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tickets [2024/08/29 22:57] – Clarify resolved/closed process 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)
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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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 {{:tickets-invoice.png?300|}} {{:tickets-invoice.png?300|}}
  
-  * Resolved - A ticket is resolved before being closed. Agents and client contacts can re-open resolved tickets for 72 hrs (configurable) before they automatically close. +  * Schedule future work (specifying onsite/remote)
  
-  * Close - Once a ticket is closed, it cannot be re-opened+  * Support for Project & Task management
  
-==== Email Ticketing ==== +  * Watchers / Collaborators to allow others to receive updates 
-Registered client contacts can create/update tickets via e-mail. + 
-  * Configure at: **Settings > Mail**: +  * Custom ticket states 
-    * IMAP Host, Port, Encryption + 
-    * Ticket from email/name +  * 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.  
-  * Turn on: **Settings > Ticket > Email-to-ticket parsing** + 
-  * Add a cron job to run email_parser_cron.php every min+  * 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 === === Notifications ===
   * Client notifications can be configured to be sent on ticket creation & closure //("Send clients general notification emails")//   * 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 a email/distribution list, so your team is always aware of new tickets //("Email address to notify when new tickets are raised")// +  * 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")// 
-  * IN PROGRESS: Agents will be notified when assigned a ticket & when their assigned ticket is replied to / updated+  * 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