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Joined: Mar 2001
Posts: 56
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Joined: Mar 2001
Posts: 56 |
I think the UBB engine is extremely powerful, and extremely scalable. It has stock, built-in functions that would make it an awesome Trouble-Ticketing Software for in-house IT Staff like myself. My group supports 150 PC's and 100 SGI Octanes. Our Trouble-Ticketing system now is pretty lame, and we're looking at buying something off-the-shelf. Most off-the-shelf softwares are going to cost $10,000+, in addition to yearly maintenance.
What I'd like to experiment with is to take a stock UBB and modify it like this:
1) Instead of an inputable Subject Line, UBB needs to auto-generate a sequential number (i.e. the ticket number)
2) It needs to auto-respond to the ticket-puller, that their issue will be looked at asap.
3) Moderators will become the "Technicians", where they can answer the ticket.
4) Ticket needs status: open (default), under investigation, closed, set by the Technician (Moderator).
5) Using current UBB engine, tickets can be moved to a knowledge-base archive for searching.
I talked to Infopop about this in the past, and they said they had something in the works, but in never came to fruition.
Any comments? I'd be really interested in pursuing this further.
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Joined: Jan 2000
Posts: 825
Member / CodeFixer
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Member / CodeFixer
Joined: Jan 2000
Posts: 825 |
That is a really good idea... I remember charles talking about a mod he would like to see like gee why didn't I think of that.
I can't imagine that It would be to difficult to do.
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Joined: Mar 2001
Posts: 56
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Joined: Mar 2001
Posts: 56 |
Still hopeful... any takers? How much would it co$t me to pay someone to do this?
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Joined: Jun 2001
Posts: 216
Member
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Joined: Jun 2001
Posts: 216 |
https://ubbdev.com/ubb/ultimatebb.php?ubb=get_topic;f=30;t=000178 The above hack is heading right in your direction. A trouble ticket system is one of the directions which the software is being created to meet. As the hack stands now, it can be used as a trouble ticket system. However, it may lack the customized feel of a software component built strictly around being a trouble ticket system (lack of a feedback page would mean your members would have to reply via email). Dino, if your looking for a trouble ticket software specifically for your site -- using what i have already done, i could cook it up in about 4 days time. If your interested, contact me at [email protected]
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Joined: Mar 2001
Posts: 56
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Joined: Mar 2001
Posts: 56 |
Yeah, that comes out to about $2000+, depending on your billable rate. For a few grand more, there's off-the-shelf software specifically made for that.
For starters, has anybody just made a hack to eliminate the input for Topic Name, and replace it with a UBB-generated sequential number? That would definitely be a start in the right direction.
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Joined: Mar 2001
Posts: 56
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Joined: Mar 2001
Posts: 56 |
I checked out your link... very nice. I'll take a look at that and see if I can work with it. Thanks for the feedback.
If Infopop rolled something like this out, they would just be increasing their marketshare. I wonder why they're not jumping on something like this?
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Joined: Jan 2000
Posts: 5,073
Admin Emeritus
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Admin Emeritus
Joined: Jan 2000
Posts: 5,073 |
Well, we do have our own ticketing and backend system. We're just not selling it.  There has been some demand for it.
UBB.classic: Love it or hate it, it was mine.
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Joined: Jun 2001
Posts: 216
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Joined: Jun 2001
Posts: 216 |
quote:
Originally posted by Dino:
Yeah, that comes out to about $2000+, depending on your billable rate. For a few grand more, there's off-the-shelf software specifically made for that.
If you toy with the hack, let me know exactly what added features you are looking for, and i'll see if i can add them to the hack.
quote:
For starters, has anybody just made a hack to eliminate the input for Topic Name, and replace it with a UBB-generated sequential number? That would definitely be a start in the right direction.
Well, the topic number could serve as a sequential ticket number (assuming that the topics were never deleted).. It would also be extremely easy to have subjects post in a sequentially numbered order regardless of the topic number.
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Joined: Jan 2000
Posts: 5,073
Admin Emeritus
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Admin Emeritus
Joined: Jan 2000
Posts: 5,073 |
It would be trivial to just not display a topic subject at all, using the topic number instead.
UBB.classic: Love it or hate it, it was mine.
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