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#288 Case Tracking Tool
Tiki has the raw materials for a Case Tracking Tool.
This is, perhaps more familiarly known as, a support
call tracking tool.
The idea being that a "case" is created. This could be
a technical support query, a sales lead, a patient
history or what ever. Over time, the details of the
"case" need to be updated. At some point, the "case"
reaches a conclusion and changes state from "open" to
"closed".
Obvious enhancements to this idea are a series of
states, assignment of cases to users or groups, case
attributes (such as priority, service level,
geographical location, date opened and closed etc).
In many scenarios, ordinary users would be able to
create a case with an initial narrative of the case
itself (eg. "My mouse is frozen"). During the life of
the case, another group of users would work on the
issue. In general, they do not need to be able to edit
the initial narrative, but do need to be able to add
"history" to the case. For example "spoke to the user,
have told them to reboot their pc. awaiting a call
back". (These "histories" are functionally much like
Tiki comments!). The case-worker should be able to
adjust attributes, perhaps with notification of this
added as "history".
Lastly, there needs to be a way to view cases by their
state. At least by "open" and "closed". Of course, more
states would be beneficial.
In terms of permissions, it would be ideal if there was
a permission to create cases, and another to view them.
Perhaps another to "view own cases". Then, numerous
edit/add permissions to control how much access case
workers and users get to their case data.
I haven't looked into it too much, but I suspect the
Wokflow facilities due in Tiki 1.7 will also be of
benefit to a case tracking tool (for open/work/close
confirmations).
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user_id=738765
I agree, but you may also consider trackers. What would
trackers need to do that?
The view own cases problem will be adressed (in
PermissionDev) with phpGACL.