Cerb4 So Far

[ddcSupport]

I was an early adopter, and have tried to stay current with the automated SVN setup from the forums. I'm running it parallel with my 2.7 production, so I get to see the same tickets from both points of view. Thoughts (and some of these may be I just haven't found it yet):

1. I liked the C parser. Had Postfix worked out to automagically handle aliases and interface with the script. I don't know how to use the automated parser.
2. I need Date and Time in at least the created and updated display fields.
3. Would like to see some pre-defined Next Actions and/or custom Statuses available. These would work well via the Bulk Update.
4. I would like to see a Time Worked added to the Ticket reply function and a pretty report (Bar Chart style) of total time worked by Users, Groups and/or Companies. I'll do the billing, just need the fields and reports.
5. I've done the communities/helpdesk from scratch every time I update and I always get a non-descript "A problem occurred." Nothing in Apache or the non-existent Cerberus logs.
6. It responds amazingly well - 16,000 tickets searched on an old 500Mhz w/ 512MB of RAM in just a few seconds.

Keep up the good work.

Robert

[jstanden]

Hey Robert,

Thanks for the feedback! :)

1. You can use anything you want to pipe now. Simply have it dump the mail in /cerb4/storage/mail/new

2. http://www.wgmdev.com/jira/browse/CHD-388

3. There are a couple of suggestions going around this. One of them is bound to work out. ;)

4. http://www.wgmdev.com/jira/browse/CHD-197

5. Try updating from SVN again. We just did a minor patch a short while back to address something similar on another helpdesk. If it doesn't help, post back and we'll dig deeper.

6. Very glad to hear! We've put a lot of work into a clean, minimalistic core; where the plugins do the heavy lifting but aren't always bloating memory. We also make much better use of local caches to reduce redundant DB hits and joins.

Thanks again!

[Hildy]

#2 is done (Date/time as popup on date columns), rev 475 in SVN.

[ddcSupport]

1. I understand, but it's still a batch job and somehow lacks the "real-time" flavor of direct insertion.

2. I think anything within the 24 hour clock should display as time, and then move to date display as in yesterday's date.

3. Fine... how about the "Bounce" option. We use this frequently in 2.7 - a route won't do, I want to read a ticket and have the option to re-introduce it at another location.

4. Any news on "Time Worked" fields/reports?

5. I've deleted the previous community and started fresh. Same error. SuSE 10.2, Apache 2.2.3, PHP 5.2.0+Suhosin, MySQL 5.0.26, Cerb4 RC1-488.

Happy New Year. Robert

[mfogg]

Hey Robert,

1. I understand, but it's still a batch job and somehow lacks the "real-time" flavor of direct insertion.

Yeah, but it can come pretty close depending on how you set the interval.

2. I think anything within the 24 hour clock should display as time, and then move to date display as in yesterday's date.

I agree.
I've created an issue on the project that our team will evaluate.

http://wgmdev.com/jira/browse/CHD-612

3. Fine... how about the "Bounce" option. We use this frequently in 2.7 - a route won't do, I want to read a ticket and have the option to re-introduce it at another location.

To go back to your earlier proposal... We plan on implementing predefined next actions.

http://wgmdev.com/jira/browse/CHD-91

4. Any news on "Time Worked" fields/reports?

Jeff commented on time tracking in a recent blog post at:
http://www.cerb4.com/blog/2008/03/14/progress-report-time-tracking-support-center-translations/

And of course you can still track it at the link Jeff provided earlier in this thread.

5. I've deleted the previous community and started fresh. Same error. SuSE 10.2, Apache 2.2.3, PHP 5.2.0+Suhosin, MySQL 5.0.26, Cerb4 RC1-488.

Are the problems you were having with the community still happening if you update to the latest subversion even now?