Add a take or assign link on the table view of tickets
court-jus - July 2, 2009 - 12:47
| Project: | Support Ticketing System |
| Version: | 6.x-1.0 |
| Component: | Code |
| Category: | feature request |
| Priority: | normal |
| Assigned: | court-jus |
| Status: | needs work |
| Issue tags: | assign user, assignment, support, user interface improvements |
Description
When viewing the list of tickets, it would be fine to have a "take" link (if the user can assign tickets to self) or "assign to" form (if the user can assign tickets to others).
With that, users will have the ability to quickly assign new tickets
(patch coming soon)
#1
here is a patch, please comment :-)
#2
I like the idea very much. However, I think the patch needs quite a bit more work. Some feedback:
1) Please don't use tabs in your code, stick with the existing coding style which uses spaces.
2) The drop-down needs to respect the module settings and turn into an autocomplete text field if there are too many users available for assigning the ticket to. Otherwise you're going to end up with a white screen when PHP runs out of memory trying to load thousands of users.
3) Rather than have an "OK" button on each row, it would be better to have one at the bottom of the page (or at the top of the page, or both) so you can update multiple assignments at once, and to offer less clutter to the table. This button should also be named something else, 'Update assignments' or something else that's more descriptive.
4) Your error messages are confusing. I assume the goal of these "locks" is to prevent two people from changing the assignment of the same ticket?
5) I want to know when tickets are changing and who is changing them. If userA adds a comment to ticket1, then adminZ comes along and assigns the ticket to userB, it will look like userA assigned the ticket to userB. There will be no record of adminZ having done anything. I think it would be better to create a comment with a default value when changing the assignment. Actually, much better would be if at the bottom of the page where you'll put the renamed 'OK' button you could also put a textfield allowing the admin to add a message to all modified tickets. It'll also be important to show a "Suppress notification" checkbox as well allowing admins to prevent emails from being sent out when the ticket is updated.
6) When a user is assigned to a ticket, they should also be subscribed to it so that they receive notifications. I believe the changes I describe in #5 will address is automatically.
7) Why not offer drop-downs for the priority and state as well?
#3
wow that is a review
about 7) : just because we didn't need it but... why not
about the rest : that's why I needed review, that's a quick and dirty patch and you ask me to make it a clean one :-) I will try to
#4
bump
#5
I think this is a good idea. Having to edit or post a message to assign a ticket is a bit long winded.
#6
+1 :-D