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High quality technical writing is an art. 

I've always felt that the main screen is rather... well, if not confusing, at least intimidating to new users.  I found myself wondering what the (up to) 4 different grids were for, and what would happen to a ticket that could theoretically show up in more than one grid.

Would it be better to hide more of the areas then?

What I wish is that the different grids could be given a subtle color coding to help distinguish them from each other.  I know in the paradigm of SMF, and themes, that's not necessarily possible.  (User defined?) 

The ticket itself is pretty good, though I still think the "Reply with quote" and "Reply with ticket" buttons are misplaced.

I don't remember you saying about them being moved though...

It came up a long while back, and I could sense that there was strong feelings about their placement, so I dropped it.

The meaning of a "private" ticket should be spelled out in no uncertain terms.

Smart mode sort of deals with that. It would be relatively trivial to build lists of who can see what.

On that one I'm talking more about the help files, or how-to files... or FAQ.  There should be a section that spells out why it is the way it is.

When first installed, and there's no "Roles" created, the purpose of the role templates could be more obvious.

I actually thought that was one of the more obvious things about it, but I'm not sure what else you could do with it...

Perhaps just some big angry looking text that only displays when there's no roles, saying something like "There are no roles created yet.  Use one of the three templates above to create your first Permissions Role!"

I've always felt that the main screen is rather... well, if not confusing, at least intimidating to new users.  I found myself wondering what the (up to) 4 different grids were for, and what would happen to a ticket that could theoretically show up in more than one grid.

The ticket itself is pretty good, though I still think the "Reply with quote" and "Reply with ticket" buttons are misplaced.

The meaning of a "private" ticket should be spelled out in no uncertain terms.

When first installed, and there's no "Roles" created, the purpose of the role templates could be more obvious.


Much of this isn't necessarily things that need a help screen... I'm just jotting down what pops into my head. 

SMF 2.1 Beta 2 Virgin install
SD 2.0.1 from GitHub this morning

Install then go to [Admin\Helpdesk\Options\Standalone Options]

Result:

Warning: Missing argument 2 for shd_error_types() in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 623

Warning: Missing argument 3 for shd_error_types() in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 623

Warning: Missing argument 4 for shd_error_types() in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 623

Warning: Missing argument 5 for shd_error_types() in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 623

Notice: Undefined variable: file in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 631

Notice: Undefined variable: error_message in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 631

Notice: Undefined variable: file in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 633

Notice: Undefined variable: error_message in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 633

Notice: Undefined variable: error_message in /homepages/9/d299421546/htdocs/180support/web_root/Sources/sd_source/Subs-SimpleDeskAdmin.php on line 633

SimpleDesk-SimpleDesk-f806480.zip

Not sure how this all is going to work with reporting the version... Someone needs to write a step by step tutorial of how to report bugs now that it's up on GIT.  I could also use some help understanding Git and how I'm supposed to use it.  Particularly in how to verify that I'm getting the proper package.

Note that once you've installed a package, in the package manager it only reports that it's version 2.0, whereas the older dev packages reported the SVN number.

Anyway, I downloaded and installed the above file, apparently version f806480 (ick) and installed on SMF 2.0.1.  It no longer needed version emulation to install.  But I get a session verification failed error when I go to [Administration Center/Maintenance/Search Settings]

2.0 - There's an important need to be able to reply to a ticket, emailing another staff member, but not emailing the client.  I'm working on a ticket late, and commenting back and forth with a colleague, but I don't want to shoot emails to the client on the ticket.  I've already got an appointment with the client in the morning.  No need to shoot him emails for each reply directed at my colleague.

2.0 - When going to the full action log (All tickets), the entire log is shown.  Even though there's 70 pages of logs... page 1 shows the whole log.  Page 2+ shows the proper values, but page 1 shows the whole thing.

When I try to sort by the "Status" column in the "Assigned to Me grid", it actually sorts by the "Started By" column.

The "Tickets Awaiting User Response" grid could really use a column showing the Assigned User. 

There should be a way in the UI to set the width of the Ticket Details and Additional Details blocks.  Right now they're way too narrow, and look bad with as many word wraps as they have.  The ticket I'm looking at currently, out of 7 items listed in Ticket Details, 4 of them are wrapped.  It's very hard to read.

I have 35 tickets assigned to me, and so I have to scroll down to see if a new one comes in.  It would be good if the new tickets grid could be made to come first, or if it could be configurable where it fell.

There  needs to be a better way of reattributing a ticket from one user to another, without deleting the first user.  I have situations where a user leaves the college he works for, and his tickets need to go to someone else, but I don't want to delete the first guy... just reattribute his tickets to his co-worker.  The whole reattribution dialog is bad.

Another thing is that I want the ticket ownership to go to someone new, but the old replies on the ticket should still retain the name of the guy who wrote them in the first place.

Right now you can go to a user's page and see his tickets.  But there's nothing to indicate whether or not a ticket is open.  There needs to be an option to see the OPEN tickets of a given user, and conversely, the closed tickets.

Error has been popping up a few times today in the error log.  We're finally live today after 18 months of work.  I wish I could have done it before Gruffen left. 

https://www.x.com/index.php?action=admin;area=helpdesk_options;f7c4e27=a943979a1aaddcbdbaa5e73c1bfc7586
8: Undefined index: label
File: /x/Themes/default/languages/Help.english.php (generic_menu_dropdown_above sub template - eval?)
Line: 327

Maybe not a bug, but I consider it to be one.

After running maintenance, if the last reply to a ticket is by a Helpdesk Admin, the ticket status is set to waiting staff response.  I think that Helpdesk Admin should be considered staff in this case.