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1
jfebus
Help Desk Module with Reports

  • 2004/12/8 14:57

  • jfebus

  • Just popping in

  • Posts: 97

  • Since: 2004/9/1 1


Hi All,

I am looking for a Help Desk Modules with report features. I already installed zentrack, but it doesn't provide any reporting tool.

Any option inside or outside XOOPS?

Best regards
2
jmass
Re: Help Desk Module with Reports

  • 2004/12/8 15:24

  • jmass

  • Friend of XOOPS

  • Posts: 524

  • Since: 2003/12/18


I feel you man.

xHelp is great. However, reporting is also where it is weak.

I still use it, because it is very nice. But I wish for reporting as well
3
ackbarr
Re: Help Desk Module with Reports

If I may say so - xHelp is a fine module however, its reporting features are not very robust yet. They are in the todo list for v0.8, which we'll start on as soon as 0.7 hits the door (beginning of next week?). I'm interested in hearing what reports you find necessary.
4
jfebus
Re: Help Desk Module with Reports

  • 2004/12/8 15:37

  • jfebus

  • Just popping in

  • Posts: 97

  • Since: 2004/9/1 1


I need the following reports:

1) open tickets with tried resolutions
2) closed reports in a specific month with resolutions
5
ackbarr
Re: Help Desk Module with Reports

I'll paraphrase to make sure I understand what you are looking for:

Quote:
1) open tickets with tried resolutions

Tickets that are not yet closed, but staff members have responded (attempts to help)
Quote:
2) closed reports in a specific month with resolutions

A report that shows the tickets closed in a given month, displaying their resolutions?

Hmm to accommidate these requests, we would first need a way to differ a normal response from a resolution. We could either provide an additional field to record the resolution, or a way to flag a given response as a resolution to the ticket.
6
jfebus
Re: Help Desk Module with Reports

  • 2004/12/8 16:32

  • jfebus

  • Just popping in

  • Posts: 97

  • Since: 2004/9/1 1


Quote:
A report that shows the tickets closed in a given month, displaying their resolutions?


the responses are ok...

If I can get a report with the tickets closed in an specific month and the responses for the tickets it will be perfect!
7
jfebus
Re: Help Desk Module with Reports

  • 2004/12/8 16:46

  • jfebus

  • Just popping in

  • Posts: 97

  • Since: 2004/9/1 1


Another request!

What about copying a Ticket?
8
ejuden01
Re: Help Desk Module with Reports

  • 2004/12/8 16:58

  • ejuden01

  • Not too shy to talk

  • Posts: 121

  • Since: 2004/4/5 1


Can you explain in more detail about copying a ticket? What would it be used for?
9
jfebus
Re: Help Desk Module with Reports

  • 2004/12/8 17:04

  • jfebus

  • Just popping in

  • Posts: 97

  • Since: 2004/9/1 1


Quote:

ejuden01 wrote:
Can you explain in more detail about copying a ticket? What would it be used for?


Let say you create a ticket for a issue and while you are working on it, you need to create another ticket as the one already created for another user.

Another example...
3 users called with the same problem...
10
ejuden01
Re: Help Desk Module with Reports

  • 2004/12/8 17:07

  • ejuden01

  • Not too shy to talk

  • Posts: 121

  • Since: 2004/4/5 1


I believe we already have this feature request to take care of that.
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