Revision as of 13:16, 2 February 2011

Under construction

Setting it up

First you must make a decision about how users will report tickets. You can have the followin scenarios's:

1. Customers don't have access and only ticket agents will enter tickets
2. Customers will go to the external page at http://your.domain/modules/tickets/extern/createticket.php
3. Customers will logon to Group-Office and only have read access to the tickets module (Recommended).

We recommend that users logon to Group-Office because then they have the rich and user friendly Group-Office interface to post and view their tickets.

Defining types

Ticket types categorize the tickets. For example you could define Sales, Printer problems, Server probles etc. You can define ticket types at:

Administration -> Types

Per ticket type you can enable the option to send an e-mail to the ticket agents that have access to this type when a new ticket is created by a customer.

E-mail templates

In the administration window you can set various e-mail templates that are sent to customers when they create a new ticket.

Module permissions

Only a member of the "Admins" user group can administrate this module. Users who have manage permissions can respond to, delegate and close tickets. Users with only "Use" permissions on the module can create tickets and view their own tickets only.

Customizing the create ticket page

This is only necessary if you don't want users to login to Group-Office.

You can customize the create ticket page by copying the folder:

modules/tickets/extern/template

to a custom folder outside Group-Office.

then add the following line to config.php:

$config['tickets_template_path']="/path/to/custom/template/folder/";

Bold tickets

Tickets show up in bold when the customer has created or replied to a ticket. It stays bold until you reply to the customer or close the ticket.

The ticket creation page

When a user creates a ticket on this page then an email will be send to the user with a link to view the ticket.