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jack arnold

jack arnold

15 August 2017, 16:12

presales question

hello. we are a homeowners' association considering using support portal for generating facilities problem reports. the reports would target issues such as road repair needs, playground equipment breakage, missing signs, etc.  the form we currently use has no tracking, feedback or archiving capabilities. it is here
http://eldoradosf.org/resident-resources/forms-a-applications/facilities-problem-report.html

we would ideally like to be able to accomplish the following, and wonder if support portal would work.

1. Submission of form on web site
2. Archival of form in data base; would probably want to have the app. assign some type of ID, perhaps prefixed by location of problem so the data base could be searched at a later date for all problem tickets relating to that location.
3. Distribution of copies electronically to:
1. General Manager (GM)
2. Secretary of F&G (Facilities and Grounds Committee)or entire F&G membership (if only to Secretary, that person can forward to the committee members)
3. Entry onto a log (of open problem tickets)- - this could be a file that would feed the GM Update, where the GM could update status as work progresses
4. System acknowledgement to the submitter that the ticket was received and queued for attention.
5. System sends final note to submitter that the problem was resolved; this would be triggered by staff putting a "Complete" status in the Log/Data Base.
6. Log at the end of each month is fed to the GM Update.



Many thanks to anyone willing to respond!
Link showing problem http://eldoradosf.org/resident-resources/forms-a-applications/facilities-problem-report.html
Joomla Version 3.7.4
Freestyle Version none
Harry Shaw

Harry Shaw

15 August 2017, 19:19

Re: presales question

Hello,

Sorry for any confusion here, we have replied  the ticket you opened with us a few days ago (it seems you may have not seen this?). I will reply to this ticket and also send you an email to inform you of this!

1. Yes, this is possible.
2. This form is archived on your site and in the database, each ticket opened is linked to the user that opened it.
3. In the settings of our component you can assign handlers/admins to tickets (in this case the GM and Secretary of F&G) by declaring their usernames. These users can then add other users to the ticket if needed.
3. You will be able to view all tickets in the ticket overview, these are separated by status (open, closed, awaiting user etc... you can also add your own status' to tailor them to your needs).
4, 5. You can set up our system to send emails to the user who opened the ticket, more emails can be sent when the status is changed in the ticket overview.
6. We'e unsure what you mean here, can you please elaborate?

If you have any more questions please let us know!

Thanks 

Harry Shaw
Freestyle Joomla
jack arnold

jack arnold

15 August 2017, 20:29

Re: Audit Message

Thank you so much, Harry. this is exactly what we needed to hear. sorry, but i did not receive an email for my previous posting. and i didn't copy my login, figuring that it would come in my email! so i recreated the ticket. 
thanks again!
jack arnold
webmaster
eldoradosf.org
jack arnold

jack arnold

15 August 2017, 20:31

Re: Audit Message

to clarify, # 6 means that the software will email a monthly summary to the general manager. but if she is already receiving every ticket, then maybe she can organize her emailed tickets as she wishes.
jack arnold

jack arnold

15 August 2017, 21:52

Re: Audit Message

some additional questions from our GM

3-1- Does the routing of incoming tickets get defined once globally, or is this necessary for all new tickets. The latter would not be desirable.
3-2 Who gets to view all the tickets in the "ticket overview"...just the original "owners" or those whose user id is added by the GM or F&G Secretary?
3-2 What are the differences, if any, between the full ticket record and the ticket "overview"?

Regarding feeding the GM update, I would hope the software could automatically feed the GM Update, if the key info can be extracted....in my mind the key info would be:
• Problem description
• Date Submitted
• Latest Status
• Date closed.
What type of reporting capabilities, if any, does the package have? I think Isabel and/or F&G would want to eventually extract data for problems that have multiple tickets on them over time to determine if further analysis is needed.
Harry Shaw

Harry Shaw

17 August 2017, 09:33

Re: presales question

Hello,

3-1, again we're unsure what you mean here sorry. Can you please explain further?

3-2, This can be customized to suit your needs, you can allow certain user groups or just single users to see all tickets. In terms of a users individual tickets, they will be able to see this along with the admins assigned to the ticket and/or any super users you have.

3-3, The ticket overview just displays the basic information about the ticket (not the actual message/problem) in a table layout. When ticket is clicked on here the full form for that ticket is loaded with all he information/functionality.

6, Unfortunately our system does not have this functionality.

Regarding the reporting capabilities, our component has an in built reports section that covers a wide range of areas. (I will attach a screenshot of this for you to take a look at).

Thanks

Harry Shaw
Freestyle Joomla

Reports.JPG

90.73 KB
jack arnold

jack arnold

05 September 2017, 14:09

Re: Audit Message

Further question about the capability:  Our General Manager wants to receive monthly summaries of all open tickets, possibly sent to a google doc. i know that freestyle does not do this, but i wonder if it can interface with something that does, or if we could pay you to customize the program.?
Harry Shaw

Harry Shaw

05 September 2017, 17:29

Re: presales question

Hi Jack,

We did reply to your question regarding this, we are unsure why you are not recieving any notifications for this. I will paste the reply below.

Sorry for the delay on this reply, we are currently on holiday and have limited access.



I have spoken to our senior developer and unfortunately this is not something we can implement as we just do not have the time and/or resources available to do so.



Sorry for any inconvenience this may cause.



Harry Shaw
Freestyle Joomla
jack arnold

jack arnold

11 September 2017, 21:35

Re: Audit Message

Thanks, Harry
Thinking it would probably be pretty simple to set up a script to run a monthly cron job to send a csv file summary of all open tickets. Just a matter of a db query, yes? I could probably put it out on a joomla forum and see if anyone is interested in doing it. (a bit beyond my capabilities, unfortunately)
-jack
Harry Shaw

Harry Shaw

13 September 2017, 11:46

Re: presales question

Hello,

I have spoken to our senior developer about this, he confirmed that it would be possible through a DB query but would be quite difficult.

Thanks

Harry Shaw
Freestyle Joomla
jack arnold

jack arnold

15 September 2017, 15:50

Re: Audit Message

Many thanks for your continued help with my questions. Software customizing is never as easy as one first thinks! I will relay your responses to my team.
-jack
jack arnold

jack arnold

18 September 2017, 14:15

Re: Audit Message

How about if I manually created the summary of open tickets each month, say an .xlsx file or similar, and just mailed it to the gm? i assume that the software creates reports of open tickets. couldn't i just extract from those?
Harry Shaw

Harry Shaw

21 September 2017, 16:08

Re: presales question

Hello Jack,

I'm a bit unsure what you mean here can you please explain further?

Thanks

Harry Shaw
Freestyle Joomla

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