Akeeba Ticket System

Tuesday, 31 May 2016 10:42 CDT

user89142

We're moving our support onto a system where our customers have 4 levels of priority for support for their sites, from P1 being the site is down to P4 being a minor bug. Response times for these bug levels are in the contracts and we have to respond in a certain amount of time depending on the severity.

Is this the sort of functionality that ATS can support? I've added in a custom field but there's some additional items needed:

Displaying the severity in the front-end & admin ticket lists
Filtering /sorting by severity in front-end & admin
Auto notification or escalation when bugs aren't being fixed within the time parameters.

Thanks,
-David.

Tuesday, 31 May 2016 10:47 CDT

nicholas

I understand that this is meant to be user selectable? If so, the only choice you have for four priority levels is using a custom field. Otherwise ATS itself supports three priority levels (low, normal, high) which can be set by the user.

Maybe you could combine both features. For example having a dedicated category for extremely high priority issues (let's call it Emergency) and a second category for everything else (let's call it Technical Support). If someone files a ticket in Emergency it's a priority one and you have to respond a.s.a.p. If someone files something in the Technical Support category it's P2 if it's High priority on ATS, P3 if it's Normal priority and P4 (minor bug) if it's Low priority.

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!

Tuesday, 31 May 2016 10:49 CDT

nicholas

I neglected to say that since the priorities are linked with both the credit consumption system in ATS and the email priority levels (when receiving emails from clients) the three priorities cannot be increased in number. Basically, it's hardcoded in too many places to make the change without breaking many other things along the way :(

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!

Thursday, 30 June 2016 17:20 CDT

System Task

system

This ticket has been automatically closed. All tickets which have been inactive for a long time are automatically closed. If you believe that this ticket was closed in error, please contact us.

Edited by on 2016-06-30 17:20 CDT

Support