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[SimpleDesk version:]

   SimpleDesk version: SimpleDesk 1.0 Felidae
   SMF version: SMF 2.0 RC3
   
   

What size is the avatar?

Posted from my iPhone.

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.

Arantor... too fast for me! 

It's been under discussion in the site bug tracker, though a couple of people actually are on hiatus, and so it may not be fixed as quickly as usual. 

It appears to be that whichever badge the first person in a group has, that's the badge used for the group.

No, not the recycle bin; the closed tickets, but yeah true enough.

Whoops, my slip up.  Closed tickets.

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.   

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.

Thanks for the tip.  It's been posted to our tracker and should be updated soon.

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.

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.

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.

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.

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.

Code Select Expand

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?

Well, I'm all for putting a front page the admin can customise (and use SP or whatever to override it should it be necessary to do so)

SP wouldn't override anything.  But it can place top/bottom/left/right blocks on any page based on the URL.  Basically you're saying "display this block if you see (XYZ) in the URL."  So presumably there'd be SimpleDesk's front page, whatever that ends up being, and if desired the user could place other content there using their portal system.

I even asked for more thoughts on the relevant bug tracker item, whether the interface should be bbcode/HTML/PHP enabled and more.

I have no real preference for that, other than since I'm not a PHP programmer I'd hope for HTML or bbcode abilities.

If SimpleDesk ads its own portal-type front-page then I can put anything I like there using SimplePortal anyway via URL filtering.

My intent would be to put information about the help desk, our logo, phone number, hours of operation, rules, links, etc, most likely done by displaying HTML block(s).

Hopefully we'll come up with a way where the portal can have a Home page and SimpleDesk can have its HelpDesk page, and the forum can be deactivated, allowing a peaceful coexistence in stand-alone mode.  Though I seem to recall seeing Arantor mentioning that he may write a SimpleDesk Home/Portal page himself.

My sincere condolences to our Polish brothers and sisters.  You are in our prayers.

OK, that's got me straightened out.  I had one ticket in the new, and the other three blocks were empty and showing.  But it's the new that won't show if it's empty, which is what I just confirmed by assigning that ticket, which made the new block go away.