Introduction
Tickets are a way for customers to leave a formal inquiry, this can be a bug, request or any other comment that needs to be addressed by expert staff in a particular department.
User management
The Tickets module interfaces with the Administration Framework's Users module. The Administration centre includes a User's *CRUD system, which has a user type drop-down menu.
These options are set up based on the site being viewed, so it is not dependent on the module itself. For example, at the time of writing the one client site has 3 user types set up: Admin, Coach and Student.
When creating a new user, the administration centre needs to select a user_type IF (and only if) he wants a set of predefined options to be automatically generated for this user. Otherwise this menu can be left blank.
See the Users module for information on how to create users.
- CRUD - Create, read, update and delete
Todo
- Fix "I am testing phpsupportticket 2.2. When I login like a client user, I can see all the other user tickets simply changing the ticket id in the address bar of explorer."
- I've been having a problem with the ticket id, it started with ticket 5 and 15 and has continued. when ticket 5 and 15 are open at the same time when you click on ticket 5 it opens 15, this has happened with 6 and 16, 9 and 19, and the most recent 51 and 151. Is there a fix for this, because I don't have the time to look through the code myself and find and fix the problem. I've been just going into the database and renaming the older ticket to a newer number.
Test Plan
The following test plan is used to verify that all systems within Tickets are functioning correctly, and should be performed after every major update to the code, and every installation. To start the tests an Admin user must already be created, create this within the database.
- User Management
- Create a new Client
- Create a new Moderator
- Create a new Admin
- Browse users
- View paginated list of users
- Sort by columns
- Search by name
- View details by clicking on ID
- View department by clicking on it
- View tickets by clicking on them
- Edit user details
- Change details
- View paginated list of tickets
- View ticket by clicking row
- Departments Management
- Create a new department
- Browse Departments
- View paginated list of departments
- Sort by all columns
- Suspend/Activate using button
- View department by clicking ID
- Search departments by name
- Edit Department
- Change name, description and status
- Paginated list of tickets
- Click row to view ticket
- Sort by column
- Paginated list of moderators under that department
- Click on row to view user details
- Sort on columns
- Settings
- Change settings
- Timezone offsets works correctly
- Datetime format works correctly
- Tickets
- Create ticket
- Ticket gets assigned to chosen department
- Ticket receives correct urgency level
- Attachment is saved correctly
- Email is sent, if option is set
- User re-directed to ticket details if successful
- Reloading the page doesn't re-submit the ticket
- Edit ticket / Post Answer
- Display correct ticket details
- Change urgency level
- Save attachment correctly
- Displays list of answers, with correct dates, submitters and attachments
- Close/Open ticket
- Browse tickets
- View paginated list of Open/Closed tickets
- Click ID or subject to edit ticket
- Sort by any column
- Click a row to select it
- Open/Close all selected rows using DD and button
- Search tickets by subject and body
- Highlight time if within recent ticket interval (see settings)
- Sort time by latest edited ticket (latest answer)
External Links
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Modules
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