We utilize the helpdesk to manage and track new hardware purchases. We used to forward quotes and specifications into the ticket conversation as comments directly from our email clients. These would then be a permanent part of the ticket which works well for us.

We'd like to have some way to attach items to a ticket without using a reply. Our customers don't want to see the whole quote. We send them a summarized version of the quote.

Perhaps an attachments tab that could list any attachments to a ticket?

-Lawrence

That's a good suggestion, Lawrence. I've created a new issue for it at CHD-664 .

Consolidating issues

664 is about allowing attachments on tickets, but it's the same basic concept... allow attachments to be tied to a ticket without being sent to the customer.

For those watching / voting on CHD-664, please switch to CHD-464.

Consolidating issues.

632 dupes 464.

For those watching / voting on CHD-632, please switch to CHD-464.

I can see this as being really useful. You could attach things to a ticket that you want to keep track of. Example in a recent ticket it would have been nice to attach a the data sheet that came from the vendor including licensing info stuff you don't need to send to the customer but you need to keep track of to make setup easier in the end.

Thanks
Robert

I concur!

If possible, can you provide an ETA for this function, as this is the only reason why we have not yet migrated to Cerberus (from Trouble Ticket Express).

Also - would it be possible to import such attachments via IMPEX (XML files) as I am busy writing an export module for Trouble Ticket Express (which I will post on my blog for any and all to use - once completed).

I looked up this request for a customer and he specifically mentioned comments. So I just edited the title and description to include 'comments' (in addition to notes), for easier searching.

Update this thread when completed.
http://www.cerb4.com/forums/showpost.php?p=11572&postcount=83

+1 Virtual vote.
http://www.cerb4.com/forums/showpost.php?p=14062&postcount=2

I will add my comment that we would find this extremely useful for our daily use of Cerberus. This, along with the related http://www.wgmdev.com/jira/browse/CHD-450 (allow attachments on Knowledgebase articles) , are the main two enhancements that we are waiting on before we upgrade our 4.3.1 over to 5.x

postponed for over two years now - but already promised "will be contained in 5.0 for sure". :-(

Implemented in 5.3:
https://github.com/jstanden/cerb5/commit/4a53800e65576730cd337faf9c79ed1239720e3e

ALRIGHT!! YAY!!!!!!!! :-)

Does that mean http://www.wgmdev.com/jira/browse/CHD-450 is also implemented in 5.3 ?!? (please say "yes" :-)