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tickets [2023/10/08 19:34] – [Notes] wrongechotickets [2024/08/29 23:18] (current) – [Email Ticketing/Email to Ticket Parsing] wrongecho
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 ==== 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|}}+{{:tickets-listing.png?900|}}
  
   * Client-specific tickets - accessed via a client's view/page   * Client-specific tickets - accessed via a client's view/page
-{{:client-tickets-list.png|}}+{{:client-tickets-list.png?900|}}
  
  
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   * 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)
  
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   * 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+
  
-==== Email Ticketing ==== +  * Schedule future work (specifying onsite/remote) 
-Registered client contacts can create/update tickets via e-mail. + 
-  * Configure at: **Settings > Mail**: +  * Support for Project & Task management 
-    * IMAP Host + 
-    * IMAP Port +  * Watchers / Collaborators to allow others to receive updates 
-    * IMAP Encryption + 
-  * Turn on: **Settings > Ticket > Email-to-ticket parsing** +  * Custom ticket states 
-  * Add a cron job to run email_parser_cron.php every min+ 
 +  * 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 
  
-==== Notes ==== 
-  * Only supports basic authentication (no oAuth) for now - a "nice to have" in the future 
-  * Emails from unregistered contacts without a ticket reference are ignored (unless the from domain matches a domain registered in ITFlow) 
 ==== API ==== ==== API ====
 /api/v1/tickets /api/v1/tickets
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 <code> <code>
  
-Invoke-RestMethod -Uri "http://127.0.0.1/itflow/api/v1/tickets/read.php?api_key=3iVeTipINS9eDGpm&ticket_id=3" | ConvertTo-Json+Invoke-RestMethod -Uri "https://demo.itflow.org/api/v1/tickets/read.php?api_key=YOUR-API-KEY&ticket_id=3" | ConvertTo-Json
 { {
     "success":  "True",     "success":  "True",