when its allow user can move a topic to the helpdesk. This is for me not a nice function.
It is not better to copy a topic to the helpdesk and make a mark in the topic, so user know a copy is in the helpdesk?
I hope my english is ok for understanding.
This would require multiple (quite large) changes to SimpleDesk-TicketTopicMove.php and it's not something we plan to add any time soon, and possibly how every single attachment is handled in SimpleDesk would have to be re-engineered.
I understand but for me its not a good option that user can move any topic to the helpdesk :'( better they copy
It's permission based so only those who are allowed to do so can do so...
its ok, was only an idea to make the next update better :-X
thanks for listening
Oh, I can see some of the rationale behind it, but it wasn't designed for putting the same question in two places; it was designed for keeping the helpdesk tidy if you're getting questions that aren't really for the helpdesk.
But yeah, it should only be displaying to members who actually have permission that you give them to move tickets around.
Arantor, is this really as big a deal as you said it is? Right now you have an option to send a PM to the OP with a link to the ticket.
Hello admin,
Your topic, Created in forum, will move to ticket, has been moved from the forum to the Helpdesk section.
You can find your topic via this link:
http://x/index.php?action=helpdesk;sa=ticket;ticket=13
Thanks
Couldn't the option be to leave the same basic message in the forum in place of the original message?
BTW, the text of that PM seems like it could use cleaning up. Want me to make a ticket?
the best way is not to move the topic. This makes the forum user confused and the thread is - for example - cut. Better is to copy it with a mark in the topic or anything
On the wording of the ticket, yeah it probably could use clean-up. Many of the language strings probably could use a once-over actually.
Why does it confuse members when their topic is moved, when they get notification of it? That's really the point, to notify them. The entire ticket/thread is kept, all replies, everything is kept exactly as it should be when moving them around, including attachments.
I suppose we could throw a MOVED: type topic in its place for forum -> helpdesk. I really don't like the idea in either direction though especially not from the helpdesk back to the forum.
Here's the problem. Creating a new post is fine, it's absolutely trivial (even a MOVED type topic is trivial to create), the problem is attachments. Attachments cannot, and MUST not, be attached to both a ticket and a forum post at the same time otherwise Bad Things can happen (like them subsequently becoming unavailable on a permanent basis later).
When you move them around, the system does all the tracking behind the scenes of it - the attachments system is by far the most complex part of SimpleDesk right now because of all the tracking it has to do to not lose them.
Quote from: Arantor on April 15, 2010, 03:03:04 PM
On the wording of the ticket, yeah it probably could use clean-up. Many of the language strings probably could use a once-over actually.
I'll look into some of that here.
Quote from: Arantor on April 15, 2010, 03:03:04 PM
Why does it confuse members when their topic is moved, when they get notification of it? That's really the point, to notify them. The entire ticket/thread is kept, all replies, everything is kept exactly as it should be when moving them around, including attachments.
I guess for the OP who got the notice it's fine, but other users who may have commented on the thread would not be able to tell if it was deleted or moved. The standard SMF method of a locked MOVED: thread seems like it would be a nice option.
Quote from: Arantor on April 15, 2010, 03:03:04 PM
I suppose we could throw a MOVED: type topic in its place for forum -> helpdesk. I really don't like the idea in either direction though especially not from the helpdesk back to the forum.
Yeah, I can see your hesitation regarding leaving something like that in the helpdesk. Presumably the process would involve closing the ticket, but then that raises the situation where the ticket could be reopened. And should the ticket be "stripped" of its replies when it's moved to the forum? I think yes.
Forum to HD:
Create locked MOVED: thread and literally move the thread to the help desk, lock, stock and barrel.
HD to forum:
Create CLOSED ticket with no replies, pointing towards the forum thread, and literally move the ticket to the forum, including attachments. Make sure that help desk logs have enough info to find who did what.
Quote from: Arantor on April 15, 2010, 03:03:04 PM
Here's the problem. Creating a new post is fine, it's absolutely trivial (even a MOVED type topic is trivial to create), the problem is attachments. Attachments cannot, and MUST not, be attached to both a ticket and a forum post at the same time otherwise Bad Things can happen (like them subsequently becoming unavailable on a permanent basis later).
