Improve documentation [#1128066]

Hi,

Thank you for the very useful module. I have started to explore it and have found it to be great for a ticketing system that I cam trying to create.

But I have a few queries, answers to which can help me understand the project better. I hope someone can help me please.

1. If a ticket is created and is assigned to a user, can any registered user comment on it? I mean is it that the for a ticket created, only assigned users and the submitter can comment on it, or is open for all? Actually I wanted to limit the role of people who can comment on it.

2. I wanted to create ticket system such that tickets can be handled for Quality Issues and Legal Issues. Can I create separate types of data using taxonomy?

3. I do not understand what does 'Client' here means? Is it the assigned user, or the person who is submitting ticket or something else? Please help me understand this.

Looking forward to some guidance in using this module effectively.

Regards

Comments

Comment #1

jeremy commented 15 April 2011 at 12:03

> 1. If a ticket is created and is assigned to a user, can any registered
> user comment on it? I mean is it that the for a ticket created, only
> assigned users and the submitter can comment on it, or is open for
> all? Actually I wanted to limit the role of people who can comment on it.

The support module does not currently support anonymous comments, except somewhat via email if that is integrated. As for who can comment on tickets, this is dependent upon what Drupal permissions you assign the relevant user roles. For an understanding of what is possible, read through the INSTALL.txt that comes with the module.

> 2. I wanted to create ticket system such that tickets can be handled for
> Quality Issues and Legal Issues. Can I create separate types of data
> using taxonomy?

Currently this is done by creating to support clients. You would create 1 client named "Quality issues" and a second named "Legal issues". At this time taxonomy is not used for this.

> 3. I do not understand what does 'Client' here means? Is it the assigned
> user, or the person who is submitting ticket or something else? Please
> help me understand this.

Each client gets a logically unique ticket queue. The term "client" fits my original workflow for this module, but it's confusing in many other workflows. Any number of users can be given access to any number of clients.

Comment #2

merovech commented 26 April 2011 at 13:18

I'm also trying to understand what a client means in the context of this module.

Jeremy, what do you mean "client" fits in with your "original workflow" for this module?

Comment #3

jaspher commented 6 June 2011 at 19:34

+1, same here.. Trying to understand what Jeremy means by client. What I think it means in his workflow is 'type of ticket/end user'.

For us, we have an IT staff of 3 that supports about 250 users. Issues we solve are hardware, OS, networking problems. This is how I use the module:

We have only ONE client: IT.
Authenticated users have access to the IT client.
"Type of ticket" is defined by CCK.
Other CCK fields are used to narrow down to the specific problem (ex. Email client used; OS used).
*I am aware of the Support Fields module, but I use CCK becuase I want to use the Conditional Fields module (choosing UI over funtionality), but I know somewhere down the line I may have to sacrifice this for better control of my tickets.

I've gone over this module many times trying different settings; but for now this is what works.