Tickets Plugin 🎟

Plugin
40

Hi Angus!

I may be right, but I don’t think there’s much new feedback from others here. @WorldIsMine has suggested creating “ticket health” functionality which would be very handy to have and we would definitely use it if it existsed, but there are more important tasks.

If I were you, I’d work on these three tasks next to make the ticket system more stable and usable.

  1. bug: The hijacked link to a user’s assigned tickets appears to not work for usernames that have mixed case.
  2. add ability to indicate the user a ticket is about. Add column on tickets dashboard for date ticket was created and date created, date of last activity. (ok, I see I may have snuck in some separate tasks here - so sue me :balance_scale: )
  3. hijack :mag: search on tickets dashboard to allow searching for tickets by keyword

Note: @Kankuro had reported 1 above but I didn’t understand it previously. Now I was able to replicate it.

click for replicable steps on namati Steps to replicate:

go to your own messages, then click on ASSIGNED on the menu. You will see it works! :+1:

go to Mohammed’s messages, then click on ASSIGNED on the menu. It does not work! :-1: Note lower-case on URL:

https://community.namati.org/admin/tickets?filters=assigned%3Amohammedaman

click link to Mohammed’s assigned tasks on the dashboard - it works! Note case on URL:

https://community.namati.org/admin/tickets?filters=assigned%3AMohammedAman

If you wanted to add a feature to allow non staff to create tickets, I think it would make sense to do it after the above is in place. It doesn’t seem as pressing to me because it is possible to do just this using an external form and the API. The only thing missing now is that users can’t see the ticket status, priority and reason, or assigned. But that is less important in my view.

I don’t know exactly how it might look but we should talk through it and solicit ideas. Maybe the easiest thing is to add a group setting to enable tickets for the group. Then when enabled, a TICKET button shows up on the user card pop up and group landing page. (A URL method for starting a ticket would be provided, like we have for starting a message, so on other parts of our site we could write something like “start a ticket by clicking here” or whatever.) When selected, an interface pops up that looks much like the current add ticket interface, already enabled and including the group and perhaps with some default ticket tags already prefilled. To see and manage their tickets, users could get a TICKETS menu option on their messages to access their own tickets? Or the dashboard could be moved to the /tickets route and only show people the tickets they have access to?

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