Troubletickets¶

Table of Contents¶

Troubletickets 1

Introduction 1

Features 1

Screenshots 2

Installation 4

Quickstart 4

Configuration 6

Customization and Styling 6

Backend module 7

API 7

jQuery / jQueryUI 7

Known problems 7

Planned features 7

Commercial support 7

Changelog 8

Introduction¶

Manage your troubletickets, tasks or todo-lists or use the extension as a bugtracker, helpdesk or project management tool. Assign tickets to users, define observers, receive email notifications and group tickets into categories and projects. Comes with a modern layout and full documentation and is easy to install.

The extension is very flexible. The configuration is completely done by change the HTML template, the CSS definitions and typoscript. For example, you may create a template where a user sees only very few fields (for example “title” and “description”), so that he does not get confused by too many options. This is useful if you want to use the extension as a helpdesk tool where users should be able to create new tickets without any further knowledge af the extension or it's behavior. On the other hand it's powerful enough to serve as a project management tool.

This extension depends on logged in frontend users, therefore you will have to log in in the frontend in order to use the extension.

Needs PHP 5.3 now since version 1.5.

Features¶

• Tickets can have owners, responsible users and observers.
• Role concept: Creating a ticket defines you as the owner, tickets have to be assigned to responsible users and may be observerd by observers.
• Each ticket has a title, status, category, billing type, priority, a responsible users, to do until-date, planned from-date, fields for planned and actual time effort, general effort, description, internal additional information.
• Files can be attached to tickets.
• Tickets can be commented.
• A history of each ticket is shown in the frontend.
• Notifications emails are sent on changes.
• CSV export in the frontend is build in.
• Access control: Only owners, responsible users and observers may see and edit a ticket. Additionally one ore ticket administrators can be defined which have access to all tickets in the frontend.
• Internal fields: Some fields are only visible for “internal users”: planned from-date, planned time effort, actual time effort, additional information. This concept is useful for companies who want to use the extension as a helpdesk or project management tool and want to keep track of planned and actual efforts. Furthermore the “planned from”-date helps you to organize your work and you can internally comment tickets using the internal “additional information” field.
• A backend module provides the administrator with a overview and statistical analysis of all tickets.
• Ajax-driven, sortable ToDo-Lists can be created in tickets, this is useful for splitting large tickets into a clear structure
• A progress bar shows the ticket status; the progress is calculated by the ToDo entries

Screenshots¶

Installation¶

Use the Extension Manager to import ke_troubletickets from the TYPO3 Extension Repository and install it.

Include the “static template” of the extension in your main template (Edit template → “Click here to edit whole template record” → “Include static (from extension)”.

Protect your files with naw_securedl

You should consider using the extension “naw_securedl” to protect your file attachments from unauthorized access!

Date2cal and Datepicker

In order to use the date2cal-datepicker in the frontend, you will have to install date2cal 7.3.0 or greater. If you don't install date2cal, you'll get an alternative datepicker. It's recommended to install date2cal.

Quickstart¶

Create a page for the Troubletickets plugin. If you want, you can create a sysfolder for the tickets and categories etc. You may also use the same page you put the plugin on. If you have different customers / projects etc. it's recommended to use the same page for the plugin and the troubletickets data.

You will have to log in in order to use the extension, therefore you will need a sysfolder with at least one usergroup and one ore more frontend users and a page with the “Login”-extension (which comes with TYPO3).

You will need at least one category. Open the “Troubletickets” sysfolder (or whatever page you store your data on) and create one ore more troubleticket categories. Select the “Troubletickets” page you created as the “Page for Singleview”.

Open the Troubletickets page and insert the “Trouble Ticket System” Plugin.

Open the plugin and configure it. Use the sysfolder you created as the “starting point”. In the first tab (“General settings”) check the option “Use all categories ...”.

In the second tab, select a user group for “Responsible users” and “Observers”. You may want to select also one or more ticket administrators (these users see all the tickets, not only the ones they are assigned to, e.g. the project manager) and one or more internal users (these users are allowed to see and edit special “internal fields” each ticket has, e.g. „time used“).

That's all. You may now use Troubletickets in the frontend of your website.

FAQ

Who is the owner?

The user who creates a ticket is automatically the owner.

You can define that the owner is selectable in the frontend. Have a look at the typoscript configuration „formFieldList.5“.

Who will get notifications?

Emails are sent to owners, responsible users and observers whenever a ticket has been changed.

Every user will get notifications only if the didn't make the change by himself. You can activate emails beeing sent to the editing user himself by

plugin.tx_ketroubletickets_pi1.sendNotificationsToSelf = 1

By default a notification will be send on every change. You can change the flexform options in order to send notifications

• on every change
• only on status change
• never
• Let the user decide that per ticket in the frontend.
• defined by typoscript. Have a look at the typoscript configuration „email_notifications“.

Configuration¶

Please have a look at pi1/static/setup.txt in the extension folder. The typoscript setup is well documented.

Customization and Styling¶

Please have a look at the res/ folder in the extension folder. You will find CSS, HTML and image files there. To modify them, copy them to your fileadmin/ folder and point the appropriate typoscript settings to the new files.

Backend module¶

After installing the extension, you will find a new backend module (“Web” → “Troubletickets”). You may use it to get an overview of all tickets, tickets a certain user is responsibe for, all open tickets etc. (see “Screenshots”).

API¶

Yet, only a very basic API is implemented. You may get the data of a ticket, check for permissions (does the currently logged in user have permissions to view / edit a ticket) and link to a ticket.

Here's an example which should get you started:

// example: creating a link to a ticket using ke_troubletickets api// and taking troubletickets permission into account

$ticketUid = 123;if (t3lib_extMgm::isLoaded('ke_troubletickets')) {r equire_once(t3lib_extMgm::extPath('ke_troubletickets').'lib/class.t x_ketroubletickets_lib.php');$this->troubleticketsLib = t3lib_div::makeInstance('tx_ketroubletickets_lib');$ticketData = $this->troubleticketsLib->getTicketData($ticketUid);if ($this->trouble ticketsLib->checkPermissionForTicket($ticketData['uid'])) {$url = $this->troubleticketsLib->getLinkToTicket_URL($ticketData);$content .= '<a href="' . $url . '">' . $ticketData['title'] . '</a>';} else {$content = 'No permission.';}}

jQuery / jQueryUI¶

The jQuery and the jQueryUI framework is included into the form view by default. These frameworks are needed for the ToDo-List feature. If you don't want them to be included you can disable it by the following TYPOScript Settings:

plugin.tx_ketroubletickets_pi1.includeJQuery = 0

plugin.tx_ketroubletickets_pi1.includeJQueryUI = 0

Known problems¶

• Layout problems have been reported when the Doctype is not “XHTML 1.0 Transitional” but “HTML 4.01”.
• Problems with extension “perfectlightbox” have been reported.
• With TYPO3 6.0 Beta2 the extension manager does not create the upload folder. You'll have to create the directory uploads/tx_ketroubletickets by yourself.

Please use the bugtracker on forge.typo3.org:

http://forge.typo3.org/projects/show/extension-ke_troubletickets

Planned features¶

• Open and edit tickets by sending an email.
• Send cronjob based notifications for tickets which have become overdue.

Commercial support¶

Commercial support is available. Please have a look at www.keworks.de .

There's also a premium version with ajax basad relations, iCal-Export and time recording.

Changelog¶

Please see „ChangeLog“ file in extension folder.

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