Missing A few things

[Pella]

Hello, I have been using Cerberus for a few years now and decided to upgrade. I needed a new web server anyways. Upgrade and migration went pretty well, not to many hiccups. It just takes some getting use to it hard to try and do stuff once your used to doing it a certain way. Like the Next Work –v- Flag but I find it much easier to set tickets to people. Any how after playing with the settings and reading thru the forms I found a few things missing and wondering if there in the works for a plug in or not at all?

1. Ticket Resolved/Closed Auto Response: This was a good feature in 3.x and I used it to make sure customers knew I was done working on there case and they would have to contact me if there was still an issue.
2. Creating new tickets within Dashboard o wait My Workspaces. I found this very useful and very surprised it’s not on 4.x. Some times I get a phone call for issues and other times I get people stopping by my office. Being able to log it in using there email from the dashboard was a real plus.
3. LDAP (Active Dir) I was hoping with this new upgrade that there would be some type of standard plug in for this. One less user name and password to maintain for my people would be such a relief, not that walking thru people resetting there password isn’t fun.

Wondering if there is something I am missing or I am just going to have to do with out …

[Hildy]

1) I'm not sure what the specific plans are for having an autoresponse when a ticket is closed, but it should be fairly simple to implement in a plugin if it doesn't make it into the core.

2) This is there... on the main "mail" tab, it's the "compose" link at the top left.

3) http://www.wgmdev.com/jira/browse/CHD-183 LDAP was in early on, but we didn't maintain it as we updated the code. It'll go back in shortly. I've added a link to this thread to the ticket so we can update it when that's resolved.

[jstanden]

Something to keep in mind on #2,

Since this is sending outgoing mail, you'll want to summarize to the client what you talked about on the phone or other medium. This will open a ticket with the recipient as the requester.

There currently isn't an option to suppress the outgoing response, but such things can be added incredibly easily as needed.

Thanks for the feedback!

[Pella]

1. I guess I will wait and hope it gets added


2. Since this is sending outgoing mail, you'll want to summarize to the client what you talked about on the phone or other medium. This will open a ticket with the recipient as the requester.


ok I see how it is now. but in 3.x you were able add the the requester in the from tab as if he or she sent the email them self as I do for about 50 % of the in house staff. That sent it to the unassigned tickets in there name and easily grouped. Now I cant look up the problem by requester if i remember he had that issue.
also not good for Service Priority


Is there a way to enable the from tab?

3.Cool Cant wait. I haven't really set up my new support center page so its cool. Still working on questions I could be asking

[Pella]

Hey, it’s been a few months and been using 4.0 pretty good. But wondering if you have implemented any of the 3 things we talk about before? Or are they even on the drawing board

[Hildy]

"Log message" (the solution to your second request) is in, and has been for a little while now. The LDAP logins and Close-ticket autoresponse will probably be in 4.1, as we're trying to wrap up a final 4.0.