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tickets [2023/09/14 19:21] – johnnytickets [2024/08/29 23:18] (current) – [Email Ticketing/Email to Ticket Parsing] wrongecho
Line 5: Line 5:
 ==== Views ==== ==== Views ====
  
-There are currently two main views for tickets+There are currently two main views for tickets on the agent side
  
   * All tickets (from all clients)   * All tickets (from all clients)
- +{{:tickets-listing.png?900|}}
-{{:tickets-listing.png|}}+
  
   * Client-specific tickets - accessed via a client's view/page   * Client-specific tickets - accessed via a client's view/page
- +{{:client-tickets-list.png?900|}}
-{{:client-tickets-list.png|}}+
  
  
Line 22: Line 20:
   * Client & Contact   * Client & Contact
   * Priority (low/med/high)   * Priority (low/med/high)
-  * Status (open, working, hold, auto-close, closed)+  * Status (new, open, on-hold, resolved, closed)
   * Related asset (future feature is to allow multiple assets)   * Related asset (future feature is to allow multiple assets)
  
Line 40: Line 38:
   * Merging   * Merging
  
-  * Scheduled tickets +  * Scheduled/Recurring tickets 
-{{:scheduled-tickets-create.png|}}+{{:scheduled-tickets-create.png?500|}}
   * Invoicing   * Invoicing
-{{:tickets-invoice.png|}} +{{:tickets-invoice.png?300|}} 
-  * Auto-close tickets+ 
 +  * Schedule future work (specifying onsite/remote) 
 + 
 +  * Support for Project & Task management 
 + 
 +  * Watchers / Collaborators to allow others to receive updates 
 + 
 +  * Custom ticket states 
 + 
 +  * Resolved state - A ticket is resolved before being closed. Agents and client contacts can re-open resolved tickets for 72 hrs (configurable) before they automatically close.  
 + 
 +  * Closed state - Once a ticket is closed, it cannot be re-opened 
 + 
 +  * Client contacts with the "Technical contact" role are able to see all tickets under their Client  
 + 
 +  * Reporting on tickets per client, time worked, average time to solve 
 + 
 +==== Email Ticketing/Email to Ticket Parsing ==== 
 +  * See [[ticket_email_parse|here]] 
 + 
 +=== Notifications === 
 +  * Client notifications can be configured to be sent on ticket creation & closure //("Send clients general notification emails")// 
 +  * New ticket email notifications can be configured to an email/distribution list, so your team is always aware of new tickets //("Email address to notify when new tickets are raised")// 
 +  * Agents will be notified when assigned a ticket & when their assigned ticket is replied to / updated  
 + 
 +==== API ==== 
 +/api/v1/tickets 
 + 
 +**Read - Retrieve ticket information (/read.php) (GET)** 
 +  * **Default / No params - Returns all tickets** 
 +  * ticket_id - Specific ticket ID from the ITFlow database (may, but usually shouldn't, differ from ticket number) 
 + 
 +<code> 
 + 
 +Invoke-RestMethod -Uri "https://demo.itflow.org/api/v1/tickets/read.php?api_key=YOUR-API-KEY&ticket_id=3" | ConvertTo-Json 
 +{ 
 +    "success":  "True", 
 +    "count":  1, 
 +    "data":  [ 
 +                 { 
 +                     "0":  "3", 
 +                     "ticket_id":  "3", 
 +                     "1":  "TCK-", 
 +                     "ticket_prefix":  "TCK-", 
 +                     "2":  "3", 
 +                     "ticket_number":  "3", 
 +                     "3":  null, 
 +                     "ticket_category":  null, 
 +                     "4":  "Computer broken", 
 +                     "ticket_subject":  "Computer broken", 
 + 
 +[...] 
 + 
 +</code>
  
-==== Email Ticketing ==== 
-Registered client contacts can create/update tickets via e-mail. 
-  * Configure at: Settings > Mail: 
-    * IMAP Host 
-    * IMAP Port 
-    * IMAP Encryption 
-  * Turn on: Settings > Ticket > Email-to-ticket parsing 
-  * Add a cron job to run email_parser_cron.php every few mins