RE: [Phpgroupware-users] tts question

[Chris Weiss]

I did something similar but it's not portable and required a bit of hacking on 
each
app involved (tts and a couple little custom apps i wrote).  Basically I added 2
fields to tts, link_app and link_id, so I could store a relationship to a 
record in
another app.  Then I modified the other apps to add a button so i could create 
a tts
ticket from them that would pass in the appname and record id for tts to store.
>From there it wasn't too hard to make a summary showing the tts info in the 
>apps and
a record summary in tts.

I did it as a quick one-off solution, a "better" way would be to use hooks for 
the
summaries and use a seperate table to store the links so any app could link 
with any
other app.

dr.ahab (address@hidden) wrote:
>
>Hi Brian,
>
>I am planning on using the sys mainly for doing a bit of project planing and
>as a helpdesk system for use with 1. + 2. level phone-support. The call
>center consists of experts that assist customer's with there problems using
>my employers product (software). These supporters work in time (and on the
>same premises) with the developers and either try to solve problems immy or
>hand them on to the appropriate developer and follow up that a solution is
>found.
>
>I had a look at infolog and projects (only) but decided that tts suits my
>needs better, given that I could associate a ticket with a given project.
>The plan is then to create (support-)projects for all given customers
>(possible as this is a product targeted at a small, highly specialized
>market), thus enabling me to produce reports for calls per customer, mean
>response time and other stats I need to improve our service.
>
>Since posting to the list I have done some work on the sources and have
>nearly finished those amendmends needed to cover my requirements. My code is
>propably not really good as this is my first time with php ever, but it
>works ;)
>
>Regards, Jan
>
>> -----Original Message-----
>> From: address@hidden
>> [mailto:address@hidden Behalf Of
>> Brian Johnson
>> Sent: Monday, August 25, 2003 10:52 PM
>> To: address@hidden
>> Subject: Re: [Phpgroupware-users] tts question
>>
>>
>> I don't think anyone has done that
>>
>> One question that comes to mind is "What function/features do you
>> hope to add?"
>>
>> tts allows you to categorize tickets.  Do you also want to assign
>> staff time to
>> those tickets?
>>
>> do they need to be tickets or would todos work (infolog and
>> projects work together
>> for instance)
>>
>> A better explanation of your goals might help us direct you to a solution
>>
>>
>>
>>
>> dr.ahab (address@hidden) wrote:
>> >
>> >hi list,
>> >
>> >beeing new to this list and phpgw as well i wanted to say thanks to those
>> >out there working on the project! my first install works quite
>> well and i am
>> >in the process of customizing those bits and pieces that i mostly need.
>> >
>> >that is were my question comes in, i want to use the tts app in
>> combination
>> >with projects. e.g. i would need to associate every ticket with
>> a project.
>> >before i go through doing that on my own, i thought i would ask
>> here whether
>> >someone has allready done something similar.
>> >
>> >any comments welcome!
>> >
>> >cheers, jan
>> >
>> >
>> >
>> >_______________________________________________
>> >Phpgroupware-users mailing list
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>> >http://mail.gnu.org/mailman/listinfo/phpgroupware-users
>> >
>>
>> --
>> Brian Johnson
>> * This is where my witty signature line would be if I bothered to
>> edit this line :) *
>>
>>
>>
>>
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>
>
>
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