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RE: [Phpgroupware-users] tts question

From: dr.ahab
Subject: RE: [Phpgroupware-users] tts question
Date: Tue, 26 Aug 2003 23:22:06 +0200

Hi Brian,

I am planning on using the sys mainly for doing a bit of project planing and
as a helpdesk system for use with 1. + 2. level phone-support. The call
center consists of experts that assist customer's with there problems using
my employers product (software). These supporters work in time (and on the
same premises) with the developers and either try to solve problems immy or
hand them on to the appropriate developer and follow up that a solution is

I had a look at infolog and projects (only) but decided that tts suits my
needs better, given that I could associate a ticket with a given project.
The plan is then to create (support-)projects for all given customers
(possible as this is a product targeted at a small, highly specialized
market), thus enabling me to produce reports for calls per customer, mean
response time and other stats I need to improve our service.

Since posting to the list I have done some work on the sources and have
nearly finished those amendmends needed to cover my requirements. My code is
propably not really good as this is my first time with php ever, but it
works ;)

Regards, Jan

> -----Original Message-----
> From: address@hidden
> [mailto:address@hidden Behalf Of
> Brian Johnson
> Sent: Monday, August 25, 2003 10:52 PM
> To: address@hidden
> Subject: Re: [Phpgroupware-users] tts question
> I don't think anyone has done that
> One question that comes to mind is "What function/features do you
> hope to add?"
> tts allows you to categorize tickets.  Do you also want to assign
> staff time to
> those tickets?
> do they need to be tickets or would todos work (infolog and
> projects work together
> for instance)
> A better explanation of your goals might help us direct you to a solution
> dr.ahab (address@hidden) wrote:
> >
> >hi list,
> >
> >beeing new to this list and phpgw as well i wanted to say thanks to those
> >out there working on the project! my first install works quite
> well and i am
> >in the process of customizing those bits and pieces that i mostly need.
> >
> >that is were my question comes in, i want to use the tts app in
> combination
> >with projects. e.g. i would need to associate every ticket with
> a project.
> >before i go through doing that on my own, i thought i would ask
> here whether
> >someone has allready done something similar.
> >
> >any comments welcome!
> >
> >cheers, jan
> >
> >
> >
> >_______________________________________________
> >Phpgroupware-users mailing list
> >address@hidden
> >
> >
> --
> Brian Johnson
> * This is where my witty signature line would be if I bothered to
> edit this line :) *
> _______________________________________________
> Phpgroupware-users mailing list
> address@hidden

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