Akeeba Ticket System

Monday, 01 February 2016 04:48 CST

user89142

We have set up several tickets for clients as we move from a spreadsheet to Akeeba. We're running into problems with ticket discussions because the clients are unable to edit tickets they haven't created and we are unable to change the userid of existing tickets.

We are providing support to organisations rather than individuals so we need all the client users for a particular organisation to be able to comment on tickets in categories they have access to.

Is there a way of being able to re-assign tickets to different client users? Previous tickets on akeebabackup.com seem to indicate not but this would be extremely useful in this scenario where clients may be changing who is responsible at their end.

Is there an option to allow clients to add-to tickets they did not create? We've currently set up permissions so that clients can Create, Edit, Create Private and Create Attachment. I was looking for a distinction between edit-own and edit-others'.

-David.

Monday, 01 February 2016 07:43 CST

nicholas

What you are describing is a very basic built-in rule to Akeeba Ticket System. The difference between a ticket system and a forum is that in the former only the original poster and approved personnel can reply to a thread whereas in the latter anybody can reply. We do not want ATS to work as a forum so we can't change that rule.

The user ID (created_by) of each ticket can be modified by editing the database directly. That's the only way you can change that piece of information. As you said, I've explained in past tickets why we don't allow you to edit that from the interface.

Is there an option to allow clients to add-to tickets they did not create?

None whatsoever. That would make ATS a forum. Moreover, it would allow anyone to view and reply to anybody else's tickets, including private tickets, therefore making ATS useless. If you need that kind of functionality you should be looking at a forum component such as Kunena.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Monday, 01 February 2016 09:37 CST

user89142

I see what you mean about this making akeeba more of a forum but what I'm after is ticketing functionality able to supporting companies rather than just individuals. So, still with the timer and the ticket status (which forums don't have) but also allowing a group to add-to each other's tickets. A tweak to the ACL for those of us with larger clients.

-David.

Monday, 01 February 2016 10:28 CST

nicholas

As I explained that would be incompatible with a ticket system. In fact, it would require you to create a new user group and view access level per user to implement regular ticket system functionality. That would break after 500 users because of how Joomla! implements permissions editing and server limitations. However, that's what all of our clients expect ATS to do out of the box. So we can't implement a feature which would fit your use case but break ATS for everybody else.

Sorry, but what you are asking for is not simple, it's not a ticket system (it's a cross-breed between a ticket system and a forum) and it's not something ATS was ever designed to support. Had you asked me a pre-sales request I would have told you so upfront and prevented you from buying an ATS subscription. I'm sorry but we can't afford to break our site and everybody else's site to implement a feature only you could use or create a custom product just for you.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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