你好 @angus，
我是这里的新手，如有不懂之处请见谅。
我们正在试用这个插件，看看它是否能替代我们自建的工单系统，因为该系统需要维护，而我们几乎没有时间去做。
在配置完成后，通过向相应的标签组添加标签，我注意到标签并没有出现在“优先级”下拉菜单等位置。我们使用的是最新版的 Discourse（即 beta10），这可能是全部或部分原因。
任何想法或建议都将不胜感激。谢谢。
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谢谢托比亚斯。我尝试在帕维利昂 Discourse 上注册，以便发布“我也是”（#MeToo）的帖子，但没有收到确认邮件。我已经仔细检查过邮箱地址，确认无误。是的，我也检查了垃圾邮件文件夹。
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很抱歉，Steven。我看到在 Pavilion Discourse 上尝试发送邮件有两次。我们需要检查一下我们的邮件服务……（让我们线下讨论此事）
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嘿 @sjhodgen，看来 Mailgun 不接受你的邮箱地址。我会私信你详细信息。
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终于在这个假期周末尝试了它；感谢 @tobiaseigen 的提醒。
不幸的是，我无法在下拉列表中选择任何我的优先级/状态/原因标签——无论目标帖子是私信还是主题。所有下拉列表都显示为空：
有人也遇到过这种情况吗？我在插件创建的三个标签组中分别设置了一些选项，并且为了测试目的，将它们设置为对所有人开放。想知道我可能哪里做错了……
更新： 我刚刚在以下地址交叉参考了这个问题：
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@angus 我已提交了一个拉取请求来解决这个问题：
（我们是否现在应该将 paviliondev 设为 master？）
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我也已对“管理工单”页面推送了修复，一并解决了那些下拉菜单的问题。
所有修复已应用到 Pavilion 分支，并已添加到上述拉取请求中。
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那
我该如何让
./launcher rebuild web_only
正常工作呢？
只需将 app.yml 中此插件的 GitHub 链接更改为
https://github.com/paviliondev/discourse-tickets
然后重新构建，一切就会顺利运行。
我不确定“仅限 Web”对你的环境意味着什么，但你需要修改的是用于构建你实例的那个 yml 文件。
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是的，谢谢
注意：angus 尚未正式将此仓库迁移到 paviliondev，但目前只有后者可用，所以……
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我们通常将 app.yml 拆分为 data.yml 和 web_only.yml。
您需要在应用容器中更改克隆命令的地址以切换仓库。
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@merefield 谢谢
一般来说，这个插件并不是我们的优先事项。我最初是专门为 @tobiaseigen 构建它的，所以我对它实际的使用情况并不太了解。
如果有人正在使用它，或者想在真实网站上使用它，请描述一下使用场景。
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Hi Angus! Thanks for asking - I’d also be interested in knowing who else is using it and if there is wider demand for improving it.
My organization uses this plugin very actively and depends on it. The primary use case is starting ticket PMs for various helpdesk related purposes. It is super handy to be able to quickly give tickets priority, status and reason tags and add them to a helpdesk team group. If follow-up is required, tickets can also quickly be assigned to someone. As tickets are worked on or age out, we change the status, unassign them, and archive them in the group inbox. We’ve turned on weekly email notifications about assigned tickets, and regularly check in with each other to make sure we don’t drop the ball. To give more insight, I shared our procedure below.
I also use tickets on my personal forum in combination with kanban to create and work on a backlog of personal projects. Geeky, I know, but it has been super helpful in helping me move forward on many different priorities without having to set up another system and allowing me to spend more time in discourse! As I move along, I am able to leave notes for my future self, update tags, and unassign when done. I also am able to loop in family members by mentioning them and getting their input quickly by email, though I have not been pushing them to log in.
I do not use the tickets dashboard on my personal site and discourage my work colleagues from looking at it because the filters and pagination do not work well - in fact, a setting to disable it would be welcome. I think the OP describes the roadmap quite nicely to create a tickets dashboard that would make this plugin highly valuable for many, not just my own organization - and I’d like to see it happen!
That said… it was interesting to lose access to the ticket tags pulldown for a few weeks - my team did not seem to miss it that much. Given that we do not have a well functioning tickets dashboard now, the ticket system is not as useful as envisioned for prioritizing and handling tickets, and for helping each other as a team. It’s quite possible that we could get by without the tickets plugin altogether and just rely on core discourse features (e.g. canned replies, reminders, whispers, solved, assigned). The ticket tags for priority, status and reason might also be streamlined - given that we do not have a tickets dashboard that lets us use them properly, it’s overkill to have so many options.
