Helpdesk new feature discussion - comment please.

[GrahamJB]

I have just completed a major upgrade to the Helpdesk module - this is currently available as a patch.

Before I make the next set of changes I want to ensure that they will fit in with what people hope to use it for.

I intent to add a new table, helpdesk_assoc_data with four columns:
related_task_id,
related_help_desk_id,
related_URL,
related_file.
[you would usually only set one of the columns per row].

This will enable you to associate as many of these with a single help desk items as you want, e.g. tasks, other help desk items, URLs, or files [from the files module].

Can anybody think of anything else? -
Is this overkill? -
Comments please.
Can anybody think of a better approach?

[cyberhorse]

if you are going to have only one of them set per row, from puurely database perspective, you would have separate tables for each, but I agree that's probably not very practical.
I think this is a good idea but I get the feeling there is a few more things that can be included (which I can't thing of at the moment).

[dcordes]

I think the correct way of structuring this is a table that has only three fields, help_desk_item_id, relation_type and relation_id. That way, you could extend that list of related items any time you wanted without modifying the database schema.

[nsanders]

I agree with dcordes. One of the fields I'd like to have is Serial Number. What would be nice is a way to add what ever fields you want, as dcordes described it. URL, other ticket, etc, would be nice. I'd also like to be able to add other fields with out having to modify the source code every day :-]

[joacom]

i have one Big missing case 4 you :)

I Would like that the users in my company coult send a mail to ex: helpdesk@job.com and then the help desk app would take the mail and put it in to the tickets!
There could : related_task_id be a good thing in the subject, like: #00001

And replay a mail whit: Youre service nuber is: #00001

And when people wisit the first page on the page they could serch for their service tag, so i can stop get so many phones!!!

(Please fold out the internal comments also on tickets, and mark them with another color :))

JOakim

[Logicology]

Is there anyway to make it so when you open a new ticket, you can only see the company or companies you are a part of (as defined in your profile). I can't have clients looking at other clients. Also, is there a way to include project permissions in the Help Desk? I.E. users should not be able to open tickets they do not have access to. I can't have clients or users seeing what other projects are going on.

Thanks.