History | Log In     View a printable version of the current page. Get help!  
Issue Details [XML]

Key: CHD-1336
Type: New Feature New Feature
Status: Open Open
Assignee: Unassigned
Reporter: Joe Geck
Votes: 1
Watchers: 0
Operations

Clone this issue
If you were logged in you would be able to see more operations.
Cerberus Helpdesk

[Plugins] "ticket accounting" system for capping the number of tickets a client can submit

Created: 24/Jul/09 01:33 PM   Updated: 02/Aug/09 01:58 PM
Fix Version/s: We Have the Technology

Original Estimate: Unknown Remaining Estimate: Unknown Time Spent: Unknown

Value: 3 - Would Be Nice
Marquee: Custom Fields


 Description   
Summary:
I talked to the reporter in Town Hall after he e-mailed our live desk and got some additional details, which I'll bullet-point below after quoting him.

(quote)
What I mean by this is that customers can opre purchase a number of tickets. That number say 20 tickets can be entered into the Company/Contact account. Everytime a ticket is lodged by that individual or someone from the organisation the number of available tickets would reduce.

When the number of available tickets was reduced to say 5 a new ticket should be autogenerated advising the help desk and the client that they should consider buying more tickets.
(end quote)

* The money part of it would be separated. All we need is a way to "evaluate" clients who have exceeded their quota.

* As stated once a customer closes in on their cap, they should be sent auto-responses. (Moving the ticket into a "holding" group with auto-responses would take care of that.)

* The cap isn't a "lock and gate" mechanism. So a client who sends in the 21st ticket isn't bounced. Instead they're tickets go into a "free" support group while active clients go to the "paid" priority group.

* Ideally Cerb4 automates the entire process by calculating the number of tickets left for each client. Thus a worker doesn't need to go and bulk update an overdue list to change their priority.

 All   Comments   Work Log   Change History      Sort Order:
Comment by Joe Geck [24/Jul/09 02:11 PM]
As I told the reporter, this seems like a long shot to me but something I would file for future reference. When I talked to him, I tried very hard to come up with a current solution by focusing on the "toolkit" mentality and trying to piece together different components to "simulate" the system. After racking my brain a bit, I concluded it's not possible to automate his ideas, as any workaround I could think of would require worker intervention at some point and also be very complicated.

As I pointed out to him....
In my opinion the framework is there with the number custom fields, mail routing to separate "free" from "paid", and personal workspaces to show the overdue clients. Unfortunately I think we're missing some key building blocks that would better interface the three components so they could talk to each other. There a lot of natural gaps that we can't fill depending on how you envision the workflow, two examples we can't account for.

1) There's no way to "reduce" some kind of counter for each ticket that comes in.

2) Our address fields don't communicate with the ticket fields custom fields. So even if we had an 'address' ticket counter (presumably an incremental number field), you can't adjust that based on mail routing rules. Or determine when the address field is zero, have a mail rule (post) evaluate that it is (< 0) and move any future tickets to the "free" group.

Comment by Jeff Standen [WGM] [24/Jul/09 07:27 PM]
This will probably never happen as core functionality, but the toolkit should be able to take care of it.

For number custom fields I've considered having an operator for increment + decrement. So you'd be able to make a custom field on Organizations or Addresses with the number of tickets they're allowed to make. A Pre-Parser filter could confirm there was an available allotment left before accepting a ticket for delivery. There could be a Scheduled Task to refill the allotment if it was renewed on a monthly/yearly basis (or Billing could do it manually on payment).