RE: [Phphelpdesk-help] users logging their own calls

[Ray M. <Ra...@st...>]

Well, when the ticket is opened an email is sent to the technician
assigned, the customer, and the user who opened the ticket.
The way that we work ours is we have several technicians that work the
tickets and we have several "customer service reps" that take the calls
and opens the tickets.
You can also create a generic user like techsup and post the addjobs
form on a website to allow customers to open tickets online.
There is also a module that someone else makes to allow you to add
tickets generated by an email to the helpdesk.
It's written in PHP, so the possibilities are endless!!
=20
Ray Miller
=20
-----Original Message-----
From: sfa...@ic... [mailto:sfa...@ic...]

Sent: Wednesday, February 06, 2002 9:23 AM
To: php...@li...
Subject: [Phphelpdesk-help] users logging their own calls
=20

Ray,=20

thanks for that. Now that I know broadly what is going on.=20

is there anyway users can log their own calls?=20

If they use a fairly generic login for the dept/company (like that Sales
one with the sales password as standard).=20

I guess the only problem is that I can't see how to set someone to get
an email alert, to say there is a new unallocated job. Or am I missing
something.=20

regards
Scott Farrell     =20

http://www.icconsulting.com.au
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We offer e-business consulting and perform services. We deliver high
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Ask us about Web Content Management,  Web Self Service, or working
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0412 927 156,   02 9411 3622  mailto:sfa...@ic...=20


=20
"Ray Miller" <Ra...@st...>=20
Sent by: php...@li...=20
06/02/2002 10:20 PM=20
       =20
        To:        <sfa...@ic...>,
<php...@li...>=20
        cc:        =20
        Subject:        RE: [Phphelpdesk-help] contact information

Scott,=20
 =20
Yes, the you have to enter the data every time you enter a ticket, the
users are just for the helpdesk staff.=20
I am currently writing a Company, Location, Contact addition for
helpdesk.  I figure that the end of Feb. I will be finished.=20
My new addition would allow you to add Companies and multiple locations
for each company, and several contacts for each location.=20
I think this will help speed up the ticket addition.=20
 =20
Ray=20
 =20
 =20
-----Original Message-----
From: sfa...@ic... [mailto:sfa...@ic...]

Sent: Wednesday, February 06, 2002 8:32 AM
To: php...@li...
Subject: [Phphelpdesk-help] contact information=20
 =20

<newbie question>=20

I don't understand why it asks for "Contact Information" for every call
that is logged.=20

I have created a user, and put their details in, they log in, click "add
job", and it asks for their details again.=20

Do I create accounts for users, or just help desk staff? If so, do users
in userland have to enter details every time?=20

</newbie question>=20

Scott=20