README

THIS IS A MIRROR

Main repository with latest version is available at BitBucket

Simple support ticket manager for OctoberCMS written in 2 days by Jakub Zych

Features

• Frontend and Backend ticket creation
• Tickets management
• E-mail notifications

Installation

Plugin requires Rainlab Translate plugin and either Keios ProUser or Rainlab User for user management.

cd /path/to/your/octobercms/plugins
mkdir keios
cd keios
git clone https://github.com/keiosweb/oc-support-plugin.git support
cd support
composer update
cd ../../..
php artisan plugin:refresh keios.support

Configuration

Plugin includes four components - each of them should be put on a page accessible only to registered users. Default views use Twitter Bootstrap classes.

Ticket Form

Ticket Form a ticket creation form. You should put it on a website with user access only.

Ticket List

This is a component that will display all tickets created by user.

Ticket Attach

This component is responsible for frontend file upload requests processing. Put it on a clear page, without layout.

Ticket Status

This component displays ticket, its current status, comments and files and allows to add comments and files.

Component requires page with slug (eg /ticket/:hash). This slug, as well as page created for TicketAttach component, must then be entered into component properties.

Settings

Currently in Settings -> Support Settings there is only one field - Full ticket page address. You should enter there a fully qualified address of your ticket page (for example https://my.company.com/ticket-status/)

Tickets Management

Plugin allows registered clients to create support tickets, attach files to them and add comments. Created ticket appears in the backend as New, unassigned ticket and can be assigned to backend user.

After assignation, ticket changes status to Assigned and can be further modified (by assigning different status, priority or adding comments).

Commenting

Comments can be added by the creator of the ticket or by the backend user. Frontend is using TinyMCE for text editor, further protected from javascript injections by HTMLPurifier. Backend comments section is using october-included Redactor editor.

Mailing

Plugin has a basic mailing possibilities, covered by SupportMailer class. Right now it mails the user after creating ticket and after ticket update.

Statuses, Priorities and Categories

Plugins includes some generic statuses (like New, Assigned, Pending etc) and priorities (like Low, Medium, High) etc. New and Assigned are required statuses for proper plugin functioning. Categories are selectable by customer during ticket creation.

Additional statuses, priorities and categories can be added using Categories, Ticket Statuses and Ticket Priorities backend controllers.

Ticket list can be filtered by priorioty, status and category.

Translations

Plugin includes lang files for English and Polish. Frontend content can be translated by overriding components partials in theme, as they include RainLab Translate twig filters.

TODO

There is still a lot to do, most important points are:

High priority

• Separation of supporters (eg basic permissions allow only to see tickets that are new or assigned to self)
• Adding files from backend and better backend file management
• Tickets account (assigning customer given number of ticket and rejecting those above quota)
• Ticket updates messages in comments section
• Mailing upgrade - different email templates for different update types, mailing full comments content etc

Low priority

• Preparation of default generic OctoberCMS theme
• Internal tickets (where ticket creator is backend user) (?)