[Tickets #766] NEW: Whups as Helpdesk

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Ticket URL: http://bugs.horde.org/ticket/?id=766
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 Ticket     | 766
 Created By | mbydalek at mobilemini.com
 Summary    | Whups as Helpdesk
 Queue      | Whups
 State      | New
 Priority   | 1. Low
 Type       | Enhancement
 Owners     | 
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mbydalek at mobilemini.com (2004-11-04 08:30) wrote:

The following has been implemented by the patches in the attachment:

* Turba is integrated to keep track of ticket user information.  What I did
was store the Turba ID as the ticket's user_id_requester.  Each time it was
referenced, I just did a getContact (actually a Whups function) to get their
information to display.

* When a ticket is created from a guest point of view, I have them just type
in their userid (which happens to also be their e-mail 'userid at domain.com').
This change could be expanded to be a configuration option to allow an
Admin. to choose how guest tickets are stored.

* The block layout (along with mybugs) has an "Unassigned Tickets" listing
so you can see all the tickets that haven't been picked up yet only from the
queues which you are responsible for.  I also modified it to display extra
information about the ticket specifically relating to the user.

* Added a "Take Ticket" link to make it easier to actually grab a ticket
from the queue.

* Added Whups_Ticket::ticketNumberFormat() to make the tickets a little
easier to read as I created a custom numbering system (BranchID - year -
ticketID).

* The update tab was changed to allow a ticket to go back into the queue if
the person wasn't able to handle it, accidentally grabbed it, etc.

* The update tab actually makes you an owner if you choose "Assigned" - but
it's hardcoded which at the moment I don't like, but it works.

* A purely custom addition was that of using the turba field ['branchid']
throughout random parts of the code.  This is because we have a lot of
branches so this helps us sort out tickets.  Of course this should be
removed for general usage.

* Modified Whups::formatUser() to take the ID given and see if has an
identity and if not, then look it up using Turba to pull their display name
and/or e-mail address.

I'm sure all the changes aren't listed here, but I'll post them if I think
of them.