Tickets Procedure at my organization
No balls are dropped when handling correspondence with a ticket system, because each unresolved ticket is assigned to someone, and is given priority and status. All moderators can create tickets, but only admins can see personal messages. The helpdesk team is tasked with monitoring tickets and ensuring follow-up occurs with appropriate speed, so include @helpdeskteam in any tickets that need follow-up.
Procedures for oft repeated tasks include tickets, especially procedures with many steps over a period of time such as core membership, webinar planning, and inviting people to join the network.
Using the ticket system
Create tickets
As a moderator, you can make any topic or message on the forum into a ticket by editing the title and then selecting the big blue TICKET button. Tickets can be given priority, status, reason and assignee. By default, the @helpdeskteam group is included in all ticket messages so you can work together with the helpdesk team. You can directly add more users and groups here as well.
Once a ticket exists, its status and priority can be updated, and it can be reassigned or unassigned when it is resolved and there’s nothing left to be done.
Make strategic use of discourse features as you create and follow up on tickets:
- Title - indicate what ticket is about in as much detail as possible
- Canned replies - insert a prepared message and then personalize it
- Tags - further categorize what ticket is about (e.g. country or theme)
- Reminders - remind yourself to follow up (only visible to you)
- Whispers - discuss privately with colleagues to ask for advice and update them
- Solved - choose a reply that contains/summarizes the solution for the ticket (do not select whispers as only moderators can see them!)
Follow up on tickets assigned to YOU
Please follow up on tickets assigned to you on a timely basis. Once you have completed a ticket and there is nothing remaining for you to do, go ahead and unassign it.
You will be notified by email when a ticket is assigned to you by another moderator, and receive monthly reminders of pending assignments. Look for the link to your assigned tickets on your profile menu - see screenshot.
Tickets in the @helpdeskteam inbox
We mostly use tickets to ensure message followup directly with members. You can see all of them in the @helpdeskteam group inbox. Typically we leave messages that need handling in the inbox, and archive them when they do not need handling or when they are resolved. That way the inbox remains a good place to look for messages requiring replies.
Some considerations:
- archived messages return to the inbox when someone replies
- you can unassign and reassign messages anytime as needed
- messages must include @helpdeskteam in order to be visible to everyone on the team
Tickets in the forum categories
We also use tickets to ensure follow up on topics in the forum. This includes topics we create regularly such as #memberspotlight #featuredresource #introductions etc. Also flagged topics in the review queue can be assigned for followup.
Improve the ticket system
The ticket system status, priority and reason options can be gardened and improved to streamline how we prioritize tickets and move them through to resolution.
The tickets currently in the system have a mix of status, priority and reasons because of our evolving system. As we work through the backlog of existing tickets and create new ones, we can update them.
Features roadmap
@angus has created the ticket system plugin, which he can extend and improve for us based on our feedback. So feel free to give feedback below on new ideas for features or improvements. See Tickets Plugin 🎟 on meta for the latest info.
List of Ticket reasons
Reasons fall into the main categories below. If a specific reason does not exist within that category, just use the category itself as the reason. If you think a new reason should be added, reach out to the helpdesk admin.
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我们使用“工单”插件作为创建新任务和支持工单的入口。我们很少使用仪表盘，主要是因为其不支持订购项目；出于同样的原因，我们也停止使用看板主题。
我们现在使用 https://taiga.io 进行项目管理，但仍认为 Discourse 和“工单”插件在创建新任务和支持工单方面很有用。
目前我们手动关联 Taiga 和 Discourse 的相关话题。我们正在着手自动化 Taiga 与 Discourse 之间的链接。如果有一种简单的方法可以为工单事件运行 Webhook，那将非常有用。
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感谢您提供这个插件。我有几个问题：
- 我该如何使用它？您能指引我查看相关文档或教程吗？我已经启用并成功运行了它，但不知道具体如何使用。
- 如果我将一个主题转换为工单，那么该主题是否仅对创建者和帮助组可见？
文档位于本主题的首帖中。您还有哪些具体问题在那里未得到解答？
请注意存在一些已知问题。例如，我不建议在后台使用工单仪表盘。但设置工单标签、启用在编辑主题标题时添加工单标签以及分配工单的功能运行良好。
关于您的第二个问题……此插件不会更改主题访问权限。它只是添加工单标签，并允许您将工单分配给他人。对于私信（PM），您还可以添加人员或群组，以便他们能够查看这些工单。
你好，Tobias，
我阅读了第一篇帖子，但很抱歉，我不太清楚具体如何使用。请问如何创建工单？
感谢您提供的其他信息。