Organizations, Contacts, and a few others

[alamb]

I am not sure if I have missed something but other than deleting the records from the database I have found no way to remove Organizations or Addresses. Also it seems that the only way to add a contact is either receive an email, have them register through a Support Community, or import via CVS.

This causes an issue (Spawned from another post). If one does get a phone call and needs to create a ticket there is no way for a tech to create the contact unless he/she composes one outgoing to the user. I think being able to make tickets as/for the user is very important to stream line the support process.

All of this stemmed from me receiving a request directly in a email that needed to become a ticket. After fumbling around for a while I found out I couldn't import that request and make a ticket for this user. I could forward the ticket to cerberus but no way of changing the from address to make it work since the user was not in the address book. I also don't think that it would go over very well, me asking the user to resend his message to support@ because I couldn't generate a ticket for him.

The only other thing I have to say is I think Admins should have the ability to set the workers notifications with out logging in as the worker.


Aaron

[jstanden]

Hi Aaron!

Adding a contact pro-actively has come up a few times. I made sure it was on the roadmap:
http://www.wgmdev.com/jira/browse/CHD-364

That's a pretty quick thing to do. We've tried to not consider ourselves the central repository of people's contact info, but during the beta that was pushed to an extreme. ;)

The only other thing I have to say is I think Admins should have the ability to set the workers notifications with out logging in as the worker.

That comes up quite often too. I couldn't find an open task for the request, so I added another one:
http://www.wgmdev.com/jira/browse/CHD-365

Notifications are contributed by a plugin, so it'll be a bit more delicate than simply hard-coding notification editing for other users. We can possibly allow an admin to see the entire 'preferences' area for any user.

[connexeon]

We've tried to not consider ourselves the central repository of people's contact info, but during the beta that was pushed to an extreme. ;)


In the past we just created companies with linked addresses when needed (for example only when an SLA was relevant).

You assumed correctly that you should not consider yourselves as the central repository ;) but then again, contact info changes all the time. However I don't see us updating the contact info regularly by CSV or any other means if we can't automate it.

Something like a scheduled CSV import sounds very useful to me and easy to implement since all the functionality is there (schedules, CSV import). To bypass the field mappings you could enforce a fixed structure for automated imports.

Just a suggestion ;)

Regards,
Hannes Van de Vel

[jstanden]

Something like a scheduled CSV import sounds very useful to me and easy to implement since all the functionality is there (schedules, CSV import). To bypass the field mappings you could enforce a fixed structure for automated imports.

I agree completely! All the pieces are there already, and syncing with any source (LDAP, Salesforce, billing, etc.) is easy.

The fixed structure should just be XML.

[alamb]

I noticed still there is no way to delete contacts unless you edit the database. I also think if you mark a ticket as spam and delete it is should also remove the associated contact with it.

[Pancho]

I noticed still there is no way to delete contacts unless you edit the database. I also think if you mark a ticket as spam and delete it is should also remove the associated contact with it.

... and the attachments too, please,please :)

[Hildy]

I noticed still there is no way to delete contacts unless you edit the database. I also think if you mark a ticket as spam and delete it is should also remove the associated contact with it.
Jeff opened an issue for this one: http://www.wgmdev.com/jira/browse/CHD-146 It's not the exact solution you're proposing, but it does the same basic thing (and would probably be run as part of regular maintenance).

[Hildy]

... and the attachments too, please,please :)
I've noted your request on the referenced bug. :-)

[jstanden]

Yeah, it annoys me seeing 200,000+ contacts with 0 tickets on our end too. I'll definitely add something to clean this up. ;)

[todd999]

for us Cerb IS the central repository of people's contact info

We have Vendor info for the sales team
Customer info
even office services like the phone repair guy...

If cerb auto adds ALL email senders to the addressbook it will be very hard to use. We need a way to keep it clean and organized by category

We would like to be able to continue to use cerb as the first place to look for all info
(Even our employee guide is in the KB)

The new Address book worries us....

with the current fast pace of dev I still hope to be able to upgrade in January...

[jstanden]

Hey Todd,

Currently it's pretty easy to filter out addresses that don't have a name or organization associated with them.

We're definitely considering tags/labels for contact organization. This Address Book is still in need of some Cerb4 development love.

All ideas are welcome!