check if im_ticket__classify is called for your workflow:
With this setting, now try to create a new ticket with a Ticket Type that is associated to your workflow.
Please make sure you have chosen the right widget for the dynamic field ticket_customer_contact_id:
By default Tickets can be created by all users that are members assigned to the SLA project.
In a next step please choose the ticket type that describes your matter best:
... and fill out the form:
Please provide as much information as possible at this step and be as specific as possible and create the ticket.
]po[ is capable of creating tickets based on emails send to an arbitrary mail account. For configuration and set up please see PERL scripts located at ~/packages/intranet-helpdesk/perl
Work in progress: Developers please see ~/packages/intranet-helpdesk/tcl/sourceforge-import-procs.tcl
A list of Tickets is provided at http://[YOUR_SERVER]/intranet-helpdesk/index
If a ticket had been opened by another users, a notification is shown:
If the time shown exceeds the time that is usually necessary to edit a ticket, the user as shown in the message left the screen without saving any data. In this case the message can be ignored.
Customer Info will change dynamically ticket attribute "Customer Contact" will be changed:
Classifying tickets in helpdesk operations refers to determining a type, a position in a global issue hierarchy and other operations.
In ]po[, this operation is implemented by the PL/SQL function "im_ticket__classify" which is located in the /packages/intranet-helpdesk/sql/postgresql/intranet-helpdesk-create.sql file.
You can take the existing im_ticket__classify as a template to add your own business logic. Withing the im_ticket__classify, you have access to all user specified information about the ticket plus information on the ticket environment such as the SLA, information about the customer etc.
In ]po[, there are many different ways to assign a ticket to a user or groups of users to provide you with maximum flexibility. Here are some of the options:
The following Objects can be associated to Tickets:
The Tickets life cycle can (but not must be) managed with a Workflow.
In order to trigger a Workflow please set up the Categories accordingly.
Users will log time on Tickets as they do on tickets. Tickets appear together with Projects and Tasks on all TS Tracking forms.
Communication btw. employees and clients happens through the Ticket Discussion Portlet.
Files such as text documents or screen shots can be manged the Ticket File Manger.
A ticket can be closed from the Tickets Context Menu. Tickets created by NAGIOS etc. might be automatically closed in case the incidence is not valid anymore.
Related Object Types