Plone Ticketing System

Overview of Gadoz Ticketing System Dean Powers Founder, Gadoz Email: [email_address] November 19, 2006

Presentation Goals
Ticketing System Design Goals
Target Market
Primary Features

Ticketing System Design Goals
To Build A Ticketing System that is: Highly Customizable Integrated with Plone CMS Hosted Web Service or Local Server AJAX Enabled UI

Target Market
Complex Ticketing Environments Test Labs that Track Jobs and Samples Environments with Complicated Ticket Workflow Need to Charge Customers based on Fixed or Hourly Rates Need to Account for Staff Time Per Ticket Integration into SalesForce.com

Underlying Technology
Plone Content Management System (2.51)
Zope Application Server (2.10)
Python
Linux, FreeBSD, Windows, OS X
Benefits : Open Source, No Licensing Fees, Non-Proprietary

Primary Ticketing System Features
Per User Email Notification Policies
Public/Private Ticket Comments & Ticket Attachments
Staff Time Records for Each Ticket
Customizable Ticket Workflow
Ticket Sharing with Other Users
Incoming Emails Generate Tickets
Replies to Emails Become Part of Ticket Comments

Extranet Features
Company/Division/User Accounts
Tickets Private To Each User
Users may Share Tickets with other Users
“ Teams” allow groups of users to access tickets

Email Features
Users login with Email Address
System generates automatic emails based on each users email notification policy
Email notification policy can be locked for each user by manager.

Login Features
Login using email address (new feature)
User ID is separate from email address so users can change email and not affect login
Retreive password and reset password feature
System Manager can force “strong” passwords as system option. Requires users to select passwords with both letters and numbers.

Ticket Comment Feature
Staff and users can add comments to tickets
By default, staff comments are internal and not viewable by customers
User comments are viewable to staff
New comments generate emails to staff and users based on their email notification policy
User replies to emails are added to ticket as a comment

Incoming Email
Users can create a ticket simply by sending an email to an address configured by site manager.
Application looks at “from-to” address to select Company/User
Email Subject --->Ticket Title
Email Body --> Ticket Description
Email Attachments--->Ticket Attachments
Benefit to Users: Submit Tickets without logging into Support Site
Benefit to Support Organizations: Turn incoming email into tickets

Automatic Emails
Emails generated by System include Ticket Number, Title, Description
Users/Staff may reply to email and the emailed reply becomes part of Ticket comments
Owners are tickets are automatically subscribed to tickets
Other members of Company may subscribe to tickets for which they have been given access rights

Licensing Model
Hosted Web Application on Gadoz Servers Fixed Monthly Fee + Disk Space or
Installed on your server for one-time cost One-Time License Fee + Monthly Support
Benefits : Begin as Web Application---> Migrate to in-house App

Want to Know More?
[email_address]
Web Site: http://www.gadoz.com/
Chat: Yahoo - [email_address] Jabber - deanpowers@jabber.org AIM - [email_address] ICQ - 339638184
Benefits : Begin as Web Application---> Migrate to in-house App

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Plone Ticketing System

by deanpowers on Nov 19, 2006

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Plone Ticketing System — Presentation Transcript