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Home Access Plus+ Thread, [HAP+][v10] - New Helpdesk in Projects:; Hi all, Currently planned for v10 is a new look helpdesk, going to need some suggestions on this one, Currently ...
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    nickbro's Avatar
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    Question [HAP+][v10] - New Helpdesk

    Hi all,

    Currently planned for v10 is a new look helpdesk, going to need some suggestions on this one,

    Currently thinking of:

    • SQL Provider
    • Ability to upload pictures to tickets (SQL ONLY)
    • Ability to hide assign to
    • Ability to set default note text for new tickets (will be an advanced feature of editing the .aspx file)
    • A tile number representing new or "unread" tickets
    • Some thresholds for managing outstanding tickets.. i.e highlight in red if it hasn't been updated for a week (or two weeks.. or a day etc)
    • Search for the SQL version
    • hotlinked user-names or computer/asset name (that would need it's own field).. so we can click on the user and see all of their closed or open tickets.. and the same for a machine.. (i.e. to check for repeated issues on a machine)

    Currently Done:

    • embolden new or "unread" tickets (this would be on a per user basis) - DONE - 22/1/14
    • Ability to set more states (i.e. with 1st Line Support, 2nd Line Support, 3rd Line Support, Fixed, Resolved, Waiting, No Action Needed, Timed Out) DONE - 1/2/14
    • In-line updating - DONE - 1/2/14
    • Allow users to close tickets - DONE - 1/2/14
    • Ability to hide a note in a ticket (say it's a note from 3rd line that the end user doesn't need to know) - DONE - 1/2/14
    • Read #123 as a ticket reference number and link it - DONE - 7/2/14
    • Pick up Computer name from DNS - Done - 7/2/14
    • Use the @ sign to mention a user - DONE - 10-2-14
    • The tile would also display a big bold number to end users telling them when a ticket has been updated or when it is in a "action required by them" state.. - DONE - 22/2/14
    Last edited by nickbro; 22nd February 2014 at 09:15 PM.

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    fairm010's Avatar
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    How hard would it be to implement a report builder so that we can run reports of who opens x amount of tickets, ticket summary etc.

    Also log when the ticket was opened and then when the tech closes is its logged and then run a report on average case open time?

    Sorry for the brief description, I hate typing on a 4 inch screen!

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    nickbro's Avatar
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    With the SQL provider, yes you can jump in to SQL management and run a SQL query

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    mattgrimley's Avatar
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    so... sounds exiting!

    Some thoughts:
    1> embolden new or "unread" tickets (this would be on a per user basis)
    2> A tile number representing new or "unread" tickets
    3> Some thresholds for managing outstanding tickets.. i.e highlight in red if it hasn't been updated for a week (or two weeks.. or a day etc)
    4> The tile would also display a big bold number to end users telling them when a ticket has been updated or when it is in a "action required by them" state..
    5> My users never close their own tickets and a couple have said they can't.. i havent checked, but if true, can they?
    6> Search for the SQL version
    7> hotlinked user-names or computer/asset name (that would need it's own field).. so we can click on the user and see all of their closed or open tickets.. and the same for a machine.. (i.e. to check for repeated issues on a machine)

    That's off the top of my head.. more when i've mulled on it!

    Matt

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    fairm010's Avatar
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    Looks great Nick. Great work

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    Quote Originally Posted by nickbro View Post
    Ability to set more states (i.e. with 1st Line Support, 2nd Line Support, 3rd Line Support, Fixed, Resolved, Waiting, No Action Needed, Timed Out) - suggestions
    I would add to the list Duplicate, with the option to link the ticket to another open ticket.

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    @mattgrimley


    • embolden new or "unread" tickets (this would be on a per user basis) - DONE - 22/1/14

  9. Thanks to nickbro from:

    mattgrimley (23rd January 2014)

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    Looks great

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    Got some bad news for you guys, I'm not going to be able to do everything I wanted for the v10 release, hopefully some of these items will make it into the v10.x release.

    I'm hoping to get HAP+ working correctly on Windows Server 2012 R2 as I'm moving my HAP+ install onto that. I'll make a new help video on what to install.

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    mattgrimley's Avatar
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    That's not bad news mate Just different priorities!! I'm only adding this as this thread seems like the obvious place to file it!

    Adding to the currently paused list of ideas i have the following:
    Hashtags +/ Tags

    I've been trying to think of a good way of allowing things like software name and computer name to be both easy to record and search. My thought was tags and/or hashtags.

    Staff would presumably not cope with use of these in the main body text, but a separate list of tags (wordpress style) would allow an administrator to update the on-going ticket with relevant tags.
    Hashtags could in theory be added to the body of the text simply by prefixing a #.

    Example:

    Body Text: Computer #SCI-02 keeps crashing when loading #Sibelius with #Error12201.
    Extra Tags: #Science, #AudioDriver

    Clicking on any tag / hashtag would take you to a useful list of all of the posts which are tagged with it.

    Matt

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    No worries Nick

    A thought I had the other day, is it possible to make the person closing the case put a summary of action taken before closing.

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    Quote Originally Posted by mattgrimley View Post
    That's not bad news mate Just different priorities!! I'm only adding this as this thread seems like the obvious place to file it!

    Adding to the currently paused list of ideas i have the following:
    Hashtags +/ Tags

    I've been trying to think of a good way of allowing things like software name and computer name to be both easy to record and search. My thought was tags and/or hashtags.

    Staff would presumably not cope with use of these in the main body text, but a separate list of tags (wordpress style) would allow an administrator to update the on-going ticket with relevant tags.
    Hashtags could in theory be added to the body of the text simply by prefixing a #.

    Example:

    Body Text: Computer #SCI-02 keeps crashing when loading #Sibelius with #Error12201.
    Extra Tags: #Science, #AudioDriver

    Clicking on any tag / hashtag would take you to a useful list of all of the posts which are tagged with it.

    Matt
    Hi Matt, currently the hashtag is for referencing another ticket. At this moment, tagging on tickets isn't something I'm thinking of.

    Also, forgot to add this one to the list of stuff done

    Pick up Computer name from DNS if PC is internal (same stuff as for kerberos) - Done - 7/2/14

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    Hi Guys, bit of bad news, due to work commitments these features will be delayed for a feature release. v10 is still set for end of the month release, either 28/2 or 1/3, 2/3.

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