When you move them around, the system does all the tracking behind the scenes of it - the attachments system is by far the most complex part of SimpleDesk right now because of all the tracking it has to do to not lose them.
I don't think there's any question that the attachments are to be moved. The OP of this particular thread, I think, was just looking to leave a MOVED: thread behind in the forum, to which I think you're amenable. The question that raises though is the opposite direction move, which could just leave a specially crafted CLOSED ticket similar to a MOVED: thread, along with the already optional PM to the OP.
The thing about a CLOSED thread is that while a MOVED topic will still be visible, a CLOSED ticket might not be if users don't have the ability to resolve their own tickets (which, while weird, is entirely possible)
If the user isn't allowed to view the help desk recycle bin, well, that's the admin's decision, and is why the current option of a PM notice is still a viable additional option.
No, not the recycle bin; the closed tickets, but yeah true enough.
I'll see about this tomorrow when I'm in a better mood.
Quote from: Arantor on April 15, 2010, 05:58:19 PM
No, not the recycle bin; the closed tickets, but yeah true enough.
Whoops, my slip up. Closed tickets.
Quote from: Arantor on April 15, 2010, 05:58:19 PM
I'll see about this tomorrow when I'm in a better mood.
Yeah, for a guy who's on vacation you sure do spend lots of time here. :)
You should go think up a bunch of naughty ticket names and send them to yourself. :P
In either case, should the MOVED or CLOSED thread/ticket text be customisable?
In any case part of why I've been resistant to it is that I don't really like the idea of is that if a thread of mine is moved to the helpdesk, that others will have the link to it - even though they won't be able to see it (in many cases)
Example case: a thread moved from SM's Charter boards into the helpdesk, there'd be a MOVED thread behind.
It does to a point spoil the notion of privacy on tickets (IMO one of the best features about a helpdesk is the illusion that you're the only person they're dealing with, even though it's clearly not true)
I dont understand well and the translate machine google make it not better >:(
But I think you think to much about the helpdesk?! The important point is the forum and helpdesk is only there for to help. Not more!.
In a forum many people communicate.... and now "helpdesk" pick a topics and move them away... what is this? the thread of the discussion is gone.. For me ist helpdesk a nice software but this one you cant use.
When this is change in the next update from move to copy.. great
I WILL NOT make it copy instead of move. That is not the point of it.
The point is to get threads where they are supposed to be. If it's something that staff need to deal with, it's not for discussion publicly, generally.
I am OK with putting a topic behind to say where it's moved to, but I WILL NOT add copy instead of move. It will require substantial changes that I am simply not prepared to make.
ok, that is your opinion and I accept this ;)
make a compromise and let the user decide. For example in the adminCP
No... that doesn't solve the problem.
The problem is attachments. I am not rewriting the entire attachments system (and possibly reworking SMF's core) to deal with this. You cannot have a ticket AND a topic that have an attachment.
everything is going..
But its ok. For me we can close this topic. I dont use this. Thanks for listening
I think you'll have to make the executive decision on this one Arantor, like you've been expert at so far. Upon moving a ticket to topic or topic to ticket, it's a given that attachments are moved. So I think it'd be good to consider that no replies are left behind either. Then there's just the question of the audit trail.
For ticket to topic, I'd consider leaving the log entries intact, and give the option of leaving a skeleton of a ticket behind with a link to the topic, in addition to the option to PM the OP.
For topic to ticket, the same basic thing. The OPTION of leaving a closed/locked thread with a pointer, as well as the option of a PM to the OP.
This thread should probably be moved to the suggestions board.
I don't have a major problem with leaving a closed/moved notice behind, however I'm not going to have a full copy option.
I have slight concerns about the wording of such a notice, either as a topic or as a ticket, but leaving behind the full topic, with or without replies, is not going to happen, for the reasons covered before - not only is it extra duplication that isn't necessary, it runs into the issues mentioned before.
I'm happy to *add* a moved/closed notice, but will not add in a full copy option; from what I've understood of the topic, the full copy is what was requested, it will not be added unless someone wants to fork SD and add it themselves (which the licence entirely allows)
I'm sorry that I don't see a suitable compromise that suits everyone here; profdrdenis makes it very clear he needs a copy option, if that's the case, I'd suggest hadesflames' topic permissions mod and keep it all in the forum.