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Tiki trackers for issue tracker / help desk -> customer support requests (requests are private)

Status
Closed
Subject
Tiki trackers for issue tracker / help desk -> customer support requests (requests are private)
Version
2.x
Category
  • Feature request
  • Documentation (or Advocacy)
Feature
Trackers
Profile Manager
Resolution status
Partially solved
Submitted by
Marc Laporte
Lastmod by
Marc Laporte
Rating
(0)
Description

Tiki trackers are great for a bug tracker, as we are dogfooding here.

But what about for a "help desk" setting? -> Private requests from many customers to one company.

Imagine a hosting company. They may have public forums & trackers. But they also have a place where customers can ask direct support requests. And only the customer and the company can follow this tracker.

There is a way for people to just modify their own tracker. But this is more for a user profile, than a series of support requests.
http://doc.tikiwiki.org/tiki-index.php?page_ref_id=3204

You can also give permission to add a tracker item but not view. But they can't modify existing tracker items. (like sending in a black hole)

If we want people to submit many tracker items, but only see/edit their own, what should we do?

Currently, there is and option "Item creator can modify his items?" at tiki-admin_trackers.php

Maybe we need one: Only item creator can view his items?" Of course, staff working for the company would be admins and could see the trackers for all companies.

Or there could be login drop-down, and only that user can see. Even nicer would be that it's possible for people of the same group to see.

Maybe this possible with the current feature set. In which case, just documentation is necessary.

Some things to experiment:
"My items" in tiki-my_tiki.php

Current workaround is to make a tracker for each customer.

Please see: Issue Tracker


Related:
Trackers need "tiki_p_trackers_view_own" permission to view own items only
http://dev.tikiwiki.org/tiki-view_tracker_item.php?itemId=211

Solution

A profile is needed:
http://profiles.tikiwiki.org/Issue_Tracker

Importance
8
Priority
40
Demonstrate Bug (Tiki 19+)
Please demonstrate your bug on show2.tiki.org
 About show2.tiki.org

To help developers solve the bug, we kindly request that you demonstrate your bug on a show2.tiki.org instance. To start, simply select a version and click on "Create show2.tiki.org instance". Once the instance is ready (in a minute or two), as indicated in the status window below, you can then access that instance, login (the initial admin username/password is "admin") and configure the Tiki to demonstrate your bug. Priority will be given to bugs that have been demonstrated on show2.tiki.org.

Version: Create show2.tiki.org instance
Demonstrate Bug (older Tiki versions)
Please demonstrate your bug on show.tikiwiki.org
 About show.tikiwiki.org

To help developers solve the bug, we kindly request that you demonstrate your bug on a show.tikiwiki.org instance. To start, simply select a version and click on "Create show.tikiwiki.org instance". Once the instance is ready (in a minute or two), as indicated in the status window below, you can then access that instance, login (the initial admin username/password is "admin") and configure the Tiki to demonstrate your bug. Priority will be given to bugs that have been demonstrated on show.tikiwiki.org.

Version: Create show.tikiwiki.org instance
Ticket ID
1293
Created
Sunday 12 August, 2007 02:34:29 GMT-0000
by Unknown
LastModif
Thursday 28 October, 2021 06:04:54 GMT-0000

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Each feature in Tiki has a wiki page which regroups all the bugs, requests for enhancements, etc. It is somewhat a form of wiki-based project management. You can also express your interest in a feature by adding it to your profile. You can also try out the Dynamic filter.

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