My needs part 1

[cjbengtsson]

I was asked to give feedback on the product.
Here are some thoughts (based on Cerberus 2 functionality).

It should be possible to change requester on a case
It should be possible to merge cases in 2 directions
When searching for a case, all key fields should be searchable
All key fields should be possible to use on the frontpage overview and all of these should be sortable by column
Users of the application should be possible to give everything from superuser to full read only
Possible to tailor requesters view from full functionality to read only
Possible for requesters to update each others issue (like 24x7 personal)

...more to come...

[jstanden]

It should be possible to change requester on a case

Display Ticket->Properties

It should be possible to merge cases in 2 directions

Can you clarify? Do you mean into oldest or into newest?

When searching for a case, all key fields should be searchable
All key fields should be possible to use on the frontpage overview and all of these should be sortable by column

What is missing?

Users of the application should be possible to give everything from superuser to full read only

This is a tricky area in Cerb4. You only get the illusion of security by having groups isolate tickets or make them read-only. The absolute best way to do this is use Community Tools or use separate helpdesks for work that absolutely cannot be cross-referenced.

I wouldn't rule out some additional permissions if this becomes a major issue, but it needs to be well understood that anything we do that requires pro-activity on all future changes (such as locking things down in an itemized fashion) is inevitably going to be prone to bugs. With Cerb4 that also extends to third-party plugin development.

I'd highly favor Community Tools for access to tickets in specific groups in a read-only fashion, than hacking up all the functionality in the GUI which is currently trying to be shared webmail.

Possible to tailor requesters view from full functionality to read only

Again, when your needs are this specific, what you really want is a customized Community Tool. That's the point of our Community Tools -- they let you expose a different front-end which is absolutely secure and only capable of doing what you allow.

There is no reason to expect the full interface to degrade properly. We've made it really easy to have alternative interfaces or abstractions.

Possible for requesters to update each others issue (like 24x7 personal)

This _can_ be done in the current Support Center by sharing a login. It would also be possible to allow requesters to see any tickets opened by the same company (once assigned in the Address Book). You'd just need to be incredibly careful someone didn't social engineer their way into being assigned to an organization and gain access to information they shouldn't have.