How to configure case tracker to be used as a basic Help Desk system?

  1. user opens a support ticket (select category?)
  2. notification email for admin and user with info about the ticket
  3. tickets are assigned to admin automatically. Do not allow the user to assign tickets
  4. user does not needs to view or select a project. A single project should be used just to track and to answer help desk/support tickets.
  5. user can see tickets status via the user account.
  6. Logged in users are only able to view their own tickets
  7. by default no one (except administrators) should be able to edit tickets and only users who own a ticket or with permission to answer a ticket can comment on it.

I installed the module but I don't see how to make it works for a simple help desk system.

thanks

Comments

deanflory’s picture

deanflory CreditAttribution: deanflory commented
Issue summary: View changes

Did you ever figure out if Case Tracker works for your situation (similar to mine)?

luthien’s picture

luthien CreditAttribution: luthien commented

I tested the system but it was not enough for my needs. Only way to find out is by installing the module and testing the workflow process.

tuthanh’s picture

tuthanh CreditAttribution: tuthanh commented

It is possible to configure the Case Tracker module to work like a help desk system, like you described.

In fact, we have done it on one of our product: http://demo.symphonythemes.com/drupal7/helpdesk

#1, #2, #3, #4 can be done by the Case Tracker module configuration.

#5, #6 can be done by create views to display cases for each roles.

#7 is a simple permission configuration.

metzlerd’s picture

metzlerd CreditAttribution: metzlerd as a volunteer commented
Status: Active » Closed (fixed)

I think this has been answered.

johnv’s picture

johnv
Primary language Dutch
CreditAttribution: johnv commented
Version: 7.x-1.0-alpha1 » 7.x-1.x-dev
Status: Closed (fixed) » Closed (works as designed)

To find this back again more easily.