Looking into upgrading but ...

[casper]

Hi there,
we currently use Version 3.2.1 and I currently looking at Version 4 with the view to upgrading. I've spent about an hour now on a demo that I setup and was wondering if you could answer one 'stupid' question.

In 3.2 there was an optionon the main dashboard to 'Create New Ticket' - from a telephone call for example. I can't seem to find anything like this in 4. Is it there and I can't see it or is this sort of thing done differently in 4?

Many thanks

Michael

[neenach2002]

This is a highly requested feature and should end up being added as a plugin sometime in the future.

[Hildy]

Well, the compose link is fairly close to what you're referring to. We're planning to have a way to generate outgoing email (and a ticket, which is what compose does now) and a way to log a ticket from a phone call that's not an outgoing email. We'd made the same dialog do both jobs in 3.x, but it was a little funky, so we want to help the app clarify the distinction between those two different sorts of actions. It's definitely on the list, though.

[casper]

Yea basically what we would like is

1 - Client calls with a problem
2 - Click 'Create Ticket'
3 - Add the client as either an existing entry in the address book or create a new one.
4 - Enter information on the problem
5 - Enter/assign/queue the ticket
6 - Create ticket - with the option not to send the client an email.

Another nice feature would be the facility to pre-fix the ticket number from a dropdown list
e.g.
company - Prefix Code
Acme - ACM
Cerberus - CER
So when a ticket is created it is given a randomly generated number but allows the agent to prefix it with the company code. Or when the ticket is created by an email a rule can be set to prefix the ticket based on where it comes from.

[jstanden]

Hey casper,

It's pretty certain at this point we'll split up the compose/create screens like you're talking about.

As for custom prefixes, that's easily possible. In Cerb4, ticket masks can be absolutely anything as long as they have some uniqueness to them during generation.

Even if the custom prefix doesn't become an official feature, I can give you a quick patch later on that will let you do it. I'll wait until the proper create form exists for you.

Thanks for the feedback!

[casper]

Hi Jeff,
many thanks for the response. As I've said I'm evaluating Cerb4 with the view to upgrading, but I'm wondering if we decide not to will cerberus still support/update 3.2? If so will this be for much longer?

[jstanden]

Hey there!

We probably won't be doing much new development on the 3.x branch, but we'll likely be officially supporting it for several more months. That includes bugs/security fixes.

[jstanden]

Compose/CreateTicket have been split in Build 560:
http://www.wgmdev.com/jira/browse/CHD-360