How would you do the following....

[trafalger]

Ok we have been using cerb3 for over a year now and when we upgraded to cerb4 i decided to completely start over as I don't like how cluttered and junky our cerb3 data has gone. Admittedly it was my fault for letting it get like that, but honestly i had no idea what i was doing when we set it up.

Now...I have a fresh install of Cerb4...

1. Where are the reports hiding...I need for my billing dept to see the closed tickets so they know what to bill? And have they added a custom report builder yet or someway to create reports without having to use external apps like Crystal Reports...?

2. Is it possible to make an internal KB like in 3.0. We used the hell outta the KB for internal use and I see how to use a plugin to create one but I do not want it to be external.

3. How do i enable the mobile interface. I have the plugin enabled but i do not see where i can create a site like in the others and there is no real good docs on how it works. Do i need to access a specific url? (cerb4/mobile/index.php..etc...) or something like that?

Thanks...

[Hildy]

1. Where are the reports hiding...I need for my billing dept to see the closed tickets so they know what to bill? And have they added a custom report builder yet or someway to create reports without having to use external apps like Crystal Reports...?
Reports aren't hiding, they're just not done yet. :-) That's one of the top two or three items on the roadmap, though.

2. Is it possible to make an internal KB like in 3.0. We used the hell outta the KB for internal use and I see how to use a plugin to create one but I do not want it to be external.
Here's a KB article addressing this question: http://www.cerberusweb.com/kb/article/21

3. How do i enable the mobile interface. I have the plugin enabled but i do not see where i can create a site like in the others and there is no real good docs on how it works. Do i need to access a specific url? (cerb4/mobile/index.php..etc...) or something like that?
Almost. :-) Once it's enabled, you access it from "cerb4/index.php/mobile".

[trafalger]

Thx for the reply :)

I tried the mobile and while it does bring up the login page it won't let me authenticate. After pressing "Sign On" it just reverts back to the login page. Thats ok I know that one is a work in progress.

The big 2 showstoppers for me are reports and what used to be watchers. I need my guys in the field who have Blackberries to get email notifications when they get a new ticket assigned to them.

I thought about doing some type of RSS feed reader, but I don't know of a Unix command line reader that will read feeds and email when it updates (that seems like a lot of work for that)

But i'm open for suggestions...that's really the only thing keeping me from using it.

[jstanden]

The big 2 showstoppers for me are reports and what used to be watchers. I need my guys in the field who have Blackberries to get email notifications when they get a new ticket assigned to them.

With reports, we're torn on how far we want to take custom reporting in the web GUI. I can definitely see a 'performance report' (showing replies per worker) is useful almost everywhere.

But more complicated custom reports, doing aggregate things which aren't handled through custom workspaces/worklists, are really handled better by directly querying the database with a dedicated report building tools like Jasper/iReport. We'd still provide those report templates, and documentation on the database allowing nearly any kind of report/chart/etc.

As for watchers, I'm about a day from being able to commit that feature to SVN.

Thanks!

[trafalger]

Well how about this...if you could give me a better solution than Crystal Reports i'd be all for that....nothing against crystal it's just that it's expensive and bulky for a small report.

I tried that iReport thing and couldn't make heads or tails of it.

All I want is a report that shows what tickets are closed and the time on them + my custom fields...

[jstanden]

The E-mail Notifications (Watchers) plugin is committed!
http://www.cerb4.com/forums/showthread.php?p=673#post673