Sodium-New feature-Helpdesk!
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Good morning ML,
So this is why I have been slightly more quiet over the past few days, I've been working on our helpdesk feature! Along with this announcement video, I just wanted to make mention of a few bugs that do come with this release that I'm actually working on fixing right now (and will be deployed in the morning).
- Notes:
Notes contains a few bugs, reason being is this was not the main focus right off the bat as there is no external portal so this is only so useful so far.
- Yes notes do work however I'm not happy with the entry process, right now entry occurs on an "enter" key stroke. I don't like this and it won't work for long docs etc so I'm going to be changing this.
- container for the notes does not have an overflow property yet so the container breaks upon too many notes being entered /facepalm
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Last modified: doesn't reflect last modified obviously. Will be fixed in the morning release.
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You can sort by column (except ticket type which will likely not be fixed immediately in the morning but probably a release tomorrow at some point)
Permissions:
- Edit tickets will allow a member of an account group to ....edit tickets....
- If a user does not have this permission, they will only be able to designate time worked on the ticket.
- If a user is not the "admin" account (original account) without the New Tickets permission they will obviously not be able to create a ticket either.
As per always, thanks for all of the insight on bugs and what changes you would like to see
- Notes:
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@quixoticjeremy said in Sodium-New feature-Helpdesk!:
Good morning ML,
So this is why I have been slightly more quiet over the past few days, I've been working on our helpdesk feature! Along with this announcement video, I just wanted to make mention of a few bugs that do come with this release that I'm actually working on fixing right now (and will be deployed in the morning).
- Notes:
Notes contains a few bugs, reason being is this was not the main focus right off the bat as there is no external portal so this is only so useful so far.
- Yes notes do work however I'm not happy with the entry process, right now entry occurs on an "enter" key stroke. I don't like this and it won't work for long docs etc so I'm going to be changing this.
- container for the notes does not have an overflow property yet so the container breaks upon too many notes being entered /facepalm
-
Last modified: doesn't reflect last modified obviously. Will be fixed in the morning release.
-
You can sort by column (except ticket type which will likely not be fixed immediately in the morning but probably a release tomorrow at some point)
Permissions:
- Edit tickets will allow a member of an account group to ....edit tickets....
- If a user does not have this permission, they will only be able to designate time worked on the ticket.
- If a user is not the "admin" account (original account) without the New Tickets permission they will obviously not be able to create a ticket either.
As per always, thanks for all of the insight on bugs and what changes you would like to see
Just wanted to make an update post really quick with bug fixes that released this AM:
-Notes now enter via a entry button element, no longer via a keypress
-Notes also how handle overflow properly and will scroll upon more being entered
-last modified now reflects the last update time properly.-Haven't fixed the sort by column for ticket type yet.
- Notes:
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Really excited about this release. It's very basic at this point and obviously just a technical preview. But this is the first nearly useful functionality of the system and we are super excited to see people start using it very soon. A few more steps before it is ready for people to actually dive into and start using as ticketing, even emails don't work at this point, but you can see sample tickets and get a feel for how it will work. We are really looking for feedback here, what are we missing, what should it do differently?
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I'm assuming we can't submit a ticket yet?
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@dashrender said in Sodium-New feature-Helpdesk!:
I'm assuming we can't submit a ticket yet?
Why do you say that? I've seen @scottalanmiller successfully submit a ticket as well as I have. Are you having an issue or error?
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@dashrender said in Sodium-New feature-Helpdesk!:
I'm assuming we can't submit a ticket yet?
I got one in with only minor troubles
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How do tickets get submitted?
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@fateknollogee said in Sodium-New feature-Helpdesk!:
How do tickets get submitted?
Right now via the web interface
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@scottalanmiller said in Sodium-New feature-Helpdesk!:
@fateknollogee said in Sodium-New feature-Helpdesk!:
How do tickets get submitted?
Right now via the web interface
That is how users submit tickets?
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@fateknollogee said in Sodium-New feature-Helpdesk!:
@scottalanmiller said in Sodium-New feature-Helpdesk!:
@fateknollogee said in Sodium-New feature-Helpdesk!:
How do tickets get submitted?
Right now via the web interface
That is how users submit tickets?
Currently, yes. How does a user submit tickets in any system....
Web portal, email in, call in and have a tech put in on their behalf.
Other than not yet having email ingestion, is there another system you are thinking of?
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I guess Iām not finding the place users go to submit tickets?
Maybe I need to first add some users
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@fateknollogee said in Sodium-New feature-Helpdesk!:
I guess Iām not finding the place users go to submit tickets?
Maybe I need to first add some users
?LOL, yes, that is needed if you want users adding tickets directly rather than through a tech.
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@fateknollogee said in Sodium-New feature-Helpdesk!:
I guess Iām not finding the place users go to submit tickets?
Maybe I need to first add some users
?Currently there is only the one interface for tickets. We do absolutely acknowledge the need for a form of web portal though/email input. This is definitely high on the list of requirements for our ticketing system. We are revamping a good portion of that system though, so likely in that revamp we will be including the web portal as well.
I think it was mentioned somewhere else we are on boarding some developers currently so hopefully we can attack more things at once.
