Implement process tickets for the customer interface #1020
Replies: 11 comments 7 replies
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We received a pr of dk-ciphron (#990 - thanks, here, too :), which, for now, I merged into the branch issue-#1002-customerprocess_01 to maybe use it as a foundation for further development. Our biggest question would be, if it is necessary to have this separation between normal ticket creation and process-ticket creation. Some further improvements of the UI would also be needed, but it is functional, and probably a good starting point. I can get into more detail at another time, for now I would prefer to gather some opinions first. |
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Using two CustomerTicketMessage and CustomerTicketProcess Interface usually leaves the user confused about opening tickets. If it is centered on a single screen, I think it would be a great idea. |
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I think since there could be many different processes and from different areas it would be a good idea to be able to see them as a tree, the same as the Service Catalog or the Queues where one can see the available proceses listed and expanded based on a prequalification for example Human Resources -> Process 1, Process 2, etc |
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@joserribeiro26 - With the hideshow-functionality the CustomerTicketMessage is already quite modular, we feel, and we already have a package which will be included in the standard, which allows to remove the subject, the main text box, and the attachments from the CustomerTicketMessage. The only real difference I'm aware of, is, that still always an article will be created (and those fields will contain standard values, or a summary of the filled in fields of the CustomerTicketMessage), and you will necessarily have a queue selected. But I'm not so sure, whether there are processes where this is absolutely unwanted (and if, we could also remove the necessity to create an article from CustomerTicketMessage - it seems a bit strange to me, though). It is probably more effort, though, to prepare all of this via ACLs, I agree.
@acorderor - Exactly this would be achieved by letting the customer user select a service, e.g., just in the standard way in the customer ticket message, and then having a generic agent start the process in the background if this specific service was selected, without the customer user having to bother with it. In general it wouldn't be much more effort to support both ways, I guess. Actually in the pr of @dk-ciphron the old "create a new process ticket" is already implemented, anyways. But the question is maybe more, if there should be put effort into expanding this route, like the example of @acorderor, or not. |
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In fact I have many several implementations where the customer itself requests the service via a process ticket, each of the process has its own set of fields to be completed. For that reason my idea of being able to let them choose a path as a tree to be able to fill the right form and avoid the need to having some one re-routing the ticket or asking for additional information. In fact as @joserribeiro26 it gets confusing to have multiple options, but usually my customers prefer to get ride of the standard option and go through the New Process Ticket option as standard, The key is the expandability and the possibility of form customization it offers. Usually customers are not satisfied with the simplicity of the standard new ticket form. |
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Hello,
In fact I didn't put much attention on the function, I always thought it
was only for dynamic Fields not for other fields, but reading again the
description given, it might work. I will give it a try and see what
happens.
Regards
I will double check
El mar, 25 may 2021 a las 2:09, svenoe ***@***.***>)
escribió:
… Acorderor - from your answer I'm not sure whether you are aware of the
inclusion of the HideShow functionality to OTOBO. Please have a look at
https://otobo.de/en/forums/topic/handy-features/#post-8694 (the thread is
German, but the pictures in the example are English) - it is an extremly
simplified example, but it shows the principle.
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Well, that's not our case.. we have many different processes for much
processes, but I will try some ideas and see if we can achieve our goal
based on the Service Catalog and some ACLs.
Best Regards
El mié, 26 may 2021 a las 2:36, svenoe ***@***.***>)
escribió:
… It is only for dynamic fields, but they make up a large part of the forms
for us, and most other fields can be hidden and filled automatically.
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@OlliW opened the issues #1059 for the implementation of a dashboard tile featuring all open process actions for the customer, and #1058 for the implementation of optional subject/text/attachments for the CustomerTicketMessage. For the latter I have a general question: Is it wanted, that process tickets can be opened, which have no article attached? If so, it would be necessary, to also make changes to CustomerTicketZoom which expects at least one article and looks a bit broken, if none exists. (I don't expect the change to be big, but maybe one could also just add a generic "process started" or so, to both title and body, if empty - currently we can auto fill the fields with the service name e.g..) |
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Hello, I had the idea that CustomerTicketProcess Action was already enabled
en latest versions of OTOBO, although I had installed the latest version
and still don't see the option to become Active once enabled a Customer
Process to be launched.
Also tried to manually call it and still does not seem to be working at the
css level.
I would like to know how is that implementation going?
El mié, 7 jul 2021 a las 3:40, OlliW ***@***.***>) escribió:
… yes, think a generic article is reasonable "process started"
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Hello Svenoe, thanks for your answer, thats great, for some reason I
thought it was going to be included in one of the minor releases, but thats
Ok, I'll keep holding on what is there.
Best Regards
El vie, 20 ago 2021 a las 0:10, svenoe ***@***.***>)
escribió:
… Hi acorderor,
our plan is and was to have it included in otobo 10.1 which we will
release in Q4 this year.
Best regards, Sven
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Hey all! To chime in this conversation, we use exclusively CustomerTicketProcess (CustomerTicketMessage is disabled). For our organization that's easier as we can bundle services together and have different fields based on process (tech support might need room and building numbers, general support doesn't). We have multiple internal (agent only) and external (customer only) processes that streamline the way we work, including limiting the available processes depending on the user's OU. We're trying out the otobo migration and to my surprise CustomerTicketProcess exists but is broken. While I understand that having only CustomerTicketMessage might be easier, the ease of form creation from CustomerTicketProcess is king for us as our instalation is massive (106 processes, 401 services) and we're expanding the otrs/otobo installation to other OUs for easier accessibility of services. Is CustomerTicketProcess still planned for 10.1? |
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Since this project is a little larger, and several parties are involved, I propose to use this discussion as the main way to communicate for planning, and I will keep this post up-to-date with our vision on how things should work and look on each screen. I also created a project for this, to be able to better organize the individual tasks related to this (https://github.com/RotherOSS/otobo/projects/2).
CustomerTicketProcess
Should in principle look similar to CustomerTicketMessage. The question is, how the additional information fields can be implemented in a pretty way. Also ACLs should be implemented, together with the HideShow-functionality. This can probably done in e second step, though.
CustomerTicketZoom
We think that the best place for the links to the possible actions would be between the header and the articles, as shown in the red box in the picture below. This is just an example taken from the pr of @dk-ciphron.
An idea here was, to have a possibility to perform simple actions, like "accept" something in a single click, without the detour of CustomerTicketProcess.
CustomerDashboard
There was the suggestion that a tile should be implemented, which collects and shows all open tasks a customer has to do from all open project tickets. We think that this would be very useful.
Open Questions
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