Hi,

Has anyone done a IT Helpdesk plugin before? If not i want to try and make one as i need one and think october will be really good to use for a project like this.

Any recommendations

Thanks

Alex

Anyone got any ideas?

I could make one in my free time if you tell me the specifics. I recently made a plugin for someone who requested here and am interested to find out what plugin you are looking for. Provide some more details and I might consider building it :)

Try to provide as many diagrams (like wireframes) or requirement descriptions as possible.

Hi Mohsin,

That would be great so basically here is what we would want on a helpdesk

• It should have a user and admin page and to break it down a bit more on this
  • Users (These can just view or submit tickets)
  • Admins (Manage Tickets or Submit and also provide reports i.e. Top Client Logger, Open & Closed Tickets)

• Ticket List should have a few columns

  1. Select Box so you can manage multiple tickets
  2. Title/Description to explain the issue
  3. Client if possible a table with clients and also users that work for those clients 3a. So Client A has User A, User B
  4. Owner or Technician that owns that ticket or it can be unassigned for a engineer to pick it up.
  5. Priority so you know if its low, medium or critical so low is new users, medium is blue screen, critical server down
• UI Things would be nice to color code the priority if possible

Calendar function to schedule bookings or holidays etc.. rather than using outlook similar to what is on https://almsaeedstudio.com/preview if you click calendar

i'm currently using mediawiki which i was playing around with the api but don't know if you will pick it up faster i'm just in the newbie phase lol http://www.mediawiki.org/wiki/API:Main_page

but it would be handy to link clients to there wiki page so you can view information.

examples of some helpdesks that may help give an idea http://mods-for-hesk.mkochcs.com/demo/ http://userscape.com/

Any other questions let me know i want to be as helpful as possible.

Last updated 9 years ago

FYI The calendar plugin used on the example above can be found here as I've used it on one of my plugins also :)

Last updated 9 years ago

thats the one :) does look nice don't it

A helpdesk plugin would be really nice!

Hello, I've been busy with regular work so I couldn't get enough free time to work on this. I've started a basic plugin but a lot of features are a bit confusing to me on how to apply it the October way. One way would be to build the entire component as frontend only but I feel that's a bad approach and it works better for frontend only components such as forum, wiki, etc. So instead I'm planning to make use of October's backend for management of Tickets

I've written a very basic plugin here and will gradually update the features suggested in this thread. Also, I will also put an always up-to-date demo of the plugin here. My thanks to everyone for the inputs! Kindly make follow up comments here if you would like to share info that can help improve the plugin that's being built.

Hi Moshin,

Looks really good so far! i've got a few more suggestions that maybe good features, i'm going to have a little play around with the code as well on my computer, i'm still learning everything at the moment so i'm probably going to be slow lol.

Suggestions

• New Tickets should have a Client/Customer section so for example CompanyA has User A,B,C and CompanyB has usera,userb,userc this will mean you can have multiple customers with multiple users and pull reports off for how often they log a ticket
• When you look at a existing ticket it would be handy to have a conservation view so you can see the history of a ticket.
• Merge Tickets i.e. If someone logs a ticket for a similar customer/client it should merge them together
• Priority Field when in a new ticket or existing ticket so either high,medium or low
• HTML Editior for new tickets i.e. http://ckeditor.com/
• Ability to upload documents or files so if a user sends a screenshot of the issue you can link it to this
• Category of ticket so it would be nice to seperate to have say Helpdesk Tickets, Projects etc..
• Reports so you can see who is the best engineer or report based on customer/client and users that log them, i don't know how easy but maybe allow the admin to use SQL to produce the reports i.e. Select * Customers where Ticket = "closed" and we can choose either pie, line etc..
• Option to either send a ticket update via email or just keep it to the helpdesk.

That's all i can think at the moment :) but it's just ideas being thrown out there i've probably said them before - but i do appreciate you doing this!

Feel free to throw as many ideas and suggestions you can think of, just edit your last post and keep adding to it and i'll add as many as I can. It's great that you are learning it as well, we need more good developers for OctoberCMS. In fact should you get good at writing plugin code you could even make PRs to contribute to the repo if you implement some features. I would surely add it should I find the code working well! It's okay that you are slow at it, work has been piling up for me as well and I find less free time but I hope that's going to change soon and I can work on this the coming week.

As for the last statement, you're welcome! I really enjoy making this plugin, it's going to be of good use to me as well! :D

I can also contribute in my free time for this plugin. So, if you guys need help. :)

That will be good im still in early stages of learning php at the moment lol but got to start somewhere :)

I have one. Complete. just needs reworked for RC1. also needs the jobs/email notices reworked.

Are you going to release it, Chad?

yeah release it be handy to have a look at :)

That would be great!

PUSH

Push what lol

Chad do you have the source code to release by any chance would be interesting from a learning perspective

Chad? That would be really great.