Akeeba Ticket System

Friday, 08 March 2013 04:04 CST

paceit

Another nice product! Just a few suggestions:

1. Change default for ticket to PRIVATE

It would be more useful if there was a global configuration option to set tickets to be Private by default, rather than global. For a user to rememebr to set it to private is risky if they then inadvertently include confidential info (e.g login /pwd details.

It is better to have an "opt out of private" rhather than an "opt out of public.

2. Option to Enforce all tickets at a category level to be Private, or All tickets to be public.

This makes the component more flexible as you can have a private ticket system and a public one alongside one another. One can serve as a Ticket FAQ (as on this site).

In our website instance this is what we really need, as pricing or charging credits does not come into it for our users.

Friday, 08 March 2013 04:25 CST

nicholas

1. The default behaviour was designed with my site in mind. If most people file private tickets there is not a large enough public ticket population to be searched, increasing support requests. Besides, there is very clear marking of public and private tickets. If that helps, I can add a private/public indicator next to the "Send your Reply" button.

2. No, that's not how ATS was intended to be used. It also doesn't make sense. Tickets should be organised by topic, not visibility. If all tickets are for Product X there should be one Product X category and it should be up to permissions and the user's preference if he wants to file public or private tickets.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 08 March 2013 05:56 CST

paceit

Thanks Nicholas.

Point 1: Yes, indicator would be useful and more obvious!

Point 2: Maybe i was not clear. In the backend, would it be possible to have an explicit override option to set a specific category to be either Private or Public?

e.g.

Private support category (enforced private - user cannot toggle)

General support category (public - user can toggle individually)

FAQ's category (enforce public - user cannot toggle to private)

Does that make sense? I'm referring to the product functionality, not your own ticket system.

Friday, 08 March 2013 07:28 CST

nicholas

What I can do is give you an option per category which controls what is the default ticket visibility (private or public) when creating a new ticket in this category. The default setting is to always create a Public ticket unless told otherwise. Toggling this option would allow you to create Private tickets by default, unless told otherwise. I cannot limit each category to one type of tickets, private or public. That would easily conflict with ACL privileges and credit options, requiring massive amounts of convoluted code to work around it. I'd rather keep it simple :)

I have just uploaded a new dev release which implements this idea. You can find it under https://www.akeebabackup.com/download/developer-releases Even though all dev releases are marked as "alpha", the current dev release of ATS is actually very stable; it's 1.0.1 plus the new features and bug fixes I've been working on.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 08 March 2013 11:15 CST

paceit

Excellent. I will try it out. I remain impressed by your dedication to provision of good support :-)

Friday, 08 March 2013 12:02 CST

nicholas

It's the only way I know to write software: listening to user feedback and trying to find the golden medium between requests and versatility of the software :)

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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